CONFIDENTIAL
Building Customer-Centric Innovation in Supply Chain
Role: Customer research, Data Analysis, Workshop Design & Facilitation, Storytelling, Product management
Ocean business at Maersk had a clear commercial view of customers with extensive market segmentation and data. Both Marketing and Customer Insights had delivered comprehensive materials for creating robust value propositions. These insights were complemented by various customer data available from different sources. The team needed a structured way to view and use this constructively in product development which was addressed by creating a product around customer insights.
Building a complete picture of the customer with a return to the core
I led the development of an Insights product as a framework to systematically identify new opportunity spaces and gaps to guide product development improvements and exploration.
I conducted rigorous research of existing industry literature and analysed customer reports, interviews, and other direct feedback data both qualitative and quantitative, complementing with new research. Leading a team of four product managers through research synthesis and sensemaking, we created distinct artefacts.
Using a combination of the Outcome-Driven Innovation framework and Design Thinking, I created a systematic process to incorporate those artefacts into product development efforts across several teams organically. The processes were complemented with a booklet of foundational insights, and spatial triggers.
125
Customer outcomes
10
Overarching Insights
+50
Experiments in the 1st year
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Whether you're a founder trying to build next level user experience or to crack your product market fit, a team leader wanting to build innovation capabilities, or an investor evaluating new opportunities, I bring the experience, energy, and empathy to help you get where you want to go.