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Transactions redefined
The document discusses the complexities of transaction processing, particularly in user experience and business processes surrounding financial transactions. It emphasizes the importance of understanding user emotions, expectations, and implicit deadlines in transaction management and proposes a collaborative approach to design and process improvement. Key insights include the significance of clear communication, the user’s role in transactions, and the necessity of addressing inefficiencies in software systems.
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Transactions redefined
- 1.
- 2. Transactions Redefined A dive intothe wormhole with
- 3. Transactions Redefined @ziobrando A dive intothe wormhole with
- 4. Sending a payment tomyself
- 5. Let’s see theEvents!
- 7. Domain Event: Orange, verb atpast tense
- 8. Domain Event: Orange, verb atpast tense Hot Spot: Purple, feel free to express yourself!
- 9. I started with Orange butit’s not enough to tell the whole story Purple tells more!
- 11. PROTIP: if the software seems unfinished, trustmight be impacted. Just sayin’
- 12. Looks like Ijust Can’t keep my mouth shut!
- 14. PROTIP: users don’t like navigating threescreens in order to see payees in alphabetical order
- 16. Protip: some users docopy and paste from invoices where IBAN is written with spaces
- 17. Protip: some users docopy and paste from invoices where IBAN is written with spaces PROTIP: humans don’t enjoy removing spaces from IBAN strings
- 19. Protip: reminding your users oftheir age every time they use your service isn’t great UX
- 20. Protip: reminding your users oftheir age every time they use your service isn’t great UX PROTIP: “we were short on budget” doesn’t work well with banks.
- 22. PROTIP: I still can’t understandwhy should I wait that much, but I’d appreciate a deadline anyway
- 24.
- 27. Breaking News! After 3and a half years since it was promised I might finally have some notification.
- 32. PROTIP: please read one articleabout context switching.
- 34. Great job! 13 Events 14WTF! “We are going to be disrupted by fintech…” (anonymous banker)
- 35. How do Ifeel?
- 37. “I am goingto find where you live”
- 39. “I am goingto change your main door lock”
- 41.
- 43. When you’re carrying bags Howcan you talk about “mobile banking” if you can arbitrarily force me to update my credentials?
- 45.
- 47.
- 48. About me Having ahard time with BAD software running www.avanscoperta.it Modelling (almost) everything with sticky notes, markers and a paper roll. Calling this stuff
- 49.
- 50.
- 51. We have afew problems
- 52.
- 55. The whole isnot “transactional”
- 56.
- 57. Eventual Consistency? Yes, but Iam more worried about another thing…
- 58. The user ispart of the transaction
- 59. We have ablind spot on this
- 60.
- 61.
- 62. Unrolling it… Business processesexpose a repeatable structure
- 63. Example How do we managethat? Refund Request Received
- 64.
- 65. Can you seethe problem?
- 66. Simple heuristic What doI have? What do I know? How do I feel?
- 67.
- 68. Simple heuristic What doI have? Refund Request Received Custo mer
- 69. Simple heuristic What doI have? A ticket Refund Request Received Custo mer
- 70. Simple heuristic What doI have? A ticket What do I know? Refund Request Received Custo mer
- 71. Simple heuristic What doI have? A ticket What do I know? I won’t be able to use it Refund Request Received Custo mer
- 72. Simple heuristic What doI have? A ticket What do I know? I won’t be able to use it How do I feel? Refund Request Received Custo mer
- 73. Simple heuristic What doI have? A ticket What do I know? I won’t be able to use it How do I feel? Worried (will I get my money back?) Refund Request Received Custo mer
- 74. Simple heuristic What doI have? A ticket What do I know? I won’t be able to use it How do I feel? Worried (will I get my money back?) Sorry (Will it be a problem?) Refund Request Received Custo mer
- 75.
- 76. Simple heuristic What doI have? Custo mer Notification Sent to Payee Refund Notification Received
- 77. Simple heuristic What doI have? A ticket? Custo mer Notification Sent to Payee Refund Notification Received
- 78. Simple heuristic What doI have? A ticket? My Money back Custo mer Notification Sent to Payee Refund Notification Received
- 79. Simple heuristic What doI have? A ticket? My Money back What do I know? Custo mer Notification Sent to Payee Refund Notification Received
- 80. Simple heuristic What doI have? A ticket? My Money back What do I know? I have my money back Custo mer Notification Sent to Payee Refund Notification Received
- 81. Simple heuristic What doI have? A ticket? My Money back What do I know? I have my money back How do I feel? Custo mer Notification Sent to Payee Refund Notification Received
- 82. Simple heuristic What doI have? A ticket? My Money back What do I know? I have my money back How do I feel? Safe (I have my money) Custo mer Notification Sent to Payee Refund Notification Received
- 83. Simple heuristic What doI have? A ticket? My Money back What do I know? I have my money back How do I feel? Safe (I have my money) Worried (Did I insult anyone?) Custo mer Notification Sent to Payee Refund Notification Received
- 84.
