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Ongoing management metric Top Tasks is designed to be an ongoing management model for managing the customer experience. It is made up of: Top tasks identification Customer architecture design Task Performance Indicator (TPI) Task identification involves finding out what matters most (top tasks) and what matters least (tiny tasks) to customers. It involves: Collecting a list of all possible tasks that customers may want to complete. Refining this list until it is between 50 and 100 tasks. Getting in the region of 400 customers to vote on this list and choose their top tasks. Creating a task league table from the results; from the top tasks (the most voted for) to the tiny tasks (the least voted for).
Next, agree upon metrics of success. Eric Ries is great at this, so read his books The Lean Startup and The Startup Way to learn his in-depth methods for what he calls “Innovation Accounting.” But in short, the small team needs a set of metrics to define what a successful experimental outcome looks like. Note, these aren’t long-term business metrics; these are short-term experimental outcomes. Eric calls it validating your blind-faith assumptions.
Ask Your Developer
Jeff Lawson
I emphasize to product people all the time that there is no single product discovery process just as there is no single product development/delivery process. There are many different discovery processes, all for different situations. For example, a [discovery sprint](https://svpg.com/discovery-sprints/) looks very different from customer discovery, but you should be skilled at both.
Moreover, it’s important to realize that it’s not about process. It’s much more about putting in place the necessary culture, and training your team on the critical techniques.
Process vs. Model
Marty Cagan
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