This talk by Cecil Dijoux, author of #Hyperlean, is about answering the questions managers ask themselves every day to thrive in the digital era. How to daily manage the activity so that customer experience remains at the very heart of the team concern? How to foster the right context to encourage experimentation and the development of the team agility? How to adopt the right posture to engage every one, every day in the thinking, building, checking, learning loop so that each team member can see her or his contribution to the company operational improvement and financial growth as she learns new things about her own work?
Find out more about Lean in the digital world on www.lean-digital-summit.com
3. Cecil Dijoux
Lean & Agile Coach
Blogger, Speaker, Author
30+ years international expérience
in IT
cdijoux@gmail.com
thehypertextual.com
@cecildjx
linkedin.com/in/cdijoux
15. 3 Pillars of Digital Strategy
Customers and employees
hyper-informed
(and non captive)
CONTEXTSTRATEGICPILLAR
16. 3 Pillars of Digital Strategy
Customers and employees
hyper-informed
(and non captive)
CONTEXTSTRATEGICPILLAR
Disruptive Innovations
(technology, business model, usage,
new agile competitors)
17. 3 Pillars of Digital Strategy
Customers and employees
hyper-informed
(and non captive)
CONTEXTSTRATEGICPILLAR
Disruptive Innovations
(technology, business model, usage,
new agile competitors)
Customer
Experience
18. 3 Pillars of Digital Strategy
Customers and employees
hyper-informed
(and non captive)
CONTEXTSTRATEGICPILLAR
Disruptive Innovations
(technology, business model, usage,
new agile competitors)
Customer
Experience
Organisation
Agility
19. 3 Pillars of Digital Strategy
Customers and employees
hyper-informed
(and non captive)
CONTEXTSTRATEGICPILLAR
Disruptive Innovations
(technology, business model, usage,
new agile competitors)
Customer
Experience
Organisation
Agility
Team
Engagement
22. 1. Understand what the customer want
(what she really, really wants)
1. Ask her
2. Dig into the gold mine of support tickets :
• What are the problems ?
• Causes of quality issues ?
• What is there to learn ?
23.
24. 2. Align Teams
Use KPIs that make sense for the customer
(Quality / Time management / Costs / Customer Satisfaction)
25. 3. Learn to see the waste
What in our work deliver value to
the customer ?
What prevents us from doing so
?
What are the impediments I can
remove for my team ?
28. 9
6
Réalisé Objectif
E-Commerce
International Community
Management Team
Laetitia
Context
Problem
1. Valentina
1. Made translation first (2 hours)
2. Wants data in input brief in same order as site
3. Miss some translations of implicit cultural references
4. Fast and happy
5. 50 mns : 6 blocks out of 8
- CMS
- URL
- Brief
29. 9
6
Réalisé Objectif
E-Commerce
International Community
Management Team
Laetitia
Context
Problem
1. Valentina
1. Made translation first (2 hours)
2. Wants data in input brief in same order as site
3. Miss some translations of implicit cultural references
4. Fast and happy
5. 50 mns : 6 blocks out of 8
- CMS
- URL
2. Annette
1. Didn’t make translations - Knows there are some
implicit cultural references but not where
2. Goes back and forth cause not sure of translations
3. Keeps on sighing
4. 50 mns : 1 block completed. A second one started
- Brief
- Words
- CMS
- URL
- Brief
30. 9
6
Réalisé Objectif
E-Commerce
International Community
Management Team
Laetitia
Context
Problem
1. Valentina
1. Made translation first (2 hours)
2. Wants data in input brief in same order as site
3. Miss some translations of implicit cultural references
4. Fast and happy
5. 50 mns : 6 blocks out of 8
- CMS
- URL
2. Annette
1. Didn’t make translations - Knows there are some
implicit cultural references but not where
2. Goes back and forth cause not sure of translations
3. Keeps on sighing
4. 50 mns : 1 block completed. A second one started
- Brief
- Words
- CMS
- URL
- Brief
1. Writers come explain implicit cultural references (5
out of 35)
2. Project Leader makes brief in the right order
3. Make translation first to save time
