Customer survey – Learning Launch

Challenge   As a member of the IT department, the marketing investigation department ask for a survey that  our customers can take online, to know how they feel when they buy in our point of sale. There is  a group of 50 questions, but the solution has to take only 10 in a randomly order.  The customers have the option to enter their name and some phone number if they want to be  contacted by our department. This step is optional.  We have to put some device to capture this information after the customer does the buy.  We are  trying to give some solution in the next two months, in order to have a prototype to know if the  customer are comfortable with it.

Selection   We did some internal surveys to know what would be important to evaluate in our point of sales,  and how the interface would look like. After using some of the tools to investigate the actual  situation, about what would be the ideal situation, we decided to use the learning launch tool in  order to know if the ideas we have are according to what our customer expects.    Application   For our first learning launch we are focusing in how the interface is going to look like, and what  would be the time to take this 10 questions, to know if the customer is comfortable with this. This  because the device is located at the store exit, and the customer would have a lot of products in  their hands.  The second learning launch would be related to how this data will be processed after a group of  customer take the survey. We are contacting a data analysis expert, in order to know how can  translate this data into some actions.    Insight   By applying this tool, we learned that we must improve the way we are going to ask the questions,  because there are a lot of types of customers, and some times they can’t see the size of the font as  we expect. We also learned that we must reduce the number of questions to 5 to 7, because some  customers are in a hurry, and they can’t spend a lot of time.  We are going to work with a  brainstorming, in order to analyze all the customers feedback.    Approach   In all the launches we learned a lot of thing that helped to correct some opportunities, and we  looked for some opportunities in the next launches we are going to do. We use this tool because it  is a way to obtain information directly from our customer, and all the results can be added in our  next launches. We think we can use the mind mapping tool, also, in order to find some patterns  related with the way the customers take the survey.


Customer survey – Learning Launch Challenge As a member of the IT department , the marketing investigation department ask for a survey that our customers can take online , to know how they feel when they buy in our point of sale . There is a group of 50 questions , but the solution has to take only 10 in a randomly order . The customers have the option to enter their name and some phone number if they want to be contacted by our department . This step is optional . We have to put some device to capture this information after the customer does the buy . We are trying to give some solution in the next two months , in order to have a prototype to know if the customer are comfortable with it . Selection We did some internal surveys to know what would be important to evaluate in our point of sales , and how the interface would look like . After using some of the tools to investigate the actual situation , about what would be the ideal situation , we decided to use the learning launch tool in order to know if the ideas we have are according to what our customer expects . Application For our first learning launch we are focusing in how the interface is going to look like , and what would be the time to take this 10 questions , to know if the customer is comfortable with this . This because the device is located at the store exit , and the customer would have a lot of products in their hands . The second learning launch would be related to how this data will be processed after a group of customer take the survey . We are contacting a data analysis expert , in order to know how can translate this data into some actions . Insight By applying this tool , we learned that we must improve the way we are going to ask the questions , because there are a lot of types of customers , and some times they ca n’t see the size of the font as we expect . We also learned that we must reduce the number of questions to 5 to 7 , because some customers are in a hurry , and they ca n’t spend a lot of time . We are going to work with a brainstorming , in order to analyze all the customers feedback . Approach In all the launches we learned a lot of thing that helped to correct some opportunities , and we looked for some opportunities in the next launches we are going to do . We use this tool because it is a way to obtain information directly from our customer , and all the results can be added in our next launches . We think we can use the mind mapping tool , also , in order to find some patterns related with the way the customers take the survey .