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Roles

Customer Seat at the Table

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Roles

Design Thinking

If I had asked people what they wanted, they would have said faster horses.” – Henry Ford

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Roles

Voice of the Customer

Demand Management

Opportunity Assessment

Solution Discovery

Dual Track Agile

Journey Maps

Lean Canvas Discovery Sprints

Customer Personas

Voice of the Customer from End to End

Agile Delivery

Capacity Management

Jobs to Be Done

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Roles

Customer Seat at the Table Pillar

Become a customer-focused organization

Product decisions are based on

aligning customer needs with the goals of the organization

Real users and customers are

engaged early and often

“Voice of the customer” is used

throughout the product

development process

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Roles

Lean Portfolio & Delivery Model

Release

Solution

Discovery

Lean/Agile

Delivery

Conduct

Discovery

Activities

PI / Quarterly

Planning

Sprint 1 Sprint 2 Sprint N

Discovery

Program Backlog

Approve for

Development

Ad

d to

the

ba

cklo

g

Product

Backlog

Opportunity

Assessment

Approve for

Discovery

Lean

Canvas

Opportunity

Assessment

Customer

Seat at the

Table

Portfolio Backlog

Ad

d to

the

ba

cklo

g

Customer

Seat at the

Table

Customer Seat

at the Table

Customer Personas & Journey Maps

Problem/Solution Discovery

Experiments, MVPs, MMPs

Validation and Optimization

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Roles

Lean Opportunity Assessment

Opportunity Assessment

Develop

Idea

Viable &

Feasible Customer

Problem

Market Demand

• Lean Canvas

• Personas

• Journey Map

Customer

Assess

Idea

Lean Canvas

Assessment

Portfolio Mgmt &

Stakeholders

Approve

Idea

Portfolio

Backlog

Portfolio

Management

Customer

Persona

Customer

Journey Map

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Roles• Customer personas and journey maps are used in understanding the opportunity

• Identify customers, define customer segments and understand problems for those customers


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Roles• User Personas

User Personas

• A User Personas is a specific detailed description of a user type designed to make the user real.

• Similar to ‘avatars’, personas stand in for real users.

• We aim to understand the characteristics, goals, needs and behaviors of personas to help us map out specific requirements that fulfill their objectives.

• Usually given a name and face and is described in detail with the goal of someone the Team can design and code towards.

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Roles

Customer Personas

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Roles

Customer Journey Mapping

Source: http://bit.ly/2j8qXAo

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Roles

CX Journey Mapping

Source: Jim Tincher | HeartoftheCustomer.com 11


Roles

Lean Canvas

Lean Canvas is a tactical blueprint designed for entrepreneurs to move from ideation to implementation. A lean and lightweight business plan. It focuses on problems, solutions, key metrics and competitive advantages. (Developed by Ash Maurya, adapted from the Business Model Canvas by Alex Osterwalder)

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Roles

Lean Business Canvas

Learn More: https://leanstack.com/welcome13

https://leanstack.com/welcome


Roles


Release

Solution

Discovery

Lean/Agile

Delivery

Conduct

Discovery

Activities

PI / Quarterly

Planning


Discovery

Program Backlog

Approve for

Development

Ad

d to

the

ba

cklo

g

Product

Backlog

Opportunity

Assessment

Approve for

Discovery

Lean

Canvas

Opportunity

Assessment

Customer

Seat at the

Table

Portfolio Backlog

Ad

d to

the

ba

cklo

g

Customer

Seat at the

Table

Customer Seat

at the Table





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Roles

Solution Discovery

Customer Value

Roadmap

Solution Discovery

Define

Solution

Prototype

Test

Sketch

Map

Discovery Results

Assess

Solution

Assessment

Product Management &

Stakeholders

Discovery

Results

Approve

Solution

Program

Backlog

Product

Management

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http://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=&url=http://web.kalid.com.cn/forminfo31199.asp?//wireframes-icon&bvm=bv.129759880,d.eWE&psig=AFQjCNF7l69R6MLk6s5XGjFGIAvY3ipaTA&ust=1472057239816012

