Presentation on using agile approaches in service design and project management and the experience at Tunbridge Wells Borough Council. Presented by Ian Hirst, Business Delivery Unit Manager at Tunbridge Wells Borough Council, at Really Useful Day: Digital Service Design for Service Managers held in Folkestone on 17 September 2015.

1. Using Agile approaches in
service design and project
management
Ian Hirst

2. Why Agile?

3. Design Thinking
Design Council – the Double Diamond

4. Encouraging
• Collaboration - Cross-functional teams and
stakeholders
• Face-to-face Conversation
• Responding to Change
• Iterative
• Open (Information, Conversation, Processes)
• Continuous Improvement
• User-centred
• Incremental Design

5. Inception Workshop
• Brief
• Elevator pitch
• Vision
• Stakeholder Mapping
• Personas

6. The Brief – Mobile Working
Describe the current picture
•Complaint and contacts are received via the contact centre, email,
telephone, complaints form on website
•Rekeyed into Uniform by admin staff, then allocated by team leader
•Case officer prints out service request job sheet
•Visit site and investigate the complaint
•Written report provided at end of inspection
•Take photographs on site and record positional information
•Return to office and update information back into Uniform, upload
photographs, scan any written documentation into DMS.
•Can we do any better?

7. Elevator Pitch
Describe your service in the following terms:
[Our service]
is a [type of service]
for [key users]
who [need].
Unlike [current solutions],
our service [key differentiator].

8. Example
Our service provides mobile working for
officers
Who want to receive work and update the
system whilst out and about.
Unlike the current system, it will be
seamless, easy to use and eliminate
paperwork.

9. Vision
Help officers deliver clear, simple, easy and
effective services whilst out in the field. Our
service will be loved by everyone!

10. Stakeholder Mapping
Identify all the different actors in the delivery
of the service and arrange them on stickies
on the wall
What problems does each actor have and how
would they express it?
What might they be thinking but not saying?
Where are the potential conflicts?

11. Personas

12. Research
• Guerrilla interviewing
• Observation
• Testing with users
• Desk based research

13. Design Workshop
• Draw the future service
– 6-up sketching
– Combine ideas
– Create an A2 picture and share with the group
• User stories

15. User Stories
• As a [role]
• I want to [goal or desire]
• So that [benefit]

16. Prioritised Requirements List

17. Next Steps
• Delivery and use of early solution
• Incremental, iterative development based
on user feedback
• Watch this space!