The Customer-Centric Way of Business
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Traditional businesses are increasingly threatened by disruptors that are more customer-centric and adaptable. To succeed, companies must adopt a "good for now" approach of continuously testing ideas with customers, learning quickly from failures or negative feedback, and pivoting as needed. This involves skills like design thinking, building prototypes, customer validation, and metrics testing to rapidly iterate products and ensure they meet customer needs. The goal is to start with the smallest viable product and stay focused on delivering value for the customer throughout the development process.
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The Customer-Centric Way of Business
- 2. THE WAY OF BUSINESS Traditionally not customer first, customer centric, little aligned to the customer.
- 3. NO MORE… triggers Traditional business increasingly threatened by disruptors.
- 4. Fail fast if you will and learn Antifragility is a property of systems that increase in capability, resilience, or robustness as a result of stressors, shocks, volatility, noise, mistakes, faults, attacks, or failures. Professor Nassim Nicholas Taleb
- 5. COMMON TRAITS OF THE UNICORNS Low legacy, rapid customer acquisition, highly adaptable and responsive, speed of change
- 6. LESS IS MORE… 6 Features and Functions Used in a Typical System Source: Standish Group Study Reported at XP2002 by Jim Johnson, Chairman Never Used
- 7. KEY DIGITAL SKILLS Design Thinking SoftwareDelivery Building Functional Prototypes Lean Startup & Continuous Deployment Fundraising Creative Problem Solving UX Design Metrics Framework & Continuous Testing CustomerValidation Pitching Adapted from http://www.slideshare.net/djarjoura/the-skills-needed-by-individuals-to-become-a-digital-entrepreneur/17
- 8. McKinsey
- 9. GOOD FOR NOW APPROACH ~ 1 Design Thinking SoftwareDelivery Building Functional Prototypes Lean Startup & Continuous Deployment Fundraising Creative Problem Solving UX Design Metrics Framework & Continuous Testing CustomerValidation Pitching Adapted from http://www.slideshare.net/djarjoura/the-skills-needed-by-individuals-to-become-a-digital-entrepreneur/17 1
- 10. START WITH THE CUSTOMER, STAY WITH THE CUSTOMER The smallest thing you can offer the tightest group, for the highest value
- 11. COST TO ACQUIRE CUSTOMER START-UP KILLER
- 12. ADAPTED FROM SOURCE: MCKINSEY CUSTOMER EXPERIENCE SERVICE LINES
- 13. GOOD FOR NOW APPROACH ~ 2 Design Thinking SoftwareDelivery Building Functional Prototypes Lean Startup & Continuous Deployment Fundraising Creative Problem Solving UX Design Metrics Framework & Continuous Testing CustomerValidation Pitching Adapted from http://www.slideshare.net/djarjoura/the-skills-needed-by-individuals-to-become-a-digital-entrepreneur/17 2 1
- 15. CUSTOMER GOALS TO TASKS… Goal or strategic objective 3 Role 2 Goal or strategic objective 2 Goal or strategic objective 1 Goal or strategic objective 4 Goal or strategic objective 5 Goal or strategic objective n Resource or Functional Role 1 Strategic theme or Epic Role 3 Role 4 Role 5 Role n Goal or strategic objective 1.3 Role 2 Goal or strategic objective 1.2 Goal or strategic objective 1.1 Goal or strategic objective 1.4 Goal or strategic objective 1.n s ob Resource or Functional Role 1 Goal 1 Role 3 Role 4 Role 5 Role n Start with “brown paper” and post-it’s as a mindset, you don’t need an app… yet
