customer seat at the table - agilityhealth...sep 04, 2018 · customer journey maps solution...
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Customer Seat at the Table
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Copyright© Agile Transformation Inc.
• Build a comprehensive understanding of your customer
– Coordinate and compile customer data
• Broadly share what you have learned
– Create organizational customer focus
• Apply the Data!
– Generate Insights and validate ideas
Customer Data & Insights
Develop a Customer Insights Strategy
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Copyright© Agile Transformation Inc.
Agile Delivery
Capacity ManagementDemand Management
Opportunity Assessment
Solution Discovery
Customer Insights and Feedback
Operations & SupportStrategic Initiatives
Dual Track AgileJourney MapsLean Canvas Discovery Sprints
Customer Personas
Jobs to Be Done
Enterprise Value Delivery
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Customer Personas
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Customer Journey Mapping
Source: http://bit.ly/2j8qXAo
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Validation of the Problem
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• Validate the problem
– Significant real-world problem or pain point
– Enough people face this problem
• Validate the market demand
– “what is the total market potential”
– “how much of that market will you be able to capture”
Customer Interviews
Industry Reports
User Personas
Customer Surveys
Focus Groups
Competitive Analysis
Support Logs
Web Analytics
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Validation of the Solution
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Customer Journey Maps
Solution Sketches
Story Boards
Landing Pages
Prototypes Customer Interviews
MMPs MVPs
• Validate the solution
– Understanding if the product really solves the problem in the target market
– Validating the solution starts in Product Discovery
• Customer experience mapped
– Potential solutions are defined
– Top solutions ideas are prototyped and tested
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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
1 2 3 4 5
“Sprint – Solve Big Problems and Test New Ideas in Just 5 Days” – by Jack Knapp
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Delivery & Discovery Teams
Business VisionWhat? Why?
Release Plan
How
Technical Vision
ProcessFacilitato
r
Product Mgr.
UX Designer
Solution Lead
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Dual Track Agile | Discovery & Delivery
By Marty Cagan and Jeff Patton. Learn More: http://bit.ly/2j8cFQk
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Lean Product Health Radar
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• Say ‘NO’ to initiatives not in alignment with strategy or not tested & validated with customers
• Avoid ‘Product Arrogance’ –embrace a continuous testing and learning
• Deliver value quickly and in small increments MVP, MMP, always look for ‘market fit’ validated by metrics
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Summary
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Workshop – Color the Radar
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Workshop – Let’s Explore
Share a challenge or success story