In this webinar, Transformational Coach Kim Antelo will discuss ways that your organization can become more outcome-driven!

1. Navigating
Product
Outcomes with
Heart
May 25, 2022 at 11:00 am PST,
2:00 pm EST, 7:00 pm BST
Kim Antelo
Transformation Coach
Rayvonne Carter
Webinar Coordinator,
Product Management Today
With
Product Management Today
Empowering You to Empower Series

2. Logi Analytics, an insight software company, empowers the world’s
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Analytics Survey 21 across several categories, including Operational
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Learn more about what’s possible with Logi at
LogiAnalytics.com.
Sponsored by:

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Product Management Today
Empowering You to Empower
Them Series

4. Navigating Product
Outcomes with Heart
Kim Antelo
Transformation Coach

5. AGILE VELOCITY
Kim Antelo
Transformation Coach
Not sure which of these two I like better

6. AGILE VELOCITY
Topics
Google’s Heart Metrics and Dave McClure’s Pirate
metrics… How are they similar?
Case Studies of identifying which problems to
solve and how to measure it?
Introduce Path to Agility as a model to help you
deliver product value.
Questions
6

7. AGILE VELOCITY
Dave McClure’s Pirate Metrics
Acquisition
• Users come from various channels
Activation
• Happy Customer Experience
Retention
• Users come back for multiple visits
Referral
• They tell others about it
Revenue
• You are making/saving money

8. AGILE VELOCITY
Google’s HEART Metrics
Happiness
Engagement
Adoption
Retention
Task
success

9. AGILE VELOCITY
Acquisition
• Users come from various channels
Activation
• Happy Customer Experience
Retention
• Users come back for multiple visits
Referral
• They tell others about it
Revenue
• You are making/saving money
Happiness
Engagement
Adoption
Retention
Task
success
Where are there similarities?

10. AGILE VELOCITY
Healthcare Problem
Known: The Cost of Healthcare is very high, and we need to reduce costs to remain competitive.
How can we address it? A significant cost to healthcare is readdressing issues because people are not
compliant with their therapy.
https://pubmed.ncbi.nlm.nih.gov/22081892
Among rejection losses, 17 of 36 (47%) had been independently identified as nonadherent by attending clinicians. Nonadherence was more frequent in patients who progressed
to failure (32%) versus those who survived (3%)
Known: The cost of Healthcare is very high, and
we need to reduce costs to remain competitive.
How can we address it? A significant cost to
healthcare is readdressing issues because
people are not adherent with their therapy.
Hypothesis: Improving adherence to therapy
will reduce readmissions and costs.
How can we address it? Create 100
assessments by disease state to tell people why
they should be adherent to their post care
therapy.
What could go wrong?

11. AGILE VELOCITY
What could go wrong?
Understanding the real
reason for not be adherent
I am on pain killers, I can’t
drive to follow-ups
Customers won’t
answer calls
Talking to clinicians
Not able to show
savings
Waste of money
You want my PHI over
the phone?!?!
I live in a rural area,
there are no Ubers
Transportation, money,
forgetfulness…
Will a Clinician help me
stay compliant?
<20%
This is taking too
long

12. • What are our Leap of Faith
assumptions?
• How do we test them with some
metrics?

13. People will talk to us
We believe we can get members to take
calls from our clinical care staff
To verify that, we will call members who
have recently been released from the
hospital that will need aftercare.
And measure how many phone calls we can
get through PHI verified and handed off to a
clinician.
We are right if we can talk to them about
their compliance with the members after
care.
Acquisition
Activation
Retention
Referral
Revenue

14. Get people the help they need to get to
follow-up visits
We believe we can help people overcome
transportation issues to get to follow-up
provider visits
To verify that, we will share FREE
transportation options with members so
they can get to the doctor.
And measure how many people schedule
and use our transportation services
We are right if more members go to their
follow-up provider appointments.
Therefore, they will be more compliant.
Happiness
Engagement
Adoption
Retention
Task
success

15. Talking to clinicians will make people more
compliant
We believe that having nurses call members
who have just been released from the
hospital will help members do their after-
care therapy (medication, exercises, follow-
up screening)
We can see if the members in X disease
state follow-up visits go up
And measure re-admission rates
We are right if they will be more compliant.
Happiness
Engagement
Adoption
Retention
Task
success

17. Acquisition
Activation
Retention
Referral
Revenue
Called Customer Support for
everything
Customers were able to real
time answer their own
questions.
They kept coming back and
provided feedback.
CSRs, Co-workers share new
tools
Increased Sales, Reduced
overhead, better data
# of calls
Turn around time
Clicks, sessions,
feedback
New users to portal from
pilot customers
$$$
Pirate Metrics Example – Fleet Management
CRM Work life balance
Increased sales, better
fleet visibility
Clicks, sessions,
feedback
More Secure
Lower support costs

18. AGILE VELOCITY
What have we learned?
Acquisition
Activation
Retention
Referral
Revenue
Balance System
Leading Lagging
Happiness
Engagement
Adoption
Retention
Task
success

19. Align Learn Predict Accelerate Adapt
5 STAGES
3 LEVELS
Org System Team
85+ CAPABILITIES with 400+ ACCEPTANCE CRITERIA
25 AGILE OUTCOMES
Market Agility
Product Learning
Accelerated
Products Defined
Product Value
Management
Value Delivery
Coordinated
Complexity Reduced
Multi-team
Predictability
Faster Time to Value Cycle Time Reduced
Whole Org Agility
Purpose Driven
Leadership
Rollout Strategy Team Formed
Action Enabled
Team Empowerment Visibility Created Team Ownership
Agile Leadership Ability to Focus Ability to Forecast
Predictable Delivery
Cadence
Quality Feedback
Loop Shortened
Release
Continuously
Sustaining
Improvement
Decision Agility
Compelling Purpose
Elements of Path To Agility®
9 BUSINESS OUTCOMES
Productivity Predictability Innovation
Quality
Speed
Employee
Engagement
Customer
Satisfaction
Continuous
Improvement
Market
Responsiveness
Value Alignment

21. AGILE VELOCITY
Agile Outcome
Agile Capabilities
Product Focus
Path to Agility
Learn more at PathToAgility.com/

22. AGILE VELOCITY
AGILE VELOCITY
Find the heart of your metrics
24
• Measuring HEART or AARRR metrics lets you
know if you are on track.
• Make a bigger impact on the world.
Start Measuring… what matters
◆ Your team will see the impact they are making
◆ You can course correct if your hypothesis is wrong
◆ Don’t just look at the numbers, have a conversation

23. Kim Antelo
TransformationCoach
Rayvonne Carter
Webinar Coordinator,
Product Management Today
To view more from the Empowering You to Empower Them Series visit
https://www.productmanagementtoday.com/webinar-series/12203/empowering-you-to-empower-them
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@KteloLady
/in/rayvonnecarter/
@ProdMgmtToday
productmanagementtoday.com
Q&A
AgileVelocity.com