satama sup (sigchi.nl synergy unlimited)

Copyright © Satama Interactive 2002

Satama Unified Process:Synergy on the work floor

Presentation at SIGCHI.NL 2002 Summer Conference“Synergy Unlimited”, June 19, 2002

Peter Boersma ([email protected])

Boyd de Groot ([email protected])

mailto:[email protected]











June 19, 2002 Copyright © Satama Interactive 2002 SIGCHI.NL Summer Conference "Synergy Unlimited"

Set-up

What’SUP?(Peter Boersma)

SUP Applied!(Boyd de Groot)

Questions(& Answers)

What is SUP?


What is SUP?

SUP is Satama’s delivery process

A framework

SUP helps in writing proposals and project plans

Supports us: sell and do right things

SUP is a collection of deliverables:

templates and examples

Increases efficiency and knowledge

sharing

SUP also contains instructions on

parts of the delivery process

Supports us to do things in the right

way

User explorationBusiness modellingRequirement captureAnalysis & designImplementationValidationLaunch

TransitionDiscovery Inception Construction

Business andservice insight

Ideaand scope

Architectureand prototypes

Completed serviceand processes

Service launch andevolution plan

Project Management

Customer Relationship and Program Management

Elaboration


Satama Unified Process

ITERATIVE INCREMENTALUSER

CENTRICARCHITECTURE

CENTRIC




Ideaand scope




Project Management


Elaboration

7(+2) Workflows

5 Phases

4 Principles


Main Deliverables of SUP 1.0Discovery

Scan

Inception Elaboration Construction Transition

Analysis

Insight

Customer representation & Online offering

Functional & Supplementary Requirements

Interaction & Technical Design

User & Technical Prototype

Usability, Technical &

eBrand Validation

Launch Plan

Project & Scope Plan

Customer representation & Online offeringFunctional &

Supplementary Requirements


User & Technical Prototype

Usability & Technical Validation

Launch Plan

Project Plan


Software components

Technical Validation

Production environment

Project Plan

Guidelines

Usability & Technical Validation

Launched Service

Project Plan & Closing

Document

VI Validation

VII Launch

Project management

IV Analysis & design

III Requirement capture

II Business modeling

I User exploration

V Implementation

The SUP 1.0 Booklet


The SUP Deliverable Database


For each deliverable, we…

1. Gathered examples, references, resources, similar documents• Local SUP Managers were doorway to local Resources• Tried to find examples everywhere

2. Wrote drafts, reviewed with Deliverable Owner and Reviewers• Team “templatized” examples, identifying generic elements

3. Wrote Instructions• Used comments from Reviewers about unclear parts as input

4. Converted example(s) to template format• So we had at least one example in the intended format

5. Developed Training Materials• To place instructions in SUP framework


Why SUP?

To deliver projects, of course

• On time, also in multi-vendor projects project & program management workflow & deliverables

• From small to big modular approach, selection of deliverables

• With customer’s consent decision points after each phase

• Managing risks iterative, incremental approach with validations

• With the end-user in mind user exploration workflow

• Now, and in the future training sessions for (new) employees, and updates in the deliverable database


SUP 1.0 development processSeptember 2000

• Offices talk about common method

May – June 2001• SUP Program started in May 2001• Design of overall structure by “SUP Development Team”• Selection of SET1 deliverables by “Local SUP Managers”

July – August 2001• Construction of SET1 deliverables by “Deliverable Owners”• Review of SET 1deliverables by “Resources”

September 2001• Introduction of SUP• Training sessions SET 1• Support for Projects

October 2001• Review of SUP, start Maintenance Process

December 2002• Kick-off development of SET2

July 2002• Training sessions SET2

costs untilNovember 2001

EUR 175.000(Plus EUR 400.000 for

Rational license & training)


Lessons learned

Creating a template costs about two days.Day 1: study examples, prepare table of contentsDay 2: write template texts

Improving a template costs about two days.Day 1: study reviews, change textsDay 2: rearrange table of contents, start instructions

Writing instructions costs about two days.Day 1: study deliverable, study instructions templateDay 2: change deliverable slightly, write instructions

But the whole process costs about two months…


The SUP is now part of Satama

Top management is extremely committed.

Over 90% of Satama people participated in the SUP trainings.

