Maria Skaaden: "Continuous Design: One eye on the horizon and the other on the next wave" DesignOps Summit 2018 • November 7-8, 2018 • New York, NY http://www.designopssummit.com

1. Continuous design:
one eye on the horizon and
the other on the next wave
Maria Skaaden
Bekk DesignOps Summit Thursday 8 November 2018
Film: Tore B Amblie / NSB

2. Continuous design:
one eye on the horizon and
the other on the next wave
Maria Skaaden
Bekk DesignOps Summit Thursday 8 November 2018
Film: Tore B Amblie / NSB

6. UK: 1997
Railway privatization
Sweden: 2009
Norway: 2016

8. The challenges we faced:
Privatization =
organizational changes

9. The challenges we faced:
New strategy and
business models
Privatization =
organizational changes

10. The challenges we faced:
New technology platform
and design
New strategy and
business models
Privatization =
organizational changes

11. The challenges we faced:
New technology platform
and design
New strategy and
business models
Privatization =
organizational changes
No internal designers,
design process or resources

12. Agile + design?

13. Agile + design?

14. Agile + design?

15. So, where do you start?
How do you create the conditions for
delivering a great customer experience on a
rapidly changing platform?
How do we accommodate aspects of design in
this environment?

16. Five stories from my journey working at NSB
#1 Not the typical design challenge…
#2 War room meetings and waves
#3 Getting in touch with our users
#4 How can we mend broken promises
#5 A new perspective on design

17. #1 Not the typical design challenge…

18. #1 Not the typical design challenge…

19. Our roadmap

20. This is the third time the app is updated in
as many days: Developers/IT people at
NSB needs to get a grip!!
Might just as well stop working on it and go
back to the “stone age” at NSB.
Terrible 10 Jan

21. Photo: unsplash.com

25. #2 War room meetings and waves

26. #2 War room meetings and waves

29. The whole team designs

31. Design critiques

32. Team discussion

33. #3 Getting in touch with our users

34. #3 Getting in touch with our users
After: Paul Pangaro / Gordon Pask /
Dubberly Design Office 2008

35. It’s saying:
Here’s what I’m thinking about.
How does this work in your world?
What would you do?
– Teresa Torres

36. Feedback-
button
Feedback-loop web

37. Feedback-
button
Feedback-loop web

38. Feedback
link
Feedback-loop app

39. 2.300 emails in one year…

40. Product management tool

41. Product management tool

42. Product management tool
265 emails
with the same
feature request

43. Do you want to
book a return?
Sketch

44. #4 Mending broken promises

45. #4 Mending broken promises

46. Which promises can we keep?

47. Bus for train

48. Push notifications when there are changes

49. #5 A new perspective on design

50. Where we are now

58. HYPOTHESIS

59. HYPOTHESIS
EXPLORE

60. HYPOTHESIS
EXPLORE DEVELOP

61. HYPOTHESIS
EXPLORE DEVELOP
FEEDBACK
in production = the real world

62. HYPOTHESIS
EXPLORE DEVELOP
FEEDBACK
in production = the real world
LEARNING

65. One eye on the horizon and the other on the next wave

66. Thank you!
Maria Skaaden DesignOps Summit Thursday 8 November 2018