Capability Conversation - Product & Service Improvement

Product & Service Improvement

mprove Products and Services from Evidence

What this capability means: Use evidence from stakeholders, use, operation, quality, flow, economics, and uncertainty to improve, simplify, extend, reposition, or retire products and services.

Working well when...

  1. Improvement beginsfrom stakeholder objectives and observed evidence. 
  2. Teams distinguish improving value from merely adding features.
  3. Quality, usability, operability, burden, and lifecycle effects are considered.
  4. Low-value elements can be removed and unsuccessful directions can stop.

First-pass conversation

  • What evidence shows where the product or service helps or fails? 
  • Which stakeholder objective or constraint should improve? 
  • What should be simplified, changed, added, removed, or stopped? 
  • What product, service, operational, or system effect might worsen? 
  • What is the smallest improvement or evidence increment? 

Warning signs to discuss

  • Product improvement means only feature growth.
  • Internal opinions dominatestakeholder and operational evidence. 
  • Backlogs preserve old requests after the objective changes.
  • Metricsoptimize engagement, output, or revenue while harming other stakeholders. 

Facilitator reminder

Related areas: Value Realization & Consumption, Feedback, Organizational Learning, Stakeholder Value Focus