Context
A tech company believes there is an opportunity in a particular market to help improve the IT Services processes and experience.
The company engaged Shyft to perform customer research to understand the desirability amongst potential customers for a solution which helps them discover, assess, evaluate and manage their IT Services processes.
The goal was to understand the IT Services processes the industry employs and the associated pain and pleasure points, to validate the market hypothesis and derive insights on how to address it.
Approach
Shyft has taken a qualitative, human-centred design approach to researching and understanding the industry:
- We performed one-to-one, moderated interviews with IT Services decision makers in the particular industry across Australia.
- We then affinity mapped these interviews to uncover common themes and insights into current IT Services processes and ideal experience expectations.
- From an understanding of the current state and expectations we were able to uncover areas of opportunity for the IT Services segment and proposed future state recommendations based on these.
Outcome
Shyft was able to provide:
- Confirmation of their assumption that there is a gap in the IT Services market.
- An understanding of how and why this gap is created.
- Validation that their hypothesised solution would be desirable for the market.
- High level recommendations to inform the solution design.
- Key next steps to create a desirable, viable and feasible technology enabled value proposition.
