Challenge

Being a member of the restaurant’s chain, I have seen different challenges to meet customers’  demands and meet their expected service levels. One such challenge my organization faced was  increasing its sales and identifying the root cause of a declining customer base. The firm was losing  the customers, and this could be easily understood from its past sales. Our team had to get together  and suggest a way to understand what these customers want that we are not offering and how we  can retain them.

Selection

Our team analysed different tools and techniques to resolve the issue at hand. After understanding  the current situation, we decided to adopt a tool called ‘Mind Mapping’. This tool is used to look for  patterns and insights that can provide creative solutions. It helps to filter out the important  information which helps in establishing the design criteria for what if phase in design thinking process.  We chose this tool to help us capture the insights from various stakeholders and connect the dots to  understand the root cause of declining sales.

Application

We conducted surveys and interviews with our stakeholders to understand their perspective of our  current offerings and what is it that they would want or desire to have. We organised an event with  our offerings and invited different stakeholders. We gave them sticky notes to write down their views  and ideas they have. Once that was done, everybody got together, brainstormed, and segregated  those ideas into different themes. This process helped us to identify few important criteria to focus  upon.

Insight

Using this approach, we could come up with different themes helping us to identify our customers  into various segments. This gave us an idea of how we can meet different stakeholders’ unmet needs.  All the ideas were put on a board and inferences were drawn by connecting the dots. This helped our  team to understand the issues which could otherwise be overlooked.

Approach

This tool empowered our team to look into insights which we could have been ignored otherwise. We  could understand our customers ethnographic culture, which helped us to understand their pain  points. Hence, we could come up with idea to increase our sales as now our customers loved our  offerings. Whenever required, we will definitely use this tool along with tools like learning launch and  visualisation.


Challenge Being a member of the restaurant ’s chain , I have seen different challenges to meet customers ’ demands and meet their expected service levels . One such challenge my organization faced was increasing its sales and identifying the root cause of a declining customer base . The firm was losing the customers , and this could be easily understood from its past sales . Our team had to get together and suggest a way to understand what these customers want that we are not offering and how we can retain them . Selection Our team analysed different tools and techniques to resolve the issue at hand . After understanding the current situation , we decided to adopt a tool called ‘ Mind Mapping ’ . This tool is used to look for patterns and insights that can provide creative solutions . It helps to filter out the important information which helps in establishing the design criteria for what if phase in design thinking process . We chose this tool to help us capture the insights from various stakeholders and connect the dots to understand the root cause of declining sales . Application We conducted surveys and interviews with our stakeholders to understand their perspective of our current offerings and what is it that they would want or desire to have . We organised an event with our offerings and invited different stakeholders . We gave them sticky notes to write down their views and ideas they have . Once that was done , everybody got together , brainstormed , and segregated those ideas into different themes . This process helped us to identify few important criteria to focus upon . Insight Using this approach , we could come up with different themes helping us to identify our customers into various segments . This gave us an idea of how we can meet different stakeholders ’ unmet needs . All the ideas were put on a board and inferences were drawn by connecting the dots . This helped our team to understand the issues which could otherwise be overlooked . Approach This tool empowered our team to look into insights which we could have been ignored otherwise . We could understand our customers ethnographic culture , which helped us to understand their pain points . Hence , we could come up with idea to increase our sales as now our customers loved our offerings . Whenever required , we will definitely use this tool along with tools like learning launch and visualisation .