Incremental innovation.
WHY IT MATTERS
It is lower risk than new products and it frequently produces more value.
WHAT TO EXAMINE
Where customers struggle What generates support contact What causes returns or complaints What customers ask to be changed Where delivery is inefficient
WHY SUPPORT CONTACT SPECIFICALLY
Every question indicates something unclear or difficult.
WHAT TO TRACK
Reasons for support contact, categorised.
WHAT THAT REVEALS
The improvements with the largest effect.
WHAT TO EXAMINE ABOUT COST
Where delivery cost concentrates What could be simplified What could be automated
WHY
Cost reduction improves margin without requiring new customers.
WHAT TO BE CAREFUL WITH
Changes that affect existing customers.
WHY
Improvements that disrupt established use are experienced as problems.
WHAT TO ESTABLISH
How changes are communicated and whether they are optional.
WHAT TO AVOID
Removing capability customers depend on Changing things without notice Adding complexity to serve a minority
WHY THAT LAST POINT
Accumulated features make products harder for everyone.
WHAT TO CONSIDER
Removing things nobody uses.
WHY
Simplification is an improvement and it reduces cost.
WHAT TO ESTABLISH
What is actually used.
WHAT TO TEST
Changes, with a limited group first.
WHAT TO MEASURE
Whether the improvement had the intended effect.
WHAT TO ESTABLISH
A regular cycle of small improvements.
WHY
Continuous small improvement compounds and it is sustainable.
