Agile Indonesia 2017 : Agile & User Experience for Engineers

About This Talk (45 min)

Real Life experience on how Agile & UX are relevant to software development, How to Integrate Them
Challenges in practicing Agile & UX in Organisations
Outline/structure for the Session
What is User Experience
The Value of User Experience (UX) beyond screens and interfaces
Story : Journey towards User Experience Work & Challenges of Applying UX Processes
Working with Legacy Systems
Takeaways
Understand the value of user experience, beyond just screens and interfaces
Learn to integrate UX data points into your product development decision-making process using personas
Learn how to overcome common business objections to implementing UX processes
Target Audience
Product Heads, Product Managers, Product Owners, Developers, Designers, Team Leads

About the Speaker

Michael ONG is Coach and Founder Mentor @ The Collab Folks, an Agile, Product Management & User Experience coaching company started in Singapore. A relatively young partnership with Ruth HO and Lena QUEK, it brings together Michael’s 16 years consulting in the tech space, delivering a spectrum of projects for Mobile Payments, Logistics Tracking & Surveying, Cleaning Inspection, Merchant Monitoring, Online E-Commerce and Real Estate Portals.

Michael has worked with startups to MNCs in Singapore, Malaysia, Hong Kong, Indonesia and Australia. He is passionate about helping founders chart a path towards growth and currently provides startup mentoring and team coaching in the topics of Agility, User Experience and Product Management.

Michael also speaks on the topic of Agility, User Experience and Product Management. He is involved with local community Agile Singapore and is also a co-organiser with UX Singapore and Product Works, the latter of which aims to bridge product teams in Asia.

http://thecollabfolks.com/partner-profiles/michael-ong/

Transcript

1. Agile & 
 User Experience for Engineers Agile Indonesia 2017 Michael Ong
 Product Team Coach @ The Collab Folks
2. Good Aſternoon ! Who? What? How? Why?
3. ABOUT THIS TALK Agile & UX for Engineers ‣ Real Life experience on how Agile & UX are relevant to software development, How to Integrate Them ‣ Challenges in practicing Agile & UX in Organisations
4. Site maps Wireframes Card sorting Usability testing Contextual inquiry Personas Scenarios Prototyping Heuristic evaluations Mental models Affinity diagramming Concept maps A/B testing Flow diagrams Taxonomies Storyboards User interviews AGENDA What we will not be able to cover today How to be a User Experience Designer!
5. AGENDA No Lego :(
7. MICHAEL ONG | @michaelon9 | michael@thecollabfolks.com tech ~ agile ~ ux ~ product ~ team coach ~ cyclist ‣ before 1999 : programming in 6 languages ‣ web design / development ‣ research & development ‣ network engineer ‣ full-stack development + sales ‣ programming in +15 languages ‣ business process consulting ‣ internet spaceships ‣ portal development ‣ Community Builder : 
 UXSG.org , Agile Singapore, Product Groups ‣ scrum master ‣ mobile & ux lead ‣ product manager ‣ coo a.k.a even more work including customer success, operations, logistics & finance ‣ more internet spaceships ‣ cycling + startup ‣ coach for agile, ux & product teams
8. ‣ Société Générale ‣ NEC Solutions ‣ K.C. Dat ‣ Nippon Express ‣ Air Asia ‣ Singapore Zoo ‣ Jurong Birdpark ‣ Changi Airport Group ‣ M1 ‣ Referral Candy ‣ That Green Space ‣ Arcstone ‣ KMK Online ‣ Bukalapak ‣ Foolproof ‣ SPH ‣ Jurnal ‣ BTPN / Jenius ‣ Mapletree ‣ VISA ‣ Robert BOSCH ‣ SPH, ST701 ‣ iProperty Group ‣ bellabox Australia & Singapore ‣ Bicycl.asia at The Collab Folks … ‣ Lippo Group ‣ EMC ‣ DBS ‣ AXA ‣ GroupM ‣ ASM ‣ Canberra DHS MICHAEL ONG | @michaelon9 | michael@thecollabfolks.com i’ve worked with …
9. The Collab Folks Approach Leadership Coaching $POOFDU
   FYUFSOBM
   
