going

digital

NEW

CUSTOMER IS ALLWithout a customer, we don’t have a reason to exist. To keep the customer happy, we need to know the customer.

measure everything - until you can prove it, it’s all hot air.

test everything - until you know it’s better, it’s all the same.

build a solid foundation - check oldassumptions are true before buildingnew experiences on top.

SHIP ITIf your customer isn’t using it, it’s worth nothing to you.

small evolutions beat big revolutions -The sooner something is out there, the sooner you can collect data.

just enough to make the customer happy - No one remembers the prefectproduct that didn’t ship; everyone remembers the great product that did.

leverage technologies and processesfor speed - The slower you are, the bigger the gap you will have to bridgewith your competitors.

objectiveoutcome

CHANGE THE LANGUAGEEvery coach knows that plans are only good until kickoff. Have a plan, but emphasize what you learn.

It’s not about sticking to the plan, it’s about what you will learn from the customer

how you will evolve your product

ACTION PLAN OVER ESSAYSPeople understand to-do lists better thanabstract concepts.

Get going and prove what you’re sayingUntil you do, it’s all hot air

Do as little as possible to prove you’re right..or wrong. Data doesn’t lie

NAVIGATE THE CORPORATEWHEEL OF DEATHAlways manage who has interest and whom has power.

High interest,high power - help them drive

Low interest, high power - demonstratethe benefits

High interest, low power - keep them informed

Low interest, low power - let them lie

How did we, as a traditional governance organisation, convince the business to embrace digital and move from aproduct-centric organisation to a customer-centric one?

What did we learn when we went digital?

socialise study ship

its all about the customer

melanie.sinton@rwwa.com.au CIO