Identifying the big wins, sizing & prioritising features
Research with stakeholders & users identified pain points, goals and biggest wins. Each was assessed for benefit brought & dev effort required. Assessing the cost-benefit of each feature enabled an MVP and product road map to be defined.
Challenge
The core screen that teams at this call centre relied on to ID, and serve, customers was based on a form used during the sales process.
With the existing system being so unpopular, there were many possible improvements. How could an MVP and roadmap be arrived at?
Approach
Existing research provided a good grounding. Within it there was analysis of call data including rankings of call reasons and call handling times for individual tasks.
Observational sessions at the call centre, together with interviews with managers and advisors, provided insights into call handling.
Interviews with stakeholders, and a workshop at the call centre, with managers and users of differing ability levels, brought further insights around business goals, obvious ‘big wins’ and metrics by which to measure success.
Assigning measures of feasibility to features enabled a development of a potential feature set. The most likely candidates for inclusion were features which were quick to implement and brought big benefits. The development effort of some, much needed, features meant they had to be added to the road map.
Impact
Detailing the development effort, and benefit of each feature, provided a smooth path to approval of the MVP.