Customer Development
on a Global Scale
@ravejk
Customer Development
- Create an environment of transparency
- Discover customer needs
- Validate problems & collaborate on solutions
* Develop relationship
Creating an environment
of transparency
Public Comment
Discovering
Customer Needs
v
v
v
v#&@$!
End Customer
#&@$!
Major insights
1. UI “The site is frustrating and difficult to use.”
2. Behavioral/Process “I go through all the work of
writing a comment and posting it, but I never hear back
about its impact, or about the outcome of the
proposal.”
Internal customer
vvv
v
Validating problems &
Collaborating on solutions
Discussion Guide
Intro
Background
Experience with Public Comment
Validate Problems & Collaborate on Solutions
Conclusion
Web-based PDFs
“People wait until the last minute
to submit comments.”
Threaded commenting
“I don’t know which phase the
Public Comment is in.”
Policy Staff Summary
Report of Public Comments
Posted to PC main page
Email notification
Timeline
v
Timeline 2.0
Major insights (end customer)
1. “The site is frustrating and difficult to use.”
2. “I go through all the work of writing a comment
and posting it, but I never hear back about its
impact, or about the outcome of the proposal.”
In 4 months
Created an environment of transparency
Identified customer needs
Validated Problems & collaborated on solutions
Developed relationships with the community
“This is what I was hoping we
would make.”
“This is what I was hoping we
would make.”
Thank you!
@ravejk
