keeping the vision alive: techniques for communication throughout the project lifecycle
TRANSCRIPT
Lisa Ba'le President [email protected]
Duane Degler Vice President [email protected]
Keeping the Vision Alive TECHNIQUES FOR COMMUNICATION THROUGHOUT THE PROJECT LIFECYCLE
INTERACTION15 CONFERENCE • 9 February, 2015
@design4context #ixd15
@design4context Keeping the Vision Alive Interac=on15 2
© Design for Context
© Design for Context
Presenters
PRESIDENT AND FOUNDER Understand user needs and tasks. Design applica=ons that work the way people expect them to.
Lisa Ba'le
VICE PRESIDENT
Focus on organiza=onal and user success. Help navigate complexity via design and informa=on architecture.
Duane Degler
@design4context Keeping the Vision Alive Interac=on15 3
© Design for Context
© Design for Context
VISION
@design4context Keeping the Vision Alive Interac=on15 4
© Design for Context
© Design for Context
A user-‐centered design process leads to
crea=ng a vision for a major redesign, a
new product, a strategically important
next genera=on of a product suite.
USER-‐CENTERED DESIGN
@design4context Keeping the Vision Alive Interac=on15 5
© Design for Context
© Design for Context
VISIONARY PROTOTYPE
Provides a holisRc view of what the experience will be like when the future product is complete, used as a constant reference point.
Clickable Prototype Watch videos
@design4context Keeping the Vision Alive Interac=on15 6
© Design for Context
© Design for Context
Par=cularly when projects extend over a long
period, challenges come up: technical
constraints, scope changes, new feature
requests, poli=cs, changes in leadership…
CHALLENGES
h'p://i.istockimg.com/file_thumbview_approve/24376371/2/stock-‐photo-‐24376371-‐business-‐people-‐talking-‐on-‐conference-‐call
@design4context Keeping the Vision Alive Interac=on15 7
© Design for Context
© Design for Context
APer facilita=ng the crea=on of a vision
for a redesign or new product, the UX
team oPen becomes responsible for
keeping the vision alive.
KEEPERS OF THE VISION
@design4context Keeping the Vision Alive Interac=on15 8
© Design for Context
© Design for Context
COMMUNICATING THE VISION
@design4context Keeping the Vision Alive Interac=on15 9
© Design for Context
© Design for Context
ExecuRves
Project Leads
Development Team
WE COMMUNICATE THE VISION TO DIFFERENT AUDIENCES…
@design4context Keeping the Vision Alive Interac=on15 10
© Design for Context
© Design for Context
ExecuRves
Project Leads
Development Team
WE COMMUNICATE THE VISION TO DIFFERENT AUDIENCES…
Early Middle Late
@design4context Keeping the Vision Alive Interac=on15 11
© Design for Context
© Design for Context
Project Leads
Development Team
WE COMMUNICATE THE VISION TO DIFFERENT AUDIENCES…
Early Middle Late
What is the vision?
How is it be'er than what we had before?
How much have we accomplished so far?
What is our roadmap to achieve it?
ExecuPves
@design4context Keeping the Vision Alive Interac=on15 12
© Design for Context
© Design for Context
VISUALIZATION OF PROCESS AND PAIN POINTS
Allow decision makers to visualize pain points in a current process and show how the vision is simpler and cleaner.
Customer DB
Sales Leads
External /Manual Processes
Mark as prospect
Customer found?
Open report in Excel
Remove duplicates
Yes
No
View customer
info
Run prospect report, export
Search for customer in sales system
Create record in sales system
Review customer record
Mark record as new prospect, add notes
Valid new prospect?
Current System
Send to Sales Team
Open Prospect
Spreadsheet
Customer Service Team
Sales Team
@design4context Keeping the Vision Alive Interac=on15 13
© Design for Context
© Design for Context
VISUALIZATION OF PROCESS AND PAIN POINTS
Allow decision makers to visualize pain points in a current process and show how the vision is simpler and cleaner.
