REVOLUTIONIZING

PRODUCT
MANAGEMENT

From Ideation to
Implementation
Utilizing AI/LLMs

GAYATHRI SHRIRAM, TCS

MARK ANNING, Openreach
 25 NW 23rd Pl
Suite 6314
Portland, OR 97210

The Enterprise Technology Leadership Journal

Spring 2025
Volume 2, Issue 1
Copyright © IT Revolution 2025

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REVOLUTIONIZING PRODUCT
MANAGEMENT
From Ideation to Implementation Utilizing AI/LLMs
by Gayathri Shriram and Mark Anning

EXECUTIVE SUMMARY

This paper presents tried and tested artificial intelligence/large language model (AI/LLM)
prompts to assist product owners (POs) navigating the phases of the product life cycle. It
is an exploration of how leveraging well-crafted prompts can streamline product owner
and product manager (PM) functions, enhance productivity, and help ensure the devel-
opment of the right products. The paper includes a library of optimal prompts for each
product life cycle phase, using simulated examples. We hope this paper will be valuable
to individuals and businesses by enabling and reducing the time to competence in the
adoption of AI/LLMs by POs and PMs.

Background

During one of our transformation initiatives, “Charting the Course to Requirements

Excellence in DevOps,” which we drove across the Openreach Tribes throughout 2024,
we hypothesized that the exploitation of AI/LLMs would be hugely valuable, particularly
to our POs, in improving how we understand, evolve, progress, and collaborate around
requirements.
By doing so, we believed we could “make our POs’ lives better” by saving them time,
and moreover, we could achieve demonstrable and sustainable improvements in value
realization, flow of work/time to value, and the quality of our products.
Having formed our hypothesis, that sprung from the broader transformation initia-
tive, we experimented rapidly within our PO community.

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Problem Statement

Of all our Tribe functions, our POs are the most time-strapped and spend a significant
proportion of their time on crucial tasks. Our most experienced and capable POs are even
more time-strapped, given that they also spend time supporting our newer POs. Our less
experienced POs often neglect to apply several key practices altogether or apply practices
without diligence and rigor, requiring much hand holding from our more experienced
POs and their Agile Coach (AC).

Objectives

Our objective is to build products that are increasingly desirable, feasible, viable, and
sustainable by artificially enhancing the PO function, particularly within the problem
space. We sought to improve efficiency, productivity, and, thus, the flow of work by saving
PO’s time, particularly in their generation of product artifacts. Through our efforts, we
observed a time saving of approximately 26%. We saw a significant reduction in defects
and shift left, thus improving the quality of our products through bringing increased dil-
igence to tasks, particularly within the solution space.

Scope

Throughout the product life cycle—from problem space to solution space—POs and PMs
navigate several critical phases. For the purpose of this paper, we articulate these phases
simply as: discover, define, develop, deliver. Through understanding our POs and their
world, we mapped several key tasks to each phase as follows:

1. Discover
• brainstorm ideas
• create OKRs and metrics
• prioritize tasks
• develop the product vision

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 2. Define
• create personae and empathy maps
• develop requirements
3. Develop
• create journey maps and story maps
• disaggregate high-level features into stories
• write user stories and acceptance criteria
• develop product roadmaps
• create product requirements documents
• generate release notes
• draft communication emails
• create survey questions to solicit customer feedback
4. Deliver
• classify and summarize bugs
• summarize customer feedback and solicit suggestions

We tell our story through a fictitious product owner, “Steve,” and an illustrative prod-
uct. Steve is a new product owner working within the telecoms sector. He has witnessed
the rapid take-up of apps in daily life and believes there is an opportunity to build a
new product that will benefit the engineering function within his company. He wants to
understand the real problems that the function grapples with and identify gaps that a
new product might address.
Management has tasked him with quickly producing a proposal for their Senior Lead-
ership Team (SLT) strategy meeting. He has sector knowledge but is new to the PO func-
tion, embarking on a steep learning curve, and he is time-strapped. He has heard AI/
LLMs can be useful in generating ideas and also in helping people consider things they
may not have thought of.

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DISCOVER

Brainstorm Ideas

PROMPT 1: BRAINSTORM IDEAS

Hey, I’m Steve, and you are my brainstorm buddy. I work in the telecom sector, and
I am a product owner. Give some ideas of digitalization apps that can help this industry,
especially the persona “engineer.” First list out their challenges and then give ideas that
can make their life easier. List the ideas from simple to complex in terms of execution
and development.

RESPONSE 1: BRAINSTORM IDEAS

Hi Steve! Let’s start by listing the challenges faced by telecom engineers and then move
on to digitalization app ideas, ordered from simpler to more complex in terms of execu-
tion and development.

Challenges Faced by Telecom Engineers

• Network Downtime: Frequent network outages and the pressure to quickly
restore services.
• Complex Infrastructure: Managing and maintaining a vast and complex net-
work infrastructure.
• Data Overload: Handling and analyzing large volumes of data from various
sources.
• Field Work: Difficulties in accessing remote sites and performing on-site repairs.
• Coordination: Ensuring effective communication and coordination among
team members.
• Cybersecurity Threats: Protecting the network from cyberattacks and unautho-
rized access.
• Keeping Up with Technology: Staying updated with the latest technological
advancements and integrating them into existing systems.
• Customer Expectations: Meeting high customer expectations for service qual-
ity and reliability.

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Digitalization App Ideas (Simpler to Complex)
1. Unified Communication Platform
• Simpler: An app that integrates messaging, video calls, and file sharing to
improve communication among engineers.
• Benefits: Enhances coordination and reduces response time during net-
work issues.
2. Project Management Tool
• Simpler: Advanced project management features to track progress, assign
tasks, and manage deadlines.
• Benefits: Streamlines workflows and improves project tracking.
3. AI-Powered Monitoring
• Moderate: An app that uses AI to monitor network performance in real-
time, predict potential issues, and suggest proactive measures.
• Benefits: Reduces network downtime and improves maintenance efficiency.
4. Automated Incident Response
• Moderate: Integrate automated workflows to quickly address and resolve
network incidents.
• Benefits: Speeds up incident resolution and minimizes service disruptions.
5. IoT Integration for Smart Sensors
• Moderate: An app that collects and analyzes data from IoT sensors
deployed across the network to monitor equipment health and environ-
mental conditions.
• Benefits: Provides real-time insights and predictive maintenance capabili-
ties.
6. AR Repair Guides
• Complex: An app providing AR-based, step-by-step repair guides for field
engineers, overlaying instructions on the actual equipment.
• Benefits: Enhances field work efficiency and reduces errors.
7. Remote Expert Assistance via AR
• Complex: Enable remote experts to assist field engineers through AR,
reducing the need for on-site visits.
• Benefits: Improves support for field engineers and reduces travel costs.

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 8. Digital Twin Technology
• Complex: Create digital twins of network components to simulate changes
and predict their impact before actual implementation.
• Benefits: Enhances network planning and performance optimization.
9. AI-Based Threat Detection
• Complex: Implement AI systems to detect and respond to cybersecurity
threats in real-time.
• Benefits: Strengthens network security and reduces the risk of cyberattacks.
10. Big Data Analytics
• Complex: An app that leverages big data analytics to gain insights into
network performance, customer behavior, and market trends.
• Benefits: Supports data-driven decision-making and strategic planning.
11. VR Training Modules
• Complex: Create immersive VR training programs for engineers to practice
handling various scenarios in a safe environment.
• Benefits: Enhances training effectiveness and safety.
12. Energy Management System
• Complex: An app to monitor and optimize energy usage across the net-
work, promoting sustainability.
• Benefits: Reduces operational costs and environmental impact.