4. Validate translation with scandinavian CMgr
31. 9
6
Réalisé Objectif
E-Commerce
International Community
Management Team
Laetitia
Context
Problem
1. Valentina
1. Made translation first (2 hours)
2. Wants data in input brief in same order as site
3. Miss some translations of implicit cultural references
4. Fast and happy
5. 50 mns : 6 blocks out of 8
- CMS
- URL
2. Annette
1. Didn’t make translations - Knows there are some
implicit cultural references but not where
2. Goes back and forth cause not sure of translations
3. Keeps on sighing
4. 50 mns : 1 block completed. A second one started
- Brief
- Words
- CMS
- URL
- Brief
1. Writers come explain implicit cultural references (5
out of 35)
2. Project Leader makes brief in the right order
3. Make translation first to save time
4. Validate translation with scandinavian CMgr
9
6
Animation n Animation n+1
Productivity
+30%
32. Problem : 9 days workload to deploy a mini-site
Résults
Learnings
Laetitia Coachs : Cecil Date création : 24/09
Date m. à jour : 30/11
Improve mini-site deployment
Animation delivered in 6 days
•And Annette is happy
Actions
# Action Qui Quand Résultat
1 Order information in the brief SR 24/09 OK
2 Presentation by writers team
to focus on cultural
references (15 mns)
SR 30/09 OK
3 Scandinavian Translation
session (15 mns)
DK 8/10 OK
4 Standard Process validation
by the team
Lae 8/10 OK
• Validate inputs to avoid wasting time
• Clear understanding of where cultural references are
• Valide scandinavian translations as team
• Finalise translations before starting inputs in CMS
9
6
Réalisé Objectif
9
6
Animation n Animation n+1
Productivity
+30%# Cause Validée ?
(O/N)
1 Informations Brief not in the right order O
2 Implicit Cultural references O
3 Can’t translate implicit cultural references O
4 No standard process for the team O
Causes
Traduction
Editoriaux
Définition
URLs (SEO)
Mise en
page
ValidationLaunch !
X
Caractéristiques
du mini-site
Contenu
éditorial
Standard
33. Daily management practices for the
digital era
1. Understand what the customer wants
2. Align team on user oriented KPIs
3. Learn to see the waste
Customer
Experience
34. A G I L I T
Agility : empower everyone to experiment everyday
(to improve the process and/or the product)
35. 4. Daily standup
Performance + production : create the condition of daily success
Did we succeed yesterday ?
How about today ? Are we gonna make it ?
36. 5. Develop resilience :
Manage operational excellence
How many quality issues ? Delay issues ?
What are the causes ?
How do our system react in case of problems ?
37. 6. Develop daily learning :
Problem Solving
Who want to own the problem ?
What are the causes ?
Hat counter-measures can we
test quickly ?
What is there to learn for our
process ?
43. E-Commerce
Integration of Storyboards
Romy
(UX)
Context
Jeremy
(IT)
Mock-up Fully functionning
Web site
Sophie (PL)
Issue
Many days late !!!
Many bugs !!!
• 15 due to layout / font / font size /
• 8 due to animated components
2. Analyse cause of defects
1. Problem
10 days late
33 defects
• How fast is « smooth » box
opening ? (600 ms)
• Build a checklist for
Jeremy to know how to do
it right first time
• 14 defects – 4 days delay
• 9 layout– image
• 3 animation : hover, slider
4. Check (following mini-site)3. Counter measures
44. E-Commerce
Integration of Storyboards
Romy
(UX)
Context
Jeremy
(IT)
Mock-up Fully functionning
Web site
Sophie (PL)
Issue
Many days late !!!
Many bugs !!!
• 15 due to layout / font / font size /
• 8 due to animated components
2. Analyse cause of defects
1. Problem
10 days late
33 defects
• How fast is « smooth » box
opening ? (600 ms)
• Build a checklist for
Jeremy to know how to do
it right first time
3. Counter measures
• 14 defects – 4 days delay
• 9 layout– image
• 3 animation : hover, slider
4. Check (following mini-site)
• Improve checklist
• Improve consistency of
UI mock-up
5. Counter measures
45. E-Commerce
Integration of Storyboards
Romy
(UX)
Context
Jeremy
(IT)
Mock-up Fully functionning
Web site
Sophie (PL)
Issue
Many days late !!!
