1. All Good Things Start with Our Customers Smoking Crack with Our Customers

2. Story of Stalking, Speed Dating, Smoking Crack, and Snowmen. Didn’t always know what we were doing but we did it with purpose.

3. Our Purpose: To deliver technical and innovative solutions that enhance the quality of life of people with disabilities.

4. Strategy “Strategy, Smategy, you’re smoking crack”

5. Getting to Know our Customers “Its Not Sausages and Toothpaste!”

6. Getting to Know Our End Users Freedom to compete Freedom to have fun Freedom from anxiety Freedom from prejudice Ride Connectivity Health End User Emotional Need States

7. “Users aren’t the economic buyers, you shouldn’t be talking with them, you’re smoking crack” Getting to Know Our End Users

8. Getting to Know Our Customers Wheelchair Manufacturer/Designer Therapist/PrescriberClient/End UserProvider/Dealer I want my products to stand out Programming needs to be easier I want the electronics to be able to be personalized Costs are increasing but revenue isn't I don’t have time to properly set up my client’s chairs The electronics make me feel stupid Solution needs to meet all of client’s current & future needs, and be flexible I need stuff that’s simple I want to feel confident driving my chair I need to know what's gone wrong and what to do if something goes wrong I want to stop damaging my home I want to be seen for who I am and what I do I need programming to be easier There are too many systems to deal with Set up and maintenance needs to be simple I want to control my costs and manage my cash flow Value Chain Personas

9. Wheelchairs Are a Gateway … Connectivity - Wheelchairs and Beyond … Serious Crack Problem Advise

10. Customer Insights Problem Solving Tools Good Processes Make a Difference Culture – Good to Great Purpose, Leadership, Values, Excellence

11. Measuring Progress - Business Fitness 2008 Results 320 2010 Results 495 2011 Results 606 2012 Results 625 2013 Results 688 2014 Results 698

12. Speed Dating with Our Customer KPIs – 2 x Customer, 1 x Excellence

13. NPD – LiNX and Agile Goal June 2014: 22 Products 4 yrs US$16M “New” Goal July 2014: 22 Products 2 yrs US$8M

14. NPD – LiNX and Agile Accidentally SAFe … or, 100s & 1000s and Licorice Allsorts LiNX Bubble Agile approach 11 x scrum teams 10 x 10 wk Integration Milestones

15. NPD – Preaching to the Converted What’s great about Agile? Customer centric... Very G2 Product Owner concept Iterative / Flexible even in regulatory space Visible Good and Bad – lots of prototypes, some customers not sure how to deal with Helps us challenge ourselves and the way we work broadly

16. Happy Ending So Far

17. Stay the Course... Smoke crack Custom er Purpos e Strate gy Cultur e NPD Happy Ending So Far

18. Crack or Snow “This is a snow flake”