Would you like to explore any of these ideas in more detail or discuss additional solu-
tions?

By using the AI/LLM outputs, Steve was able to quickly draft his proposal in time for
the SLT strategy meeting, where he attained approval to proceed with his idea. A unified
communication platform app to help meet and beat Ofcom Quality of Service targets,
driving end customer satisfaction through assigning jobs to engineers with the correct
skill sets and providing relevant and accurate information to engineers at the point of
need.

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Create OKRs and Metrics

Steve knows that “just building a product” is not enough. He wants to focus on outcomes
and impacts for users and his company. Steve has heard OKRs can help drive this think-
ing.

PROMPT 2: CREATE OKRS

Create Objectives and Key Results for a platform application that helps meet and
beat our Ofcom Quality of Service targets and drives up end customer satisfaction by
providing the correct information to the engineer through an app to assign the work to
the correct skilled engineer.

RESPONSE 2: CREATE OKRS

Sure, Steve! Here are some Objective and Key Results (OKRs) for a platform application
designed to help meet and exceed Ofcom Quality of Service targets and improve cus-
tomer satisfaction by providing accurate information to engineers and assigning tasks to
the correct skilled engineer.

Objective 1: Enhance Network Reliability and Performance

1. Key Results:
• Reduce Network Downtime: Achieve a 20% reduction in network down-
time by the end of Q2.
• Improve Incident Response Time: Decrease average incident response
time by 30% within six months.
• Increase Predictive Maintenance: Implement predictive maintenance fea-
tures to identify and address 80% of potential issues before they impact
service.
Objective 2: Optimize Engineer Task Assignment
1. Key Results:
• Increase Task Accuracy: Ensure 95% of tasks are assigned to the correctly
skilled engineer by the end of Q1.

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 • Enhance Task Completion Rate: Achieve a 15% increase in first-time task
completion rates within three months.
• Reduce Task Reassignment: Decrease task reassignment rates by 25% by
the end of Q2.
Objective 3: Improve Customer Satisfaction
1. Key Results:
• Boost Customer Satisfaction Scores: Increase customer satisfaction scores
by 10% within six months.
• Reduce Customer Complaints: Achieve a 20% reduction in customer com-
plaints related to service quality by the end of Q2.
• Enhance Communication: Implement real-time updates for customers on
service status, achieving a 90% positive feedback rate on communication.
Objective 4: Streamline Information Delivery to Engineers
1. Key Results:
• Improve Information Accuracy: Ensure 98% accuracy in the information
provided to engineers through the app by the end of Q1.
• Enhance Information Accessibility: Reduce the time engineers spend
searching for information by 50% within three months.
• Increase App Usage: Achieve a 90% adoption rate of the app among engi-
neers by the end of Q2.
Objective 5: Drive Continuous Improvement and Innovation
1. Key Results:
• Implement Feedback Loop: Establish a feedback loop with engineers to
gather insights and suggestions, achieving a 75% participation rate within
six months.
• Release Regular Updates: Roll out app updates with new features and
improvements every quarter.
• Monitor and Analyze Performance: Use analytics to track app performance
and user behavior, identifying and addressing 90% of issues within one
month of detection.

Would you like to dive deeper into any of these OKRs or discuss additional objectives?

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Prioritize Tasks

Steve understands that if he has too much on his to-do list at one time, nothing gets
done! He knows prioritization is crucial to the PO function. But what should he prioritize
to maximize value, and why?

PROMPT 3: PRIORITIZE TASKS

Great. Now, can you help me prioritize which one to start first based on impact and
the 80-20 principle?

RESPONSE 3: PRIORITIZE TASKS

High-Impact Priorities
1. Objective 2: Optimize Engineer Task Assignment
• Key Result 1: Increase Task Accuracy
• Key Result 2: Enhance Task Completion Rate
• Key Result 3: Reduce Task Reassignment
• Reasoning: Ensuring tasks are assigned to the correctly skilled engineer will
significantly impact network reliability and customer satisfaction. Accurate
task assignment can lead to faster issue resolution, fewer reassignments,
and higher first-time completion rates, directly improving service quality
and reducing downtime.

2. Objective 1: Enhance Network Reliability and Performance

• Key Result 1: Reduce Network Downtime
• Key Result 2: Improve Incident Response Time
• Key Result 3: Increase Predictive Maintenance
• Reasoning: Reducing network downtime and improving incident response
times are critical for maintaining high service quality. Implementing predic-
tive maintenance can prevent issues before they occur, further enhancing
network reliability and performance.

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Medium-Impact Priorities
3. Objective 3: Improve Customer Satisfaction
• Key Result 1: Boost Customer Satisfaction Scores
• Key Result 2: Reduce Customer Complaints
• Key Result 3: Enhance Communication
• Reasoning: Improving customer satisfaction is essential for retaining cus-
tomers and building a positive reputation. Enhancing communication and
reducing complaints will directly contribute to higher satisfaction scores.

4. Objective 4: Streamline Information Delivery to Engineers

• Key Result 1: Improve Information Accuracy
• Key Result 2: Enhance Information Accessibility
• Key Result 3: Increase App Usage
• Reasoning: Providing engineers with accurate and easily accessible infor-
mation will improve their efficiency and effectiveness in the field. High app
adoption rates will ensure that the platform’s benefits are fully realized.

Lower-Impact Priorities
5. Objective 5: Drive Continuous Improvement and Innovation
• Key Result 1: Implement Feedback Loop
• Key Result 2: Release Regular Updates
• Key Result 3: Monitor and Analyze Performance
• Reasoning: While continuous improvement and innovation are important,
they are ongoing processes that will benefit from the foundation laid by
the higher-impact objectives. Regular updates and feedback loops will
ensure the platform evolves to meet changing needs.

Prioritization Summary
• Optimize Engineer Task Assignment (High Impact)
• Enhance Network Reliability and Performance (High Impact)
• Improve Customer Satisfaction (Medium Impact)
• Streamline Information Delivery to Engineers (Medium Impact)
• Drive Continuous Improvement and Innovation (Lower Impact)

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By focusing on optimizing task assignments and enhancing network reliability first, you’ll
address the most critical areas that will yield the highest impact on service quality and
customer satisfaction. Once these foundations are strong, you can move on to improving
customer satisfaction, streamlining information delivery, and driving continuous improve-
ment. Would you like to discuss any of these priorities in more detail or explore additional
strategies?

Develop the Product Vision

Having used the AI/LLM to help him understand his priorities and associated rationale,
Steve wants to create a compelling vision that he can share with management, his users,
stakeholders, and his team.

PROMPT 4: DEVELOP THE PRODUCT VISION

Develop a product vision for a platform application that helps us meet and beat our
Ofcom Quality of Service targets and drives up end customer satisfaction by providing
the correct information to the engineer through an app that assigns the work to the
correct skilled engineer in the telecom industry.

RESPONSE 4: DEVELOP THE PRODUCT VISION

Product Vision for Telecom Engineer Platform Application
Vision Statement: To revolutionize the telecom industry by creating a cutting-edge plat-
form that empowers engineers with precise, real-time information and intelligent task
assignment, ensuring exceptional network reliability, compliance with Ofcom Quality of
Service targets, and unparalleled customer satisfaction.

