Out of the fog Our product team's journey to new heights Sophie - - PowerPoint PPT Presentation

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 Equal effort Equal urgency Let’s assume everything is:

Photograph: Pawan Singh

GDPR Assured Self-Service Website

Value to Aquila Heywood Impact to our customers

• 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

Ensure our Self-Service product is GDPR assured in relation to consent and data processing and ensure a full audit trail.

Metrics

• N/A
• A GDPR assured Self-Service website, avoiding the

risk of fines and reputational damage (as above)

• Compliance with audit requirements

Reduce Customer Administration Cost for Retirements

Value to Aquila Heywood Impact to our customers

• 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

Reduce the administration cost per member for our customers when processing retirement cases.

Metrics

• Cost per member for retirement cases is reduced by 20%
• Effort each month spent processing retirements is reduced by 20%
• 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.

Customer X Payroll Enhancement

Value to Aquila Heywood Impact to our customers

• 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 Reduce the time Customer X spends manually amending pay values following changes to information for an individual member of the pension scheme.

Metrics

• Reduce customer effort for the amendment process by 50 days/month
• Improve data quality score by 5%
• 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

Reduce the effort of writing automated tests

Value to Aquila Heywood Impact to our customers

• 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 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

• ur testers are currently unable to write them.

Metrics

• Time taken to write automated tests per test / per month (see above)
• Increased development capacity enables us to deliver

more development changes which will benefit customers

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

GDPR Assured Self-Service Website Reduce the effort of writing automated tests Customer X Payroll Enhancement Reduce Customer Administration Cost for Retirements

54 40 38 34

Value Scores =((score 1 x weighting) + (score 2 x weighting)…etc)

GDPR Assured Self-Service Website

Value to Aquila Heywood Impact to our customers

• 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

Ensure our Self-Service product is GDPR assured in relation to consent and data processing and ensure a full audit trail.

Metrics

• N/A
• A GDPR assured Self-Service website, avoiding the

risk of fines and reputational damage (as above)

• Compliance with audit requirements

54

Value

Fixed date 25/05/2018

Effort

Small

Considering varied value factors Common language Objective prioritisation

Finding our flow

Photograph: Jon Cornforth

Items can be deferred at any point. If a WIP limit is exceeded, the lowest priority item(s) will be deferred.

Business Outcomes in Flight User Stories Ideas

Preparing Ready In flight

• 3
• 2
• 1

In Sprint

Done

Bigger than 1 story

SKIP

WIP

∞

WIP

6

WIP

6

WIP

10

Explicit Policy: Template format in priority order Explicit Policy: Cost of delay profile identified Product Board meeting to agree which ideas to progress Explicit Policy: Idea validated through use of:

• Product Analytics
• Customer/Prospect Research

& Insights

• Industry & competitor analysis
• Strategy planning
• 3 Amigos

Fully Defined:

• Anticipated business value
• Impact to customer
• Value score
• Metrics to measure success

Explicit Policy: UX/design prototype & user journey Scrum team identified Kick Off scheduled Scrum team pull top priority BO when capacity available. Explicit Policy: BO kick off complete

• Initial stories

written and rough pointed

• Dev spikes

identified and expedited

• Technical risks

identified Explicit Policy: User stories meet the team definition

• f “sprint ready”

Prioritised by PO Stories are accepted into sprint by team, taking velocity and capacity into account Explicit Policy: Definition of done for User Stories and Business Outcome met

Individual stories and defects

3 Amigos

Achieving “flow” Predictability Finishing things

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

Transparent communication Focussing on company strategy Gained trust

Photograph: Charlie Day

Was ~7 Years Now ~1-5 Months

Lead Time

Was 14% Now 35%

Time Spent on Strategic Development

One year on…

www.aquilaheywood.co.uk

Thank you

Sophie.Manton@azula.co.uk Holly.Donohue@aquilaheywood.co.uk

@SophieManton @HollyDonohue01