MYOB is one of the most recognized companies in Australia and New Zealand, serving 1.3 million+ small-to-medium businesses. For more than 30 years, MYOB has been synonymous with accounting software. Today, they have transitioned into a business management platform, far beyond accounting, enabling customers to focus on growing and powering their business.
Faced with a changing business landscape, MYOB’s three-year digital transformation journey has increased the organization’s ability to put customer needs at its heart. The next evolution of their business required a new approach to product management with an effective ‘Product Ops’ function that could bring a customer lens to every conversation and lead teams to success. To chart a path forward, MYOB partnered with Thoughtworks.
Most organizations know that delivering projects doesn’t necessarily lead to great customer outcomes. According to Gartner, 85% of organizations have adopted or plan to adopt a product-centric application delivery model to rapidly innovate and iterate and offer a higher chance of growth and profitability.
Together, we built the foundations for MYOB to support their customer-led SaaS transformation: embracing new ways of working, shifting mindset, and building the right capabilities to enable MYOB to innovate at speed and scale to meet evolving customer needs.
By having a clear discovery and delivery process, it’s helping us with onboarding new people, setting better expectations around how the work is carried out, while still allowing people to be creative in the solutions they provide.
By having a clear discovery and delivery process, it’s helping us with onboarding new people, setting better expectations around how the work is carried out, while still allowing people to be creative in the solutions they provide.
Key to the success of this engagement was driving ownership of the new product management framework at MYOB. As facilitators of change, Thoughtworks brought a collaborative approach to the engagement, supporting the right setting for adoption of these new practices across the business. We ran a three-month coaching program to embed the process within teams but to also create a feedback loop to understand how people were responding to it and what changes still needed to be made. More than 900+ of MYOB members have participated in these sessions.
One of the biggest impacts this engagement has had so far is to create a movement within MYOB. There is now a shared language for how teams solve a problem, deliver a solution, and continuously improve it. They have pride in the work they do, knowing that the products they build will serve their customers’ needs. Looking ahead, MYOB will switch its focus to product delivery practices in the coming months, aligning teams to build the right thing, the right way, with the right skills.
We have people talking about product discovery a lot more often and are planning for it. We have them talking about our discovery and delivery, using the language and understanding the questions you need to ask at each stage to deliver a really good product to your customer.
We have people talking about product discovery a lot more often and are planning for it. We have them talking about our discovery and delivery, using the language and understanding the questions you need to ask at each stage to deliver a really good product to your customer.
