Lalalalalalalala! I Can’t Hear You!

This week has been an interesting study in concept validation for us. We’ve observed several teams in action, and their reactions in the face of customer and stakeholder advice are reminiscent of your average four year old, covering her ears and chanting “Lalalalalalalala” when confronted with an unpopular topic such as bedtime.

One team had the advantage of meeting with a roomful of advisors and mentors. They were convinced that their new concept was sound. How? Well, they had validated it with a handful of potential customers. That was a step in the right direction, most certainly. However their customer discovery pool was incredibly shallow. The number of business advisors in the room was greater than the number of prospects the team had approached with their idea, and they didn’t think the concept would hold water. The collective wisdom was that more validation was required, but this idea was met with resistance.

Organization two gathered their A team together to fine-tune their latest development product. Constraints and challenges were clearly identified at the outset, the team came up with a prototype that met all the user requirements. It seemed to be “just right”. Yet their presentation to their CEO was rejected – he had his own idea as to what the solution should be, and sent them back to the drawing board.

In the last case, the product developer took an idea out to the customers, and was greeted with a positive response. But an advisor with deep domain knowledge suggested the customers’ stated intent might not play out in reality. In other words, that what they said they would do, and what they would actually do, might be different, based on her experience. Presenting the customers with a prototype seemed like the only way forward. But that could be costly. Was there another way?

In each case, changing the research may have given a better outcome. Team one needed to expand the pool of respondents – rejection from no one (or everyone) usually signals that something is amiss. Group two needed to insist their CEO be at the table, if he was determined to have the last word, so his concerns or constraints could be considered at the time, not after the fact. And in case three, observed behaviour, or asking about what the customers actually do currently to solve the problem, might be a less costly approach. Making sure the research approach is right can keep us from looking like we’re just not willing to hear the answer.

Always listening,

Megann and Steve

 

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About PANOPTIKA

Make better decisions, get better results, grow your business. We use a deep toolkit of specialized techniques help clarify your objectives, identify decisions that must be made, and eliminate knowledge gaps, resulting in strategy with a firmer foundation and better results.

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