Customer Journey - pains and gains

Oct 10th 2014

This week we aim to learn about our customers journey by jumping in their skin and discovering if Engage Digital’s offering will satisfy a need, a want or is it simply just something nice to have.

We have learned that we need to really listen to the 'pains and gains' of our customers to understand their needs and to satisfy them effectively. We need to keep pushing till it hurts to discover pain points! As extreme as it sounds this week we are out to really learn what pains our customers face. 

We want to create a solution that our customers NEED we don't just want Digital Engage to be a product customers WANT or a product customers think would be NICE TO HAVE. We want this to be something they can't live without!

We need to ensure that the needs of our customers match our value proposition.

Our Current Value Proposition:

Engage Digital provides SME’s in the food, leisure and service industrywith a solution to access analysed information and insights about theircustomers, to aid them in making effective business decisions. 

We need to align this to our customers Need these two to really put Value in what we have to offer.

So this seems like a massive undertaking and we don't think that there is a post-it big enough to fit our to-do list. But we need to start somewhere! So this week we have decided to start off by using our new set of interview questions to help us understand our customer’s pains and gains

We will also create a new set of questions for loyalty card holders to discover the pains and gains they face. We will ask document customers views towards loyalty rewards, are they a need, want or nice to have? We will be using these interviews to help us test our hypothesis that digital loyalty cards will be an effective medium to collect consumer insights. 

We will be creating new consumer personas (both owners and customers) to represent the new customers emerging from our interviews.

We will be begin to create our Minimum Viable Product. So far we have created a short animated video explaining what we do.

Next we will put this video about us on a landing page with a link to add contact details for further information.

We will update you next week on our progress with SME and consumer interviews.
\you can check out our video here! https://www.youtube.com/watch?v=NjWxr22aqb0

Enjoy

Aisling