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Upon evaluating the main challenges faced by the product management team, I identified a few issues: they had no easy access to data; the strategy and roadmap planning cadences were taking a huge amount of time; and there were no consistent templates across the organization. The product managers were eager to apply their training, but they felt stuck. Product leaders felt stuck, too. They couldn’t reconcile the roadmaps at scale.
Product Operations
Melissa Perri and Denise Tilles
Triggers might include: If a customer calls to cancel their subscription, schedule an interview. If a customer has a question about feature x, schedule an interview. If a customer requests a customization, schedule an interview. Triggers can change week over week. The key is to clearly communicate to your customer-facing team who you would like to interview and to make it easy for them to schedule the interview. Give them a script to follow. It might be as simple as this: If the customer trigger occurs, then say: “I’d love for you to share your feedback with our product team. Can we schedule 20 minutes for you to talk with them?” If they say “Yes,” have your colleague schedule the interview.
Continuous Discovery Habits
Teresa Torres
At Pearson, the life cycle has six phases instead of three, but the fundamental concepts are similar. Early-stage ideas are funded with small investments and are expected to return learning rather than financial results. In other words, teams are asked to validate their business ideas and not to return a profit. Once an idea has been validated, the product council will invest additional funds and will expect more-traditional returns.
Sense and Respond
Jeff Gothelf, Josh Seiden
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