About the Course

The Fit-for-Purpose course equips you with strategic tools to understand, meet, and exceed customer expectations through focused service design, strategic planning, and product management insights. Over four days, this course combines live interactive sessions and self-paced learning activities, utilizing readings, videos, and hands-on exercises. Developed from Fit for Purpose – How Modern Businesses Find, Satisfy & Keep Customers by David J. Anderson and Alexei Zheglov, this course offers insights into creating fit-for-purpose products that delight customers, increase loyalty, and drive business growth.

Objectives

• Grasp the key elements of product/service design, implementation, and delivery.
• Define customer purposes and segment markets based on these purposes.
• Apply the Fit-for-Purpose (F4P) Card research tool to capture customer needs.
• Understand how to classify and set objectives for different types of metrics.
• Use the 6 types of fitness criteria to align with customer needs.
• Design customer surveys and analyze feedback using the Fitness Box Score method.
• Learn to assess and adjust service fit for customer segments without causing cross-segment conflicts.
• Integrate Fit-for-Purpose with NPS, Jobs to Be Done, and OKRs for a holistic approach to customer success.

Is This Course Right for Me?

This course is ideal if you're involved in business strategy, marketing, product management, or service design. If you are looking to develop a deeper understanding of customer segmentation, learn how to implement metrics that drive improvement, and align products with customer needs, this course will provide actionable strategies and tools. No prior experience with Net Promoter Score, Balanced Scorecard, or Jobs to Be Done is required, though it may enhance your learning experience.

What Will You Do Differently Next Monday?

After this course, you’ll have a new toolkit for immediately applying Fit-for-Purpose concepts in your organization. You’ll be ready to:

• Define customer-driven segments and set fitness criteria to measure your product or service fit against customer expectations.
• Design and administer purpose-specific customer surveys that gather meaningful feedback.
• Interpret Fitness Box Scores and set targeted improvements that optimize customer satisfaction across different segments.
• Develop strategies for evolving your product/service offerings to become truly fit for purpose, building loyalty and driving business growth.

Note: Participants should allocate time for self-paced learning when planning for the course

Completing this course certifies you as a Customer Experience Professional (CXP) through Kanban University. As a CXP, you’ll be skilled in using the Fit-for-Purpose framework to drive improvements in customer experience, create effective survey tools, and deliver insightful market segmentation.