Tag: customer funnel

A Successful Process Improvement Workflow

Successful Process Improvement WorkflowLast week, IdeaScale introduced a proven customer experience improvement workflow that is being used by our highest performing communities. This week, we’re going to look at a high-performing process improvement workflow (by far IdeaScale’s most common use case). This workflow has been used to find new time efficiencies, save money, and more. Organizations like this gather ideas from employees and empower those employees to implement those ideas with the help of the crowd.

Suggest (using the Ideate stage): This stage is open to anyone who wants to make a suggestion that would make a process better. This could be something that could improve operations, it could be something related to your supply chain, your team member cooperation. But the goal is to gather ideas that make things better, faster, or cheaper. Oftentimes, administrators will ask community members to state how the idea will impact one of those three categories (better, faster, cheaper).

Explore (using the Refine stage). In this stage, idea owners and community members fill in additional questions about the problem to be solved, what audience it is being solved for and why it matters. Only leadership can see these answers and those that seem worthwhile are moved into the proposal building stage.

Build Proposal (using the Refine stage). In this stage, idea owners answer key questions about the solution that will help prepare it for potential implementation. Questions include the resources that will be necessary to implement, but also practical questions about estimated positive impact and the associated costs of launching this solution.

In Development (using the Ideate stage). After reading the proposal, leadership moves approved ideas into this stage (with voting turned off) so that all community members can note the progress of an idea.

Results (using the Estimate stage). Idea owners validate their initial predictions by reporting on the savings or earnings that they predicted in the proposal stage, as well as the costs that it actually took to implement ideas.

Implemented or Archived (using the Archive stage). Once a process improvement’s results have been recorded, it is moved into the implemented or archived stage so that people can see the entire history of the new idea. If the reported results weren’t monetary, then the moderator tags the idea for the intangible benefits like lessons learned or experiential impact at this stage so that they can still view large scale themes and intangible wins across the community.

Are you using IdeaScale for process improvements? Let’s launch this new workflow in your IdeaScale community today!


A Successful Customer Experience Innovation Workflow

Customer Experience InnovationLast week, IdeaScale introduced a proven product improvement workflow that is being used by our highest performing communities. This week, we continue that trend by showcasing a workflow that has been used to demonstrably improve customer experience and customer satisfaction. Organizations like this gather ideas from employees about how to make customers lives better and they track their progress by measuring their customer NPS Score. Here’s what that funnel looks like:

Suggest and Vote (using Ideate): In this stage any employee can suggest ideas and moderators reply to each and ideas are moved to another stage every two weeks.

First Review (using Review): Popular or promising ideas are rated by the customer team for their potential impact and viability on a scale of 1-5. The top ideas progress into the next stages. Those that aren’t appropriate or aren’t possible right now are moved into the declined or archived stages.

More Information (using Refine): In this stage the idea submitter answers additional questions about how the idea will work in practice. Only ideas that have answered every question can progress to the “make a case” stage.

Make a Case (using Refine): In this stage, the idea owner adds more in-depth information about the idea, arguing for both its relevance and proposing an initial plan. Ideas that have answered every question and are moderated to the next stage by the customer experience team have been approved for development.

Prototype (using Refine): Although testing the new product or process to improve the customer experience takes place in the world, the idea owners and teams report on progress here (including when they plan to develop the first prototype of their solution).

Testing (using Refine): Again, the results of test are recorded transparently by the idea teams. Now anyone can see where an idea is winning or losing.

Declined, Archived, or Live! (using Completed Stage): Finally, every idea has a place to go. An idea can end up archived or declined at any time, but only those that have been implemented will end up in the launched stage.

Are you using IdeaScale for customer experience innovation? Let’s launch this new workflow in your IdeaScale community today!



A Successful Product Improvement Workflow

Successful Product Improvement WorkflowFor the next three weeks, IdeaScale will introduce a proven IdeaScale workflow that is being used by our highest performing communities. Our hope is that these workflows become templates that you can use in your own communities. The first workflow that we’re going to examine is an innovation funnel that has successfully been used for product improvement ideas for product development collaboration:

Ideation (Uses the Ideate Stage): In this stage, idea authors offer product improvement ideas. Specific custom field questions are used for additional context (anticipated necessary resources, desired outcomes) and then community members vote on their favorite ideas.

Initial Review (Uses the Assessment Stage): A team charged with evaluating the most promising ideas reviews the idea for its merit and potential idea owners or advocates. In addition to evaluating ideas for potential impact and applicability, they also work to ensure that this solution isn’t already adopted elsewhere.

Team Build (Uses the Team Build Stage): In this stage, idea authors look for team members to help them plan and implement ideas. The entire community can volunteer to support ideas they care about. More ideas require at least three other team members to get started. Once the team is full, they progress to the next stage.

Proposal Building (Uses the Refine Stage): The team researches and responds to the Business Model Canvas questions. Once the proposal is complete, it moves on to subject matter experts for more information.

SME Review (Uses the Assessment Stage): Product leaders analyze and rate the idea on a five star scale to assign it an innovation score (analyzing it against desirability, feasibility, and viability).

Leadership Review (Uses the Reviewscale Stage): Finally, product leaders evaluate all of the information to date against organizational objectives. The ideas that score highest in this review are prioritized for implementation.

Complete (Uses the Archive Stage): Ideas that have been prototyped, tested and delivered are showcased here to socialize the community’s success.

Are you using IdeaScale for continuous improvement activities? Let’s launch this new workflow in your IdeaScale community today!