How to use Expectation Management for Product Management
Developing a product is difficult. It is a complex process in which many individuals work together in a cross-functional team. Experts must come together and do their best to create and market an outstanding product.
Therefore, in addition to a proper role description of the different people involved (in the form of a RASCI matrix), it is particularly important to implement good expectation management.
Of course, the RASCI matrix defines the basic tasks and interactions between the different roles, but we are all humans and it is often better to talk about expectations and offerings on a personal level as well. This will help everybody to understand what is important for the other person and which things they need the most in the interaction.
In its simplest form, the expectation management matrix shows all the names of the various stakeholders in each row and column.
Preparation
In preparation for the expectation management workshop, each person is invited to fill in the line with their name before the meeting.
In this example, John the manager writes down the following in the column of Lisa from Customer Success:
I expect that:
that customers are happy
that you communicate to us what…