   5BMFOU
   
   4LJMMT EXPLORE COLLAB EVALUATE the learning organisation Product Team Coaching Talent / Skills Identification Discover & Learn Agile Mindset Product Management User Experience Design Software Engineering Customised Learning
10. Learning Organisations The Fifth Discipline : The Art and Practice of the learning Organisation ‣ Systems Thinking ‣ Personal Mastery ‣ Mental Models ‣ Building Shared Vision ‣ Team Learning Supported by ‣ Open Space Technology 5 component technologies
11. ZA NOTABLE COLLABORATIONS Partners
12. Who’s here today? Let’s Warm Up ‣ Are you a ‣ Product Manager ‣ Designer ‣ User Researcher ? ‣ Developer / Engineer ‣ QA ? ‣ Business Development ? ‣ Marketing ? 5 minutes ‣ Which Industries do you work in ?
13. What Challenges / Questions are you thinking about ? Let’s Define Today ‣ List down 1 to 3 Learning Goals you Have ‣ What questions do you have? ‣ What challenges do you face ? 5 minutes
14. Let’s get going ! Who? What? How? Why?
15. Journey towards User Experience Work
 & Challenges of Applying UX Processes Agile Indonesia 2017
16. SHU - HA - RI Shu - Ha - Ri is a way of thinking about how you learn a technique The name comes from Japanese martial arts (particularly Aikido), and 
 Alistair Cockburn introduced it as a way of thinking about learning techniques and methodologies for software development. http://martinfowler.com/bliki/ShuHaRi.html
17. SHU - HA - RI Shu: In the beginning stage ... Ha: At this point the student begins to branch out ... Ri: Now the student isn't learning from other people, but from his own practice.
18. SHU - IN THE BEGINNING STAGE 1999 - 2008
19. MICHAEL’S FIRST BUSINESS FAILING … QUICKLY
20. THE PROJECT THAT HELP MICHAEL UNDERSTAND THE IMPORTANCE OF RESEARCH ‣ Cleaning inspection system ‣ designed, developed end-to-end by Michael ‣ on-site visits to observe user behaviour ‣ support & maintenance to adjust the product according to feedback ‣ Provide Compliance requirements to ISO standards for building inspection ‣ Customers ‣ Changi Airpot Terminal 1 & 2 ‣ Paragon ‣ Esplanade, etc Most importantly, paid for my year off in Internet Spaceships
21. THE GAME THAT HELPED UNDERSTAND MULTI-ROLES ‣ EVE Online is a persistent world massively multiplayer online role-playing game (MMORPG) developed and published by CCP Games. ‣ Players of Eve Online can participate in a number of in-game professions and activities, including mining, piracy, manufacturing, trading, exploration, and combat (both player versus environment and player versus player). https://en.wikipedia.org/wiki/Eve_Online
22. Projects Delivered : 85 Cycling done : not much How did I feel ?
23. HA - AT THIS POINT THE STUDENT BEGINS TO BRANCH OUT 2008 to 2015
24. BUSINESS #3 FAILING … AGAIN !
25. STORY #1 ‣ iProperty Group (Real Estate Portal) ‣ >10 years old (there for 3.5) ‣ 100+ to 300+ staff ‣ 4 main countries (MY, SG, ID, HK) ‣ connects real estate agents / agencies / developers ‣ to a few million property buyers & sellers ‣ 2015 : iProperty sold to News Corp (REA Group) for A$751 million
26. VENTURING INTO USER EXPERIENCE INDUSTRY Aſter Agile adoption at iProperty, CEO asked how we can be “mobile first”.
27. ‣ 6 months ‣ 4 countries ‣ 120+ team members ‣ focused on “user experience” as a topic ‣ to identify where,how and who we would start with ‣ “in-house” approach with mobile team with its own budget acting like a vendor co-located within the company 4 WORKSHOPS
28. ‣ mobile roadmap ‣ design strategy ‣ personas & scenarios ‣ information architecture ‣ task flows ‣ prototyping & testing ‣ development ‣ marketing launch & measuring THE PROCESS
29. DESIGN STRATEGY
30. ‣ Train the trainer ‣ I was trained at Republic Polytechnic during first workshop and with their assistance proceeded to carry out the rest of workshops to 120+ people ‣ Identify your successors and provide mentorship / training asap! ‣ Team leads took over Scrum teams after 1st year when I move to Product Owner position in new team ‣ New team Lead took over team when I moved on ‣ Individuals in our teams have mostly moved to team lead positions at 4 years after we introduced Agile/Scrum techniques KEY LEARNINGS
