Scrum Master Toolbox Podcast: Agile Storytelling from the Trenches

Episode: Building Trust Between Teams and Product Owners During A Challenging Rewrite Project | Ville Reijonen
Release Date: January 20, 2025
Host: Vasco Duarte, Agile Coach, Certified Scrum Master, Certified Product Owner

Introduction

In this compelling episode of the Scrum Master Toolbox Podcast, host Vasco Duarte engages in an insightful conversation with Ville Reijonen, a seasoned agilist and pattern enthusiast from Finland. Ville brings a wealth of experience as a freelance coach, co-author of two books on distributed machine control system patterns and Scrum patterns, and a passionate advocate for Agile methodologies. Together, they delve into a real-world failure story, exploring the dynamics between teams and product owners during a challenging system renewal project.

Guest Introduction: Ville Reijonen

Vasco begins by introducing Ville, highlighting his extensive background in Agile practices and his knack for identifying and applying patterns in various projects. Ville's journey to becoming a Scrum Master is both personal and professional, shaped by the economic challenges of the 2008 financial crisis and his transition from academia to the tech industry.

Ville Reijonen:
"That's a path anyway, but sometimes you get a title, but it's a learning path anyways." [02:54]

Ville recounts his early career struggles, moving from a researcher role at a university to a more hands-on position in software methodologies. His ability to adapt and take on the Scrum Master role emerged organically as he facilitated tooling, guidelines, and documentation for a remote team based in India.

The Failure Story: A Challenging System Renewal Project

Ville shares a poignant story from his experience as a Scrum Master during a system renewal project that ultimately faced significant challenges.

The Setup: Ville was assigned to a system renewal project, inherently a complex and high-stakes endeavor, especially given the existing system's extensive functionalities. The project's failure was exacerbated by the dynamics between the team and the product owner.

Key Issues:

1. Difficult Product Owner: The product owner was highly opinionated, rarely open to feedback, and maintained a rigid stance on their decisions.

   Ville Reijonen:
   "He had really strong opinions and was following those ones. And that end up being case where there was no victory condition really." [08:22]

2. Team Resistance: A faction of the team openly refused to work with the product owner, creating a toxic environment that hindered collaboration.

   Ville Reijonen:
   "There are quite a few people who were unwilling to work with this product owner." [07:11]

3. Big Bang Release: The project culminated in a large-scale, big bang release—a high-risk approach that left little room for iterative feedback and adjustments.

   Vasco Duarte:
   "System renewals are problematic, period." [08:26]

As a result, the launch was disastrous, leading to a loss of approximately 20% of customers due to system inadequacies that surfaced post-deployment.

Ville Reijonen:
"There was the big bang really which came the big wave of feedback. [...] the product owner still didn't listen." [09:24]

Analyzing the Failure

Vasco and Ville dissect the multifaceted reasons behind the project's downfall, emphasizing the interplay between leadership, team dynamics, and project management methodologies.

Contributing Factors:

• Rigid Leadership: The product owner's unwillingness to adapt or incorporate team feedback stifled innovation and responsiveness.

  Ville Reijonen:
  "Even when the team members told this person that this, this is not something I would like to have as a customer, the product owner still didn't listen." [09:24]

• Lack of Incremental Feedback: The decision to proceed with a big bang release prevented the team from identifying and addressing issues in a timely manner.

• Team Morale and Trust: The refusal of some team members to collaborate with the product owner eroded trust and diminished overall team cohesion.

Vasco Duarte:
"Can we at least get some beta customers? [...] create this image of the actual consequence of the problems." [12:03]

Vasco suggests strategies such as involving beta customers or "antagonistic testers" to create constructive tension, driving the product owner to reconsider and engage more collaboratively.

Lessons Learned

Despite the project's failure, Ville extracts valuable lessons about the Scrum Master role and managing challenging team dynamics.

1. Recognize Unwinnable Battles: It's crucial to identify when certain conflicts or challenges are beyond resolution, allowing Scrum Masters to redirect their energy towards more impactful areas.

   Ville Reijonen:
   "Sometimes you cannot save people from themselves. Some people are sometimes in wrong role." [10:39]

2. Focus on Impactful Actions: Instead of expending energy on issues that yield minimal change, prioritize efforts that can drive significant improvements within the team and project.

3. Facilitate Open Communication: Encourage dialogues that allow team members to express concerns and provide feedback, fostering an environment of trust and collaboration.

4. Adapt Leadership Strategies: When faced with a stubborn product owner, Scrum Masters might need to employ creative approaches to influence and guide them towards more Agile practices.

Conclusion

The episode concludes with gratitude between Vasco and Ville, acknowledging the depth of Ville's shared experience. Ville's narrative serves as a cautionary tale for Scrum Masters and Agile Coaches, highlighting the complexities of team dynamics and the pivotal role of effective leadership. Through this honest exploration of failure, listeners are encouraged to glean insights that can prevent similar pitfalls in their Agile journeys.

Vasco Duarte:
"Sometimes product owners are just in a world of their own. They don't listen to anyone and therefore end up with system renewal projects that end up crashing." [14:27]

Ville and Vasco emphasize the importance of resilience, adaptability, and continuous learning in the face of challenges, reinforcing the essence of Agile storytelling from the trenches.

Key Takeaways

• Effective Communication: Essential for bridging gaps between teams and product owners, ensuring that feedback is heard and acted upon.

• Leadership Flexibility: Agile leaders must be adaptable, willing to pivot strategies when faced with resistance or unproductive dynamics.

• Incremental Feedback Loops: Implementing iterative releases can mitigate risks associated with large-scale deployments, allowing for timely adjustments based on user feedback.

• Empowering the Scrum Master Role: Recognizing when to push for change and when to conserve energy for more impactful initiatives is vital for maintaining team morale and project success.

For Agile professionals seeking deeper insights and real-life experiences, this episode of the Scrum Master Toolbox Podcast offers invaluable lessons on navigating complex team dynamics and leadership challenges.