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Customer-centric innovation enabled by cloud
The document discusses customer-centric innovation facilitated by cloud technology, emphasizing the need for organizations to incorporate customer feedback throughout the innovation process. It advocates for a strategy of starting small and acting quickly to validate ideas, while leveraging data-driven decision-making. Key points include understanding customer needs, evolving product offerings, and ensuring adaptability and resilience in a rapidly changing digital landscape.
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Customer-centric innovation enabled by cloud
- 1. Customer-centric innovation enabled bycloud © 2020 ThoughtWorks Nic Smythe • Director Customer Experience, Product & Design ThoughtWorks Australia
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- 4. Fast networks Powerful computers The Cloud Paceof digital disruption Increased customer expectations eXtreme Programming Agile DevOps & Continuous Delivery CULTURE TECHNOLOGY MARKET © 2020 ThoughtWorks Tech is no longer the constraint …in fact, technology often outpaces strategy and design © 2020 ThoughtWorks
- 5. DELIVERVALIDATEDISCOVER DEFINE Customer need Market opportunity Improvement opportunity Hypothesis MVP Build Feedback Prioritise Evolve Bringingcustomers into the innovation process © 2020 ThoughtWorks
- 6. REVOLUTIONISING PORTFOLIO MANAGEMENT ADECADE OF INNOVATION AT SCALE NEW CUSTOMER OFFERINGS AT SPEED AWARD-WINNING PRODUCT DIFFERENTIATION
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- 11. To encourage fact andevidence-based decision making © 2020 ThoughtWorks
- 12. To encourage factand evidence-based decision making DECISION MAKERS FACTS & EVIDENCE ● Policy makers ● Governments ● Investors ● Engineers ● The public ● Media ● Academics ● Agreed data ● Auditability ● Transparency ● Modelling ● Forecasts ● Simulations ● Constraints © 2020 ThoughtWorks
- 13. To encourage factand evidence-based decision making DECISION MAKERS FACTS & EVIDENCE © 2020 ThoughtWorks
- 14. To encourage factand evidence-based decision making DECISION MAKERS FACTS & EVIDENCE © 2020 ThoughtWorks
- 15. DECISION MAKERS FACTS & EVIDENCE COMPLEX, OPAQUE MODELS ENORMOUSVOLUMES OF DATA DISAGREEMENT & MISALIGNMENT GATEKEEPING & VESTED INTERESTS To encourage fact and evidence-based decision making © 2020 ThoughtWorks
- 16. DELIVERVALIDATEDISCOVER DEFINE Starting small,acting fast Customer need Market opportunity Improvement opportunity Hypothesis MVP Build Feedback Prioritise Evolve © 2020 ThoughtWorks
- 17. DELIVERY How is ourproduct being used? What do we do next? VALIDATION Will our product be viable, feasible and desirable? DISCOVERY Is this a problem worth solving? DEFINITION Can we build a product to solve it really well? Involve customers at every stage, but ask different questions © 2020 ThoughtWorks
- 18. VALIDATEDEFINEDISCOVER DELIVER Is thisa problem worth solving? © 2020 ThoughtWorks
- 19. VALIDATEDEFINEDISCOVER DELIVER Is thisa problem worth solving? STRATEGY Is it worth your time to solve it? CUSTOMER Who has the pain? COMPETITION Who or what are the existing alternatives? PROBLEM What are you solving? © 2020 ThoughtWorks
- 20. VALIDATEDEFINEDISCOVER DELIVER Is thisa problem worth solving? © 2020 ThoughtWorks ● Users & personas ● Customer journeys ● Pains & gains ● Elevator pitches
- 21. VALIDATEDEFINEDISCOVER DELIVER Can webuild a product to solve it really well? © 2020 ThoughtWorks
- 22. VALIDATEDEFINEDISCOVER DELIVER UNDERSTANDING SOLUTIONS ASSUMPTIONS PRIORITISATION HYPOTHESES EXPERIMENTS Can webuild a product to solve it really well? © 2020 ThoughtWorks
- 23. VALIDATEDEFINEDISCOVER DELIVER Can webuild a product to solve it really well? a zone overview As an I want So that investor I can identify Investment opportunities for specific technology in a zone © 2020 ThoughtWorks
- 24. VALIDATEDEFINEDISCOVER DELIVER Can webuild a product to solve it really well? © 2020 ThoughtWorks ● Sketches → wireframes → mockups ● Story-maps → epics → user stories ● Technical architecture ● Risks, assumptions, issues, dependencies
- 25. VALIDATEDEFINEDISCOVER DELIVER Is ourproduct viable? Feasible? Desirable? © 2020 ThoughtWorks
- 26. Building working software VALIDATEDEFINEDISCOVERDELIVER Aligned to core values: ● Fast feedback ● Repeatability ● Simplicity ● Clean code … & our core practices © 2020 ThoughtWorks
- 27. Enabled by cloud ●Provision and configure data storage ● Implement services for aggregation and filtering ● Add security and encryption ● Optimise query performance ● Implement API service ● Provision hosting for web app ● Build queries ● Build web application Amazon ElasticSearch Service Amazon Simple Storage Service (S3) AWS AppSync VALIDATEDEFINEDISCOVER DELIVER © 2020 ThoughtWorks
- 28. Helped by cloud services,libraries & frameworks Google Maps ECharts React RxJS ApolloCircleCI NodeJS Python VALIDATEDEFINEDISCOVER DELIVER © 2020 ThoughtWorks
- 29. You’re sending your productout into the most hostile environment known to humankind (and it might be out there a while) VALIDATEDEFINEDISCOVER DELIVER © 2020 ThoughtWorks
- 30. VALIDATEDEFINEDISCOVER DELIVER How isour product being used? What do we do next? © 2020 ThoughtWorks
- 31. VALIDATEDEFINEDISCOVER DELIVER © 2020ThoughtWorks
- 32. Customer-obsessed innovation, enabled bycloud ● Think big, start small, act fast ● Bring customers into every stage of the innovation lifecycle ● Ask the right questions to learn the right things ● Build something adaptable and resilient ● Leverage the cloud ecosystem ● The only constant is change, optimise for it © 2020 ThoughtWorks
- 33. Thank you nsmythe@thoughtworks.com © 2020ThoughtWorks