Working notes · Operating model

My team’s path to success.

What we keep in mind while working on a problem.

Part one

Understand the customer better

01 — Understand the customer better

Four moves, in order. Each one answers a question the previous one raised.

Areas that need improvement: Look at the product’s specific data to better understand how our customers interact with it. Quantitative data: understand the areas that need improvement.
Qualitative data: Keep relying on qualitative data to understand the ‘reasons’ behind the quantitative. As concepts are created to solve a particular issue, we need to validate these and understand exactly if we are on the right path.
Customer’s journey: Don’t look at the requirement in isolation.

Questions you should ask

How did the customer get there?

What was the customer’s expectation?

How fast can we show a ‘reward’ for our customers in a journey?
Validate and validate: Test it and see if you are getting what you are looking for.

Collaborate

02 — Collaborate

The customer half of the work is only half. The other half is who you do it with.

Cross-function team and business: Involve the business on some of the discussions with the cross-function team so they can also provide their insights and help the team prioritize focus if needed.
Win – win: Target a win-win approach. Great customer’s reward + drive the business forward. This is critical for the success and unfortunately sometimes overlooked.
The ‘why’: Understand the ‘why’ around the requirement/ask. Get the business side of the request.

Discover, optimize, validate — and the operational model behind them.

The principles the work is measured against.

Five case studies where this is what actually happened.