lean service creation program

LEAN SERVICE CREATION OUR SECRET INGREDIENT

Hanno Nevanlinna @HannoNevanlinna

We create digital services for people to love and help our customers to succeed in digital world.

•  Founded in 2000 •  280+ employees from 18 countries •  Europe’s best workplace 2012&2013 •  8th year in a row profitable growth •  YOY growth 30%

LEAN SERVICE C

REATION

LEAN SERVICE C

REATION

LEAN SERVICE C

REATION“The era of separating traditional industries

and technology industries is over—and those who fail to adapt right now will soon find themselves obsolete.” – Forbes.com

Now every company is a software company

http://www.forbes.com/sites/techonomy/2011/11/30/now-every-company-is-a-software-company/

YOU CAN’T PLAN THE DIGITAL FUTURE, YOU NEED TO BUILD IT.

AND AS YOU CAN’T KNOW WHAT YOU NEED TO BUILD YOU NEED TO >> EXPERIMENT >> FAIL FAST & MAXIMIZE LEARNING

YOU NEED A NEW COMPANY CULTURE.

COMPANY CULTURE IS HARD

TO CHANGE. EVEN IF YOU HAVE THE

MANDATE FROM THE CEO THERE MANY RESISTING

FACTORS.

•  LEADERSHIP MODEL •  BUDGETING •  PROCESS'S •  CURRENT CULTURE •  CURRENT BUSINESS •  PERSONAL KPI’S &

INCENTIVES •  PEOPLE

WE CAN HELP! WITH FAST PROVEN RESULTS

CHANGING LEADERSHIP MODEL’S IS HARD. USING NEW WORK PROCESS'S IS EASY.

WITH THE HELP OF THE TOP MANAGEMENT WE

START THE CULTURE CHANGE WHERE IT’S NEEDED THE MOST-

PRODUCT DEVELOPMENT.

SMALL GROUPS OF PEOPLE + CHANGE IN DAILY WORK METHODS = PERMANENT CHANGE + TRANSPARENCY =

BEGINNING OF COMPANY CULTURE CHANGE

NEW WAY OF WORKING WILL •  INCREASE SPEED & CLOCK RATE •  CUSTOMER DRIVEN •  OVER THE SILOS, TOGETHER •  TRYING BRAVELY, VALIDATING, BRACING

WHAT WE DON’T KNOW •  LOVING THE PROBLEM NOT THE SINGLE

SOLUTION

>> BETTER BUSINESS, BETTER WORK SATISFACTION, BETTER LIFE.

MAKING PROBLEM AREAS VISIBLE

THREE WAYS FORWARD: CRASH COURSE FOR INTRODUCTION (1 DAY 5990€) CO-CREATION PROJECT (5 DAYS) LSC TRAINING & CO-CREATION (20 DAYS + )

LEAN SERVICE C

REATION

BUILD

MEASURE

LEARN

LEAN SERVICE C

REATION

COMBINATION OF

Design thinking Agile development

Lean startup

LEAN SERVICE C

REATION€

SERVICE VISION SPRINT

TEAM : Business / Technology

Design / End-Users

BUSINESS NEED

Improve

Improve

Improve

LEAN SERVICE CREATION PROCESS

FIND A PROBLEM WORTH SOLVING FINDING PRODUCT MARKET FIT GROWTH HACKING

Days to Weeks Weeks to Months Months to Years

NEW IDEAS

SERVICE VISION

MVP TO

LAUNCH

LEAN SERVICE C

REATION

0 Immersion 1 Insights 2 Ideation 3 Business planning 4 Service design 5 Prototyping 6 MVP & analytics

Chosen topics & people

LSC program

1

Cultural change

Cul

tura

l ch

ange

Cultural change

0

1

2

3 4

5

6

Cultural change + new concepts, products, product launches

CONCRETE WORK

WHAT ARE WE SOLVING? WHERE ARE WE AIMING?

IMMERSION - To know where you are and to build on top of others work. : :

Customers Competitors

Competitors Domestic & Global:

Hottest start-ups:

How could current business be disrupted:

Hot names:

Inspiring services:

Public debate around the topic:

LEAN SERVICE CREATION

BUILD ON OTHERS WORK

SEGMENTATION - Choose who you aim to serve.

Why/why not?

Main segment?

Segment name:

Why/why not?

Main segment?

Segment name:

Why/why not?

Main segment?

Segment name:


Problem assumed to be worth solving:

Description:


Description:


Description:

WHO ARE OUR USERS?

INTERVIEWING THE USERS

What does sheSay?

What does sheNeed?

I need coffee!

Energy?Caffeine?

Is it a habit?Socialize?

Break?

BRAINSTORMING

CONCEPT AND VALUE PROPOSITION

Insert concept sheet here:



Pain relievers

Gain creators Products & services

Gains

Pains Customer jobs

Value proposition:

Pain relievers


Gains

Pains Customer jobs

Value proposition:

Pain relievers


Gains

Pains Customer jobs

Value proposition:


VALUE PROPOSITION

FIRST PROTOTYPE TO TEST THE VALUE PROPOSITION

FAKE ADVERTISEMENT - The value proposition prototype

FAKE

IT T

ILL

YOU

MAK

E IT

.