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwiwi86k_9fOAhXETCYKHUalCGoQjRwIBw&url=http://workinganalytics.com/data-scientist-interview-questions/&bvm=bv.129759880,d.eWE&psig=AFQjCNG_XrbEizhVz5T9Q0q4Hc2vWfir1w&ust=1472057389803583


Roles

Problem & Hypotheses Statements

Learn more: http://bit.ly/2gzTj3Y16

http://bit.ly/2gzTj3Y


Roles


Analyze the customer journey to identify which

pain points to target

Sketch out potential solutions

Select some ideas to prototype to

receive feedback

Measure results against the hypothesis

Determine which solutions will

move forward for development

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Roles

5 Day Discovery Sprint

Monday Tuesday Wednesday Thursday Friday

Understand• Our customers• Their needs• Their journey• What the experts

know

Ideate• Review existing

solutions• Sketch possible

solutions• Recruit customers

for testing

Decide• Choose solution• Storyboard

Prototype• Swarm and

prototype• Trial run

Validate• Customer

interviews• Learn

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“Sprint – Solve Big Problems and Test New Ideas in Just 5 Days” – by Jack Knapp

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Roles


Product/service is fine-tuned through

continuous measurement of

hypothesis.

Pirate Metrics

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Maturing Product Ownership

Learn Lean Product

Development

Engage the with

Customers Frequently

Build Experiments

and MVPsBuild

Roadmaps

Track and Measure Business

Value

https://www.youtube.com/watch?v=502ILHjX9EE

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Roles


Release

Solution

Discovery

Lean/Agile

Delivery

Conduct

Discovery

Activities

PI / Quarterly

Planning


Discovery

Program Backlog

Approve for

Development

Ad

d to

the

ba

cklo

g

Product

Backlog

Opportunity

Assessment

Approve for

Discovery

Lean

Canvas

Opportunity

Assessment

Customer

Seat at the

Table

Portfolio Backlog

Ad

d to

the

ba

cklo

g

Customer

Seat at the

Table

Customer Seat

at the Table





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Roles

Lean /Agile Delivery

Lean/Agile Delivery

Plan the

Work

Prepare

Backlog

PI or

Quarterly

Planning

Meeting

User Story Map

Design &

Form Teams

Quarterly Plan

Conduct

SprintsRelease

Solution

MVP

MMPSprint 1 Sprint 2 Sprint N

Product

Backlog

Customer Seat

at the Table

Release Mgmt

Team

Customer Feedback

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Roles

Develop the solution incrementally!

Experiments, MVP, MMP

Experiments

• Run small experiments to continue to incorporate feedback from the customer

Minimum Viable Product (MVP)

• Subsets of features put in front of customers to learn and prove value

• Valuable, usable, feasible

Minimal Marketable Product (MMP)

• Minimum features that solve the customer's problem and can be marketed and sold

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Roles

Delivery & Discovery Teams

Business VisionWhat? Why?

Release Plan

How

Technical Vision

ProcessFacilitato

r

Product Mgr.

UX Designer

Solution Lead

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Roles

Dual Track Agile | Discovery & Delivery

By Marty Cagan and Jeff Patton. Learn More: http://bit.ly/2j8cFQk

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http://bit.ly/2j8cFQk


Lean Product Health RadarDual Track Agile | Discovery & Delivery

Lean

Pro

du

ct H

ealt

h R

adar

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Roles

Workshop – Explore Customer Seat at the Table Team

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Customer Seat

Deliver value quickly and in small increments MVP,

MMP, always look for ‘market fit’ validated by metrics

Say ‘NO’ to initiatives/work not in alignment

with corporate objectives that have not been

tested and validated with customers

Avoid ‘Product Arrogance’ – don’t be a

attached to a ‘good idea’ – embrace a

continuous testing and learning mindset

customer seat at the table - agilityhealth...customer seat at the table pillar become a...

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