My talk at the 2013 IA Konferenz in Berlin. Contains two case studies highlighting some problems and issues we encountered when integrating UX work in agile/lean project environments.

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Agile UX:
Lessons Learned
IA Konferenz 2013
Thomas Zahler

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Thomas Zahler
CEO @ intuio
Mail
thomas.zahler@intuio.at
Web
www.intuio.at
Twitter
@intuio

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“Hot food
served fast”
“Are we
shipping
the right
software?”
Deliverables
before
experience

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Case Study 1
Call Center

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Problem
High staff cost
Low customer satisfaction
Heterogeneous application landscape
Solution
Harmonise the call center UI
Agile project setup with UX integration
Goals
Reduce staff cost
Improve customer service

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Iteration Zero

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i1 i2 i3 i4Start Release
d1 d2 d3 d4
Too late.

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i1 i2 i3 i4Start Release
d1 d2 d3 d4
i0

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Iteration
Planning

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Project Iteration n-1 Project Iteration n+1
Design Iteration n+1n Iteration n-1 TransitionPufferQADetaildesignGrobdesignTestDesign Iteration n
SetupAnalyseDesignImplementierungQATestPufferTransitionProject Iteration n Project Iteration n
Design Iteration n+2
-2
Design

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TransitionTestQAFine designConcept
Setup Analysis Design Implement QA Test
Buffer
Projekt Iteration n-1
Design Iteration n+1
Synchronisation Zone

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TransitionTestQAne design
Setup Analysis Design Implement QA Test Buffer Transition
Buffer Design Iteration n+1 Design Iteration n+2

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TransitionTestQAne design Buffer
Synchronisation Point
Setup Analyse Design Implement QA Buffer TransitionTest
QAFine designConcept PufferTest
Setup Design ImplemAnalyse

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Big
Picture

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Start i1 i2 i3 i4 Releasei0
d3 d4d1 d2 d3 d4

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Start i1 i2 i3 i4 Releasei0Setup
d3 d4d1 d2 d3 d4big pic
Requirements
Lo-Fi Wireframes
“Big picture” concept

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Ideation

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before
39 steps
after
8 steps

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intuio's innovative design
solution helped us reduce
the average handling
time for customer
enquiries in our call
centre by up to 75%.
”
Sebastian Reiner
Project management CRM
− 30 steps per case
− 1,500,000 min
working time
in 2009

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Case Study 2
Engineering Tool

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Problem
20 yrs old expert system
2 wks training required
Difficult to maintain, extend
Solution
Implement as web application in a lean project
Goals
Reduce training effort
Efficient workflows

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Customer Needs

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Go Low-Fi

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Design in the
Browser

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Cultural Change

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Team Structure

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User Research

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Individual
team level
Project
level
Organisation
level
Internal forces
Clear goals
Group dynamics
Group
commitment
Schedule
management
Management
complexity
Organisational forces
Leadership
Experience
Group indepency/
autonomy/power
Schedule
management
Change
management
Communication
Performance
Teaming
Design behaviour
Customer
characteristics
Critical events/
conflicts
Members’
competence
Meeting efficiency
Organisational
communication
Organisational
behaviour
Management
commitment
External forces
Customer
satisfaction
Task switching
Resourcing
Organisational
behaviour
A Framework for Project Success, Marko Ikonen

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@xon1c
@tpiribauer @intuio
Say hi.

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Danke.
PresentationSlides
Sleeping Audience Members© Jessica Hagy

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...
Image Credits
http://world-beautifulwallpapers.blogspot.co.at/2013/03/waterfall-wallpapers.html
http://www.andersramsay.com/wp-content/uploads/2012/04/lean-agile-traditional.013-sm.png
http://www.extremetech.com/extreme/137521-the-tech-behind-felix-baumgartners-stratospheric-skydive
http://taicarmen.files.wordpress.com/2011/05/earth-from-space-1.jpg
http://www.flickr.com/photos/library_of_congress/2179910918/sizes/o/
http://www.njhotair.com/images/abq2002/oct05/Dscn0419.jpg
http://mode.galerijacentrs.lv/2013/03/holi-jeb-krasu-festivals-indija/
https://helda.helsinki.fi/bitstream/handle/10138/28453/leanthin.pdf?sequence=1