This article is a part of a series of pieces on digital innovation, accelerating change and the rise of the coded business from innovators in the Chef community. In this article we present an interview with Jez Humble, Principal Consultant, ThoughtWorks, on digital innovation.
Focusing on speed and scale allows you to respond more rapidly to weak signals in the market, and to arbitrage those opportunities quickly. This is different from the way it used to be. In the past, we’d only respond to the strong signals in the marketplace. But now, with the lower cost of investment in product development, and the resulting optionality in that process, we can service subtle market signals effectively.
Here’s an example of this. A company noticed that when people searched for bird-cages online, very few entries came up. So, to fill the void, the company began making bird-cages. And now this business has created a new revenue stream selling bird-cages. We’re also learning that the way we service customer demand – in all its varieties – is part of the product development process. This comes with the emergence of user-experience design. And it shows that marketing, as well as technology, is an essential part of product development today. Zappos is a great case study that illustrates my point. Many companies try to minimize the time spent on customer support calls. Zappos spent a maximum amount of time on customer calls every day. And, by deeply engaging with the customer, they learn about the customer.
Code is really the key to exploring and exploiting new opportunities in an inexpensive and scalable way. And here, we have to give credit to Toyota, which has been using Lean to show us how to re-tool on the fly in response to customer demand. As a result, software is now following automobile manufacturing.
A major part of all this is continuous delivery of code, which, from my perspective, is fundamentally about reducing the transaction cost of putting out incremental changes. And I want to emphasize the importance of incremental changes and small batches; continuous delivery of code really can’t be effective if it’s one-piece flow.
Think about it this way. You don’t buy eggs at the supermarket once a year. And you don’t buy an egg as a replacement every single time you use one. No, you buy eggs on an ongoing basis in small batches. This is the kind of rhythm that powers our ability to move rapidly when there’s a weak signal in the marketplace. It’s the kind of rhythm that powers our ability to change code based on customer demand. And it’s the kind of rhythm that powers our ability to compete effectively – and with a decided advantage.
Netflix, Etsy, Amazon, Google and Facebook are five of the best at this. And I also like the way the British government’s digital service has been re-tooled and re-built with Lean, customer experience, and continuous delivery principles in mind. The government site is, without question, all about customer demand and customer service, and it has saved citizens a lot of money as well. The take-away here is that software companies shouldn’t be thinking narrowly about software; instead, they should be thinking about how their software can better serve customers. To do that, the entire business has to be run differently and more effectively. And, again, technology people – as well as product marketing people, financial people and governance people – all have to join in and help make it happen.
There are three practices of continuous delivery that can help you create the most efficient path from hypothesis to continuous feedback:
- Comprehensive configuration management
- Continuous integration
- Comprehensive automation of build, test, deploy, and infrastructure management
A new kind of “MVP”
One of the key ideas that the Lean startup movement has popularized is the minimum viable product (MVP), which is defined as the least possible amount of work you can do to test your business hypothesis.
Of course, people in manufacturing have been producing minimum viable products for decades – they’re called prototypes. I like the MVP because you’re not betting the company, or spending big wads of cash.
Another key Lean concept is validated learning; here, you gather actionable metrics based on real usage of your product, without asking people. To do this, however, you’ll need to be able to answer questions like:
- Did the changes we made to the product improve signup, retention, revenue? Or is it time to pivot?
- Which version of our new feature came out better when we did A/B testing?
- All our system metrics look okay, but a user reports that our site isn’t working. Are we down?
- Which features of our product are generating the most revenue?
These questions should be answerable by looking at a dashboard, and the information should be completely auditable. But this kind of learning is only possible if metrics are built into the “hypotheses” that are being tested. Once you have an idea for a minimum viable product, you need to start delivering software. The first step is analysis. My view is that you need to do just enough analysis up-front, and this approach needs to continue throughout the lifecycle of the project, with the emphasis on creating very small, incremental stories.
Doing less and learning more
Let’s say you’re working on a hotel booking site, and you want to add a feature to allow people to choose whether they want breakfast. Don’t create this feature for all hotels, or for all partner sites. Instead, start with a “hypothesis” that allows you to add that feature for a single hotel, with no configuration options, and get feedback for that possibility before you proceed further.
Do less, so that you can focus your efforts on learning from your users.
If you want to increase your release frequency, it’s essential to decouple your deployments from the act of taking a feature live. Feature toggles (also known as bits or switches) help you control who can see which features. This setup also allows you to release new versions of revised software that include partially complete features, containing perhaps a story or two of work, but nothing you’d want the general public using.
In addition to enabling incremental delivery of functionality, feature toggles let you turn off a problematic feature when a release goes wrong, as an alternative to rolling back your deployment.
The bottom line is that continuous delivery like this liberates us by reducing the cost and risk of releasing software, and by powering much-needed innovation at the same time.
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Jez Humble is a principal consultant with ThoughtWorks and co-author of “Continuous Delivery” and “Lean Enterprise.” He began his IT career in 2000. Over the past 14 years, he has been a developer, system administrator, trainer, consultant, manager and speaker. He has worked with a variety of platforms and technologies, consulting for non-profits, telecoms, financial services and on-line retail companies. Since 2004, he has worked for ThoughtWorks and ThoughtWorks Studios in Beijing, Bangalore, London and San Francisco. He holds a BA in Physics and Philosophy from Oxford University and an MMus in Ethnomusicology from the School of Oriental and African Studies, University of London.