- 16. Goal or strategic objective 3 Role 2 Goal or strategic objective 2 Goal or strategic objective 1 Goal or strategic objective 4 Goal or strategic objective 5 Goal or strategic objective n Resource or Functional Role 1 Strategic theme or Epic Role 3 Role 4 Role 5 Role n Goal or strategic objective 1.3 Role 2 Goal or strategic objective 1.2 Goal or strategic objective 1.1 Goal or strategic objective 1.4 Goal or strategic objective 1.n s ob Resource or Functional Role 1 Goal 1 Role 3 Role 4 Role 5 Role n Task 1.3.1 Role 2 Task 1.2.1Task 1.1.1 Task 1.4.1 G st obj Resource or Functional Role 1 Task 1.1 Role 3 Role 4 As a Role 1 I want to Goal 1 so that Task 1.1 CUSTOMER GOALS TO TASKS…
- 17. Goal or strategic objective 3 Role 2 Goal or strategic objective 2 Goal or strategic objective 1 Goal or strategic objective 4 Goal or strategic objective 5 Goal or strategic objective n Resource or Functional Role 1 Strategic theme or Epic Role 3 Role 4 Role 5 Role n Goal or strategic objective 1.3 Role 2 Goal or strategic objective 1.2 Goal or strategic objective 1.1 Goal or strategic objective 1.4 G st obje Resource or Functional Role 1 Goal 2 Role 3 Role 4 Role 5 Role n COMPANY GOALS TO TASKS…
- 18. Goal or strategic objective 3 Role 2 Goal or strategic objective 2 Goal or strategic objective 1 Goal or strategic objective 4 Goal or strategic objective 5 Goal or strategic objective n Resource or Functional Role 1 Strategic theme or Epic Role 3 Role 4 Role 5 Role n Goal or strategic objective 2.3 Role 2 Goal or strategic objective 2.2 Goal or strategic objective 2.1 Goal or strategic objective 2.4 G st obj Resource or Functional Role 1 Goal 2 Role 3 Role 4 Role 5 Role n Task 2.3.1 Role 2 Task 2.2.1Task 2.1.1 Ta Resource or Functional Role 1 Task 2.1 Role 3 Role 4 As a Role 1 I want to Goal 2 so that Tas CUSTOMER GOALS TO TASKS…
- 19. Goal or strategic objective 1 Strategic theme or Epic Goal 2 Goal 3 Goal 4 Goal n DEFINING THE CUSTOMER JOURNEY OR CONCEPT
- 20. MINIMUM VALUABLE PRODUCT Validate with interviews, polls, infographics, and definitely field “testing”
- 21. FACEBOOK DEMO https://www.outsystems.com/videos/build-deploy-native-apps/ More than clickable mock-ups with less effort in minimum time
- 22. GOOD FOR NOW APPROACH ~ 3 Design Thinking SoftwareDelivery Building Functional Prototypes Lean Startup & Continuous Deployment Fundraising Creative Problem Solving UX Design Metrics Framework & Continuous Testing CustomerValidation Pitching Adapted from http://www.slideshare.net/djarjoura/the-skills-needed-by-individuals-to-become-a-digital-entrepreneur/17 2 1 3
- 23. BUSINESS VALIDATION AND DESIGN •HTTPS://TRELLO.COM/B/ICGLLXZA/BUSINESS-VALIDATION-AND-DESIGN-BVAD-BOARD
- 24. Sprint Plan Develop Test User Testing Release User Story Analysis BUILD, MEASURE, LEARN, PIVOT… Validate the “brown paper” and post-it’s, you still don’t know the customer
- 25. GOOD FOR NOW APPROACH ~ 4 Design Thinking SoftwareDelivery Building Functional Prototypes Lean Startup & Continuous Deployment Fundraising Creative Problem Solving UX Design Metrics Framework & Continuous Testing CustomerValidation Pitching Adapted from http://www.slideshare.net/djarjoura/the-skills-needed-by-individuals-to-become-a-digital-entrepreneur/17 2 1 34
- 26. Now you may need more robust critical thinking and analysis
- 29. GOOD FOR NOW APPROACH ~ 5 Design Thinking SoftwareDelivery Building Functional Prototypes Lean Startup & Continuous Deployment Fundraising Creative Problem Solving UX Design Metrics Framework & Continuous Testing CustomerValidation Pitching Adapted from http://www.slideshare.net/djarjoura/the-skills-needed-by-individuals-to-become-a-digital-entrepreneur/17 2 1 34 5
- 30. MOCKUPS • START WITH BALSAMIC • REFINE WITH SKETCH • WWW.SKETCHAPP.COM
- 31. APPLICATION COST DRIVERS DELIVER CHANGE READY APPLICATIONS FOR LESS COST Maintenance Built in dependency analysis NFRs are built into every application – regardless of change Development Model driven development reduces time to build Integrations are simplified Operations Deployment process is automated Auditing and trouble shooting capabilities in every application Lifetime cost? 5 year cost is typically 3 X initial cost, lifetime min 6 times 3 year cost
