Discovery Initiatives for New Business Case
Discovery Initiatives for New Business Case
CHALLENGE
Business context: Financial services organisation needed to understand complex customer workflows and customer pain-points related to trade processing.
Problem statement: Lack of structured approach to synthesise customer insights and identify improvement opportunities across evolving customer needs.
Strategic importance: Critical for shaping product roadmaps and validating business cases for new features.
MY ROLE
Position and responsibilities: Innovation Product Manager leading customer discovery efforts and insights analysis.
Team structure: Collaborated with product and UX teams, and engaged directly with financial institution clients.
APPROACH
Methodology: Implemented Jobs to be Done (JTBD) framework for customer interviews.
Key activities:
Conducted 15+ structured customer interviews with top-tier financial institutions
Synthesised qualitative data into actionable product insights, confirmed key hypotheses that ensured product teams had a strong sense of customer requirements
Mapped customer journeys to identify pain points and opportunities
Stakeholder management: Presented findings to product strategy teams and ensured insights aligned with business objectives.
OUTCOME
Quantifiable results: Insights helped validate multiple business cases worth £XXm potential each.
Business impact: Directly influenced product strategy and feature prioritisation, including validating creation of new API-based solution.
Adoption/implementation: Findings incorporated into product roadmaps and presented at customer advisory sessions.
LESSONS LEARNED
Personal growth: Developed expertise in customer discovery methodologies and translating customer needs into product requirements.
Key insights: Recognised patterns in customer workflows that revealed opportunities for differentiated product offerings.
How this shaped future work: Established a repeatable customer discovery process that became a template for future initiatives.