1. The Customer Universe
&
The Clever Donkey@gerrymcgovern

3. A UN study on
human intelligence
• Carried out in 1995 and 2016
• In over 100 countries

4. Incredibly Stupid
40%
Stupid
20%
Clever
30%
Incredibly
Clever
10%
1995

5. Incredibly Stupid
35%
Stupid
15%
Clever
40%
Incredibly
Clever
10%
2016

10. WHAT ORG WANTS
CUSTOMER TO DO
WHAT ORG WANTS
CUSTOMER TO DO
WHAT ORG WANTS
CUSTOMER TO DO
WHAT ORG WANTS
CUSTOMER TO DO
What customer wants to do

11. 5% of clicks
95% OF CLICKS

12. Organization
Ego
RigidityComplexity
@gerrymcgovern

13. Top Tasks
@gerrymcgovern
Customer
Humility
AgilitySimplicity

19. "We begged and cajoled our friends at other
companies to try it out and give us feedback.”
Steward Butterfield, Slack Founder
• Every new employee does at least two full
days of working the support queue.
• Designers and engineers do one hour per
week of support, forever.

21. SUCCESSFUL TEAMS: 2 HOURS WITH
CUSTOMERS EVERY SIX WEEKS

22. "OrteliusWorldMap1570" by Abraham Ortelius - The Library of Congress.
Between 1570 and
1598 at least 28
editions of the atlas
had been published

23. Google Maps
changes 28
times a DAY

27. 150,000 files deleted

29. @gerrymcgovern

30. @gerrymcgovern
Let’s work
together!