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Lean UX, Agile Development, and User-Centered D...

Lean UX, Agile Development, and User-Centered Design: How They Work Better Together v2

John Athayde

May 13, 2016
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  1. HOW THEY WORK BETTER
 TOGETHER Lean UX, Agile Development and

    User-Centered Design REVOLUTIONCONF 2016 VIRGINIA BEACH, VIRGINIA JOHN ATHAYDE @boboroshi
 VP of DESIGN @ CARGOSENSE
  2. 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
  3. Find out where you are Shoot an azimuth and choose

    a target Walk to that target Repeat 1 2
 3 4
  4. 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
  5. Deliverables should help drive decisions, not just document them. —Jenny

    Reeves
 https://studio.uxpin.com/blog/5-reasons-freelance-ux-projects-fail/ “ ”
  6. 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) “ ”
  7. Designers temptation is to go away into their fancy design

    room and to magically solve problems. Designers are not very good about solving problems in isolation, but they are very powerful in mixed teams of helping bring ideas to reality. —Daniel Burka, Design Partner at Google Ventures https://www.youtube.com/watch?v=v1HBqlxQjZI “ ”
  8. [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 “ ”
  9. [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 “ ”
  10. 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 “ ”
  11. 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
  12. BIG PICTURE 
 DESIGN PROCESS 1 2 3 4 APPLY

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

    TO TELL YOU ABOUT THIS SPRINT’S FUNCTIONALITY.”
  14. “A Mathematical Model of the Finding of Usability Problems” by

    Jakob Nielsen and Thomas K. Landauer Proceedings of ACM INTERCHI’93 Conference (Amsterdam, 24-29 April 1993) http://dl.acm.org/citation.cfm?id=169166
  15. The main argument for small tests is simply return on

    investment: testing costs increase with each additional study participant, yet the number of findings quickly reaches the point of diminishing returns. There's little additional benefit to running more than 5 people through the same study; ROI drops like a stone with a bigger N . —Jakob Nielsen https://www.nngroup.com/articles/how-many-test-users/ “ ”
  16. 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/
  17. http://chadfowler.com/blog/2006/12/27/the-big-rewrite/ “In many cases, these Big Rewrite 
 projects have

    resulted in unhappy
 customers, political battles, missed deadlines, and sometimes complete
 failure to deliver. In all cases, the projects were considerably harder than the projects’ initiators ever thought they would be.” —Chad Fowler, 2006
  18. UX TIMELINE OF A J.I.T. PROJECT INITIAL DESIGN PUSH DESIGN

    RUSHES UX JOINS STYLING/BUILD EXISTING SYSTEM FIXES (Modified)
  19. ENGINEER PRODUCT MANAGER VISUAL DESIGNER PROJECT MANAGER ENGINEER FRONT END

    ENGINEER ENGINEER INTERACTION
 DESIGNER NO MORE
 SILOS QA UX RESEARCH