Archives par mot-clé : design thinking

Improve your Lean Start-up cycle

eye-1560x1107Customers have their eyes on your products. Their feedback is one, and may be the most, important aspect of the Lean Start-up. However lots of company don’t get the most of it.

Let start with a fact: do you read all customer feedbacks?

I have been surprised to see lots of start-ups I follow or company deploying Lean Start-up setting the whole process with lot of care and when running almost ignoring the customer feedbacks they had under their eyes.

That’s a major mistake. Customer feedback is THE most important way to learn about your MVP and to change things if needed, even to pivot when necessary.

Engage your all team (if not your all company)

Getting and analysing customer feedbacks are the most important tasks of your journey to product or service design. Everybody should be focused on getting and analysing it.

Engage your all team to customer Feedback process is key. This is the good way to:

  • have all employees being aware of the maturity level of the MVP
  • have them « feet on the ground » about what they do and have the necessary step back
  • be aware of the work still to do

How to engage everybody?

One moto of Design Thinking and Lean start-up is « go live« . Develop and test. Send your development team to the field, give them the mission to look at customers or clients and see how they use the MVP, what they say they love and hate. Confronting your all team to the field truth is the only way to have them fully aware of what is going on there.

One solution I have personally experiment and which works quite well is organizing Customer feedback sessions (after a test event for example) and let a team member conduct the interview. It works well and empower your team mate to have the issues solved.

I also strongly recommend to have regular feedback sessions, not less than every 3 to 6 weeks.

In one word: Send your team to face the truth of the field.

Do you have some more hints to engage your whole team to take customer feedback seriously? Tell us in the comment section.


Agile + Design Thinking

I have found on Medium a very interesting article about combining AGILE and Design thinking.

Both Agile and Design Thinking require a state of mind and an organisation to be fully deployed with all necessary steps and create the most value.

This article is somehow one of the most interesting I have read so far on the subject of Agile and Design Thinking, A must read: Agile and design Thinking by Tom Roach



A Physical space to innovate? A lab In a way

innovation lab

A Lab but more a physical space for innovation. Meaning not necessarily a FabLab but an innovation Lab.

Having an Innovation Lab instead of a FabLab only is much more powerful especially in corporate. It allows also to innovate on several aspect of the business including technical (with some « Fab » possibilities) and business with, just as we do at our Lab’In Lyon, the Business Model Canva and value proposition.

It gives also the possibilities to have « innovative » meeting: one can « relocate » a meeting in house. That’s a powerful way to change the state of mind of participants while staying at home.

At our Lab we have set two spaces that allow us to have on one side meetings, creativity sessions, Design thinking / service design workshop, business innovation sessions ect… and on the other side a FabLab with 3D printing capabilities, electronic mock-up capabilities, IoT and UX/UI prototyping. It gives very good results with a lot of MVP issued already this year, imagined on one side, made on the other one.

Physical space for innovation


INNOWEO article on Lab’In Lyon FabLab (in french)

Reshaping Business Model canva facilitation with a card deck


For a couple of months now I am testing the Strategyzer Business Model Design Space card deck.

It is a nicely quality printed car deck to help you make the point on what is going on on your business environment to prepare your business model innovation. It helps to understand the forces that act on your model, uncover trends, weaknesses and opportunities for a new and innovative business model.

This is not a tool to facilitate the business model canva itself but more to make the business model generation more reliable and innovative.

The goal is to map out physically around your business model canva all the forces that act on it. Thus, visually you have a representation of those forces around your business. Just as it is in real life.

The deck itself

Nicely printed on quality paper, it is composed of 5 categories of cards.

cardeck8Each card is a set of questions that one should ask to the group. Each card has a title and a subtitle that allows understanding clearly the meaning and the aim of the card.


  1. The “how-to” cards
    Frankly speaking this is most of the time missing in the cards deck one can buy to facilitate workshop (see IDEO design cards). Those 6 cards explains you the goals of the workshop, how to implement it, the materials, the groupe, what outcome should be awaited and what are the possible next steps. Very valuable to start.cardeck3
  1. The “Industry force” family
    Those cards aim to describe what is going on regarding the industry (competitors, new entrants, substitute, stakeholders…cardeck4
  1. The “market force” family
    They address everything related to the market tectonic: issues, demand, segments, costs…


  1. The “Key trends” family
    Technology, regulations, society… are seen herecardeck6
  1. The “Macroeconomic” family
    Those cards will focus more precisely on global market conditions, capital, commodities and resources etc….cardeck7

For each family you have 4 cards on each topic with about 5 questions. Once you have answered all the questions you have a nice overview of the particular topic.

Reshaping the business model canva facilitation

I have used the deck to facilitate 3 pre-workshop so far, mainly for small businesses (as pro bono facilitator). Unfortunately I have no pics of our very funny, very productive WS.

