customer needs analysis:
TRANSCRIPT
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Customer Needs Analysis: How Scientist and Engineers can focus on the things
that really matters to the Customer
Sydney Edwards, PhD
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Key points • How scientist and engineers can become more effective communicators by
using Customer Needs analysis & Storytelling
• Learn from
• Steve Jobs & Apple Computer – Customer centric branding
• Steve Blank’s Customer Discovery & Development method
• Tillman Gerngross – focus on Customer Needs
• Allergan Portfolio Management –use of Customer Needs Analysis
• Take-aways that you can use
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Apple uses poetry and art to connect w customers
We don’t read and write poetry because it’s cute. We read and write poetry, because we are
members of the human race. And the human race is filled with passion. And medicine, law, business,
engineering — these are noble pursuits and necessary to sustain life. But poetry, beauty,
romance, love — these are what we stay alive for.
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Apple video
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Development of New Technology involves Connecting w the Customer
Source: Steve Blank, 4 Steps to the Epiphany & The Lean Startup
Customer Needs & Problem/Solution definition
Traditional approach
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Shortcomings of traditional method
Problem faced by science based entrepreneurs:
• Often our technical skills dictate the problems we focus on
• We disregard the quality of the problem we are trying to solve
• Pursue solutions looking for a problem
• Assumes build it and they will come mindset
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Benefits of a Customer Needs Analysis
The challenge of the scientific entrepreneur is to absorb information, process it and synthesize something new that serves relevant customer needs
As a scientific entrepreneur not all problems are worth solving, and your job is to figure out which one are. That is, what problems and solutions customers care about.
Source: It’s the problem stupid, Nature, Bioentrepreneur
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Lebanon, New Hampshire
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Tillman Gerngross Tillman Gerngross, PhD Dartmouth
Professor
A serial entrepreneur learns that world’s most exciting, groundbreaking technology is pointless if it is unable to address an urgent and relevant need
“It’s the problem, Stupid!”
Nature Biotechnology 30, 742-744 (2012)
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Customer Analysis Problem faced by Customers
The production of humanized glycoproteins drugs in yeast is attractive but technically complex for pharma and biotech companies
Solution to the Customer Need
Re-engineer yeast to allow it to make fully human glycoproteins.
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Gerngross Successes
A private biotech company in Lebanon, N.H., GlycoFi Inc., has been purchased by Merck & Co. Inc., for $400 million in an all-cash transaction. GlycoFi is focused on the field of yeast glyco-engineering and optimization of biologic drug molecules.
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Tillman Gerngross & TLO Appointed Head of the Entrepreneurship and Technology Transfer Office at Dartmouth
His goal is to make Dartmouth’s Tech Licensing office an enabler of value creation and manage the patent portfolio
Implications for Allergan – Portfolio management as an enabler for value creation & focus on customer needs
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14 Source: Third Generation Portfolio Management, The Evolution of Portfolio Management in the
Biopharmaceutical Industry by Tom Keelin and Bill Shew - The Strategic Decisions Group (2003)
Allergan’s Portfolio approach has evolved
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New Product Strategy for R&D Portfolio Investing
Needs analysis Problem definition, Customers, IP &
Technology Solution
Build Experiment w Prototypes
thru Collaborations, Vendors
Funding Data generation, Teams, Milestones & Financing
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Allergan Repurposing: Botulinum Toxin A
Botulinum toxin is a therapeutic protein drug
Problem: Unmet need for chronic migraine headache treatments
Solution: Large clinical trials required to test BOTOX® as an injectable treatment
2010 FDA Approves BOTOX® for Chronic Migraine Headache
2012 Allergan acquires MAP Pharma for $958 million; Levadex Inhaler for Acute Migraine
Acquisition will expand Allergan Leadership Position in Neurology and Migraine Specialty
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Allergan Entrepreneurial Portfolio approach: Repurposing of Bimatoprost
2001 Lumigan approved for Glaucoma
Problem - Could we repurpose Bimatoprost for use as an eyelash growth drug and obtain FDA approval?
Ocularly applied bimatoprost 0.03% is associated with increased eyelash growth
Allergan begins funding of Ph3 study in 2006; Global Development team led by S Edwards
Dec 2008 - FDA approves Bimatoprost 0.03% for increased eyelash growth based on Phase 3 study
2012 Product Sales ~$100 Million
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Greater emphasis on the patient needs analysis to drive the product concept description & portfolio
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1.1 Strategic Focus
1.2 Observation & Problem
Identification
1.3 Need Statement
Development
2.1 Disease State Fundamentals
2.2 Treatment Options
2.3 Stakeholder
Analysis
2.4 Market
Analysis
2.5 Needs
Filtering
4.6 Final Concept
Selection
1. NEEDS FINDING
3. CONCEPT GENERATION
5. DEVELOPMENT STRATEGY & PLANNING
5.1 IP Strategy
5.3 Clinical Strategy
5.6 Reimbursement
Strategy
5.5 Quality & Process
Management
5.2 R&D Strategy
6. INTEGRATION
5.8 Sales &
Distribution Strategy 6.2
Business Plan Development
6.3 Funding Sources
5.9 Competitive Advantage &
Business Strategy
6.1 Operating Plan
& Financial Model
2. NEEDS SCREENING ID
ENTI
FY
INVE
NT
IMPL
EMEN
T
3.1 Ideation &
Brainstorming
4.1 Intellectual
Property Basics 4.5
Prototyping 4.2
Regulatory Basics
4.3 Reimbursement
Basics
4.4 Business Models
3.2 Concept
Screening
4. CONCEPT SELECTION
5.7 Marketing & Stakeholder
Strategy
6.4 Licensing & Alternate Pathways
5.4 Regulatory Strategy
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Innovation approach for Allergan: Combine Silicon Valley + Lean Startup ideas
An approach for translating science to commercial practice
Focus on the problem that customers care about solving
Technology solution - is it differentiated?
Technology - is it practical or over-shoot the needs?
Technology solution - is it patentable?
Measurement - how do you provide convincing data?
Technology needs to follow the customer’s problem
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Steve Jobs: Secret of Life
Believe in your ideas and connect with others to
improve it
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Steve Jobs video
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Q&A
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