Key Components of the Vision:

• Empower Engineers with Real-Time Information:
• Objective: Provide engineers with accurate, up-to-date information to enhance
their efficiency and effectiveness in the field.
• Features: Real-time data feeds, predictive analytics, and intuitive dashboards
that display critical network metrics and alerts.

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Intelligent Task Assignment:
• Objective: Ensure tasks are assigned to the most appropriately skilled engi-
neers, optimizing resource utilization and reducing resolution times.
• Features: AI-driven task assignment algorithms that match tasks with engineers
based on skill sets, availability, and proximity.
Enhance Network Reliability and Performance:
• Objective: Minimize network downtime and improve overall performance to
meet and exceed Ofcom Quality of Service targets.
• Features: Predictive maintenance tools, automated incident response systems,
and continuous network monitoring.
Boost Customer Satisfaction:
• Objective: Deliver superior service quality and proactive communication to
enhance customer satisfaction and loyalty.
• Features: Customer feedback loops, real-time service updates, and AI-pow-
ered customer support.
Streamline Engineer Workflows:
• Objective: Simplify and streamline the workflows of field engineers to increase
productivity and reduce operational costs.
• Features: Mobile app with AR-based repair guides, remote expert assistance,
and seamless integration with existing systems.
Foster Continuous Improvement and Innovation:
• Objective: Create a culture of continuous improvement and innovation to stay
ahead of industry trends and technological advancements.
• Features: Regular app updates, feedback mechanisms, and advanced training
programs using VR and e-learning platforms.
Long-Term Goals:
• Achieve Industry Leadership: Position the platform as the leading solution for
telecom network management and engineer support.
• Expand Capabilities: Continuously expand the platform’s capabilities to
address emerging challenges and opportunities in the telecom sector.
• Drive Sustainability: Incorporate sustainable practices and technologies to
reduce the environmental impact of telecom operations.

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Success Metrics:
• Network Downtime Reduction: Achieve a significant reduction in network
downtime.
• Task Assignment Accuracy: Ensure a high percentage of tasks are correctly
assigned to the appropriate engineers.
• Customer Satisfaction Scores: Increase customer satisfaction scores and reduce
complaints.
• Engineer Productivity: Improve engineer productivity and task completion rates.

By focusing on these key components and long-term goals, the platform will not only
meet but exceed Ofcom Quality of Service targets, driving up end customer satisfaction
and setting new standards in the telecom industry. Would you like to explore any specific
aspects of this vision in more detail?

Using the AI/LLM, Steve has been able to complete the discovery phase for his prod-
uct faster than he ever thought possible. As a new PO, it provided him with ideas he
hadn’t thought of and highlighted considerations that he may have missed.
He knows the AI/LLM cannot do his job for him, but he is finding it enables him to
have more meaningful conversations with management, his users, stakeholders, and his
team, making the best use of his own and everyone else’s limited time. He now embarks
upon the Define phase.

DEFINE

Create Personae and Empathy Maps

PROMPT 5: CREATE PERSONAE

Create a persona of an engineer working in the telecom industry. Include a short
description and a “what I need” statement summarizing their greatest needs, chal-
lenges, aspirations, fears, responsibilities, and technological opportunities that can
solve their challenges.

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RESPONSE 5: CREATE PERSONAE
Persona: Telecom Engineer
Name: Rajesh Kumar
Age: 35
Role: Senior Network Engineer
Location: Chennai, India
Experience: 10 years in the telecom industry

Short Description
Rajesh is a dedicated and experienced senior network engineer working for a leading
telecom company. He is responsible for maintaining network reliability, troubleshooting
issues, and ensuring seamless connectivity for customers.

“What I Need” Statement

“I need a reliable and efficient way to access accurate information and tools that help me
quickly resolve network issues and optimize performance, so I can ensure high-quality
service for our customers.”

Challenges
• Network Downtime: Frequent outages and the pressure to restore services
quickly.
• Complex Infrastructure: Managing a vast and intricate network with multiple
components.
• Data Overload: Handling and analyzing large volumes of data from various
sources.
• Field Work: Accessing remote sites and performing on-site repairs can be
challenging.
• Coordination: Ensuring effective communication and coordination among
team members.
• Cybersecurity Threats: Protecting the network from cyber-attacks and unautho-
rized access.
• Keeping Up with Technology: Staying updated with the latest technological
advancements.

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Aspirations
• Professional Growth: Rajesh aspires to advance his career and take on more
leadership roles.
• Technical Mastery: He aims to become an expert in the latest telecom technol-
ogies.
• Customer Satisfaction: Rajesh wants to ensure that customers receive the best
possible service.
• Innovation: He is passionate about implementing innovative solutions to
improve network performance.

Biggest Fears
• Service Failures: Fear of prolonged network outages affecting customer satis-
faction.
• Security Breaches: Concern about potential cyber-attacks compromising net-
work integrity.
• Technological Obsolescence: Worry about falling behind in technological
advancements.
• Work Overload: Fear of being overwhelmed by the volume of tasks and
responsibilities.

Responsibilities
• Network Maintenance: Ensuring the network is operational and performing
optimally.
• Troubleshooting: Diagnosing and resolving network issues promptly.
• Upgrades and Implementations: Installing and configuring new network com-
ponents.
• Data Analysis: Analyzing network performance data to identify and address
issues.
• Team Coordination: Collaborating with other engineers and departments to
ensure smooth operations.
• Customer Support: Assisting with customer inquiries and resolving service-re-
lated issues.

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Technological Opportunities
• AI-Powered Monitoring: Implementing AI to monitor network performance
and predict issues.
• AR Repair Guides: Using augmented reality to provide step-by-step repair
instructions.
• IoT Integration: Deploying IoT sensors for real-time data collection and analysis.
• Digital Twins: Creating digital replicas of network components for simulation
and testing.
• Unified Communication Platforms: Enhancing team coordination with inte-
grated communication tools.
• Big Data Analytics: Leveraging big data to gain insights into network perfor-
mance and customer behavior.
• Cybersecurity Enhancements: Using advanced security technologies to protect
the network.

By addressing Rajesh’s challenges and leveraging technological opportunities, we can

create a platform that not only meets his needs but also drives up customer satisfaction
and ensures compliance with industry standards. Would you like to explore any specific
aspects of this persona further?

Create Empathy Map

Steve would now like a deeper understanding of his users and engineers within the tele-
coms sector. Steve believes an empathy map might help. He recognizes the necessity of
observing and speaking with users. He thinks the AI/LLM might assist him in consider-
ing some structured questions.

PROMPT 6: CREATE AN EMPATHY MAP

Create an empathy map in tabular format for a platform application that helps us
meet and beat our Ofcom Quality of Service targets and drive up end customer satis-
faction by providing the correct information to the engineer through an app to assign
the work to the correct skilled engineer.

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RESPONSE 6: CREATE AN EMPATHY MAP
Here’s an empathy map in tabular format for the platform application designed to help
meet and exceed Ofcom Quality of Service targets and improve customer satisfaction
by providing accurate information to engineers and assigning tasks to the correct skilled
engineer.

