Product/Service development techniques

IDEA Generation:

Dimensional Analysis
List current product/service features
Question why this feature exists, how it can be improved, what would happen if it was taken away

Problem Analysis
List customer problems with the current product/service
Question how these problems could be addressed

Benefit Analysis
List the customers percieved desires for the product
Perform gap analysis on how current product features map to desired product features

Scenario Analysis
Create a future environment
Anticipate customer needs
Identify opportunities to address those needs

Do we want more for the customer than what they want for themselves?

By reading the brief we can see that they have identified some basic low level pain points;
Server crashing
Slow response

OK, we could respond to their direct request and say "sure, we'll fix that" and the job is done.
However by pursuing their real long term goals and desires we can see that if we gave them what they wanted they would not really get to where they wanted to go. So we spend time talking, widening their perspective, builing their trust, walking with them, helping them to envision the future until they are able to see - to get to where we really want we need to view things differently.

Our client wants to double their market share within 10 years. Not a small feat but do-able if we do the right things, not what they want. Feel like saying Amen.

We know the domain. We are the experts in the domain...

We must be cognizant of the fact that we often want more for our customers than what they want for themselves.

This often happens in life. We look at some one and see such potential, but they don't yet see it for themselves. So we work on them building trust and throwing opportunities their way to help them grow to prove to them that they CAN do it.

There have been many times where I have been chucked in the deep end and told to swim. I got there in the end, I survived, have the scars to show but most of all I have the knowledge, the story to tell and the victory cry!

Ansof matrix + Experience

So how does the clients product-market strategy effect the customer experience?

Ansof matrix + Roadmap

Also what is the over all strategy of the customer to do this? Is it about Market penetration, Market development, Product development or Diversification?


At the moment it looks like phase 1 will be about penetration, phase 2 product development, phase three Market development.


Phase 1
Improve what you have


Phase 2
Develop and deliver a whole new product


Phase 3
Use that developed product to increase your market share


Phase 4

Take that developed product to a new market

Business Model + Roadmap

We can use the business model frame work over a road map to see how the business can change form over the key phases.
Who will you partner with next year, in 5 years or in 10 years time?
Who will be your target market?
What channels will you engage with your customers?

Our current customer wants to double their customer base within the next 10 years.
But if they could get each individual customer to refer just one new customer couldn't they double in just one year? Just have to think of a compelling and cost effective incentive...

Wonder if there is another way to cut it? Could we use the 4 different information processing types to do this? Have a fourfold strategy?

What is the clients business model? How does this effect what they are asking us to do? Do they have the right model to achieve their goals?

diffusing the kiosk experience

Do we really need to have these huge kiosks in store or should they be diffused across the store in smaller more discrete ways? Depends on your strategy I suppose...Or you could do both like Argos...

Making localisation easier

The more "words" we use the more has to be translated



The more "words" we use the more risk there is for the design to break ??

Transitions educate

Transitions should educate and add meaning.

Primary real estate on kiosk

Primary real estate on kiosk is the diagonal opposite to web.
The bottom right hand area is the most important area for primary controls
But we (in the west) still read from left to right.
So is the principle to inform on the left and control on the right?
Or to control on the right and get feedback on the left?
Depends on the size of the screen aswell...