Who is Roland? What & How
What What Have You Built?
Note about visuals: The designs featured here are all the work of UX professionals I have worked with and who have worked in team I have led. I use them here to illustrate the concepts described and am humbled to have been able to work with so much talent over the years
..A Lot Of Stuff!
Why do our highest paying subscribers get the news last?
Content & Editorial Tools
If the people who talk to our customers when things go wrong have the worst hours, the worst salaries and the worst tools how is that going to play out?
Great Systems For Call Centre Workers
Show restaurant partners the value we bring to turn them into evangelists for our brand?
Tools For Restaurant Partners
Keep payments fast and keep innovating to align to customer expectations 7 Payments At Scale And International
Ensuring the Product and UX team are building an app that is design led and driven by consumer needs.
Building An Awesome App For Dinners
Coaching, mentoring and advising 9 Start Up Adventures
And How What Do You Work
1. Talk to people, meet the customers, go on the streets
2. Understand their problems and aspirations 3. Test what value can you can create and who will exchange money or time for it?
Always Start With The Customer
Save th e call cen tre with
5 n’ 5
ast Keep it f ple and sim ...it’s a y takeawa
ith the w s r e m o t s u c If the people e h t ll a c s m le prob urs and o h t s r o w e h t with How is .. ls o o t t s r o w the y out? la p o t g in o g t tha
Let’s get the highest paying customers the news FIRST
Use Slogans To Keep People Focused
er m o t s Cu ems l b o r p first e can w n e ....th own r u o solve
Sales CRM Acquiring new restaurants to provide great consumer choice
Marketing Apps Customer retention and acquisition to drive orders to Restaurants
Payments Making sure we can take the customer's money
Invoicing Paying the restaurants
Finance & ERP And balancing the books and telling the city
Create Empowerd Teams With Clear Domains and Missions
13
Communicate The Story In Any Way That Works
Evidence The Story Frequently
..even when it is hard to show
Objective
Bet
Promise of value
Apply A Framework That Aligns Everything To The Mission
Explain The Framework By Involving Everyone From The Start
Build Collective Ownership Of The Problem
What What About Outside of Work?
Family / Giving Back / Traveling / Making
The End Questions?