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Planview Customer Success Center

Ideation and Voice of Customer

Ideation and Voice of Customer

The Ideation and Voice of Customer capability supports the collaboration of new ideas between organizations and their employees, customers, and supply chain, and the creation of targeted ideation campaigns to generate creative solutions to business and product challenges. Each capability within the Planview Capability Framework has a distinct set of features and functionality, business processes, best practices, and analytics and reports that deliver value to customers in the form of specific business outcomes.

Ideation and Voice of Customer Business Outcomes

Foster stronger collaboration and ideation, allowing the crowd to share challenges or opportunities with each other and select the best solutions to business and product challenges.

Generate, capture, and refine new product ideas, managing the entire process of evaluation and prioritization.

Use quantitative reviews and qualitative evaluations to select product ideas with the strongest business value and market potential.

 

Ideation and Voice of Customer Processes

This capability supports collaboration between teams and customers to gather new ideas, opportunities, and solutions that can support innovation. Create targeted ideation campaigns, aggregate different perspectives, and arrive at objective and unanimous decisions that drive value.

           

Standard Challenge Process Steps

The Standard challenge empowers organizations to collaborate on new ideas with employees, customers, and the supply chain, allowing them to quickly gather many ideas and build a community culture of innovation.

Organizations can use Standard challenges to create targeted ideation campaigns to solicit creative solutions for business and product challenges, or to quickly test new product concepts before investing. 

           

Innovation Mgmt - Standard Challenge.jpg

Ideation and Voice of Customer Standard Challenge Process Flow

     

Process Step Description
Challenge created

Create a new challenge using the Challenge Wizard, entering important relevant information such as the start time, end date, and the business problem the challenge is designed to solve. Challenges can also be created from a challenge template. Once the challenge is created, you will also configure phases for the challenge. 

Use the standard challenge blueprint to ensure you have all the necessary information while creating your challenge, which will help with framing the challenge for your participants. 

For more information:

Participants post ideas

When the challenge commences, participants will post ideas on how to solve the business challenge. Each idea will contain a title and description, along with an image. Categories, keywords, and attachments may also be added.

For more information:

Participants edit ideas

Participant can make edits and incorporate suggestions into their ideas as the challenge moves through the process, feedback is given, and more ideas are posted.

Participants comment on ideas

Enable commenting to allow participants to provide feedback on ideas as they identify additional opportunities or potential problems with an idea. Users may also show support by liking ideas and comments.

Participants vote on ideas

Throughout the initial phase of the challenge, users are able to vote on ideas they support. The voting system is configured within the Challenge Wizard to be based on either the number of likes or by a star-rating system. These criteria can be used to determine if ideas pass into the next phase.

Experts review the top ideas

To prioritize the ideas that hold the most value for the organization, set up an evaluation stage to have an executive committee or panel of experts evaluate the ideas and decide which ones will move forward in the process.
Ideas selected    

With the top 5-10 ideas identified, the organization must now select which ideas to implement through the process of an idea selection meeting where top ideas are discussed with the sponsor, experts, and any other stakeholders. 

Download a challenge report prior to the selection meeting to get all relevant information on each idea in a spreadsheet.

During this meeting, discuss the value of each idea against the organization's evaluation criteria, its impact on business, budgeting, and the implementation strategy for the ideas selected, including who will be responsible for execution. Ensure there is a plan for announcing the selected ideas.

When administrators are ready to announce the selected idea(s), a challenge administrator can choose the selected idea(s) on the challenge home page. They can create a custom layout for the announcement and an email will be sent to selected idea owners if enabled. 

Challenge closed    

When the last phase of your challenge ends, Spigit will automatically update the challenge timer, all pages, and permissions. You can manually close a challenge at any point. 

Once the challenge is closed the challenge winners and top participants should be announced in a timely manner and the Implementation process will begin.

           

           

Always On Challenge Process Steps

The Always On challenge provides organizations with an open forum to drive continuous improvement through ideation and collaboration. Participants can submit ideas, comment on existing ideas, and vote as inspiration strikes.

Like the Standard challenge, the Always On challenge supports creating targeted ideation campaigns to solicit creative solutions for business and product challenges, or to quickly test new product concepts before investing. 

