Great article, Tony! Thanks for sharing.
I’d love to hear your thoughts on the section about “How should customer progress be measured?”
You say we can measure progress as getting a job done: Faster, More predictably/reliably, More efficiently.
Agreed. In your specific and current (impermanent) position, it’s not a worthwhile trade-off and you’re right to decline. I’m asking that you consider it a luxury and not a nuisance that you find yourself in a place and time that you are so regularly offered work that it has become annoying.
Great thoughts here! Thanks for sharing.
I was introduced to E/Os at a previous company and found the exercise to be an incredible source of focus. A few of our even-overs were:
Great thoughts, thanks for sharing this, Josh.
I love this magic question: “If you had that [faster horse], what would it let you do?” It reminds me of the CSR => CSR2 exercise that Ryan Singer talks about in Ep 2 of Demand Thinking: https://youtu.be/JCZ7cM_4_og?t=1168
Thanks again for the post!
Thanks for your thoughts, Jon! You’re right, I think one of the most interesting insights from the Kano Model is that removing pain-points can create as much satisfaction as adding new delighters. From a software development perspective, removing code is almost always easier than building new features!
Thanks Konstantin! This was helpful in getting me going in the right direction, but may be a bit out of date at this point.
This gist ended up getting me where I needed to be, just in case anyone else arrives here needing a similar solution: