nux leeds - january 22nd - can design constraints be freeing and creative freedom constricting? by...

Richard Halford NUX Leeds 22 January 2015

Northern User ExperienceLeeds

“

”

Can design constraints be freeing and creative freedom constricting?

And how do you start with a blank sheet of paper?

- About me

- The pleasure of constraintsFNB Cellphone Banking

- Learning from my failures COPFS

- The joy and art of visioningNational Grid

- Summary, questions and discussion


Disclaimer


“These are my views, experiences and opinions on my work and do not reflect those of my current or former employers

or clients in any way.”

1976


2002

8 years

7 months

7 years

1998 - 9


The pleasure of constraintsCellphone Banking

Vision and brief history

- Must work on 10 year old legacy devices (as of 2005)

- Banking for the unbanked

- Go live in 100 days in 2005

- Offer core banking with m-commerce and mobile payments

- SMS and USSD

- Selling airtime, electricity and even traffic fines

- Approximately R70 mill a year (£4 mill) as at 2007

- June 2007 = 340,400 subscribers


Constraints

- SMS and USSD as bearers

- SMS - 160 chars

- USSD max 2 min session @ R0.1c per second

- 10 year old handsets

- Transaction limits and session time outs

- Fraud

- Off bearer authentication of MOPIN

- English only

- Help



N70

Options Exit


N70

*120*321#

Options Exit


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*120*321#FNB :-) Welcome to FNB Cellphone Banking. Please select reply/answer on your cellphone and key in your 5 digit MOPIN.

Options Exit


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FNB1. Prepaid2. Banking3. LOTTO4. Send Money5. Soccer66. International7. Electricity8. Traffic Fines9. Options

Options Exit


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FNB1. Send Money2. View History3. Lower Limit4. View Fees9. Options

Options Exit


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FNBPlease select reply/answer and key in the cellphone number you wish to send money to.

Options Exit


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FNBPlease select reply/answer and key in the cellphone number you wish to send money to.

FNBPlease select reply/answer and key in an amount of R<Min Amount> or more you wish to send. Max amount = R<Max Amount>.

Options Exit


N70

Our approach

- 2,500+ SMS and USSD system messages

- 9 Level USSD menu with with Prepaid and Banking always at the top and never changed - everything else was flexible

- Session resumption

- Studied our analytics

- fuzzy logic to interpret spellings - reviewed weekly

- test, test and test some more


- Buy Prepaid Airtime for yourself or someone else (Vodacom, MTN, Cell C, Virgin Mobile, 8ta)

- Buy Vodacom data bundles, SMS bundles and Big Bonus Vouchers

- Buy Prepaid Airtime for people living in other countries

- Set-up Prepaid Scheduled Top-Ups

- Buy Prepaid Electricity (Eskom and selected municipalities)

- Check balances on one or all of your accounts

- Get a mini statement

- Transfer money between your own FNB accounts (e.g. from your Smart Account to your Savings Account)

- Make third party payments to pre-defined beneficiaries

- Apply for FNB Loan

- Pay Traffic Fines


What else you can do with a cellphone


Image: © Chris Malcolm

Learning from my failuresCOPFS


To build a custom case management system for the prosecution service to replace the existing custom solution


Challenges

- scale, complexity, technology, requirements up front, on going business change

- design is a silo = death - design is a whole team activity- learn the technology and understand the architecture - get dirty with data models

- Failed to design out complexity - tried to design it all

- Expectation setting

- Agile practice enabled me/us to fail fast

- State and session management


COPFS Demo



The joy and art of visioningNational Grid


- 6 weeks to visualise an art of the possible gas control room interface for managing and running the day to day trading desk operations of the UK gas network

- Present this vision as part of requirements stream to National Grid senior leadership team


Challenges

- 6 weeks to present a new vision for the gas trading desk system

- Re-imagine a new way of working with information for the traders

- No constraints


My approach

- Who

- Where

- When

- What

- Why… and how…


WhereWhen

WhereWhenWhat

WhereWhenWhatWhat

In summary

QuestionCan design constraints be freeing and creative freedom constricting? And how do you start with a blank sheet of paper?

Answer: Yes and yes. By giving yourself the freedom of constraints.


Questions and discussion



If we have the time…

nux leeds - january 22nd - can design constraints be freeing and creative freedom constricting? by...

Presentations & Public Speaking