The deck opened my eyes about Business Model canva facilitation. Before I was jumping right ahead into the canva itself, neglecting in a way the entire environment in which the business was done. Even if we were pretending to take it into account, we weren’t. The visual display of the environment that allows the deck helps a lot during the business model making process itself. And some errors can thus be avoided.

Now I use a new process for Business Model Innovation:
process V1

All those workshops can be actually performed sequentially the same day, even during the same workshop. However I think it is important to have them all. I am still wondering if Actual BM workshop should be after the Environment one (please leave a comment if you have a proposition), however, the steps are here.

Having those workshops at different times and locations is of a huge interest and I really advise to do so. It helps people to fully think, aggregate and compile the data and the results of each WS in the meantime. That’s key and provide a lot of value if you plan a 30min “back-to-previous-results” slot at the beginning of the subsequent WS.

As usual, if you plan a Business Model Innovation, be sure that you work in detail and with a lot of care on the composition of the group. This is somehow the most important preparation step.

Any comments? Please feel free to leave a comment below of to contact me: / @BaptisteLeSueur


My secret recipe for Innovation

recipeI have a secret recipe for Innovation. And i am gone to share it with you. It doesn’t mean that applying this you will innovate for sure and succeed each time. No. This is actually the way I propose to run n innovation process in order to maximize the chance of a success. But what is success in that case? Creating value, for your customer and for you.

A two dimension approach

Most of the time people think that innovation is inventing something. That’s not true, or at least partially. Inventing is one part of innovation. Selling it is the other part. So to innovate wisely one has to ensure both the technical and business side of its project.
Make a little stop here. Just think and try to remember things that was technically perfect, cutting-edge technologies but never sold. Found some. Mee too. The other way round? More difficult because no one is used to look at the business model but I am sure you can find some
So to innovate you have to have something that is innovating on the technical and business sides. Let’s have a look at each of them.

Innovate « technically »

I should have chosen another word but couldn’t (if you have proposition please let a comment). What do I mean when I say « Innovate technically ». Don’t misunderstand me. Do we have to have something brand new to innovate on the technical side? NO. Talking about the technical side, I mean proposing a new solution which could have been invented years before but never applied on our area of innovation. But wait… « a new solution » to what? YESSSS here we are. A solution needs a problem. So to innovate wisely you need to solve a problem. And to solve it in a way that never has been before. To my point of view it means that clients should be at the centre of your consideration. What is their real problem? How can you solve it in a way they value your work? One of the best methodology I have seen in action so far to address those questions is Design Thinking and ServiceDesign.


Design Thinking will help to identify customer needs, values and environment to define a clear vision of their problems to solve in order to come up with good ideas that you will prototype and test. So I would say that in the early stage of your Innovation Process, you should consider Design Thinking and its tools.

Speed is Gold

Once that done, speed is key. You have to iterate as fast as possible collecting the maximum insights and feedback from users and customers to modify your products (your value proposition). At that point of an Innovation project (service or product), the Lean Start-up seems to me the best method to accelerate your development. Lean Start-up allows you to learn on what your customer value and how you can bring this value to them.

Lean Start-up Cycle
Lean Start-up Cycle

We will see later how to implement it with the Design Thinking Approach.
Lean Start-up approach will allow our project to deliver faster and be sure that our value proposition is understood and appreciated by out customers. Moreover it will give us some good insights about what they value in our offer.

Business model innovation

As lean start-up and Design thinking are methodologies that gives us good insights and feedback about what is the good solution for a given problem to solve and what the future customers value in our value proposition, business models can still be very different. Innovating in Business model is also a good way to innovate.
Let’s have a step back. Old products, innovative business models. Some example to share? I am sure YES. Best is new product, innovative business model. Example? Again I am sure you found some. (if not, let me a comment I will give you some example I have in mind). Regarding Business Model Innovation my favour goes to… Business Model Canva and Value Proposition Design of course. thanks to those tools you can define, represent and iterate quickly on Business Model and chose the one that will create the most value. It is really rocket tools that works well (I have really good experience applying those 2).


Innovating in Business Model is the most powerful way to disrupt and create higher value for both clients and your organization.

The secret recipe…

How to mix all those nice tools and methodologies in order to maximize the chance to have at the end an innovative product or service?

That’s the secret. A good mix of those methods incl. other tools (JTBD…) lead to maximize the chance of delivering a good service/product, suited to clients needs and that they value enough to buy at a fair price.


On My Shelf – My 8 preferred books on Innovation and Innovation projects

Innovation books collection

Lately a friend of mine asked me about what kind of books I would consider if asking about « must read » dealing with innovation: Here is my selection of 8 books that are, at the time, the ones I consider as the most valuable.

