How lean IoT service creation helps avoid functionality with no real customer value?
- Olli-Pekka SaksaVice President, Family Lead
In their excellent Harvard Business Review article “How Smart, Connected Products are Transforming Competition”, Michael Porter and James Heppelmann analyse the impact of IoT on products and competition. They provide a list of five strategic mistakes to avoid:
This post concentrates on the one that comes up time after time in my conversations with key IoT people in Finland’s largest industrial companies - adding functionality customers don’t want to pay for.
Challenges related to the IoT are primarily challenges related to customer and business value.
A company we work with recently described their IoT work succinctly: “We are far ahead, but we’re just getting started”. This reflects the typical situation well: technical enablers are in place and technical innovation has taken place, but they’re still taking their first steps on the road to customer and business value.
Systematic value innovation is a cultural thing, driven by corporate structures. Large, established companies are, by design, built for incremental innovation and risk mitigation via planning. Typically, this involves detailed designs of the road ahead based on what has worked before, choosing overarching solutions that match a set of customer problems collected over a long period of time, detailed ROI calculations for future returns and lengthy product development cycles.
The above approach works when a thorough understanding of the problem domain exists, no major disruptive forces are in effect and market is known as well as stable, with competition taking place between known peers operating on a similar frequency.
We don’t yet know whether IoT is the third IT-driven productivity leap, after computers and the internet, as prophesied by the likes of Gartner and GE, or just hype that eventually settles down to become a force for incremental rather than disruptive change. Regardless of one’s stance on IoT, running into a situation where the customer value of your solution is not self-evident is a sign that the old approaches are not really working.
A lean service creation (LSC) approach turns the process upside down and starts with the value.
How is this any better than the “traditional" approach?
LSC starts with customer value. Proving value is the first gate, so you’ll never run into a situation where you’re missing customer value in an existing solution.
From proving customer value, LSC moves rapidly to proving business value. To get past the second gate, you have to prove that customer value will actually scale into a sensible business.
Typically, new, innovative services are emergent markets for companies developing them. Market-sizing by peering into a crystal ball is highly unreliable. LSC makes no “vanity calculations”, but starts small and scales only when the problem, solution and market are understood and accurate ROI calculations can be carried out.
Last but not least, our fast paced, digitally enhanced reality resembles a complex system more than a complicated but predictable clockwork. It makes more sense to test with smaller steps, measuring the real impact and learning from it, than trying to plan the final outcome of a set of actions that take place over a long period of time.
When results are available quickly, it’s possible to focus on those areas where the measured impact aligns with the expectations.