How does value get exchanged and how can we use our understanding of value to throughout the whole product development cycle, from creation of the company purpose and goals to exchange of value with customers.
2. Goals of this session
Uncover gaps in our understanding of customer value and how its used
Discover new insights about customer value
Take home something you can apply in how you use customer value
3. Format for this session
• Introduction – Goals of Session
• Definition of Customer Value and Usage Models
• Partner Work – Interview each other
• Small Group Discussion - Lean Coffee Format
• Report Out from each group – Sharing AHA’s/Insights/Learnings/Gaps
• Questions / Comments
• Please hand in worksheets before you leave.
4. What is Value? What is Customer Value?
value
noun
1. the regard that something is held to deserve; the importance, worth, or
usefulness of something.
Customer value
The difference between what a customer gets from a product, and what he
or she has to give in order to get it.
Value = Benefit – Cost
“a customer perceived preference for and evaluation of those products
attributes, attribute performances, and consequences arising from use that
facilitate (or block) achieving the customer’s goals and purposes in use
situations”. - Robert B Woodruff (1997).
5. Why should I care about customer value?
• Without customers, there is no business
• Without getting anything of value, they would not be a customer
• Agile Manifesto 1st Principle
• Our highest priority is to satisfy the customer through early and continuous delivery of valuable
software.
• Lean 1st Principle
• Value is always defined by the customer’s needs for a specific product.
• Domains of Business Agility
• Customer is in the middle of the model
• Age of Agile – Steve Denning
• First law of Agile – The law of the customer
“The purpose of a business is to create a customer” – Peter Drucker.
6. Direct Value Exchange Indirect
Who is the customer?
Business / Organisation
Customer /
Consumer
Family /
Community
Environment
7. How is value exchanged?
• Trading Customer Value for Business Value
Different ways:
• Your money for product (e.g. buy a car)
• Your time for entertainment inc. ads (e.g. Watching free to air TV)
• Your data for service (e.g. Using social media)
• Any interaction is an exchange of value (of sorts)
9. Purpose / Goals
Customer Pool
Customer Modelling
Hypothesis
Experiments
Development
Trade
Feedback Metrics
Learnings
Owners
Delivery Team
Strategy Team
Operationalising
Customer value
10. GROUP WORK
• Answer Questions 1a, 1b, 1c in pairs. (3 minutes)
• Create backlog on post-its using answer to 1c from everyone on the
table, then dot vote on backlog, 3 votes each (2 minutes)
• Whole table start discussing each backlog item in 5 minute rounds,
thumb voting to continue or not on same item at end of each 5
minute round. (20 minutes)
• After 4 rounds go back to pairs to answer questions 2-3 (5 minutes)
• Group Report out 2 minutes per group (10 minutes)
• Answers Question 4 while raising any general questions or comments
in the room (5 minutes)
11. Direct Value Exchange Indirect
Who is the customer?
Business / Organisation
Customer /
Consumer
Family /
Community
Environment
12. How is value exchanged?
• Trading Customer Value for Business Value
Different ways:
• Your money for product (e.g. buy a car)
• Your time for entertainment inc. ads (e.g. Watching free to air TV)
• Your data for service (e.g. Using social media)
• Any interaction is an exchange of value (of sorts)
13. Values
Emotions
Needs
Wants /
Desires
Relationship
Curiosity
Fear / Doubt
Product /
Service
Knowledge
Jobs to be
done
Problems
Time
Price
Social Proof
Context
Influences
on Value
Exchange
Exchange occurs when the
anxiety of pain or gain outweighs
allegiance to the status quo
14. Purpose / Goals
Customer Pool
Customer Modelling
Hypothesis
Experiments
Development
Trade
Feedback Metrics
Learnings
Owners
Delivery Team
Strategy Team
17. References
• Book: Age of Agile – Steve Denning
• Domains of Business Agility - Business Agility Institute
• Agile Manifesto
• Definitions of customer value
• Lean principles
Editor's Notes
Introduce yourself
House Rules (if not done yet)
- Toilets, Emergency Evac Procedure,
- Get involved, meet new people and have fun.
- Safe space, healthy debate, no personal attacks, separate facts and opinions.
