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SOFTWARE THAT MATTERS
Agile Product Management with Impact
Mapping
Nils Wloka
Consultant and Coach
codecentric AG
@nilswloka
Software development is at
the height of efficiency!
There is nothing so useless as
doing efficiently that which
should not be done at all.
Peter F. Drucker
What‘s your greatest
challenge when developing
a software product?
Software products are quickly
conquering new domains,
solving complex problems.
In complex systems,
causality can only be
determined retrospectively.
Our concept of software
requirements has originated
in another age.
The better requirements engineering
and requirements management are
conducted within the project, the
less expensive errors occur during
development, ...
www.ireb.org
Completeness
Unambiguity
Consistency
Correctness
What meaning do
these terms have in
a complex system?
The goal is to continuously
learn more about the problem
and possible solutions.
There is a domain
that deals with
continuous learning...
Science
A method or procedure [...], consisting
in systematic observation,
measurement, and experiment, and
the formulation, testing, and
modification of hypotheses.
Oxford English Dictionary
Wanted:
Fast
Cheap
Fault tolerant
Scientific
Raise the curtain for
Impact Mapping
Example:
I‘m responsible for the
customer support division of a
telecommunication company
and need to cut costs.
1. Why do we want to invest
in our product?
Reduce call center costs
for 1st level support by
€250K per year
2. Who can help us
and who can keep us from
reaching our goal?
Consumers who want to or
already have reported a
service disruption
3. How do we want their
behavior to change?
... no longer call to
inquire about their
support ticket‘s status
4. What can we do to
facilitate this change?
Consumers are notified
when the status of their
support ticket changes.
The Impact Map visualizes
hypotheses and shows
possible experiments.
Reduce call center costs
for 1st level support by
€250K per year
Consumers who want to
or already have reported
a service disruption
... don‘t call in case of
area outages.
Affected customers
are actively notified
about the occurrence
and rectification of area
outages
... no longer call to
inquire about their
support ticket‘s status.
Consumers are notified
when the status of their
support ticket changes.
Customers can see the
status of their support
tickets.
... create sufficiently
detailed support inquiries
without help from
the call-center.
Customers are informed
about the option of
creating support tickets
by themselves.
Customers receive
guidance while creating
support tickets.
Resellers with
technical personnel
... can initiate
interference elimination
by themselves.
Resellers can initiate
interference tests by
themselves.
Resellers can initiate port
resets by themselves.
We start small.
Identify and quantify
goals
Create an Impact
Map based on your
„wish list“
Diversify
It‘s the purpose of maps to
help us find the shortest
path to our destination.
Reduce call center costs
for 1st level support by
€250K per year
Consumers who want to
or already have reported
a service disruption
... don‘t call in case of
area outages.
Affected customers
are actively notified
about the occurrence
and rectification of area
outages
... no longer call to
inquire about their
support ticket‘s status.
Consumers are notified
when the status of their
support ticket changes.
Customers can see the
status of their support
tickets.
... create sufficiently
detailed support inquiries
without help from
the call-center.
Customers are informed
about the option of
creating support tickets
by themselves.
Customers receive
guidance while creating
support tickets.
Resellers with
technical personnel
... can initiate
interference elimination
by themselves.
Resellers can initiate
interference tests by
themselves.
Resellers can initiate port
resets by themselves.
Software that matters:
systematic observation,
measurement and experiment.
Prioritize
Deploy minimal
solution
Measure
Adjust
Impact Map
Earn or learn!
Do you have any questions?
nils.wloka@codecentric.de
@nilswloka
Sometimes it‘s not that easy...
There are too many goals.
Quantification is difficult.
There is no real goal.
More on this topic:
http://www.impactmapping.org
I‘d be glad to share
experiences with you.
Thank you!

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Software That Matters - Agile Product Management with Impact Mapping

  • 1. SOFTWARE THAT MATTERS Agile Product Management with Impact Mapping
  • 2. Nils Wloka Consultant and Coach codecentric AG @nilswloka
  • 3. Software development is at the height of efficiency!
  • 4. There is nothing so useless as doing efficiently that which should not be done at all. Peter F. Drucker
  • 5. What‘s your greatest challenge when developing a software product?
  • 6. Software products are quickly conquering new domains, solving complex problems.
  • 7. In complex systems, causality can only be determined retrospectively.
  • 8. Our concept of software requirements has originated in another age.
  • 9. The better requirements engineering and requirements management are conducted within the project, the less expensive errors occur during development, ... www.ireb.org
  • 11. What meaning do these terms have in a complex system?
  • 12. The goal is to continuously learn more about the problem and possible solutions.
  • 13. There is a domain that deals with continuous learning... Science
  • 14. A method or procedure [...], consisting in systematic observation, measurement, and experiment, and the formulation, testing, and modification of hypotheses. Oxford English Dictionary
  • 16. Raise the curtain for Impact Mapping
  • 17. Example: I‘m responsible for the customer support division of a telecommunication company and need to cut costs.
  • 18. 1. Why do we want to invest in our product?
  • 19. Reduce call center costs for 1st level support by €250K per year
  • 20. 2. Who can help us and who can keep us from reaching our goal?
  • 21. Consumers who want to or already have reported a service disruption
  • 22. 3. How do we want their behavior to change?
  • 23. ... no longer call to inquire about their support ticket‘s status
  • 24. 4. What can we do to facilitate this change?
  • 25. Consumers are notified when the status of their support ticket changes.
  • 26. The Impact Map visualizes hypotheses and shows possible experiments.
  • 27. Reduce call center costs for 1st level support by €250K per year Consumers who want to or already have reported a service disruption ... don‘t call in case of area outages. Affected customers are actively notified about the occurrence and rectification of area outages ... no longer call to inquire about their support ticket‘s status. Consumers are notified when the status of their support ticket changes. Customers can see the status of their support tickets. ... create sufficiently detailed support inquiries without help from the call-center. Customers are informed about the option of creating support tickets by themselves. Customers receive guidance while creating support tickets. Resellers with technical personnel ... can initiate interference elimination by themselves. Resellers can initiate interference tests by themselves. Resellers can initiate port resets by themselves.
  • 29. Identify and quantify goals Create an Impact Map based on your „wish list“ Diversify
  • 30. It‘s the purpose of maps to help us find the shortest path to our destination.
  • 31. Reduce call center costs for 1st level support by €250K per year Consumers who want to or already have reported a service disruption ... don‘t call in case of area outages. Affected customers are actively notified about the occurrence and rectification of area outages ... no longer call to inquire about their support ticket‘s status. Consumers are notified when the status of their support ticket changes. Customers can see the status of their support tickets. ... create sufficiently detailed support inquiries without help from the call-center. Customers are informed about the option of creating support tickets by themselves. Customers receive guidance while creating support tickets. Resellers with technical personnel ... can initiate interference elimination by themselves. Resellers can initiate interference tests by themselves. Resellers can initiate port resets by themselves.
  • 32. Software that matters: systematic observation, measurement and experiment.
  • 35. Do you have any questions? nils.wloka@codecentric.de @nilswloka
  • 36. Sometimes it‘s not that easy...
  • 37. There are too many goals.
  • 39. There is no real goal.
  • 40. More on this topic: http://www.impactmapping.org
  • 41. I‘d be glad to share experiences with you. Thank you!