DIRECTED DISCOVERY - The Target Dojo · NATE WALKINGSHAW • CXO PLURALSIGHT • TWITTER / MEDIUM:...

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

DIRECTEDDISCOVERY

ParamedFirst company

First acquisition

Software startup

2nd acquisition

90 year old company

Growth startup

EMS$7.14 / hour

“Healthy product heart”

NATE WALKINGSHAW • CXO PLURALSIGHT • TWITTER / MEDIUM: @NWALKINGSHAW • DIRECTEDDISCOVERY.COM • PRODUCTLEADERSHIPBOOK.COM

Co-create“Trust”

Vision

Strategy

Output &Outcome

based

Product Confidence

(80%)

Knowledgetransfer(GTM Velocity)

Output

PMUXDevContentCustomer

SalesMarketingSupportFinance

WorkstyleCollection of knowledge

Cross-functional+

Autonomous+

Accountable

MeasureOutcome

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

YOUR CURRENT PRODUCT STRATEGY NEEDS A LOOK

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

WHY?

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

OLD &STODGY

ALLTHE

THINGSTRIEDNEW ARCHI-

TECTURE

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

DELIVERYDRIVEN

OUTPUTSFOCUSED

“HOW MUCH CAN WE SHIP”

OLD &STODGY

ALLTHE

THINGSTRIEDNEW ARCHI-

TECTURE

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

THE WHOLE PURPOSE

BUSINESSNEEDS

CUSTOMERVALUE

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

IDENTIFYCUSTOMER

VALUE

VALIDATEIDEAS

OVERCOMEBIASES

MINIMIZEDEV COSTS

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

MISSING ELEMENTS:

HUMAN-CENTERED

OUTCOMESFOCUSED

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

MILE MARKERSNOT A PROCESS

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

THE VALUE:

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

CONTINUOUSDISCOVERY &

DELIVERY

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

BENEFITS LONG TERM STRATEGY

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

PUTS CUSTOMERS AT THE CENTER OF ALL

YOU DO

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

HIGH PROBABILITY FOR PRODUCT

MARKET FIT

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

THE ANALOGY

VISION

MILE MARKER

MILE MARKER

MILE MARKER

COMPANY ‘A’MASSIVE RE-WRITE

STRATEGY

COMPANY ‘B’MOBILE STRATEGY

VISION

STRATEGY

MILE MARKER

MILE MARKER

MILE MARKER

25,000 FT

15,000 FT

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

VISION

15,000 FT

30,000 FTBUSINESSOBJECTIVES

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

VISION

STRATEGY

15,000 FT

30,000 FTBUSINESSOBJECTIVES

MILE MARKER

MILE MARKER

MILE MARKER

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

VISIONASPIRATIONAL

STRATEGYEXECUTION PLANS

OUTPUTS & OUTCOMES

PERSONASKNOW WHO YOU ARE

BUILDING FOR

LISTEN• VOICE OF THE CUSTOMER

• UNDERSTAND THE PROBLEM

DESIGNCREATE AN EXPERIENCE TO

SOLVE THE PROBLEM

PROTOTYPE OBSERVATION

TEST YOUR DESIGNS WITH CUSTOMERS:

80% CONFIDENCE

BUILDALL THE CODES

QUANTITATIVE ANALYSISMEASURE CUSTOMER

HAPPINESS & ENGAGEMENT

RELEASE• PRE-ALPHA

• ALPHA• BETA

• PRODUCTION

ITERATECONTINUE TO HEAR YOUR CUSTOMER AND IMPROVE

DIRECTED DISCOVERY

STRATEGYEXECUTION PLANS

OUTPUTS & OUTCOMES

PERSONASKNOW WHO YOU ARE

BUILDING FOR

LISTEN• VOICE OF THE CUSTOMER

• UNDERSTAND THE PROBLEM

DESIGNCREATE AN EXPERIENCE TO

SOLVE THE PROBLEM

PROTOTYPE OBSERVATION

TEST YOUR DESIGNS WITH CUSTOMERS:

80% CONFIDENCE

BUILDALL THE CODES

QUANTITATIVE ANALYSISMEASURE CUSTOMER

HAPPINESS & ENGAGEMENT

RELEASE• PRE-ALPHA

• ALPHA• BETA

• PRODUCTION

ITERATECONTINUE TO HEAR YOUR CUSTOMER AND IMPROVE

DIRECTED DISCOVERYCORPORATESTRATEGY

TEAM:“QUALITATIVE”

VISIONASPIRATIONAL

TEAM:“QUANTITATIVE”

