Golden wheat field under a big sky
Project kickoff
Self-service, My Subscription
Week 46, 2026

Harvest

Agenda

  1. 01Why now
  2. 05The team
  3. 02The goal
  4. 06Six weeks
  5. 03In and out
  6. 07Risks
  7. 04How we work
  8. 08Monday
Ripe ears of wheat against the light
Why now
38%

of all customer service calls are about a change the customer could make themselves.

The goal in one sentence

Customers change their own plan in under two minutes.

Scope

In

  • New payment date
  • New address
  • Pause subscription
  • Email receipt

Out

  • Cancellation
  • Price changes
  • The app
  • Business customers
Harvested stripes in a field seen from above

How we work

Monday
Plan
9:00, 30 min. One goal for the week.
Every day
Standup
9:30, 10 min. What's in the way?
Thursday
Customer test
Two customers try what we built.
Friday
Demo and retro
14:00. Show it, fix one thing.

The team

RoleNameOwns
Product ownerSofie LundPrioritizes and says no
DesignJonas BechFlow, prototypes, customer tests
FrontendIda HolmThe My Subscription page
BackendAli KarimiCalls to the customer system
DataMads RiisTracks calls and completions
Customer serviceFreja DahlThe customer's voice in the room

Six weeks

Week 46 to week 51
1
Understand
Listen to 20 calls
2
Sketch
Three flows on paper
3
Build
New payment date
4
Build
Address and pause
5
Test
5 % of customers
6
Harvest
All customers, before Christmas
Dark storm clouds over a wheat field

Risks

01
The customer system is slow
We test the calls in week 1.
02
Legal wants to read everything
Fixed slot with legal every Wednesday.
03
Scope grows
New requests go on the list for the next harvest.
First step

Monday

9:00 in the Barn. We listen to five calls together before lunch.

Harvest, week 46
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