EMPATHY MAP DETAILS

WHO Rajesh Kumar, Senior Network Engineer
“I need reliable and efficient tools to quickly resolve network issues and
WHAT THEY SAY
optimize performance.”
“Am I equipped with the right information and tools to handle complex
WHAT THEY THINK
network problems?”
- Frustration when dealing with frequent network outages and complex
infrastructure.
WHAT THEY FEEL - Pressure to restore services quickly and meet customer expectations.
- Concern about cybersecurity threats and staying updated with tech-
nology.
- Troubleshoot and resolve network issues.
- Perform maintenance and upgrades.
WHAT THEY DO
- Analyze network performance data.
- Coordinate with team members and assist customers.
- Frequent network downtime.
- Handling large volumes of data.
PAINS - Accessing remote sites for repairs.
- Ensuring effective communication and coordination.
- Protecting the network from cyber-attacks.
- Improved network reliability and performance.
- Efficient task assignment and reduced resolution times.
GAINS - Enhanced customer satisfaction and reduced complaints.
- Streamlined workflows and increased productivity.
- Continuous professional growth and technical mastery.

This empathy map helps us understand Rajesh’s needs, thoughts, feelings, actions, pains,
and gains, allowing us to design a platform that effectively addresses his challenges and
enhances his work experience. Would you like to explore any specific aspects of this
empathy map further?

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Develop Requirements

Satisfied that he now understands his users and their pain points well enough to proceed,
Steve now wants to draft some epics and features; the requirements or, more accurately,
the problem statements and challenges that were uncovered during the discover phase.
Through developing epics and, moreover, features, he is moving from problem space to
solution space.

PROMPT 7: CREATE AN IMPACT MAP

Create an impact map in tabular format to create the epics and features for a plat-
form application that helps us meet and beat our Ofcom Quality of Service targets and
drive up end customer satisfaction by providing the correct information to the engineer
through an app to assign the work to the correct skilled engineer.

RESPONSE 7: IMPACT
Here’s an impact map in tabular format to create the epics and features for the plat-
form application aimed at meeting and exceeding Ofcom Quality of Service targets and
enhancing customer satisfaction by providing accurate information to engineers and
assigning tasks to the correct skilled engineer.

Goal Actor Impact Epic Features

Improve network Network - Real-time network monitoring
Meet and reliability and Monitoring and - Predictive maintenance tools
exceed Ofcom performance. Management - Automated incident response
Engineers
Quality of - AI-driven task assignment
Reduce network Task Assignment
Service targets. - Skill-based task matching
downtime. Optimization
- Task reassignment reduction
- Real-time service updates
Increase service
Customer - Proactive issue notifications
quality and reli-
Communication - Customer feedback integra-
ability.
Enhance tion
customer Customers - AI-powered virtual assistants
satisfaction. - Predictive analytics for cus-
Reduce customer Customer Support
tomer issues
complaints. Enhancement
- Enhanced support ticketing
system

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Goal Actor Impact Epic Features
Improve task - Real-time data feeds
Information
efficiency and - Intuitive dashboards
Provide accurate Delivery
accuracy. - Predictive analytics
information to Engineers
- AR-based repair guides
engineers. Enhance fieldwork AR and Remote
- Remote expert support
efficiency. Assistance
- Mobile app integration
- AI-driven task assignment
Optimize resource Task Assignment
- Skill-based task matching
Assign tasks utilization. Optimization
- Task reassignment reduction
to the correct Engineers
Increase first-time - VR training modules
skilled engineer. Training and
task completion - E-learning platform
Development
rates. - Certification programs

Explanation of Epics and Features

1. Network Monitoring and Management
• Real-time network monitoring: Tools to continuously monitor network per-
formance.
• Predictive maintenance tools: Systems to predict and prevent potential
issues.
• Automated incident response: Automated workflows to quickly address
network incidents.
2. Task Assignment Optimization
• AI-driven task assignment: Algorithms to assign tasks based on skills and
availability.
• Skill-based task matching: Ensuring tasks are matched with the right engi-
neers.
• Task reassignment reduction: Minimizing the need for task reassignments.
3. Customer Communication
• Real-time service updates: Keeping customers informed about service
status.
• Proactive issue notifications: Alerting customers about potential issues
before they occur.
• Customer feedback integration: Incorporating customer feedback into
service improvements.

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 4. Customer Support Enhancement
• AI-powered virtual assistants: Chatbots to handle routine inquiries.
• Predictive analytics for customer issues: Using data to predict and address
customer problems.
• Enhanced support ticketing system: Improving the efficiency of handling
customer support tickets.
5. Information Delivery
• Real-time data feeds: Providing engineers with up-to-date information.
• Intuitive dashboards: Visualizing key metrics and alerts.
• Predictive analytics: Analyzing data to provide actionable insights.
6. AR and Remote Assistance
• AR-based repair guides: Augmented reality instructions for field repairs.
• Remote expert support: Allowing remote experts to assist field engineers.
• Mobile app integration: Ensuring all tools are accessible via a mobile app.
7. Training and Development
• VR training modules: Virtual reality training for various scenarios.
• E-learning platform: Online courses and certifications.
• Certification programs: Formal certifications to validate skills.

This impact map helps prioritize the development of features that will have the most
significant impact on meeting Ofcom Quality of Service targets and improving customer
satisfaction. Would you like to explore any specific epics or features in more detail?

DEVELOP

Create Journey Maps and Story Maps

Armed with his initial epics and features, the define phase is complete. Steve wonders if
the AI/LLM can also assist him with the develop phase. He’s heard that journey maps and
story maps are useful techniques.

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 PROMPT 8: CREATE JOURNEY MAP
Create a journey map in tabular format for a platform application that helps us meet
and beat our Ofcom Quality of Service targets and drive up end customer satisfaction
by providing the correct information to the engineer through an app to assign the work
to the correct skilled engineer.

RESPONSE 8: CREATE JOURNEY MAP

Here’s a journey map in tabular format for the platform application designed to help
meet and exceed Ofcom Quality of Service targets and enhance customer satisfaction
by providing accurate information to engineers and assigning tasks to the correct skilled
engineer.

Desired Out-
Stage Engineer Actions Touchpoints Pain Points Opportunities
comes
- Recognizes the - Company - Lack of - Clear communica- - Engineers
need for a reliable announcements awareness tion of benefits. understand the
tool to manage - Training sessions about the plat- - Demonstrations platform’s value.
network issues. - Internal form’s benefits. and success stories. - Increased inter-
1. Awareness - Learns about the newsletters - Initial est in using the
platform through resistance to platform.
internal communi- change.
cations or training
sessions.
- Smooth
- Registers and sets - Simplified
- Onboarding - Complexity of onboarding
up the platform. onboarding
emails initial setup. experience.
2. Onboarding - Completes initial process.
- Training modules - Learning curve - Engineers feel
training on using the - Interactive
- User manuals for new users. confident using
app. training sessions.
the platform.
- Receives tasks
- Accurate task
assigned based on - Inaccurate task - AI-driven task
- Mobile app notifi- assignments.
3. Task skills and availability. assignments. assignment.
cations - Engineers are
Assignment - Reviews task - Lack of clarity - Clear and detailed
- Task dashboard well-prepared for
details and prepares in task details. task information.
tasks.
for execution.