- 85.
- 87. “I am nota UX expert”
- 88. “Everybody is the businessanalyst”
- 89. “Everybody is the UXexpert”
- 90. A platform for self-organization Thisis what happens when Dan North talks about your stuff :O)
- 91. Don’t let roles getin the way
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- 94.
- 95. Friendly Refund Policy Refund Request Received Call Customer Phone Refund Chosen Coupon Chosen Human Refund Policy Organi zer Other Idea Chosen TIP:don’t model the conversation, model the outcome.
- 96. Let’s Check! Custo mer Call Ended - -- - - Refund Chosen
- 97. Let’s Check! What doI have? Custo mer Call Ended - - - - - Refund Chosen
- 98. Let’s Check! What doI have? An Agreement Custo mer Call Ended - - - - - Refund Chosen
- 99. Let’s Check! What doI have? An Agreement What do I know? Custo mer Call Ended - - - - - Refund Chosen
- 100. Let’s Check! What doI have? An Agreement What do I know? I’ll have my money back Custo mer Call Ended - - - - - Refund Chosen
- 101. Let’s Check! What doI have? An Agreement What do I know? I’ll have my money back How do I feel? Custo mer Call Ended - - - - - Refund Chosen
- 102. Let’s Check! What doI have? An Agreement What do I know? I’ll have my money back How do I feel? Safe (I’m told I’ll have my money) Custo mer Call Ended - - - - - Refund Chosen
- 103. Let’s Check! What doI have? An Agreement What do I know? I’ll have my money back How do I feel? Safe (I’m told I’ll have my money) Relieved (they said no problem) Custo mer Call Ended - - - - - Refund Chosen
- 104. For us, instead Call Ended -- - - - Refund Chosen Organi zer TIP: you can have many perspectives involved.
- 105. For us, instead Whatdo I have? Call Ended - - - - - Refund Chosen Organi zer TIP: you can have many perspectives involved.
- 106. For us, instead Whatdo I have? An Agreement Call Ended - - - - - Refund Chosen Organi zer TIP: you can have many perspectives involved.
- 107. For us, instead Whatdo I have? An Agreement a duty Call Ended - - - - - Refund Chosen Organi zer TIP: you can have many perspectives involved.
- 108. For us, instead Whatdo I have? An Agreement a duty What do I know? Call Ended - - - - - Refund Chosen Organi zer TIP: you can have many perspectives involved.
- 109. For us, instead Whatdo I have? An Agreement a duty What do I know? The decision & the sales situation Call Ended - - - - - Refund Chosen Organi zer TIP: you can have many perspectives involved.
- 110. For us, instead Whatdo I have? An Agreement a duty What do I know? The decision & the sales situation How do I feel? Call Ended - - - - - Refund Chosen Organi zer TIP: you can have many perspectives involved.
- 111. For us, instead Whatdo I have? An Agreement a duty What do I know? The decision & the sales situation How do I feel? depends on sales ;-) Call Ended - - - - - Refund Chosen Organi zer TIP: you can have many perspectives involved.
- 112. Can we help? Refund Request ReceivedCall Customer Phone Refund Chosen Coupon Chosen Human Refund Policy Organi zer Other Idea Chosen - Price paid - Sales stats - Training Lower Bound - Days Left
- 113. Can we help? Refund Request ReceivedCall Customer Phone Refund Chosen Coupon Chosen Human Refund Policy Organi zer Other Idea Chosen - Price paid - Sales stats - Training Lower Bound - Days Left TIP: The read model is a decision support tool. Not an exposure of your database
- 114.
- 115. So, for theuser… Custo mer Notification Sent to Payee
- 116. So, for theuser… What do I have?Custo mer Notification Sent to Payee
- 117. So, for theuser… What do I have? My Money back Custo mer Notification Sent to Payee
- 118. So, for theuser… What do I have? My Money back What do I know? Custo mer Notification Sent to Payee
- 119. So, for theuser… What do I have? My Money back What do I know? I have my money back & No Problem Custo mer Notification Sent to Payee
- 120. So, for theuser… What do I have? My Money back What do I know? I have my money back & No Problem How do I feel? Custo mer Notification Sent to Payee
- 121. So, for theuser… What do I have? My Money back What do I know? I have my money back & No Problem How do I feel? Safe (I have my money) Custo mer Notification Sent to Payee
- 122. So, for theuser… What do I have? My Money back What do I know? I have my money back & No Problem How do I feel? Safe (I have my money) Grateful / Relieved Custo mer Notification Sent to Payee
- 123.
