Scaling Innovation Scott Horn @scottjhorn

● Expedia’s growth

● Lean - TPS - The Scientific Method

● Iteration Cycle - WIGWAM

● Minimum Viable Product - MVP

● Analytics and UX/CX Research

● Tools and Techniques

Agenda

1996 2016

Taiichi Ohno W. Edwards Deming

Image from Eric Rees and Lean Startup Co - https://twitter.com/leanstartup

Lean = Build + Measure + Learn

https://en.wikipedia.org/wiki/Scientific_method

The Iteration Cycle is a process that you can use to improve anything over time.

Josh Kaufman in his book “The Personal MBA”

coins the term WIGWAM

Watch, Ideate, Guess, Which/Choose, Act, Measure

More information on https://personalmba.com/iteration-cycle/

Based on ideas from Henrik Kniberg article http://blog.deming.org/2014/11/minimal-viable-product/ and coined by Eric Ries

MVP - Minimum Viable Product

Idea diffusion from Crossing the Chasm - https://en.wikipedia.org/wiki/Crossing_the_Chasm

See full talk/transcript https://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action/transcript?language=enGolden circle from: http://blog.hubspot.com/customers/3-takeaways-from-start-with-why

…when TiVo launched their product, they told us all WHAT they had. … the cynical majority said,

"We don't believe you. We don't need it. We don't like it. You're scaring us."

WHY

HOW

WHAT

Based on ideas from this article https://www.nngroup.com/articles/which-ux-research-methods/

User Research Methods

Behaviour

Attitude

User Labs

Ethnographic Studies

Focus groupsInterviews

Card Sorting

Eye trackingFacial ExpressionHeartbeat

Clickstream analysisA/B Testing

Unmoderated UX/Eg. usertesting.com

Email SurveyWebsite popup

Quantitative Qualitative

Left graphes from https://engineering.pinterest.com/blog/demystifying-seo-experiments Right graph from http://google-opensource.blogspot.com.au/2014/09/causalimpact-new-open-source-package.html

Bayes, Thomas (b. 1702, London - d. 1761, Tunbridge Wells, Kent), mathematician who first used probability inductively and established a mathematical basis for probability inference (a means of calculating, from the number of times an event has not occured, the probability that it will occur in future trials).

Takeaways

1. Embrace a feedback loop to listen to your customers and partners

2. Enable Science over Process (continuously improve)

3. Utilise technology for collaboration

Questions?Scott Horn @scottjhorn Questions?Scott Horn @scottjhorn