Lunch and Learn talk given at Atlantic BT, September 2018

1. EMBRACE NEGATIVE RESULTS -
Fail Early or Fail Large
ABT Lunch-n-Learn, September 2018

2. Mars Climate Orbiter

3. NOBODY FOUND THE PROBLEM!

4. Bradley Fighting Vehicle

5. I FOUND A BIG(ish) PROBLEM!

6. I DID MY JOB WELL, SO WHY… ?

7. Positive Results Make People Happy

8. NEGATIVE RESULTS CAN
SAVE A PROJECT!

9. Test not just the interface, but the
viability of the Value Proposition
In Concept & Execution

10. CASE STUDY - NCSU SYLLABUS TOOL

11. WHAT WE DID:
● Stakeholder Interviews
● Focus Groups
● Paper Prototype
● Service Blueprint

12. + System of syllabus creation that reflects up-to-date university
requirements.
+ Flexible system that can dynamically respond to changes in
syllabus requirements with minimal/no back-end updates.
+ Display a more modern and responsive visual and workflow
presentation.
Stakeholder Interviews - VALUES SOUGHT

13. + To allow for rollover of syllabi from previous semesters.
+ To allow users to resume interrupted tasks in an intelligent
way.
+ To be flexible for the needs of all departments and schools.
+ To provide clear directions and feedback in the syllabus
creation workflow.
+ To be able to integrate with the CIM [Course Inventory
Management] system in future iterations.
Stakeholders - OBJECTIVES

14. “People may have said modern and responsive, but
do you think they really meant easy-to-use?”
Stakeholder Quote

15. + Calendars are both important and time-consuming.
+ Instructors rely on website resources to complete syllabus
components, notably Academic Calendars & Required Policies
+ Instructors desire the flexibility to craft and format their syllabi
as needed.
+ One of the more taxing processes in syllabi creation is textbook
and online resource updates.
Focus Group - CONCERNS

16. PAPER PROTOTYPE TESTING

17. RESULTS:
● Faculty were able to
use the proposed
interface
BUT
● They strongly prefer
to use Google Docs
“I was terrified to
present the results”
UX Researcher

18. A Bad Idea,
Beautifully Executed,
is Still a Bad Idea!
Lockheed Martin Stakeholder
(about an internal initiative)

19. + “The system of permissions from administration to faculty
seems that it will be difficult to implement. This could make the
project bigger than we are initially thinking.”
+ “If the faculty don’t adopt the system, then the project will
fail. This will be directly related to both usability and how we,
internally, present the system.”
Stakeholders - RISKS

20. Based on prototype results, we went back to focus group concerns.
Developed a Service Blueprint to map/understand those needs.
Reviewed Service Blueprint with Stakeholders.
Investigating WHY?

21. Syllabus Submission Process - SERVICE BLUEPRINT

22. RESULTS:
● Plan change from “big-bang” to phased release
● Simplified interface
● Alpha test phase/group created

23. Students will enter
Syllabi
Testing interface
Faculty will review
Syllabi
Testing Value Prop

24. User Research led to a
Leaner, Lower-Risk Approach!

25. UX SERVES TWO MASTERS

26. We tend to
focus on USERS
But in Relation
to a Provider

27. The Value Proposition is Crucial

28. Who is providing that Value?
(Hint - They pay our invoices)

29. USER
focus
PROVIDER
focus
Overview of Business Model

30. If the Business Model Fails
The User Gets Nothing!

32. Calls To Action:
1. - Smile, don’t groan at Test Fails.
2. - Take negative feedback to heart.
3. - Think about value to our clients as
much as to users.

33. So, How did the Problem
I found turn out?

35. Combat Results:
BFV Crews so Happy
they came to Tell Us
their Stories!