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Business Analysts are on the GO: Design with users, not for them!

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Доклад Pinar Cinali на Analyst Days-7. 13-14 октября 2017. Минск
www.analystdays.com

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Business Analysts are on the GO: Design with users, not for them!

  1. 1. PINAR CİNALİ Business Analysts are on the GO! Design with users, not for users
  2. 2. HI, I’M PINAR CINALI Associate Partner @ linkedin.com/in/pinar-cinali @pinardcinali Delivers; ● Business Analysis Consultancy Services ● IIBA® Business Analysis and User Experience Training ● User Experience Design Projects Trainer - Facilitator - Principal Consultant ex-Business Analyst, ex-Employee @VESTEL & @SONY
  3. 3. I have something to say... ● Traditional & New Ways of Business Analysis ● Challenges BAs Face ● New Techniques for Business Analysts
  4. 4. BUSINESS ANALYSIS TRADITIONALNEW
  5. 5. BUSINESS ANALYSIS Traditional Way of Business Analysis Business Analysis is the set of tasks and techniques used to work as a liaison among stakeholders in order to understand the structure, policies, and operations of an organization, and to recommend solutions that enable the organization to achieve its goals. [The BABOK® V2 Guide] ● Gather requirements from stakeholders ● Model and document requirements ● Recommend solutions ● Scope the system requirements
  6. 6. BUSINESS ANALYSIS New Way of Business Analysis Business Analysis is the practice of enabling change in an organizational context by defining needs and recommending solutions that deliver value to stakeholders. [The BABOK® V3 Guide] ● Elicit Requirements by Thinking as a Customer ● See the Whole ● Determine What is Valuable ● Understand What is Doable ● Responding to Change
  7. 7. BUSINESS ANALYSIS Traditional Business Analysis New-Age Business Analysis lots of challenges
  8. 8. CHALLENGES #1. Unclear Requirements #2. Problem vs Solution #3. New Magic Quadrant #4. Connecting The Dots #5: Products Fail #6: Don’t Know Who The User Is #7: Design With User, Not For Users
  9. 9. CHALLENGE #1: UNCLEAR REQUIREMENTS Primary causes of project failures PMI’s PULSE OF THE PROFESSION 17 39% Inaccurate Requirements
  10. 10. CHALLENGE #1: UNCLEAR REQUIREMENTS
  11. 11. CHALLENGE #1: UNCLEAR REQUIREMENTS REQUIRES ELICITATION REQUIRES DEEP RESEARCH Adapted from the Johari Window, a communication model developed by Joseph Luft and Harry Ingham WE ARE HAPPY REQUIRES MORE ANALYSIS
  12. 12. CHALLENGE #2: PROBLEM vs SOLUTION Problem ● A customer problem, need or benefit that the product should address Solution ● A specific implementation to address the need or product requirement
  13. 13. CHALLENGE #2: PROBLEM vs SOLUTION Problem: I need a writing instrument that works in zero gravity Solution: I need a pen that works in zero gravity
  14. 14. CHALLENGE #2: PROBLEM vs SOLUTION Ground the innovation process with insights
  15. 15. CHALLENGE #3: NEW MAGIC QUADRANT
  16. 16. So many dots to connect: ideas with different ideas to create new and unusual concepts business with customers to gain insight and engagement products with services for comprehensive customer experiences customers with customers to build richer communities CHALLENGE #4: CONNECTING THE DOTs
  17. 17. CHALLENGE #4: CONNECTING THE DOTs TECHNOLOGY PEOPLE VALUEEXPERIENCE CONTEXT Make the connections between them by thinking with the left and right side of the brain which is essential for innovation
  18. 18. CHALLENGE #4: CONNECTING THE DOTs Renaissance The famous portrait Leonardo da Vinci CONTEXT is important! This is not possible by looking more closely. It may be possible by seeing the big picture, understanding how objects relate to their context
  19. 19. CHALLENGE #4: CONNECTING THE DOTs “Learn how to see. Realize that everything connects to everything else.” Leonardo Da Vinci
  20. 20. “You can’t connect the dots looking forward; you can only connect them looking backwards.“ Steve Jobs CHALLENGE #4: CONNECTING THE DOTs
  21. 21. CHALLENGE #5: PRODUCT FAILURE WHY is it so hard to build a product that customers LOVE? Customers are in the driving seat…
  22. 22. CHALLENGE #5: PRODUCT FAILURE It is not about what you develop as a product It is about how you design the experience of using that product User Experience matters because... •UX improves conversions and customer satisfaction by 83% •88% of users won’t return after a negative experience In order to design lovable products, we should apply user centered design.
  23. 23. CHALLENGE #6: USERS UNKNOWN “We spend a lot time designing the bridge, but not enough time thinking about the people who are crossing it.”
  24. 24. CHALLENGE #7: DESIGN WITH USERS, NOT FOR USERS Co-creation is an approach that increases the user’s direct involvement; teams literally design concepts in collaboration with their end-users.
  25. 25. CHALLENGE #7: DESIGN WITH USERS, NOT FOR USERS Consider who to involve! Finding the right participants is the key to successful co-creation. Think about the target customers, and involve a mix of primary persona types to help bring different perspectives to the process. Let the end-user tell you what they need
  26. 26. CHALLENGE #7: DESIGN WITH USERS, NOT FOR USERS BUSINESS ANALYST • identifying needs • collaborating on requirements • facilitating solutions • focused clearly on the business USER CENTERED BUSINESS ANALYST ● identifying needs ● collaborating on requirements ● facilitating solutions ● focused clearly on user needs.
  27. 27. FORGET TRADITIONAL METHODS FORGET TRADITIONAL METHODS to OVERCOME CHALLENGES Consider which techniques will help you get users talking, thinking and collaborating
  28. 28. REFLECT MAKE OBSERV E USE set of techniques... STAKEHOLDER MAP INTERVIEW S EMPATHY MAP FOCUS GROUP AFFINITY DIAGRAM CUSTOMER JOURNEY MAPPING BUSINESS MODEL CANVAS KANO ANALYSIS STORYBOARDING USER STORY TOUCHPOINTS MATRIX PERSONA SERVICE BLUEPRINT VALUE PROPOSITION CANVAS PROTOTYPINGMIND MAPPING MVP JOB SHADOWING ETHNOGRAPHIC RESEARCH FORGET TRADITIONAL METHODS USABILTY TESTING
  29. 29. New Age Techniques INSIGHT RESEARCH
  30. 30. New Age Techniques CONTEXTUAL INQUIRY Spend a few hours watching how your users do their job and behave in their environment
  31. 31. New Age Techniques EMPATHY MAPPINGWalk in your customer’s shoes. Try to feel like them and understand why they say something but do something else.
  32. 32. New Age Techniques Turn medical scans into adventures by having empathy and doing research with parents and children An MRI system at the University of California San Francisco Benioff Children's Hospital features a cable car theme. Credit: GE Healthcare
  33. 33. New Age Techniques JOURNEY MAPS Show the whole customer experience across all touchpoints between the customer and the organization
  34. 34. New Age Techniques PROTOTYPING Used to create a working or non-working model of a possible solution. It has been defined as elicitation technique
  35. 35. New Age Techniques USABILITY TESTINGGet your simple prototype into the hands of the people you’re designing for. Most critical phase of user centered design process
  36. 36. Final words... • Due to the challenges we are facing working in a traditional way, it is necessary for us to change to a new way of working. • It is time to involve the users in the design process to create the right solution for the problem. • Don’t forget to design WITH users, not just FOR them!
  37. 37. ANY QUESTION?

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