Make sure everyone has a worksheet
Ask them to fill in the first question
Share answer with a partner.
Please don’t shoot me!
These are just some models/thoughts and ideas from my research so far?
Timing Plan
Fill in worksheet about you before we start
(3 min, 3 slides) Intro, goals, format
(2 min) Partner with someone you don’t know and share answers to about you (or finish if not yet done)
(15 min, 6 slides) definitions and models of customer value
(5 min) Question one in pairs – interview and summarise in pairs
(20 min) Group discussion Lean Coffee Groups 4-8pax) 3 Votes, 5 minute rounds, 4 rounds
(5 min) Question 2-3 in pairs
(10 min) Group sharing – 2mins per group – 5 groups
(5 min) Questions and comments, fill in question 4.
(5 min) Finishing slides and thank you.
70 mins total
Here are some definitions of Value and Customer Value.
Does this answer all your questions? Are we done?
You can go home if you got everything you need!
Why am I interested in customer value
I was using the term and realised I didn’t really know what it meant
Its referred to in the Agile manifesto, Lean, etc.
But what does it really mean and how do we use it
So I starting researching it…
Business can sell to one another – supplier / consumer relationships
Customer is the one who exchanges value (e.g buys product or service).
The consumer uses the product or service, often the same person, but may not be
You might say a fair value exchange occurs when both sides are happy with the exchange
Note however, what the customer perceives as good, the family/community or environment may not
I would think that considering the family/community and environment will likely lead to longer lasting value (more sustainable value)
How does this change over time? VUCA (Volatile, Uncertain, Complex, Ambiguous) – Context is constantly changing
Swapping customer value for business value.
Business model determines how business value is monetised.
Can be direct (paid for product/service), or indirect (receive data which can then be sold).
Can be monetised now or in the future.
Value exchanged can be positive or negative? Though negative value is not normally willingly exchanged!
Value exchange can accumulate overtime, esp relationship component of value.
Every interaction between customer and business is an exchange of value.
Many influences that cause customer to actually exchange value, or not
Price, Problems, Jobs, Product or Service Knowledge, Social Proof, Values, Emotions, Needs, Wants/Desires, Relationship, Curiosity, Fears/Doubt
Context is the sum of all these things
Context is always changing, some parts fast, some parts more slowly
Exchange when anxiety of pain or gain outweighs allegiance to status quo
Decision to trade is complex – Applying cynefin model would make sense to run probes to determine how the system will respond.
Single Person V Group
Modelling customers allows us to find common conditions and characteristics that will likely influence the group.
Modelling can use tools such as value propositions, empathy maps, personas, Jobs to be done, VOC, stories, and more
(typically domain of product management and designers)
Explain each box
Purpose/Goals > Customer Pool > Customer Modelling > Hypothesis > Experiment > Development > Trade > Feedback Metrics > Learnings
Box above constrains the box below (Purpose constrains customer pool, Customer Modelling constrains Hypothesis, Experiments constrain Development etc.)
Feedback loops – More than two
Customer Value is defined as part of Customer Modelling and Hypothesis
Trade is where you test the hypothesis by attempting a value exchange of your latest development with the customer
Feedback metrics: Did the customer exchange value? If not why not? Did they pay for it? Did they use it? Did they view it?
NPS is indirect measure of value being delivered
Learnings is where we analyse the feedback data and then loopback to and earlier step such as Hypothesis, or purpose or some other step.
Which team does what? Which team knows what? Who should now what?
Use as a diagnostic tool to check for alignment between stages, detail approach within each stage, involvement and awareness of each stage to all teams.
3 min : Work in pairs on questions 1a, 1b, 1c – Swap sheets and interview and summarise answers
2 min : Create backlog - write on post it top answer to Q1c. Looking at all post-its you get three dot votes. After all votes given, re-arrange backlog in priority order.
20 min: Work in small groups – lean coffee format – Start discussing from top of backlog, thumb vote at end of each 5 minutes, someone needs to be group timer (use phone timer, or watch). I will be available for questions/comments – just raise your hand.
5 min : Answer questions 2-3 in pairs, interview and summarise your partners answers on their worksheet.
10 mins : Group report outs
5 minutes : Question 4 and general questions and comments from the room