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How Customers are Shaping the Future of Businesses and their Products and How You can Harness Customer-led Innovation
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2007 Patricia Seybold Group
Outside Innovation
How to Leverage Your Customers’ Creativity
Patricia Seybold, CEO Patricia Seybold Group, Inc.
NEDMA- May 14, 2007
Page 2 2007 Patricia Seybold Group
What is “Outside Innovation?”
Customers roll up their sleeves to co-design their products and your business.
Page 3 2007 Patricia Seybold Group
What is “Outside Innovation?”
Customers attract other customers and partners to build a vital customer-centric
ecosystem around your products and services.
Page 4 2007 Patricia Seybold Group
What is “Outside Innovation?”
Customers drive the design of your business processes, products, services,
and business models.
I want to get a great deal and get my
rebate promptly, with no hassles!
Staples Easy Rebate®
© 2006 Staples, Inc.
Customers determined how to categorize products
Ethnographic research led to Easy Reorder
Page 6 2007 Patricia Seybold Group
Lead customers
Consultants
Guides
Contributors
Promoters
Five Roles Customers want to Play
Page 7 2007 Patricia Seybold Group
Patterns for Customer Innovation
1. Engage customers in all five roles: consultants, contributors, guides, promoters, lead customers
2. Nurture customer communities
3. Co-design with lead users/customers
4. Provide tools & streamlined support to help them reach their goals
5. Empower customers to “strut their stuff”
6. Open your products and engage customers in peer production
Page 8 2007 Patricia Seybold Group
Mozilla is Designed by Lead Users & Contributors
Page 9 2007 Patricia Seybold Group
Mozilla is QA’d by Users Acting as Consultants
Page 10 2007 Patricia Seybold Group
Mozilla is Supported by Users acting as Guides
Page 11 2007 Patricia Seybold Group
Mozilla is Promoted by Users
Page 12 2007 Patricia Seybold Group
Karmaloop’s Lead Customers: Urban Streetwear
Page 13 2007 Patricia Seybold Group
Karmaloop Community Finds and Reps the Products
Page 14 2007 Patricia Seybold Group
Customers are acknowledged for posting
Customers rate each other’s contributions!
National Instruments’ Vibrant Community
50% of new products created
by customers
Page 15 2007 Patricia Seybold Group
Patterns for Customer Innovation
1. Engage customers in all five roles: consultants, contributors, guides, promoters, lead customers
2. Nurture customer communities
3. Co-design with lead users/customers
4. Provide tools & streamlined support to help them reach their goals
5. Empower customers to “strut their stuff”
6. Open your products and engage customers in peer production
Page 16 2007 Patricia Seybold Group
• Their self-image is deeply connected to the problem domain at hand
• Passionate about their outcomes and issues
• Influential in their circles
• Thoughtful and insightful
• Imaginative, visionary
• Pragmatic, realistic
Engage Lead Customers
Page 17 2007 Patricia Seybold Group
Zopa Founders Co-Designed with Lead Users
Discovered a new Segment: Freeformers
• People who want control over their time and their careers
• People who don’t want to work full-time for one company as “slave laborers”
• Distrust banks and other financial institutions
• Have difficulty getting loans
Page 18 2007 Patricia Seybold Group
Zopa Co-Designed a New Lending Model
• Identified Lead Users (in an un-served market)
• Conducted ethnographic research
• Ran co-design sessions
• Brainstormed possibilities
• Piloted peer-to-peer lending model
• Engaged in continuous learning
Page 20 2007 Patricia Seybold Group
Co-Designed a Solution to Meet their Goals
I want to borrow money easily, on my terms, to meet my goals without
dealing with an impersonal institution.
I want to invest money safely, on my terms, grow my income, help others
improve their lives.
