Buyer Utility Map Framework

Why This Slide Is Useful

This slide is valuable for senior executives and strategy consultants because it offers a systematic approach to uncovering customer value drivers. By visualizing how utility can be delivered across various stages and layers, leaders can identify gaps or areas for enhancement that may lead to competitive advantage. It supports strategic decision-making around product development, customer experience, and innovation initiatives.

For management teams, the Buyer Utility Map simplifies complex customer journeys into a clear framework. It encourages thinking beyond traditional features or price points, focusing instead on the utility delivered at each touchpoint. This perspective can inspire new ways to meet customer needs more effectively, especially in crowded markets or mature industries.

Consultants and strategic planners use this slide to facilitate workshops or diagnostic sessions. It helps teams brainstorm potential value levers and prioritize initiatives based on where the greatest impact can be achieved. The structured format makes it easier to communicate insights and align stakeholders around targeted actions.

In addition, the slide can be adapted for use in innovation pipelines or product roadmaps. By systematically evaluating utility layers at each stage, organizations can develop new offerings or improve existing ones to maximize customer satisfaction and loyalty. It acts as a guiding framework for designing customer-centric strategies that unlock hidden value.

How This Slide Is Used

This slide is typically used in strategic planning sessions, innovation workshops, or customer experience assessments. It provides a visual framework for identifying opportunities to enhance utility across the entire customer journey. Teams leverage it to generate ideas for new features, services, or process improvements that increase customer satisfaction and loyalty.

In consulting engagements, the Buyer Utility Map is often customized to specific industries or client contexts. For example, a healthcare provider might focus on stages related to patient experience, while a technology firm might emphasize convenience and risk reduction. This customization helps tailor insights to real-world operational challenges and growth opportunities.

Organizations also use this slide to evaluate existing product portfolios or service offerings. By mapping current initiatives against the utility layers, teams can identify gaps or redundancies. This process supports prioritization efforts and guides resource allocation toward high-impact areas.

Furthermore, the slide supports communication with stakeholders by providing a clear, visual summary of where value can be created. It is often included in strategic presentations to board members or investor updates to demonstrate a structured approach to customer value creation. This helps align leadership around a common understanding of growth opportunities based on customer utility.

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