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Improving products & services by listening to your customers

Building a better product by listening to your customer

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Improving products & services by listening to your customers

Agenda

1. Intros2. State of the union3. How to we gather insight4. Application5. Outcomes6. Summary

© 2015 Aequilibrium Software, Inc.

Presenter

3

Adrian Moise, CEO

Built and lead high performance Agile teams to deliver software products for Microsoft, Starbucks, Nintendo, Nike, Electronic Arts. Worked at both Product (UbiSoft, Microsoft, EA, McKesson, iQmetrix) and Professional Services Companies (Blast Radius, Aequilibrium).

Today

Customers are in the driver’s seat

So what?

Data can be found everywhere

Access to real time analytics

Now what?

Small and nimble trumps big and slow

Actionable metrics vs. vanity metrics

Speed is the new currency

How do we get to market quickly with a great product/service while…

Finding the right hires

Keeping up with technology

Prioritizing the right

functionality

So how do you gather insights?

Zipcar: the early days

Maximize business value

• It this feature “neat” or a “must have”• Are customers willing to pay a premium• Reduce the risk

PAINKILLER

VITAMINVS.

Now what do I do with this?

• Lean Start-Up/Agile approach

• Building with the ability to pivot based on new customer insights

Company A Case Study

• The product was being mailed out on CDs

• They needed to move to the cloud• 8 months in planning and didn’t know

what functionality was most important• 8 iterations later…

Fail fast

The sooner you know your ideas won’t work…the better.

Company B Case Study

• Needed a mobile banking app and deposit anywhere technology

• Increased customer satisfaction from 40% to 60% to 90%

• “If this functionality was available today, I would switch my bank provider immediately!”

Outcomes

1. Better product2. Increased ROI3. Faster time to

market

Summary

1. Know your audience Collect customer feedback early and frequently Define high-value scenarios

2. Validate learning Assess product market-fit Hypothesize and define experiments

3. Build-Measure-Learn Vanity metrics vs. meaningful metrics Knowledge as key artifact of each iteration

If you only remember 1 thing

Thank you!

[email protected]@cptmbl