Phase 4 – Define Point of View

CATWOE

Description

CATWOE is an acronym and stands for Customers, Actors, Transformation process, World view, Owners and Environmental constraints. CATWOE is a checklist to help defining problems or aims. With this method,  not the problem itself, but the surrounding system is considered. The advantage of checklist is to work out problems much easier. After the Problem is define, it is easy to follow the steps of the checklist.

 

Main purpose: Point out all the factors related to a problem

Level of difficulty: Easy

Duration: 60-180 minutes

Means of use: Analog + Digital

Required material: Pen and paper

Mainly used in phase: Define point of view

 

Steps:

1 – Customers

The customers of the system. This is used to point out the current position of the customers.

  • Who are the customers?
  • Who are the user?
  • What are their problems and how can we solve them?
  • How could they react?

2 – Actors

The actors of the system. This is used to point out all the people, who are involved in the situation and who will take part of the solution.

  • What is the influence on the actors?
  • How will they react if the system is going to be implemented like planned?

3 – Transformation process

The execution of the system. This is used to point out the method to convert the input into output.

  • How will the system react by changing the input?
  • What stages goes the output through?
  • What stages happen within the system?

4 – World view

The “world view” of the system. This is used to point out the big picture of the situation and the implementation in to the system.

  • Which problems shall be handled?
  • What implications arise from failure or malfunction?

5 – Owners

The owners of the system. This is used to point out which people have the power to accept or reject the launch of a project.

  • Why do they do what they do?
  • What is their partnership?

6 – Environmental constraints

The environmental constraints can be ethical, statutory, personal, financial and others.

  • How do the limits affect the system?
  • How can the limits be overcome?
Posted by tim in Phase 4 - Define Point of View, 0 comments

Scaling Plan

Description

The Scaling Plan is a framework to structure conversations with all your co-workers. Like the name says, it is to scale up your business to an extension of your work to reach bigger population. There are many ways to scale up your business. This plan helps you to keep a clear focus and share your vision. It aims to stimulate a conversation with important stakeholder or funders.

 

Main purpose: Stimulating of conversations

Level of difficulty: Moderate

Duration: 60-120 minutes

Means of use: Analog + Digital

Required material: Scaling Plan template, pen,

Download Scaling Plan template here by nesta

Mainly used in phase: Define Point of View

 

Steps:

1

Starting with the “Know How” topic, go through the questions and be as self-critical as possible. Also try to be honest with yourself and answer every question with factual data.

2

Look at your filled Scaling Plan and analyze it to get an accurate picture of your current situation and readiness to scale.

Posted by tim in Phase 3 - Observe, Phase 4 - Define Point of View, 0 comments

Business Plan

Description

A Business Plan shows the whole strategy of those things you wanna do in your business. It is often used to show stakeholders and funders how your ideas will be implemented with all financial and operational details. It is often used by founders.

 

Main purpose: Structured plan of your business strategy

Level of difficulty: Moderate

Duration: Long-term project

Means of use: Analog + Digital

Required material: Business Plan template, pen,

Download Business Plan template here by nesta

Mainly used in phase: Define Point of View

 

Steps:

1

Look at the template and start with filling out the overview of your business. In this topic, write down the main idea of your service or product and it’s marked. (Try not to think much about what to write, you can always change things here)

2

Continue to sales and marketing heading and fill it out. Follow the arrows till you reach the last one (Finances). After the first draft, it is more easy to fill out the Executive summary.

Repeat this draft till you don’t need to change anything and feel safe about your business plan.

Posted by tim in Phase 3 - Observe, Phase 4 - Define Point of View, Phase 8 - Build Business Model, 0 comments

SWOT-Analysis

Description

SWOT Analysis is the short form of Strengths, Weaknesses, Opportunities and Threats and is used for strategic planning. It is used to determ and understand the current state of an Organisation or project.