Picture

Headline Copy

Caption

The first prototype to measure actions in solution interviews.

•  Is it clear and focused?

•  Is it written in consumer language?

•  How is it inspirational? Does it generate emotion? What is it that would motivate people about this proposition?

•  Is it fact based?

•  Will it make the target consumer react because it has touched a nerve and is relevant?

•  Does it really stand out? Is it different? What key elements are different? (Simplicity, price, looks…)

•  What are the proof points that back up the value prop and give substance to the proposition?

•  Does it fit with your brand?

•  Does it address the agreed business objective?

•  Is it actionable and does it lead to inspiring and differentiated communication?

ADVERTISEMENT THE FIRST PROTOTYPE

FAKE


VERIFYING THE SOLUTION WITH USERS

€ BUSINESS MODEL & MARKET SIZE - Making sure there is the business

Who pays whom? How much?

What is the revenue model?

How are customers paying today? How much?

Cost structure?

Key elements for EBIT?


Total addressable market:

Potential target market:

1st year sales:

Plan for 1st month sales: How much? How? To whom? Who?

“SHOW ME THE MONEY”

BUILDING MARKETING INSIDE THE PRODUCT

CUSTOMER ENGAGEMENT- How do we make people advocate the service

Key activities: What Key Activities do our Value Propositions require? Our Distribution Channels? Customer Relationships? Revenue streams?

Key resources: What Key Resources do our Value Propositions require? Our Distribution Channels? Customer Relationships? Revenue Streams?

Key partners: Who are our Key Partners? Who are our key suppliers? Which Key Resources are we acquiring from partners? Which Key Activities do partners perform?


LOVE THE PROBLEM NOT THE SOLUTION

DETAILED LANDING PAGE + WIRE FRAMES.

DETA

ILED

C

ONC

EPTI

NG

CONCEPTING - Looking at the details..

[Insert landing page proto here]

STEPS

Wireframes:

BEFOREHAND USING THE SERVICE AFTER USE NOTICE, UNDERSTAND, BE TRIGGERED DECIDE TO USE, FIRST USE, HELP WITH PROBLEMS RELATIONSHIP BUILDING, STIMULATING RE-USE

SUPP

ORT

EXTERNAL PROCESS What happens in the ecosystem?

FRO

NT O

FFIC

E

ACTIVITY What happens here?

BAC

K ST

AGE

INTERNAL PROCESS What do your employees or system do behind the scenes?

SERVICE BLUEPRINT


TOUCH POINT What do the user and employee use for this?

USER

ACTIVITY What does the user do in this step?

EXPERIMENTING - Finding the answers before building it..

OUR MAIN ASSUMPTIONS

DO YOU THINK? DO YOU KNOW? DID YOU CHECK?

HOW TO EXPERIMENT SUCCESS CRITERIA KEY FINDINGS

IF TH

E C

ONC

EPT/

BUSI

NESS

WO

N’T

WO

RK IT

FAILS

DUE

TO

:


KNOWING WHAT WE DON’T KNOW.

WHAT IS THE MINIMUM YOU NEED TO BUILD TO SEE IF PEOPLE WILL LOVE IT?

ANALYTICS TO MAKE SURE WE KNOW WHERE TO DO BETTER AND TO MAKE OUR WORK TRANSPARENT.

WHAT TO MEASURE - MVP is out. What to measure to make it rock.

VALUE PROPOSITION


[Insert metrics here] [Insert user problem here]

SERVICE METRICS

[Insert metrics here] [Insert main service elements]

BUSINESS

[Insert metrics here] [Insert our business Problem/goals here]

!

€

WHAT NEEDS TO HAPPEN TO GET THE FIRST VERSION OUT.

SERVICE VISION SPRINT

TEAM : Business / Technology

Design / End-Users

BUSINESS NEED

Improve

Improve

Improve

LEAN SERVICE CREATION PROCESS

FIND A PROBLEM WORTH SOLVING FINDING PRODUCT MARKET FIT GROWTH HACKING

Days to Weeks Weeks to Months Months to Years

NEW IDEAS

SERVICE VISION

MVP TO

LAUNCH

LEAN SERVICE C

REATION

Constantly Visible & Tangible Goal

Constant Feedback

Meaningful and motivating

work. >>

Small Steps

BUILD

MEASURE

LEARN

RESULT: // LANGUAGE CHANGED // REALLY CLEAR CHANGE IN PEOPLE & MANAGEMENT // IT REALLY IS PRODUCT DEVELOPMENT WITH LEARNING TWIST // EXTREMELY GOOD FEEDBACK (NPS86%) // ASK FOR MORE!

lean service creation program

Presentations & Public Speaking