N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
DIRECTEDDISCOVERY
ParamedFirst company
First acquisition
Software startup
2nd acquisition
90 year old company
Growth startup
EMS$7.14 / hour
“Healthy product heart”
NATE WALKINGSHAW • CXO PLURALSIGHT • TWITTER / MEDIUM: @NWALKINGSHAW • DIRECTEDDISCOVERY.COM • PRODUCTLEADERSHIPBOOK.COM
Co-create“Trust”
Vision
Strategy
Output &Outcome
based
Product Confidence
(80%)
Knowledgetransfer(GTM Velocity)
Output
PMUXDevContentCustomer
SalesMarketingSupportFinance
WorkstyleCollection of knowledge
Cross-functional+
Autonomous+
Accountable
MeasureOutcome
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
YOUR CURRENT PRODUCT STRATEGY NEEDS A LOOK
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
WHY?
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
OLD &STODGY
ALLTHE
THINGSTRIEDNEW ARCHI-
TECTURE
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
DELIVERYDRIVEN
OUTPUTSFOCUSED
“HOW MUCH CAN WE SHIP”
OLD &STODGY
ALLTHE
THINGSTRIEDNEW ARCHI-
TECTURE
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
THE WHOLE PURPOSE
BUSINESSNEEDS
CUSTOMERVALUE
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
IDENTIFYCUSTOMER
VALUE
VALIDATEIDEAS
OVERCOMEBIASES
MINIMIZEDEV COSTS
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
MISSING ELEMENTS:
HUMAN-CENTERED
OUTCOMESFOCUSED
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
MILE MARKERSNOT A PROCESS
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
THE VALUE:
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
CONTINUOUSDISCOVERY &
DELIVERY
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
BENEFITS LONG TERM STRATEGY
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
PUTS CUSTOMERS AT THE CENTER OF ALL
YOU DO
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
HIGH PROBABILITY FOR PRODUCT
MARKET FIT
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
THE ANALOGY
VISION
MILE MARKER
MILE MARKER
MILE MARKER
COMPANY ‘A’MASSIVE RE-WRITE
STRATEGY
COMPANY ‘B’MOBILE STRATEGY
VISION
STRATEGY
MILE MARKER
MILE MARKER
MILE MARKER
25,000 FT
15,000 FT
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
VISION
15,000 FT
30,000 FTBUSINESSOBJECTIVES
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
VISION
STRATEGY
15,000 FT
30,000 FTBUSINESSOBJECTIVES
MILE MARKER
MILE MARKER
MILE MARKER
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
VISIONASPIRATIONAL
STRATEGYEXECUTION PLANS
OUTPUTS & OUTCOMES
PERSONASKNOW WHO YOU ARE
BUILDING FOR
LISTEN• VOICE OF THE CUSTOMER
• UNDERSTAND THE PROBLEM
DESIGNCREATE AN EXPERIENCE TO
SOLVE THE PROBLEM
PROTOTYPE OBSERVATION
TEST YOUR DESIGNS WITH CUSTOMERS:
80% CONFIDENCE
BUILDALL THE CODES
QUANTITATIVE ANALYSISMEASURE CUSTOMER
HAPPINESS & ENGAGEMENT
RELEASE• PRE-ALPHA
• ALPHA• BETA
• PRODUCTION
ITERATECONTINUE TO HEAR YOUR CUSTOMER AND IMPROVE
DIRECTED DISCOVERY
STRATEGYEXECUTION PLANS
OUTPUTS & OUTCOMES
PERSONASKNOW WHO YOU ARE
BUILDING FOR
LISTEN• VOICE OF THE CUSTOMER
• UNDERSTAND THE PROBLEM
DESIGNCREATE AN EXPERIENCE TO
