The North Star Framework connects a guiding North Star Metric (NSM) to influential input metrics, the work teams perform, and longer-term business results and customer value. section 3.3.2
Use the framework to keep a guiding outcome meaningful and operational:
- Treat input metrics as leading indicators that predict future outcomes. section 3.3.2
- Connect inputs to research, design, software development, refactoring, prototyping, testing, and related work. section 3.3.2
- Choose an NSM that expresses value, represents vision and strategy, remains actionable, understandable, quantifiable, and avoids vanity measurement. section 3.3.2
Danske Bank’s PSD2 initiative
Danske Bank used the framework to coordinate a complex change initiative spanning systems, teams, and business domains. A PSD2 compliance effort revealed the need to redesign the product and customer experience, especially consent for retrieving account data. A cross-functional design sprint used the framework to connect the initiative’s strategy—the Why—to everyday work and team goals—the Way. section 3.3.3
Use the framework visualization to map the relationship between the North Star Metric, input metrics, team work, and business or customer outcomes. section 3.3.2
Figure 3.3 PSD2 design sprint empathy mapping—charting the path through a customer’s emotional journey
Use the PSD2 empathy map to examine the customer journey and identify experience concerns that strategy must address. section 3.3.3