- 32. MOBILE AND WEB APP DEV IS A HARD PROBLEM 20-50 Apps 4 Platform 3 Form Factors X Abundance Of Data Silos X Skills Shortage X Constant Change RequestsX
- 33. FROM SMALL BEGINNINGS TO PRODUCTION https://www.outsystems.com/platform/#/platform/2-minute-overview/ • DEVELOP, MANAGE AND CHANGE ENTERPRISE WEB AND MOBILE • ON TOP OF YOUR FAVORITE MIDDLEWARE STACK • COMBINES HIGH PRODUCTIVITY, CHANGE MANAGEMENT AND FULL APPLICATION LIFECYCLE • MANAGES CONTINUOUS APPLICATION CHANGE
- 34. BY WAY OF EXAMPLE https://www.outsystems.com/platform/#/platform/2-minute-overview/ Ready for your app – its not about the technology
- 35. GOOD FOR NOW APPROACH ~ 6 Design Thinking SoftwareDelivery Building Functional Prototypes Lean Startup & Continuous Deployment Fundraising Creative Problem Solving UX Design Metrics Framework & Continuous Testing CustomerValidation Pitching Adapted from http://www.slideshare.net/djarjoura/the-skills-needed-by-individuals-to-become-a-digital-entrepreneur/17 2 1 34 5 7 6
- 36. THE SMALLEST THING! That your target segment will pay money for, freemium needs very “deep pockets”
- 37. GOOD FOR NOW APPROACH ~ 7 Design Thinking SoftwareDelivery Building Functional Prototypes Lean Startup & Continuous Deployment Fundraising Creative Problem Solving UX Design Metrics Framework & Continuous Testing CustomerValidation Pitching Adapted from http://www.slideshare.net/djarjoura/the-skills-needed-by-individuals-to-become-a-digital-entrepreneur/17 2 1 34 5 7 6
- 38. FROM MOCKUPS TO BEAUTIFICATION https://www.youtube.com/watch?v=6l-X9k6fqeY
- 39. www.outsystems.com39 © OutSystems. All Rights Reserved39 Learn more silkui.outsystems.com
- 40. GOOD FOR NOW APPROACH ~ 8 Design Thinking SoftwareDelivery Building Functional Prototypes Lean Startup & Continuous Deployment Fundraising Creative Problem Solving UX Design Metrics Framework & Continuous Testing CustomerValidation Pitching Adapted from http://www.slideshare.net/djarjoura/the-skills-needed-by-individuals-to-become-a-digital-entrepreneur/17 2 1 34 5 7 6 8
- 41. FOCUS ON THE CUSTOMER https://www.outsystems.com/videos/app-maintenance-feedback-management/ its still about the customer
- 42. CUSTOMER EXPERIENCE END TO END https://www.outsystems.com/videos/platform-performance-troubleshooting/ Measure, learn, validate, change and keep adapting
- 43. GOOD FOR NOW APPROACH ~ 9 Design Thinking SoftwareDelivery Building Functional Prototypes Lean Startup & Continuous Deployment Fundraising Creative Problem Solving UX Design Metrics Framework & Continuous Testing CustomerValidation Pitching Adapted from http://www.slideshare.net/djarjoura/the-skills-needed-by-individuals-to-become-a-digital-entrepreneur/17 2 1 34 5 7 6 8 9
- 44. KNOW THE INVESTOR MINDSET • PITCH ANYTHING – OREN KLAFF • CHAOS MONKEYS - ANTONIO GARCÍA MARTÍNEZ • ZERO TO ONE – PETER THIEL • SELLING THE INVISIBLE – HARRY BECKWITH
- 45. GOOD FOR NOW APPROACH ~ 10 Design Thinking SoftwareDelivery Building Functional Prototypes Lean Startup & Continuous Deployment Fundraising Creative Problem Solving UX Design Metrics Framework & Continuous Testing CustomerValidation Pitching Adapted from http://www.slideshare.net/djarjoura/the-skills-needed-by-individuals-to-become-a-digital-entrepreneur/17 2 1 34 5 7 6 8 910
- 47. FundersandFounders.com Idea stage Co-founders Family & Friends Seed round … Series A …. IPO
- 48. Maximize existing investments Leverageexisting skills Across all channels / platforms Respond Faster Reduce complexity Deliver more and develop less Continuously enhance/ improve Flexibilitytochange What we do
- 49. OUTSYSTEMS PLATFORM PERSONAL ENVIRONMENT