Page 21 2007 Patricia Seybold Group
Co-Design to Meet Customers’ Outcomes
Customers’ Streamlined Scenarios
Your Company’s Streamlined Processes
Moment of Truth
Moment of Truth
Desired Outcome
s
Page 22 2007 Patricia Seybold Group
Moments of Truth = Business Opportunities
• A real “Moment of Truth” is a showstopper
• It keeps a prospect or customer from reaching their desired outcome
• It’s when they can’t get things done “their way”
• Goal: understand customers’ contexts, outcomes and key moments of truth
• Ask them to quantify metrics around moments of truth (elapsed time, conditions of satisfaction, specific parameters)
23
The Koko Fitness ExperienceDesigned with Customers
Customers’ Moments of Truth:
•30 minutes
•Don’t need to think
•Easy to use
Page 24 2007 Patricia Seybold Group
Provide Tools to Help them Reach their Goals
Koko Fitness Smartrainer
Page 25 2007 Patricia Seybold Group
Koko Fitness Provides Realtime Feedback
Page 26 2007 Patricia Seybold Group
Build an Ecosystem around Customers’ Outcomes
Page 27 2007 Patricia Seybold Group
Cu
sto
mer
-Cen
tric
Cu
ltu
reCustomer-Led
Innovation
Unified Online Experience Transformation
Customer-Prioritized Business/IT Roadmaps
Use Customer Co-Design to Achieve:
Page 28 2007 Patricia Seybold Group
Moment of Truth
Moment of Truth
Co-Design to Meet Customers’ Outcomes
Customers’ Streamlined Scenarios
Your Company’s Streamlined Processes
Your Partners’ Streamlined Processes
Desired Outcome
s
Page 29 2007 Patricia Seybold Group
What We Did in the Co-Design Session:• Co-design streamlined Customer Scenarios and identify customers’ moments of truth and metrics
• Build organizational consensus around customer-critical issues
• Use customers’ metrics to drive priorities!
Co-Design Customers’ Ideal Experience with Lead Customers
Page 30 2007 Patricia Seybold Group
Patterns for Customer Innovation
1. Engage customers in all five roles: consultants, contributors, guides, promoters, lead customers
2. Nurture customer communities
3. Co-design with lead users/customers
4. Provide tools & streamlined support to help them reach their goals
5. Empower customers to “strut their stuff”
6. Open your products and engage customers in peer production
Page 31 2007 Patricia Seybold Group
Provide Tools to Help Customers Reach their Goals
Page 32 2007 Patricia Seybold Group
Application
Resources
DiagramLayout
SystemOverview
National Semiconductor’s WEBENCH Toolkit
SortableSelection
Guide
WEBENCHWEBENCHSimulationSimulation
Page 33 2007 Patricia Seybold Group
How Customers’ Designs Spur Innovation
National Semiconductor has leveraged customers’ designs to be able to provide pre-packaged solutions for:
• Mobile phones
• Gaming controls and consoles
• Hand-held devices
• Flat panel displays
• Medical imaging
• etc…..
Page 34 2007 Patricia Seybold Group
Provide Customization and Innovation Toolkits
Page 35 2007 Patricia Seybold Group
Let Customers use Your Tools Anywhere!
Design your shoes on your cell
phone, and see your design on
the Billboard in Times Square
Page 36 2007 Patricia Seybold Group
Let Customers use Your Tools Anywhere!
Page 37 2007 Patricia Seybold Group
Support a Continuum of Customer Innovation
Lead Users Improvise
Create Customizable
Solutions
Customers Purchase
New Product
Customers Configure Solutions
Customers Hack or Extend
Solutions
Commercialize Lead Users’Innovation
Recommend Solutions
Lead Customers Improvise
Create Next GenerationProducts
CreateExtensibleSolutions
CommercializeNew Solutions
Partners Create New Solutions
Customers Create New Solutions
C O M M U N I T Y
CAPTURE PATTERNS
CAPTURE PATTERNS
CAPTURE PATTERNS
What Customers Do
What Brand Owners Do
Page 38 2007 Patricia Seybold Group
Help Customers Strut their Stuff
Page 39 2007 Patricia Seybold Group
Help Customers Strut their Stuff
Page 40 2007 Patricia Seybold Group
Discover New Products & Services
Page 41 2007 Patricia Seybold Group
Help Customers Strut their Stuff
Page 42 2007 Patricia Seybold Group
Customers Will Create their own Mash Ups
Page 43 2007 Patricia Seybold Group
Engage in Open Access and Peer Production
2007 Patricia Seybold Group
Next generation games: Co-designed by customers
Page 45 2007 Patricia Seybold Group
Take-Aways
1. Engage customers in all five roles: consultants, contributors, guides, promoters, lead customers
2. Co-design with lead users/customers
3. Provide tools & streamlined support to help them reach their goals
4. Nurture customer communities
5. Empower customers to “strut their stuff”
6. Open your products and engage customers in peer production
2007 Patricia Seybold Group
Patricia SeyboldCEO, Consultant, and Author
Patricia Seybold Group, Inc.
It’s YOUR turn!
Questions, Comments, Feedback!