SlideShare a Scribd company logo
Delivering product 67 Gerry McGovern
@gerrymcgovernAEA 2019
1975-2010: Doctors in U.S.
grew 150%
1975-2010: Managers grew
3,200%
TOO MANY MANAGERS
• Highest patient satisfaction
• Highest employee satisfaction
• Lowest costs
• Fastest cures
8© Customer Carewords Ltd. customercarewords.com
Golden rule:
Nurses
must spend
at least 60%
of their time
with patient
SECONDS
SECONDS
SECONDS
1999
2001
2003
2005
2007
2009
2011
2013
2015
2017
2019
Meet the Google guys!
Google News!
Google Primes for Mobile Search Surge
Google launches Google Artist Themes
Google Lets AdWords Users Buy TV Ads
Google Ads Street View To Driving Directions
Google looking to map the abyss
New Improved Search
Google is delighted to announce the
launch of our new improved search.
It’s now even easier to search on our
website. Read More
WELCOME TO OUR
WEBSITE!!
Larry Sergey
(the search engine)
We’re the #1 result, but Google lets companies against us using our brand. So here
we are. A small, independent co. forced to pay ransom to a giant tech company.
Don’t be evil
Organization
Ego
RigidityComplexity
@gerrymcgovern
33© Customer Carewords Ltd. customercarewords.com
77%
42%
27%
76%
9%
2%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Happy? Trust Religious Leaders Trust Politicians
2012 2017
Viacom 2017 study: 28,600 young people in 30 countries
SO WHY DO WE TRUST STRANGERS?
USE
@gerrymcgovern
Customer
Humility
AgilitySimplicity
Humility
Listen
ServeCollaborate
38Credit: CERN/ATLAS
39
40
41www.customercarewords.com
Multi-country
collaborative science =
HIGHER productivity
Multidisciplinary
science = MORE
innovation
WHAT
YOU
USE
WHAT
YOU
SHARE
WHAT
YOU
CREATE
Microsoft Reward Model
SUCCESSFUL TEAMS: 2 HOURS WITH
CUSTOMERS EVERY SIX WEEKS
"We begged and cajoled our
friends at other companies
to try it out and give us
feedback.”
Steward Butterfield, Slack Founder
Luke Wroblewski
WHAT ORG WANTS
CUSTOMER TO DO
WHAT ORG WANTS
CUSTOMER TO DO
WHAT ORG WANTS
CUSTOMER TO DO
WHAT ORG WANTS
CUSTOMER TO DO
What customer wants to do
Agility
Feedback
Iterate
Small
Teams
"OrteliusWorldMap1570" by Abraham Ortelius - The Library of Congress.
AGILITY IS THE
ABILITY TO
RESPOND TO
CUSTOMER
FEEDBACK
A/B tests
every 20
minutes
"OrteliusWorldMap1570" by Abraham Ortelius - The Library of Congress.
Between 1570 and
1598 at least 28
editions of the atlas
had been published
10,000
EVERY
DAY
Sara Wachter-Boettcher @sara_ann_marie
Sara Wachter-Boettcher @sara_ann_marie
Sara Wachter-Boettcher @sara_ann_marie
Sara Wachter-Boettcher @sara_ann_marie
Sara Wachter-Boettcher @sara_ann_marie
Changing a piece of
mainstream content
on GOV.UK takes at
least 17 steps
Trisha Doyle
3000
70000
130000
190000
300000
491000
0
100000
200000
300000
400000
500000
600000
2013 2014 2015 2016 2017 2019
GOV.UK Content Pages
Simon
72
Simplicity
Easy
LessFast
airbnb 2015
airbnb 2016
Jun 2015Dec 2014
22 mandatory and
optional fields
11 mandatory fields
82© Customer Carewords Ltd. customercarewords.com
1500
679 689
Q1 2014 Q2 2015 Q3 2015
Registration Support Tickets
If you’re asked to register and don’t do so, you could be fined £80.
https://blog.prototypr.io/make-me-think-90b46aa50513
https://blog.prototypr.io/make-me-think-90b46aa50513
https://blog.prototypr.io/make-me-think-90b46aa50513
@gerrymcgovern
90© Customer Carewords Ltd. customercarewords.com
@gerrymcgovern
91www.customercarewords.com
+353 87 238 6136
@gerrymcgovern
gerry@customercarewords.com
Thank you
customercarewords.comWWW.

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