I was a lead developer on an agile team at a $10B+ 50,000 employee pet store chain for 9 months, and never met the product owner.
All backlog was generated by having two analysts or their boss meet with the product owner, a direct marketing exec, writing down what she wanted, then meet with team to give marching orders.
Being a direct marketing exec, all she cared about was “engagement”, so our product was mainly just feeds of pet advice, tips and tricks along with a game (that the bored analysts played all day).
The app also allowed booking store services such as grooming, vet visits, and boarding. But the implementation of the service bookings was so poor it took over a dozen steps with lengthy spinners for network requests. Our metrics showed less than one third of service booking attempts completed.
I pointed out that since the company was terrified of Amazon, that store services were a key differentiator and margin producer and we could make booking services far faster and easier with some design changes.
The response was, that’s not in our backlog. So next build after completing my work, and helping other devs complete theirs, I worked over a weekend and cached some booking data in the app to eliminate spinners on entry into the booking system.
I proudly showed it to the analysts that Monday and they nearly had heart attacks. That wasn’t in the backlog!
All they cared about was making the product owner happy (she was a teller, apparently) and all my efforts did was make me unpopular with them and their boss.