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Agile & User Experience for Engineers

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Our Journey towards User Experience Work 
& Challenges of Applying UX Processes
- Shu Ha Ri
- Trends in UX
- Working with Legacy Systems

Presented in Singapore on Nov 2016 for
- NUS:ISS Master Class

Presented in Bandung on April 2017 for
- Walden Global Services
- Gits

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Agile & User Experience for Engineers

  1. 1. Agile & 
 User Experience for Engineers Michael Ong
 Product Team Coach @ The Collab Folks
  2. 2. Good Morning ! Who? What? How? Why?
  3. 3. ABOUT THIS TALK Agile & UX for Engineers ‣ Real Life experience on how Agile & UX are relevant to software development, How to Integrate Them ‣ Challenges in practicing Agile & UX in Organisations
  4. 4. Site maps Wireframes Card sorting Usability testing Contextual inquiry Personas Scenarios Prototyping Heuristic evaluations Mental models Affinity diagramming Concept maps A/B testing Flow diagrams Taxonomies Storyboards User interviews AGENDA What we will not be able to cover today How to be a User Experience Designer!
  5. 5. Ruth Ho Michael OngLena Quek Focused on digital strategy, marketing, product development, and user experience. Previous projects include Luxury E-Commerce, Global Payments Tech, Telco, and B2B Mobile Applications. Passionate about customer-centric design/product development, marketing analytics, stakeholder management, and bridging the gap between business and IT. Focused on product strategy and development, agile practices, and user experience. Previous projects include Mobile Payments, Logistics Tracking & Surveying, Cleaning Inspection, Merchant Monitoring, E-Commerce, and Real Estate Portals. Passionate about helping founders chart a path towards growth through startup mentoring and coaching. Focused on user experience, field and user research, digital strategy and marketing. Previous projects include Online Publishing, E-Commerce, Customer Loyalty, Online Bookings, and Human Capital Management Software. Passionate about customer discovery, aligning business goals with user goals, and problem-solving via user-centric solutions.
  6. 6. MICHAEL ONG | @michaelon9 | michael@thecollabfolks.com tech ~ agile ~ ux ~ product ~ team coach ‣ before 1999 : programming in 6 languages ‣ web design / development ‣ research & development ‣ network engineer ‣ full-stack development + sales ‣ programming in +15 languages ‣ business process consulting ‣ internet spaceships ‣ portal development ‣ UXSG.org , Agile Singapore, Product Groups ‣ scrum master ‣ mobile & ux lead ‣ product manager ‣ coo a.k.a even more work including customer success, operations, logistics & finance ‣ more internet spaceships ‣ cycling + startup ‣ coach for agile, ux & product teams
  7. 7. MICHAEL ONG | @michaelon9 | michael@thecollabfolks.com i’ve worked with … ‣ Société Générale ‣ NEC Solutions ‣ K.C. Dat ‣ Nippon Express ‣ Air Asia ‣ Singapore Zoo ‣ Jurong Birdpark ‣ Changi Airport Group ‣ M1 ‣ Referral Candy ‣ That Green Space ‣ Arcstone ‣ KMK Online ‣ Bukalapak ‣ Foolproof ‣ SPH ‣ Jurnal ‣ BTPN / Genius ‣ Mapletree ‣ VISA ‣ Robert BOSCH ‣ SPH, ST701 ‣ iProperty Group ‣ bellabox Australia & Singapore ‣ Bicycl.asia at The Collab Folks … ‣ Lippo Group ‣ EMC ‣ DBS ‣ AXA ‣ GroupM
  8. 8. The Collab Folks Approach Product Management Agile Practices User Experience Design Marketing Leadership Coaching Product Team Coaching Talent / Skills Identification Connect external Talent / Skills EXPLORE COLLAB EVALUATE the learning organisation
  9. 9. ZA NOTABLE COLLABORATIONS Partners
  10. 10. Who’s here today? Let’s Warm Up ‣ Are you a ‣ Product Manager ‣ Designer ‣ User Researcher ? ‣ Developer / Engineer ‣ QA ? ‣ Business Development ? ‣ Marketing ? 10 minutes ‣ Which Industries do you work in ?
  11. 11. What Challenges / Questions are you thinking about ? Let’s Define Today ‣ List down 1 to 3 Learning Goals you Have ‣ What questions do you have? ‣ What challenges do you face ? 15 minutes
  12. 12. Let’s get going ! Who? What? How? Why?
