Outcomes Over Output

When you apply an outcomes-based approach to transformation I suggest you keep three rules in mind: Your colleagues are your customers. Everything is an outcome. Everything is an experiment.

The problem with this approach is that features can be finished and delivered and “work perfectly” but stlll not deliver any value. Think

It’s a simple idea: you make a diagram that reads from left to right and describes what people are doing (their “journey”) when they interact with your product or service. So, for example,

outcomes are the changes in customer, user, employee behavior that lead to good things for your company, your organization, or whomever is the focus of your work.

What you want is to manage with outcomes: ask teams to create a specific customer behavior that drives business results. That allows them to find the right solution, and keeps them focused on delivering value.

first, that an outcome is a human behavior that drives business results, and second, to figure them out, we just need to understand what our customers are doing that drives the results that we care about.

Impact: reduce costs Outcome: fewer people calling tech support Output: improved usability of confusing features

Gothelf, Jeff. Outcomes Mapping https://medium.com/@jboogie/execs-care-about-revenue-how-do-we-get-them-to-care-about-outcomes-5d541a823358

how can we be sure that the stuff we’re making is actually going to deliver value?