Delivering a great customer experience starts with insightful understanding of customer needs and the customer’s point of view. Voice of the Customer (VoC) is the process of understanding the customer’s expectations and validating the outcomes of your product through customer feedback. Instead of looking at customers through a lens that too often relies only upon analytics, business metrics, and secondary
The 3 pillars of great products

I have worked in a variety of organizations across different industries, helping my teams or my clients build successful products. From Cisco to Capital One, from my startup Goozex.com to clients I have advised, from private organizations to the military, I have found three common elements that successful teams must have to deliver great products. These elements are the three
Validate as soon as possible

A developer approached me at a recent Agile conference where I was presenting a topic on building great products with small iterations, and he said, “I wish I had known this a year ago….” He had taken on a new project from a company that provided a full document of requirements upfront. They wanted to build a new system and
Michelangelo the first Agilist?

The meeting with the customer did not go well. The prototype was not yet finished, and the customer wasn’t able to grasp the qualities of the idea he was presenting. This project was already over budget, and there was no clear line of sight on its completion. By all measures, it was taking too long to put together, and the
Closing the Delivery gap

We have become increasingly good at building products. Agile, DevOps, Lean Startup methodologies have reduced the time to market and the complexity of deploying a new set of features, while improving the quality and shortening the feedback loop with customers. Armed with these methodologies, product managers can ideate, design and build products in shorter times, deploy them in the marketplace,
From Design Thinking to Design Doing

If you are in business today, you likely either want to innovate, or you are being asked to innovate. You need a way to get to workable innovation reliably. The brilliant thoughts in the shower are rare. We cannot rely on that to generate innovative ideas for our business. We need something more reliable, a process that helps us find
We plant one tree for every copy sold

In many areas around the world, billions of trees have been clear-cut in the last few decades, leaving soils exposed, depleted and incapable of supporting land-based or marine life. For example, in Madagascar, the vast mangrove coastal areas that once supported a thriving community of fishermen, have been eroded for lumber or for industrial farms. The lack of soil-control, water-filtering
Design Sprint agenda for 4-day sprints
The idea behind Design Sprints is to put together a team’s creative ideas around a specific problem during a limited time-frame. They are a great way to bring together methodologies from Design Thinking and Agile and ideate solutions in just a few days, rather than weeks or months. Design Sprints run between 2 and 5 days, with the goal of
Using Buy-A-Feature to rank customer value on a set of features

Buy-A-Feature is a great tool to source interest from your end-users about a set of features, and understand how they make trade-offs between them. It’s effective at providing a high-level prioritization based on your customers’ preferences, perceived value, and expectations. There are many versions of this tool, and many ways it can be used. This method can be used to