Maria Horrigan discusses the importance of understanding users in business process design and improvement. She emphasizes that project success relies on meeting user needs rather than just focusing on the process or technology. Horrigan describes using personas and "want maps" to capture user behaviors, preferences, and needs in an agile project. She predicts that the focus on users and adoption of agile methods will continue to increase in 2010.
Extend Your PPM Application for Projects Products and ServicesEPM Live
A Project and Portfolio Management (PPM) system is a common need within most IT organizations. In addition to PPM, IT organizations must also have systems in place for the management of other types of work such as products and services. Now, IT organizations are thinking outside of the box. If you must do more with less, what better way to protect your PPM investment and minimize costs then to leverage the same platform to bring Project Management, Product Development and Service Management to your IT organization?
Do you know how many software as a service (SaaS) applications have been deployed in your company, and in which departments?
Do you know how data from those applications is interacting with data behind your firewall?
Do you know how long these data integration requests currently take?
Find out about cloud integration in the era of “hybrid IT.”
Self-Service Data Integration: How to balance the need for agility without sacrificing governance and data stewardship.
Security & Administration: What is the impact of cloud integration and how does it fit into your current architecture?
Business Intelligence and Compliance: Can you deliver cloud application data to your BI teams as well as meet regulatory compliance requirements?
Cloud Master Data Management: How does this fit into your cloud application on-boarding strategy?
Accelerating SharePoint Value with Work ManagementEPM Live
The key to creating value from managing work in your organization is to further leverage SharePoint to plan and track all types of work. As your core enterprise content management system, SharePoint is the central portal for all enterprise work and collaboration for all internal and external users. In this webinar, we will demonstrate how you can generate significant value from the use of the WorkEngine for SharePoint platform. With very little additional investment in your existing SharePoint infrastructure you can benefit from integrated work planning and tracking, detailed budget and cost management, resource capacity management and overall work management reporting and dashboards.
Please join EPM Live to learn how to create value in your organization by using the WorkEngine solution together with your existing SharePoint infrastructure.
Extend Your PPM Application for Projects Products and ServicesEPM Live
A Project and Portfolio Management (PPM) system is a common need within most IT organizations. In addition to PPM, IT organizations must also have systems in place for the management of other types of work such as products and services. Now, IT organizations are thinking outside of the box. If you must do more with less, what better way to protect your PPM investment and minimize costs then to leverage the same platform to bring Project Management, Product Development and Service Management to your IT organization?
Do you know how many software as a service (SaaS) applications have been deployed in your company, and in which departments?
Do you know how data from those applications is interacting with data behind your firewall?
Do you know how long these data integration requests currently take?
Find out about cloud integration in the era of “hybrid IT.”
Self-Service Data Integration: How to balance the need for agility without sacrificing governance and data stewardship.
Security & Administration: What is the impact of cloud integration and how does it fit into your current architecture?
Business Intelligence and Compliance: Can you deliver cloud application data to your BI teams as well as meet regulatory compliance requirements?
Cloud Master Data Management: How does this fit into your cloud application on-boarding strategy?
Accelerating SharePoint Value with Work ManagementEPM Live
The key to creating value from managing work in your organization is to further leverage SharePoint to plan and track all types of work. As your core enterprise content management system, SharePoint is the central portal for all enterprise work and collaboration for all internal and external users. In this webinar, we will demonstrate how you can generate significant value from the use of the WorkEngine for SharePoint platform. With very little additional investment in your existing SharePoint infrastructure you can benefit from integrated work planning and tracking, detailed budget and cost management, resource capacity management and overall work management reporting and dashboards.
Please join EPM Live to learn how to create value in your organization by using the WorkEngine solution together with your existing SharePoint infrastructure.
G2 IT Services solves challenging business problems for customers with personalized services driving increased leadership, cost reduction, value realization and increased innovation.
IT Project Portfolio Planning Using ExcelJerry Bishop
To provide a simple and transparent paper-based method for setting up an IT project portfolio using Excel.
Excel Workbook for this presentation also in my Slideshare uploads.
Realizing the Business Value of PPM - What to Expect When Implementing PPMEPM Live
Organizations who strive to improve their Project Portfolio Management (PPM) processes by leveraging a PPM tool are given a strategic advantage in today’s market.