Full CRM
External /Manual Processes
Mark as prospect
View customer
info
Open Prospects
List
Review customer record
Mark record as ready for contact
Valid new prospect?
Future System
No external or manual processing
Customer Service Team
Sales Team
@design4context Keeping the Vision Alive Interac=on15 14
© Design for Context
© Design for Context
ROADMAP IdenRfy feature groups and explain what will be done for each of them in the short term, mid term, and long term.
Phase 1 Phase 2 Phase 3
1. People (Customer/Prospect DB)
2. CommunicaRons
3. Workflow
4. Knowledge Base
5. Issue Tracking
6. Sales Leads
@design4context Keeping the Vision Alive Interac=on15 15
© Design for Context
© Design for Context
ROADMAP Over Rme, track the feature groups and show which ones are done, which are in progress, which have not started yet.
Group Short Term Mid-‐Term Long-‐Term Framework Clarify structure,
navigaRon Streamline look and feel
Streamline access levels
Expand access for external users
Establish interacRon model between elements
Enhance interacRons between element
Define complex interacRons elements
Customer/Prospect DB
Consolidated data Develop base view Enhanced, context sensiRve views and access points
Develop responsive view
Further develop tools and views
IdenRfy views and access points
Support history tracking dependencies
CommunicaPons IdenRfy types and prioriRes
Integrated views independent of mechanism
Clarify views and relaRonships
Support history tracking dependencies
Automate response opRons
Define model with person and issues
Integrate with 3rd party tools
Workflow IdenRfy rules and user interacRons
Build rules engine Define work management opRons
Build work management opRons
Establish interacRon model
Build base noRficaRons and access points
Enhance noRficaRon and access points
Group Short Term Mid-‐Term Long-‐Term Framework Clarify structure,
navigaRon Streamline look and feel
Streamline access levels
Expand access for external users
Establish interacRon model between elements
Enhance interacRons between element
Introduce 2nd Rer interacRons elements
Finalize machine learning framework
Customer/Prospect DB
Consolidated data Develop base view Enhanced, context sensiRve views and access points
Develop reporRng views for dashboard
Further develop tools and views
Add cloud-‐based abstracRon layer
IdenRfy views and access points
Support history tracking dependencies
CommunicaPons IdenRfy types and prioriRes
Integrated views independent of mechanism
Clarify views and relaRonships
Support history tracking dependencies
Automate response opRons
Define model with person and issues
Integrate with 3rd party tools
Workflow IdenRfy rules and user interacRons
Build rules engine Define work management opRons
Build work management opRons
Re-‐evaluate performance metrics
Establish interacRon model
Build base noRficaRons and access points
Provide API for customer integraRons
Enhance noRficaRon and access points
Completed In progress At risk
@design4context Keeping the Vision Alive Interac=on15 16
© Design for Context
© Design for Context
PROJECT GOALS Build towards goals, not features. Understanding goals and keeping a focus on them throughout a project is essenRal.
Decrease call Rme
Increase conversion rate
Faster idenRficaRon of
each caller
More personalized
offers
Offer incenRves
Quick answers to most common
quesRons
Feature
Feature
Feature
Feature
GOAL (WHY) HOW WHAT (FEATURE SETS)
Sub feature
Feature Sub feature
Sub feature
Sub feature
Sub feature
Sub feature
Sub feature
Sub feature
@design4context Keeping the Vision Alive Interac=on15 17
© Design for Context
© Design for Context
PROJECT TIMELINE
A Rmeline that looks back over the project history and points out key milestones, phases and achievements—showing what’s been done so far and what’s sRll coming.