  13. 13. Our Journey towards User Experience Work
 & Challenges of Applying UX Processes
  14. 14. SHU - HA - RI Shu - Ha - Ri is a way of thinking about how you learn a technique The name comes from Japanese martial arts (particularly Aikido), and 
 Alistair Cockburn introduced it as a way of thinking about learning techniques and methodologies for software development. http://martinfowler.com/bliki/ShuHaRi.html
  15. 15. SHU - HA - RI Shu: In the beginning stage ... Ha: At this point the student begins to branch out ... Ri: Now the student isn't learning from other people, but from his own practice.
  16. 16. SHU - IN THE BEGINNING STAGE 1999 - 2008
  17. 17. MICHAEL’S FIRST BUSINESS FAILING … QUICKLY
  18. 18. THE PROJECT THAT HELP MICHAEL UNDERSTAND THE IMPORTANCE OF RESEARCH ‣ cleaning inspection system ‣ designed, developed end-to-end by Michael ‣ on-site visits to observe user behaviour ‣ support & maintenance to adjust the product according to feedback
  19. 19. THE GAME THAT HELPED UNDERSTAND MULTI-ROLES ‣ EVE Online is a persistent world massively multiplayer online role-playing game (MMORPG) developed and published by CCP Games. ‣ Players of Eve Online can participate in a number of in-game professions and activities, including mining, piracy, manufacturing, trading, exploration, and combat (both player versus environment and player versus player). https://en.wikipedia.org/wiki/Eve_Online
  20. 20. HA - AT THIS POINT THE STUDENT BEGINS TO BRANCH OUT 2008 to 2015
  21. 21. BUSINESS #3 FAILING … AGAIN !
  22. 22. VENTURING INTO USER EXPERIENCE INDUSTRY Aſter Agile adoption at iProperty, CEO asked how we can be “mobile first”.
  23. 23. STORY #1 ‣ iProperty Group (Real Estate Portal) ‣ >10 years old (there for 3.5) ‣ 100+ to 300+ staff ‣ 4 main countries (MY, SG, ID, HK) ‣ connects real estate agents / agencies / developers ‣ to a few million property buyers & sellers
  24. 24. ‣ 6 months ‣ 4 countries ‣ 120+ team members ‣ focused on “user experience” as a topic ‣ to identify where,how and who we would start with ‣ “in-house” approach with mobile team with its own budget acting like a vendor co-located within the company 4 WORKSHOPS
  25. 25. ‣ mobile roadmap ‣ design strategy ‣ personas & scenarios ‣ information architecture ‣ task flows ‣ prototyping & testing ‣ development ‣ marketing launch & measuring THE PROCESS
  26. 26. DESIGN STRATEGY
  27. 27. ‣ Train the trainer ‣ I was trained at Republic Polytechnic during first workshop and with their assistance proceeded to carry out the rest of workshops to 120+ people ‣ Identify your successors and provide mentorship / training asap! ‣ Team leads took over Scrum teams after 1st year when I move to Product Owner position in new team ‣ New team Lead took over team when I moved on ‣ Individuals in our teams have mostly moved to team lead positions at 4 years after we introduced Agile/Scrum techniques KEY LEARNINGS
  28. 28. ‣ Communicate early and often ‣ Work with Marketing early to identify launch plans / bottlenecks ‣ Work with Customer Service / Sales early to train on product ‣ You can be Agile in a Enterprise, act like a Startup ‣ Understand your budget, control it ‣ Deliver results fast and measure ‣ After Mobile team rolled out apps for iPad, Windows, iPhone, Android across 3 countries in 9 month period, Mobile API is now used by Desktop sites ‣ Keep your team small (we had 5) ‣ Product Owner, UX/UI Designer, Back-end Dev, 2 Mobile Devs ‣ 6 apps in 9 months across 3 countries we operated in KEY LEARNINGS
  29. 29. STORY #2 ‣ bellabox (Beauty Discovery Service) ‣ >3 years old (there for 2) ‣ 20 to 35 staff ‣ 2 countries ‣ connects 700+ brands ‣ to a 100k+ audience ‣ 45k paying customers
  30. 30. ‣ 15 days ‣ 2 countries ‣ 20+ team members ‣ focused on “user experience” as a topic ‣ to identify where,how and who we would start with ‣ hybrid approach with design, development ‣ PO co-located at their office 80-90% of time 2 WORKSHOPS
