Breaking Bad Habits: How we helped large banks listen to ...€¦ · make decisions fast. James was...

Breaking Bad Habits: How we helped large banks

listen to Customers Usingaholis+capproachtoEconomicPriori+sa+on

Breaking Bad Habits…

Every Day…

One day…

Because of that…

…that’s beBer…

Finally…

Define the Problem

Noconsensusviewontherightini+a+vestoinvestinattheright

DesirabilityWhatdoCustomers

ViabilityWhatis

financiallyviable?

FeasibilityWhatis

technicallyandorganisa+onally

feasible?

Solu+onsthatemergeattheendofHuman-centreddesignshouldbeDesirable,viableandFeasible

Agreed ObjecHves & Principles

Op+miseBenefitsMaximisebothCustomerandBusinessValue

ClearVisionAconsensusviewofPriority

EnableBusinessagilityCon+nuouslyassessallnewandin-flightideasandtrade-off.

EncourageSpeed-to-marketAvoidwasteandover-commitment.Rapidlysubmit,test(MVP)andlearn.

Objec+vityoverSubjec+vityRemoveemo+onfromdecision-making

GivetheCustomeravoiceEnsureourproductwillcompelCustomertocome

BeTransparentLetpeopleseewhatiscommi\edandwhatisemerging

MakeSmallerBetsBreakdownlargeini+a+vesintosmallerMVPsandinvestinmorehighvalueideas.

ReduceOverheadAvoidelabora+ngtooearlyortoolate.

TheRightRolesplusDataEnsurethoseaccountablehaveavote,e.g.Desirability,ViabilityandFeasibility.Favourempiricismoveropinion.

HelpinglargebankslistentoCustomersusinganholis+cEconomicPriori+sa+onmodel

The SoluHon Five Elements

IdeasConsistent‘+ckets’tosubmitideasusingaLeanCanvas.

PitchingIdeaOwnerpitches.

Opportunitytointerrogateand

understandbenefits.

ForumRepresentCustomer,Business&Team.

Empoweredtomakedecisions.

RankingRela+veonlyusingvalueforCustomerdesirability,businessviabilityand

Feasibility

DiscoveryAllocatefundingtobeing

fromconcepttocustomer.Ditchorpivot.

Ideas: Can come from anyone at any Hme.

Pitching

CustomersCustomer

Representa+ve,e.g.UserExperience

BusinessMustrepresentallbusinessarease.g.ProductOwners

TeamTheteamwhowillexecutetheideae.g.Programteam

TrainedinthePriori+sa+onFramework.Independentlyfacilitated.Principles&Anchorsguidescoring,collabora+ondrivesconsensus

1.Anchors

2.Pitching

3.Rela+veRa+ng

4.Visualise

5.Agree

6.Retro

The DVF Model

Ranking

Consensus

Discovery

Just-in-+meinvestment.ProgressiveElabora+on.Increasingcommitment

FunnelWhatideasdowehave?

ThinkWhydoit?Whofor?Isitworthfurther

investmentof5me?

ShapeIsthisthe

rightthingtobuild?

Howtobuildit?

Howmuchwillittake?Whoelsedowedepend

FrameWhatarewebuildingexactly?

Howarewebuildingit?Which

team(s)canbuildit?

PlanCanwedo

it?Whencanitbedelivered?

BuildArewegoingtomeetourdeliverygoals?

Arewes5llbuildingtherightthing?

LearnHavewedoneit?Areour

customersusingit?Howisit

performing?

The Seed Team

Scaled Agile Environment

TBD–PictureoftheForum

Feedback “AsChiefProductOwneronamul5-milliondollarproduct,myresponsibilityistoensurewenotonlydothingsrightbutwe'dotherightthings'.ThePriori5sa5onmodelbroughtthediscipline,scienceand-cri5cally-thecustomercentricity-weneededtoop.miseourinvestment.ThisallowedmetoengageawiderExecu5vegroupanddivergeforideasknowingwehadarobustmodelinplacestoconvergeonthebestones.Italsoensuredwedidn'tover-invest.Withthemodelandpeopleinplacewewerecertainwewererespondingtorealcustomerneeds”Dave,ChiefProductOwner“JamesintroducedthePriori5sa5onmodelinafewweeks,galvanisingtheteamsrequiredtoexecuteitsuccessfully.Investmentdecisionsbecamemoreevidence-based.Wefocusedoncustomerneedsandbuiltacon.nuousfeedbackloop.Wereducedwastebyinves5nginsmallerhighvalueideasandavoidedgold-pla5ngandback-doorrequirements.Webuiltandpublishedalargebacklogthatourbusinessandstafffoundverymo5va5ng.Weeconomicallypriori5sedthis.theresultwashighercustomersa.sfac.onandthemodelwasreplicatedinotherbankareas.”Andy,BusinessProgramDirector“Weoperateinaworldthatismoredynamicandcomplexthaneverbefore,andcustomerneedsandtechnologyevolvefasterthanever.Asaresult,weintroducedanewPriori5sa5onmodeltoevaluateopportuni5esefficiently,withtheagilitytorespondtodynamicmarketcondi5onsandmakedecisionsfast.Jameswasinstrumentalinembeddingamodelthatincludedcustomercentricdesign(CCD)andagilemethodologies.Themodelenabledbusinessleaderstopriori5seopportuni5esbasedoncustomerdesirability,businessviabilityandtechnicalfeasibility,inwaythatensuresweiden5fyandfocusonthekeypriori5esmostefficiently.”Charles,BusinessExecu.ve

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