Breaking Bad Habits: How we helped large banks listen to ...€¦ · make decisions fast. James was...
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Breaking Bad Habits: How we helped large banks listen to Customers Using a holis+c approach to Economic Priori+sa+on Helping large banks listen to Customers using an holis+c Economic Priori+sa+on model © 2016 www.Ernest.Consul+ng or www.james-parnell.com
Transcript of 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
HelpinglargebankslistentoCustomersusinganholis+cEconomicPriori+sa+onmodel©2016www.Ernest.Consul+ngorwww.james-parnell.com
HelpinglargebankslistentoCustomersusinganholis+cEconomicPriori+sa+onmodel©2016www.Ernest.Consul+ngorwww.james-parnell.com
Breaking Bad Habits…
HelpinglargebankslistentoCustomersusinganholis+cEconomicPriori+sa+onmodel©2016www.Ernest.Consul+ngorwww.james-parnell.com
HelpinglargebankslistentoCustomersusinganholis+cEconomicPriori+sa+onmodel©2016www.Ernest.Consul+ngorwww.james-parnell.com
Every Day…
One day…
HelpinglargebankslistentoCustomersusinganholis+cEconomicPriori+sa+onmodel©2016www.Ernest.Consul+ngorwww.james-parnell.com
HelpinglargebankslistentoCustomersusinganholis+cEconomicPriori+sa+onmodel©2016www.Ernest.Consul+ngorwww.james-parnell.com
Because of that…
HelpinglargebankslistentoCustomersusinganholis+cEconomicPriori+sa+onmodel©2016www.Ernest.Consul+ngorwww.james-parnell.com
…that’s beBer…
HelpinglargebankslistentoCustomersusinganholis+cEconomicPriori+sa+onmodel©2016www.Ernest.Consul+ngorwww.james-parnell.com
Finally…
Define the Problem
Noconsensusviewontherightini+a+vestoinvestinattheright
+me.
HelpinglargebankslistentoCustomersusinganholis+cEconomicPriori+sa+onmodel©2016www.Ernest.Consul+ngorwww.james-parnell.com
DesirabilityWhatdoCustomers
want?
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
©2016www.Ernest.Consul+ngorwww.james-parnell.com
GivetheCustomeravoiceEnsureourproductwillcompelCustomertocome
BeTransparentLetpeopleseewhatiscommi\edandwhatisemerging
MakeSmallerBetsBreakdownlargeini+a+vesintosmallerMVPsandinvestinmorehighvalueideas.
ReduceOverheadAvoidelabora+ngtooearlyortoolate.
TheRightRolesplusDataEnsurethoseaccountablehaveavote,e.g.Desirability,ViabilityandFeasibility.Favourempiricismoveropinion.
HelpinglargebankslistentoCustomersusinganholis+cEconomicPriori+sa+onmodel
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.
©2016www.Ernest.Consul+ngorwww.james-parnell.com
Ideas: Can come from anyone at any Hme.
HelpinglargebankslistentoCustomersusinganholis+cEconomicPriori+sa+onmodel
.
©2016www.Ernest.Consul+ngorwww.james-parnell.com
Pitching
HelpinglargebankslistentoCustomersusinganholis+cEconomicPriori+sa+onmodel©2016www.Ernest.Consul+ngorwww.james-parnell.com
Forum
HelpinglargebankslistentoCustomersusinganholis+cEconomicPriori+sa+onmodel
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
©2016www.Ernest.Consul+ngorwww.james-parnell.com
The DVF Model
HelpinglargebankslistentoCustomersusinganholis+cEconomicPriori+sa+onmodel©2016www.Ernest.Consul+ngorwww.james-parnell.com
Ranking
Consensus
HelpinglargebankslistentoCustomersusinganholis+cEconomicPriori+sa+onmodel©2016www.Ernest.Consul+ngorwww.james-parnell.com
Consensus
Discovery
HelpinglargebankslistentoCustomersusinganholis+cEconomicPriori+sa+onmodel
Just-in-+meinvestment.ProgressiveElabora+on.Increasingcommitment
FunnelWhatideasdowehave?
ThinkWhydoit?Whofor?Isitworthfurther
investmentof5me?
ShapeIsthisthe
rightthingtobuild?
Howtobuildit?
Howmuchwillittake?Whoelsedowedepend
on?
FrameWhatarewebuildingexactly?
Howarewebuildingit?Which
team(s)canbuildit?
PlanCanwedo
it?Whencanitbedelivered?
BuildArewegoingtomeetourdeliverygoals?
Arewes5llbuildingtherightthing?
LearnHavewedoneit?Areour
customersusingit?Howisit
performing?
©2016www.Ernest.Consul+ngorwww.james-parnell.com
The Seed Team
HelpinglargebankslistentoCustomersusinganholis+cEconomicPriori+sa+onmodel©2016www.Ernest.Consul+ngorwww.james-parnell.com
Scaled Agile Environment
TBD–PictureoftheForum
HelpinglargebankslistentoCustomersusinganholis+cEconomicPriori+sa+onmodel©2016www.Ernest.Consul+ngorwww.james-parnell.com
HelpinglargebankslistentoCustomersusinganholis+cEconomicPriori+sa+onmodel©2016www.Ernest.Consul+ngorwww.james-parnell.com
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
©2016www.Ernest.Consul+ngorwww.james-parnell.com HelpinglargebankslistentoCustomersusinganholis+cEconomicPriori+sa+onmodel
What’s Next?
HelpinglargebankslistentoCustomersusinganholis+cEconomicPriori+sa+onmodel©2016www.Ernest.Consul+ngorwww.james-parnell.com