 

Main purpose: Determination of the current state

Level of difficulty: Moderate

Duration: Depends on the size of the project or Organisation

Means of use: Analog + Digital

Required material: Pen and paper, SWOT-Analysis template,                                                                                         Download SWOT-Analysis template here by nesta (or you can draw it on your own)

Mainly used in phase: Define Point of View

 

Steps:

1

Fill out every quadrant in the worksheet which includes the strengths, weaknesses, opportunities and threats for your Organisation or project. Be self-critical and include all details.

2

Compare the different quadrants with each other.

  • Comparison of Chances and Strengths: Finding new opportunities that are comparable to the strengths of the Organisation or Product.
  • Comparison of Chances and Weaknesses: Eliminate weaknesses and try to find new opportunities. Transform risks into opportunities.
  • Comparison of Threats and Strengths: Use strengths to eliminate risks or dangers.
  • Comparison of Threats and Weaknesses: Develop strategies to prevent existing threats from becoming a threat.
Posted by tim in Phase 2 - Understand, Phase 4 - Define Point of View, 0 comments

Innovative Flowchart

Description

It is used to get an detailed overall point of view about an innovative idea by using an Innovative Flowchart template. The different activities, requirements and goals of each stage of the innovative process can be seen. Use it to check if nothing got forgotten and on wich point of your innovative process you are. It helps to understand where you are, what comes next and to identify what aspects needs more attention.

 

Main purpose: Gives a detailed overview of the stages in an innovation process.

Level of difficulty: Moderate

Duration: 2 days

Means of use: Analog + Digital

Required material: Innovative Flowchart template, pen and paper,                                                                           Download Innovative Flowchart template here by nesta

Mainly used in phase: Define Point of View

 

Steps:

1

Look at the Innovative Flowchart template and find your current stage on the left side.

2

Follow the stage from left to right and go through the plan. Check which elements you have covered and plan those you have not covered.

3

After finishing the line, do the same for all subsequent stages on the Innovative Flowchart template.

Posted by tim in Phase 4 - Define Point of View, 0 comments

Open Space

Description

WorldmapOpen space is a moderation technique for a larger group of people with different professional, educational or experience based backgrounds, in order to create new ideas or insights to a topic of mutual interest. Typically in business applications, this method is used for problems that affect various areas of operations and employees in different jobs and positions. By bringing these people with different views and backgrounds together more innovative solution can be found.

A typical application is an open space in which measures to improve the overal hygiene in the hospital are found. The subject of hygiene standards may usually be managed only by the administration, but by including everybody from surgeons, and nurses to janitors, it is more likely that practical ideas will be found quickly.

 

Main purpose: Creating ideas from a heterogeneous group

Level of difficulty: Medium

Duration: 60 minutes

Means of use: Analog

Required material: Workshop-Material

Mainly used in phase: Any

 

Steps:

1

An Open Space Conference is established to which employees from different business areas are invited.

2

A moderator will lead the event and start with general explanations of the procedure and the basic rules for a respectful and open way of working.

3

The problem shall be introduced to the audience, which works best when seated in a circle or another open formation. All participants are asked to propose solutions for the problem, with participation being voluntary. Every solution is to be written on a paper and pinned on a wall until no new ideas are made.

4

Every participant now chooses his favorite solution to work on and joins or establishes an according work group. This process is to be guided by the moderator.

5

The work groups now will work on their individual solution for a given amount of time and present their solution to the audience afterwards.

6

In the last step the most practical solutions are voted and the implementation will be planned.

Posted by J M in Phase 4 - Define Point of View, Phase 5 - Ideate, Phase 6 - Prototype, Phase 7 - Test, 0 comments

Persona

Description

Persona-IconPersonas are fictional profiles, which respresent a group of people with similar personality and personal attributes. In marketing and other disciplines like user experience design, personas are widely used to represent customer segments and simplify working with them. A persona usually has a name, a picture, an age, a profession, an average income, a goal, behavioural traits and similar additional attributes.

Personas should help you develop empathy for your users and customers. They encourage you to embrace a user-centred approach.

