ux in a distributed agile team - making it work

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  1. 1. UX In a Distributed Agile Environment: Making it Work Krys Blackwood and Lea Cuniberti-Duran
  2. 2. Times, theyre a- changin 46% companies report they have teams distributed across 2 or more locations 3.2 million teleworkers in US Projections: 4.9 million by 2016 77% of companies >2500 allow telecommuting How about your company?
  3. 3. Picture of a Modern Team 3 locations: West Coast US, East Coast US, China PMs in CA & China, Engineers in MA & China, Designers in CA & MA 2 languages - English and Mandarin 3 cultures - West Coast, East Coast and Chinese
  4. 4. Its Complicated Company acquisition led to some defensiveness, divided loyalties and insecurity Culture of blame and CYA Engineers and QA new to Agile, still uncomfortable Does this sound familiar?
  5. 5. This Was Not Our First Rodeo Photo Source: http://mypetgroundhog.blogspot.com/2014/04/the-selfish-rodeo-clown-learns-lesson.html
  6. 6. Transparency Collaboration Communication The Elements of Successful Agile Teams Clear definition of success
  7. 7. Starting to Climb Our first approach: communication Tried reaching out: this was seen as too aggressive Engineers were uncomfortable having phone conversations Emphasized video chat to let them get to know us as people, time zones got in the way Preferred method: Email
  8. 8. Scrum Master is Your Bestie Scrum master had a great relationship with the devs and QA We spoke with the scrum master 2-3 times per day Bribery is valid: Baked cookies and brought treats from the garden When we werent getting responses and time was the issue, had him act as a go-between
  9. 9. How about Instant Messaging? Its instantaneous They were already comfortable using it amongst themselves They were reluctant to let us in to their circles
  10. 10. Us Them&
  11. 11. Lesson 1 Relationship building takes time Attend every scrum Remind engineers that were here, and what were working on Afterward, proactively reach out to engineers or qa via email Agreed to core hours for IM and email, plus reachable 24/7 Cell phones in email signatures
  12. 12. Gentle and Supportive Relentlessly nonjudgmental Constantly reminding that blame doesnt matter Encouraged alternative proposals Solicited and accepted criticism
  13. 13. Slowly but Surely No surprise: Each person had their own communication preferences Ended up customizing protocol for each of 15 people But not enough: Progress and projects were slow Photo credit: http://embodyheartandmind.com/balance/wp- content/uploads/2014/03/turtle.jpg
  14. 14. Lesson 2 Ask for Help After months of hard work, we asked our leadership for help Senior VPs provided support & guidance Summit with all locations in one place
  15. 15. Workshop Kickoff & Goal agreement 5 Dysfunctions of a Team http://www.tablegroup.com/books/dysfunctions Team Communication Puts & Takes Prioritization Roadmap Methods Team Summit Agenda: Day 1
  16. 16. 5 Dysfunctions
  17. 17. Servant Leadership https://greenleaf.org/what-is-servant-leadership/ Holding Efficient Meetings Why Agile: purpose and value of things in scrum Roles in the Scrum team Writing user stories Team Metrics Team Summit Agenda: Day 2
  18. 18. Working Agreement No blame Hierarchy of communication methods Involve all team roles in all stages - even if its just to see whats coming Celebrate wins Provide context for all requests Plan collectively, as a team Switch to Kanban 24 hour service agreement Team Summit Agenda: Day 3
  19. 19. Sea Change Photo credit: http://apps.seattletimes.com/reports/sea-change/2013/sep/11/pacific-ocean-perilous-turn-overview/
  20. 20. Lesson 3 Its About the Users Involved engineers & QA in test design Invited engineers & QA to observe usability sessions Showed them quant & qual results of their work Persona empathy workshops Customer journey mapping
  21. 21. Popularized by Cooper Design Blog http://www.cooper.com/journal/2014/05/persona-empathy-mapping Engages the team in user-centric thinking Shows the motivations behind the user actions Helps internalize the user experience Builds understanding and empathy toward the user Persona Empathy Mapping
  22. 22. Jen had baby Jonah 4 months ago and didnt realized that her and her husband had to add him to their medical plan. Now it is too late and the baby is without insurance. Baby Jonah develops a fever. Jen doesnt know if it is because of teething or something more serious and she should take him to urgent care. Sample Scenarios
  23. 23. http://www.cooper.com/journal/2014/05/persona-empathy-mapping
  24. 24. Visual representation of the end to end steps involved in a customer experience: from first contact to purchasing and customer after-care Mapped on a timeline Tracks feelings, thoughts, emotions, actions & goals + channels & touch points The goal is for the team to share the experience of our users. Customer Journey Mapping
  25. 25. Jen worries about her moms finances. She has been delaying a visit and Jen learns that the reason is about money. Jen learns, her mom is spending over $200 in Rx drugs copay each month a sizable chunk of her social security check. Jen decides to help her mom and start researching plans that offer better coverage. Sample Scenario
  26. 26. Actions Environment Goals Thoughts and Feelings Touch Points and Channels Step 1 Step 2 Step 3 Step 4 Step 5
  27. 27. Photo credit: http://pvop.org/event/2014/8/11/it-gets-better
  28. 28. The Moral of The Story Lesson 1: Relationship building takes time Be persistent, be supportive, be transparent Lesson 2: Ask for help Its not a failure, its getting the whole company aligned Lesson 3: Make it about the users Theyre the one thing were guaranteed to have in common Photo credit: http://www.uneed2knowthis.uk/blog- uneed2knowthis-uk/help-to-climb-mountain/
  29. 29. Questions?
  30. 30. T H A N K Y O U ! @lea_designer lea.posta@gmail.com @shodoshan shodoshan@gmail.com