UX Meets Agile Development in CaringBridge 5.0

UX Meets AgileDevelopment inCaringBridge 5.0 January 10, 2013 1/10/2013 www.caringbridge.org

About CaringBridge. 1/10/2013 www.caringbridge.org

Our mission.To amplify the love, hope and compassion inthe world, making each health journey easier. 1/10/2013 www.caringbridge.org

Our history• CaringBridge is a nonprofit founded in 1997• First and most widely used “caring” social network• Funded by a grateful, engaged community 1/10/2013 www.caringbridge.org

We offer multiple ways to care CaringBridge Sites Post health updates and receive support. SupportPlanner Organize day-to-day support and other helpful tasks 1/10/2013 www.caringbridge.org

Where our heart is• Available at no cost• Protected from intrusive advertising• Multiple privacy settings to everyone’s needs• Available online 24/7, accessible to anyone, anywhere 1/10/2013 www.caringbridge.org

Sona Mehring, CaringBri dge Founder & CEO “My original idea was simple. I wanted to connect family and friends facing a health challenge with loved ones, because care and concern can be transformative and healing.”1/10/2013 www.caringbridge.org

Half a million peopleconnect throughCaringBridgeeach day. That’s a lot of love. 1/10/2013 www.caringbridge.org

We’re everywhereCaringBridge can be accessed through any onlineor mobile connection. Mobile website iPhone and Android apps provide easy access to loved ones on the go. Notifications Family and friends may receive an email or text message when a new journal entry is made. 1/10/2013 www.caringbridge.org

Our impact • More than 500,000 people connect through CaringBridge every day. • 46 million people visited CaringBridge.org in 2012. • More than 408,000 Sites and SupportPlanners have been created since the organization was founded in 1997. • More than 118,000 families and individuals made a charitable gift to CaringBridge in 2012. • More than 1,100 volunteers 1/10/2013 www.caringbridge.org

Spread the word. Show caring for others. 1/10/2013 www.caringbridge.org

Amplify love, hope and compassion• Tell someone about CaringBridge• Start a Site or SupportPlanner for someone who needs support• Connect with CaringBridge via Facebook or Twitter• Become an Amplifier (amplifierhub.caringbridge.org)• Support the mission by donating (caringbridge.org/donate) 1/10/2013 www.caringbridge.org

Meet the UX Team. 1/10/2013 www.caringbridge.org

UX Team Tammy Ablan UX Manager Caryn Pagel Josh CarrollVisual Designer UX Analyst Bridget Suddendorf Grant Novey UI Designer UI Designer 1/10/2013 www.caringbridge.org

User Experience at CaringBridge 1/10/2013 www.caringbridge.org

UX meets AgileDevelopment inCaringBridge 5.0 1/10/2013 www.caringbridge.org

Agenda1. CaringBridge Today2. CaringBridge 5.0 Demo3. Project Kickoff4. The Sprint and UX Activities5. Lessons Learned 1/10/2013 www.caringbridge.org

CaringBridge Today 1/10/2013 www.caringbridge.org

CaringBridge 5.0 Demo 1/10/2013 www.caringbridge.org

Project Kickoff 1/10/2013 www.caringbridge.org

Defined Agile• 2 week sprints• Focus on solving a problem• Collaborate• Be flexible• Little up front documentation 1/10/2013 www.caringbridge.org

Develop a Project Charter 1/10/2013 www.caringbridge.org

Project Charter (continued) 1/10/2013 www.caringbridge.org

A Few of Our Project Goals• Deliver a working prototype by 10/19 that includes a user experience across multiple devices.• Be innovative• Be "open" internally - clear, creative and consistent communication with CB staff (e.g. video blog) 1/10/2013 www.caringbridge.org

Ideation Clearinghouse 1/10/2013 www.caringbridge.org

Ideation Clearinghouse Our process• Facilitator drives the activity• Focus on a problem• As many iterations as you’d like; let the group decide• 8 minute time box• 2 minute round robin critique• 5 minute retrospective

Ideation Clearinghouse Results 1/10/2013 www.caringbridge.org

Defined Roles 1/10/2013 www.caringbridge.org

Defined Workspace 1/10/2013 www.caringbridge.org

Defined Documentation Wiki and style guide

Innovation Station 1/10/2013 www.caringbridge.org

Internal Micro Site 1/10/2013 www.caringbridge.org

Time to Sprint 1/10/2013 www.caringbridge.org

What did we do?• Design Studio• Personas• User Stories• User Scenarios• Cross-functional Pairing• Formative User Research (Usability)• Documentation 1/10/2013 www.caringbridge.org

Design Studio Leverage team’s knowledge and creativity

Design Studio Our process• Facilitator drives the activity• Focus on a problem• 3-4 iterations; last iteration is a group sketch• 8 minute time box• 2 minute round robin critique• 5 minute retrospective 1/10/2013 www.caringbridge.org

