DESIGN RESEARCH AND STRATEGY CAN HELP YOU MORE FULLY UTILIZE THE CRITICAL VALUE THAT BOTH VOC AND A CUSTOMER CENTRIC DESIGN APPROACH OFFER
Understanding your current and potential customers is key to creating an effective product requirements brief and capturing the value added insights that can both improve on previous offerings or help you leapfrog over the competition with highly desirable and innovative solutions. VOC and using a customer centric design approach, when done well, offer a significant level of risk reduction and can fuel much needed innovation or improvements in the product, SW/Digital and services spaces.
Design Research and Strategy experts add value to the process by offering the tools and expertise to leverage VOC by uncovering and making commercially relevant meaning of critical customer insights through the use of proven design tools and methodologies. More importantly, a design research team offers an unbiased approach, is able to help identify an optimal selection of customers and then gets them to “open up” and share valuable insights that clients may be reluctant to do with internal teams.
The design research team also integrates traditional VOC data that has been collected by the business, as well as tapping into SMEs within the organization. Reaching out to Service Techs / Customer service personnel and synthesizing the wealth of customer feedback that they are privy to is what we are able to do without predefining outcomes or prematurely testing hypotheses.
Design researchers and strategists synthesize initial VOC insights, help determine potential impact of the synthesized data and take the resulting hypotheses back out to the customers and internal SME’s for validation testing and capturing additional insights. Once again the design researcher offers the advantage of being unbiased and able to critically determine where and how the team can add value by focusing on the customer while balancing the realities of the business and it’s objectives.
Whether the goal is to establish a minimum buyable product or to drive new innovation in a product, SW/Digital or services introductions, design researchers and strategists are valuable assets in helping your team optimize VOC, reduce risks through early and thorough unbiased validation, and stay focused on developing product, SW/Digital and services solutions that will delight customers and grow the business.