From this presentation you will learn more about Team Collaboration & UX within Agile

1. www.productschool.com
Team Collaboration & UX within Agile
by Socital & Stoiximan PMs

2. Join 35,000+Product
Managers on
Free Resources
Discover great job
opportunities
Job Portal
prdct.school/PSJobPortalprdct.school/events-slack

3. C O U R S E S
Product
Management
Learn the skills you need to land a
Product Manager job

4. C O U R S E S
Coding
for Managers
Build a website and gain the
technical knowledge to lead software
engineers

5. C O U R S E S
Data Analytics
for Managers
Learn the skills to understand web
analytics, SQL and machine learning
concepts

6. C O U R S E S
Learn how to acquire more users and
convert them into clients
Digital Marketing
for Managers

7. C O U R S E S
UX Design
for Managers
Gain a deeper understanding of your users
and deliver an exceptional end-to-end
experience

8. C O U R S E S
For experienced Product Managers looking
to gain strategic skills needed for top
leadership roles
Product
Leadership

9. C O U R S E S
Corporate
Training
Level up your team’s Product
Management skills

10. Olga Mavi
T O N I G H T ’ S S P E A K E R

11. How to nail collaboration with Customer Success
Olga Mavi
Head of Product at
Personalization software for e-commerce
socital.com
/olga-mavi
How to nail collaboration with Customer Success

12. How to nail collaboration with Customer Success
About Socital
➟ B2B SaaS
➟ Athens: Dev Center, Customer Success and GR Sales
➟ High-touch Customer Success

13. How to nail collaboration with Customer Success
Product Success
successful > happy
“Product success is ultimately achieved when a
product quickly onboards new users and delivers
consistent value to them.“

14. How to nail collaboration with Customer Success
➟ Onboard new clients
➟ Discuss and review clients’ goals
➟ Consult clients on how to use the Product to achieve
their goals
➟ Review clients results and new suggestions
➟ Troubleshooting
Customer Success in Socital

15. How to nail collaboration with Customer Success
How are we going to enhance the Product
to enable clients to hit their goals.
Synergy
Product
Customer
Success+

16. How to nail collaboration with Customer Success
PROCESSES
6 tips on how to nail collaboration with Customer Success
Synergy
Product
Customer
Success+

17. How to nail collaboration with Customer Success
Weekly touchpoint
1. Fixed weekly meeting
every Tuesday 3pm-4pm
★ Recent client challenges, needs, hacks & workarounds
★ Prioritize and analyze client requests (JIRA board)
★ Requirements gathering session for new user stories
★ Demo new features before release to get feedback
★ Roadmap update, next release, when can clients expect a
requested feature

18. How to nail collaboration with Customer Success
JIRA Board
2. JIRA Board
★ Client Tickets
★ Client-facing bugs
★ User Story Requests
★ Tasks
For each item assign Priority and Clients affected

19. How to nail collaboration with Customer Success
JIRA Board

20. How to nail collaboration with Customer Success
Slack channel
3. Slack channel
CS team, dev team, PM
★ Open communication channel
★ Immediate reporting of critical bugs
★ Questions from client implementations
★ Quick requests (usually for stats)

21. How to nail collaboration with Customer Success
Customer Interviews
4. Joint Customer Interviews
★ Feedback on features that are in design state
★ Demo prototypes and user testing
★ CS consults on which clients to interview & for what
★ Joint meeting CS/Product & debriefing

22. How to nail collaboration with Customer Success
Feedback loop while in refinement & dev
5. Feedback loop while in refinement & dev
★ Discuss requirements & user acceptance criteria
★ Address questions or blind spots that arise from
refinement sessions
★ Early demo while in dev
★ Consult for decisions regarding changes or cuts

23. How to nail collaboration with Customer Success
Nurture the relationship
6. Nurture the relationship
★ Open and transparent communication
★ Help manage client expectations
★ CS is the biggest product advocate in the eyes of the
client

24. How to nail collaboration with Customer Success
6 tips on how to nail collaboration with Customer Success
1. Weekly meeting
2. JIRA Board
3. Slack channel (CS, Dev, PM)
4. Joint Customer Interviews
5. Feedback loop for stories in refinement/dev
6. Nurture the relationship

25. How to nail collaboration with Customer Success
Product + Customer Success
=
Product Success

26. How to nail collaboration with Customer Success
Questions?
Olga Mavi
Head of Product at
Personalization software for e-commerce
socital.com
/olga-mavi

27. Jim Tsipoutas
T O N I G H T ’ S S P E A K E R
George Kroupis

28. George KroupisJim Tsipoutas
How to integrate UX within Agile
Lead Designer Agile Coach

29. Intro - About us
70.000
Concurrent users

30. Product Design - What
Product design is the process of
creating usable products by defining
real people’s problems and
experimenting with possible solutions.

