A service:

» is defined from an external end user’s point of view

» describes something someone would want to do, in their language

» has an outcome that relates to the organisation’s goals

» includes all the steps between the user and provider

» includes all the parts involved in delivering it

» Service maps help teams and stakeholders to understand interactions with a service across touchpoints over time

» They provide a visual representation of an abstract and often wide-reaching process

» Think of your service like a theatre: front stage, backstage and behind the scenes

» Service mapping helps your team to tell their story to the wider organisation

» Outcome-driven product roadmaps shift the focus from building features to solving user problems

» A product roadmap is a communication tool first and foremost

» A now/next/later roadmap helps teams to focus on the bigger picture

» Delivering outcomes instead of outputs is harder, but more valuable

» A product coach should measure their own job performance by the successes of their team members

» Strive to develop a capacity for learning in the people you supervise

» Coaching taps into an individual’s own wisdom and keeps them accountable for achieving their goals

» People who are genuinely committed to change but nonetheless dig in their heels may be unwittingly self-sabotaging

» Async working lets you set aside time for deep thinking

» Forced remote working led naturally to more async work

» Async relies on three main tenets: multiplexing, communication and action

» Find the right balance between flexibility and cohesion, independence and togetherness

» In-person time is important to sustain the human relationships that enable you to get work done