Service Experience 2013: I'll Meet You at the Business Model
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Transcript of Service Experience 2013: I'll Meet You at the Business Model
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TIM OGILVIE @peerinsight JESS DUGAN @jess_dugan
www.peerinsight.com
We’re an innovation consulting firm. we partner with visionary leaders who want to explore new services, new markets and new business models.
We unite design thinking and analytics in the cause of entrepreneurship.
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CUSTOMER DESIRABILITY
Do users want it?
ECONOMIC VIABILITY
Does it scale profitably?
TECHNICAL FEASIBILITY
Can we deliver it reliably?
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EMPATHIZE VISUALIZE
ITERATE CO-CREATE
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value proposition
PRIMARY USER
FOR (target)
WHO WANT (unmet need)
WE WILL OFFER(offering)
THAT PROVIDES (benefits)
UNIQUELY (differentiation)
business model prototype
WHAT WOULD HAVE TO BE TRUE?
REVENUES
COSTS
MINUS
EQUALS
PROFITS
Refine, re-assess, and test againITERATE3
Prototype and test the business model VISUALIZE AND CO-CREATE2Formulate a value propositionEMPATHIZE AND VISUALIZE1
• Reverse Income Statement• Value network/revenue model
• Identify make-or-break assumptions
• Create a learning plan• Test the assumptions
REVERSE INCOME STATEMENT
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business model prototype
WHAT WOULD HAVE TO BE TRUE?
REVENUES
COSTS
MINUS
EQUALS
PROFITS
value proposition
PRIMARY USER
FOR (target)
WHO WANT (unmet need)
WE WILL OFFER(offering)
THAT PROVIDES (benefits)
UNIQUELY (differentiation)
Drivers and fleet managers of independent fleets (truck + car) We can acquire customers affordably
• Convert existing accounts • Win new accounts
We can achieve < 5% churnWe can (through a partner) procure + install a feedback device affordablyWe can serve accounts for a lower total cost than we do today
$200m
$210m
$40m (20%)
Support in developing safe driving habits
A real-time feedback system
Increased safety and reduced operating costs
Through proprietary analytics and effective behavior modification interventions
REVERSE INCOME STATEMENT
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BUSINESS MODEL CONFIGURATION
THOUGHT EXPERIMENTS
2D AND 3DIN-MARKET
EXPERIMENTS(includes simulation)
4DIN-MARKET
EXPERIMENTS(persist for days
or weeks)
make-or-break assumptions learning plan
revenue modelvalue network and go-to-market model
DEMAND CHAINSUPPLY CHAIN
BLOCK
BRING
BUILD
OFFERINGBUY
CUSTOMER ACQUISITION CHANNEL REVENUE MECHANISM
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www.peerinsight.com
TIM OGILVIE @peerinsight JESS DUGAN @jess_dugan
p e e r i n s i g h tSX a t t e n d e e s
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