This project for Australia’s most successful technology company explored the needs of their largest and most complex customers at a strategic and visionary level.

The problem

Large organisations have a lot of knowledge on their customers, but often it is fragmented and distributed across independent teams. This project aimed to bring knowledge on key customers together and turn it into one big bold vision - what is it that they really need, and what should we do about it?

Project

• A research and visioning project to inform a product vision and roadmaps into development

• Research on the most valuable customer cohort in a time of strategic change and risk

My role

I led the research stream of the work from exploration to execution of the vision.

Deliverables

• An operational framework on customer needs informing strategy and execution

• A research repository containing over 5000 insights

• Product concepts as part of a vision program

• A product and feature vision for the customer segment