  31. 31. ‣ design strategy ‣ product requirements and analysis ‣ product roadmap ‣ information architecture ‣ task flows ‣ prototyping & testing ‣ development ‣ marketing launch & measuring THE PROCESS
  32. 32. DESIGN STRATEGY
  33. 33. ‣ Business as usual while over-hauling a business is incredibly tough work ‣ We have had key project team members leave due to the hectic nature of running a business and creating a new platform ‣ Maintain focus on customer needs ‣ Don’t be distracted by growth. You are at critical juncture where lack of focus can delay project plans significantly KEY LEARNINGS
  34. 34. ‣ Hybrid model kinda works ‣ Lean In-house dev team ‣ Combined with Heavy out-sourced Design & Dev team ‣ Looking back, we would move towards in-house sooner rather than later after majority of work is completed BUT hiring is tough (for everyone) ‣ Learn from Enterprise ‣ Be great at documentation, process design ‣ Identify bottlenecks early and work on removing obstacles KEY LEARNINGS
  35. 35. COMMUNITIES
  36. 36. TAKES COMMITMENT TO BUILD COMMUNITIES
  37. 37. RI - NOW THE STUDENT ISN’T LEARNING FROM OTHER PEOPLE, BUT FROM HIS OWN PRACTICE 2015 to PRESENT
  38. 38. STORY #3 ‣ KMK Online ‣ Digital Arm of Emtek Group (Operates SCTV, Indosiar & O-Channel) ‣ Owns and Operates ‣ Blackberry Messenger (BBM) ‣ liputan6.com (news portal) ‣ vidio.com (video portal) ‣ bintang.com (entertainment portal) ‣ bola.com (sports portal) ‣ karir.com (job portal) ‣ +++ many others ‣ 250M+ monthly visits ‣ 70M+ monthly unique users
  39. 39. ‣ 1 day + 15 days + follow up practice ‣ Jakarta ‣ All KMK Teams + vidio.com for Design sprint ‣ focused on “user experience” as a topic ‣ to identify where, how and who we would start with 1 WORKSHOP + 3 WEEK DESIGN SPRINT
  40. 40. ‣ Business as usual while training is tough work ‣ We used a pair coaching approach for observations and pairing with teams on-site ‣ Maintain focus on user needs ‣ The Vidio team had many priorities and needed a crystal clear strategic focus to enable them to prioritise via user research ‣ Train the trainers ‣ After the training, the team worked with other product teams to start design sprints and eventually hired internal User Researchers KEY LEARNINGS
  41. 41. STORY #4 ‣ Singapore Press Holdings : Digital Division ‣ Digital Arm of SPH ‣ Owns and Operates ‣ AsiaOne ‣ STJobs ‣ FastJobs ‣ +++ many others
  42. 42. ‣ Over 4 months ‣ Singapore ‣ AsiaOne, STJobs, Fastjobs for Product & UX Program ‣ focused on “user experience” as a topic ‣ to identify where, how and who we would start with 9 WORKSHOPS
  43. 43. ‣ Business as usual while training is tough work ‣ We used 3 coach approach for observations and pairing with teams on- site for UX office hours ‣ Maintain focus on user needs ‣ Each team were at different product maturity and had to identify clearly their user needs via research ‣ Fundamental research techniques helped to open their minds towards answering “What do our users need” instead of “What we can develop for users” KEY LEARNINGS
  44. 44. NOTABLE COLLABORATIONS Clients Partners
  45. 45. IN SUMMARY • SHU • SILO in Tech with no understand about the wider business operations hurt the successful roll out of products my teams worked on • SPEAKING with Customers / Stakeholders early • TAKE TIME OFF and learn something different • HA • BRIDGE people as soon as possible • not only UX , Tech, Prod but all the various teams in a company • Speaking with the people who create the products and influencing CULTURE CHANGE takes time • the right COMMUNITIES are important for personal and professional growth • RI • DON’T BE AFRAID TO FAIL • 105 clients later, I’m still learning something new from each client and applying this into each new coaching with product teams and my latest business • FIND LIKE MINDED partners • I keep in touch with all ex-team members and see where they are in life, and check in about their work
  46. 46. Trends in UX
  47. 47. ENGINEERING Engineering is traditionally about FEATURE DELIVERY not about learning about the user/ MOST organisations have a culture of DELIVERY.
