Aligning Business and Customer Outcomes
summary
Explains how LEGO measures outcomes as a measurable change in human behavior and ties those to business KPIs using concrete practices: a business technology unit that runs 190 IT products with one team per product, an outcomes-based value rubric (demand, innovate, maintain, energize), a continuous delivery pipeline, and a reuse-first approach shown by the Duplo train remote that becomes multiple toys. Describes training via a UX Academy 25-week curriculum, yearly product churn ~60%, and progress on the planet promise (80 non-plastic elements today, target 2030).
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chapters (15)
- 0:00Introduction
- 2:45Lego
- 6:05Lego History
- 10:40Environment
- 13:00Business Technology
- 15:00Value Creation
- 17:25About Mark Schwartz
- 18:55Agile Principles
- 20:10Jared Spool
- 21:55Product Vision
- 22:45Research
- 31:30UX Partnership
- 32:00UX Academy
- 33:30Summary
- 34:05Three gaps model
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