Q3 2013 Q4 2013 Q1 2014 Q2 2014 Q3 2014 Q4 2014 Q1 2015 Q2 2015
Business Process Re-‐engineering
Focus Groups and Surveys
Visionary Prototypes
Build for Beta TesRng Build for Extended Pilot Build for Full Release
Framework
People
CommunicaRons
Workflow
Issue Tracking
Knowledge Management
Sales Leads
Design direc+on agreed on by stakeholders (Dec ‘14)
Demo to Board (May ‘14)
Release for Beta (July ‘14)
Demo to Board (planned Nov ‘14)
Release for Pilot users (planned Jan ‘14)
Today! (Oct ‘14)
@design4context Keeping the Vision Alive Interac=on15 18
© Design for Context
© Design for Context
ExecuRves
Development Team
WE COMMUNICATE THE VISION TO DIFFERENT AUDIENCES…
Early Middle Late
What is in scope? What are the prioriRes?
What goes into development next?
Where can we scale back?
Project Leads
@design4context Keeping the Vision Alive Interac=on15 19
© Design for Context
© Design for Context
VISION WALL Surround the project team with arRfacts that express the goals and success criteria.
Image of a team room with flip charts showing goals, criteria for success, user research findings
Challenge: Distributed teams do not have an easy, ambient shared
workspace
@design4context Keeping the Vision Alive Interac=on15 20
© Design for Context
© Design for Context
PROJECT MULTI-‐TRACK OVERVIEW
Keeping different parts of the project in synch and focused on how they can work together towards a vision.
Q4 2013 Q1 2014 Q2 2014 Q3 2014 Q4 2014 Q1 2015 Q2 2015 Q3 2015 Q4 2015
Fram
ework
Custom
er/Prospect
DB
Commun
icaR
ons
Workflow
1.1 EvaluaRon and Feedback
1.2 IteraRve Design and Development: Base Element
1.3 IteraRve Design and Development: Overall look and feel
3.1 Data modeling
2.1 Data modeling
4.2 Build rules engine
2.2 IteraRve Design and Development: Customer/Prospect InformaRon
3.2 3rd Party IntegraRon R&D
4.1 IdenRfy business rules
2.3 History Tracking
3.3 IteraRve Design and Development: CommunicaRons
3.3 IteraRve Design and Development: Workflow InteracRons
@design4context Keeping the Vision Alive Interac=on15 21
© Design for Context
© Design for Context
FEATURE SUMMARY
Create digesRble summaries of features, explaining what it is and why it helps. Discuss which features have been built so far…
To Do This Week Cases prioriRzed automaRcally for each user.
Tasks and AcPviPes Non-‐case work is listed in the same area as case related work so users have just one place to look.
DASHBOARD A single star=ng point for planning the user’s work and finding any cases that are wai=ng for the user’s ac=on.
Quick Access to ReporPng and Search Users can quickly find their reports and saved searches.
2014 VERSION
@design4context Keeping the Vision Alive Interac=on15 22
© Design for Context
© Design for Context
FEATURE SUMMARY
… and which features are sRll coming in the future.
DASHBOARD Addi=onal tools will be integrated into the dashboard to give users more visibility on their produc=vity and help them plan ahead, including what-‐if scenarios. FUTURE FEATURES
Credit Calculator Users will see credits earned and credits needed to meet their goals
ProducPvity Data and Tools Views of producRvity data allow users to see their historical performance
Upcoming Work Planning tools allow users to make be'er decisions today
@design4context Keeping the Vision Alive Interac=on15 23
© Design for Context
© Design for Context
USER STORY OVERVIEW
A quick overview of user stories in a process flow, to help the team visualize the relaRonships between user stories.
CUSTOMER
CUSTOMER
SER
VICE
REPRE
SENTA
TIVE
Epic #21: Process a service request
Request a service
Customer found?
Epic #15: Create new customer
Find available services
Service available?
Address valid?
Receive new service request
US #1032 Find
customer record
US #1041
Verify address
US #1016 US #1017
Edit address
US #1018
Browse services
US #1058
Search services
US #1059
Preview a service
US #1060 View
recommendaRons
US #1061 Submit service request
US #1035 US #1033
Receive confirmaRon
US #1036
US #1042
US #1034
Yes
No
Yes
No
Yes
No
@design4context Keeping the Vision Alive Interac=on15 24
© Design for Context
© Design for Context
USER STORY SPREADSHEET WITH GRAPHS
Extend the user story list to show status of stories.
