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Customer-centric innovation enabled by cloud

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Working Backwards - Leading organisations achieve growth by marrying customer-obsession with a modern technology strategy. In this upcoming webinar, we’ve partnered with AWS to bring you exclusive insights from one of the world’s most innovative companies, Amazon.

Veröffentlicht in: Technologie
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Customer-centric innovation enabled by cloud

  1. 1. Customer-centric innovation enabled by cloud © 2020 ThoughtWorks Nic Smythe • Director Customer Experience, Product & Design ThoughtWorks Australia
  2. 2. 7000+ Thoughtworkers 14 Countries 43 Offices 25+ Years © 2020 ThoughtWorks
  3. 3. © 2020 ThoughtWorks
  4. 4. Fast networks Powerful computers The Cloud Pace of 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. 5. DELIVERVALIDATEDISCOVER DEFINE Customer need Market opportunity Improvement opportunity Hypothesis MVP Build Feedback Prioritise Evolve Bringing customers into the innovation process © 2020 ThoughtWorks
  6. 6. REVOLUTIONISING PORTFOLIO MANAGEMENT A DECADE OF INNOVATION AT SCALE NEW CUSTOMER OFFERINGS AT SPEED AWARD-WINNING PRODUCT DIFFERENTIATION
  7. 7. Think big. Start small. Act fast.
  8. 8. To encourage fact and evidence-based decision making © 2020 ThoughtWorks
  9. 9. To encourage fact and 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
  10. 10. To encourage fact and evidence-based decision making DECISION MAKERS FACTS & EVIDENCE © 2020 ThoughtWorks
  11. 11. To encourage fact and evidence-based decision making DECISION MAKERS FACTS & EVIDENCE © 2020 ThoughtWorks
  12. 12. DECISION MAKERS FACTS & EVIDENCE COMPLEX, OPAQUE MODELS ENORMOUS VOLUMES OF DATA DISAGREEMENT & MISALIGNMENT GATEKEEPING & VESTED INTERESTS To encourage fact and evidence-based decision making © 2020 ThoughtWorks
  13. 13. DELIVERVALIDATEDISCOVER DEFINE Starting small, acting fast Customer need Market opportunity Improvement opportunity Hypothesis MVP Build Feedback Prioritise Evolve © 2020 ThoughtWorks
  14. 14. DELIVERY How is our product 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
  15. 15. VALIDATEDEFINEDISCOVER DELIVER Is this a problem worth solving? © 2020 ThoughtWorks
  16. 16. VALIDATEDEFINEDISCOVER DELIVER Is this a 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
  17. 17. VALIDATEDEFINEDISCOVER DELIVER Is this a problem worth solving? © 2020 ThoughtWorks ● Users & personas ● Customer journeys ● Pains & gains ● Elevator pitches
  18. 18. VALIDATEDEFINEDISCOVER DELIVER Can we build a product to solve it really well? © 2020 ThoughtWorks
  19. 19. VALIDATEDEFINEDISCOVER DELIVER UNDERSTANDING SOLUTIONS ASSUMPTIONS PRIORITISATION HYPOTHESES EXPERIMENTS Can we build a product to solve it really well? © 2020 ThoughtWorks
  20. 20. VALIDATEDEFINEDISCOVER DELIVER Can we build 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
  21. 21. VALIDATEDEFINEDISCOVER DELIVER Can we build a product to solve it really well? © 2020 ThoughtWorks ● Sketches → wireframes → mockups ● Story-maps → epics → user stories ● Technical architecture ● Risks, assumptions, issues, dependencies
  22. 22. VALIDATEDEFINEDISCOVER DELIVER Is our product viable? Feasible? Desirable? © 2020 ThoughtWorks
  23. 23. Building working software VALIDATEDEFINEDISCOVER DELIVER Aligned to core values: ● Fast feedback ● Repeatability ● Simplicity ● Clean code … & our core practices © 2020 ThoughtWorks
  24. 24. 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
  25. 25. Helped by cloud services, libraries & frameworks Google Maps ECharts React RxJS ApolloCircleCI NodeJS Python VALIDATEDEFINEDISCOVER DELIVER © 2020 ThoughtWorks
  26. 26. You’re sending your product out into the most hostile environment known to humankind (and it might be out there a while) VALIDATEDEFINEDISCOVER DELIVER © 2020 ThoughtWorks
  27. 27. VALIDATEDEFINEDISCOVER DELIVER How is our product being used? What do we do next? © 2020 ThoughtWorks
  28. 28. VALIDATEDEFINEDISCOVER DELIVER © 2020 ThoughtWorks
  29. 29. Customer-obsessed innovation, enabled by cloud ● 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
  30. 30. Thank you nsmythe@thoughtworks.com © 2020 ThoughtWorks

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