Feedback was positive and people are motivated.

But they need more support.3,0

3,5

4,0

4,5

5,0

HKI STO AMS TRE

I am willing to use the SUP in my projects

2,8

2,9

3,0

3,1

3,2

3,3

3,4

HKI STO AMS TRE

I know how to deploy the SUP in my projects


SUP is linked to other processes

Satama Unified Process

Resource management

Billing

Account management

Competence development

New business development

Partner management

Start a project

Manage client relationship & expectations

A framework to define competence needs

Staffing

A framework to manage sub-contractors

Input for billing

Evaluate the service and identify development opportunities


External Evaluation

Recommendations

from a study by the Helsinki University of Technology, 01/2002

Satama-wide participation in future developments Internal promotion of the SUP to improve rooting and motivation Monitoring & measurement of use in projects Support for first-time implementers Immediate implementation of SET 2 Project meetings and communication on top of competence-

crossing deliverables


Further development

Currently SET 2 deliverables completed Training sessions for SET 2 planned for June (Finland) & August Including interactive SUP Simulation event as refresh-course Increasing use of SUP deliverable database Maintenance process started (through Deliverable Owners)

Planned SET 3 deliverables (hardcore business, software quality, manuals

and guidelines), October 2002 SUP Brochure, maybe even a web site

(a la http://www.iconprocess.com), November 2002

http://www.iconprocess.com/



SUP Applied!


Pragmatic and relevant support

Every project is different• From small, marcom oriented projects…• …to large, CRM based programs, with different releases for

different channels Every client is different

• Industry, size, client team, partnering with other vendors, etc.

It is all about: people + tools + organization


Design Management

“Design links Corporate Intent with Day-to-Day Delivery”Raymond Turner, Group Design Director, BAA

Design Management:• Design Strategy, which is an integral and critical part of the

overall business strategy• Operational Design Management, which is focused on a well

executed day-to-day delivery within the different stages of the design process (e.g. SUP)


Design Program Framework

II. Core process:

III. Program

support

Design & Development

Process:

SUP

Styleguide:

Guidelines and Reusable

Components

Organization chart

People / Competences

Partner cooperation

Administration/ Finance

Information / Knowledge

Technology / Tools

I. Project

Portfolio Content Mng / Maintenance

Releases / Service line

updates

Explorative design

Business

Strategy Business planTarget Groups

Technology Plan /

Roadmap

“Lighthouse”:

Vision Development


Project Portfolio and SUP




Ideaand scope




Project Management


Elaboration

Lighthouse (continuous project) / Horizon: 2-3 years / Accent on workflows: 1,2, hi-lvl 3

Explorative design / Horizon: 1-2 years / Accent on workflows 1,2,3, hi-lvl 4 (mock-up’s)

Releases / Hor: 0.5-1 yr / Workflows: 3-6

CM + Maintenance / Horizon: present / Accent on workflows: 5-7

Workflows 1-7


Prototyping framework for releases

Supportingservice conceptingand design work

Detailing and preparing for Implementation

StartImplementation

Discovery

Inception

Elaboration 1

Elaboration 2

Construction

Transition

Mockup-ing, options:•Paper mockups•Click-through mockups •Interaction mockups (only HTML-text)

Prototyping•Production source for:

•Graphical assets•Content assets•Flash assets

0-series prototype•‘Final’ HTML-source

Extranet

Implementation(By partners. In reality about 70-80% of the total project lead time)


Styleguide framework

CommonElements

Introduction

Concept level

Task level

Presentation level

Technical level

UI-aspects (main focus in bold)

Styleguide content structure

•Structure (hi-level)•Layout / visual look (hi-level)•Flow / interaction (hi-level)•Content (hi-level: tone-of-voice)

•Structure (navigation)•Layout / visual look•Flow / interaction (processes)•Content

•Structure (information/navigation)•Layout / visual look (details)•Flow / interaction (details)•Content (details)

•Structure (tech.details)•Layout / visual look (tech.det.)•Flow / interaction (tech.details)•Content (tech.details)

VolumeKnowledge Levels

DesignPatterns

Specs &Guidelines

ReusableComponents

(Design and Tech)

user Experience Guidelines


Questions?

Peter Boersma [email protected]

Boyd de Groot [email protected]