31. Product Design - Why
Problem Solution
?
?
?

32. Product Design - Who
Product Designers
Product Managers
Engineers Developers
Stakeholders
Product Owners

33. Agile - Where we are now
Inspired by the Spotify model
3 Tribes - Production | Under Development | ML
9 co-located Scrum teams + 1 remote | 6 + 2 | 1 + 3
Chapters & Guilds
SAFe PI Planning
Nexus Integration team

34. Agile - Roadmap process
Stakeholders’
Requests
Product
Committee
Roadmap
- Item
- ...
Business Unit
Scrum TeamsProduct Increment

35. Not “READY” Roadmap items.
Lack of user-centric approach.
Experimentation culture.
Data-driven decisions
Problems we are facing

36. A shortcut to learning
Scrum alone is no guarantee that your
team will consistently deliver truly
engaging, impactful products.

37. A shortcut to learning
Scrum needs to become more design-
driven and customer-centric.

38. Enter Design Sprint
Whereas Scrum is an approach to
problem-solving and delivering
solutions, Design Sprint is an approach
to problem finding and understanding.

39. What is a Design Sprint?
The sprint is a 2-5 day process
for answering critical business questions
through design, prototyping and testing
ideas with customers.
Introduced by Jake Knapp
https://www.gv.com/sprint/

40. The purpose of Design Sprints
The goal of a design sprint is not to spit out
a perfect solution at the end of one week, but
to get feedback on one or two of many
possible solutions

41. How does a Design Sprint work?
A well-defined challenge A multidisciplinary team A strong facilitator

42. The 5-day process
Understand
What are the user needs, business need and
technology capacities?

43. The 5-day process
Define
What is the key strategy and focus?
Explore
How might we explore as many ideas as
possible?

44. The 5-day process
Decide
Select the best ideas so far.

45. The 5-day process
Prototype
Create a prototype
that allows to test the
ideas with users.

46. The 5-day process
Validate
Test the ideas
with users,
business
stakeholders and
technical experts.

47. #failfast

48. Insight
According to IBM, design thinking research can lead to a 75%
reduction in design & delivery time, often reducing an 8 month
project to 2 or 3 months.
“
“

49. Why Design Sprint?
It's quick and inexpensive way to learn about important market problems
or validate new ideas.
It supports a customer-centric approach.
You create a cross-functional team where every participant feels
attached to a problem you all try to solve.
It beats opinions as everybody sees the real responses from the real
people.
It encourages teamwork - everyone can see the value of others as well
as the struggles they might have.

50. Benefits
For Designers
Confident about design decisions
Better understanding of the problem
Validate assumptions

51. Benefits
For Developers
Learn from watching their work in the wild
Ideate other solutions based on feedback
Develop empathy for users

52. Benefits
For Product Managers
Build the right thing
Save time
Save money

53. Bridging Design Sprints and Scrum Sprints
Stakeholders’
Requests
Product
Committee
Express Item as a
problem.
How might we...
Design Sprint
Roadmap
- Item
- ...
Business Unit
Scrum Teams
Product Increment

54. Best uses of Design Sprints in Scrum projects
When starting new projects
When adding or changing big features
When the product vision, roadmap or backlog are out of focus
When you face big challenges

55. Data-driven decisions through experimentation
Stakeholders’
Requests
Product
Committee
Express Item as
a problem
Design Sprint
Roadmap
- Item
- ...
Business Unit
Scrum Teams
Product
Increment
Data CollectionData Analysis

56. Agile is not easy for UX
Product Managers and Leadership Understand the Value of UX
UX People Show Leadership
Agile Process Is Flexible
UX Professionals and Developers Are in the same team
Nielsen Norman Group
https://www.nngroup.com/articles/agile-not-easy-ux/

57. Key Points Recap
Product
Design
Design
Sprints
Continuous Delivery Scientific
Method

58. #oneteam
If you want to go fast, go alone.
If you want to go far, go together.
African Proverb
Thank you!

59. www.productschool.com
Part-time Product Management, Coding, Data Analytics, Digital
Marketing, UX Design, Product Leadership courses and Corporate
Training