We involve both our internal and external customers in the development process
As our stakeholders, managers and colleagues are in other locations, it's normal for us to work digitally. Of course, we sometimes have issues with the huge amount of information, which is kept where it's generated. Nevertheless, we're now able to reduce miscommunication, misunderstandings and varying expectations.
As we're developing software, we're also undertaking many UX activities and involving internal and external customers in the development process. We ask about their experience so we can check it out and then incorporate their feedback as part of subsequent stages.
In my job, we need to be keen to learn and open to feedback. We always ask ourselves:
- Is the goal still the right one?
- Do we still have the right people on board to complete the required tasks?
- Can we still achieve the project?
It's a very challenging role as it sometimes feels like you're only taking baby steps forward. In this job you also need a degree of autonomy to be able to react quickly to possible changes. To achieve this, we place particular emphasis on the use of tools such as "SAFe" (scaled agile framework), "lessons learned" and "retrospectives" in our day to day work. As part of our regular Programme Increment events, a large panel offers continuous reviews: What was the plan? What have we done? What have we learned? What can we improve for next time? This is how you become creative, by thinking of innovative routes, trying them out and learning from any failures along the way. You also have to take smaller steps and be prepared to adapt and change as things evolve. Along this creative journey, business stakeholders vote on ideas and are constantly informed of the progress being made.
We consult and exchange the whole time. We invite colleagues from other departments such as sales & marketing and servicing to provide input on their experience of clients and products. This allows us to increase our overall understanding of the business and keep the whole company involved. Everyone is up to date, not necessarily about behind-the-scenes things, but about the objectives and values we hold.