Post on 10-Jan-2017
transcript
vService Design & Agile are engaged! Harald Lamberts
@haraldlamberts @essense
as User Researcher
M U LT I - D I S C I P L I N A R Y T E A M S
DEVELOPERDESIGNER PRODUCT MANAGER
“A DESIGNER WHO AVOIDS COLL ABORATION
IS AN ARTIST”
as Design Manager
OMNI-CHANNEL
CUSTOMER LIFECYCLE
SUPPORT
ONLINE
MOBILE
RETAIL
“A BEAUTIFUL DESIGN WITH A POOR HOLISTIC EXPERIENCE
IS A DISSERVICE”
COLL ABORATION HOLISTIC
AGILE SERVICE DESIGN
VS
WATERFALL AGILE
DESIGN RESEARCH DESIGN
DEV TEST
RESEARCH
DEV
TEST
cyclical —> ongoing design involvement
W H AT C H A N G E D ?
O N G O I N G D E S I G N I N V O LV E M E N T I S O P P O R T U N I T Y F O R
HOLISTIC EXPERIENCE PERSPECTIVE IN AGILE
1
C U S T O M E R J O U R N E Y M A P
C U S T O M E R VA L U E ‘ S C E N A R I O S ’
“ A S A C U S T O M E R I C A N N O W D O … X ”
STRATEGIC OBJECTIVES
CUSTOMER VALUE SCENARIOS
AGILE USER STORIES
METRICS &
USER FEEDBACKMVP / Sprint
S C E N A R I O D R I V E N P L A N N I N G
“ A F T E R T H I S S P R I N T U S E R S C A N D O … X Y Z ”
“A VIABLE SERVICE IS USELESS IF IT IS NOT VALUABLE”
L E A N S TA R T U P
START SMALL, THEN LEARN
NOT… L AUNCH EARLY, THEN FIX
S C E N A R I O D R I V E N D E V E L O P M E N T
C A M PA I G N A L I G N M E N T
MARKETING
DEVELOPMENT
DESIGN
Customer can now do ….X
S C E N A R I O
CUSTOMER PROMISE ROADMAP
SPRINT PL ANNING RELEASE NOTES
USE VALUE SCENARIOS FOR SPRINT PL ANNING &
MARKETING ALIGNMENT C U S T O M E R V A L U E F O C U S
2
CONTINUOUS DEVELOPMENT
OPTIMISATION
OPTIMISATION
HOLISTIC CX
UI DESIGN
MVPUI OPTIMISATION
P O S T M V P R I S K F O R O P T I M I S AT I O N F O C U S
CONTINUOUS DEVELOPMENT
OPTIMISATION
HOLISTIC CX
UI DESIGN
Co-Creation
Emerging Needs Feedback
Analytics A/B Testing Support
UI OPTIMISATION
SPRINT RELEASE
E N S U R E D U A L F O C U S
ENSURE USER INVOLVEMENT FOR UI OPTIMISATION & HOLISTIC EXPERIENCE
M E A S U R E & I M P R O V E E M E R G I N G N E E D S
3
LIVEAGILE
BACKLOG
SERVICE DESIGN
F R O M S D U P - F R O N T
SERVICE DESIGN
UXBACKLOG
UXBACKLOG
UXBACKLOG
T O S D I N PA R A L L E L
BACKLOG BACKLOG BACKLOG
EXPERIENCE DESIGN
XD XDXD
EXPERIENCE STRATEGY
APPLY ‘SERVICE DESIGN’ WITHIN AGILE TEAM
C O M B I N E E X P E R I E N C E S T R A T E G Y & E X P E R I E N C E D E S I G N
4
TAKEAWAYS 1/ CYCLICAL WORKING IS AN OPPORTUNIT Y FOR
ONGOING HOLISTIC EXPERIENCE PERSPECTIVE IN AGILE
2/ USE CUSTOMER VALUE SCENARIOS FOR SPRINT PL ANNING & MARKETING ALIGNMENT
3/ ENSURE ONGOING USER INVOLVEMENT FOR UI OPTIMISATION & HOLISTIC CX
4/ APPLY ‘SERVICE DESIGN’ WITHIN AGILE TEAM
SERVICE DESIGN
XS XD
E X P E R I E N C E S T R AT E G Y
E X P E R I E N C E D E S I G N
We design relevant digital services using a holistic customer experience approach.
Harald Lamberts Founder & Owner
Essense
Harald Lamberts
www.essense.eu @haraldlamberts @essense