Building a Problem Understanding Framework to Deliver Higher Quality Solutions
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Gil discusses the importance of empathy in understanding problem spaces and organizing problems for teams. He presents a framework that includes defining the problem outside of products, focusing on long term customer problems, and creating a shared mission, vision and strategy. Teams are then empowered to own the implementation of ideas while being accountable. Problems are captured throughout the product development process via user research, testing and feedback. The overall message is that empathy and a clear strategic framework allows teams to focus on solving the most important customer problems.
Building a Problem Understanding Framework to Deliver Higher Quality Solutions
- 1. Hello, I’m Gil. @gilbe'glee Gilbe. G. Lee • @gilbe.gleeUX Fest, June 4, 2018
- 2. Empathy leads to beGer mission, vision, strategy, products and alignment of teams. Gilbe. G. Lee • @gilbe.gleeUX Fest, June 4, 2018
- 3. Understand the problem space Gilbe. G. Lee • @gilbe.gleeUX Fest, June 4, 2018 Pa. I
- 4. Create a framework for organizing problems for your teams Gilbe. G. Lee • @gilbe.gleeUX Fest, June 4, 2018 Pa. II
- 5. Capture problems organizationally Gilbe. G. Lee • @gilbe.gleeUX Fest, June 4, 2018 Pa. III
- 6. Gilbe. G. Lee • @gilbe.gleeUX Fest, June 4, 2018 Pa. I Understand the problem space
- 7. Gilbe. G. Lee • @gilbe.gleePa. I. DeRne the problem space
- 8. Gilbe. G. Lee • @gilbe.gleePa. I. DeRne the problem space
- 9. Pillpack video Gilbe. G. Lee • @gilbe.gleePa. I. DeRne the problem space
- 10. Gilbe. G. Lee • @gilbe.gleePa. I. DeRne the problem space
- 11. Separate, labeled boGles Manage diUerent prescriptions SOLUTION PROBLEM Intuitive, easy-to-read labels Reduce incorrect medication SOLUTION PROBLEM Personalized, pre-so.ed medication delivered to you So. medication, wait in line, or chase down reRlls SOLUTION PROBLEM
- 12. Gilbe. G. Lee • @gilbe.glee$PS Teach a group of developers PROBLEM In-classroom training, 9-5 SOLUTION Learn on one’s own time PROBLEM Online course library, 24/7, B2C SOLUTION
- 13. • What were the developer's needs? Do they know where they stand in their skills? • How do they learn? Where do they learn? When do they learn? How do they solve problems? How do they apply learning? • What do their teams look like at work? How do they work together? • Who are their leaders and what do these leaders need? How do they lead their organizations? Do they create the business objectives? Gilbe. G. Lee • @gilbe.gleePa. I. DeRne the problem space
- 14. Gilbe. G. Lee • @gilbe.glee$PS Teach a group of developers PROBLEM In-classroom training, 9-5 SOLUTION Learn on one’s own time PROBLEM Online course library, 24/7, B2C SOLUTION Transform companies, Skill up teams and individuals PROBLEM Personalize, Measure, Learn, Apply, Objectives, Mobile, B2B SOLUTION
- 15. Understand the problem outside of your product. Open up new solutions by expanding the problem space. Gilbe. G. Lee • @gilbe.gleePa. I. DeRne the problem space
- 16. Focus on the customer, not the product. Additionally, focus on customer problems that will be true 10 or 20 years from now. Gilbe. G. Lee • @gilbe.gleePa. I. DeRne the problem space
- 17. Create a framework for organizing problems for your teams Gilbe. G. Lee • @gilbe.gleeUX Fest, June 4, 2018 Pa. II
- 18. Outcome: Inspire teams so the most impo.ant customer problems are solved. Gilbe. G. Lee • @gilbe.gleePa. II. Create a framework for organizing problems
- 19. Why: Long-term focus, impact on the worldMission Gilbe. G. Lee • @gilbe.gleePa. II. Create a framework for organizing problems
