During phase 1 of this project, we spoke to several agencies to learn about the work that they do, focusing specifically on the barriers they face in conducting user research. We will validate and add to this hypothesis during phase 2.
Gains Intended
| Gain |
Measurement |
| Customer Satisfaction |
- Decrease in the number of customer service tickets overtime
- Task Completion
|
| Cost Savings |
- Cost saved due to rework
- Decrease in contracting costs
|
| Time Savings |
- Time saved with customer service calls
- Time saved with requirement gathering and prioritization
|
| Intangible Gains |
- Risk aversion
- Iterative development helps in validating ideas and improves agility
|
Painpoints
| Root Cause |
Symptoms |
| Lack of expertise |
- Never been trained on these principles
- New to product management
- Never heard of these principles
- Used principles once, had poor experience, gave up
|
| Doesn’t understand the Value |
- Too many newer principles causing confusion
- Has never done this before
- Has never spoken to users
- Doesn't have buy-in from stakeholders
- Fear of the unknown/change
- Has unvalidated assumptions (thinks it takes "too much time" or "we don't have enough funding" without previous experience of those barriers
|
| Overhead/Bandwidth issues |
Too much paperwork and too many approvals
- Lack of understanding and the simplicity of the process
- Lack of policy interpretation
- Challenging internal agency policies
|
| Overhead/Bandwidth issues |
- Need budget friendly options
- Budget cuts
|
| Overhead/Bandwidth issues |
Don't have time
- Have to produce products quickly
- Too much on our plate
- Doesn't fit into our approach
|
| Contractors/Contracting |
- We always contract with other companies to build products and aren't involved in the process
- We have to use contractors in order to offer incentives
- Don't have in-house expertise
|