{"id":23636,"date":"2025-02-24T08:29:40","date_gmt":"2025-02-24T08:29:40","guid":{"rendered":"https:\/\/www.frost.com\/events\/innovation\/?p=23636"},"modified":"2025-03-06T14:21:32","modified_gmt":"2025-03-06T14:21:32","slug":"what-are-you-trying-to-solve-it-always-starts-with-your-customers-pain-points","status":"publish","type":"post","link":"https:\/\/www.frost.com\/events\/innovation\/what-are-you-trying-to-solve-it-always-starts-with-your-customers-pain-points\/","title":{"rendered":"What Are You Trying to Solve? It Always Starts with Your Customer\u2019s Pain Points"},"content":{"rendered":"<p><strong>EXECUTIVES INSIGHTS<\/strong><br \/>\n<strong>What Are You Trying to Solve? It Always Starts with Your Customer\u2019s Pain Points<\/strong><\/p>\n<p><strong>Key takeaways from a presentation by Vishnu Jayamohan<\/strong><\/p>\n<p><strong>Introduction<\/strong><br \/>\nCompanies want to focus on new ideas, yet driving those ideas to success in the marketplace can seem impossible to execute. Starting with a holistic customer-first approach and understanding what unmet customer needs you are really trying to solve for are the keys to going from a collection of ideas to an innovative experience that excels in the marketplace.<\/p>\n<p><strong>Action Items<\/strong><\/p>\n<ul>\n<li>Develop a mindset in which the holistic customer experience comes front and center in driving your new innovations<\/li>\n<li>Cultivate a culture in which technical breakthroughs support the future customer\u2019s unmet need \u2013 not innovation for innovation\u2019s sake<\/li>\n<li>Empower your team to work in an agile and cross-functional manner to prove the value of your customer-first led approach<\/li>\n<\/ul>\n<p>Vishnu shared his working definition of innovation: it solves an unmet need, identifies who the target customer is, and is a viable business proposition for the business and the customers. His presentation covered:<\/p>\n<ul>\n<li>The customer journey \u2013 it helps to \u201cfall in love with the problem\u201d<\/li>\n<li>Understanding what innovation is \u2013 it\u2019s not a technical solution<\/li>\n<li>Learning from failures: products and services that broke through but didn\u2019t quite succeed<\/li>\n<\/ul>\n<p><strong>Key Takeaways<\/strong><\/p>\n<ul>\n<li>Too often we jump to the technical solution before we understand the product<\/li>\n<li>Understanding unmet needs requires understanding the entire customer journey<\/li>\n<\/ul>\n<p><strong>Use Case Study: Understanding the Customer Experience and Addressing Pain Points<\/strong><br \/>\nIt\u2019s important to determine how you envision your target customer interacting with your product. How can you solve key pain points without inadvertently creating new pain points or making existing ones worse?<\/p>\n<p>In the automotive industry, there are specific steps involved before, during, and after each \u201cdrive event.\u201d A trip includes walking to the vehicle, making sure the vehicle is ready to go (e.g., removing snow), placing items in the vehicle, starting the engine, going to the destination, getting there safely and efficiently, finding a place to park, then securing the vehicle.<\/p>\n<p>Examples of innovations that addressed pain points include Uber \u2013 no need to park, OnStar \u2013telematics for routing, safety, vehicle location in parking lot, remote starting in snow, and Tesla \u2013Nissan didn\u2019t understand pain points with electric vehicles. Some in the auto industry made the volume knob a victim of \u201cinnovation.\u201d It became part of digital display, which took away the tactile part of it and forced drivers to take their eyes off the road.<\/p>\n<p><strong>Understanding \u201cUnmet Needs\u201d Requires Understanding the Entire Customer Journey<\/strong><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-23682\" src=\"https:\/\/www.frost.com\/events\/innovation\/wp-content\/uploads\/2025\/02\/INN3-graphic2-1.jpg\" alt=\"\" width=\"1934\" height=\"992\" srcset=\"https:\/\/www.frost.com\/events\/innovation\/wp-content\/uploads\/2025\/02\/INN3-graphic2-1.jpg 1934w, https:\/\/www.frost.com\/events\/innovation\/wp-content\/uploads\/2025\/02\/INN3-graphic2-1-1280x657.jpg 1280w, https:\/\/www.frost.com\/events\/innovation\/wp-content\/uploads\/2025\/02\/INN3-graphic2-1-980x503.jpg 980w, https:\/\/www.frost.com\/events\/innovation\/wp-content\/uploads\/2025\/02\/INN3-graphic2-1-480x246.jpg 480w\" sizes=\"(min-width: 0px) and (max-width: 480px) 480px, (min-width: 481px) and (max-width: 980px) 980px, (min-width: 981px) and (max-width: 1280px) 1280px, (min-width: 1281px) 1934px, 100vw\" \/><br \/>\nSegway was supposed to revolutionize transportation for short trips, perhaps as a replacement for walking, but it didn\u2019t solve any customer pain point. Why do we need to self-balance? Why make walking \u201cwider\u201d on sidewalks that are already crowded? Why is it heavy?<\/p>\n<p>In another example discussed, the Beyond Meat Burger company didn\u2019t quite understand the unmet customer need either. There wasn\u2019t enough of a consumer base interested in the environmental impact of beef production. The company missed on the health aspects of the product because the mindset of someone open to a plant-based meat alternative is primarily health-driven. Consumers perceived Beyond Meat Burger as a highly processed product that was not particularly healthy. This was a great technical solution in the making but missed on understanding the customer pain points. Ultimately, Beyond Meat Burger reworked its recipe to better address the customer\u2019s pain points.<\/p>\n<p><strong>Final Thoughts<\/strong><br \/>\nIf you can\u2019t make the experience better, don\u2019t invest in that innovation. Innovate to address top pain points on the customer journey.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>EXECUTIVES INSIGHTS What Are You Trying to Solve? It Always Starts with Your Customer\u2019s Pain Points Key takeaways from a presentation by Vishnu Jayamohan Introduction Companies want to focus on new ideas, yet driving those ideas to success in the marketplace can seem impossible to execute. Starting with a holistic customer-first approach and understanding what [&hellip;]<\/p>\n","protected":false},"author":143,"featured_media":23648,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[27],"tags":[],"coauthors":[135],"class_list":["post-23636","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-pdslog"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v18.4 (Yoast SEO v27.7) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>What Are You Trying to Solve? 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