Innov8rs - Working Backwards 2018

© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.

Wen Huang, AWS Professional Services APJC

January 25, 2018

Working Backwards


Starting with the customer and

working backwards


It’s our thing





Moments


Moments


Customer delight is our ultimate goal


5 Questions

1. Who is your customer?

2. What is the customer problem or opportunity?

3. What is the most important customer benefit?

4. How do you what your customer needs or wants?

5. What does the experience look like?


Working backwards documents

Press Release FAQ Visuals


Press release

• Focus on the customer need

• The customer quote is key

• Leap into the future: Think BIG

• Avoid jargon

• Say it simply and clearly


We will optimize the customer experience to

enable enhanced accuracy in Buy-Box pricing to facilitate

increased rapidity and

elevated confidence in purchase decisioning by

cross-border retail customers.


We will optimize the customer experience to

enable enhanced accuracy in Buy-Box pricing to facilitate

increased rapidity and

elevated confidence in purchase decisioning by

cross-border retail customers.

Amazon makes it easier for international shoppers

to decide what to purchase by showing them the

total landed cost of an item.

Total landed cost includes all taxes, duties, and

shipping costs.


The FAQ

• Include both customer FAQs and stakeholder FAQs

• Include the hard questions

• Share your Press Release early to gather questions


The Visuals

• Rough idea – rough drawing

• Match fidelity to maturity of your idea

• Don’t be afraid to be provocative

• Create discussion


It’s a conversation starter to achieve clarity and

customer focus.


We read, discuss, debate and ask questions.


We revise, and

make the idea better

with each iteration.


We push ourselves to invent on behalf of the customer.


Great products and services come from deeply understanding customer.

Documents

Innov8rs - Working Backwards 2018