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Bread's Internal Process and Standard Operating Procedures Template
[This template serves as a functional checklist for the steps needed to take an idea, turn it into a feature, and go-to-market. To ensure successful execution and launch, it includes phase breakdowns, checklists, stakeholder details, and roles.]
Surveys, user interviews, competitor analysis, and general exploration
Content sourced from existing Feedback, churn insights, prioritization from CS leaders, and input from pre and post-sale leads
Engineering teams prioritization, sizing, and documentation needed to build DesignQA
High-level value proposition established
Development work needed to get feature enabled for Alpha testing
Product documentation
Epic and product stories
Technical stories
Pre-alpha to alpha testing
Determine testers - market, size, tech requirements, etc.
Metrics of testing
Timeline
Functionality included
Location count
Determine stats to track
Define when to move to the next phase
Beta Phase
Determine if it will be product-led or CS-led
Metrics of testing
Timeline
Functionality included
Location count
[Create a matrix with phases / deliverables in the rows, and stakeholders / accountabilities in the columns. The below table reflects examples, but should be customized to your project. To create accountability, we recommend using the RACI model:
Responsible. Those who do the work to complete the task.
Accountable. This person delegates work and is the last one to review the task or deliverable before it’s deemed complete.
Consulted. Every deliverable is strengthened by review and consultation from more than one team member. Consulted parties are typically the people who provide input based on either how it will impact their future project work or their domain of expertise on the deliverable itself.
Informed. These team members simply need to be kept in the loop on project progress, rather than roped into the details of every deliverable.]
Product Manager/Owner | Engineering Leaders | Developers | Scrum Masters | Sales, CS, & Support Leadership | |
Product Discovery | R | I | I | I | I |
Technical Definition | R | R | A | A | N/A |
Product Development | R | C | R | A | C |
Alpha | R | I | A | A | C |
Beta | R | I | A | A | A |
[When the product development checklist is completed, to the go-to-market checklist begins. Product Marketing efforts ramp up and additional stakeholders in Sales, Analytics, Support, and Customer Success are involved. Engineering is no longer involved until post-mortem items like retrospectives are reached.]
Identify launch owners
Value proposition
Pain-point addressed
Position against competition or alternative
Persona details
Pricing and packaging
Marketing assets needed
Feature messaging
Email Announcement
Blogpost
One-pager
Video
Webinar
Company website - new or updated pages
Announcement method(s)
New or updated Guru cards
New or updated Feature Guide docs
Sales rollout plan and training
CS/Imp/Support/Enablement rollout plan and training
Email Announcement
Help Center Articles
Create new feature documentation
Make edits to existing articles and information flow
Partner plan
Which partners are affected? Who will communicate to partners about launch
Announcements and marketing assets made public
Mark feature as “Released” in Pendo Feedback
Internal
Prod/Eng - Project retrospective
Solicit feedback and reassess messaging
External
Success criteria at 1m, 3m, and 6m
Plan for missing or exceeding these expectations
[Create a matrix with phases / deliverables in the rows, and stakeholders / accountabilities in the columns. The below table reflects examples, but should be customized to your project.]
Product Manager/Owner | Enablement Team | CS / Sales Leadership | CS & Support Teams | |
Defining GTM | R | R | C | I |
Internal Communication Plan | R | R | C | I |
External Communication Plan | R | A | C | A |
Launch | R | R | A | A |
Post Launch Review | R | A | C | A |