Project Portfolio Management (PPM) is a set of business practices that bring projects together into tight integration with other business operations synchronizing strategies, resources and executive oversight. PPM provides the structure and processes for project portfolio governance.
Benefits of a PPM tool provide the organization a centralized location for stakeholders, PMs and project team members to easily view project portfolio items, resource demands, tasks, and project costs. It provides structure and standardization for project selection and execution and should be flexible to let users work the way that is most comfortable to them, improving user adoption and productivity. PPM solutions streamline collaboration between all invested personnel by providing easily accessible dashboards and reports and enabling more accurate and timely decision-making. Overall a good PPM solution provides the organization the toolset for selecting the right projects, improving ROI and creating a leading business edge.
SoftExpert PPM Suite is the most robust, functional and easy-to-use solution for prioritizing, planning, managing and executing projects, portfolios and programs. SoftExpert PPM solution is an integrated suite that allows organizations to seamlessly manage their services, projects, products and resources.
Business Intelligence Dashboard Design Best PracticesMark Ginnebaugh
Microsoft BI expert Dan Bulos spoke on Dashboard Design Best Practices to the Bay Area Microsoft Business Intelligence User Group.
This presentation shows techniques for displaying data in a dashboard for maximum impact. Dan also discusses various tools available in the Microsoft BI stack – Reporting Services, Excel, PerformancePoint and the new entry, Power View.
Presentation given at the BPM Executive Day, Bogota, Colombia, December 4, 2012. The presentation outlines the different dimensions of BPM activities an organization should consider when organizing their BPM efforts.
G2 IT Services solves challenging business problems for customers with personalized services driving increased leadership, cost reduction, value realization and increased innovation.
IT Project Portfolio Planning Using ExcelJerry Bishop
To provide a simple and transparent paper-based method for setting up an IT project portfolio using Excel.
Excel Workbook for this presentation also in my Slideshare uploads.
Realizing the Business Value of PPM - What to Expect When Implementing PPMEPM Live
Organizations who strive to improve their Project Portfolio Management (PPM) processes by leveraging a PPM tool are given a strategic advantage in today’s market.
Project Portfolio Management (PPM) is a set of business practices that bring projects together into tight integration with other business operations synchronizing strategies, resources and executive oversight. PPM provides the structure and processes for project portfolio governance.
Benefits of a PPM tool provide the organization a centralized location for stakeholders, PMs and project team members to easily view project portfolio items, resource demands, tasks, and project costs. It provides structure and standardization for project selection and execution and should be flexible to let users work the way that is most comfortable to them, improving user adoption and productivity. PPM solutions streamline collaboration between all invested personnel by providing easily accessible dashboards and reports and enabling more accurate and timely decision-making. Overall a good PPM solution provides the organization the toolset for selecting the right projects, improving ROI and creating a leading business edge.
SoftExpert PPM Suite is the most robust, functional and easy-to-use solution for prioritizing, planning, managing and executing projects, portfolios and programs. SoftExpert PPM solution is an integrated suite that allows organizations to seamlessly manage their services, projects, products and resources.
Business Intelligence Dashboard Design Best PracticesMark Ginnebaugh
Microsoft BI expert Dan Bulos spoke on Dashboard Design Best Practices to the Bay Area Microsoft Business Intelligence User Group.
This presentation shows techniques for displaying data in a dashboard for maximum impact. Dan also discusses various tools available in the Microsoft BI stack – Reporting Services, Excel, PerformancePoint and the new entry, Power View.
Presentation given at the BPM Executive Day, Bogota, Colombia, December 4, 2012. The presentation outlines the different dimensions of BPM activities an organization should consider when organizing their BPM efforts.
Spectacular custom home located on a hillside in the prestigious Papagayo. State of the art smart home with audio visual entertainment systems, marble and granite floors, chef’s kitchen, rich local hardwoods, waterfalls, infinity pool and jaw-dropping ocean views.
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Presentation given by panelists at the recent DigitalNow Conference in Orlando.
Contact George Dearing for questions about Telligent's work with the National Breast Cancer Foundation.
