My Customer Won't Accept Smaller Releases
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Ignite talk at Lean Kanban North America 2013 on responding to the argument that customers won't accept smaller releases
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My Customer Won't Accept Smaller Releases
- 1. “My customers won’t accept smaller releases” Jason Yip jcyip@thoughtworks.com j.c.yip@computer.org @jchyip http://jchyip.blogspot.com
- 2. The real problem is that our consumption transaction cost is too high.
- 3. Overall Cost of Release Cost of Each Release Frequency of Releases Reduce this By reducing this WRONG!
- 4. Overall Cost of Release Cost of Each Release Frequency of Releases And maintain or reduce this Increase this By reducing this RIGHT!
- 5. Overall Impact on Customers Customer impact per release Frequency of Releases Reduce this By reducing this WRONG!
- 6. Transaction costs of a release Production transaction costs Consumption transaction costs • Cost of testing • Cost of deployment • Cost of management • Cost of fixes
- 7. Consumption transaction cost The sum of any costs borne by consumers of a product or service to learn about and/or accept changes to that product or service
- 9. Defects require users to compensate for expected functionality that no longer works Didn’t auto-save use to work?
- 10. New or modified UI elements or functionality impose a learning cost What’s this ribbon thing?!?
- 11. Consumption costs can lead to production costs (e.g., training) Uh, no one seems to know how to use our system… No problem! We’ll just do more training!
- 12. Consumption transaction cost Cost of defects Cost of learning To reduce this Reduce this Reduce this AND
- 13. Standard defect reduction approaches apply Exploratory testing Build pipelines
- 14. http://www.uie.com/articles/magic_escalator/ (Aka cost of learning) Reduce this by reducing the size of the change
- 15. http://www.uie.com/articles/magic_escalator/ (Aka cost of learning) Better interaction design reduces the amount of knowledge needed to be acquired
- 16. http://www.uie.com/articles/magic_escalator/ (Aka cost of learning) Test the size of this using user testing
- 17. To reduce production transaction costs: smaller batches, build-in- quality, design for production
- 18. To reduce consumption transaction costs: smaller batches, built-in- quality, design for consumption
- 19. Your customer won’t accept smaller releases? How might you reduce the cost you impose on them for receiving it?
- 20. What are the quality of the releases? How easy is it to learn how to use the product or service?
Notes de l'éditeur
- Hello my name is Jason Yip, I’m a Principal Consultant at ThoughtWorks. Today I’d like to talk about a common refrain that I’m sure you’ve all heard before. “My customers won’t accept smaller releases.” I will suggest that this is not the real problem.
- The real problem is that our consumption transaction cost is too high. That phrase might not sound too familiar so left me try to explain. To do that let’s look at something we should be more familiar with.