Remaining innovative - struggle story of a growing start-up

Being a start-up we are discovering new business models and experimenting new client behaviour. Our platform is a B2B insurance digital platform which redefines customer experiences of an Insurance retailer / broker. Having 7 paying customers, now all of us are spending time with client on boarding and removing blockers related to legal, contracts and procurements process. We thought we are smart in having a separate team to focus on new discovery / new ideas so that our creative juices keep flowing in the midst of all the chaos of client on- boarding etc.. but this turned us into dysfunctional discovery - delivery teams, we started becoming silo organisations one focusing on discovery and other focusing on delivery.

This case study is about how we experimented a dual track model to regain our agility in experimentation and discovery.

 
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Outline/Structure of the Case Study

Business agility via Dual track agile ways of working < inspiration from Jeff Patton’s excellent article> - 5 minutes

The difficulties of ‘marrying’ Discovery and delivery – 5 minutes

The Discovery-Before-Delivery Fallacy (or Water-Scrum-Fall) -5 minutes

The practicalities of these at our place the case study – 25 minutes

Example Hypothesis

Use FB messenger to help customer to find right travel policy

Ideas - sync up with business strategy and OKRs ( Objectives and Key results)

Objective : Enable cross sell insurance

Key results : Increase buyer - seller interactions by X%

Hypothesis

If we build a Fb Bot to help users find a travel policy

Then we will drive traffic to the broker site

We will know we are right because % user make an enquiry

Experiment1

Will they interact, why they interact ? how will they interact?

Allow users to message HugHub via messenger for 8 hours to gauge interactions

Create unbranded Fb page for staff to search Hug

Mimicking a bot message -

Needed to services customer enquiry < policy renewal etc..

Not only enquiries but for customer service

Experiment 2

Open up for existing high value personal insurance customer

Part of the discovery

Opportunity assessment

What is the problem?

Are we solving the right problem

Whom are we solving for?

How will you know you have succeeded?

With discovery we also do story mapping to understand various scenarios

Outcome of discovery

will they buy/pay/ use it < valuable>

Can they use it < usable>

Can we build it < feasible>

will stakeholders support it

Once discovery met the KR we will create stories

Making business to think Output Vs Outcome

Dangers of roadmap

Learning Outcome

Business agility via Dual track agile ways of working

Ideas for hypothesis and experiments

Point of view on how to be innovative on a tight client on-boarding programs

Target Audience

Product Manager, agile leads, Designers

Prerequisites for Attendees

Basic of product management, agile ways of working

schedule Submitted 9 months ago

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