To better prepare and understand the real needs and problems of the customers of Viessmann VIM, we reached out and interviewed existing customers prior to the workshop. We also did broad, exploratory research and identified different problems that we then used to create an introductory UX presentation.
b. Stakeholder Mapping
During the course of the first day of the workshop, the participants, together with our Venture Development team, identified and built a stakeholder map that included the following parties and their relationships: a construction company, a financial investor (client type 1), a lifecycle investor (client type 2), a planner, different Viessmann divisions and insurance companies.
Based on the stakeholder map, the workshop participants together with the UX team picked three of the most relevant stakeholders for Viessmann: the boiler construction company, a financial investor, as well as a lifecycle investor and built user personas.
c. Experience Mapping
Day 2 was dedicated to finding opportunities, generating ideas and framing solutions to the problems identified earlier. Out of those problems, we derived opportunity areas by turning pain points in to so called “How might we questions” (HMW). Here are a few examples of the questions we came up with:
HMW help Klaus reducing the complexity with planning?
HMW help Hans getting references?
HMW help Edgar choosing the best offer?
With a few HMW questions in mind, we split the group in two and went into ideation or idea generation session. To mix the two groups, Viessmann VIM and wattx, we invited two of our Data Science and Tech colleagues to join for the brainstorming and to add their technical expertise to come up with more diverse ideas. The results were prolific!
e. Post-Ideation and wrapping up
After the ideation session, we went into clustering our ideas by grouping similar ones together. By doing that, first concepts could be identified. At this point, we also started filtering out and narrowing down ideas using requirements such as the problem size or technical feasibility. After having filtered out and concentrated our ideas into clear clusters, we started to translate those into three distinct concepts for our three user personas.
At the end of the second day, the workshop participants, divided into three groups, presented their final concepts to the crowd.
When most of the wattx participants where hard at work preparing the final deck for VIM during the third day, one of our software engineers presented an introduction to IoT, as well as how we work with IoT technology in wattx.
The workshop with Viessmann VIM: In June 2018, one of the Viessmann organizations, VIM, approached us. Their core problem they stated was that their product, a steam boiler, is in itself not greatly expandable. Viessmann’s aim was therefore to provide their customers with a better experience and service when using the product to leave them with a better association with the brand and diversify their product in comparison with competitors.