Embed Size (px)
Citation preview
17/03/2017
1
Breakthrough Consumer Experience Revolutionizing Our Organization to Deliver Value
Bloomberg / PMI NYC March 16th, 2017
Michael Nir President Sapir Consulting US
Branding Is What We Do When We
Stop Innovating To Deliver Value
We Rarely Understand What Our
Consumers Need
Almost Never Incorporate That Into Our
Products
17/03/2017
2
Driving Value Delivery through Consumer Experience
Agile
UX
CCF
What Are We Serving Our Clients? Do They Know What They Want?
Survey Monkey - Placeholder
17/03/2017
3
Survey Monkey - Placeholder
Survey Monkey - Placeholder
Michael Nir
President @ Sapir Consulting US
• Transformation Inspiration Expert,
Lean Agile Coach; empowers
organizations to deliver results
• Author of 10 bestseller business
books
• Engineering and Gestalt
background
Michael Nir ; [email protected]; 617-991-4253
Management consultant, Agile coach, speaker and author
17/03/2017
4
Breakthrough Consumer Experience – Business Agility
Key Learning
• Applying Lean Agile / Startup concepts with agile
development teams in the bigger organization;
• Tying UX excellence – design thinking with agile
development teams;
• Identifying opportunities for enhancing the agile
development offering to business;
Agile Perspectives
Agile in 2017 – Not Quite What We’re Hoping For
The perception of Agile - limited to IT, engineering, development
Limited organizational impact – who’s to blame?
17/03/2017
5
What’s the Problem We Are Solving?
7%
13%
16%
19%
45%
Always
Often
Sometimes
Rarely
Never
Yes, I Want a Universal Remote
17/03/2017
6
Actually, most don’t really want to change /
undergo an agile transformation
But We Have No Choice
Projects – as a delivery mechanism, have
been profoundly changing
17/03/2017
7
Isn’t Agile the Complete Solution?
Agile is incomplete…
17/03/2017
8
Development Centric
And Still Development Centric
Agile is something that software developers do…
Why agile?
So they can get more budget
“Get your act together and start delivering”
What’s this tech debt %@%^#@$
The Executive View
17/03/2017
9
If we don’t deliver business value - that’s the product
owner fault…give us something to work on and stop
changing you minds
When we are right – we are great technologists
When we are wrong – it’s the product owners fault
“We told you so” culture – business is always at fault
The Development, Engineering View
The UX Perspective
Agile UX? How About UX Servant Leadership…
17/03/2017
10
The UX Chasm
Development is %*#&, all my great ideas get bogged
down in the detail;
Let me get my big upfront design out there;
What? I should be part of an Agile team? I am so broad
thinking, groovy and witty and smart….
The Consumer / Product Perspective Good Book – How To Implement?
The case of the many options….
5 years, 20 developers, 27% penetration
We’re married to our ideas – since they are
ours… Secret – we’re writing code so our customer support team
resolves the issues we just introduced to the product…
Output – Outcome – Impact
17/03/2017
11
Lacking Feedback loops, Agile is just Waterfall in disguise;
Scaled Agile even more so;
Agile teams can produce fast, but if it isn’t what the
consumer wants – what’s the point?
Design Thinking can lead to big upfront design;
UX Culture ≠ Agile Collaboration
All speak little of Business Agility;
There has to be more to it…
Lessons Learned
That’s all very nice Michael; How do you make it happen?
Team of 3-4
Individually write on a post it - one
product/feature that would transform the
company you’re working for (3 min)
Describe to others (2 min)
Experience Together – Rapid Ideas
17/03/2017
12
Provide one assumption baked into the idea of
your colleagues (individually on a post it – for
each of the other members)
One at a time, clockwise
Experience Together – Assumptions
Select one project/idea
Place assumption post its on an Important and
Uncertain Grid
Experience Together – Important and Uncertain
Highest Uncertain/Important
How could I validate it in 5 minutes?
Create a mockup and show to x others. what could you do in the next 5 minutes to validate your assumption?
Experience Together – Hypothesis and Validation
17/03/2017
13
Hubbard – How To Measure Anything (p. 31):
Your problem is not as unique as you think.
You have more data than you think.
You need less data than you think.
There is a useful measurement that is much simpler than you
think.”
Experience Together – Hypothesis and Validation
That’s all very nice Michael; We’re a big corporate, we’re different, this works in startups!
How We Started – Fast Feedback Projects
Concepts
• Cross functional team - truly;
• Training – hands on – with a single project: assumption, hypothesis, validation, pivot;
• Scrum – Kanban self leadership – with coaching provided;
• Design thinking UX approach and UX built into team behaviour;
• Three month increment and exhibition
17/03/2017
14
Planning Together
Leading Collaboration
Where We Landed – Uncovering Product Assumptions
20 integrated project teams
• Member Experience;
• Customer Video to drive sales;
• Consumer Engagement Model;
• Consolidating Call Center responsibilities;
• All XXXXX Billing Portal;
• Missing Application Information;
• Web Chat;
17/03/2017
15
Integrated View
Increase your Return from Projects!
John Deere