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

USER BREAKS THE TIE

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

VISION

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

OUR VISION

DEMOCRATIZE TECHNOLOGY

SKILLS

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

STRATEGY

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

Courses

Dashboard

Analytics

Paths

Assessments

Channels

Mentoring

Teams

Business

Education

SME

Entertainment

Healthcare

Government

Military

Core

Sales

Features

Channels

Curation

Research

wwwMarketplace3rd partyInternalSocialOtherPartnerships

Japan

China

S America

India

EMEA

Australia

UK

N America

Video ads

Blogs

SDL data

SDL tool

Projects

F-end B-end Security Data Mobile Offline Design UGC

Rookie

Proficient

Pro

Veteran

Legend

CONTENT

PRODUCT

CORE 2017CUSTOMER

SEGMENT

VALUE CHAIN

CHANNEL

GEOGRAPHIES EXPERIENCE

2.5M Members 12k Business Clients

NEW BUSINESS

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

TEAMS

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O MNATE WALKINGSHAW • CXO PLURALSIGHT • TWITTER / MEDIUM: @NWALKINGSHAW • DIRECTEDDISCOVERY.COM • PRODUCTLEADERSHIPBOOK.COM

HOW WE BEHAVE

Live inreality

Respecteach other

Be vulnerable Embracescientificthinking

Know eachother’s world

Lead withhumility

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

CROSS-FUNCTIONALCO-LOCATED

AUTONOMOUS TEAMS

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

CXO

Head ofProduct

Head ofContent

Head ofTechnology

VP of Mobile

VP of B2C

VP of B2B

VP of Content

VP of Dev

VP of IT

VP of Creative

VP of Curriculum

VP of Analytics

VP of Community

VP of Experts

VP of EnterprisePXT

PXT

PXT

PXTPXT

PXT

PXT

PXT

PXT

PXT

PXT

PXT

PXTPXT

PXT

PXT

PXT

PXT

PXT

PXT

PXT

PXT PXT

PXT

PXTPXT

PXT

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

CXO

Head ofProduct

Head ofContent

Head ofTechnology

VP of Mobile

VP of B2C

VP of B2B

VP of Content

VP of Dev

VP of IT

VP of Creative

VP of Curriculum

VP of Analytics

VP of Community

VP of Experts

VP of EnterprisePXT

PXT

PXT

PXTPXT

PXT

PXT

PXT

PXT

PXT

PXT

PXTPXT

PXT

PXT

PXT

PXT

PXT

PXT

PXT

PXT PXT

PXT

PXTPXT

PXT

PXT

CONTENT DATA SCIENCE DATA ENGINEERUX DESIGNERPRODUCTMANAGER

ENGINEER

PRODUCT EXPERIENCE TEAM(PXT)

PRODUCT EXPERIENCE TEAM(PXT)

SALES EXPERIENCE TEAM(SXT)

CONTENT DATA SCIENCE DATA ENGINEERUX DESIGNERPRODUCTMANAGER

ENGINEER

PROFESSIONALSERVICES

CUSTOMERSUCCESS

FIELDSALES

OUTBOUNDSALES

INBOUNDSALES

PRODUCTMARKETING

(PXT)

(SXT)

CONTENT

DATA SCIENCE

DATA ENGINEER

UX DESIGNER

PRODUCTMANAGER

ENGINEER

PROFESSIONALSERVICES

CUSTOMERSUCCESS

FIELDSALES

OUTBOUNDSALES

INBOUNDSALES

PRODUCTMARKETING

PRODUCT MARKET FIT

CO-CORE V.1NATE WALKINGSHAW • CXO PLURALSIGHT • TWITTER / MEDIUM: @NWALKINGSHAW • DIRECTEDDISCOVERY.COM • PRODUCTLEADERSHIPBOOK.COM

NATE WALKINGSHAW • CXO PLURALSIGHT • TWITTER / MEDIUM: @NWALKINGSHAW • DIRECTEDDISCOVERY.COM • PRODUCTLEADERSHIPBOOK.COM

CO-CORE V.2

PRESENT DAYNATE WALKINGSHAW • CXO PLURALSIGHT • TWITTER / MEDIUM: @NWALKINGSHAW • DIRECTEDDISCOVERY.COM • PRODUCTLEADERSHIPBOOK.COM

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

HOW WE BUILD IT

STRATEGYEXECUTION PLANS

OUTPUTS & OUTCOMES

PERSONASKNOW WHO YOU ARE

BUILDING FOR

LISTEN• VOICE OF THE CUSTOMER

• UNDERSTAND THE PROBLEM

DESIGNCREATE AN EXPERIENCE TO

SOLVE THE PROBLEM

PROTOTYPE OBSERVATION

TEST YOUR DESIGNS WITH CUSTOMERS:

80% CONFIDENCE

BUILDALL THE CODES

QUANTITATIVE ANALYSISMEASURE CUSTOMER

HAPPINESS & ENGAGEMENT

RELEASE• PRE-ALPHA

• ALPHA• BETA

• PRODUCTION

ITERATECONTINUE TO HEAR YOUR CUSTOMER AND IMPROVE

DIRECTED DISCOVERYCORPORATESTRATEGY

TEAM:“QUALITATIVE”

