Problem:
The Workload Automation product team at CA Technologies wanted to understand the landscape of their customers. They knew they were using their products, but they didn't understand what challenges their customers were facing
The Workload Automation product team at CA Technologies wanted to understand the landscape of their customers. They knew they were using their products, but they didn't understand what challenges their customers were facing
Process:
I designed the interview protocol and conducted over 40 1:1 interviews with customers who used one of four different workload automation programs from CA Technologies. The majority of these interviews were conducted at various customer locations around the globe. This allowed me to gain an understanding of the various IT environments as well as what challenges automation departments were facing in various industries.
I designed the interview protocol and conducted over 40 1:1 interviews with customers who used one of four different workload automation programs from CA Technologies. The majority of these interviews were conducted at various customer locations around the globe. This allowed me to gain an understanding of the various IT environments as well as what challenges automation departments were facing in various industries.
Results:
Along with the Product Team, I leveraged the insights to inform the feature set of a new product - Centralized Agent Management.
Additionally, the findings were categorized and turned into user stories. Each user story was added to the appropriate product's backlog, allowing the Product Owner to prioritize the improvements. Stories were also discussed with each product team to further their understanding of their customers' challenges.
Along with the Product Team, I leveraged the insights to inform the feature set of a new product - Centralized Agent Management.
Additionally, the findings were categorized and turned into user stories. Each user story was added to the appropriate product's backlog, allowing the Product Owner to prioritize the improvements. Stories were also discussed with each product team to further their understanding of their customers' challenges.