PPM Challenge #3: Providing Value to All Levels – 2012 PPM Challenge and Oppo...EPM Live
Challenge: Meeting stakeholder expectations is a challenge for most organizations. How do you keep stakeholders in the know with the current status of work and how do you prevent team members from making assumptions and more often than not, causing rework, due to a lack of project awareness? Keeping teams informed provides a healthy environment and reduces risks. Click through this webinar slide deck to see how EPM Live's SharePoint-based Project Management solution can help you meet your project deliverables.
What Does Agile Mean to the Modern PMOMike Otranto
Given that digital business require Agile PPM (bimodal IT), PMO leaders are challenged to adapt governance processes to cover new, agile Mode 2 efforts that are not from the same mold as “traditional” project management structures. The requirement of successfully delivering projects using multiple delivery approaches side-by-side is not just a possibility, it is a high probability.
How has Agile PPM (bimodal IT) impacted the PMO?
How are Agile PPM (bimodal IT) application projects different than traditional projects?
How should project management methods, strategies and techniques change to support digital PMO in bimodal IT organizations?
Fundamentally rethink how your building works in order to improve tenant service, cut operational costs, and become a world class competitor! This Presentation delivers essential tips for improving building processes to stay competitive in a buy and hold economy.
Presented by: Faraz Memon
What is Business Process Re-Engineering? Why is now the time to Re-Engineer your operations? How to find and locate operational areas to improve upon. The first steps to Re-Engineering your process & benchmarking. How to approach technology decisions & data migration. The best practices for Business Process Re-Engineering
Register to view presentation On-Demand:
http://be.buildingengines.com/Reg-Webinar-On-Demand-BusinessProcess-Reengineering.html
Managing the SharePoint disruption : Ensuring the business gain exceeds the b...garthluke
In many organisations, SharePoint is a disruptive technology: it’s no longer business-as-usual for managers, for users or for IT. SharePoint shines a spotlight on everything that’s good and bad about your company’s business processes, project management, change management, information management policies, and IT service delivery. In this presentation, AvePoint’s Vice President, Garth Luke, shares the lessons learned and common themes from thousands of organisations, large and small - from IT Professionals, Managers, Developers, End - users and CIOs around the globe. This comprehensive discussion will highlight the business, cultural and technical impact of SharePoint on an organisation - the business values and the “gotchas.” You’ll learn the steps you can take to plan for and implement SharePoint as a platform that will support a dynamic enterprise. You will take away a framework within which to understand and communicate the role of SharePoint in your organisation, a punch list of issues to consider in your planning and deployment and an understanding of the business, technical, cultural and procedural components of a successful SharePoint implementation.
Identification of all areas contributing to problems and determining scope of projects are challenges for many organizations. A method to improve the outcomes can help reduce risk - find out how!
Speed, agility and reduced time to market are becoming increasingly important for Technology organizations. As more business moves online, existing business models and industries are disrupted and new ones are enabled. Technology organizations are facing the challenge of how to transition to agile ways of working. Transform the existing team? Build a separate digital team? Or do both?
For more information, contact vicki.shillington@northhighland.com or kim.clarke@northhighland.com.
Natalie Hanson, PhD. April 2011 presentation to the Philadelphia chapter of ACM-CHI (Association for Computing Machinery, special interest group on Computer Human Interaction).
2. Results Driven. When Business & IT Matters
So you have the process
documented, what about the
users?
Maria Horrigan
Principal Consultant
Regional Lead Business process Design &
Improvement
BPMLink Feb 2010 Results Driven. When Business & IT Matters
3. Slideshare and blogs
www.slideshare.com/murph
www.barocks.com
Zenagile.wordpress.com
@miahorri
#BPM , #Agile
Results Driven. When Business & IT Matters
4. Business Process Design and
Improvement
• IT is now part of the business - every
program, every initiative, will have some
touch point with technology
• Success depends on anticipation of
future trends and ability to sense
upcoming developments and to design
appropriate systems and processes
• Understanding business processes is
important
• Understanding Users, their needs and
their behaviour is critical Results Driven. When Business & IT Matters
5. Typically we start by analysing the
process
• Talk to client and find out about the
current process
• Document “as is” process
• Look at needs to improve efficiency and
effectiveness of program or initiative
• Identify where the system can automate
functions within the business process
• Map the “to be” process
Results Driven. When Business & IT Matters
6. The result
But what about the users?????
Results Driven. When Business & IT Matters
7. Process vs People
Project success hinges on Users therefore
we need to:
• Understand what they want
• Uncover what they need ….
