Keep pace

with

multitudes

of new

platforms

and cloud

services?

Keep

pace with

new

entrants

to

market?

Keep

pace

with the

expectat

ions of

our own

staff?

Keep pace

with

customer

demands

and market

expectation

s?

Keep our

data and

IP safe

whilst

keeping

pace?

Customer engagement –

Dynamic Controls

Our start …

Our Purpose …

“… enhance the quality of life

of people with disabilities”

“…. So what is life

currently like for our end

users and the people who

support them?”

FMCG

• deep insights, emotional drivers – evolved to empathy

and immersion

Manufacturing / Lean v

• root cause or root needs – 5 Whys

Iteration

• PDCA, Agile

• Blended Approaches

• Understanding the customer • Esteem needs

model –

Wheelchair users

Affiliation

Extroverted

Individual

Introverted

Belonging

Light, bright, fun,

carefree, outgoing

Bonders

Stimulation

Alive, dynamic,

potent, inspired

Sensation-ists

Comfort

Safe, secure, at ease,

familiar, included

Cocooners

Autonomy

Independent, self

determining, respected

Libertarians

• We get who the User is … who’s the Customer?

Not just the person we sell to, and

not just external, is the whole

internal and external value chain,

lined up.

End User

Clinician

Provider

Brand Owner

OEM

Dynamic

Controls

When it’s all aligned, things

really hum and make

sense, but can seem like a

monster task to get there

Don’t have to eat the

elephant, can break it

down

• Eating the Elephant

• PDCA, 5 Whys, Agile,

Design Thinking

• Described and developed

• Values, how we work together

• Designed, purposeful, strategic pillar

• Why we come to work, focused on

the customer problem we live to solvePURPOSE

CULTURE

BEHAVIOURS

LEADERSHIP

TOOLS

• Eating the Elephant

• Why we come to work,

focused on the customer

problem we live to solve

• Designed, purposeful,

strategic pillar

• Values, how we work together

• Described and developed

• PDCA, 5 Whys, Agile, Design ThinkingPURPOSE

CULTURE

BEHAVIOURS

LEADERSHIP

TOOLS

• External – LiNX Platform

• “What do we need to do to make you successful?”

• Customer Speed Dating KPIs

• HR

• Sales and Marketing

• Cross functional scrum teams

• Internal

Customer Engagement …

• Works best when its cultural and considers the whole

value chain, internal and external – not a quick fix fad

• Everything should be litmus tested against the

Purpose, our customers

• Talk about user stories and needs vs features

• Be prepared to help your value chain users understand

their user experiences vs features

• Learnings