1. BOOTCAMP SOCIAL INNOVATION ACCELERATOR TO CREATE LASTING CHANGE
PRESENTED BY SANTANDER
developed in partnership with

2. CUSTOMER DISCOVERY

3. Lane Conner
Title, Company

4. Mentor Prep + Cost Assumptions
Business Model Validation Lab
Identify Assumptions
Rapid Prototyping
Mentor Prep + Cost Assumptions
Strategic Planning
Customer Discovery
Customer Validation
Mentor Feedback
Keep Momentum

5. 10% of startups fail because of product or technology failure
90% of startups fail because of inability to find customers and a market
Steve Blank

6. THE CUSTOMER Everything flows from validated assumptions of:
who the customer is
what the problem the customer has is
if entrepreneur is able to effectively address that problem with a solution
if the customer is willing to pay for it
There is nothing more important to first determining if there is product-market fit. Every other assumption will flow from here.

7. COMMON CHALLENGES
Entrepreneurs don’t know exactly how to prioritize what to focus on in the early days of their venture
Entrepreneurs don’t spend enough time in market
Entrepreneurs underestimate how fast they can learn
There is nothing more important to first determining if there is product-market fit. Every other assumption will flow from here.

8. TODAY’S PLAN Learn how to find + interview customers
Build a customer interview script
Go interview customers

9. 1. Customer
2. Problem
3. Solution
4. Value Prop

10. YOUR JOB THIS WEEK Unknowns → Knowns
This is a concept that will be drilled home again and again and again throughout the course of the Lab. Take an unknown and convert it into a known through increasing your rate of confidence in that thing being true. How do you increase your rate of confidence? You get feedback from customers.

11. WHAT HAVE YOU ALREADY TRIED?
Ask entrepreneurs how they have engaged with customers in the past? What have they done?

12. HOW TO FIND CUSTOMERS Principles Identify the broad customer segment
Follow the problem, not the solution/product
Practice
Online
In-Person
When looking to find customers, it’s important to look for people who are experiencing the problem. Go follow the problem, not the solution, to your customers. As you follow the problem, you will find that perhaps the solution - as you understand it - is not the best solution. Finding people who have the problem you are attempting to solve will leave you more open-minded about how your solution might adapt and change.

13. HOW TO TALK TO CUSTOMERS

14. FRAME IT
It is important for the entrepreneur to frame the conversation for the customer so they know what success looks like for the entrepreneur and what their role is in that.

15. QUESTIONS
“Do you agree that these muffins are just totally delicious?”
The importance of asking good questions: entrepreneurs who are excited about their solution might be inclined to ask questions about their solution or might ask leading questions that would give them the answers they want to hear. It’s important at this point to talk about the art of a good question:
open-ended: It should not be a yes/no question
non-leading: they don’t yield accurate answers
not associated with solutions: when asking a good question, it’s important for entrepreneurs not to preface the question with the solution they have, or else they will be biasing the response
why is this question bad?

16. QUESTIONS Four Things to Remember: Open Ended Quesitons
Who, What, When, Where, How
K.I.S.S.
Features And Benefits
WIIFM
The importance of asking good questions: entrepreneurs who are excited about their solution might be inclined to ask questions about their solution or might ask leading questions that would give them the answers they want to hear. It’s important at this point to talk about the art of a good question:
open-ended: It should not be a yes/no question
non-leading: they don’t yield accurate answers

17. EXAMPLE QUESTIONS Tell me about your experience with/when _________?
Walk me through how you ________?
What pain points do you experience when _________?
In _________ scenario/environment, what are you trying to do/get done?
The importance of asking good questions: entrepreneurs who are excited about their solution might be inclined to ask questions about their solution or might ask leading questions that would give them the answers they want to hear. It’s important at this point to talk about the art of a good question:
open-ended: It should not be a yes/no question
non-leading: they don’t yield accurate answers

18. LISTENING > TALKING
You are excited about your solution, and will be inclined to just jump in and start talking about your product/service/solution
Instead, the key is to be patient and do more listening than speaking
The goal is to learn as much from the customer as possible
There is a difference between listening and hearing

19. NEXT STEPS Role Play (10 minutes)
Build out an interview script (20 minutes)
Practice (20 minutes)

20. QUESTIONS?