Combining Agile, Lean and Usability within Suncorp
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Combining Agile, Lean and Usability within Suncorp

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User experience has always been challenging for those building internal, user-compelled use systems like Intranets. However, in today’s social media environment where the speed and creation of the ...

User experience has always been challenging for those building internal, user-compelled use systems like Intranets. However, in today’s social media environment where the speed and creation of the sharing knowledge is changing, the traditional Intranet is also struggling to keep up with the demands of a modern organisation. This trend provides a vast array of opportunities for User Experience professionals to develop internal systems that support the specific needs of company employees.

This presentation will describe how a small Project Team within Suncorp combined Agile, Lean and Usability techniques to simplify and improve online Service delivery and increase the productivity of 16,000 Suncorp employees.

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  • $4M on a Sharepoint initiative and it crashed and crashed the network.This is a People NOT a technology issue.

Combining Agile, Lean and Usability within Suncorp Combining Agile, Lean and Usability within Suncorp Presentation Transcript

  • Combining Agile, Lean &Usability within SuncorpTeale Shapcott
  • “ I am not motivated todesign & build IntranetsI work to create tools thatunleash staff potential”Teale Shapcott @tealeOther Online Profiles http://www.facebook.com/tealeshapcott http://www.tealeshapcott.com http://au.linkedin.com/in/shapcott
  • 40% of Intranet Projectsfail to attract useradoption to achieve ROI(Gartner)10-15% of IntranetProjects are scrappedaltogether50% of the projects takelonger to complete thanexpected.
  • Barriers to Success Prescient Digital Media
  • 9+ Steps to find a tool to do one task! • < 200 visits by staff per month • Alphabetical order of Services • Not user-friendlySuncorp Staff Services :: August 31st 2011
  • Relevant Content for new & existing staff Over 6,000 page visits per monthSuncorp Staff Services :: August 31st 2012
  • Culture & Mindset Change Intranet Useful & Valuable Business Organic Repeated Tool Usability UsableLaunch Growth Redesigns - Project to - Content organically - Projects to ‘redesign’ -Structured - Site creation - Intranet 2.0 launch a grows the Intranet. methodology for processes & design governance - Clear business value new - No Content Strategy - cosmetic improvement focus - Staff end users - Search works - Resourced Intranet Team Intranet. - Minimal Governance - Continuous Improvements - Problems with involved in design. - User research, - Promote - Lack of direction search, poor - Card requirements - Intranet integral to helping the site to - Information sorted content, lack of Sorting, Wireframing, u gathering, needs staff be more staff into Business Units governance not sability testing analysis. efficient, productive. addressed. - Intranet team roles & - Sites are useful for - Intranet viewed as a real responsibilities the daily activity of business tool staff. Agile , Lean, Usability Combination “What Every Intranet Team Should Know”Six Phases of Intranet Evolution James Robertson
  • “Please buildme somethinglike this … in5 weeksfor all Groupwide BusinessTechnology, Real Estate &ProcurementCustomers.. ” Repeated Redesigns!
  • Source: Stephen Anderson www.poetpainter.comRepeated Redesigns!
  • Repeated Redesigns!
  • Five weeks later… we delivered “The new Services site is a lot easier to use to submit requests to BT & saves me a lot of time on the phone..”“I think the new layout is Danial McCulloughgreat. Its clear and easy tofollow. Good work.” This is a huge improvement! Please seeMarian Sylvia further feedback from some members of my business area below: "It looks a lot easier for “Looks good. Easy to read, easy me to find things now!" "Looks pretty good to use, with common sense to me. Much easier than the previous” links to commonly used stuff.” Candice Chick Melvyn Jacobs Happy Executive Manager Happy Staff Repeated Redesigns!
  • A new project to } define a new design framework for Suncorp Shared Services (SSS) incorporating LeanBarriers to Success Prescient Digital Media
  • Backend (Process) Frontend (Intranet) Defining Value of a Service Communicating Value & Online Self Service Lean Practices: Usability Practices: • SIPOC • Content Authoring Templates (Subsites) • Value Stream Maps (VSMs) • Wireframing (Subsites + Portal) • A3’s • Content Inventories (Subsites + Portal) • 5 Whys? • People Activities & Context Workshops (Portal only) • Voice of the Customer (VOC) • IA Visual Maps Before & After (Portal only) • Intranet Content Framework (Portal Only) • Surveys (Portal Only) • Affinity Diagramming (Portal Only) • Card Sorting (IA) (Portal Only) Rapid Delivery of Services Agile Practices: • Story carding / JIRA • Big Visual Charts / Burn Up Charts • Showcases • Retrospectives / Iteration Planning Meetings • Standups • Heat Maps • KanbanAgile – Usability – Lean
  • Intranet Team (Owners / Admins) Experts in Intranet Lean for Content Lifecycle / Site Management Usability Services / Content Strategy Agile Delivery ApproachService Owners (Subsite Owners / Admins)Service Provision ExpertsLean for Process / Service ImprovementContent Authors & Managers for their Service Staff CustomersAgile – Usability – Lean
  • Source: World Wide Intranet ChallengeAndrew Wright
  • Site Structure for the Service Owner
  • Form / Tool / Application Link “I need a tool to complete that task” - Allows staff to access / order the Service immediately. - No need to ‘dig through’ content to do complete a task Structured Content “I need reliable information on who, what, where” Service Description ( 1 page ) - Service Landing Page - Describes benefits & limitations of the Service How to Content - Service notices “How do I complete that task or activity?” - Content broken down into a consistent structure of: 1. What is the problem to be solved 2. Are there any pre-requisites to solve the problem? 3. Steps to solve the problem or complete the activity.Useful, usable information for staff.
  • Services Intranet Structure
  • Lean Tools – VSM
  • Site Creation Process High Level
  • Results of the Content Changes
  • Culture & Mindset Change Intranet Useful & Valuable Business Organic Repeated Tool Usability UsableLaunch Growth Redesigns - Project to - Content organically - Projects to -Structured - Site creation - Intranet 2.0 launch a grows ‘redesign’ the methodology for processes & - Clear business value new - No Content Intranet. design governance - Resourced Intranet Intranet. Strategy - cosmetic - Staff end users - Search works Team - Minimal improvement focus involved in design. - User - Promote - Continuous the site to Governance - Problems with - Card Sorting, research, requireme Improvements staff - Lack of direction search, poor content, Wireframing, nts gathering, needs lack of governance usability testing analysis. - Intranet integral to - Information sorted not addressed. helping staff be more into Business Units - Intranet team roles - Sites are useful for efficient, productive. & responsibilities the daily activity of staff. - Intranet viewed as a real business tool Agile , Lean, Usability Combination “What Every Intranet Team Should Know”Six Phases of Intranet Evolution James Robertson
  • Questions &Discussion