OptiFix
About this project
Our SCIEX LCMS systems combine innovative software and hardware features to instill user confidence. Leveraging the OS, our integrated platform ensures data integrity, seamless usability, and efficiency gains for mass spectrometery workflows. Advanced algorithms simplify instrument control and automated data processing, enabling swift, well-informed decision-making.
Role:
UX Researcher, Workshop Facilitator & Moderator
5 Days
Background
In the competitive landscape, we have observed competitors releasing “self-healing” or Instrument Health tools. To capture market share, increase revenue, and surpass our competitors, our solution must not only match these capabilities but also excel in areas such as instrument uptime and maximizing throughput.
Objective
To capture market share, increase revenue, and outperform competitors in the realm of instrument uptime and throughput maximization, our solution must not only match but surpass the capabilities of existing “self-healing” or Instrument Health tools offered by competitors.
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Process & Journey
Prework
We analyzed competitive assessments, past research, Voice of Customer feedback, and service data to validate the need for a prognostics solution. This comprehensive analysis informed us about market demand, differentiators, and user expectations. By integrating these sources, we substantiated the need for a solution that proactively predicts and prevents failures, optimizes maintenance, and delivers value.
Assumptions
Attendees received focused training on ecosystems. Following that, an interactive discussion on identifying the focused ecosystem ensued. Teams recorded ‘Wastes,’ ‘Needs,’ ‘Problems,’ or ‘Barriers’ during the activity. These insights laid the foundation for creating a persona table.
Following focused training, attendees engaged in an interactive discussion on creating personas using the ‘Wastes,’ ‘Needs,’ ‘Problems,’ or ‘Barriers’ identified earlier. The teams then developed these personas further.
In preparation for the upcoming activity, attendees were divided into two teams. Their task was to use the previously identified ecosystems and personas to pinpoint specific problems. Clear guidelines were provided to maintain focus, and both teams were instructed to identify waste in areas like ‘Product Flow,’ ‘Customer Ecosystem,’ ‘Compensating Behavior,’ and ‘Future Problems.’
The two teams were instructed to come together as a single group and collaborate in identifying the top problems. To prioritize these problems, each attendee was given 10 votes, which they could distribute among the problems they perceived to be the most critical. This voting process allowed for individual input and ensured a collective determination of the top problem areas.
To align business goals with user needs, we reframed identified problems into specific user needs and barriers. The teams, based on personas, rearticulated the problems, enabling a focused approach to address user group needs.
The two teams were instructed to come together as a single group for the upcoming activity. Each attendee was provided with 100 points per person and tasked with scoring each user need based on their judgment of importance. To simplify the calculations, the teams were instructed to score in increments of 5. After adding all the scores needs could easily be ranked from 5 (highest) to 1 (lowest). This scoring and ranking process allowed for individual input and helped prioritize the user needs effectively.
After identifying a solution concept, the team recognized that execution and delivery might take time. To justify the solution, they created a value proposition using a template. The goal was to bridge current beliefs with future benefits in 1-2 sentences.
In the final workshop activity, unexpected risks emerged from the parking lot. To address them, we quickly evaluated and scored each risk using a 3-band scale. The aggregated scores provided an overall project risk assessment, enabling effective risk mitigation.
takeaways
- Important to keep conversations of needs agnostic to specific solutions (remove bias from existing solutions)
- Good to have a Cross Functional Team coming together for this critical concept.
- There is such an emphasis on the service side but crucial to differentiate from an internal vs. external perspective.
- The CPD process has a substantial amount of work involved, especially when run traditionally. Heavy pre-work is advised to save time when together.
- While in person events are powerful, losing many members throughout the event caused some mixed messaging.
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