There is more than one type of customer.
The "let's think about client" perspective has become widely known, and more and more people are considering it, but often they are satisfied with considering only one type of client. For example, consider a system like UberEats, where you order food online and it is delivered to your home.
https://gyazo.com/e1a79f90f92d5b29cc87946e861bc697
This is not enough consideration. Cooking" and "delivery" do not just spring up on their own.
In reality, there is a delivery person who provides the labor of "delivery". If the delivery person does not want to use this system, the system will not work.
https://gyazo.com/b4eee1a01ec6db05168f9210c435cfab
So, looking at this diagram, the part where the "dish" comes out has not been drawn yet. Let's draw it.
https://gyazo.com/e93077606a5dc1c4a21868597812124f
In other words, the "order taker" is not the only customer; there are also "delivery person" and "cook" customers. If each of these three types of customers does not feel that using this system is worthwhile, the system will not work well.
In other words, when designing such a system, one must consider what value will be provided to each of the three types of customers.
Let's consider another example, a "go there to see interesting content" type of service like Pixiv or YouTube.
With this service, users will see interesting content!" is not enough consideration
https://gyazo.com/09a6589d9d43c2a3003d5963fde558f5
That content will not spring up on its own. There must be a creator, such as a YouTuber or painter, who creates it. Then, what value do these creators receive from this system?
https://gyazo.com/8cb91b1083f59a3eeb497cef71932066
For example, if we were to pay a creator, where would the money come from? You would have to consider the following questions. Would viewers be willing to pay?
When that seems impossible, it may be possible to make it this way by developing another customer, for example, an advertiser.
https://gyazo.com/b5058d0e7bc5a9b6636b75ff7e3841a2
This made sense, as there were no more "resources that we don't know where they come from".
The unknowns are how much value advertisers will find in this system and how much content will be generated with the money they pay....
summary
Don't think of customers as one type of customer.
There are no resources that spring up on their own. When you add where the resources come from, you finally have a picture that makes sense.
Then, the system must make sure that every customer in that figure feels valued, or the system will not work well.
relevance
It is sometimes expressed that we should understand (market duality), but I think this is asking too much of abstraction, since people who only see one type of customer do not recognize the system as (the) market (as a concept) to begin with. stakeholders You can think of it as analysis. It's just a difference between calling them customers or stakeholders. Since the employees of a company are also stakeholders who provide labor to the company system and receive compensation for it, it is necessary to enhance Employee Satisfaction as well as (degree of) customer satisfaction. It is only because they are bound by a strong contract called an employment contract that many people think of them as an integral part of the system without separating them from the system. ---
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