Ledwell 2014-uxpa-customer-demos


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How to invite customer representatives into regular Agile Scrum sprint review meetings, and get useful feedback.

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  • Briefly describe our product and the long term vision for the product team.Large, sophisticated, 13 million lines of code
  • Incremental, Iterative, One of the first people in our organization working in Agile teams Touch on my dual roles on the Agile team.3m
  • If you want the links, follow me on Twitter and I’ll post this presentation after the conference.
  • Setting expectation for what participation means.
  • When you hear responses, shift mental gears so you’re no longer in demo (sell) mode.Leverage your UX interview skills to get good feedback: laddering (5 whys), open ended questions. Avoid leading questions
  • “Product partners” approach; Lighthouse customers overall goal;
  • 3-4 hours of “participant upkeep” per sprint
  • Ledwell 2014-uxpa-customer-demos

    1. 1. © 2014 Autodesk Collaborative Product Owning: Inviting Users into the Agile ProcessJoshua Ledwell @jledwell
    2. 2. © 2014 Autodesk @jledwell #UXPABOS14  Background  Why customers in sprint demos?  Others ways to get user feedback  Preparing customer participants  How to moderate  Achieving internal buy-in  Enhancing customer participation  General questions and answers Outline 2
    3. 3. © 2014 Autodesk @jledwell #UXPABOS14 Background New feature set New market New user type 3
    4. 4. © 2014 Autodesk @jledwell #UXPABOS14 http://www.agileforall.com/intro-to-agile/ 4
    5. 5. © 2014 Autodesk @jledwell #UXPABOS14  A natural progression of Agile  My domain knowledge was limited  Satisfy a few “lighthouse customers”  Customers and users were invested Why invite customers? 5
    6. 6. © 2014 Autodesk @jledwell #UXPABOS14 If you are practicing Agile UX: How do you get user feedback working within an Agile framework? 6
    7. 7. © 2014 Autodesk @jledwell #UXPABOS14 Jennifer (Jen) McGinn and Ana Ramírez Chang. RITE+Krug: A Combination of Usability Test Methods for Agile Design. Journal of Usability Studies, Vol. 8, Issue 3, May 2013, pp. 61-68. Desirée Sy. Adapting Usability Investigations for Agile User-centered Design. Journal of Usability Studies, Vol. 2, Issue 3, May 2007, pp. 112-132. UX research, Agile style 7
    8. 8. © 2014 Autodesk @jledwell #UXPABOS14  Work with sales and product management to identify target customers.  Email to briefly explain the concept and gauge interest.  Sign non-disclosure agreements (NDAs).  Give a kickoff presentation to show them where we’ve been and where we think we’re going. 1-3 times per year.  Optional: Visit the customer site so they’re not just a voice on the phone.  Goal: Recruit 3 customer firms and 2 – 3 individuals apiece. Recruiting customers 8
    9. 9. © 2014 Autodesk @jledwell #UXPABOS14 How does this work?  Phone and online screen sharing meetings, every two weeks. Currently alternate Wednesdays at 9am Eastern. Quick meetings, ½ an hour or less.  Live demo! We show you what we did. You tell us what you think.  Internal stakeholders and other customers also attend. Preparing customers 9
    10. 10. © 2014 Autodesk @jledwell #UXPABOS14 Keep in mind …  Progress may seem slow.  We aim for consistent participation or else you might lose context. If this is not going to work for you …  Sprint demos are not the only way to participate!  We’re also planning interviews, usability tests, and more Preparing customers 10
    11. 11. © 2014 Autodesk @jledwell #UXPABOS14 Subject: Comments from Sprint Demo Hello, I have watched the video, I have the following comments: Electrical Panel 7763: Good solution, no comments IDs 7590: Good fix, what happens to the element ID when swapped over? This is a loaded question. We use element ids to export models to navisworks and use the ID as an analogue for time to show how the model has put together from designers. Sample feedback !! ! 11
    12. 12. © 2014 Autodesk @jledwell #UXPABOS14 Reveal and redirect 12 “So how will that work when I [real world scenario]?” “How would you want it to work?” “I like that.” “Tell me more about that. What part do you like? Why?” “That reminds me I need something else changed, let me tell you about that.” “Thank you for that. Let’s set up a separate meeting to discuss it. Do you have any thoughts about the demo?” “Are you going to ship it like that?” “What would happen if we did ship like this?”
    13. 13. © 2014 Autodesk @jledwell #UXPABOS14  When customers argue with each other  When customers argue among themselves  Also, train your team Moderating excited participants 13
    14. 14. © 2014 Autodesk @jledwell #UXPABOS14 Before  Developers talk about code throughout the demo. After  Focus on eliciting stakeholder responses.  After the demo is over, the team stays in the room and discusses what they heard.  During the sprint we say, “Let’s see what the customers think.” Changing the conversation 14
    15. 15. © 2014 Autodesk @jledwell #UXPABOS14 “I was skeptical two years ago – I thought it would be a distraction – but I’ve changed my mind.” “We get valid, real world use cases instead of theoretical.” “You can learn a lot just listening to customers talk.” “We often get feedback that we probably should be working on something else.” Team members in their own words 15
    16. 16. © 2014 Autodesk @jledwell #UXPABOS14  Find The Bright Spots: We’re already meeting with key customers under NDA.  Script the Critical Moves and Build Habits: We already meet regularly and demonstrate to internal stakeholders.  Shrink the Change: Let’s start with just a couple of customers. Achieving internal buy-in 16
    17. 17. © 2014 Autodesk @jledwell #UXPABOS14 Achieving buy-in From: Development Manager PM/PO/UX’s – Josh and I had a discussion yesterday about including customers in our team demo meetings. This is a topic that has come up a number of times in the past. As we’re making an organizational change in this direction, this seems like the right time to pick this up and make it happen. We need someone to drive this effort, so I’m looking to this group for options for this role. 17
    18. 18. © 2014 Autodesk @jledwell #UXPABOS14  Demos are too superficial to get definitive feedback  Managers won’t let users participate  Risky to let customers see our slow real-world progress  Sales will object We decided to test the waters at customer visits … Concerns from stakeholders 18
    19. 19. © 2014 Autodesk @jledwell #UXPABOS14 Responding to stakeholder concerns From: Me and my UX colleagues Our contacts at (Customer A) and (Customer B) are ready to participate in our sprint demos. During our visits, we explained what we are asking for: • that they would be short meetings at the same time every two weeks • very small incremental views of progress • we’d want to ask them questions and we didn’t hear any problems or doubts. Our (Customer B) guy in particular pressed us on when we could start and why we hadn’t started already. --Josh 19
    20. 20. © 2014 Autodesk @jledwell #UXPABOS14 If you were to adopt this method: What objections or barriers might you need to overcome in your organization? 20
    21. 21. © 2014 Autodesk @jledwell #UXPABOS14  Kickoff meetings to give context  Send user stories 1 day ahead  Prompt for feedback  Note all responses, but focus on the demo  If a customer can’t attend, send the recording Lessons learned 21
    22. 22. © 2014 Autodesk @jledwell #UXPABOS14  Listen and pivot  Implement delighters  Spread the practice to more internal teams  Don’t try to scale, use different methods Improving the method 22
    23. 23. © 2014 Autodesk @jledwell #UXPABOS14 Questions and comments? Thanks to my colleagues who helped with this presentation! Joshua Ledwell, Principal UX Designer, Autodesk @jledwell #UXPABOS14 23