- 124. And also …theseat! Refund Chosen Registration Policy Cancel Ticket Ticketing System Ticket cancelled Notification Sent
- 125. We still havea problem
- 126. No automation (yet) Refund Chosen Issue Refund Paypal Refund Issued Notification Sentto Payee Refund Policy Organi zer Humans are not acting instantaneously…
- 127. Implicit deadlines Refund Request Received Call Customer PhoneCoupon Chosen Human Refund Policy Organi zer Other Idea Chosen - Price paid - Sales stats - Training Lower Bound - Days Left (Implicit) Deadline Refund Chosen
- 128. Implicit deadlines Refund Request Received Call Customer PhoneCoupon Chosen Human Refund Policy Organi zer Other Idea Chosen - Price paid - Sales stats - Training Lower Bound - Days Left (Implicit) Deadline Refund Chosen TIP: Implicit deadlines can be modelled as Events too
- 129.
- 130.
- 131. (Implicit) Deadline Refund IssuedWhat do Ihave? A promise
- 132. (Implicit) Deadline Refund IssuedWhat do Ihave? A promise What do I know?
- 133. (Implicit) Deadline Refund IssuedWhat do Ihave? A promise What do I know? I haven’t been refunded
- 134. (Implicit) Deadline Refund IssuedWhat do Ihave? A promise What do I know? I haven’t been refunded How do I feel?
- 135. (Implicit) Deadline Refund IssuedWhat do Ihave? A promise What do I know? I haven’t been refunded How do I feel? Kinda worried, Should I remind them?
- 136.
- 137.
- 138. With normal banking… Enter Payment Refund Policy Organi zer (Implicit) Deadline Refund Chosen BankingSystem Payment Entered WORMHOLE
- 139.
- 140.
- 141. Refund Chosen (Implicit) Deadline past What doI have? A promise
- 142. Refund Chosen (Implicit) Deadline past What doI have? A promise What do I know?
- 143. Refund Chosen (Implicit) Deadline past What doI have? A promise What do I know? I haven’t been refunded
- 144. Refund Chosen (Implicit) Deadline past What doI have? A promise What do I know? I haven’t been refunded How do I feel?
- 145. Refund Chosen (Implicit) Deadline past What doI have? A promise What do I know? I haven’t been refunded How do I feel? Kinda worried, Should I remind them?
- 146.
- 147. But then… Refund Chosen (Implicit) Deadline past What doI have? Logged Into Banking System
- 148. But then… Refund Chosen (Implicit) Deadline past What doI have? An unfulfilled promise Logged Into Banking System
- 149. But then… Refund Chosen (Implicit) Deadline past What doI have? An unfulfilled promise What do I know? Logged Into Banking System
- 150. But then… Refund Chosen (Implicit) Deadline past What doI have? An unfulfilled promise What do I know? I haven’t been refunded Logged Into Banking System
- 151. But then… Refund Chosen (Implicit) Deadline past What doI have? An unfulfilled promise What do I know? I haven’t been refunded How do I feel? Logged Into Banking System
- 152. But then… Refund Chosen (Implicit) Deadline past What doI have? An unfulfilled promise What do I know? I haven’t been refunded How do I feel? Logged Into Banking System
- 154. OOOPS! We aren’t incontrol of the whole Flow…
- 155. But now wehave an easy way to play with that!
- 156.
- 157. It’s not about inventingnew things
- 158.
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- 162.
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- 165.
- 166.
- 167.
- 168. But a tensionto reconciliation
- 169.
- 170. And some cannot berolled back
- 171. Make the Global statevisible
- 172. Users are partof the state
- 173. Intermediate Steps matter Mood, implicitdeadlines, expectations
- 175. Mood and feelings arepart of the Global state
- 176. Enables cross- perspective conversation Software design,User Experience, Business Modelling, Lean etc.
- 178. is my pizza: Youcan add your toppings
- 179. is my pizza: Youcan add your toppings With the notable exception of database tables and pineapple
- 180. Menu BIG PICTURE PROCESS DESIGN AGGREGATEDISCOVERY Service Design Value-Stream Mapping Retrospectives Organization Design … add yours!
- 181. Can lead youto unexpected places apparently, you cannot choose what your problem is
- 182. Helps you solve theproblem as a team
- 183. Helps you solve theproblem as a real team It’s about contributions and insights, not roles
- 184. We are problem solvers, Notproblem pickers
- 185.
- 186. References • www.eventstorming.com • EventStormerson Google+ • https://plus.google.com/u/0/communities/ 113258571348605620818 • LeanPub book in progress: • http://leanpub.com/introducing_eventstorming • Blog: • https://medium.com/@ziobrando • http://ziobrando.blogspot.com • Twitter: @ziobrando • Trainings & Workshop facilitation: • http://www.avanscoperta.it