Out of the fog Our product team's journey to new heights Sophie Manton Holly Donohue Photograph: @yooloyolo on pxhere
Redhill, Surrey Altrincham, Manchester
Learning to Focus on Value
Exercise Let’s assume everything is: Equal effort Equal urgency Photograph: Pawan Singh
GDPR Assured Self-Service Website Ensure our Self-Service product is GDPR assured in relation to consent and data processing and ensure a full audit trail. Value to Aquila Heywood • Avoid the risk of significant fines for both Aquila Heywood and our customers (up to € 10 million for non-compliance, € 20 million for a breach) • Avoid severe reputational damage Impact to our customers • A GDPR assured Self-Service website, avoiding the risk of fines and reputational damage (as above) • Compliance with audit requirements Metrics • N/A
Reduce Customer Administration Cost for Retirements Reduce the administration cost per member for our customers when processing retirement cases. Value to Aquila Heywood • Improve customer satisfaction (NPS score currently 24) • Improve our competitive advantage, Competitor X has a retirement cost per member of £8.21 • Essential to achieving our strategic goal Impact to our customers • Lower administration costs by 20% for retirement processing • An average-sized customer would reduce overheads by 2FTE, enabling the staff to be utilised to offer an improved customer service. Metrics • Cost per member for retirement cases is reduced by 20% • Effort each month spent processing retirements is reduced by 20%
Customer X Payroll Enhancement Reduce the time Customer X spends manually amending pay values following changes to information for an individual member of the pension scheme. Value to Aquila Heywood • Deliver £1.2m revenue of our £11.5 million contract • Essential to maintaining the relationship with our largest customer (retention) in a strategic market segment • A core change would benefit 16 customers, improving our NPS score Impact to our customers • Reduce administration overheads by 50 days per month (15%) • Eliminate the risk of manual data entry errors, improve data quality by 5% • Reduce the risk of making under / overpayments Metrics • Reduce customer effort for the amendment process by 50 days/month • Improve data quality score by 5%
Reduce the effort of writing automated tests We want to write an automated regression test for every new user story we develop. Writing the tests is time consuming for our developers and our testers are currently unable to write them. Value to Aquila Heywood • Reduce the effort of writing automated tests by 50%; roughly 800 days per year • Enable testers to write some of the automated tests for each new development, better utilising the skills within the team Impact to our customers • Increased development capacity enables us to deliver more development changes which will benefit customers Metrics • Time taken to write automated tests per test / per month (see above)
Start 2 Minute Timer
Value Matrix
Example Will this improve product quality? 0 No improvement to quality 1 1 – n defects have been raised due to this issue 3 n – nn defects have been raised due to this issue 5 nn – nnn defects have been raised due to this issue 8 Over nnn defects have been raised due to this issue Where n is a specific number that is increasing with each statement
Value Scores 54 GDPR Assured Self-Service Website Reduce Customer Administration 40 Cost for Retirements Reduce the effort of writing 38 automated tests 34 Customer X Payroll Enhancement =((score 1 x weighting) + (score 2 x weighting)…etc)
GDPR Assured Self-Service Website Ensure our Self-Service product is GDPR assured in relation to consent and data processing and ensure a full audit trail. Value to Aquila Heywood • Avoid the risk of significant fines for both Aquila Heywood and our customers (up to € 10 million for non-compliance, € 20 million for a breach) • Avoid severe reputational damage Impact to our customers • A GDPR assured Self-Service website, avoiding the risk of fines and reputational damage (as above) • Compliance with audit requirements Metrics 25/05/2018 Effort Value • N/A 54 Small Fixed date
Considering Objective Common varied value prioritisation language factors
Finding our flow Photograph: Jon Cornforth
Explicit Policy: Explicit Policy: Explicit Policy: Explicit Policy: Explicit Policy: Explicit Cost of delay Idea validated through use of: UX/design BO kick off User stories meet Policy: • profile Product Analytics prototype & user complete the team definition Definition of • • identified Customer/Prospect Research journey Initial stories of “sprint ready” done for User & Insights Scrum team written and Stories and • Product Board Industry & competitor analysis identified rough pointed Prioritised by PO Business • • meeting to Strategy planning Kick Off scheduled Dev spikes Outcome met • agree which 3 Amigos Scrum team pull identified and Stories are accepted ideas to Fully Defined: top priority BO expedited into sprint by team, • • progress Anticipated business value when capacity Technical risks taking velocity and • Impact to customer available. identified capacity into account • Value score • Metrics to measure success WIP Business Outcomes in Flight 10 Done User Stories Preparing Ready In flight Ideas -3 -2 -1 In Sprint WIP WIP WIP 6 6 ∞ Explicit Policy: Template Bigger format in than 1 priority order story Individual stories SKIP and defects Items can be deferred at any point. If a WIP limit is exceeded, the lowest priority item(s) will be deferred.
3 Amigos
Finishing Achieving Predictability things “flow”
But…we still had some challenges
Product Team Reboot
Focus on Strategy
Relationships | with the Executive Board
Relationships | with the scrum teams
Relationships | as a product team
Focussing on Transparent Gained trust company communication strategy Photograph: Charlie Day
Lead Time Was Now ~7 Years ~1-5 Months
Time Spent on Strategic Development Was Now 14% 35%
One year on…
Thank you Sophie.Manton@azula.co.uk Holly.Donohue@aquilaheywood.co.uk @SophieManton @HollyDonohue01 www.aquilaheywood.co.uk
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