(00) Operating model

My team’s path to success.

What we keep in mind while working on a problem.

Two halves, held at the same time — not two phases

Understand the customer · Collaborate

The path

Two columns, read together

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

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

Ask

How did the customer get there?
What was the customer’s expectation?
How fast can we show a ‘reward’ in a journey?
Validate and validate: Test it and see if you are getting what you are looking for.

Understanding the customer is half the work. The team you do it with is the other half.

Cross-function team and business: Involve the business in some of the discussions with the cross-functional team, so they can provide their insights and help the team prioritize focus if needed.
Win – win: Target a win-win approach. Great customer’s reward plus drive the business forward. This is critical for success, and unfortunately sometimes overlooked.
The ‘why’: Understand the ‘why’ around the requirement or ask. Get the business side of the request.
The outcome: A good end-to-end user experience — which is the only thing the customer actually sees.

Three more ways in