• Look at the context
• Understand the user behaviour
• Show how the process will help users in
their work
• Design the process and system for users
(not just for the business) Results Driven. When Business & IT Matters
8. What needs to be considered
Not just about the
process or the
technology
Results Driven. When Business & IT Matters
9. Process centric vs User centered
• Six Sigma
• Waterfall
• Lean
• Agile
• Trends in 2010
Results Driven. When Business & IT Matters
10. Six Sigma
• Focuses on removing the causes of defects
(errors) and the variation (inconsistency) in
manufacturing and business processes using
quality management
• Asserts that continuous efforts to achieve stable
and predictable process results are vital for
business success
• Processes have characteristics that can be
measured, analysed, improved and controlled
• Follows a defined sequence of steps and has
quantified targets
Results Driven. When Business & IT Matters
11. Waterfall – takes time, sequential
Project Directing
Analysis
You’re only going to
Design find out if your solution
works at the end
Implement/Build
Test
Start up Initiation Delivery Closing
Project Planning
Results Driven. When Business & IT Matters
12. Waterfall – it’s expen$ive to change
Project Directing
$$$
100%
It’s too expensive to
10% incorporate changes
$$ toward the end of
$
the project
0 Cost of change
Start up Initiation Delivery Closing
Project Planning
Results Driven. When Business & IT Matters
13. Lean
• "Lean", is a production practice that considers
the expenditure of resources for any goal other
than the creation of value for the end customer
to be wasteful, and thus a target for elimination
• Working from the perspective of the customer,
"value" is defined as any action or process that
a customer would be willing to pay for
• Lean IT focuses on customer satisfaction and
reducing waste and is centered around creating
more value with less work
Results Driven. When Business & IT Matters
14. Agile & Lean software development
• Agile - set of software development
methodologies that originated as a response to
fat and slow software development processes
that increased lead time, work in progress and
value/non value added activities ratio
• Agile has as one of its origins, concepts from
Lean Thinking, as well organises work in a
cross-functional, multidisciplinary work cell
• Focus on continuous improvements, that is the
base of Lean
• Why this trend to Agile……
Results Driven. When Business & IT Matters
15. Business drivers for change to Agile
A need to maximise:
• Business value
Reduce:
• Waste/cost
Improved:
• Responsiveness to
business
• Service levels to business
• Quality
Minimise risk profile
Results Driven. When Business & IT Matters
16. Agile Manifesto
Individuals and interactions Processes and tools
Working software Comprehensive documentation
Customer collaboration Contract negotiation
Responding to change Following a plan
• Whilst there is value in the items on
the right, we value the items on the left more.
Results Driven. When Business & IT Matters
17. Agile Approach – User Centered
Directing
This is
Prioritised actually
Understand
Features context of use ISO13407
‘features’ Features
Features
Specify user and
Evaluate/validate strategic
with users Implement
Users involved Solution
requirements
throughout the Identify users’
Produce
process needs
design solution
Start up Initiation Delivery Closing
Planning
Results Driven. When Business & IT Matters
18. Mapping the User experience
Refine process
Map business Workshop processes through
processes and requirements storyboarding
Iterate improvements
to user interface
prototypes Refine storyboard mapping
user experience and
business processes
Validate with
users
Results Driven. When Business & IT Matters
19. Understanding users, their behaviour and their context
CASE STUDY – USER PROFILES
THROUGH PERSONAS
Results Driven. When Business & IT Matters
20. Understanding Users - Personas
• Started off with „skinny‟ view of users gained
thru workshops
• Added to personas as info uncovered thru SNA
– place in the network, information preferences,
types, communication styles & channels
• Built up personas as we went in our agile
project iterations, rather than all-at-once
Results Driven. When Business & IT Matters
21. From skinny to ZenAgile personas
As our project knowledge evolved, we
added to our understanding of users:
• Their information preferences
• Their expectations
• Their capabilities
• Their information needs
• Their social network profiles (Forrester‟s
Technographics)
Documented as ‘ZenAgile’ personas
Results Driven. When Business & IT Matters
