Breaking Bad Habits:
How we helped large banks
listen to Customers
Using a holistic approach to Economic Prioritisation
© 2016 www.Ernest.Consulting or www.james-parnell.com
Helping large banks listen to Customers using an holistic Economic Prioritisation model
© 2016 www.Ernest.Consulting or www.james-parnell.com
Helping large banks listen to Customers using an holistic Economic Prioritisation model
Breaking Bad Habits…
© 2016 www.Ernest.Consulting or www.james-parnell.com
Helping large banks listen to Customers using an holistic Economic Prioritisation model
Every Day…
© 2016 www.Ernest.Consulting or www.james-parnell.com
Helping large banks listen to Customers using an holistic Economic Prioritisation model
One day…
© 2016 www.Ernest.Consulting or www.james-parnell.com
Helping large banks listen to Customers using an holistic Economic Prioritisation model
Because of that…
© 2016 www.Ernest.Consulting or www.james-parnell.com
Helping large banks listen to Customers using an holistic Economic Prioritisation model
…that’s better…
© 2016 www.Ernest.Consulting or www.james-parnell.com
Helping large banks listen to Customers using an holistic Economic Prioritisation model
Finally…
© 2016 www.Ernest.Consulting or www.james-parnell.com
Helping large banks listen to Customers using an holistic Economic Prioritisation model
Define the Problem
No consensus view on the right
initiatives to invest in at the right
time.
Desirability
What do Customers
want?
Feasibility
What is
technically and
organisationally
feasible?
Viability
What is
financially
viable?
Solutions that emerge at the end of
Human-centred design should be
Desirable, viable and Feasible
© 2016 www.Ernest.Consulting or www.james-parnell.com
Helping large banks listen to Customers using an holistic Economic Prioritisation model
Agreed Objectives & Principles
Optimise Benefits
Give the Customer a voice
Maximise both Customer and Business Value
Ensure our product will compel Customer to come
Clear Vision
Be Transparent
A consensus view of Priority
Let people see what is committed and what is emerging
Enable Business agility
Make Smaller Bets
Continuously assess all new and in-flight ideas and
trade-off.
Break down large initiatives into smaller MVPs and
invest in more high value ideas.
Encourage Speed-to-market
Reduce Overhead
Avoid waste and over-commitment. Rapidly submit,
test (MVP) and learn.
Avoid elaborating too early or too late.
Objectivity over Subjectivity
The Right Roles plus Data
Remove emotion from decision-making
Ensure those accountable have a vote, e.g. Desirability,
Viability and Feasibility. Favour empiricism over opinion.
© 2016 www.Ernest.Consulting or www.james-parnell.com
Helping large banks listen to Customers using an holistic Economic Prioritisation model
The Solution Five Elements
Ideas
Consistent ‘tickets’ to
submit ideas using
a Lean Canvas.
Pitching
Discovery
Idea Owner pitches.
Opportunity to
interrogate and
understand benefits.
Allocate funding to being
from concept to
customer. Ditch or pivot.
Ranking
Forum
Relative only using value
for Customer desirability,
business viability and
Feasibility
Represent Customer,
Business & Team.
Empowered to make
decisions.
© 2016 www.Ernest.Consulting or www.james-parnell.com
Helping large banks listen to Customers using an holistic Economic Prioritisation model
Ideas: Can come from anyone at any time.
.
© 2016 www.Ernest.Consulting or www.james-parnell.com
Helping large banks listen to Customers using an holistic Economic Prioritisation model
Pitching
© 2016 www.Ernest.Consulting or www.james-parnell.com
Helping large banks listen to Customers using an holistic Economic Prioritisation model
Forum
1. Anchors
Customers
2. Pitching
Customer
Representative, e.g.
User Experience
Business
Team
The team who will
execute the idea
3. Relative
Rating
4. Visualise
Must represent all
business areas
e.g. Program team
e.g. Product
Owners
5. Agree
6. Retro
Trained in the Prioritisation Framework. Independently facilitated.
Principles & Anchors guide scoring, collaboration drives consensus
© 2016 www.Ernest.Consulting or www.james-parnell.com
Helping large banks listen to Customers using an holistic Economic Prioritisation model
The DVF Model
© 2016 www.Ernest.Consulting or www.james-parnell.com
Ranking
Helping large banks listen to Customers using an holistic Economic Prioritisation model
Consensus
© 2016 www.Ernest.Consulting or www.james-parnell.com
Consensus
Helping large banks listen to Customers using an holistic Economic Prioritisation model
Discovery
Funnel
Think
Shape
Frame
Plan
Build
Learn
What ideas
do we have?
Why do it?
Is this the
right thing to
build?
What are we
building
exactly?
Can we do
it?
Have we
done it?
How to build
it?
How are we
building it?
Are we going
to meet our
delivery
goals?
How much
will it take?
Which
team(s) can
build it?
Who for?
Is it worth
further
investment
of time?
Who else do
we depend
on?
When can it
be
delivered?
Are we still
building the
right thing?
Are our
customers
using it?
How is it
performing?
Just-in-time investment. Progressive Elaboration. Increasing commitment
© 2016 www.Ernest.Consulting or www.james-parnell.com
Helping large banks listen to Customers using an holistic Economic Prioritisation model
The Seed Team
© 2016 www.Ernest.Consulting or www.james-parnell.com
Helping large banks listen to Customers using an holistic Economic Prioritisation model
Scaled Agile Environment
TBD – Picture of the Forum
© 2016 www.Ernest.Consulting or www.james-parnell.com
Helping large banks listen to Customers using an holistic Economic Prioritisation model
© 2016 www.Ernest.Consulting or www.james-parnell.com
Helping large banks listen to Customers using an holistic Economic Prioritisation model
Feedback
“As Chief Product Owner on a multi-million dollar product, my responsibility is to ensure we not only
do things right but we 'do the right things'. The Prioritisation model brought the discipline, science
and - critically - the customer centricity - we needed to optimise our investment. This allowed me to
engage a wider Executive group and diverge for ideas knowing we had a robust model in places to
converge on the best ones. It also ensured we didn't over-invest. With the model and people in place
we were certain we were responding to real customer needs”
Dave, Chief Product Owner
“James introduced the Prioritisation model in a few weeks, galvanising the teams required to
execute it successfully. Investment decisions became more evidence-based. We focused on customer
needs and built a continuous feedback loop. We reduced waste by investing in smaller high value
ideas and avoided gold-plating and back-door requirements. We built and published a large backlog
that our business and staff found very motivating. We economically prioritised this. the result was
higher customer satisfaction and the model was replicated in other bank areas.”
Andy, Business Program Director
“We operate in a world that is more dynamic and complex than ever before, and customer needs
and technology evolve faster than ever. As a result, we introduced a new Prioritisation model to
evaluate opportunities efficiently, with the agility to respond to dynamic market conditions and
make decisions fast. James was instrumental in embedding a model that included customer centric
design (CCD) and agile methodologies. The model enabled business leaders to prioritise
opportunities based on customer desirability, business viability and technical feasibility, in way that
ensures we identify and focus on the key priorities most efficiently.”
Charles, Business Executive
© 2016 www.Ernest.Consulting or www.james-parnell.com
Helping large banks listen to Customers using an holistic Economic Prioritisation model
What’s Next?
© 2016 www.Ernest.Consulting or www.james-parnell.com
Helping large banks listen to Customers using an holistic Economic Prioritisation model