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Agile UX:Lessons Learned

IA Konferenz 2013 Thomas Zahler

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Thomas ZahlerCEO @ intuio

Mailthomas.zahler@intuio.at

Webwww.intuio.at

Twitter@intuio

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“Hot food served fast”

“Are we shippingthe right software?”

Deliverables before experience

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Case Study 1Call Center

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ProblemHigh staff costLow customer satisfactionHeterogeneous application landscape

SolutionHarmonise the call center UIAgile project setup with UX integration

GoalsReduce staff costImprove customer service

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Iteration Zero

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i1 i2 i3 i4Start Release

d1 d2 d3 d4

Too late.

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i1 i2 i3 i4Start Release

d1 d2 d3 d4

i0

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Iteration Planning

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Project Iteration n-1 Project Iteration n+1

Design Iteration n+1Design Iteration n-1 TransitionPufferQADetaildesignGrobdesignTestDesign Iteration n

SetupAnalyseDesignImplementierungQATestPufferTransitionProject Iteration n Project Iteration n+2

Design Iteration n+2

Projekt-Iteration n-2

Design Iteration n+3

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TransitionTestQAFine designConcept

Setup Analysis Design Implement QA Test

Buffer

Projekt Iteration n-1

Design Iteration n+1Design-Iteration n-1 Design Iteration n+2

Synchronisation Zone

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TransitionTestQAFine design

Setup Analysis Design Implement QA Test Buffer Transition

Buffer

Projekt-Iteration n-1

Design Iteration n+1 Design Iteration n+2

Project Iteration n+1

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TransitionTestQAFine design Buffer

Synchronisation Point

Setup Analyse Design Implement QA Buffer Transitionn-1 Test

QAFine designConcept PufferTest

Setup Design ImplementAnalyse

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Big Picture

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Start i1 i2 i3 i4 Releasei0

d3 d4d1 d2 d3 d4

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Start i1 i2 i3 i4 Releasei0Setup

d3 d4d1 d2 d3 d4big pic

RequirementsLo-Fi Wireframes“Big picture” concept

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Ideation

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before39 steps

after8 steps

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intuio's innovative design solution helped us reduce the average handling time for customer enquiries in our call centre by up to 75%.

”

Sebastian Reiner Project management CRM

− 30 steps per case− 1,500,000 min

working time in 2009

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Case Study 2Engineering Tool

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Problem20 yrs old expert system2 wks training requiredDifficult to maintain, extend

SolutionImplement as web application in a lean project

GoalsReduce training effortEfficient workflows

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Customer Needs

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Go Low-Fi

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Design in the Browser

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Cultural Change

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Team Structure

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User Research

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Individual team level

Projectlevel

Organisationlevel

Internal forces

Clear goals

Group dynamics

Group commitment

Schedule management

Management complexity

Organisational forces

Leadership

Experience

Group indepency/autonomy/power

Schedule management

Change management

Communication

Performance

Teaming

Design behaviour

Customer characteristics

Critical events/conflicts

Members’ competence

Meeting efficiency

Organisational communication

Organisational behaviour

Management commitment

External forces

Customer satisfaction

Task switching

Resourcing

Organisational behaviour

A Framework for Project Success, Marko Ikonen

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@xon1c@tpir ibauer @intuio

Say hi.

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Danke.

Pre

senta

tion S

lides

Sleeping Audience Members© Jessica Hagy

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Image Creditshttp://world-beautifulwallpapers.blogspot.co.at/2013/03/waterfall-wallpapers.html

http://www.andersramsay.com/wp-content/uploads/2012/04/lean-agile-traditional.013-sm.png

http://www.extremetech.com/extreme/137521-the-tech-behind-felix-baumgartners-stratospheric-skydive

http://taicarmen.files.wordpress.com/2011/05/earth-from-space-1.jpg

http://www.flickr.com/photos/library_of_congress/2179910918/sizes/o/

http://www.njhotair.com/images/abq2002/oct05/Dscn0419.jpg

http://mode.galerijacentrs.lv/2013/03/holi-jeb-krasu-festivals-indija/

https://helda.helsinki.fi/bitstream/handle/10138/28453/leanthin.pdf?sequence=1