PRODUCT (EXPERIENCE) MANAGEMENT

An experiment in changing company culture, practice

and outcomes using a product experience focus.

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FEEL

Speakers

Samyukta SankaranProduct Manager, Learndot Learning Management System, ServiceRocket

Jesse MillerProduct Manager, Learndot Platform, ServiceRocket

Peter John MarquezVice President Product Management, ServiceRocket

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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

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CHALLENGES

Customer Accountability*Market KnowledgeHard Choices

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* Everyone is responsible for customer’s experience, not just the Product Manager.

OUTCOMES

Craftsmanship and Relationship*Reallocated Accountability Purposeful Strategy

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* 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.

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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

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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?

ROLE EXPERIENCE ROLEGOALDOFEEL

APPLIEDROLEGOALDOFEEL

RESEARCHROLEGOALDOFEEL

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

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WORK IN PROGRESS

Balanced Accountability*Distributed AuthorityStrategic Product Managers

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* 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...

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SUGGESTIONS AND QUESTIONS

What Do You Think?

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