Scott Guthrie had been tapped by Steve Ballmer to lead the company’s fast-growing cloud computing service, called Azure. Guthrie visited Azure customers, and their feedback about their experience with the service was clear: Azure’s underlying technology was good, but it was hard to use. Guthrie knew Azure would never meet its growth expectations until it was much more customer-friendly. But how could he get his colleagues to understand, viscerally, how far off-track they were?
He called an off-site meeting with his senior managers and software architects, and he gave them a challenge: Build an app using Azure, just as one of their customers might. It wasn’t supposed to be a difficult challenge. But the team struggled. Some execs couldn’t use certain features; others couldn’t even figure out how to sign up. Guthrie told Fortune’s Andrew Nusca, “It was a complete disaster.” Chastened, the executives resolved to fix the problems they’d encountered. By the end of their second day, they had produced a plan to rebuild Azure completely.
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*Source : The Power of Moments By Dan Heath and Chip Heath
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