SOLVE THE PROBLEM
PROTOTYPE OBSERVATION
TEST YOUR DESIGNS WITH CUSTOMERS:
80% CONFIDENCE
BUILDALL THE CODES
QUANTITATIVE ANALYSISMEASURE CUSTOMER
HAPPINESS & ENGAGEMENT
RELEASE• PRE-ALPHA
• ALPHA• BETA
• PRODUCTION
ITERATECONTINUE TO HEAR YOUR CUSTOMER AND IMPROVE
DIRECTED DISCOVERYCORPORATESTRATEGY
TEAM:“QUALITATIVE”
VISIONASPIRATIONAL
TEAM:“QUANTITATIVE”
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
USER BREAKS THE TIE
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
VISION
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
OUR VISION
DEMOCRATIZE TECHNOLOGY
SKILLS
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
STRATEGY
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
Courses
Dashboard
Analytics
Paths
Assessments
Channels
Mentoring
Teams
Business
Education
SME
Entertainment
Healthcare
Government
Military
Core
Sales
Features
Channels
Curation
Research
wwwMarketplace3rd partyInternalSocialOtherPartnerships
Japan
China
S America
India
EMEA
Australia
UK
N America
Video ads
Blogs
SDL data
SDL tool
Projects
F-end B-end Security Data Mobile Offline Design UGC
Rookie
Proficient
Pro
Veteran
Legend
CONTENT
PRODUCT
CORE 2017CUSTOMER
SEGMENT
VALUE CHAIN
CHANNEL
GEOGRAPHIES EXPERIENCE
2.5M Members 12k Business Clients
NEW BUSINESS
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
TEAMS
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O MNATE WALKINGSHAW • CXO PLURALSIGHT • TWITTER / MEDIUM: @NWALKINGSHAW • DIRECTEDDISCOVERY.COM • PRODUCTLEADERSHIPBOOK.COM
HOW WE BEHAVE
Live inreality
Respecteach other
Be vulnerable Embracescientificthinking
Know eachother’s world
Lead withhumility
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
CROSS-FUNCTIONALCO-LOCATED
AUTONOMOUS TEAMS
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
CXO
Head ofProduct
Head ofContent
Head ofTechnology
VP of Mobile
VP of B2C
VP of B2B
VP of Content
VP of Dev
VP of IT
VP of Creative
VP of Curriculum
VP of Analytics
VP of Community
VP of Experts
VP of EnterprisePXT
PXT
PXT
PXTPXT
PXT
PXT
PXT
PXT
PXT
PXT
PXT
PXTPXT
PXT
PXT
PXT
PXT
PXT
PXT
PXT
PXT PXT
PXT
PXTPXT
PXT
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
CXO
Head ofProduct
Head ofContent
Head ofTechnology
VP of Mobile
VP of B2C
VP of B2B
VP of Content
VP of Dev
VP of IT
VP of Creative
VP of Curriculum
VP of Analytics
VP of Community
VP of Experts
VP of EnterprisePXT
PXT
PXT
PXTPXT
PXT
PXT
PXT
PXT
PXT
PXT
PXTPXT
PXT
PXT
PXT
PXT
PXT
PXT
PXT
PXT PXT
PXT
PXTPXT
PXT
PXT
CONTENT DATA SCIENCE DATA ENGINEERUX DESIGNERPRODUCTMANAGER
ENGINEER
PRODUCT EXPERIENCE TEAM(PXT)
PRODUCT EXPERIENCE TEAM(PXT)
SALES EXPERIENCE TEAM(SXT)
CONTENT DATA SCIENCE DATA ENGINEERUX DESIGNERPRODUCTMANAGER
ENGINEER
PROFESSIONALSERVICES
CUSTOMERSUCCESS
FIELDSALES
OUTBOUNDSALES
INBOUNDSALES
PRODUCTMARKETING
(PXT)
(SXT)
CONTENT
DATA SCIENCE
DATA ENGINEER
UX DESIGNER
PRODUCTMANAGER
ENGINEER
PROFESSIONALSERVICES
CUSTOMERSUCCESS
FIELDSALES
OUTBOUNDSALES
INBOUNDSALES
PRODUCTMARKETING
PRODUCT MARKET FIT