This is Service Design Thinking

This is Service Design Thinking
This is Service Design Thinking

More than any other books even more than any other website or TV show speaking about IDEO, this is how I have discover Design Thinking and especially SERVICE Design Thinking. Still one of my favourite reference and reading. A comprehensive and useful website is available.

Lean Start-up

Lean Start-up by Eris ries
Lean Start-up by Eris ries

Is there really a need to come back to the Lean Start-up by Eric Ries? Nope. I have been deeply inspired by this book to develop my own approach of Lean Start-up in corporate, used in my company with wonderful results. If you had to choose one…

Business Model Canva and Value Proposition Design

Business Model canva et Value proposition design
Business Model canva et Value proposition design

The sister’s books that worth the reading. I have used and then spread it all around in my company. Benefits? Having a dedicated and common framework and vocabulary to speak about business model and value proposition and more than that, having engineers thinking about business 😉

The Standard for Portfolio Management

Standard for portfolio managementDealing with Innovation projects is nothing else but managing a portfolio of projects. Thus the standard from the PMI(c) is fundamental because before being « innovation » they are « projects » a must be properly managed.

Innovation Jugaad

Innovation Jugaad
Innovation Jugaad

In a time where money is missing and when you have to be more and more effective to be sure that every € you put inot innovation will produce some more € as a business, it is vital to do more with less. That’s what Innovation Jugaad is teaching!

Getting to Yes: Negotiating Agreement Without Giving In

Réussir une négociation
Réussir une négociation

Here is the French version of the famous negotiation book from Roger Fisher and the Havard Negotiation Project. A very useful book for Innovators and for everybody as we all have to negotiate one day or another. Most true for innovators who deals everyday

Les systèmes de suggestion en révolution (idea management in revolution)

I don’t know about the english title of this book but as it has been written by the wonderful Bernie Sander it was originally in english.  A very interesting book for those who have to run an idea management system.

Les systèmes de suggestions en révolution
Les systèmes de suggestions en révolution

Do you see some more to add? Leave a comment!

Your next product idea is right here, in front of you.

Well, exactly it is in front of your future customer but as you are customer oriented you are in front of them so…

I have been asked lately about one product manager of my company about how to have great products ideas. I told him that I had no direct answer for him but I could try to help anyway.

To find good product ideas, follow the steps: 😉

  1. Talk to your customers.
    They will pay for your product so ask them what they want, what are their concern, what should be « Whahou!! »
  2. Find a problem to solve
    That’s key. No one will pay an extra € or $ for something that fix… nothing. So try to find an issue and solve it. An important issue of course. An issue for which people are ready to spend some money to avoid it. Pierre Valade, the founder of Sunrise, tells that he is focusing on everything that takes more than 5 min a day.
  3. Know your market
    What are the exisitng product? What are the leaders? Why? What are their advantages, their limits? Read online merchant website to know what people think about it…
  4. Focus on User Experience
    That makes sense. Focus on what will your customer feels when he/she will use your product. That’s key.
  5. Test it, refine it, reTest it (and rewind)
    testing is key for product development. Getting feedback is so more important that it should be your fist concern. By getting feedback you can adjust your product to your market needs and identify your market. Do and redoing it, both parameters will be assessed: market and product design.

Visual Project Management: why you should give it a try


In the Last issue of PMNetwork from the PMI I have been really interested in an article called: « Now you see it » about the advantages of visual modeling in project management and moreover in gathering requirements.

A short experience

I have myself used Visual Project Management to manage a Continuous Improvement project this year.

Mur Pit Stop visual management
What you can’t realize from the pic is that this tool helped us for:
  • Planning
  • Risk analysis
  • Stakeholder mapping
  • Cost management

We did not use it for requirement analysis but know we have seen that we could do that visually too.

The main interest is as everything is represented graphically, with dedicated colours, with earned-value indicators, and positioned within time (just a funnier and more complete Gantt chart). So you can really see each morning what is late, what you should have on your desk, what is the next task/deliverable/risk to be mitigated…

You have your project under your eyes at a glance. And not only you as project manager. But the whole team. Everyone gets more involved, responsible and accountable for his tasks, in a gentler way that usual Project management tool. That’s one of the most impressive effect of Visual Project Management: Team involvement.

Where should I look to find visual project management tools?

Lost of tools exist and are already mastered into your company. don’t try to reinvent something that your organisation masters. However some new tools can enrich this approach for the best of your project.

  • Continuous improvement tools
    Such as Ishikawa, Value Stream Mapping, Process Workflow and so on can be used to gather requirements, find interactions and lean-ify your project
  • Visual management
    Of course Visual Project management is first of all… visual management so please take a look at your dashboards and see what could be useful for your projects.

Those first two are kind of classic. However I would like to mention one family that is of a big interest for my actual projects

  • Design thinking tools
    Yes really. Design Thinking. Customer journey, Blueprint, persona etc… are very good tools to manage a project and model its interactions, requirements and deliverables. Planning can be fined tuned using Customer journey. Give it a try!

