Reflection- Learning Launch

Challenge

The tool my team and I often used is learning launch, to experiment with our customers  some of the ideas that we have to keep our customers when they have an intention of  leaving the company. We started using this tool even before knowing that it was a tool of  design thinking, because we needed to try different kind of ideas in order to keep our  customers with a high probability to leave the company through offers, gifts, change loan’s  condition, etc. The tool has allowed us be able to learn if the idea works or it doesn’t, if we  need to improve it or make little changes and launch it again.

Selection

Learning Launch is a tool that allows to experiment an idea with your customers. The  purpose of making this is to discover if you have a good idea and if it solves a customer’s  problem or needs in a short time. I chose learning launch because is a simple way to know  if you idea is good enought and try with a small group of customers in a control  environment and it gives you a chance to ask you customers and understand if this idea  can solve their needs.

Application

I started the process by identifying the customers who had an intention to leave the  company before reached the loan’s term then we devolped a questionnaire to understand  the customer’s behavior, their paint points and starting to coming up with ideas for keeping  them in our company.

firsty I had the customer’s answers, with my team we started thinking what would works to  keep them in the company. Once the ideas started coming up, We picked some of them to  start the experimentation.

In order to tried the ideas, I divided the customers into 3 clusters according some features  of their behaviour, loan’s conditions and their profitability for the company. Each group  received an action such as: 1) cluster 1: We gave them a gift related to their car and sent  them an email with the steps to use it, 2 weeks later we asked them about the gift and  checked if they had used it, finally we asked for their feedback about the gift. 2) cluster 2:  we made them an offert to chance their current car to another newer with an special  interest rate, during the call we received feedback about the offer to make some changes.  3) cluster 3: They received a phone call to increase their loan’s term to reduce their  payment, we recorded the calls to have all the insight to figure out if this idea was good  enought.

Insight & Approach

What I have learnt from applying this tool is that you need to talk to your customers, try  your ideas in a short time and make sure that try them will be cheap. The important thing is  to pick all your customer’s verbatings in order to improve your idea or devolep a new one.

For the next time I would change the time that I took to get the feedback and take action  faster to improved the idea based on the customer’s feedback and then experiment again.  Because sometimes it takes long time to pay attention to your customer’s feedback and  make them suggestion into reallity.


Reflection- Learning Launch Challenge The tool my team and I often used is learning launch , to experiment with our customers some of the ideas that we have to keep our customers when they have an intention of leaving the company . We started using this tool even before knowing that it was a tool of design thinking , because we needed to try different kind of ideas in order to keep our customers with a high probability to leave the company through offers , gifts , change loan ’s condition , etc . The tool has allowed us be able to learn if the idea works or it does n’t , if we need to improve it or make little changes and launch it again . Selection Learning Launch is a tool that allows to experiment an idea with your customers . The purpose of making this is to discover if you have a good idea and if it solves a customer ’s problem or needs in a short time . I chose learning launch because is a simple way to know if you idea is good enought and try with a small group of customers in a control environment and it gives you a chance to ask you customers and understand if this idea can solve their needs . Application I started the process by identifying the customers who had an intention to leave the company before reached the loan ’s term then we devolped a questionnaire to understand the customer ’s behavior , their paint points and starting to coming up with ideas for keeping them in our company . firsty I had the customer ’s answers , with my team we started thinking what would works to keep them in the company . Once the ideas started coming up , We picked some of them to start the experimentation . In order to tried the ideas , I divided the customers into 3 clusters according some features of their behaviour , loan ’s conditions and their profitability for the company . Each group received an action such as : 1 ) cluster 1 : We gave them a gift related to their car and sent them an email with the steps to use it , 2 weeks later we asked them about the gift and checked if they had used it , finally we asked for their feedback about the gift . 2 ) cluster 2 : we made them an offert to chance their current car to another newer with an special interest rate , during the call we received feedback about the offer to make some changes . 3 ) cluster 3 : They received a phone call to increase their loan ’s term to reduce their payment , we recorded the calls to have all the insight to figure out if this idea was good enought . Insight & Approach What I have learnt from applying this tool is that you need to talk to your customers , try your ideas in a short time and make sure that try them will be cheap . The important thing is to pick all your customer ’s verbatings in order to improve your idea or devolep a new one . For the next time I would change the time that I took to get the feedback and take action faster to improved the idea based on the customer ’s feedback and then experiment again . Because sometimes it takes long time to pay attention to your customer ’s feedback and make them suggestion into reallity .