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 Desired Out-
Stage Engineer Actions Touchpoints Pain Points Opportunities
comes
- Uses the app to
- Difficulty - AR-based repair
access real-time
accessing guides. - Efficient task
information and - Mobile app
remote sites. - Real-time data execution.
4. Task Execution repair guides. - AR repair guides
- Incomplete feeds. - Reduced task
- Completes tasks - Remote support
or outdated - Remote expert completion time.
and updates status
information. assistance.
in the app.
- Submits task com- - Time-consum- - Streamlined
pletion reports. - Mobile app ing reporting - Automated reporting.
5. Reporting and - Provides feedback - Feedback forms process. reporting. - Continuous
Feedback on the platform and - Performance - Lack of feed- - Integrated feed- improvement
task assignment dashboards back mecha- back system. based on
process. nisms. feedback.
- Participates in - E-learning plat- - Keeping up - Engineers stay
- Regular training
ongoing training form with frequent updated with the
6. Continuous sessions.
and development. - Regular app updates. - Bal- latest features.
Improvement - User-friendly
- Adopts new fea- updates ancing training - Continuous skill
updates.
tures and updates. - Training sessions with daily tasks. enhancement.

Explanation of Stages
• Awareness: Engineers become aware of the platform and its benefits through
company communications and training sessions.
• Onboarding: Engineers register, set up the platform, and complete initial train-
ing to understand how to use the app effectively.
• Task Assignment: Engineers receive tasks assigned based on their skills and
availability, with clear and detailed task information.
• Task Execution: Engineers use the app to access real-time information, AR
repair guides, and remote support to complete tasks efficiently.
• Reporting and Feedback: Engineers submit task completion reports and pro-
vide feedback on the platform and task assignment process.
• Continuous Improvement: Engineers participate in ongoing training and devel-
opment, adopting new features and updates to enhance their skills and effi-
ciency.

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This journey map outlines the key stages and actions of engineers using the platform,
highlighting pain points and opportunities to improve their experience and achieve
desired outcomes. Would you like to explore any specific stages or details further?

PROMPT 9: CREATE A STORY MAP

Create a user story map in tabular format for a platform application that helps us
meet and beat our Ofcom Quality of Service targets and drive up end customer satis-
faction by providing the correct information to the engineer through an app to assign
the work to the correct skilled engineer.

RESPONSE 9: CREATE A STORY MAP

User Activities User Stories Tasks Features

As an engineer, I want to easily - User registration
- Register on the platform
register and set up the plat- - Profile management
1. Onboarding - Complete profile setup
form so that I can start using it - Interactive training
- Attend initial training
quickly. modules
- AI-driven task
As an engineer, I want to receive - Receive task notifica- assignment
2. Task tasks that match my skills and tions - Skill-based task
Assignment availability so that I can effi- - Review task details matching
ciently complete them. - Accept or decline tasks - Task notification
system
- Real-time data feeds
As an engineer, I want to access - Access task details
- AR-based repair
real-time information and repair - Use AR repair guides
3. Task Execution guides
guides to complete tasks accu- - Request remote support
- Remote expert assis-
rately and efficiently. if needed
tance
- Complete task - Automated reporting
As an engineer, I want to submit
- Submit task report - Feedback forms
4. Reporting task completion reports easily so
- Provide feedback on the - Performance dash-
that I can keep track of my work.
task boards
- Enroll in training pro-
As an engineer, I want to par- - E-learning platform
grams
5. Continuous ticipate in ongoing training and - VR training modules
- Complete e-learning
Improvement development to stay current - Certification pro-
courses
with the latest technologies. grams
- Obtain certifications

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User Activities User Stories Tasks Features
- Real-time service
- Receive service updates
As a customer, I want to receive updates
- Provide feedback on
6. Customer real-time updates on service sta- - Customer feedback
service
Communication tus so that I am informed about integration
- Access support if
any issues or resolutions. - AI-powered virtual
needed
assistants

Disaggregate High-Level Features into Stories

PROMPT 10: SPLIT FEATURES INTO STORIES

For the user story map generated in the last prompt, split the high-level feature into
user stories

RESPONSE 10 – SPLIT FEATURES INTO STORIES

Sure, Steve! Here’s a detailed breakdown of the high-level features into specific user sto-
ries in tabular format:

Feature User Stories

- As a new engineer, I want to create an account so that I can access the
platform.
- As an engineer, I want to verify my email address so that my account is
User Registration
secure.
- As an engineer, I want to set up my profile so that my skills and availability
are accurately reflected.
- As an engineer, I want to update my profile information so that it remains
current.
Profile Management
- As an engineer, I want to add my certifications and skills to my profile so
that I receive relevant tasks.
- As a new engineer, I want to complete onboarding training so that I under-
Interactive Training stand how to use the platform.
Modules - As an engineer, I want to access training modules on new features so that I
stay updated.
- As an engineer, I want to receive tasks that match my skills so that I can
AI-Driven Task complete them efficiently.
Assignment - As an engineer, I want to receive tasks based on my availability so that I can
manage my workload.

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Feature User Stories
- As an engineer, I want tasks to be assigned based on my specific skills so
that I can perform them effectively.
Skill-Based Task Matching
- As a manager, I want to ensure tasks are matched to the most qualified
engineers so that we maintain high service quality.
- As an engineer, I want to receive notifications for new tasks so that I am
aware of my assignments.
Task Notification System
- As an engineer, I want to receive reminders for upcoming tasks so that I can
prepare in advance.
- As an engineer, I want to access real-time network data so that I can make
informed decisions.
Real-Time Data Feeds
- As an engineer, I want to receive alerts for network issues so that I can
respond quickly.
- As an engineer, I want to use AR guides to assist with repairs so that I can
complete tasks accurately.
AR-Based Repair Guides
- As an engineer, I want step-by-step AR instructions for complex tasks so
that I reduce errors.

- As an engineer, I want to request remote assistance from experts so that I

can get help with difficult tasks.
Remote Expert Assistance
- As an expert, I want to provide remote support to field engineers so that
issues are resolved efficiently.

- As an engineer, I want to submit task completion reports automatically so

that I save time.
Automated Reporting
- As a manager, I want to receive automated reports on task completion so
that I can monitor performance.
- As an engineer, I want to provide feedback on tasks so that the process can
be improved.
Feedback Forms
- As a manager, I want to collect feedback from engineers so that we can
enhance the platform.
- As an engineer, I want to view my performance metrics so that I can track
my progress.
Performance Dashboards
- As a manager, I want to analyze team performance through dashboards so
that I can identify areas for improvement.
- As an engineer, I want to enroll in online courses so that I can enhance my
skills.
E-Learning Platform
- As an engineer, I want to complete certifications through the e-learning
platform so that I can validate my expertise.
- As an engineer, I want to participate in VR training sessions so that I can
practice real-world scenarios.
VR Training Modules
- As a trainer, I want to create VR training modules so that engineers can
learn in an immersive environment.

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Feature User Stories
- As an engineer, I want to obtain certifications for completing training pro-
grams so that I can advance my career.
Certification Programs
- As a manager, I want to track the certifications of my team so that I can
assign tasks based on verified skills.

- As a customer, I want to receive real-time updates on service status so that

Real-Time Service I am informed about any issues.
Updates - As a customer, I want to be notified when a service issue is resolved so that
I know when normal service resumes.

- As a customer, I want to provide feedback on the service so that my con-

Customer Feedback cerns are addressed.
Integration - As a manager, I want to analyze customer feedback so that we can improve
service quality.

