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1© SmoothApps 2015 All rights reserved. www.smoothapps.com
EMPATHY DRIVEN DEVELOPMENT
RESCUE VALUE FROM THE BERMUDA TRIANG...
2© 1993-2014 Scrum.org, All Rights Reserved
About Me…
• Education:
 Bachelors in Computer Sc. & Engg.
 Masters in Entrep...
3© SmoothApps 2015 All rights reserved. www.smoothapps.com
•Relentless focus on
• Maximizing output - VELOCITY
• Minimizin...
4© SmoothApps 2015 All rights reserved. www.smoothapps.com
Challenge For Our Industry…
•Value disappearing into…
Cost of S...
5© SmoothApps 2015 All rights reserved. www.smoothapps.com
Cost Thinking vs Value Thinking
Let’s STOP getting more
efficie...
6© SmoothApps 2015 All rights reserved. www.smoothapps.com
•Any examples from your experience…?
•Success stories / tips…?
...
7© SmoothApps 2015 All rights reserved. www.smoothapps.com
Impediment
?
•But what blocks our teams…?
8© SmoothApps 2015 All rights reserved. www.smoothapps.com
A Common Impediment
?
•But what blocks our teams…?
9© SmoothApps 2015 All rights reserved. www.smoothapps.com
What Is Empathy…?
10© SmoothApps 2015 All rights reserved. www.smoothapps.com
Current State
• How empathetic is your team towards …?
• SPONS...
11© SmoothApps 2015 All rights reserved. www.smoothapps.com
An approach to developing software that relies on
team members...
12© SmoothApps 2015 All rights reserved. www.smoothapps.com
• Stakeholders Inaccessible to
Development Team
• Un-validated...
13© SmoothApps 2015 All rights reserved. www.smoothapps.com
• Empathy Map…
• Create a grid
• Flip-charts and tape
• With p...
14© SmoothApps 2015 All rights reserved. www.smoothapps.com
An Example – Medical SW
• Imagine you are part of a Scrum Team...
15© SmoothApps 2015 All rights reserved. www.smoothapps.com
An Example – Medical SW
Doctors
Nurses
Pharmacists
Patients
Ho...
16© SmoothApps 2015 All rights reserved. www.smoothapps.com
Desired Outcomes
•Good conversations
•Un-validated assumptions...
17© SmoothApps 2015 All rights reserved. www.smoothapps.com
More Stakeholder Empathy…!
18© SmoothApps 2015 All rights reserved. www.smoothapps.com
Useful Pattern…
Dr. John Kotter
http://www.kotterinternational...
19© SmoothApps 2015 All rights reserved. www.smoothapps.com
Possibilities…
• Developers to customer site…?
• Most influent...
20© SmoothApps 2015 All rights reserved. www.smoothapps.com
•Apply Empiricism:
• TRANSPARENCY: Current state of stakeholde...
21© SmoothApps 2015 All rights reserved. www.smoothapps.com
Learn More
https://www.vitalsmarts.com/influencer/
22© SmoothApps 2015 All rights reserved. www.smoothapps.com
• What was your most valuable
takeaway?
• What is one baby ste...
23© SmoothApps 2015 All rights reserved. www.smoothapps.com
Let’s Talk…
Ravi Verma
The Org Whisperer
smoothapps
smoothapps...
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Empathy Driven Development: Rescuing Value from the Bermuda Triangle of Waste

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Do your delivery team members know which features of your products bring a smile to the face of your users and which make them pull out their hair?

Effective Agile requires "Customer collaboration over contract negotiation" and making it "Our highest priority is to satisfy the customer through early and continuous delivery of valuable software." " but how can we accomplish these goals if we can't empathize with our customers and end users?

Let's talk about a simple frame-work to increase empathy between our delivery team members and our end users and customers within the constraints of our organization, so we can rescue value from the Bermuda triangle of waste!

Published in: Technology
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Empathy Driven Development: Rescuing Value from the Bermuda Triangle of Waste

