A few years ago, we replaced a major enterprise system that was failing to meet the needs of our 700 users across twelve power plants.

We did everything with users at the center: we performed research with users, created a user-driven process to select a product, developed a scorecard with emphasis on user needs, and had a user-engaged implementation.

But within thirty days of go-live, our users started to revolt against the product.

We responded quickly, building a rapid response team and knocking out hundreds of tickets in a month to try to make things better. User sentiment barely moved. With pitchforks gathering at the gate (and IT credibility on the line), we took a step back and fundamentally re-designed our user engagement approach. Within weeks, our stakeholders put down the pitchforks and started praising our work. The secret? Enterprise Product Management.

This session will share how we adapted product management principles to the unique demands of enterprise environments, and show you the tools and techniques we used to structure our interactions with users and stakeholders.