CO-CORE V.1NATE WALKINGSHAW • CXO PLURALSIGHT • TWITTER / MEDIUM: @NWALKINGSHAW • DIRECTEDDISCOVERY.COM • PRODUCTLEADERSHIPBOOK.COM
NATE WALKINGSHAW • CXO PLURALSIGHT • TWITTER / MEDIUM: @NWALKINGSHAW • DIRECTEDDISCOVERY.COM • PRODUCTLEADERSHIPBOOK.COM
CO-CORE V.2
PRESENT DAYNATE WALKINGSHAW • CXO PLURALSIGHT • TWITTER / MEDIUM: @NWALKINGSHAW • DIRECTEDDISCOVERY.COM • PRODUCTLEADERSHIPBOOK.COM
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
HOW WE BUILD IT
STRATEGYEXECUTION PLANS
OUTPUTS & OUTCOMES
PERSONASKNOW WHO YOU ARE
BUILDING FOR
LISTEN• VOICE OF THE CUSTOMER
• UNDERSTAND THE PROBLEM
DESIGNCREATE AN EXPERIENCE TO
SOLVE THE PROBLEM
PROTOTYPE OBSERVATION
TEST YOUR DESIGNS WITH CUSTOMERS:
80% CONFIDENCE
BUILDALL THE CODES
QUANTITATIVE ANALYSISMEASURE CUSTOMER
HAPPINESS & ENGAGEMENT
RELEASE• PRE-ALPHA
• ALPHA• BETA
• PRODUCTION
ITERATECONTINUE TO HEAR YOUR CUSTOMER AND IMPROVE
DIRECTED DISCOVERYCORPORATESTRATEGY
TEAM:“QUALITATIVE”
VISIONASPIRATIONAL
TEAM:“QUANTITATIVE”
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
INNOVATION
LEARNER
LISTENUSER STORIES
PROTOTYPEOBSERVATION
TEST YOUR DESIGNS
QUANTITATIVEANALYSIS
MEASURE CUSTOMERHAPPINESS & ENGAGEMNT
ADMIN
AUTHOR
INNOVATION
OPERATIONALEXCELLENCE
PLUS ONES
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
OPERATIONAL EXCELLENCE
LEARNER
ADMIN
AUTHOR
LISTENUSER STORIES
PROTOTYPEOBSERVATION
TEST YOUR DESIGNS
QUANTITATIVEANALYSIS
MEASURE CUSTOMERHAPPINESS & ENGAGEMNT
INNOVATION
OPERATIONALEXCELLENCE
PLUS ONES
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
PLUS ONE
LEARNER
ADMIN
AUTHOR
LISTENUSER STORIES
PROTOTYPEOBSERVATION
TEST YOUR DESIGNS
QUANTITATIVEANALYSIS
MEASURE CUSTOMERHAPPINESS & ENGAGEMNT
INNOVATION
OPERATIONALEXCELLENCE
PLUS ONES
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
OUR PERSONAS
LEARNERSNEWBIE CUTTING EDGE VETERAN
SDLsTEAM
MANAGERPLANADMIN
TECH LEADERSSTRATEGIC
TECH LEADERTRANSFORMATIONAL
TECH LEADERAUTHOR MENTOR
INTERNAL
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
VOICE OF THE CUSTOMER &UNDERSTAND THE PROBLEM
LISTEN
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
HUMAN-CENTERED
Content Data Science
Data Engineer
UX Designer
Product Manager
EngineerPXT
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
60+ CUSTOMER INTERVIEWS PER WEEK
THIS IS DEVONDEVON WANTS TO LEARN MORE AND GO DEEPER ON ANGULAR
BACKBONE OF LEARNING
WATCHING
DOING
SKILLMEASUREMENT MENTORING
PATHS &CHANNELS
LEARNINGTOOLS
SYNTHESIS
SYNTHESIS
SYNTHESIS
BU
ILD
ING
BLO
CK
S
VOICE OF THE CUSTOMER
VIDEO CONF. IN-PERSON SECONDARY
DOING THINKING FEELING
DEVICES RELATIONSHIPS
PLACE TIME TOUCHPOINT
SYNTHESIS
THE CUSTOMERS JOURNEY THINK, FEEL, DO
Doing
Thinking
Feeling
• "I need to get this done soon/I need to research this...” • "Who would know about this?"• "Where have I had success before?"• "I have a good resource for this, but I can't remember where"
• Focused with a clear path to getting it done• Hopeful & Confident they can accomplish it• Urgency, Anxieity & Pressure about finding a solution,
getting work done in small amount of time.