- As a customer, I want to interact with a virtual assistant for quick support so

AI-Powered Virtual Assis- that my issues are resolved promptly.
tants - As a support manager, I want to deploy AI assistants to handle routine
inquiries so that human agents can focus on complex issues.

This detailed breakdown of features into user stories will help in planning and prioritizing
the development tasks for the platform application. Would you like to explore any spe-
cific user stories or features in more detail?

Write User Stories and Acceptance Criteria

PROMPT 11: WRITE ACCEPTANCE CRITERIA

For the user story generated in the last prompt, write the acceptance criteria in
given-then-when format. You are an expert business analyst.

RESPONSE 11: WRITE ACCEPTANCE CRITERIA

Sure, Steve! Here are the acceptance criteria for the user stories in the given-then-when
format:

User Registration
User Story: As a new engineer, I want to create an account to access the platform.
• Given a new engineer is on the registration page,

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 • When they enter valid details and submit the form,
• Then their account should be created, and they should receive a confirmation
email.

User Story: As an engineer, I want to verify my email address to ensure the security of my
account.
• Given an engineer has registered,
• When they click on the verification link sent to their email,
• Then their email should be verified, and they should be able to log in.

User Story: As an engineer, I want to set up my profile so that my skills and availability are
accurately reflected.
• Given an engineer has logged in for the first time,
• When they complete the profile setup form,
• Then their profile should be saved with the entered details.

Profile Management
User Story: As an engineer, I want to update my profile information so that it remains
current.
• Given an engineer is on their profile page,
• When they update their information and save changes,
• Then the updated information should be reflected in their profile.

User Story: As an engineer, I want to add my certifications and skills to my profile so that
I receive relevant tasks.
• Given an engineer is on their profile page,
• When they add new certifications and skills and save changes,
• Then the new certifications and skills should be saved and displayed in their
profile.

Interactive Training Modules

User Story: As a new engineer, I want to complete onboarding training to learn how to
use the platform.

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 • Given a new engineer has logged in,
• When they access the training module and complete the lessons,
• Then they should receive a completion certificate and be marked as trained.

User Story: As an engineer, I want to access training modules on new features so that I
stay updated.
• Given an engineer is logged in,
• When they access and complete a new training module,
• Then their training status should be updated, and they should receive a notifi-
cation of completion.

AI-Driven Task Assignment

User Story: As an engineer, I want to receive tasks that match my skills so that I can com-
plete them efficiently.
• Given an engineer is available for tasks,
• When a new task is created that matches their skills,
• Then the task should be assigned to them, and they should receive a notifica-
tion.

User Story: As an engineer, I want to receive tasks based on my availability so that I can
manage my workload.
• Given an engineer has set their availability,
• When a new task is created,
• Then the task should be assigned based on their availability, and they should
receive a notification.

Skill-Based Task Matching

User Story: As an engineer, I want tasks assigned to me based on my specific skills so that
I can perform them effectively.
• Given an engineer has updated their skills in their profile,
• When a new task requiring those skills is created,
• Then the task should be assigned to them, and they should receive a notifica-
tion.

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User Story: As a manager, I want to ensure tasks are matched to the most qualified engi-
neers so that we maintain high service quality.
• Given a task is created,
• When the system matches the task to an engineer,
• Then the task should be assigned to the most qualified engineer based on
skills and availability.

Task Notification System

User Story: As an engineer, I want to receive notifications for new tasks so that I am aware
of my assignments.
• Given a new task is assigned to an engineer,
• When the task is created,
• Then the engineer should receive a notification with task details.

User Story: As an engineer, I want to receive reminders for upcoming tasks so that I can
prepare in advance.
• Given an engineer has upcoming tasks,
• When the task start time is approaching,
• Then the engineer should receive a reminder notification.

Real-Time Data Feeds

User Story: As an engineer, I want to access real-time network data so that I can make
informed decisions.
• Given an engineer is logged into the platform,
• When they access the network data dashboard,
• Then they should see real-time data updates.

User Story: As an engineer, I want to receive alerts for network issues so that I can respond
quickly.
• Given a network issue is detected,
• When the system identifies the issue,

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 • Then the engineer should receive an alert with details of the issue.

AR-Based Repair Guides

User Story: As an engineer, I want to use AR guides to assist with repairs so that I can
complete tasks accurately.
• Given an engineer is on-site for a repair,
• When they access the AR guide through the app,
• Then they should see step-by-step instructions overlaid on the equipment.

User Story: As an engineer, I want step-by-step AR instructions for complex tasks so that
I reduce errors.
• Given an engineer is performing a complex task,
• When they use the AR guide,
• Then they should receive detailed, step-by-step instructions.

Remote Expert Assistance

User Story: As an engineer, I want to request remote assistance from experts so that I can
get help with difficult tasks.
• Given an engineer encounters a difficult task,
• When they request remote assistance through the app,
• Then an expert should be notified and able to provide support.

User Story: As an expert, I want to provide remote support to field engineers so that
issues are resolved efficiently.
• Given an expert receives a support request,
• When they connect with the field engineer,
• Then they should be able to provide real-time assistance.

Automated Reporting
User Story: As an engineer, I want to submit task completion reports automatically so that
I save time.
• Given an engineer completes a task,

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 • When they mark the task as complete,
• Then the system should generate and submit a completion report automati-
cally.

User Story: As a manager, I want to receive automated reports on task completion so that
I can monitor performance.
• Given tasks are completed,
• When the system generates reports,
• Then the manager should receive periodic reports summarizing task comple-
tion and performance metrics.

Feedback Forms
User Story: As an engineer, I want to provide feedback on tasks so that the process can
be improved.
• Given an engineer completes a task,
• When they access the feedback form,
• Then they should be able to submit their feedback easily.

User Story: As a manager, I want to collect feedback from engineers so that we can
enhance the platform.
• Given feedback is submitted,
• When the manager reviews the feedback,
• Then they should see aggregated feedback and suggestions for improvement.

Performance Dashboards
User Story: As an engineer, I want to view my performance metrics and track my progress.
• Given an engineer logs into the platform,
• When they access the performance dashboard,
• Then they should see their key performance metrics and trends.

User Story: As a manager, I want to analyze team performance through dashboards to

identify areas for improvement.

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 • Given a manager accesses the platform,
• When they view the team performance dashboard,
• Then they should see detailed performance metrics and insights.

E-Learning Platform
User Story: As an engineer, I want to take online courses to enhance my skills.
• Given an engineer is logged into the platform,
• When they browse available courses,
• Then they should be able to enroll in and start courses.

User Story: As an engineer, I want to complete certifications through the e-learning plat-
form so that I can validate my expertise.
• Given an engineer completes a course,
• When they pass the certification exam,
• Then they should receive a certification and have it added to their profile.

VR Training Modules
User Story: As an engineer, I want to participate in VR training sessions to practice real-
world scenarios.
• Given an engineer is scheduled for VR training,
• When they start the VR session,
• Then they should experience an immersive training environment.

User Story: As a trainer, I want to create VR training modules so that engineers can learn
in an immersive environment.
• Given a trainer is developing a new module,
• When they design and publish the VR training,
• Then engineers should be able to access and complete the training.

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Develop Product Roadmaps

PROMPT 12: ROADMAPS

Develop a product roadmap with features created through impact mapping for a
platform application that helps us meet and beat our Ofcom Quality of Service targets
and drive up end customer satisfaction by providing the correct information to the engi-
neer through an app to assign the work to the correct skilled engineer.