VISIONASPIRATIONAL

TEAM:“QUANTITATIVE”

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

INNOVATION

LEARNER

LISTENUSER STORIES

PROTOTYPEOBSERVATION

TEST YOUR DESIGNS

QUANTITATIVEANALYSIS

MEASURE CUSTOMERHAPPINESS & ENGAGEMNT

ADMIN

AUTHOR

INNOVATION

OPERATIONALEXCELLENCE

PLUS ONES

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

OPERATIONAL EXCELLENCE

LEARNER

ADMIN

AUTHOR

LISTENUSER STORIES

PROTOTYPEOBSERVATION

TEST YOUR DESIGNS

QUANTITATIVEANALYSIS

MEASURE CUSTOMERHAPPINESS & ENGAGEMNT

INNOVATION

OPERATIONALEXCELLENCE

PLUS ONES

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

PLUS ONE

LEARNER

ADMIN

AUTHOR

LISTENUSER STORIES

PROTOTYPEOBSERVATION

TEST YOUR DESIGNS

QUANTITATIVEANALYSIS

MEASURE CUSTOMERHAPPINESS & ENGAGEMNT

INNOVATION

OPERATIONALEXCELLENCE

PLUS ONES

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

OUR PERSONAS

LEARNERSNEWBIE CUTTING EDGE VETERAN

SDLsTEAM

MANAGERPLANADMIN

TECH LEADERSSTRATEGIC

TECH LEADERTRANSFORMATIONAL

TECH LEADERAUTHOR MENTOR

INTERNAL

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

VOICE OF THE CUSTOMER &UNDERSTAND THE PROBLEM

LISTEN

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

HUMAN-CENTERED

Content Data Science

Data Engineer

UX Designer

Product Manager

EngineerPXT

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

60+ CUSTOMER INTERVIEWS PER WEEK

THIS IS DEVONDEVON WANTS TO LEARN MORE AND GO DEEPER ON ANGULAR

BACKBONE OF LEARNING

WATCHING

DOING

SKILLMEASUREMENT MENTORING

PATHS &CHANNELS

LEARNINGTOOLS

SYNTHESIS

SYNTHESIS

SYNTHESIS

BU

ILD

ING

BLO

CK

S

VOICE OF THE CUSTOMER

VIDEO CONF. IN-PERSON SECONDARY

DOING THINKING FEELING

DEVICES RELATIONSHIPS

PLACE TIME TOUCHPOINT

SYNTHESIS

THE CUSTOMERS JOURNEY THINK, FEEL, DO

Doing

Thinking

Feeling

• "I need to get this done soon/I need to research this...” • "Who would know about this?"• "Where have I had success before?"• "I have a good resource for this, but I can't remember where"

• Focused with a clear path to getting it done• Hopeful & Confident they can accomplish it• Urgency, Anxieity & Pressure about finding a solution,

getting work done in small amount of time.

• Focused on specific keywords / Hopeful to find quick answers.• Frustrated that they aren’t finding specific help they need• Urgency, Anxiety and Pressure to deliver quality and feel they

are running out of time.

• Hopeful/Curious if the solution they found will work.• Confused/Frustrated because what they thought, didn’t work.• Euphoria they found exactly what they need and it works!• Nervous they wont find an answer soon

• Proud & Accomplished, they’ve found something that works• Relief from previous anxiety about solutions.• They want to give back and share with colleagues or friends• Not enough time to blog

• "When was this written or created / is it relavent?”• "What exactly do I need to do / What are the steps?"• "What's the best way to resolve this/the best answer?”• "Does this work with the code that I have?"• "Do they know their stuff/Who takes time to post this?”

• "I want to know more about this..."• "It's working!"• "Wait... is it working?"• "Wow, no way am I getting an answer to this today..."• "I need some feedback... Will I be notified of an answer?”

• "Who else needs to know this?"• "Maybe I should write a blog post about this?"• "I should document this in our wiki..."• "I think this was great work"

