This case study highlights how engaging with and listening to customers can lead to new and innovative ways to deliver customer value.  I initiated a persona interview pilot to gain a better understanding of our key financial reporting customers.  The interview process consisted of fifteen interviews conducted over a period of a couple of months.  The duration of each of the interviews was approximately 30 minutes to 1 hour and they were documented using a standard template. The consolidated results were summarized into department level profiles and then shared with my TBM team so we could identify potential areas for engagement. 

Two fundamental key themes emerged from the interviews:  1) The customers required more timely access to data than the current model could provide and 2) The customers needed a way to capture and use commentary for management reporting.  To learn more about these solutions and the interview process please review the attached use case PDF. 

2021_ETBMA_Case_Study_-_Lederman.pdf

Finally special thanks to my team & Apptio contacts for the support! 

@heath bersch; @Tony Wong; @Erik Brown; @Ben Foster; @Devon Bilsing; @Eric Glenn; @JW Ligthart