1. Ask the Right Questions.
Think in terms of what you want your customers to know, believe, feel, or do before, during, and after this experience and how they might relay this experience to others.
Ask yourself and your team these questions to guide your thinking:
- What customer needs and expectations will this experience address?
- How should the experience represent your capabilities?
- What specific business goals are you trying to achieve by building this experience?
- What kinds of experiences do your competitors deliver?
- How will you know that you have succeeded or failed?
- Urgency. Urgency may lead you to deliver a solution without first properly defining the problem, the true business needs, and the measures of success. This is usually the result of a critical need completely outside your control, but one you need to be aware of.
- Insufficient Resources. You may also find you do not have the right resources available or sufficient research capabilities.
However, by using the methods presented in this ongoing blog, you can quickly determine the basic components of the problem or issue and then develop a solid strategy. An important step in building your uSX strategy is determining the most important need of the consumer or audience and how to address it.
2. Determine Needs vs. Requirements
Needs vs. Requirements
Understanding the difference between a business need and a requirement will allow you to build a solid and executable strategy.
- Needs. Business needs define a problem or opportunity which needs to be addressed to meet business goals and objectives.
- Requirements. Business requirements are the detailed functional components to meet the objective of the business need.
Once the business needs and requirements are clearly defined, prioritization and dependencies are key steps in defining your Ultimate Solution Experience™ strategy. You can then create a logical set of phases for your delivery and will make it easier for you and your stakeholders to benchmark performance.
In the case of new technology and new solutions, organizations often confuse needs with requirements.
3. Define Success
To be successful, you first have to define success. Being on time and on budget are always critical measures for success. But these are expected. Surprisingly, they are rarely accomplished, but none the less they are expected by default and are easily forgotten. Remember that our goal is to get the customer promoted or bonused based on the success of our solution and delivery experience. We don’t need the particulars of the customer’s compensation package, but what we do need is to fully understand the goals, objectives, and measures of the company, organization, departments, and ultimately our primary contact within our client.
These details can then be mapped to the business needs, and requirements of our solution.
- What impact will our solution have to the goals, objectives, and measures we identified?
- Can we tie our solution impact to positive gains in productivity, quality, reach, performance?
- Can we quantify these positive gains in dollars?