           

Ideation & Voice of Customer - Always on challenge.jpg

Ideation and Voice of Customer Always on Challenge Process Flow

     

Process Step Description
Challenge created

Create a new challenge using the Challenge Wizard, entering important relevant information such as the start time, end date, and the business problem the challenge is designed to solve. Challenges can also be created from a challenge template. Once the challenge is created, you will also configure phases for the challenge. 

Use the standard challenge blueprint to ensure you have all the necessary information while creating your challenge, which will help with framing the challenge to your participants. 

For more information:

Participants post ideas

When the challenge commences, participants will post ideas on how to solve the business challenge. Each idea will contain a title and description, along with an image. Categories, keywords, and attachments may also be added.

For more information:

Participants edit ideas

Participant can make edits and incorporate suggestions into their ideas as the challenge moves through the process, feedback is given, and more ideas are posted.

It is worth leveraging idea expiration, moderation, and categories to ensure all ideas are being reviewed on a regular basis. 

Participants comment on ideas

Enable commenting to allow participants to provide feedback on ideas as they identify additional opportunities or potential problems with an idea. Users may also show support by liking ideas and comments.

Participants vote on ideas

Throughout the initial phase of the challenge, users are able to vote on ideas they support. The voting system is configured within the Challenge Wizard to be based on either the number of likes or by a star-rating system. These criteria can be used to determine if ideas pass into the next phase

Experts review the top ideas

To prioritize the ideas that hold the most value for the organization, set up an evaluation stage to have an executive committee or panel of experts evaluate the ideas and decide which ones will move forward in the process.

Participants vote using Pairwise

In the final round, compare ideas side by side with pairwise voting to help determine which ideas have the most support from participants in comparison to other ideas presented.

For more information on configuring pairwise voting:

Ideas selected The organization selects which of the identified top ideas to implement through the process of an idea selection meeting, where the top ideas are discussed with the sponsor, experts, and any other stakeholders.
Selected ideas assigned to owner for further action If designated idea owners have been contacted, they will be assigned further steps to implement the selected ideas. Users can continue to post ideas on how to solve ongoing business challenges and move through the editing, feedback, voting, and review process.

            

           

Situational Variables for Process Flow

  • Sequence order
  • Timing of launch, phases, closing
  • Participation – who does what
  • Visibility – who sees what
  • Screen submissions prior to publication
  • User tasks or approvals

           

           

Use Cases

Popular Applications.png

Ideation

  • Time-bound challenge: set start and end dates
  • Micro-challenge or Tap, using TeamTap
  • Always-on challenge: no specified end date
  • Live challenge: facilitated in person or via web
  • External challenge: with non-employees (may require separate Spigit instance)
  • Dragon’s Den, Shark Tank, or contest challenge: compete for best idea and pitch to executives
  • Hackathon: define problems; suggest and select projects for the event; collaborate, review, and select projects

showcase applications.png

Knowledge sharing

  • You Ask, You Answer Q&A challenge: Crowd submits questions, crowd provides answers
  • You Ask, We Answer Q&A challenge: Crowd submits questions, a defined subset of individuals provides answers
  • Success stories, proven innovations, best practices, thought starters, creativity how-to

Additional Applications.png

Applications may include, but are not limited to:

UseCases.png

 

           

Best Practices

An Innovation effort can be a complex, sequential series of actions around posted ideas, in response to a corporate-approved Challenge Question (challenge). By contrast, it can also be a simple, spontaneous outreach amongst one's peers to solve an immediate problem (Tap). The following Best Practices illustrate opportunities for Collaborative Discovery and Collective Decision Making in an Innovation Management Solution.

Managing Your Innovation Program

  • Crowdsourcing Program Advocacy: Educate your colleagues and potential challenge sponsors on what crowdsourced innovation is: engaging the people who know your business best—your employees, your suppliers, your partners, and your customers—to collaborategenerate and prioritize new ideas. Secondly, let them know how it can be used, for example, leveraging the power of the crowd or identifying challenge opportunities. Lastly, inform them how to run different types of Innovation Events, i.e., a time-bound vs. Always On challenge, Hackathon, Internal vs. External Challenge, Team Tap.

  • How to run a Successful Challenge: Running challenges in a continuous cycle is a highly effective way to align individual motivation with organizational goals. Before the challenge begins, identify key goals and obstacles. Formulate the right Challenge Question to pose to your crowd. Select the best Challenge Owners for their roles. Launch the challenge and energize participants. Give participants feedback and conduct transparent idea evaluation. Follow up with challenge results and celebrate wins. Note Lessons Learned for the next challenge.

