Notes on Barry O’Reilly’s Lean Enterprise

(From his talk at GOTO 2016, posted 9/7/16, link here) Orgs need to re-embrace learning to keep up with the times Only 29% of Fortune 500 companies plan to grow their business via new products and services (49% expect to grow via cost reductions instead!) Only 13% of US workers report being highly engaged at work: most workers feel disempowered and disengaged There’s a delivery gap in good customer experience—80% of companies believe they are delivering good customer experiences while only 8% of customers agree To close this gap, “I experiment, therefore I learn” EXPLORE Develop a scientific, data-driven paradigm for business … Continue reading Notes on Barry O’Reilly’s Lean Enterprise

Notes on Paul Moran’s Speed up Your Team with a Service Blueprint

(Paul is a Service Designer at E.ON. This is from his 1/25/17 post on, link here.) Paul finds that cross-functional product teams can sometimes be slow to make progress, so he relies on service blueprinting to speed up the process Service blueprints are a way of laying out the customer journey as folks explore, purchase and use a product or service Paul uses this format for blueprinting: High level section of the customer journey – awareness, exploration, purchase, usage, problems etc Touchpoints – a description of what’s happening written from the customer’s perspective Performers – who is involved in this touchpoint (who … Continue reading Notes on Paul Moran’s Speed up Your Team with a Service Blueprint

Notes on Monal Chokshi & Guerrilla Research

(From Monal’s 11/16 Mind the Product talk, link here. Monal is Head of UX Research at Lyft.) Guerrilla research is an informal method of gathering quick, low-cost feedback from user It’s unplanned and informal; you simply go out into the world and approach people in an impromptu manner The famous example is approaching strangers at Starbucks and offering to buy their coffee if they will sit with you for 5 minutes and test something. You observe their reactions and any problems as they test the feature or experience Use guerrilla research to stop those endless, philosophical boardroom meetings by collecting real data … Continue reading Notes on Monal Chokshi & Guerrilla Research

Notes on Dan Saffer’s The Robots are Coming (to Services)

(Dan gave this talk at Adaptive Path’s Service Experience Conference on Nov 4, 2016, link here. Watch the video if you can, Dan is quite funny to listen to…) Dan defines a robot as any device that has autonomous movement and can make decisions about how it moves Robots have in the past tended to do the 3 Ds: dirty, dangerous, dull work Over the next 10 years, Dan expects many robots to be integrated into services due to improved computer vision, machine learning and natural language processing Looking further ahead, Dan expects in-demand AI and improved human-motion style manipulations to cause another … Continue reading Notes on Dan Saffer’s The Robots are Coming (to Services)

Using OKRs (Objectives and Key Reports) to Judge Performance

Implementing an OKR (Objectives and Key Reports) Methodology This summary was based on Christina Wodtke’s Introduction to OKRs,, written for O’Rilly Media. Check it out for more details on transitioning into using OKRs, common pitfalls to avoid and an approach to setting OKRs on a departmental or group basis. OVERVIEW OKRs, a method of defining and tracking objectives and their outcomes, are used by Google, Twitter and many other Silicon Valley companies to ensure overall team focus, alignment and velocity. The form of OKRs (Objective and Key Reports) has been more or less standardized: the Objective is qualitative, and the Key Results are … Continue reading Using OKRs (Objectives and Key Reports) to Judge Performance

Notes on Dave Malouf’s UX Strategy for Design Leadership: A 4-Step Guide

(From a post on, link here) Design leaders can’t make assumptions and expect to reach goals Design leaders need to: Have a Purpose and set goals for achieving it (like hiking to the top of a mountain) Identify an objective (the Peak) Determine the best Path to reach that goal Create a Plan with a strategic framework 5 core elements of strategic frameworks are: Purpose: What I am climbing? Is the goal clearly stated and understood? Validated as worth pursuing? For whom? Does the team understand their goal’s purpose? Peak: Pick a destination or at least a general direction, your “North” Path: How … Continue reading Notes on Dave Malouf’s UX Strategy for Design Leadership: A 4-Step Guide

Notes on Jim Kalbach’s Practical Service Design Webinar

(The 10/20/16 webinar was hosted by’s Erik Flowers and Megan Erin Miller, link here) Jim starts off by giving a quick history of service design thinking and recommends some books so check out the first 10m of the video Jobs To Be Done mark progress towards a customer goal—people are goal-driven actors It’s beyond demographics-not customers by age group etc Not solutions-jobs might not change over decades  (people want to call each other) but the solutions do (party lines, rotary phones, flip phones, smartphones) Show causality-people don’t buy drills because they want to drill but because they need holes … Continue reading Notes on Jim Kalbach’s Practical Service Design Webinar

Notes on LukeW’s Conversations@Google 2016

(From Part 1 a 2-part talk LukeW gave at Google, uploaded 10/5/16, link here) Increase in mobile time spent: 8% small phone 85% on a medium phone 334% increase on phablets 81% increase on small tablets 25% increase on large tablets Bottom nav is preferable to top nav due to ergonomics—esp phablets—it’s much harder to reach top nav. And the millennials in particular are all about using only one hand for their phones Before LukeW redesigned the navigation of the Google+ app All functions where under a Home label on a dropdown menu at the top of the screen All features were … Continue reading Notes on LukeW’s Conversations@Google 2016

Notes on Marty Cagan’s Root Causes of Product Failure

(from Marty’s talk at 2015’s Mind the Product, posted on Vimeo, link here) This quick note only catches the last ten minutes of his 50 min presentation, which was all good stuff—use the link the watch the whole thing! Product teams—managers, designer, dev—need to work side by side to come up with the best solutions A strong discovery process is key to developing a good product MVPs are essential tools for testing, learning and validating (and aren’t Product 1.0!) The job of the product team is to: Take the company’s overall vision as a starting point Break it into smaller … Continue reading Notes on Marty Cagan’s Root Causes of Product Failure

Notes on Scott Belsky’s Crafting the First Mile of Product

(from Scott’s 6/21/16 post on, link here) Over time, product leaders can become more focused on a small group of existing power users than on widening the group of new users and their “first mile” (onboarding) experience of the software This top-of-the-funnel experience is often slighted out of haste to initially release the software and never gets updated or iterated to match the evolving user base Users onboarding want to know: Why they’re there What they can accomplish What to do next. They don’t need to know everything at this point, too much to remember! Optimize your onboarding for … Continue reading Notes on Scott Belsky’s Crafting the First Mile of Product