Create the roadmap in Excel. We will be using a two-week sprint for execution and
four developers, two testers, and one end-to-end designer. We will be following the
scrum methodology for execution. Include in the roadmap timeline for CST testing,
end-to-end testing development, and design. Show how many sprints it might take to
complete. Give me the product roadmap as a diagram.

RESPONSE 12: ROADMAPS

Sprint Feature Design Development CST Test- End-to-End

ing Testing

User Registration & Profile

1 Sprint 1 Sprint 1-2 Sprint 2 Sprint 3
Management

2 Interactive Training Modules Sprint 2 Sprint 2-3 Sprint 3 Sprint 4

3 AI-Driven Task Assignment Sprint 3 Sprint 3-4 Sprint 4 Sprint 5

4 Skill-Based Task Matching Sprint 4 Sprint 4-5 Sprint 5 Sprint 6

5 Task Notification System Sprint 5 Sprint 5-6 Sprint 6 Sprint 7

6 Real-Time Data Feeds Sprint 6 Sprint 6-7 Sprint 7 Sprint 8

AR-Based Repair Guides &

7 Sprint 7 Sprint 7-8 Sprint 8 Sprint 9
Remote Expert Assistance

Automated Reporting &

8 Sprint 8 Sprint 8-9 Sprint 9 Sprint 10
Feedback Forms

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Create Product Requirements Documents

PROMPT 13: CREATE PRODUCT REQUIREMENTS DOCUMENTS

Now with all the information in previous prompts and their outputs create a product
requirement document.

RESPONSE 13: CREATE PRODUCT REQUIREMENTS DOCUMENTS

The AI/LLM collates the output from all previous prompts into the format of a single doc-
ument. This output is not included here given, in terms of content, it simply returns the
outputs from the previous prompts.

Steve shares the Product Requirements Document with his team. He now wishes to
create release notes for his product.

Generate Release Notes

PROMPT 14: GENERATE RELEASE NOTES

Generate release notes. We are deploying the following features to live Optimize
Engineer Task Assignments and Streamline Information Delivery to Engineers. This is for
a platform application that helps meet and beat our Ofcom Quality of Service targets
and drives up end customer satisfaction by providing the correct information to the
engineer through an app to assign the work to the correct skilled engineer

RESPONSE 14: GENERATE RELEASE NOTES

Release Notes
Release Date: December 1, 2024
Platform Application Version: 1.2.0

New Features
Optimize Engineer Task Assignment

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 • AI-Driven Task Assignment: Tasks are now assigned to engineers based on
their specific skills and availability, ensuring that the most qualified engineer is
assigned to each task.
• Skill-Based Task Matching: The system matches tasks to engineers with the
appropriate skill sets, improving task efficiency and reducing the need for reas-
signment.
• Task Notification System: Engineers receive real-time notifications for new
tasks and reminders for upcoming tasks, helping them stay organized and
prepared.

Streamline Information Delivery to Engineers

• Real-Time Data Feeds: Engineers can now access real-time network data
through the platform, allowing them to make informed decisions quickly.
• Intuitive Dashboards: New dashboards provide a clear and concise view of key
network metrics and alerts, enhancing the ability to monitor and respond to
network issues.
• Predictive Analytics: The platform now includes predictive analytics to identify
potential network issues before they occur, enabling proactive maintenance
and reducing downtime.

Improvements
• Enhanced User Interface: The platform’s user interface has been updated for
better usability and navigation, making it easier for engineers to access the
information they need.
• Performance Optimization: Various performance improvements have been
made to ensure the platform runs smoothly and efficiently, even under heavy
load.

Bug Fixes
• Fixed: An issue where task notifications were not being sent to some engi-
neers.
• Fixed: A bug that caused delays in real-time data updates on the dashboard.
• Fixed: Minor UI glitches in the task assignment module.

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Known Issues
• Issue: Some users may experience delays in receiving task notifications during
peak hours. We are actively working on a fix for this issue.
• Issue: Predictive analytics may occasionally provide false positives. We are
refining the algorithms to improve accuracy.

Upcoming Features
• AR-Based Repair Guides: We are working on integrating augmented reality
repair guides to assist engineers with complex tasks.
• Remote Expert Assistance: Soon, engineers will be able to request real-time
support from remote experts directly through the platform.

We are excited to bring these new features and improvements to our platform, helping
us meet and exceed Ofcom Quality of Service targets and drive up customer satisfaction.
Thank you for your continued support and feedback.

For any questions or support, please contact our help desk at support@telecomplatform.
com.

End of Release Notes

Draft Communication Emails

With release notes in hand, Steve recognizes the importance of transparency and suc-
cinctly telling the story to management. He can sometimes find it challenging to strike
the right balance between sharing enough information and too much information and
calls upon the AI/LLM to assist.

PROMPT 15: DRAFT COMMUNICATION EMAILS

Generate a mail to the top management on the success of the live deployment of
the following features. State the benefits in terms of Objectives and Key Results. Fea-

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 tures to live Optimize Engineer Task Assignment, Streamline Information Delivery to
Engineers.

RESPONSE 15: DRAFT COMMUNICATION EMAILS

Email to Top Management
Subject: Successful Deployment of Key Features: Optimize Engineer Task Assignment
and Streamline Information Delivery

Dear [Top Management Team],

I am pleased to inform you that we have successfully deployed two critical features to our
platform application: Optimize Engineer Task Assignment and Streamline Information
Delivery to Engineers. This deployment marks a significant milestone in our ongoing
efforts to enhance network reliability, meet Ofcom Quality of Service targets, and drive
up customer satisfaction.

Benefits and Impact

1. Optimize Engineer Task Assignment

• Objective: Ensure tasks are assigned to the correctly skilled engineer to
improve efficiency and reduce resolution times.
• Key Result 1: Increase Task Accuracy: With AI-driven task assignments,
we now ensure that 95% of tasks are assigned to the most appropriately
skilled engineers.
• Key Result 2: Enhance Task Completion Rate: We anticipate a 15% increase
in first-time task completion rates, reducing the need for follow-up visits
and improving overall service efficiency.
• Key Result 3: Reduce Task Reassignment: By matching tasks based on skills
and availability, we expect a 25% reduction in task reassignments, leading
to more streamlined operations.

2. Streamline Information Delivery to Engineers

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 • Objective: Provide accurate and real-time information to engineers to
enhance their efficiency and effectiveness in the field.
• Key Result 1: Improve Information Accuracy: Engineers now have access
to real-time data feeds and intuitive dashboards, ensuring 98% accuracy in
the information provided.
• Key Result 2: Enhance Information Accessibility: The new features reduce
the time engineers spend searching for information by 50%, allowing them
to focus more on resolving issues.
• Key Result 3: Increase App Usage: With the improved user interface and
real-time data access, we aim to achieve a 90% adoption rate of the app
among engineers.

Expected Outcomes
• Enhanced Network Reliability: By optimizing task assignments and providing
real-time information, we expect a significant reduction in network downtime
and improved incident response times.
• Improved Customer Satisfaction: These features will help us deliver higher
service quality, leading to increased customer satisfaction scores and reduced
complaints.
• Operational Efficiency: Streamlined workflows and better resource utilization
will result in cost savings and more efficient operations.

