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How They Work Better Together: Lean UX, Agile D...

How They Work Better Together: Lean UX, Agile Development, and User-Centered DEsign

RailsConf 2014 Talk on Usability

John Athayde

April 24, 2014
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  1. HOW THEY WORK BETTER
 TOGETHER Lean UX, Agile Development and

    User-Centered Design RAILSCONF 2014 CHICAGO, ILLINOIS JOHN ATHAYDE @boboroshi
 VP of DESIGN @ CARGOSENSE
  2. “ the effectiveness, efficiency and satisfaction with which specified users

    achieve specified goals in particular environments”
  3. “Instead of relying on a hero designer to divine the

    best solution from a single point of view, we use rapid experimentation and measurement to learn quickly how well our ideas meet our goals.” —Jeff Gothelf (author of Lean UX)
  4. “[Design thinking is] innovation powered by … direct observation of

    what people want and need in their lives and what they like or dislike about the way particular products are made, packaged, marketed, sold, and supported.” —Tim Brown, CEO of IDEO
  5. “[It’s] a discipline that uses the designer’s sensibility and methods

    to match people’s needs with what is technologically feasible and what a viable business strategy can convert into customer value and market opportunity.” —Tim Brown, CEO of IDEO
  6. Individuals and Interactions over Processes and Tools,
 Working Software over

    Comprehensive Documentation,
 Customer Collaboration over Contract Negotiation, and
 Responding to Change over Following a Plan AGILE MANIFESTO (2001) http://www.agilemanifesto.org
  7. Find out where you are Shoot an azimuth and choose

    a target Walk to that target Repeat 1 2
 3 4
  8. http://pragdave.me/blog/2014/03/04/time-to-kill-agile/ Find out where you are Take a small step

    towards your goal Adjust your understanding based on what you learned Repeat 1 2 3
 4
  9. “Lean UX is the practice of bringing the true nature

    of a product to light faster, in a collaborative, cross- functional way that reduces the emphasis on thorough documentation while increasing the focus on building a shared understanding of the actual product experience being designed.” —Lean UX
  10. Front Line Consumer Advocate (CA) TITLE Consumer Advocate (CA) ROLE

    Individual who is the general system user, interacting with customers via phone and email (and eventually chat) to resolve support issues that customers have with LivingSocial, it’s deals, or it’s merchants. JOB TASKS • Answer phone • Create and manage cases • Issue refunds • Resolve customer issues GOALS, FEARS, AND ASPIRATIONS • Meet daily quota (fear of not meeting quota) • Working on projects by accomplishing high close rate • Fear of customer anger especially w/r/t refund policy • Avoiding mandatory overtime by meeting their quotas and closing cases more quickly COMPUTER SKILLS, KNOWLEDGE, AND ABILITIES • Wide range of ability and knowledge. • Needs to be able to use a browser, answer the phone in a professional manner • Able to multi-task and keep critical information correctly in their heads • Ability to get trained on the tools (currently SalesForce, phone system) GROUP SIZE AND INFLUENCE This is currently the largest group at 130 individuals (not including senior CAs but including international users) MEANS OF COMMUNICATION SalesForce chatter, team meetings with team leads, IM/GoogleTalk, email. INTERNAL TOOLS: CSR PERSONAS 3
  11. BIG PICTURE 
 DESIGN PROCESS 1 2 3 4 APPLY

    THE
 DESIGN CODIFY INTO A
 LIVING STYLEGUIDE REVISE AS 
 YOU GO
  12. “I WANT YOU TO 
 FOCUS SO I’M ONLY GOING

    TO TELL YOU ABOUT THIS SPRINT’S FUNCTIONALITY.”
  13. UX TIMELINE OF A J.I.T. PROJECT INITIAL DESIGN PUSH DESIGN

    RUSHES UX JOINS STYLING/BUILD EXISTING SYSTEM FIXES (Modified)
  14. What do you make of this? What would you do

    here? How would you do [that]? http://www.uxbooth.com/articles/the-art-of-guerilla-usability-testing/