Customer value

Customer value is the benefit that comes to the customer only after the project has handed over the product or service. When we talk about being able to measure value, we rather talk about impact goals which can be expressed as “shorter lead times through increased usability”, “increased website traffic”, “strengthen the brand” or “increased conversion rate among users to make purchases”. The customer value for a particular product or service can of course be a combination of several effect goals.

The effect goals are set already in the feasibility study, via, for example, an effect survey, together with the business and the users. One can then early on create a common and accepted image of what values ​​the product or service is expected to generate.

During project implementation, the effect mapping is a guiding document for the design work. A basis that makes it easier to delimit and prioritize future work. Through this document, the environment in the form of resource owners, steering group etc. also gets a better insight into the project.

Even when the product or service goes into administration, the effect map is invaluable as it provides the opportunity to steer towards the effect goals through CR management.

So how do we handle this in the Regent Model during the project?

  • All Regent’s measures must include a customer value analysis (Light version of effect mapping). This means that relevant members of the team meet with the customer in a workshop and draw up an effect map containing the purpose and needs of the customer. This work should be paid for by the customer and part of the establishment.
  • In order for the effect map to be alive and used by the team, it must be set up in the project room.
  • During backlog grooming, all new features must be mapped to the effect map. This is to ensure that the product / service is built with regard to constantly increasing customer value.
  • In connection with each retro, the team must also evaluate themselves around the fulfillment of customer value.

Read more about effect mapping on Regent’s recruitment site, http://sverigesbastamedarbetare.se/Home/Article/29-effektkartlaggning-effektstyrning (external link).