Post on 12-Jul-2015
transcript
Customer centric Agile
Angel Diaz-Maroto@adiazmarotowww.agilar.org
@adiazmaroto
The Agile organization
and continuously improve it
@adiazmaroto
@adiazmaroto
The customer!
A party that receives or consumes products
(goods or services) and has the ability to
choose between different products and
suppliers.
@adiazmaroto
Who are you trying
to delight with your
product?What kind of
experience is your
product creating?
How is your
customer like?
Do we need to
create wow
moments or to
be wow in
basics
@adiazmaroto
We don’t know!!!
Learn it from
your
customer!!!
@adiazmaroto
Create a conversation with your
customer
Respond
Understand
Listen
Create a conversation with your
customer
@adiazmaroto
Listen
Understand
Respond
“Entrepreneurs are everywhere ... The concept of entrepreneurship includes anyone who works within my definition of a startup: a human institution designed to create new products and services under conditions of extreme uncertainty.”
Eric Ries
13
Learnings from lean Startup
• Understand projects as hypothesis
• Small and incremental budgeting
• Sense often
• Use actionable metrics
• Invest wisely
@adiazmaroto
Learnings from design thinking
• Create empathy for your customer
• Embed the customer in your process
• Observe, ideate and prototype
• Help your customer exploring his needs
@adiazmaroto
Learnings from Agile
• Create multidisciplinary teams
• Create a shared vision
• Create shared values
• From User stories to Customer stories
@adiazmaroto
<Customer Persona> <Needs/likes/wants/is asked to> <customer perception>. [When <touch-point/actor> <feature for interaction>] then <experience delivered>
Again a New paradigm
@adiazmaroto
Customer experience creation
Business IT Service
Thanks!
Angel Diaz-Maroto@adiazmarotowww.agilar.org
@adiazmaroto