Between September 2018 and April 2019, Ameliot developed and delivered a series of workshops and workshop materials on Customer Discovery and Customer Experience in Cambridge, Poznan and Warsaw for clients including the St Johns Innovation Centre and Poznan’s Park of Science and Technology.

The client and their needs are ultimately the key to the success of any product or service, and there are many examples of well-known companies that have initially struggled to truly understand who their target users are. For example, Coca-cola was supposed to be a cure for headache and penicillin was created by accident, while looking for a typhoid vaccine.

The workshops were mainly aimed at innovators, representatives of technology companies and scientists who have a product or idea, but lack the knowledge or skills to lead it in business. The workshop helped these individuals and organisations to identify who their target customers are, create a product that has a real need and provided them with tools for growing a large customer following.

Photo from the Customer Experience workshop in Poznan, Poland.

During this workshop, participants were introduced to:

  • The Customer Development methodology helping to capture and identify customer needs and then to create products and services that customers will really be delighted with;
  • Steve Blank’s “4 steps to epiphany” – i.e. four steps to validate and implement business ideas within the Customer Development methodology;
  • Customer Discovery – why it is worth asking who the real customers are;
  • Problem Statement – how to check if the business solves the right problem;
  • Customer vs. User – how to find out whether the potential clients are willing to pay for a solution;
  • Research and interviews with clients – how to ask the right questions;
  • Customer Validation – how to check if the client/product assumptions are correct;
  • Organising feedback from customers into tasks that enable product development;
  • New methodologies and tools for segmentation of various types of clients, as well as interpretation of opinions and functional and emotional customer needs;
  • Tools for capturing and analysing customer needs and integrating feedback into the product development process;
  • Various useful methods and tools for creating effective, usable and accessible CX design – Customer Journey, Personas, Ethnography, Content Analysis, etc.;
  • Ways of economically creating prototypes of products and services, as well as usage of iterative testing methods;
  • Access to and demonstrations of free simulators and online calculators to help estimate the cognitive, physical and sensory capabilities of prospective clients to estimate the demand that the product is placing on those clients.

Ameliot’s Director, Dr Anna Mieczakowski, said the following about the importance of this workshop series: Let’s face it – design is everywhere, from everything we are wearing, looking at, hearing or holding. That’s why the UX (User Experience) practice is so important during the design of any product, service or experience, because it helps organisations of all types and sizes to truly understand who their customers are by looking deeply into how people think about and act with products and services. UX will help you to humanise your technology, differentiate from competition and gain a larger customer following, as people always fall in love with designs that love and appreciate them.