Customer-centric innovation enabled by cloud
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The document discusses customer-centric innovation facilitated by cloud technology, emphasizing the need for organizations to incorporate customer feedback throughout the innovation process. It advocates for a strategy of starting small and acting quickly to validate ideas, while leveraging data-driven decision-making. Key points include understanding customer needs, evolving product offerings, and ensuring adaptability and resilience in a rapidly changing digital landscape.
Customer-centric innovation enabled by cloud
- 1. Customer-centric innovation enabled by cloud © 2020 ThoughtWorks Nic Smythe • Director Customer Experience, Product & Design ThoughtWorks Australia
- 4. Fast networks Powerful computers The Cloud Pace of digital disruption Increased customer expectations eXtreme Programming Agile DevOps & Continuous Delivery CULTURE TECHNOLOGY MARKET © 2020 ThoughtWorks Tech is no longer the constraint …in fact, technology often outpaces strategy and design © 2020 ThoughtWorks
- 5. DELIVERVALIDATEDISCOVER DEFINE Customer need Market opportunity Improvement opportunity Hypothesis MVP Build Feedback Prioritise Evolve Bringing customers into the innovation process © 2020 ThoughtWorks
- 6. REVOLUTIONISING PORTFOLIO MANAGEMENT A DECADE OF INNOVATION AT SCALE NEW CUSTOMER OFFERINGS AT SPEED AWARD-WINNING PRODUCT DIFFERENTIATION
- 7. Think big. Start small. Act fast.
- 11. To encourage fact and evidence-based decision making © 2020 ThoughtWorks
- 12. To encourage fact and evidence-based decision making DECISION MAKERS FACTS & EVIDENCE ● Policy makers ● Governments ● Investors ● Engineers ● The public ● Media ● Academics ● Agreed data ● Auditability ● Transparency ● Modelling ● Forecasts ● Simulations ● Constraints © 2020 ThoughtWorks
- 13. To encourage fact and evidence-based decision making DECISION MAKERS FACTS & EVIDENCE © 2020 ThoughtWorks
- 14. To encourage fact and evidence-based decision making DECISION MAKERS FACTS & EVIDENCE © 2020 ThoughtWorks
- 15. DECISION MAKERS FACTS & EVIDENCE COMPLEX, OPAQUE MODELS ENORMOUS VOLUMES OF DATA DISAGREEMENT & MISALIGNMENT GATEKEEPING & VESTED INTERESTS To encourage fact and evidence-based decision making © 2020 ThoughtWorks
- 16. DELIVERVALIDATEDISCOVER DEFINE Starting small, acting fast Customer need Market opportunity Improvement opportunity Hypothesis MVP Build Feedback Prioritise Evolve © 2020 ThoughtWorks
- 17. DELIVERY How is our product being used? What do we do next? VALIDATION Will our product be viable, feasible and desirable? DISCOVERY Is this a problem worth solving? DEFINITION Can we build a product to solve it really well? Involve customers at every stage, but ask different questions © 2020 ThoughtWorks
- 18. VALIDATEDEFINEDISCOVER DELIVER Is this a problem worth solving? © 2020 ThoughtWorks
- 19. VALIDATEDEFINEDISCOVER DELIVER Is this a problem worth solving? STRATEGY Is it worth your time to solve it? CUSTOMER Who has the pain? COMPETITION Who or what are the existing alternatives? PROBLEM What are you solving? © 2020 ThoughtWorks
- 20. VALIDATEDEFINEDISCOVER DELIVER Is this a problem worth solving? © 2020 ThoughtWorks ● Users & personas ● Customer journeys ● Pains & gains ● Elevator pitches
- 21. VALIDATEDEFINEDISCOVER DELIVER Can we build a product to solve it really well? © 2020 ThoughtWorks
- 22. VALIDATEDEFINEDISCOVER DELIVER UNDERSTANDING SOLUTIONS ASSUMPTIONS PRIORITISATION HYPOTHESES EXPERIMENTS Can we build a product to solve it really well? © 2020 ThoughtWorks
- 23. VALIDATEDEFINEDISCOVER DELIVER Can we build a product to solve it really well? a zone overview As an I want So that investor I can identify Investment opportunities for specific technology in a zone © 2020 ThoughtWorks
- 24. VALIDATEDEFINEDISCOVER DELIVER Can we build a product to solve it really well? © 2020 ThoughtWorks ● Sketches → wireframes → mockups ● Story-maps → epics → user stories ● Technical architecture ● Risks, assumptions, issues, dependencies
- 25. VALIDATEDEFINEDISCOVER DELIVER Is our product viable? Feasible? Desirable? © 2020 ThoughtWorks
- 26. Building working software VALIDATEDEFINEDISCOVER DELIVER Aligned to core values: ● Fast feedback ● Repeatability ● Simplicity ● Clean code … & our core practices © 2020 ThoughtWorks
- 27. Enabled by cloud ● Provision and configure data storage ● Implement services for aggregation and filtering ● Add security and encryption ● Optimise query performance ● Implement API service ● Provision hosting for web app ● Build queries ● Build web application Amazon ElasticSearch Service Amazon Simple Storage Service (S3) AWS AppSync VALIDATEDEFINEDISCOVER DELIVER © 2020 ThoughtWorks
- 28. Helped by cloud services, libraries & frameworks Google Maps ECharts React RxJS ApolloCircleCI NodeJS Python VALIDATEDEFINEDISCOVER DELIVER © 2020 ThoughtWorks
- 29. You’re sending your product out into the most hostile environment known to humankind (and it might be out there a while) VALIDATEDEFINEDISCOVER DELIVER © 2020 ThoughtWorks
- 30. VALIDATEDEFINEDISCOVER DELIVER How is our product being used? What do we do next? © 2020 ThoughtWorks
- 31. VALIDATEDEFINEDISCOVER DELIVER © 2020 ThoughtWorks
- 32. Customer-obsessed innovation, enabled by cloud ● Think big, start small, act fast ● Bring customers into every stage of the innovation lifecycle ● Ask the right questions to learn the right things ● Build something adaptable and resilient ● Leverage the cloud ecosystem ● The only constant is change, optimise for it © 2020 ThoughtWorks
- 33. Thank you nsmythe@thoughtworks.com © 2020 ThoughtWorks