EARTHQUAKES, RUGBY AND JAFFAS: MOTIVATION FOR CHANGE
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Author: Dr. Chandra Harrison In a case study about change Chandra will take you on a journey of how focusing on user needs, applying agile methods and eating a liberal dose of jaffas (the sweets - just for clarity) helped rebuild the website to be fit for purpose (although it's unlikely to ever be famous).
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EARTHQUAKES, RUGBY AND JAFFAS: MOTIVATION FOR CHANGE
- 1. Earthquakes, Rugby & Jaffas Chandra Harrison @DrKiwiGirl Photos from major news websites
- 2. Earthquakes
- 4. Coach
- 5. Selectors
- 7. Game plan
- 8. Attitude
- 9. Opponents
- 10. Team work
- 11. Kick Off
- 12. Scrum
- 13. Running Game
- 14. Try!
- 15. Half time chat
- 16. Winning
- 17. Penalties
- 19. Training
- 20. Take Home
Editor's Notes
- Many presentations use a rugby metaphor to describe an agile process All Blacks in RWC final offered a perfect opportunity to give it a ‘try’ myself This is not specifically a talk about agile or UX I’d like to say this project was a perfect example of both agile and ux Instead it’s a case study about a project that used an agile approach and created a much improved user experience Start with earthquakes, then rugby and we will get to the Jaffas a bit later.
- Christchurch 2010 and 2011 – 7.1 on Richter scale, numerous aftershocks More than 180 people lost their lives Christchurch city literally crashed to the ground Its vertical and horizontal infrastructure had to be rebuilt Work still going on five years later Processes everywhere changed quite quickly Focus shifted from business as usual to dealing with getting things working Newly designed Christchurch City Council website exploded with additional information to cope with immediate needs of residents and council
- The earth quakes changed the rules on many fronts But rules are always changing in life, rugby and definitely technology For the CCC the need for a responsive website was not apparent in 2010 Also the CMS and platform were out of date forcing a change Needed to understand the scale even before funding was committed Content audit found 2500 pages, many now out of date, poorly written Business, technology and user requirements were also gathered
- Strong leadership is in important in earthquakes, rugby and web upgrades Every team needs a coach to keep them on track and make the tough calls Normally more than one coach for a professional rugby team Handle multiple stakeholders and organisational processes Busy Product owner who was available whenever she could be but… Proxy product owner was needed to be available to be the voice of the customer and help mentor the team in UX
- Using in house staff Limited UX experience in the team New to website upgrade, CMS Specialist skills brought in to help Specialist kicker (product manager) Scrum master Online lead – proxy product owner
- Prior to the game All Blacks will analyse the competition to identify the challenges One of our biggest challenges was organisational constraints No actual customer research was possible Being agile we did next best thing and looked at all other data we could Competitor analysis, Qualaroo, Crazy egg data offered good insight Google analytics and Customer service data offered the best
- Information architecture Checked with optimal sort User stories Persona Guidelines needed for content and IA
- Customer collaboration over contract negotiation Co-creation workshops Stakeholder meetings Business unit meetings Organisation wide communication
- Time and budget constraints Heavy Documentation requirements Rookie team - learning new processes and new software Technology limitations - dinosaurs
- Individuals and interactions over processes and tools Co-location Knowledge of the organization Operating procedures Regular team lunches and dinners
- Standing up CWP Agile training for our team Getting the basics right Players in place Ready for anything Ready to receive the kick
- 1 large team with 16-18 members No dedicated Scrum Master A Product Owner (PO) with a very busy day job (initially had limited time with the team) Rough and ready technical and business user stories Not all co-located Limited prior experience with Agile No experience with SilverStripe (the CMS being implemented)
- Agile manifesto suggest we respond to change over following a plan Daily standups Running game and hard work Agile sprints
- Celebrating early and often And this is where the jaffas come in - just another f..... Dev, design and content all having their own stories Focus was on content Retrospectives
- Like any game of rugby web design is a ‘game of two halves’ There is the creative work and then proving that it works Regular check ins with stakeholders Guerrilla testing visual design Benchmarking study Early release to staff to review
- Working software over comprehensive documentation Go live Website much improved Delivered to deadline - full time whistle Exhaustion - one week of trouble shooting, then downtime
- Yellow card moments New platform had steep learning curve Timing of release (consider business activities) Negative media attention about cost
- Positive public feedback – qualaroo Repeat benchmarking test Reporting back to stakeholders Debrief Key Performance Indicators
- Training in the basics for the organisation Adjusting content and design as required New skills being used by the team Ongoing evaluation programme Changes for next times game
- Need to consider everything No matter how good the design One ball handling error can cost you the game UX is about ensuring all stakeholders are happy Everything came crashing down in order to be rebuilt Retirements after RWC We ate a lot of Jaffas