We are confident that these enhancements will greatly contribute to our strategic goals
and help us maintain our competitive edge in the telecom industry. I would like to extend
my gratitude to the entire team for their hard work and dedication in making this deploy-
ment a success.

Thank you for your continued support.

Best regards,
[Your Name], [Your Position]
[Your Contact Information]
Feel free to adjust any details as needed. If you have any questions or need further infor-

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mation, please let me know!

Create Survey Questions to Solicit

Customer Feedback

Steve recognizes that eliciting customer feedback is crucial in enabling him to further
develop his Product. But what questions should he use?

PROMPT 16: CREATE SURVEY QUESTIONS

TO SOLICIT CUSTOMER FEEDBACK
Generate survey questions for customer feedback on the following features Opti-
mize Engineer Task Assignment, Streamline Information Delivery to Engineers. Ques-
tions to be open-ended

RESPONSE 16: CREATE SURVEY QUESTIONS

TO SOLICIT CUSTOMER FEEDBACK
Sure, here are some open-ended survey questions to gather customer feedback on the
features Optimize Engineer Task Assignment and Streamline Information Delivery to
Engineers:

Optimize Engineer Task Assignment

• How has the new task assignment feature impacted the efficiency of service
you receive?
• Can you describe any improvements you’ve noticed in the resolution times of
your service requests?
• How do you feel about the accuracy of the engineer assignments for your
service needs?
• What specific benefits have you experienced with the optimized task assign-
ment feature?
• Are there any challenges or issues you have encountered with the new task
assignment system?

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 • How has the task assignment feature affected your overall satisfaction with our
service?

Streamline Information Delivery to Engineers

• How has the real-time information delivery feature impacted the quality of
service you receive?
• Can you describe any improvements in the communication and updates you
receive about your service status?
• How do you feel about the accuracy and timeliness of the information pro-
vided by our engineers?
• What specific benefits have you experienced with the streamlined information
delivery feature?
• Are there any challenges or issues you have encountered with the new infor-
mation delivery system?
• How has the information delivery feature affected your overall satisfaction with
our service?

General Feedback
• What overall improvements have you noticed in our service since the imple-
mentation of these new features?
• Are there any additional features or improvements you would like to see in the
future?
• How likely are you to recommend our service to others based on your recent
experiences?

These questions should help gather detailed and valuable feedback from customers
regarding the new features. If you need any adjustments or additional questions, feel
free to let me know!

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DELIVER

Classify and Summarize Bugs

PROMPT 17: CLASSIFY AND SUMMARIZE BUGS

Here is the list of bugs created in the UAT environment. Can you summarize and
classify them? And also suggest how we can avoid this and capture this earlier. Can you
classify the bug into categories, and cluster them based on severity, and summarize the
count in each category?

Steve pastes the bug data into the AI/LLM.

RESPONSE 17: CLASSIFY AND SUMMARIZE BUGS

The AI/LLM responds accordingly. [This output cannot be included given this is an illus-
trative account only.]

Steve summarizes known bugs for management, prioritizes them, and ensures they
are scoped into future releases alongside additional features.

Summarize Customer Feedback and Solicit Suggestions

Steve now has a huge volume of verbatim feedback from his customers. Steve knows the
value that can be unlocked through truly understanding his customers, and it’s so often
within the verbatim feedback where the gems of insight reside. There’s just so much to
analyze, and he’s wary that he may transfer his own biases into the analysis. He turns to
the AI/LLM once more.

PROMPT 18: SUMMARIZE CUSTOMER FEEDBACK AND SOLICIT SUGGESTIONS

Here is some feedback from our customers. Can you categorize them into perfor-
mance issues, product issues, usability issues, and some more categories? Also, tell me
some action pointers to improve my product.

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RESPONSE 18: SUMMARIZE CUSTOMER FEEDBACK AND SOLICIT SUGGESTIONS
The AI/LLM responds accordingly. [This output cannot be included given this is an illus-
trative account only.]

Steve is amazed at the speed and accuracy with which the AI LLM has analyzed the
verbatim customer feedback. It has also returned some ideas he had not even remotely
considered.

CONCLUSION

In this white paper, we have explored the transformative potential of AI LLMs in revo-
lutionizing product management from ideation to implementation. By leveraging well-
crafted prompts, product owners and product managers can significantly enhance their
productivity, streamline their work, and ensure the development of high-quality prod-
ucts that meet user demands.
Through our detailed examination of each phase of the product life cycle - discover,
define, develop, and deliver, we have demonstrated how AI /LLMs can assist in brain-
storming ideas, creating OKRs, prioritizing tasks, developing product visions, and much
more.
The use of AI LLMs not only saves time but also brings a level of diligence and rigor to
tasks that might otherwise be overlooked, ultimately leading to better value realization
and improved product quality.
We have used a fictitious product and the persona of a new product owner to tell our
story. In practice, many of the techniques we have articulated within our prompts must
be conducted in collaboration with users, stakeholders, and developers. The function of
the AI LLM that we exhibit should thus be considered as analogous to that of a pair pro-
grammer.
Key takeaways from our paper include:

• Efficiency and productivity: AI LLMs can automate and optimize various tasks,
allowing POs and PMs to focus on strategic decision-making and innovation.

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 • Enhanced collaboration: By providing structured prompts and insights, AI
LLMs aid better communication and coordination among team members and
stakeholders.
• Improved quality: The use of AI LLMs in generating and refining product arti-
facts can lead to a reduction in defects and an improvement in product quality.
• User centric approach: Understanding and addressing user needs through
empathy maps, impact maps, and journey maps ensures that products are both
desirable and effective.

As we continue to integrate AI LLM usage into our product management processes,

we anticipate advancements in efficiency, quality, and customer satisfaction.
We hope this paper serves as a valuable resource for individuals and businesses look-
ing to harness the power of AI LLMs in their product management endeavors, by high-
lighting what’s possible through our illustrative but structured example.

ABOUT THE AUTHORS

Gayathri Shriram began her career in 2002 within Rittal before joining Synectix as a
design engineer in 2004. In 2006 she became a team leader for Changepond Technol-
ogies, subsequently progressing as an associate consultant for Siemens in 2008. She
joined TCS in 2012 as unit agile leader, driving TCS business and IT transformation, and
enabling the agile transformation of a leading UK telecommunications client, Openreach.
Gayathri spearheads several agile transformation initiatives across the Openreach Tribes
that collectively design, build, and maintain all systems that enable Openreach to func-
tion. She currently leads on requirements excellence and value stream mapping of the
business unit’s end-to-end process, also pioneering the use of AI/LLMs by product own-
ers and product managers. With a strong emphasis on agile values and principles, she
brings over twenty-three years of experience within IT, encompassing twelve years as an
agile coach, and finalist for the ITP Awards Innovator of Year.

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Mark Anning began his agile journey in 2005 applying lean thinking to network engi-
neering, prior to becoming a scrum master in 2006. As an agile transformation special-
ist between 2007 and 2014 he led numerous top-down transformation initiatives and
bottom-up lean continuous improvement activities, applying lean-agile thinking to solve
real-world problems and realize opportunities in diverse contexts. Between 2014 and
2019 he applied his experience in enabling the continuous professional development of
others as the learning partner to the pan-BT software engineering, network engineer-
ing, and testing professions. In 2019 he returned to the field of business transformation,
prior to joining Openreach as their lead agile coach in 2022.

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