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Actions
- Need to demonstrate value in UX
- Include everyone in the research
- Consider Create Customer Insight councils - invite all those that have customer touch points. Identify biggest themes and problem solve. Create insights hub to share insights. Research is time and context sensitive. Insight needs to be fresh and relevant.
- How do we share customer insight across the product team and wider group? help create a shared understanding of the why
- Consider introducing a broker Diary study to better understand the jobs to be done
- Agree success product KPIs aligned with business values and goals. How do you measure broker sentiment as a KPI? How to track and repot against KPIs?
- Embed UX designer within Product teams
- Need to define product strategy and vision for Broker CRM. Agree OKRs with team
- What is our brand story
‘Building for tomorrow without compromising the needs of today’
Importance of inclusive design - everyone is different, context is different
...
Agree success product KPIs aligned with business values and goals
Changing mindset
Biz needs to be outcome focussed. Its a long journey. need to understand how we are gonna get there.
'Feature Factory' - Features built not based on user need. Result is bix is caught in a build trap
Need to focus on delivering value
Need to define product strategy and vision
In the beginning you need trust in the process and patience to prove value
Holistic view of how it impacts the customer as a whole
Build trust
Q - How much does cost of dev team per sprint vs value of the customer?
Q - What are the top 3 ideas that are game changing
Need a deep dive into the customer lifecycle to understand how they work/feel
Run customer strategy workshops - create ‘problem statements’ to solve
Present back to exec/group progress, success stories and failures/learnings
“OKR” stands for “Objectives and Key Results.
OKRs are an effective goal-setting and leadership tool for communicating what you want to accomplish and what milestones you'll need to meet in order to accomplish it. OKRs are used by some of the world's leading organizations to set and enact their strategies.
Impactful Design Narrative
Create narratives to
to engage
to inspire
to create empathy
to influence others
Great narratives can change behaviours and attitudes
They help frame a problem and explore the meaning
Sharing instead of telling
What are users feeling at that point in the UJ map
Build personal stories.
Leading Cross Functional Teams
Build and share the vision in cross functional teams
Need to integrate UX with products teams. Remove silos.
Share insight across group/products