build digital services, not websites - agile australia 19...build digital services, not websites...
TRANSCRIPT
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
28/6/17 4
About us – Our services
mindhealthconnectMy Aged CarePregnancy, Birth and Baby
Carer Gateway Get HealthyNational Health Services Directory
healthdirect after hours GP helpline Quitline
28/6/17 5
28/6/17 6
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
28/6/17 8
#1 Design principle
#Builddigitalservices,notwebsites.
Ourjobistouncoveruserneedsandbuildtheservice thatmeetsthoseneeds.
“Aserviceissomethingthathelpspeopletodosomething.
Ofcoursemuchofthatwillbepagesontheweb,butwe’renot heretobuildwebsites.Thedigitalworldhastoconnecttotherealworld,sowehavetothinkaboutallaspectsofaservice,andmakesuretheyadduptosomethingthatmeetsuserneeds.”
28/6/17 9
#1 How we operate – Org level
Then– FunctionalSilos
Technologyservices(internal)
Onlineservices
ServiceDelivery
Otherservices
Now– Serviceorientedorganization
Technologyservices(internal)
others
28/6/17 10
#1 How we operate – Service level
ServiceDirector
ProductManager(s)
DeliveryManager
Userresearcher
Productteam(s)
Service
newrole
• Oneend-to-endserviceline
• Strongerserviceandproductfocus
• Cleareraccountabilities
• Cross-functionalserviceteam
28/6/17 11
#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’?
28/6/17 13
#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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28/6/17 18
#2 How are we tracking
Knowledgeoftheirbroadercontext
Userwall
Userresearchsession
28/6/17 19Enoughempathy
Anxious/Fearful
Stressed
Confused
Skeptical
Prejudice
#2 How are we tracking
28/6/17 20
#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
28/6/17 27
Finalwords..
• Service-orientedorganization
• Mapthebroaderservicelandscape
• Researchuserandtheirneeds
• Don’tforgetthenon-digitalexperience
