Information has been collected and analyzed, all relevant stakeholders have been heard, scenarios have been considered, etc. What then? How do we take the next step sensibly while minimizing risks? This article examines how to select the focus of a pilot project and thoroughly analyze its potential.
This article is part 3 of 7. The previous parts in the series are Human-Centered Identification and Conceptualization of New Service Ideas (part 1) and Artificial Intelligence Experiments (part 2).
Following the processes outlined in previous parts, a large amount of information about stakeholders’ problems, needs, and aspirations is accumulated. Only by studying and understanding these can we ensure that new service ideas are genuinely relevant and meaningful. It is usually not sensible to start something merely because it is technically possible or affordable.
A good idea is one that…
- solves users’ problems
- is commercially viable
- is technically feasible
When each area undergoes the process of identifying the right problems to solve, refining those problems, ideating solutions, and conceptualizing solutions, we obtain comprehensively analyzed operational possibilities.
With the advent of artificial intelligence, we have gained significant additional dimensions in each area of investigation. Major changes can literally happen tomorrow, and newly published technology enables something that was previously unattainable.
On the other hand – how does new technology position itself in the user’s everyday life? How soon is it production-ready? It is beneficial to thoroughly review different alternatives.
The goal should be to find solutions to genuinely experienced problems.
The work described in this article takes from a few hours to a couple of days if done at a limited level for a pilot project. At this stage, however, numerous options are still being considered, and it is generally not possible to trial many pilots.
This thinking model can be applied to service development more broadly, preferably after completing a pilot that has yielded good and promising results.
Selecting the Pilot Project Scope
There are usually many ideas – so how to choose a suitable pilot project? Topic selection begins with understanding customer needs and identifying problems that require solutions. This process is based on human-centered service design, where customers are at the core.
The goal should be to find solutions to genuinely experienced problems: customer-oriented research methods such as interviews and observation are excellent work models for this. Do you understand the everyday challenges of your customers?
Leverage AI: analyze anonymized interviews by asking the language model for examples of mentioned problems. Request examples in tabular format and copy to Miro for processing.
Good principles:
- Focus on finding something to solve, not solutions
- The working group is diverse with an open discussion culture
- Think as broadly as possible, not details
- Consciously seek new alternative approaches
In a pilot, it is important to set firm boundaries so that implementation does not become too massive. It must be clear what problem is being addressed. Keep the pilot as straightforward as possible. This also helps in setting metrics and verifying results when the number of variables is small.
When representatives from design, business, and technology are involved in the topic selection, it becomes possible to establish suitable boundary conditions for the pilot.
Leverage AI: define personas and create own custom GPT and bounce ideas and implementation alternatives from different perspectives.
Design Thinking Helps
The double diamond model of design thinking is suitable for defining the pilot. Consider the matter from the perspective of users, business, and technology in four phases: finding problems, structuring problems, exploring solution models, and developing the solution.
The result is a matrix that applies Product Coach Marcus Castenfors’ excellent summary:
It may not necessarily be meaningful to slavishly check off the different boxes. By proceeding straightforwardly and human-centrically, we can obtain sufficient information with a few actions:
Seven steps:
- Workshop, interview, and observe
- Condense findings into user stories
- Outline user journeys
- Organize a lean product canvas workshop
- Create a Wardley (value chain) mapping
- Finalize user journeys
- Generate scenarios, define the budget, and verify through quick experiments that implementation could be technically possible
If the experiment idea carries through these phases, we have found an idea worthy of piloting. Then just implement it!
Get in Touch!
We would be happy to explain how to get the most out of the phases described in the article. One hour is sufficient. Let’s connect!
Aleksi Manninen
aleksi.manninen@teamit.fi
