build digital services, not websites - agile australia 19...build digital services, not websites...

Build Digital Services, Not Websites

Syed RiyazuddinDelivery Manager

Healthdirect Australia

Agenda

28/6/17 2

About us

The Journey

• How it began

• Key improvement areas

• Learnings & achievements (so far)

• Key challenges

Q&A

3

WhoweareHealthdirectAustralia– Anational,government-owned,not-for-profitorganisation

About us

WhatwedoWedevelopanddeliverarangeofdigitalhealthandtelehealthservices

ObjectiveToprovideeveryAustralianwith24/7accesstothetrustedinformationandadvicetheyneedtomanagetheirownhealthandwellbeing

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About us – Our services

mindhealthconnectMy Aged CarePregnancy, Birth and Baby

Carer Gateway Get HealthyNational Health Services Directory

healthdirect after hours GP helpline Quitline

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How it began

Keyimprovementareas

#1Organisebetter

#2Buildthe‘Right’thing

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#1 How we used to operate

Organisationlevel

Technologyservices(internal)

Onlineservices

ServiceDelivery

Othergroups

• FunctionalSilos

• Managementoverhead

• Reportingnightmare

• Conflictingpriorities

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#1 Design principle

#Builddigitalservices,notwebsites.

Ourjobistouncoveruserneedsandbuildtheservice thatmeetsthoseneeds.

“Aserviceissomethingthathelpspeopletodosomething.

Ofcoursemuchofthatwillbepagesontheweb,butwe’renot heretobuildwebsites.Thedigitalworldhastoconnecttotherealworld,sowehavetothinkaboutallaspectsofaservice,andmakesuretheyadduptosomethingthatmeetsuserneeds.”

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#1 How we operate – Org level

Then– FunctionalSilos

Technologyservices(internal)

Onlineservices

ServiceDelivery

Otherservices

Now– Serviceorientedorganization

Technologyservices(internal)

others

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#1 How we operate – Service level

ServiceDirector

ProductManager(s)

DeliveryManager

Userresearcher

Productteam(s)

Service

newrole

• Oneend-to-endserviceline

• Strongerserviceandproductfocus

• Cleareraccountabilities

• Cross-functionalserviceteam

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#1 How we work - Team level

Then

“DevOps”team

Now

PlatformEngineeringteam

• Releasebottleneck• Externalapprovalprocess• Conflictofinterest• Teamfrictions• UsvsThemculture

• Self-sufficientDeliveryteam• Releaseautonomy• Cleareraccountabilities• EffectiveDevOps• Improvedteammorale

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#2 User and their needs

- Knowledgeoftheirbroadercontext

- Enoughempathy

- Arewebuildingthe‘Rightthing’?

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#2 Service design and delivery process

Focussingonusers’experiencetodesignanddeliverbettersolutions.

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Discovery

PurposeUnderstanduserneeds

MechanicsContextualuserresearch

Userjourneymapping

Prototyping

OutcomeHypothesistoprototype

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User Research

- Focusonoverallcontext

- Getoutintothefield

- Don’tresearchtovalidateyourassumptions

- Mapuserjourneysandcapturetheirstories

- HaveadedicatedandexperiencedUserResearcher…

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Alpha

PurposeTestthehypothesis

MechanicsBuildprototypes

Testprototype

Iterate

OutcomeMVP

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#2 How are we tracking

Knowledgeoftheirbroadercontext

Userwall

Userresearchsession

28/6/17 19Enoughempathy

Anxious/Fearful

Stressed

Confused

Skeptical

Prejudice

#2 How are we tracking

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#2 How are we tracking

Source:

InternationalandNationalrankinginmonthlysitevisits

• LastyearMayworldwideranked18th

• YoYincreaseintotalsitevisits– 60%

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Key challenges

If you find the going easy,

you’re probably going downhill

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#1Functional[in]coherence

healthdirect

Developer

Q.A.Engineer

DevOpsEngineer

…

MyAgedCare

Developer

Q.A.Engineer

DevOpsEngineer

…

CarerGateway

Developer

Q.A.Engineer

DevOpsEngineer

…

Other

Developer

Q.A.Engineer

DevOpsEngineer

…

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#1CommunityofPracticeJ

28/6/17 24

#1CommunityofPracticeJ

“BuildingSuccessfulCommunitiesofPractice”-EmilyWebber

#2Reportingtonon-technicalmanager

28/6/17 25

Leonard: Actually, ethyl alcohol inhibits electrical conduction in the nerve cells and stimulates reuptake receptors of inhibitory neurotransmitters like gamma-aminobutyric acid.

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#3AdapttoUserresearch

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Finalwords..

• Service-orientedorganization

• Mapthebroaderservicelandscape

• Researchuserandtheirneeds

• Don’tforgetthenon-digitalexperience

Thanks!

SyedRiyazuddinsyed.riyazuddin@healthdirect.org.au

https://www.linkedin.com/in/syedriyazuddin/