| Customer Profile Map ( what it looks like) | this is what it looks like |
| what is Customer Profile Map - Customer Job(s) | - Describe what a specific customer segment is trying to
get done. It could be the tasks they are trying to perform
and complete, the problems they are trying to solve, or
the needs they are trying to satisfy.
• What functional jobs are you helping your customer get
done? (e.g. perform or complete a specific task, solve a
specific problem, ...)
• What social jobs are you helping your customer get done?
(e.g. trying to look good, gain power or status, ...)
• What emotional jobs are you helping your customer get
done? (e.g. esthetics, feel good, security, ...)
• What basic needs are you helping your customer satisfy?
(e.g. communication, hunger, ...) |
| what is Customer Profile Map - Customer Job(s) part 2 | Besides trying to get a core job done, your customer
performs ancillary jobs in different roles. Describe the
jobs your customer is trying to get done as:
• Buyer (e.g. trying to look good, gain power or status, ...)
Co-creator (e.g. esthetics, feel good, security, ...)
• Transferrer (e.g. products and services that help customers
dispose of a product, transfer it to others, or resell, ...)
Rank each job according to its significance to your
customer. Is it crucial or is it trivial? For each job
• Indicate how often it occurs.
• Outline in which specific context a job is done, because
that may impose Constraints or limitations. (e.g. while
driving, outside, ...) |
| what is Customer Profile Map- Gain? | • What would make your customer’s job or life easier? (e.g. smaller
learning curve, more services, lower cost of ownership, ...)
• What positive social consequences does your customer desire? (e.g.
makes them look good, increase in power, status, ...)
• What are customers looking for? (e.g. good design, guarantees, specific or more features, ...)
• What do customers dream about? (e.g. big achievements, big reliefs )
• How does your customer measure success and failure? (performance, cost, ...)
• What would increase the likelihood of adopting a solution? (e.g. lower
cost, less investments, lower risk, better quality, performance, design, ...)
Rank each gain according to its relevance to your customer. Is it
substantial or is it insignificant? For each gain indicate how often it
occurs. |
| what is Customer Profile Map- Pain? | Describe negative emotions, undesired costs and situations,
and risks that your customer experiences or could experience
before, during, and after getting the job done.
• What does your customer and too costly? (e.g. takes a lot of
time, costs too much money, requires substantial efforts, ...)
• What makes your customer feel bad? (e.g. frustrations,
annoyances, things that give them a headache, ...)
• How are current solutions underperforming for your customer?
(e.g. lack of features, performance, malfunctioning, ...)
• What are the main difficulties and challenges your customer
encounters? (e.g. understanding how things work, difficulties
getting things done, resistance, ...) |
| what is Customer Profile Map- Pain? pt2 | • What negative social consequences does your customer encounter or
fear? (e.g. loss of face, power, trust, or status, ...)
• What risks does your customer fear? (e.g. social, technical risks, or what
could go awfully wrong, ...)
• What’s keeping your customer awake at night? (e.g. big issues,
concerns, worries, ...)
• What common mistakes does your customer make? (e.g. usage
mistakes, ...)
• What barriers are keeping your customer from adopting solutions? (e.g.
upfront investment costs, learning curve, resistance to change, ...)
Rank each pain according to the intensity it represents for your
customer.
• Is it very intense or is it very light.?
• For each pain indicate how often it occurs. |
| Value Proposition Definition | Value Proposition is the combination of
products and services that create value for
a particular customer segment |
| Value map and customer profile map | pic |
| Value Map- Gain Creator | Do something customers are looking for? (e.g. good design,
guarantees, specific or more features, ...)
• Fulfill something customers are dreaming about? (e.g. help big
achievements, produce big reliefs, ...)
• Produce positive outcomes matching your customers success
and failure criteria? (e.g. better performance, lower cost, ...)
• Help make adoption easier? (e.g. lower cost, less investments,
lower risk, better quality, performance, design, ...)
Rank each gain your products and services create according
to its relevance to your customer. Is it substantial or
insignificant? For each gain indicate how often it occurs. |
| Value Map- Pain Reliever | Describe how your products and services alleviate customer pains.
How do they eliminate or reduce negative emotions, undesired costs
and situations, and risks your customer experiences or could
experience before, during, and after getting the job done?
• Do they... Produce savings? (e.g. in terms of time, money, or e orts, ...)
• Make your customers feel better? (e.g. kills frustrations, annoyances,
things that give them a headache, ...)
• Fix underperforming solutions? (e.g. new features, better performance,
better quality, ...)
• Put an end to difficulties and challenges your customers encounter?
(e.g. make things easier, helping them get done, eliminate
resistance, ...)
• Wipe out negative social consequences your customers encounter or
fear? (e.g. loss of face, power, trust, or status, ...) |
| Value Map- Pain Reliever pt2 | • Eliminate risks your customers fear? (e.g. financial, social, technical
risks, or what could go awfully wrong, ...)
• Help your customers better sleep at night? (e.g. by helping with big
issues, diminishing concerns, or eliminating worries, ...)
• Limit or eradicate common mistakes customers make? (e.g. usage
mistakes, ...)
• Get rid of barriers that are keeping your customer from adopting
solutions? (e.g. lower or no upfront investment costs, flatter learning
curve, less resistance to change, ...)
Rank each pain your products and services kill according to their
intensity for your customer. Is it very intense or very light?
• For each pain indicate how often it occurs. Risks your customer
experiences or could experience before, during, and after getting the
job done? |
| Value Map- Products & Services | List all the products and services your value proposition is built around.
Which products and services do you offer that help your customer get either a functional, social, or emotional job done, or help him/her satisfy basic needs?
Which ancillary products and services help your customer perform the roles of:
• Buyer (e.g. products and services that help customers compare offers, decide, buy, take delivery of a product or service, ...)
• Co-creator (e.g. products and services that help customers co-design solutions, otherwise contribute value to the solution, ...)
• Transferrer (e.g. products and services that help customers dispose of a product, transfer it to others, or resell, ...)
Products and services may either by tangible (e.g. manufactured goods, face-to-face customer service), digital/virtual (e.g. downloads, online recommendations), intangible (e.g. copyrights, quality assurance), or financial (e.g. investment funds, financing services). |