Of course most of the tools that helps you to analyse a situation or predict scenarios can be helpful.

What for?

More than just tools, Visual Project Management will have a major impact on your project. A faster agreement on requirements is done using a Ishikawa like diagram called « features diagram » or « features tree ». You can build a better common understand of the project and its deliverables using the Customer Journey. Project monitoring is easier when leverage on Visual management tools and techniques.

As a conclusion

You should really try the Visual Project Management. Definitely. After my first experiment of it I use it every day to manage my R&D/Innovation portfolio together with more classical PMP processes. It helps me to leverage the portfolio approach while giving me the opportunity to better understand and model the interactions among the projects, esp. the resources, and to communicate at the easiest with all stakeholders.

Design Thinking: Service Blueprint?

Service Blueprint (from cooper)

Design thinking is a collection of tools that helps to design your product or service by focusing on usages and users. Among those tools is one which I would like to put some light on today: Service blueprint.

Customer Journey vs Service blueprint

While the Customer Journey map is focusing on User Experience and how he interacts with the Service you are proposing (feeling, actions…), the Service Blueprint is focused on the process of the Service. What is behind the Service and makes it suitable for the customers (front and back office, touchpoints…). Saying so the choice of one of those two tools is easy: Customer Journey map when trying to modelize and improve the Customer Experience, Service Blueprint when trying to modelize and improve the process behind the service.

I personally really like the table given by, trying to find the right way to choose between those 2 tools.

The blueprint is best when your goal is:

  • to identify process breakdowns and opportunities for process improvements
  • to inform an implementation plan for a new service
  • to examine service metrics in the context of service delivery processes
  • to define a vision for how a service or touch point(s) could become higher or lower touch

The journey map is best when your goal is:

  • to identify customer pain points and service gaps
  • to design a new service with customer experience at the core
  • to examine the customer experience across touch points of a service
  • to define a vision for how a service or touch point(s) could change the customer experience

Of course, Customer Journey Map (a great canva is available here) and Service blueprint could be one tool with one side for the Experience and one side for the Service with the Service itself in the middle. Doing so one has the global view of its Service, both process and experience. However, one has to realize that this kind of representation come with less details as if only one tool was used.

Service Blueprint and Customer journey map at a glance
Service Blueprint and Customer journey map at a glance


I have experienced each tool and even facilitated one group making a blueprint. My advices to apply wisely such tools are:

  1. Don’t c are about the tool, care about the goal you want to achieve.
  2. Journey and blueprint enrich themselves. Avoiding to mix them is dumb and even counter productive as you may need the mix by itself to better design your process.
  3. Focus on the time line and on how things happens (UX or process).
  4. Hire someone who has experience in such tools but don’t know your business. It will help to enlight blocking points and challenge status quo.

Did you experience Customer Journey map or Service Blueprint? Share your experience and leave a comment.


INNOVATION TOOLS: design thinking tools that works in corporate

Lately I have taken part to lots of experiments to see how design thinking tools could work in a corporate. We will not talk here about the necessary change management and cultural gap bridging that has to be made in some organisation before even speaking about design which is still equal to aesthetics in some heads.

I am happy today to share with you the tools I have tested and which I think have a real value within a corporate. Those tools have been used in the field of B2B Service design.

Customer Journey Canva

One of my favourites. In most of corporate, contact with the customers has been lost through loads of processes and procedures. Customer Journey helps to give back the Service Culture and the voice of Customer to the organisation

Service Blueprint

One of my favourites, again. Goes very well with the Journey. It helped my teams to focus on the front and back office and help them to find some hidden issues with the Service they were developing. Priceless.


Works well to define the customer profile. However one should take care in the process of building it.


Refraiming is not so well know. It consists to take a step back and look how your customers interact with your products. Very useful as first step.


Certainly the most difficult tool to use « in light » in large coporate, usually reluctant to deploy « soft sciences ». However this tools is no more than observation, shooting your products and customers « live ». Can be done without calling it Ethnography if it causes troubles in your organisation. I have deployed it by putting video camera all around the place, filming the actions 7/7 24/24.

Other tools

Creativity methods (I am a certified facilitator for almost 10 years now) , Assumption validations, A/B testing, World Cafe, Mind Mapping, Customer co-creation and pretotype using FabLabs capabilities are also some very interesting tools that works in corporate


I personally used each and every of the tools above, mostly with success. However I think that one shouldn’t underestimate the energy, the time and the knowledge necessary to apply them wisely and thus extracting from each of them the most valuable results. Thus please consider to hire a professional (choose it wisely also and compare performances and offers which are really different and of various qualities)


You want to share your experience about Design Thinking tools? Please leave a comment.



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