** Challenge

I´m working for a big company in the airline business and my department is in charge of an  audit tool for customers. We are not alone in this business and we have high competition with  other organisations. Due to this competition, we continuously try to improve every aspect of  our tool. Better visualizations, better reports, new tools, customized options etc...  Everything  we can do to keep our customers with us or attract new ones is the most important thing we  have in mind.

This challenge is not easy. As the application improves every day we get less ideas about the  next improvements. And since we are not "the end customer" we are not experts about their  "needs".

This implies that we revaluate if our idea is worth it or not and if it deserves the time we are  thinking about expending. As this is not our only duty in the department, we wanted to reduce  this time in order to continue giving a perfect support and service to the customers.

We also have to provide reports to our customers informing all the changes, the revenues and  information of their accounts. They are a extremely important tools and an efficient way for  the clients to know how we are working with their money and the status of all their accounts.

As our sources are also always improving and we were informed about a new type of data  coming from them related to all of the clients accounts and information, I started thinking on  an innovation to reduce the response time. I believe that it is an oportunity that will allow us  to stand out from our competitors.

** Application

With this new data coming, the customers requests would arrive in a matter of time. Therefore  we decided to move first. I decided to start working and analyzing this new data to find out  which were the possibilities and try to reach out to our customers early on. I decided to do

several small tests with our most trusted customers before planning or designing any big  development.

These tests inspired in the learning launch were focused on this new data mixed with the all  the data we currently have in our systems. The new data analysis was not easy for me, but I  used my experience to try to take the role of a customer for some days; the requirements, the  useful information, the new fields in the reports etc...

I basically studied the most requested reports trying to add this new data and I with this  information I started creating reports. Extracting reports for me is not a complicated task, so I  started extracting the data from our systems and showing them to our most trusted customer.  I did some different ones and contacted my customer in order to analyze it together.

After some attempts and with the help of our customer I finally got a satisfactory report for  the "needs" of our customer.

Before celebrating I wanted to extend these tests to other customers to receive others  confirmation and new points of view. After positive feedback, I knew that I was going in the  right direction.

** Insight

While testing and analyzing the reports I realised that my assumptions at the beginning were  not going in the right direction and were neither the most accurate ones. Looking back, I´m  happy I didn´t design that big development with the initial ideas I had when I started with this  project. The various small tests with the customers confirmed me the way to think and  combine that data.

The time I saved with the tests in comparison with the development was huge and the most  important. I had already the confirmation of some important and trusted clients that our  reports were useful and reliable.

I´m not sure that I´m able to use this "Learning Launch" tool in every new task for my  department, but at least I know it is a serious and trustful option, and you can combine it with  other tools if needed. I have to say that it is necessary to have collaborative customers in order  to confirm these tests, as the results of the project with this tool depends on them also.

** Approach

To be honest, as I said before, in my case this tool is not useful for all our tasks. But it is a good  tool that will make us save some time related to analysis and development design. The  customers are happy with this idea and so are we. Everybody involved in the process wants  the best results; my team working for the customers and same customers which expect the  best service, support and innovation from our side. Increasing the tests make them have an  idea of what we can do for them, and with the confirmation we can maximize the accuracy of  the results expected. When possible I will try to set up this way of working in our normal  process.


* * Challenge I´m working for a big company in the airline business and my department is in charge of an audit tool for customers . We are not alone in this business and we have high competition with other organisations . Due to this competition , we continuously try to improve every aspect of our tool . Better visualizations , better reports , new tools , customized options etc ... Everything we can do to keep our customers with us or attract new ones is the most important thing we have in mind . This challenge is not easy . As the application improves every day we get less ideas about the next improvements . And since we are not " the end customer " we are not experts about their " needs " . This implies that we revaluate if our idea is worth it or not and if it deserves the time we are thinking about expending . As this is not our only duty in the department , we wanted to reduce this time in order to continue giving a perfect support and service to the customers . We also have to provide reports to our customers informing all the changes , the revenues and information of their accounts . They are a extremely important tools and an efficient way for the clients to know how we are working with their money and the status of all their accounts . As our sources are also always improving and we were informed about a new type of data coming from them related to all of the clients accounts and information , I started thinking on an innovation to reduce the response time . I believe that it is an oportunity that will allow us to stand out from our competitors . * * Application With this new data coming , the customers requests would arrive in a matter of time . Therefore we decided to move first . I decided to start working and analyzing this new data to find out which were the possibilities and try to reach out to our customers early on . I decided to do several small tests with our most trusted customers before planning or designing any big development . These tests inspired in the learning launch were focused on this new data mixed with the all the data we currently have in our systems . The new data analysis was not easy for me , but I used my experience to try to take the role of a customer for some days ; the requirements , the useful information , the new fields in the reports etc ... I basically studied the most requested reports trying to add this new data and I with this information I started creating reports . Extracting reports for me is not a complicated task , so I started extracting the data from our systems and showing them to our most trusted customer . I did some different ones and contacted my customer in order to analyze it together . After some attempts and with the help of our customer I finally got a satisfactory report for the " needs " of our customer . Before celebrating I wanted to extend these tests to other customers to receive others confirmation and new points of view . After positive feedback , I knew that I was going in the right direction . * * Insight While testing and analyzing the reports I realised that my assumptions at the beginning were not going in the right direction and were neither the most accurate ones . Looking back , I´m happy I didn´t design that big development with the initial ideas I had when I started with this project . The various small tests with the customers confirmed me the way to think and combine that data . The time I saved with the tests in comparison with the development was huge and the most important . I had already the confirmation of some important and trusted clients that our reports were useful and reliable . I´m not sure that I´m able to use this " Learning Launch " tool in every new task for my department , but at least I know it is a serious and trustful option , and you can combine it with other tools if needed . I have to say that it is necessary to have collaborative customers in order to confirm these tests , as the results of the project with this tool depends on them also . * * Approach To be honest , as I said before , in my case this tool is not useful for all our tasks . But it is a good tool that will make us save some time related to analysis and development design . The customers are happy with this idea and so are we . Everybody involved in the process wants the best results ; my team working for the customers and same customers which expect the best service , support and innovation from our side . Increasing the tests make them have an idea of what we can do for them , and with the confirmation we can maximize the accuracy of the results expected . When possible I will try to set up this way of working in our normal process .