Main Takeaways: - Techniques to identify problem scenarios - Observe how design influences beliefs - Shape behaviors towards a specific target or goal

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by Atlassian Principal PM

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5. Platform-based product development
Using Problem Scenarios as a framework
Nitin Raghunath
Principal PM, Atlassian

6. Biography
● Personal:
○ Live in San Francisco Bay Area
○ Father to Runa (3 year old )
● Interests
○ Travel Graphic Novels
○ Lego Architecture Studio

7. 3 Strategic Platform Plays
1. Identify the unmet need
2. Provide value creation as a service
3. Standardize processes so the value creation can
happen at scale

8. Identifying the unmet need
“What do Customers Want?”

9. Problem Scenarios

10. Example Scenario - Actor
"Ron Lew, a site reliability engineer, gets paged during a
deployment of a web application. On investigating the logs, he
saw a mini outage during the deployment when certain users to
the website saw an error message. This was the 3rd time in a
week that the monitoring service paged him during deployment.
He is anxious about the application's health and notices many
errors in the logs, but these errors did not stop the application
from getting built and deployed. There was an unusual number
of errors in the logs and there was no pattern to them. His
immediate concern was to stop these outages. He suspects that
the internal errors are causing outages during deployment."

11. The problem

12. Example Scenario 2- Task flow
"A massive earthquake strikes the city of San Francisco. The bay
area headquarters located in the city is badly damaged, and there
is a power outage. The secondary systems have not come on, and
there is chaos all over. The incident managers on-site in San
Francisco cannot access any of the systems because of damage to
the networking infrastructure. The Incident Managers in Austin,
TX, get notified of the disruption when multiple systems go down.
In Austin, the incident managers send a notification to the mobile
devices of all employees in San Francisco to confirm their safety.
The system does not log any responses. It has been 24 hours, and
still no answers from San Francisco personnel. The ops team in
Austin waits for emergency responders and are glued to the TV."

13. Journey Maps

14. Needs
● Enable mission critical systems, processes and services to
failover to a redundant system in case of disruption or a
disaster.
● Enable incident management by providing an interface to
coordinate and manage an incident
Unmet
● Provide accurate and timely information to the employees
● Determine the whereabouts of missing employees and
visitors
● Coordinate with local emergency response organizations

15. Concept of Operations

16. Value Creation as a Service: Design Phase

17. Value Creation at Scale

18. How does design influence belief
VS

19. So What? Many flavors of a problem
● Customer data loss
● Critical System Down
● Earthquake in San Francisco
● We need to integrate this new product with ours. They wrote
their code in Sumerian
● Loss of power and network
● Too many users!
● How do I find all the comms where I was tagged

20. Shaping Behaviors
● “How do we automate this thing?"
● “How can we make this process faster and more efficient?”
● "How the hell do we increase confidence in the data we are
collecting?"
● "How do we make our site faster and more performant?"
● "How do we help the on-call engineer better diagnose
problems?"
● "How do we make this self-serve?"

21. Investment Signals: What should we build?

22. Now what?
1. Create a problem scenario
2. Create a CONOPs
3. Observe how a product you use has shaped your
behavior

23. https://www.linkedin.com/in/nitinraghunath

24. www.productschool.com
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and
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