Chris Putting the Customer First

Transcription

1 Chris Ruch Putting the Customer First

2 Where do good product ideas come from? And how we get them?

3 During a recent interview, an SPC told us that all new product ideas came from here. Without ever mentioning these people or these people.

4 Individuals and interactions over processes and tools Working software over comprehensive documentation Customer collaboration over contract negotiation Responding to change over following a plan

5 Individuals and interactions over processes and tools Working software over comprehensive documentation Customer collaboration over contract negotiation Responding to change over following a plan

6 Customer

7 I m not picking on SAFe here The customer is missing from most of the other frameworks

8 Join me on a Fantastic Journey to Find the Customer!

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13 Our highest priority is to satisfy the customer through early and continuous delivery of valuable software

14 Where has the customer gone?

15 Becoming a product focused organization When realigning around value streams, companies are often also setting a goal of becoming more product focused Many of them do not have a product management function or people that have a true, data driven vision of what needs to be built

16 Today s product management crisis We want to become a product company. We don t have a product management group. Our product management group has been decimated.

17 Agile needs to be more than collaboration within the team Agile needs be more than being good at completing stories We need to collaborate with our customers and build the right product

18 We Need to Put the Customer First

19 + + Design Thinking Lean Product Management Agile Development

20 A Design Thinking Approach...a discipline that uses the designer s sensibility and methods to match people s needs with what is technologically feasible and what a viable business strategy can convert into customer value and market opportunity. Tim Brown, IDEO

21 Design Responsively Our Design and Development approaches need to be as responsive to our users as the applications are building

22 Lean Product Management Identify a customer need Iterate and pivot based on the Feedback Develop a hypothesis Test and Get Feedback on the MVP Create a product strategy Design an MVP

23 Know who your customer is Ask your customer what they want Design and build what they need Putting the Customer First Get their feedback early and often

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25 But We Have Product Owners

26 User Personas Drive Customer Focus

27 Ask what they want and discover what they need

28 What is Design Thinking?

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30 Walking a Mile in Their Shoes

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34 Creating the Product Road Map

35 Get Feedback At Early and Often

36 Market Research and Hypothesis Brainstorming & Ideation Low-Fidelity Designs Prototype and MVP

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40 Guerilla User Testing

41 A / B Testing OPTION A OPTION B

42 Page Hits Traffic Patterns Conversion Rates User Interaction

43 Customer Engagement Employee Engagement

44 Your Product Management and idea generation process has to be as robust and agile as your development process You can involve your customer feedback and interaction in all parts of your product development process

45 Putting the customer first means solving user problems and delivering value. They will know it if you don t.

46 Thank you Agile2017!