  48. 48. Designing Products Today Physical + Digital we design for Tomorrow we design for Connected Experience! Yesterday Desktop Mobile we design for Physical
  49. 49. Which product(s) do you consider to have a good user experience ? What is User Experience?
  50. 50. Positive Experience Image Credit: Michael Ong
 Quote from Feedback : https://www.kickstarter.com/projects/1670187625/see-sense-icon-the-intelligent-and-connected-cycle “1st, I love the new design, charging slots are brilliant and much improvement from previous versions. 2, App works great. First attempt to update didn't go, so stopped app and connected 1 at a time to update, worked easily. 3, Quality!”
  51. 51. Melissa Perri : Do you agree? “Product Management with no User Experience Design creates functional products that don’t make users excited. 
 User Experience Design with no Product Management produces delightful products that don’t become businesses.” Source : Melissa Perry on Changing the Conversation about Product Management vs. UX http://melissaperri.com/2016/01/17/pmvsux/#.VrDr4jZ96L7
  52. 52. Can you think of product(s) that have a bad user experience? What is User Experience?
  53. 53. Negative Experience “I bought two of these... Very unhappy. Both do not work right. Have to reset every single time as it freezes and just doesn't work. works for ten minutes. Not happy and wasted money. want my money back.” Image Credit: http://thenextweb.com/wp-content/blogs.dir/1/files/2014/02/flyfit2.png
 Quote from Feedback : https://www.kickstarter.com/projects/522669502/flyfit-unique-ankle-tracker-for-fitness-cycling-an
  54. 54. Product Management and UX Design Responsibilities Credit : http://melissaperri.com/2016/01/17/pmvsux/#.VrDr4jZ96L7
  55. 55. How to work together User Stories and epics : Define users, goals and value Product Management can own the acceptance criteria Requirements
  56. 56. How to work together Understand user needs and how they use technology / services That means customer visits and regular interviews User Research
  57. 57. How to work together Designers facilitate the design process with whiteboard and hand sketch sessions Ideation
  58. 58. Communication How to work together Include both in the regular cadence of product meetings to ensure a regular flow of communication
  59. 59. What : Product Management vs How : User Experience Product Managers Responsible for product’s overall success UX Designers Responsible for ensuring users’ needs are met 
 Engineers Developing Prototypes and Final product together
  60. 60. PUTTING IT TOGETHER https://jthoyer.wordpress.com/2015/09/30/google-io-2014-the-design-sprint-from-google-ventures-to-google/
  61. 61. WE WANT GREAT EXPERIENCES More or less features doesn’t matter. Engineering often sees PROTOTYPING as outside of engineering MAKE PROTOTYPING a first class member of your tech stack to cultivate a culture of LEARNING
  62. 62. Jeneanne Rae Do you agree? “Integrating Design into your company involves more than just hiring superstar designers. It takes a long-term commitment and developing a culture that brings everyone up to speed” Source : Jeneanna Rae on 6 Keys for Turning Your Company into a Design Powerhouse http://www.fastcodesign.com/1669433/6-keys-for-turning-your-company-into-a-design-powerhouse?
