Journey Centric Rapid Delivery

(DCO Methodology)
Pega Academy Training

© 2018 Pegasystems Inc. CONFIDENTIAL

Why journey centric ?

© 2017 Pegasystems, Inc. CONFIDENTIAL

We often see our clients making
three well-intentioned MISTAKES

1 Channels, not journeys

2 Tasks, not outcomes

3 Silos, not end-to-end

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1 Channels, not journeys

Symptoms
• Customers can’t move between channels
Web application to mobile application cannot be done
• Siloed development teams custom-coding
logic into channels

Results
• Bad, inconsistent experiences
• Frustrated employees and inefficiency
• Lack of reuse drives increased costs
and freezes innovation
 2 Tasks, not outcomes
Symptoms
• Lack of common processes across systems,
regions, and LOBs
• Siloed investments in robotic band-aids

OUTCOMES

Results
• Disjointed customer experience
• Proliferation of unmanaged bots
• Little visibility into improvement opportunities

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3 Silos, not end-to-end

OUTCOMES

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Bridging the digital gap
Real-time, omni-channel AI and
end-to-end robotic automation

Future-proof architecture

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Build your bridges one journey at a time

OUTCOMES
Future-proof architecture

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Build your bridges one journey at a time

OUTCOMES
Future-proof architecture

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Build your bridges one journey at a time

OUTCOMES
Future-proof architecture

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The Pega Delivery Vision
The Pega Delivery Vision

Cut through
complexity
and deliver
rapidly across
org silos and
channels
The Pega Delivery Vision

Achieve this
by delivering
one customer
journey at a
time
The Pega Delivery Vision

Focus on what
a customer
needs to
achieve, not a
company’s org
structure
The Pega Delivery Vision

We call this
journey
centric
delivery
Why journey centric delivery?

% utilization of released features

50%

30% HARDLY
EVER
20% Or
USED GREY NEVER
OFTEN AREA USED

Source: “The CHAOS Manifesto 2013”, The Standish Group, 2013. 16

Review of key actions

Best practices to deliver a Pega application are to

Focus on Customer
Journeys to deliver Structure all
Set scope based
important Customer Journeys
around MLP to
requirements into a Case Type
deliver value faster
across organisation Backlog
boundaries

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 Pega delivery methodology
Sprint 2 Sprint 3

Example:
Project Review
Refine
Tell the project name Sprint 1
Sprint N
Update the project until all the needs are satisfied.

Project Prepare Evaluate Build Configure Go Live

Scoping

Test

• Select application
• Select customer journeys
• Identify gap
• Size by reference
• Create roadmap
• Define customer journeys
• Identify data and sources
• Enable co-production
participants
• Provision environments
• Deliver “journey(s) at a time” • Harden release
• Focus on out of the box • Industry/org specific testing
• Drive minimum loveable product • Transition to business
• DCO with frequent show and tells
• Drive guardrail compliance and multi-
level governance
The Process View of Journey Centric Delivery

Every box has a page on

PegaCommunity that defines
what & how to do it, with
associated external collateral
Community Knowledge Base

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E Review Readiness Assessment

Exercise: Review Readiness Assessment

Objective: Learn how to find the Readiness Assessment and other available
tools and templates on Pega Community.
Style: Individual
Tasks: Find the template on Community

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