Product (Experience) Management
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Transcript of Product (Experience) Management
PRODUCT (EXPERIENCE) MANAGEMENT
An experiment in changing company culture, practice
and outcomes using a product experience focus.
ROLEGOALDO
FEEL
Speakers
Samyukta SankaranProduct Manager, Learndot Learning Management System, ServiceRocket
Jesse MillerProduct Manager, Learndot Platform, ServiceRocket
Peter John MarquezVice President Product Management, ServiceRocket
ROLEGOALDOFEEL
ServiceRocket
Software Adoption CompanyProducts and Services for Software Vendors/Buyers that drive adoption
Primary OfferingsLearndot Learning Management SystemAtlassian and Workplace by Facebook Add-ons
Team30 Developers, 3 Product Managers
ROLEGOALDOFEEL
CHALLENGES
Customer Accountability*Market KnowledgeHard Choices
ROLEGOALDOFEEL
* Everyone is responsible for customer’s experience, not just the Product Manager.
OUTCOMES
Craftsmanship and Relationship*Reallocated Accountability Purposeful Strategy
ROLEGOALDOFEEL
* By loving the customer and the product, responsibility is shared and the Product Manager is able to engage in more strategic work.
THE IDEA
Create a model that fosters a company-wide focus on how customers experience our products.
Based on the quality of our customer’s experience, compare our product to the market and execute actions to improve it in targeted areas.
ROLEGOALDOFEEL
THE INSPIRATION
Google* See - Think - Do - CareMap Customer Journey
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* They are many other models to cite as inspiration including: The Kano Model, Blue Ocean, Lean Product Management, etc.
THE MODEL
Product (Experience) ManagementRole - Goal - Do - FeelTrack Product Experience
ROLEGOALDOFEEL
THE QUESTIONSROLEGOALDOFEEL
ROLE Role 1 Role 2 Role 3 Role 4 Role 5 Role 6
GOAL What Do You Need to Accomplish?
DO What Can You Do?
FEEL How Does It Make You Feel?
ANALYSISROLEGOALDOFEEL
RoleExperience
RoadmapStatus
Target CustomerDO - FEEL
Our ProductDO - FEEL
6-Month Goal DO - FEEL
Industry LeaderDO - FEEL
Public Sustaining 5/5 5/5 5/5 5/5
Learner Progressing 5/5 5/5 5/5 5/5
Admin Aggressive 9/8 7/5 7/7 6/7
Business Progressing 5/5 5/5 5/5 5/5
Developer Progressing 5/5 5/5 5/5 5/5
Performance Sustaining 5/5 5/5 5/5 5/5
WORK IN PROGRESS
Balanced Accountability*Distributed AuthorityStrategic Product Managers
ROLEGOALDOFEEL
* Pointing out a problem isn’t enough.
NEW CHALLENGES
Overlapping Structures?Who’s Driving the Bus?New Skills Development?Making It Real for Every Employee...
ROLEGOALDOFEEL