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Thinking of UX quality, Deming and Topsight on discovering that my @BMW i3 hasn’t charged after all.
How can we monitor whether our services *actually work* for our customers? At scale.
How can we better understand how our customers deal with the coordinations and breakdowns?
How can we monitor whether our services *actually work* for our customers? At scale.
How can we better understand how our customers deal with the coordinations and breakdowns?
How can we catch errors, and how can we understand their impact on our customers’ lives?
Netflix tackles this with chaos engineering medium.com/netflix-techbl…
@jeffsussna shows a path, with Promise-Driven Design
medium.com/@jeffsussna/vi…
vimeo.com/326447998
Netflix tackles this with chaos engineering medium.com/netflix-techbl…
@jeffsussna shows a path, with Promise-Driven Design
medium.com/@jeffsussna/vi…
vimeo.com/326447998
But when you’re building a product or service that isn’t only digital, it’s much harder to catch the remaining errors, much less understand their impact on your customers, and how this will affect your company.
The only thing @BMW will have logged (or maybe not, they grok driving, the rest not so much) is that my battery didn’t charge.
There’s no way for them to log what the knock-on effects were. And even is they could, the product team probably wouldn’t be able to fix it.
There’s no way for them to log what the knock-on effects were. And even is they could, the product team probably wouldn’t be able to fix it.
And it’s not just BMW; it’s pretty much everyone whose services straddle digital and physical. Because we keep service operations (incl customer service) and service creation (incl design, engineering, product management) away from each other.
Could we create promise-driven teams? I think we could. Imagine a team whose focus is on making sure that your car always has the range you need, or you always have the directions / routing info you rely on. This is different from talking about new features, or customer outcomes.
Which brings me back to Deming.
How could we bring Quality Circles into services that straddle the physical and the digital, where value is co-created through use, where the context of use is unpredictable, errors vary wildly and *the customers are our colleagues*.
How could we bring Quality Circles into services that straddle the physical and the digital, where value is co-created through use, where the context of use is unpredictable, errors vary wildly and *the customers are our colleagues*.
“Our customers are our colleagues.” Could customers be a part of our quality circle? Would we be able to listen to them? Or do we like to keep their messy realities at arm’s length?
I suspect the service quality problem is deeply intertwined with how we create services.
I suspect the service quality problem is deeply intertwined with how we create services.