  1. 1. 1© SmoothApps 2015 All rights reserved. www.smoothapps.com EMPATHY DRIVEN DEVELOPMENT RESCUE VALUE FROM THE BERMUDA TRIANGLE OF SOFTWARE DELIVERY!
  2. 2. 2© 1993-2014 Scrum.org, All Rights Reserved About Me… • Education:  Bachelors in Computer Sc. & Engg.  Masters in Entrepreneurship • Certifications:  PST (PSF, PSM, PSPO), PSE, PSM II, PSPO II, PSD I  Evidence Based Management Consultant  MBTI Certified Practitioner  Certified in Advanced Conflict Resolution  Certificate in Organizational Development • Experience:  Sr. Principal – Enterprise Agile Deployment, Sabre  Founder & Org Whisperer – SmoothApps  16+ years in SW Delivery, Consulting  Siemens, HP, Avaya, Cisco, AT&T. among others  Dev Background: C/C++, VC++, Win32 SDK, Oracle…
  3. 3. 3© SmoothApps 2015 All rights reserved. www.smoothapps.com •Relentless focus on • Maximizing output - VELOCITY • Minimizing cost - $ FOR SCRUM TEAMS • Minimizing time - # OF SPRINTS Challenge For Our Industry…
  4. 4. 4© SmoothApps 2015 All rights reserved. www.smoothapps.com Challenge For Our Industry… •Value disappearing into… Cost of Scrum Teams Staff
  5. 5. 5© SmoothApps 2015 All rights reserved. www.smoothapps.com Cost Thinking vs Value Thinking Let’s STOP getting more efficient @ delivering this & START getting effective @ delivering this
  6. 6. 6© SmoothApps 2015 All rights reserved. www.smoothapps.com •Any examples from your experience…? •Success stories / tips…? COST THINKING vs VALUE THINKING
  7. 7. 7© SmoothApps 2015 All rights reserved. www.smoothapps.com Impediment ? •But what blocks our teams…?
  8. 8. 8© SmoothApps 2015 All rights reserved. www.smoothapps.com A Common Impediment ? •But what blocks our teams…?
  9. 9. 9© SmoothApps 2015 All rights reserved. www.smoothapps.com What Is Empathy…?
  10. 10. 10© SmoothApps 2015 All rights reserved. www.smoothapps.com Current State • How empathetic is your team towards …? • SPONSORS: Fund the Scrum Team • END USERS: Use the increments • END CUSTOMERS: Served by end users via the increment • COLLEAGUES: Impacted by the Scrum Team • EMPLOYERS: Writing the pay-check • COMMUNITY: In which the team works • OTHER: …? • Any examples….? • How has it impacted the value delivered…? • Are you satisfied…?
  11. 11. 11© SmoothApps 2015 All rights reserved. www.smoothapps.com An approach to developing software that relies on team members making decisions based on empathy towards impacted stakeholders. This approach requires development teams to creatively self-organize within the constraints of their organizations, to work around the barriers that isolate them from their stakeholders. Empathy Driven Development is complementary to Agile Software Delivery with Scrum and is key to Scrum Activities and Events like Backlog Management and Refining, Sprint Planning, Daily Scrum and Sprint Review. A Fresh Approach… • Where would you inject empathy into Scrum in your organization? How? • What are the top 3 barriers that might impede this approach in your organization?
  12. 12. 12© SmoothApps 2015 All rights reserved. www.smoothapps.com • Stakeholders Inaccessible to Development Team • Un-validated Assumptions about Stakeholder needs • Layers of Proxies between Stake- holders and Development Team • Distrust between Stakeholder Proxies and Development Team • Cynicism / Apathy towards Stakeholders • No time / money to connect with stakeholders Common Barriers To EDD…?
  13. 13. 13© SmoothApps 2015 All rights reserved. www.smoothapps.com • Empathy Map… • Create a grid • Flip-charts and tape • With post-it’s, list stakeholders • For each stakeholder… • ACCOUNTABILITY: • MOST VALUABLE: • MOST PAINFUL: • 140 characters or less…! • Review as a group Getting Started…
  14. 14. 14© SmoothApps 2015 All rights reserved. www.smoothapps.com An Example – Medical SW • Imagine you are part of a Scrum Team that creates software used by Doctors to enter patient records. • How would you fill out this table….?
  15. 15. 15© SmoothApps 2015 All rights reserved. www.smoothapps.com An Example – Medical SW Doctors Nurses Pharmacists Patients Hospital I.T. Hospital Director Other…? Heal patient Support Doctor Right medicines Get better Support staff Sustainable biz. Intuitive, quick Intuitive, quick Accurate Awesome care Easy upgrade Happy patients More time on tool, less time with patients Poor 3rd party integration? Irritated / frustrated doc Tech support calls High costs, poor NPS
  16. 16. 16© SmoothApps 2015 All rights reserved. www.smoothapps.com Desired Outcomes •Good conversations •Un-validated assumptions •Head scratching •Curiosity •Action items to connect with stake-holders •Many follow-up actions and conversations •But most importantly…
  17. 17. 17© SmoothApps 2015 All rights reserved. www.smoothapps.com More Stakeholder Empathy…!
  18. 18. 18© SmoothApps 2015 All rights reserved. www.smoothapps.com Useful Pattern… Dr. John Kotter http://www.kotterinternational.com/about-us/principles/
  19. 19. 19© SmoothApps 2015 All rights reserved. www.smoothapps.com Possibilities… • Developers to customer site…? • Most influential / cynical…? • Customers to developer sites…? • No money…? • Video customers using product • Skype / GotoMeeting with Webcam…? • Self-organize…? • Include in new-hire training / on- boarding • Must capture smiles and frowns!
  20. 20. 20© SmoothApps 2015 All rights reserved. www.smoothapps.com •Apply Empiricism: • TRANSPARENCY: Current state of stakeholder empathy • INSPECTION: Is it where you would like it to be? • ADAPTATION: Self-organize to make it better! • Empathy Map • Observe stakeholders – face to face / webcam • Talk to them, talk to each other • Walk in their shoes • Figure it out…! Call to Action…
  21. 21. 21© SmoothApps 2015 All rights reserved. www.smoothapps.com Learn More https://www.vitalsmarts.com/influencer/
  22. 22. 22© SmoothApps 2015 All rights reserved. www.smoothapps.com • What was your most valuable takeaway? • What is one baby step you will take in the next 30 days to apply what you learned today?
  23. 23. 23© SmoothApps 2015 All rights reserved. www.smoothapps.com Let’s Talk… Ravi Verma The Org Whisperer smoothapps smoothapps orgwhisperer

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