• Focused on specific keywords / Hopeful to find quick answers.• Frustrated that they aren’t finding specific help they need• Urgency, Anxiety and Pressure to deliver quality and feel they
are running out of time.
• Hopeful/Curious if the solution they found will work.• Confused/Frustrated because what they thought, didn’t work.• Euphoria they found exactly what they need and it works!• Nervous they wont find an answer soon
• Proud & Accomplished, they’ve found something that works• Relief from previous anxiety about solutions.• They want to give back and share with colleagues or friends• Not enough time to blog
• "When was this written or created / is it relavent?”• "What exactly do I need to do / What are the steps?"• "What's the best way to resolve this/the best answer?”• "Does this work with the code that I have?"• "Do they know their stuff/Who takes time to post this?”
• "I want to know more about this..."• "It's working!"• "Wait... is it working?"• "Wow, no way am I getting an answer to this today..."• "I need some feedback... Will I be notified of an answer?”
• "Who else needs to know this?"• "Maybe I should write a blog post about this?"• "I should document this in our wiki..."• "I think this was great work"
GUIDING PRINCIPLES
CUSTOMER JOURNEY
OPPORTUNITIES
Predict issues they’ll face in their tasks
STAGES: Global
Use search for content highlighting
STAGES: Search
Use our users to keep content relevant
STAGES: Sharing
Learn from others UGC strategic decisions
STAGES: Global
Buy/Create a “Kite” like tool for inline IDE referencing
STAGES: Applying, Searching, Need
Documentation Wiki used internal and external
STAGES: Sharing
Create rich, related, deep-linked resources
STAGES: Global
Reduce skimming through better, specific content
STAGES: Search, Applying
Introduce tagging
STAGES: Sharing
Capture GIT commits
STAGES: Applying, Sharing
Integrate with existing tools
STAGES: Global
Search Pluralsight from the point of need
STAGES: Search, Apply, Need
Use AI to create learning summaries ala GoPro Quick
STAGES: Global, Sharing
Public tutorials connected to internal courses
STAGES: Global
GLOBAL SEARCHING, APPLYING & TESTING SHARING
Meet with Scrum TeamNew project comes up
Need to learn a new skill
Browser & Browser HistoryReach out to vendor or CSM
< 10% post questions online
Talk to CoworkerLooking for an expert on tribal knowledge
Instant MessagingAsking Coworkers and experts in real time
Note TakingOnenote, Word docs, inline code, git commits
Team Sharing SessionReflect, Share solutions and Collaborate
Do it on my ownApply what I already know
InternalKnowledge BaseBrokered content that doesn’t fit into rapid tasks
.Net, Java, Javascript etc.