  63. 63. ROI of Design-centric firms Creating sustainable competitive advantage through design is not a quick or easy task. Source : DMI Design Value Index (Source: Design Management Institute) http://designforeurope.eu/news-opinion/value-design-business
  64. 64. Design Maturity Ladder Source : The Design Maturity Ladder (Source: Danish Design Centre) http://designforeurope.eu/news-opinion/value-design-business
  65. 65. Developing a UX Strategy Blueprint Credit : https://www.uie.com/articles/ux_strategy_blueprint/ Challenges Aspirations Focus Areas Guiding Principles Activities Measurements
  66. 66. Working with Legacy Systems
  67. 67. Legacy Systems The Problem isn’t Legacy Systems It’s Legacy People and Legacy Customers / Users Legacy People RESIST Change Legacy Customers / Users DON’T CARE
  68. 68. HOW TO FAIL PHASED Approach typical 3 phase approach 1) design and implementing the basics 2) completing the features of old system 3) implement some new and exciting features business get tired of waiting
  69. 69. HOW TO FAIL PIECE BY PIECE Refactor legacy system piece by piece, extracting parts and cleaning them up UPHILL battle due to friction between new and old and more people getting added to new designs business get tired of waiting
  70. 70. Design Freedom vs Cost of Change Design Freedom vs Cost Of Change Credit :Adaptive Path
  71. 71. What are the common objections? Do you face objections in introducing User Experience? When introducing User Experience topics to your organisation, what questions do you face? 10 minutes
  72. 72. but Change is _HARD_, what if … Sounds worrying ? ‣ Talking to Customers Isn’t a Part of an Organization’s Culture ‣ Leadership Doesn’t Have a Clear Vision ‣ Leadership and the Design Team Don’t Share the Same Vision ‣ The Design Team Hasn’t Laid a Sound Foundation by Establishing a Design Process ‣ The Designers on a Team Aren’t on the Same Page ‣ An Organization Doesn’t Allocate Its Resources Properly ‣ An Organization Encourages Feature Creep ‣ There’s No Effort Dedicated to Fit and Finish Source : http://www.uxmatters.com/mt/archives/2012/04/organizational-challenges-for-ux-professionals.php
  73. 73. As a team member, you are in the position to Take charge ‣ Listen up! ‣ Be the voice of honesty and open-mindedness ‣ Get practical and collaborative ‣ Make it good enough, but no better Source : http://uxmastery.com/how-to-apply-ux-in-an-organisation-new-to-user-centred-design/ Image Credit: Michael Ong
  74. 74. Who are your customers? Understand Your Environment Can you develop personas to determine Demographics Behaviours Needs & Goals
  75. 75. Who are your stakeholders? Understand Your Environment designers developers qa marketing sales operations customers service finance Image Credit: Michael Ong
  76. 76. Where are the problem areas? Understand Organisational Key Concerns Communication ? IT Responsiveness? Bad Customer Service? Image Credit: Michael Ong
  77. 77. Agile? How are you delivering projects? it is also helpful to identify what type of project delivery method you are using in your team perhaps you are in transition and it is helpful to know the contraints and paths towards each state (whether it will succeed or fail)
  78. 78. Put it together Goals , Vision, Strategy ‣ Run workshops to educate basics of User Experience ‣ Hire dedicated UX team members or go at it yourself ‣ Measure ‣ Present ‣ Repeat
  79. 79. Image Credit: Michael Ong
  80. 80. Define your own Product Design Process with your team Image Credit: Michael Ong
  81. 81. Image Credit: Michael Ong
  82. 82. Setup the product roadmap and focus on delivery S P R I N T ( 2 W E E K S ) 1 1 1 T H N O V 2 0 1 3 2 2 5 T H N O V 2 0 1 3 3 9 T H D E C 2 0 1 3 4 2 3 R D D E C 2 0 1 3 
 
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 - V O L U N T E E R - I N V I T E S L I V E I N V I T E S
  83. 83. Image Credit: Michael Ong
  84. 84. Almost done ! Who? What? How? Why?
  85. 85. What we covered today Real Life experience on how Agile & UX are relevant to software development, How to Integrate Them Challenges in practicing Agile & UX in Organisations
  86. 86. GREAT BOOKS YOU SHOULD READ
  87. 87. Tools you can use ‣ Primarily use Google Docs ‣ Draw is great for task flow diagrams ‣ I favor BPMN ‣ We also use diagramming tools like Cacoo ‣ For prototyping ‣ Paper, Sketch, Mockflow, Balsamiq, Mockflow, Fireworks, Photoshop works depending on your team ‣ For sharing visual designs and collaboration ‣ Google Draw, Invision ‣ For usability testing ‣ Silverback or Morae ‣ For Mobile Usability testing, setting up a rig for camera is quite easy.
  88. 88. What will you do with the takeaways today? Follow-up ‣ On a Post-It ‣ Write down your Name, Title, Company and E-mail / Phone ‣ State one takeaway you believe you can use in the next 30 days ‣ We will check-in with you 30 days from now on your progress
  89. 89. Retrospective We ask for feedback all the time! ‣ What did you like about the session? ‣ What did you not enjoy? ‣ How could we improve ? MICHAEL | @thecollabfolks | hello@thecollabfolks.com More questions? contact me via e-mail or setup a time to chat.
  90. 90. Q&A MICHAEL | @thecollabfolks | hello@thecollabfolks.com More questions? contact us via e-mail or setup a time to chat.
  91. 91. Thank You & enjoy the weekend!

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