 

Main purpose: Understand who you typical customer is

Level of difficulty: Easy

Duration: 15 – 60 minutes

Means of use: Analog + Digital

Required material: Persona Template or blank sheet, pen and paper
Download persona template here by Orangebus

Mainly used in Phase: Define Point of View

 

Steps:

1

List all customer segments in an overview. The customer segments should already have be identified in order to use the Persona-Method.

2

Print out a few persona templates, for example three or five – depending on the variety of customer types.

3

Analyse the customer segments in order to identify the three (or five) most important ones to your offered product or service and fill in a persona template for each one.

4

Have a look at the personas and check whether there are substantial parallels between them. If there are, try to combine the respective personas into one in order to reduce the number of different personas until no further reduction is possible.

5

Choose the most important of the remaining personas for your future work like for example with a Customer Journay Map.

Posted by J M in Phase 2 - Understand, Phase 4 - Define Point of View, 1 comment

Customer Journey Map

Description

Customer-Journey-MapThe Customer Journey Map (CJM) is a tool to analyse and improve a customer service in regards to the customer satisfaction. The CJM focuses on the so called Customer Touch Points. At each touch point the satisfaction of the customer and additional criteria are analysed. Such criteria are for example the customer needs, means of communication or required ressources. A detailed CJM allows to improve existing customer touch points, create new ones, allocate ressources and improve the customer experience as a whole.

 

Main purpose: Understand and improve customer experience during provision of a service

Level of difficulty: Medium

Duration: 30– 90 minutes

Means of use: Analog + Digital

Required material: Customer Journey Template or blank sheet, post-its, pen and paper
Download Customer Journey Template here by uxpressia.com

Mainly used in phase: Define Point of View

 

Steps:

1

Choose a service that you wish to analyze. Define an example persona which shall use the service.

2

Print out or sketch a template of a customer journey map, large enough to work with post-its on the map. In the first colum of the matrix choose criteria that you want to analyse. In the first row, choose headings for the consecutive phases of your service.

3

Fill in the criteria field for each phase. Put yourself in the position of the defined persona and walk yourself through the customer experience of using the service. When and where are you in contact with the service provider? What kind of interactions happen? What ressources are required for the supplier to deliver the service? Are you, as a customer, happy with each touch point?

4

Analyse your results: Where could your service be improved? How could interactions be designed to be more satisfying for the customers needs? Search for potential in your service and decide on measures to increase it.

5

Implement the changes and control the success using the following tools and methods:

  • Clearly documented functional and technical requirements
  • Realistic Roadmap
  • Designated implementing team
  • Suitable Key-Performance-Indicators (KPI)
Posted by J M in Phase 4 - Define Point of View, 0 comments

Brainstorming

Description

Brainstorming

When starting a creative process a wide range of ideas should be gathered. In this way the field of possible solution expands likewise. In order to lead to an optimal outcome in a group discussion this process should be done by following the Brainstorming rules.

The variation of Brainstorming where each team member works independently on the same problem by writing down solutions is called Brainwriting.

 

Main purpose: Generate new ideas in a group

Level of difficulty: Easy

Duration: 15 – 60 minutes

Means of use: Analog + Digital

Required material: Pen and paper

Mainly used in phase: Ideate

 

Steps:

1

Decide on a question or problem for which solution proposals shall be gathered by the team.

2

Set a time for the first round of ideation and choose a person to write down a protocol of the ideas.

3

Have each member of the team agree on the following brainstorming rules:

  • There are no wrong answers in brainstorming
  • Encourage wild and exaggerated ideas
  • Quantity before quality
  • Build on ideas put forward by others
  • Respect everybody and his ideas

4

Start an open discussion on a topic in which each person may add ideas.

5

Once the time is up, discuss the protocol and select ideas for further consideration.

 

Posted by J M in Phase 1 - Design Challenge, Phase 4 - Define Point of View, Phase 5 - Ideate, Phase 6 - Prototype, 0 comments