Bookmarks
Direct to Documentation
Working in IDERun into a problem or issue
Researching how to complete tasks
Working in IDEAccomplish their task / verify it works
Compare different possible solutions
Find learning dependencies
IDEDocument solution source in notes, docs, and code comments and Git Commits
Social
Mobile Device
Helping a colleague
Evaluation of daily tasks
Understanding requirements
View Backlog, Tickets
Quick Public Shares
Skimming for instructions, code and
overall approach
Run code and iterate Capturing
Google SearchOpen top 5 results with Ctrl+Click
CTRL+F in articles & transcripts
Wiki Internal/ExternalDocument solutionsDisconnect
Take a break from the problem
Customer Journey: Just-in-time learning with user-generated content6.26.17 | PLURALSIGHT - MIKE BAIRD & NATE SANDERS
MOMENT OF NEED SEARCHING APPLICATION & TESTING SHARINGStages
• People choose Pluralsight for anticipated, proactive, and instructional learning.
• Pluralsight is too distant in the consumption chain to be chosen in peak learning moments.
• People learn while they are doing their jobs, using just-in-time methods, in moments of need.
• People value experts and relevant/up-to-date content when searching for solutions.
Non-Linear & Timebound Non-Linear & Not Timebound
Cyclical & Timebound
CROSS-COLLABORATE
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
TEST YOUR DESIGNS WITH THE CUSTOMER:
80% CONFIDENCE
PROTOTYPEOBSERVATION
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
DESIGN PROTOTYPE
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
zTEST WITH CUSTOMERSzDESIGN PROTOTYPE
ITERATE TO 80%
PROTOTYPE OBSERVATION
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
HEADLIGHTS,TAIL LIGHTS, HAPPINESS
QUALITATIVE ANALYSIS“CCT”
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
HEAT MAPS
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
SCROLL MAPS
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
Upvotes
24.33Historical Page Views
1,387Downvotes
36
Copy Events
57.50Expanded Answer
44Search Attempt
7
ANALYTICS *BASED ON EVENTS / SESSIONS WITH AN EVENT
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
HEADLIGHTS TAIL LIGHTS HAPPINESS
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
HEADLIGHTS = USAGE
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
TAIL LIGHTS = BILLINGS
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
HAPPINESS = NPS
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
HAPPINESS = NPS
42
65
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
LETS TALK OUTCOMES
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
+
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
SHIP “X” BY THE END OF Q2
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
INSTEAD:CREATE A LEARNING
OUTCOME
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
INCREASE THE NUMBER OF SKILL IQs ATTACHED
TO SOCIAL PROFILES
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
KEY TAKEAWAYSFINALE
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
VALUEOBJECTIVES ARE
CREATED BY WHAT CUSTOMERS VALUE
NON-NEGOTIABLES
THE LEARNING LOOP FOR OUR LEARNERS IS OUR
BACKBONE
HOW WE BUILDTHROUGH DIRECTED
DISCOVERY WE FOCUS ON PEOPLE AND MASURE
OUTCOMES
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
THAT’S IT
THANK YOUN AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
DIRECTEDDISCOVERY
2018
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
DIRECTEDDISCOVERY
2018
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
DIRECTEDDISCOVERY
2018
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
DIRECTEDDISCOVERY
2018
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
DIRECTEDDISCOVERY
2018
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
DIRECTEDDISCOVERY
2018
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
VISION
MILE MARKER
MILE MARKER
MILE MARKER
BUSINESSOBJECTIVES
STRATEGY
BUSINESSOBJECTIVES
VISION
STRATEGY
MILE MARKER
MILE MARKER
MILE MARKER
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
PERSONAINTERACTION
LISTENUSER STORIES
QUANTITATIVEANALYSIS
MEASURE CUSTOMERHAPPINESS & ENGAGEMNT
PROTOTYPEOBSERVATION
TEST YOUR DESIGNS
N AT E W A L K I N G S H A W • C X O P L U R A L S I G H T • T W I T T E R / M E D I U M : @ N W A L K I N G S H A W • D I R E C T E D D I S C O V E R Y. C O M • P R O D U C T L E A D E R S H I P B O O K . C O M
OUR VISION
CREATE PROGRESS THROUGH
TECHNOLOGY THAT LIFTS THE HUMAN
CONDITION