22. Added style preferences to personas
• People
• Goal oriented
oriented
• Assertive
• Animated
• Task & information
focused D T • Creative
• Outgoing
people
Drivers
task
Talkers
• Logical
• Information &
task focus
C S • People
oriented
• Team players
• Detail orientated •
Controllers Supporters Dependable
• Cautious & risk • Stable
averse
Results Driven. When Business & IT Matters
23. Added communication channel preferences
People learn different ways
V= Visual (Something „seen‟ or visual
stimulation)
• Need a graphic representation
A= Auditory (A „sound‟ memory or related to a
sound
• Need to hear the explanation of how
things work
K= Kinaesthetic (Has a „doing‟ memory,
feeling the emotion or activity of the memory
• Need to use the system to understand
Results Driven. When Business & IT Matters
24. How we supported user learning
Visual Auditory Kinaesthetic
Learn by seeing Learn by listening Learn by doing
• Have strong • Love to talk Move around a
spelling & writing • Appear to daydream lot, tap pens
skills whilst „talking‟ inside and shift in their
• Find spelling their heads seat
mistakes • Read in a talking style Want lots of
distracting • Love the telephone and breaks
BestTools: much &
• Not talk music Enjoy games
• Personaslistening for
dislike Best Tools: Don‟t like
Best Tools:
• Process Maps
too long • Discuss User
•reading, but
Prototypes
•Presentations
• Will be distracted scenarios (their
•doodle and take
Workshops
(animation &
by untidiness and story)
•notes (User
UAT
diagrams)
movement • Presentations
Acceptance
• Prototypes • Podcasts
Testing)
• Storyboards
Results Driven. When Business & IT Matters
25. Added social online behavioural
preferences
Results Driven. When Business & IT Matters
26. The result – ZenAgile Personas
Context
Information
Discovery
Behaviour
Communication Motivations
preferences
Pain Points
Wants
Results Driven. When Business & IT Matters
27. Want Maps
Photo - http://www.flickr.com/photos/magia3e/4270281812/in/photostream/
Results Driven. When Business & IT Matters
28. What did I learn?
• Personas and Want Maps are a good way
to help convey and shape understanding
of user‟s info needs
• Agile approach - build on “skinny” profile &
flesh out personas as the project proceeds
• Use these personas in discussions with
client to ensure process design and
improvements has the user needs “top of
mind”
Results Driven. When Business & IT Matters
29. Critical to Understand User needs
• Look at the project within the context
of the organisation, the business unit
and the users
• Always ask if what you are doing is
adding value and how does it link back
to the strategy
• Utilise Contextual Inquiry to
understand how process is applied
• It‟s not about You! It‟s about Users
Results Driven. When Business & IT Matters
30. 2009 Trends in BPM & BA
• Change in requirements approaches and
use of requirements management and
BPM tools
• Increased Use of Agile Approaches and
Techniques
• Focus on Users
Results Driven. When Business & IT Matters
31. Change in Requirements Approaches
• Less reliance on use cases and movement
towards BPMN, user stories and scenario-
based requirements
• Less emphasis on requirements specifications,
more emphasis on process modelling,
prototypes and diagrams
• Increase in requirements management and
planning and using traceability to control and
manage product scope (BPM tools)
• Adoption of Agile methods in release and
iteration planning
Results Driven. When Business & IT Matters
32. Increased Use of Agile Approaches
• Integrating Agile methods into project
management and business analysis
• Currently, the industry has a wide, varied,
and inconsistent use of Agile techniques
• The adoption of Agile methods, especially
Scrum but also including XP, exploded in
2009.
• The use of Agile is one of the hottest
topics within BPM and PMOs
Results Driven. When Business & IT Matters
33. Predictions for 2010
• More focus on the Users and their needs
• Recognise that one size does not fit all
• Adoption of Agile methods will continue to
increase and Waterfall approach will decline
• Recognition that adoption of Agile methods is
not an excuse for lack of discipline
• Move to less documentation and knowing when
documentation is important (for contracts and
regulatory compliance)
• Focus on requirements management tools
Results Driven. When Business & IT Matters
34. Results Driven. When Business & IT Matters
Fin.
Maria Horrigan
Principal Consultant
Email:Maria.horrigan@oakton.com.au
Blog: www.barocks.com
zenagile.worpress.com
Slideshare:www.slideshare.com/murph
Twitter: @miahorri
Results Driven. When Business & IT Matters