@design4context Keeping the Vision Alive Interac=on15 25
© Design for Context
© Design for Context
ExecuRves
Project Leads
Development Team
WE COMMUNICATE THE VISION TO DIFFERENT AUDIENCES…
Early Middle Late
How does __ feature fit in?
What alternaRves are there?
Is this a short term or a long term design?
@design4context Keeping the Vision Alive Interac=on15 26
© Design for Context
© Design for Context
ELABORATION OF DESIGN
Over Rme, parts of the original visionary prototype are elaborated in more detailed wireframes.
Vision prototype
Wireframes
@design4context Keeping the Vision Alive Interac=on15 27
© Design for Context
© Design for Context
SHOW FEATURES IN CONTEXT
Within a user story, provide a “big picture” wireframe and idenRfy areas that aren’t in scope for the current story.
@design4context Keeping the Vision Alive Interac=on15 28
© Design for Context
© Design for Context
USER STORY SHORT TERM AND LONG TERM VERSIONS
SomeRmes a short-‐term design soluRon differs from the intended design. When possible, signpost this.
@design4context Keeping the Vision Alive Interac=on15 29
© Design for Context
© Design for Context
ExecuRves
Project Leads
Development Team
WE COMMUNICATE THE VISION TO DIFFERENT AUDIENCES…
Early Middle Late
@design4context Keeping the Vision Alive Interac=on15 30
© Design for Context
© Design for Context
AND AFTER THE PROJECT ENDS…
@design4context Keeping the Vision Alive Interac=on15 31
© Design for Context
© Design for Context
Our work has a long half-‐life and project
teams face many challenges over =me…
What else can we do to empower them
for long-‐term success?
PERSPECTIVE
@design4context Keeping the Vision Alive Interac=on15 32
© Design for Context
© Design for Context
Vision
Org / Business PerspecRves
Specific Project PerspecRves
Project Approach
Design Approach
Design Specifics
BIG PICTURE IN MIND, ALWAYS
@design4context Keeping the Vision Alive Interac=on15 33
© Design for Context
© Design for Context
STRATEGIES
ThoughWul communica=ons and story-‐telling
supports project and implementa=on teams
in =mes when you aren’t there.
@design4context Keeping the Vision Alive Interac=on15 34
© Design for Context
© Design for Context
CulRvate seeds of
understanding, ownership, and
advocacy
NURTURE CHAMPIONS
@design4context Keeping the Vision Alive Interac=on15 35
© Design for Context
© Design for Context
Provide materials that help the team
maintain the design and its intent over
=me, and expand as needed.
DOCUMENTATION
@design4context Keeping the Vision Alive Interac=on15 36
© Design for Context
© Design for Context
MAP OUT THE JOURNEY Clear dependencies
Manageable steps
Visible alignment
@design4context Keeping the Vision Alive Interac=on15 37
© Design for Context
© Design for Context
Group Short Term Mid-‐Term Long-‐Term Framework Clarify structure,
navigaRon Streamline look and feel
Streamline access levels
Expand access for external users
Establish interacRon model between elements
Enhance interacRons between element
Define complex interacRons elements
Customer/Prospect DB
Consolidated data Develop base view Enhanced, context sensiRve views and access points
Develop responsive view
Further develop tools and views
IdenRfy views and access points
Support history tracking dependencies
CommunicaPons IdenRfy types and prioriRes
Integrated views independent of mechanism
Clarify views and relaRonships
Support history tracking dependencies
Automate response opRons
Define model with person and issues
Integrate with 3rd party tools
Workflow IdenRfy rules and user interacRons
Build rules engine Define work management opRons
Build work management opRons
Establish interacRon model
Build base noRficaRons and access points
Enhance noRficaRon and access points
Group Short Term Mid-‐Term Long-‐Term Framework Clarify structure,
navigaRon Streamline look and feel
Streamline access levels
Expand access for external users
