interact london 2015: jim kalbach - visualising value

@JimKalbach

You’ve got to start with

the customer experience

and work back toward

the technology –

not the other

way around.

1997

An industry begins with the

customer and his needs, not with a

patent, a raw material, or a selling

skill…The industry develops

backwards, first concerning itself

with the physical delivery of

customer satisfaction.

THEODORE LEVITT, 1960

$

MICHAEL PORTER. “Creating Shared Value.” HBR (Jan 2011)

MICHAEL E. PORTER

MARK R. KRAMER

2011

CREATING SHARED VALUE

Future survival requires a reversal

in business thinking: start with the

experience and figure out how to

create value from there.

BFD, Kalbach

Figure out what your product is and

what your value chain is. Understand

where those things touch important

social needs and problems. If you’re in

financial services, let’s think about

‘saving’ or ‘buying a home’ – but in a way

that actually works for the consumer.MICHAEL PORTER

CREATING SHARED VALUE

Visualize Value

Individuals

Individuals

Organization

Individuals

Organization

Value

Customer Journey Maps

Experience Maps

Service Blueprints

Mental Model Diagrams

Ecosystem models

…

Customer Journey Maps

Experience Maps

Service Blueprints

Mental Model Diagrams

Ecosystem models

…

Alignment Diagrams

Customer Journey Map

Individual

Customer Journey Map

Individual

Organization

Customer Journey Map

Individual

Organization

Interactions

Customer Journey Map

Experience Map

Individual

Organization

Interactions

Experience Map

Individual

Organization

Interactions

Mental Models

Mental Models

Individual

Organization

Interactions

The aspiration of Design should

be more than ‘delight’: We help

re-align the business perspective

by visualizing (actual) value.

Facilitation

Co-creation

Co-creation

Mapping experiences leverages

our design skills to become

facilitators and grass roots

strategic leaders.

Help reverse business thinking

by visualizing actual value

and become a strategic leader.

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Mock court photo

Mock court photo

Danke schön!

@JimKalbach

Jim.Kalbach@Gmail.com

www.experiencinginformation.com