  • Build the Right Team for your Innovation ProgramIt’s crucial to build the right team in order to maximize the effectiveness of the Innovation Program's effort. Clear roles and responsibilities are necessary in order to succeed. Participants, roles, and responsibilities will change over time, particularly as goals are met and new problems and opportunities emerge, but it’s critical that assignments are clear and understood at launch.

  • Best Practices for Idea Evaluation: Consider the evaluation criteria before you begin reviewing ideas, to determine which Ideas show the most promise and which can be easily put to the side. Determine what characteristics an idea must have in order to move forward to the next stage. Use built-in metrics like star votes, views, comments, or time of last activity to determine which Ideas are in most need of response, which ones are potential winners, and which can easily be taken out of the mix. Be as specific as possible about what you’re looking for when starting a challenge. Establish a strong context and use the challenge description in Spigit Email Notifications to state what your goals are and what factors you’ll need to evaluate Ideas.

  • Develop Products more Effectively: If there’s one thing Product Teams are not lacking for, it's a constant flow of ideas about how their product should evolve to meet the needs of different constituents. However, without a systematic process, teams can struggle to ensure they're focusing scarce resources on the most impactful validated enhancements that customers and potential customers desire. Empower Product Teams to build better products by managing the flow of product ideas with Spigit, 

Long Term Success

  • Promoting your Innovation Program: Internal marketing is a powerful tool that can be used to inspire employees and motivate them to become innovators. Introduce Spigit to Your Community. A town hall meeting is a key event for communicating your corporate strategy and innovation goals to your entire community and explain how Spigit is part of realizing that vision. Branding your Innovation Program makes it easier for you to talk about the program and rally participants. Spigit Email Notifications are an internal marketing tool built directly into Spigit that can be used to introduce initiatives, kick off Challenges, motivate participation, and celebrate wins.
  • Driving Participation with your Innovation Program: By providing frequent and continuous feedback, maintaining transparency, recognizing contributions, and sustaining long-term engagement with rewards and incentives, you motivate employees to keep contributing and remain active participants in your Innovation Program.
  • Leadership in Innovation - ModeratorsThe Moderator is responsible for managing the day-to-day activity of the Innovation Program, and directing ideas through different stages of evaluation to turn potentially useful ideas into action. Through a four step approach—Discover, Discuss, Evaluate, and Decide—you can better understand how to use Spigit features to motivate participation, drive sustained engagement in your innovation program, and identify and act on the best ideas.
  • The Power of No in an Innovation Program: Declining ideas is a necessary part of an Innovation Program, and when done transparently, can provide the fuel for ongoing engagement with the program. If that “no” comes with a thoughtful reasoning as to why the idea won’t be presently acted upon and realized—usually citing a constraint—nine times out of ten the person will accept the outcome. People understand constraints. What they want is a conversation. To be listened to. Often “nos” in an innovation program represent the fitness of the idea to the current environment. As that environment changes, that “no” can easily turn into a “yes.” 

Top 10 Tips/Best Practices for Hosting a Challenge

  1. Find the right sponsor: Someone dedicated to solving an important opportunity and willing to advocate for the challenge and follow through with the ideas.
  2. Ask the right question: Something that is owned by the sponsor and is aligned with the strategic objectives of the organization.
  3. Invite the right audience: The more the better. Diversity in thinking is an innovator's best friend.
  4. Moderate the conversation: Active moderation helps build ideas, connect people to ideas, and keeps the crowd focused on the challenge topic.
  5. Evaluate the ideas: Subject Matter Experts (SMEs) should evaluate the crowd-nominated ideas, to ensure they meet the sponsor's criteria for success.
  6. Communicate: A well planned communication campaign drives overall participation and engagement on the desired behaviors and goals.
  7. Recognize excellence: Provide recognition for participants that go above and beyond with their activity levels and quality of content.
  8. Monitor the challenge: Check idea graduation rates and participation levels often; which can help determine needed adjustments to graduation criteria and communications.
  9. Take action: Do something with the selected ideas to build credibility and demonstrate value to all stakeholders.
  10. Follow up: Let the audience know what's happening with the selected ideas, so it doesn't turn into a black hole suggestion box.