Design Studio Results: a shared vision 1/10/2013 www.caringbridge.org

Personas Patty Patient “Having cancer changes your perspective on what’s important – the way you view life. CaringBridge has allowed me to focus on getting better and has provided me the support I need.”Bio Overview Patty’s SituationAge: 51 Patty was diagnosed with stage II breast cancer. She was stunned, as she hadn’t been sick a dayEducation: High School degree in her life before that. Her prognosis is good, and her CaringBridge website has helped herand some college credits cope with the situation as she begins her journey towards wellness.Occupation: Receptionist at St.Charles Humane Society Patty’s NeedsHH Income: $25,000  To get well and feel “normal” againFamily: Divorced with twoadult children (Sara and Melody)  To feel loved and supported by friends and familyand a dog (Rutabaga)  To respond to all of the “well wishes”, questions and notes from friends and familyResidence: St. Charles, IL  Help getting everyday things done, from doctor’s visits to household choresHobbies: taking care of animals  To spend time on “stuff that matters” – reunited friendships, her faith, and of course familyof all kinds (loves dogs) Patty’s StoryTechnology Usage February 16, 2009 is the day that Patty’s life changed forever – she recalls it vividly. “I found a• Not very “tech savvy” – just lump in my breast a few weeks earlier and was waiting for the test results. When myenough to get by for work, home oncologist told me I had breast cancer, I was dumbfounded. I hadn’t been sick a day in my life, I(though not scared by 1/10/2013technology) thought there must be some mistake.” www.caringbridge.org• Has a cell phone, but only uses (continued, p. 2)

Patty Patient “Having cancer changes your perspective on what’s important – the way you view life. CaringBridge has allowed me to focus on getting better and has provided me the support I need.” Bio stats may be outdatedBio Overview Patty’s SituationAge: 51 Patty was diagnosed with stage II breast cancer. She was stunned, as she hadn’t been sick a dayEducation: High School degreeand some college credits in her life before that. Her prognosis is good, and her CaringBridge website has helped her cope with the situation as she begins her journey towards wellness.Occupation: Receptionist at St.Charles Humane Society Patty’s NeedsHH Income: $25,000  To get well and feel “normal” againFamily: Divorced with twoadult children (Sara and Melody)  To feel loved and supported by friends and familyand a dog (Rutabaga)  To respond to all of the “well wishes”, questions and notes from friends and familyResidence: St. Charles, IL  Help getting everyday things done, from doctor’s visits to household choresHobbies: taking care of animals  To spend time on “stuff that matters” – reunited friendships, her faith, and of course familyof all kinds (loves dogs) Get educated about her health conditionsTechnology Usage Connect with people in similar situations• Not very “tech savvy” – just Patty’s Storyenough to get by for work, home February 16, 2009 is the day that Patty’s life changed forever – she recalls it vividly. “I found a(though not scared by lump in my breast a few weeks earlier and was waiting for the test results. When mytechnology) oncologist told me I had breast cancer, I was dumbfounded. I hadn’t been sick a day in my life, I• Has a cell phone, but only uses thought there must be some mistake.”it sporadically (continued, p. 2)• Dial-up Internet access 1/10/2013Technology may be out of date www.caringbridge.org

Customer Experience Maps 1/10/2013 www.caringbridge.org

User ScenariosVince wants to be able to help Patty, but doesn’twant to bother Patty or Abby by calling them. Hefollows Patty’s community on CaringBridge to seehow she’s doing, but he’s not comfortable leaving along guestbook message. He wants to help Pattyout in tangible ways, but only if he knows what sheneeds. 1/10/2013 www.caringbridge.org

User Stories Experience/outcome focused

User Stories Our process• Focus on a problem• Explore the range of possible solutions• Generate user stories• Break down the story / scenario based• Focus on thin slices 1/10/2013 www.caringbridge.org

Cross-Functional Pairing Continuous ideation, production, & feedback 1/10/2013 www.caringbridge.org

Cross-Functional Pairing Our process• Wireframe/sketch to code• Focus on functionality and usability, not design• UX and software engineer’s unite 1/10/2013 www.caringbridge.org

Iterative Usability Testing 1/10/2013 www.caringbridge.org

Other User Research 1/10/2013 www.caringbridge.org

Trailing Documentation 1/10/2013 www.caringbridge.org

Page Tables • Business rules • QA testing requirements • Page metrics • Event tracking requirements • Open graph meta tags 1/10/2013 www.caringbridge.org

Lessons Learned• Be realistic with what can be accomplished in a sprint• Do user testing every sprint• Every team activity needs a strong facilitator• Establish critique guidelines• Do a retrospect every sprint and follow through on feedback 1/10/2013 www.caringbridge.org

Agile ReferencesUIE Podcast “Anders Ramsay – Applying Agile Values toUX”: www.uie.com/brainsparks/2012/01/11/anders-ramsay- applying-agile-values-to-ux/Anders Ramsay write about Agile and UX frequently at:AndersRamsay.comAgile Dictionary: agiledictionary.comAgile Manifesto: agilemanifesto.org 1/10/2013 www.caringbridge.org

Thank YouUI Designer UX ManagerGrant Novey Tammy Ablangnovey@caringbridge.org tablan@caringbridge.org@gdnovey @tammyablanUX Research AnalystJosh Carrolljcarroll@caringbridge.org@joshcarroll01 1/10/2013 www.caringbridge.org

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UX Meets Agile Development in CaringBridge 5.0

by Tammy Ablan on Jan 11, 2013

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