- 20. Democratize technology skills Gilbe. G. Lee • @gilbe.gleePa. II. Create a framework for organizing problems
- 21. Why: Long-term focus, impact on the world What: 2-5 years, painting of the future How: Steps on how to win and where to play Mission Vision + Strategy Gilbe. G. Lee • @gilbe.gleePa. II. Create a framework for organizing problems
- 22. Strategy Geographies Distribution Channels Value Chain Customer/Industry Product Steps on how to win Vision What the future looks like Our Products Our Brand Our Customers Our Community Our Employees Gilbe. G. Lee • @gilbe.gleePa. II. Create a framework for organizing problems
- 24. Objectives Why: Long-term focus, impact on the world What: 2-5 years, painting of the future How: Steps on how to win and where to play Execution: Concrete goals achieved within 3-12 months Mission Vision + Strategy Gilbe. G. Lee • @gilbe.gleePa. II. Create a framework for organizing problems
- 25. OKR What to be achieved, concrete, action- oriented, and (ideally) inspirational. Gilbe. G. Lee • @gilbe.gleePa. II. Create a framework for organizing problems OBJECTIVES Benchmark and monitor how we get to the objective, speciRc, time-bound, aggressive but realistic, measurable, veriRable KEY RESULTS “Measure What MaGers”, John Doerr, 2018
- 26. Gilbe. G. Lee • @gilbe.gleePa. II. Create a framework for organizing problems Remember, vision can still come from the top but like I always said teams own and lead the implemen- tation of the ideas. As leaders we need to be open how that could re-shape our Rrst impression of what the vision was.” “ Nate Walkingshaw
- 27. Mission, vision and strategy should help you decide yes or no, know where to play and how to win. Gilbe. G. Lee • @gilbe.gleePa. II. Create a framework for organizing problems
- 28. Leaders own vision and strategy. Teams own ideas and execution. Autonomous, accoun- table teams perorm beGer long term. Gilbe. G. Lee • @gilbe.gleePa. II. Create a framework for organizing problems
- 29. Inspired teams solve the most impo.ant problems. Gilbe. G. Lee • @gilbe.gleePa. II. Create a framework for organizing problems
- 30. Capture problems organizationally Gilbe. G. Lee • @gilbe.gleeUX Fest, June 4, 2018 Pa. III
- 31. Gilbe. G. Lee • @gilbe.gleePa. III. Capture problems organizationally Directed Discovery Nate Walkingshaw Personas Voice of Customer Prototype Testing Customer ConRrmation Testing
- 32. Gilbe. G. Lee • @gilbe.gleePa. III. Capture problems organizationally
- 33. Gilbe. G. Lee • @gilbe.gleePa. III. Capture problems organizationally Pre-launch Personas Voice of Cutstomer Prototype Testing Customer ConRrmation Testing Suppo. Email, Calls Customer Success Professional Services In-app Feedback NPS Comments Post-launch
- 34. Feedback can be valuable and distracting. Be clear with your vision, strategy and objectives. Gilbe. G. Lee • @gilbe.gleePa. III. Capture problems organizationally
- 35. Bias leads to blindspots. Gilbe. G. Lee • @gilbe.gleePa. III. Capture problems organizationally
- 36. What’s in it for you? Gilbe. G. Lee • @gilbe.gleeUX Fest, June 4, 2018
- 37. Gilbe. G. Lee • @gilbe.gleeUX Fest, June 4, 2018 Pa. I Understand the problem space
- 38. Create a framework for organizing problems for your teams Gilbe. G. Lee • @gilbe.gleeUX Fest, June 4, 2018 Pa. II
- 39. Capture problems organizationally Gilbe. G. Lee • @gilbe.gleeUX Fest, June 4, 2018 Pa. III
- 40. What problems will you solve when you have AI and machine learning tools for your teams? Gilbe. G. Lee • @gilbe.gleeUX Fest, June 4, 2018 Extra Credit
- 41. Empathy leads to beGer mission, vision, strategy, products and alignment of teams. Gilbe. G. Lee • @gilbe.gleeUX Fest, June 4, 2018
- 42. Thank you. Gilbe. G. Lee • @gilbe.gleeUX Fest, June 4, 2018