Many bugs !!!
• 15 due to layout / font / font size /
• 8 due to animated components
2. Analyse cause of defects
1. Problem
10 days late
33 defects
• How fast is « smooth » box
opening ? (600 ms)
• Build a checklist for
Jeremy to know how to do
it right first time
3. Counter measure
• 14 defects – 4 days delay
• 9 layout– image
• 3 animation : hover, slider
4. Check (following mini-site)
• Improve checklist
• Improve consistency of
UI mock-up
5. Counter measures
33
14
2
Site 0 Site #1 Site #2
Quality issues :
÷ 15
46. E-Commerce
Integration of Storyboards
Romy
(UX)
Context
Jeremy
(IT)
Mock-up Fully functionning
Web site
Sophie (PL)
Issue
Many days late !!!
Many bugs !!!
• 15 due to layout / font / font size /
• 8 due to animated components
2. Analyse cause of defects
1. Problem
10 days late
33 defects
• How fast is « smooth » box
opening ? (600 ms)
• Build a checklist for
Jeremy to know how to do
it right first time
3. Counter measure
• 14 defects – 4 days delay
• 9 layout– image
• 3 animation : hover, slider
4. Check (following mini-site)
• Improve checklist
• Improve consistency of
UI mock-up
5. Counter measures
33
14
2
Site 0 Site #1 Site #2
Quality issues :
÷ 15
Jeremy
Superstar
47. Probleme : 33 bugs UI/UX on Guide Expert Résultats
Enseignements
Romy / Jérémy Coachs : Sophie / Cecil Date création : 24/09
Date m. à jour : 30/11
Inprove integration Quality
Analysis (Pareto) of the 33 bugs UI/UX on « opération Guide
Expert »
• 15 retours liés à des problématiques de mise en page :
marges, croix de fermeture de blocs mal positionnées,
mise en page titre, taille de police …
• 8 retours liés à l’animation
14 retours UI/UX sur Site #1 (7 Octobre)
•9 retours liés à des problématiques de mise en page : centrages,
netteté, espaces
•3 retours liés à l’animation : Hover, Slider
•2 problèmes liés à des incohérences maquette UI
Actions
# Action Qui Quand Résultat
1 Checklist validation UI
pour intégration
Romy 24/09 OK mais à
compléter
2 Standard pour
animation de
composants
David 30/09 OK mais à
compléter
3 MàJ Checklist UI pour
intégration
Romy 8/10 OK mais à
compléter
4 MàJ Standard
Animation
David 8/10 OK
5 Création checklist
validation maquette UI
Romy 8/10 OK
# Action Qui Quand Résultat
1 Mise à jour Cheklist Jérémy 10/10 OK
• Réduction considérable du taux d’implicite entre l’UI et
l’intégration, via un standard écrit :
Gain en qualité et en efficacité
Standard utilisable sur d’autres projets
• Besoin de gagner encore en explicite : besoin de la mise
à jour de la maquette lorsque changement (vs un mail ou
PPT d’explication)
33
14
2
Site 0 Site #1 Site #2
Quality issues :
÷ 15
48. 4. Manage Performance and Production
5. Develop operational resilience
6. Develop daily learning (PDCA)
Organisation
Agility
Daily management practices for the
digital era
1. Understand what the customer wants
2. Align team on user oriented KPIs
3. Learn to see the waste
Customer
Experience
53. 7. Visual Management
8. Go on the shop floor, with candor
9. Provide every one with the opportunities to
improve the system
Team
Engagement
4. Manage Performance and Production
5. Develop operational resilience
6. Develop daily learning (PDCA)
Organisation
Agility
9 Daily Management Practices for the
Digital era
1. Understand what the customer wants
2. Align team on user oriented KPIs
3. Learn to see the waste
Customer
Experience