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Please Solve the Right Problem - Jisha Sharma

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AGILE GURUGRAM 2017 | Day 1 | Talk | 16:15 - 17:00

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Please Solve the Right Problem - Jisha Sharma

  1. 1. AGILE GURUGRAM 2017 @ Agile Network India , All Rights Reserved. www.agilenetworkindia.com MAY 26, 2017 BY JISHA SHARMA PLEASE SOLVE THE RIGHT PROBLEM!
  2. 2. @ Agile Network India , All Rights Reserved. www.agilenetworkindia.com Agenda Basics of problem solving, User Research THEORY: 20 mins FEEDBACK/QUESTIONS: 5 mins User Journeys and Opportunity Canvas THEORY: 10 mins Introductions and objectives for today INTRO: 5 mins User Research PRACTICE: 5 mins 2
  3. 3. @ Agile Network India , All Rights Reserved. www.agilenetworkindia.com 3 As published in one of the Harvard Business Reviews in early 2017, in surveys of 106 C-suite executives who represented 91 private and public-sector companies in 17 countries, it was found that a full 85% strongly agreed or agreed that their organizations were bad at problem diagnosis, and 87% strongly agreed or agreed that this flaw carried significant costs
  4. 4. @ Agile Network India , All Rights Reserved. www.agilenetworkindia.com So how do we diagnose the right problem? 4 • There are four key steps – Define the scope of work – Interact with end users and map their entire process for the problem area – Understand the pain points, existing tools, emotions and thought process at each step – Identify opportunities that solve for the pain points, user needs and helps them get to a happier state
  5. 5. @ Agile Network India , All Rights Reserved. www.agilenetworkindia.com 4 step problem-solving process is a powerful framework for diagnosing a problem 5 Define the scope Engage end customer/user Engage end customer/user Understand pain points Identify Oppor- tunities Map the business process 3 Understand pain points4 Identify Opportunities 1 Define the Scope 2 Map the business process • Be clear on how wide you want to go while problem diagnosis • Why: Team should be aligned on the scope • It is important to understand the process end to end, it is about the service design and not just a part of it. • Why: This will help you have a wide picture and help with overall adoption • First understand the pain points and emotions through the process • Why: This will help us understand where the pain is and where can be the gain. Technology is only a part of problem solving • Each step in the process needs to be dived into and then identify the opportunities there • Why: This will help with all the opportunities and then we should maximize on one or two opportunities
  6. 6. @ Agile Network India , All Rights Reserved. www.agilenetworkindia.com User interviews, journey maps and opportunity canvas to help through these 4 steps 6 Define the scope Engage end customer/user Engage end customer/user Understand pain points 3 Understand pain points4 Identify Opportunities Identify Oppor- tunities Map the business process 1 Define the Scope 2 Map the business process • This needs to be done in a meeting with the stakeholders basis existing information/data, experience or gut feeling • User interviews is key for this • Journey maps/experience maps can be leveraged to document pain points, touch points and emotions. Further they can be used to identify opportunities • Post journey mapping, an opportunity canvas will help you detail out each opportunity and maximize on it
  7. 7. This needs to be done in a meeting with the stakeholders basis existing information/data, experience or gut feeling Ideation/brainstorming techniques could be leveraged Define the scopeScope can be defined in multiple ways
  8. 8. @ Agile Network India , All Rights Reserved. www.agilenetworkindia.com User interviews is a good starting point to map the business process Quiz question 1 8 “How angry do you usually feel when an online order doesn’t arrive on time? “Recall a time when an online order didn’t arrive on time. How did you feel?” “Recall a time when an online order didn’t arrive on time. What did you think or feel?”
  9. 9. @ Agile Network India , All Rights Reserved. www.agilenetworkindia.com 9 Speculative Question Based on Imagination: “Tell me what goes on in your head when an online order doesn’t arrive on time.” Context-based Question Grounded in Reality: “Tell me what went on in your head the last time when an online order didn’t arrive on time.” User interviews is a good starting point to map the business process Quiz question 2
  10. 10. @ Agile Network India , All Rights Reserved. www.agilenetworkindia.com 10 Specific Question: “What was the last thing you bought online?” Open-ended Question: “Tell me more about the last time you purchased something online.” User interviews is a good starting point to map the business process Quiz question 3
  11. 11. @ Agile Network India , All Rights Reserved. www.agilenetworkindia.com 11 1. Know what you want answered, clear and concise goals 2. Reframe the problem statements 3. Build a list of questions a. Don’t ask leading questions b. Ask about specific incidents in the past, when possible c. Ask more open-ended questions d. You can ask more than one question to find out the same thing e. Don’t ask if they’d buy your product 4. Paraphrase each question 2–3 times 5. Give the whole list of questions a structure a. Introduction b. Warm up questions c. Main body questions d. Wrap up Things to keep in mind while conducting user interviews
  12. 12. @ Agile Network India , All Rights Reserved. www.agilenetworkindia.com Reframe the problem statement per the real need 12 Original: “Why do people make purchases online?” Reframe 1:“What makes people want to buy online?” Reframes 2 & 3:“What makes a product saleable online?” “What makes a product unsaleable online?” Sample user guide in the handout
  13. 13. @ Agile Network India , All Rights Reserved. www.agilenetworkindia.com Journey maps can be very useful in identifying pain points and opportunities 14 created by Sandeep Kumar Bajpai and Jisha Sharma, resolution low as confidential
  14. 14. @ Agile Network India , All Rights Reserved. www.agilenetworkindia.com Journey maps can show the original and the expected journey beautifully 14 http://uxmag.com/sites/default/files/uploads/grocki- illustratingthebigpicture/PregnancyJourney-Alt_1224.jpg Print in the handout
  15. 15. @ Agile Network India , All Rights Reserved. www.agilenetworkindia.com Opportunity Canvas can be used to detail out an opportunity 16 Sample in the handout
  16. 16. @ Agile Network India , All Rights Reserved. www.agilenetworkindia.com Tips & Tricks for creating your Opportunity Canvas 17 Users: Look for differences in user’s goals or uses that would affect their use of the solution. Separate users into different types based on those differences that make a difference. It’s a bad idea to target “everyone” with your product Existing Alternatives: List competitive products or work-around approaches your users have for meeting their needs. Your solution must help people do something valuable in their lives. This value through use could be functional (I ripped through some awesome analysis), social (I didn't embarrass myself with my team/client), or emotional (I feel calm and in control). Great products address needs in all three dimensions and create this value 10x better than existing alternatives--which include doing nothing, but also usually email and Excel Outcomes: The best measure of innovation is change in human behavior. Identify the outcomes you need to see in order to know that people are using your product and you will be able to create the desired impact. How should their behavior change? To stimulate your thinking try to form sentences in the following structure ▪ “[User] can help us to achieve [Business Metric] by [Behavior] faster/better ▪ “[User] can obstruct us from achieving [Business Metric] by [Behavior] slower/worse Business Metrics: These usually change as a consequence of behavior metrics changing. Good metrics tend to be SMART: Specific, Measurable, Action-oriented, Realistic and Timely
  17. 17. @ Agile Network India , All Rights Reserved. www.agilenetworkindia.com Reflection 18 • Let’s share what it was like to participate in this discussion – What did you find easy, interesting, challenging? – What can be improved?
  18. 18. @ Agile Network India , All Rights Reserved. www.agilenetworkindia.com 18 THANK YOU jisha14sharma@gmail.com

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