GUIDING PRINCIPLES

CUSTOMER JOURNEY

OPPORTUNITIES

Predict issues they’ll face in their tasks

STAGES: Global

Use search for content highlighting

STAGES: Search

Use our users to keep content relevant

STAGES: Sharing

Learn from others UGC strategic decisions

STAGES: Global

Buy/Create a “Kite” like tool for inline IDE referencing

STAGES: Applying, Searching, Need

Documentation Wiki used internal and external

STAGES: Sharing

Create rich, related, deep-linked resources

STAGES: Global

Reduce skimming through better, specific content

STAGES: Search, Applying

Introduce tagging

STAGES: Sharing

Capture GIT commits

STAGES: Applying, Sharing

Integrate with existing tools

STAGES: Global

Search Pluralsight from the point of need

STAGES: Search, Apply, Need

Use AI to create learning summaries ala GoPro Quick

STAGES: Global, Sharing

Public tutorials connected to internal courses

STAGES: Global

GLOBAL SEARCHING, APPLYING & TESTING SHARING

Meet with Scrum TeamNew project comes up

Need to learn a new skill

Browser & Browser HistoryReach out to vendor or CSM

< 10% post questions online

Talk to CoworkerLooking for an expert on tribal knowledge

Instant MessagingAsking Coworkers and experts in real time

Note TakingOnenote, Word docs, inline code, git commits

Team Sharing SessionReflect, Share solutions and Collaborate

Do it on my ownApply what I already know

InternalKnowledge BaseBrokered content that doesn’t fit into rapid tasks

.Net, Java, Javascript etc.

Bookmarks

Direct to Documentation

Working in IDERun into a problem or issue

Researching how to complete tasks

Working in IDEAccomplish their task / verify it works

Compare different possible solutions

Find learning dependencies

IDEDocument solution source in notes, docs, and code comments and Git Commits

Social

Mobile Device

Helping a colleague

Evaluation of daily tasks

Understanding requirements

View Backlog, Tickets

Quick Public Shares

Skimming for instructions, code and

overall approach

Run code and iterate Capturing

Google SearchOpen top 5 results with Ctrl+Click

CTRL+F in articles & transcripts

Wiki Internal/ExternalDocument solutionsDisconnect

Take a break from the problem

Customer Journey: Just-in-time learning with user-generated content6.26.17 | PLURALSIGHT - MIKE BAIRD & NATE SANDERS

MOMENT OF NEED SEARCHING APPLICATION & TESTING SHARINGStages

• People choose Pluralsight for anticipated, proactive, and instructional learning.

• Pluralsight is too distant in the consumption chain to be chosen in peak learning moments.

• People learn while they are doing their jobs, using just-in-time methods, in moments of need.

• People value experts and relevant/up-to-date content when searching for solutions.

Non-Linear & Timebound Non-Linear & Not Timebound

Cyclical & Timebound

CROSS-COLLABORATE

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

TEST YOUR DESIGNS WITH THE CUSTOMER:

80% CONFIDENCE

PROTOTYPEOBSERVATION

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

DESIGN PROTOTYPE

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

zTEST WITH CUSTOMERSzDESIGN PROTOTYPE

ITERATE TO 80%

PROTOTYPE OBSERVATION

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

HEADLIGHTS,TAIL LIGHTS, HAPPINESS

QUALITATIVE ANALYSIS“CCT”

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

HEAT MAPS

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

SCROLL MAPS

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

Upvotes

24.33Historical Page Views

1,387Downvotes

36

Copy Events

57.50Expanded Answer

44Search Attempt

7

ANALYTICS *BASED ON EVENTS / SESSIONS WITH AN EVENT

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

HEADLIGHTS TAIL LIGHTS HAPPINESS

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

HEADLIGHTS = USAGE

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

TAIL LIGHTS = BILLINGS

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

HAPPINESS = NPS

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

HAPPINESS = NPS

42

65

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

LETS TALK OUTCOMES

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

+

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

SHIP “X” BY THE END OF Q2

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

INSTEAD:CREATE A LEARNING

OUTCOME

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

INCREASE THE NUMBER OF SKILL IQs ATTACHED

TO SOCIAL PROFILES

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

KEY TAKEAWAYSFINALE

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

VALUEOBJECTIVES ARE

CREATED BY WHAT CUSTOMERS VALUE

NON-NEGOTIABLES

THE LEARNING LOOP FOR OUR LEARNERS IS OUR

BACKBONE

HOW WE BUILDTHROUGH DIRECTED

DISCOVERY WE FOCUS ON PEOPLE AND MASURE

OUTCOMES

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

THAT’S IT

THANK YOUN AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

DIRECTEDDISCOVERY

2018

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

DIRECTEDDISCOVERY

2018

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

DIRECTEDDISCOVERY

2018

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

DIRECTEDDISCOVERY

2018

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

DIRECTEDDISCOVERY

2018

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

DIRECTEDDISCOVERY

2018

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

VISION

MILE MARKER

MILE MARKER

MILE MARKER

BUSINESSOBJECTIVES

STRATEGY

BUSINESSOBJECTIVES

VISION

STRATEGY

MILE MARKER

MILE MARKER

MILE MARKER

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

PERSONAINTERACTION

LISTENUSER STORIES

QUANTITATIVEANALYSIS

MEASURE CUSTOMERHAPPINESS & ENGAGEMNT

PROTOTYPEOBSERVATION

TEST YOUR DESIGNS

N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M

OUR VISION

CREATE PROGRESS THROUGH

TECHNOLOGY THAT LIFTS THE HUMAN

CONDITION