Continuing the journey
The Product Success section of support is about setting up a system that allows an organisation to systemically improve their product using a data-driven approach. During the scoping phase, an application should be investigating key metrics to identify success and ensure the measurement of those are built into the product backlog. With these analytics passively tracking in the background, relevant parties can regularly investigate and create ﬁndings reports. The ﬁndings should unearth data-driven trends that will feed future development opportunities both within Development and Enhance.
Deﬁne Key Metrics
During the scoping phase of a product, key features should be deﬁned that require regular measurement. These features should be written into the product backlog along with the metrics required to identify the success of each. This activity ensures the work required is completed during development and measured during support.
While developing features within regular iterations, the Delivery Team should be aware of key features that require analytics. These requirements should feature acceptance criteria that identify what measurements are required and how those will be output to the analytics service of choice.
It may go without saying, but if you go to the effort of building in metrics, make sure you use them to inform future decisions. A key method to do this is by scheduling in regular meetings focused on trends found through all analytics services you’re utilising. This meeting doesn’t need to be focused on ﬁnding new solutions but should be acutely focused on identifying problems that users are currently experiencing with the application.
Once a problem has been deﬁned, it is at the discretion of the Product Owner whether action should be taken. Provided there is an easy solution for the problem, it can progress through the Enhance process. Alternatively, some problems may be substantial enough to warrant a new scoping and development process to begin.