Establish interacRon model between elements
Enhance interacRons between element
Introduce 2nd Rer interacRons elements
Finalize machine learning framework
Customer/Prospect DB
Consolidated data Develop base view Enhanced, context sensiRve views and access points
Develop reporRng views for dashboard
Further develop tools and views
Add cloud-‐based abstracRon layer
IdenRfy views and access points
Support history tracking dependencies
CommunicaPons IdenRfy types and prioriRes
Integrated views independent of mechanism
Clarify views and relaRonships
Support history tracking dependencies
Automate response opRons
Define model with person and issues
Integrate with 3rd party tools
Workflow IdenRfy rules and user interacRons
Build rules engine Define work management opRons
Build work management opRons
Re-‐evaluate performance metrics
Establish interacRon model
Build base noRficaRons and access points
Provide API for customer integraRons
Enhance noRficaRon and access points
EVOLVING ROADMAP
Completed In progress At risk
@design4context Keeping the Vision Alive Interac=on15 38
© Design for Context
© Design for Context
Grant -‐ PracPcing engineer 28 years old KNOWLEDGE Engineering subject ma'er ●●●○○ EXPERIENCE Years of job experience ●●○○○ TECHNOLOGY Computer/web knowledge ●●●●○
DEMOGRAPHICS & CHARACTERISTICS • Can travel, but might do it less now • Busy
WORK / RESPONSIBILITIES
• Working engineer • Master’s not PhD RELATIONSHIP TO TRADE ORGANIZATION
• Not acRve member; not enough Rme to volunteer • A'ends local chapter meeRngs
BACKGROUND, KNOWLEDGE & EXPERIENCE
• Very familiar with the industry
GOALS & MOTIVATIONS
• Networking • Wants to get licensed / keep license
USE OF TECHNOLOGY/WEB
• Tech savvy
IMPLICATIONS FOR SITE DESIGN OR CONTENT Membership in trade organizaRon could help him with career development and networking (conversion)
Create a list of references WHO Research Project Assistant WHEN At any Rme FREQUENCY Daily, potenRally mulRple Rmes a day ENVIRONMENT Online TRIGGER Primary researcher requests a list of potenRal publicaRons that can be used as references
SCENARIO
In preparing to publish a research arRcle in a peer-‐reviewed journal, the Research Project Assistant begins to create a list of references that either in support of the research or against the research so that when the primary researcher is ready to begin wriRng the arRcle, she has a list of relevant references to use.
PROCESS VARIATIONS
• Depending on the journal in which the references will appear, they will need to created in various formats, such as APA or Chicago.
PERSON VARIATIONS
• Some Research Assistants keep a list of previously used references on hand with secRons marked so that when the researcher is preparing a new arRcle similar to a previous arRcle she all ready has the needed references
DATA CONSIDERATIONS
• None
PERSONAS AND SCENARIOS
Re-‐ground people in the
users’ experience
@design4context Keeping the Vision Alive Interac=on15 39
© Design for Context
© Design for Context
STYLE GUIDES AND PATTERN LIBRARIES
@design4context Keeping the Vision Alive Interac=on15 40
© Design for Context
© Design for Context
What kind of content is it?
Product markeRng?
Help content?
“About us” info?
Other?
Future product?
Current product?
Product Overview
page
“On the horizon” area
Org strat. and goals?
Dept. details?
Our people?
Clickable org. chart
“2014 Vision” page
Dept. home page
Help repository
Call webmaster
DECISION TREE
@design4context Keeping the Vision Alive Interac=on15 41
© Design for Context
© Design for Context
SUMMARY
Keep a big picture mindset, and encourage others to do the same
Help team members tell meaningful stories
Create ar=facts to support evolu=on over =me
Lisa Ba'le President [email protected]
Duane Degler Vice President [email protected]
Keeping the Vision Alive
42
INTERACTION15
Thanks!
Presenta=on is on Slideshare – Go to www.designforcontext.com/publica=ons
@design4context