31. ‣ Communicate early and often ‣ Work with Marketing early to identify launch plans / bottlenecks ‣ Work with Customer Service / Sales early to train on product ‣ You can be Agile in a Enterprise, act like a Startup ‣ Understand your budget, control it ‣ Deliver results fast and measure ‣ After Mobile team rolled out apps for iPad, Windows, iPhone, Android across 3 countries in 9 month period, Mobile API is now used by Desktop sites ‣ Keep your team small (we had 5) ‣ Product Owner, UX/UI Designer, Back-end Dev, 2 Mobile Devs ‣ 6 apps in 9 months across 3 countries we operated in KEY LEARNINGS
32. STORY #2 ‣ bellabox (Beauty Discovery Service) ‣ >3 years old (there for 2) ‣ 20 to 35 staff ‣ 2 countries ‣ connects 700+ brands ‣ to a 100k+ audience ‣ 45k paying customers ‣ 2014: Bellabox sold to Fairfax (Allure Media) for $6 million
33. ‣ 15 days ‣ 2 countries ‣ 20+ team members ‣ focused on “user experience” as a topic ‣ to identify where,how and who we would start with ‣ hybrid approach with design, development ‣ PO co-located at their office 80-90% of time 2 WORKSHOPS
34. ‣ design strategy ‣ product requirements and analysis ‣ product roadmap ‣ information architecture ‣ task flows ‣ prototyping & testing ‣ development ‣ marketing launch & measuring THE HIGH LEVEL PROCESS
35. DESIGN & BUILD STRATEGY - designed by the team based on team strengths
36. EVERYONE (INCLUDING ENGINEERS) LEARNING DESIGN
37. Legacy Systems The Problem isn’t Legacy Systems It’s Legacy People and Legacy Customers / Users Legacy People RESIST Change Legacy Customers / Users DON’T CARE http://thefinanser.com/2016/07/legacy-people-use-legacy-systems.html/ https://gojko.net/2009/06/19/eric-evans-why-do-efforts-to-replace-legacy-systems-fail/
38. HOW TO FAIL PHASED Approach typical 3 phase approach 1) design and implementing the basics 2) completing the features of old system 3) implement some new and exciting features business get tired of waiting http://thefinanser.com/2016/07/legacy-people-use-legacy-systems.html/ https://gojko.net/2009/06/19/eric-evans-why-do-efforts-to-replace-legacy-systems-fail/
39. HOW TO FAIL PIECE BY PIECE Refactor legacy system piece by piece, extracting parts and cleaning them up UPHILL battle due to friction between new and old and more people getting added to new designs business get tired of waiting http://thefinanser.com/2016/07/legacy-people-use-legacy-systems.html/ https://gojko.net/2009/06/19/eric-evans-why-do-efforts-to-replace-legacy-systems-fail/
40. ‣ Business as usual while over-hauling a business is incredibly tough work ‣ We have had key project team members leave due to the hectic nature of running a business and creating a new platform ‣ Maintain focus on customer needs ‣ Don’t be distracted by growth. You are at critical juncture where lack of focus can delay project plans significantly KEY LEARNINGS
41. ‣ Hybrid model kinda works ‣ Lean In-house dev team ‣ Combined with Heavy out-sourced Design & Dev team ‣ Looking back, we would move towards in-house sooner rather than later after majority of work is completed BUT hiring is tough (for everyone) ‣ Learn from Enterprise ‣ Be great at documentation, process design ‣ Identify bottlenecks early and work on removing obstacles KEY LEARNINGS
42. COMMUNITIES #ProductBeer
43. TAKES COMMITMENT TO BUILD COMMUNITIES
44. Companies I’ve helped : 6 People I trained : 200+ People I coached / mentored : 20+ People we helped get involved in community : A few thousand Cycling done : > 10,000km and quite a few countries! How did I feel ?
45. RI - NOW THE STUDENT ISN’T LEARNING FROM OTHER PEOPLE, BUT FROM HIS OWN PRACTICE 2015 to PRESENT #ProductBeer
46. STORY #3 ‣ KMK Online ‣ Digital Arm of Emtek Group (Operates SCTV, Indosiar & O-Channel) ‣ Owns and Operates ‣ Blackberry Messenger (BBM) ‣ liputan6.com (news portal) ‣ vidio.com (video portal) ‣ bintang.com (entertainment portal) ‣ bola.com (sports portal) ‣ karir.com (job portal) ‣ +++ many others ‣ 250M+ monthly visits ‣ 70M+ monthly unique users
47. ‣ 1 day + 15 days + follow up practice ‣ Jakarta ‣ All KMK Teams + vidio.com for Design sprint ‣ focused on “user experience” as a topic ‣ to identify where, how and who we would start with 1 WORKSHOP + 3 WEEK DESIGN SPRINT
48. ‣ Business as usual while training is tough work ‣ We used a pair coaching approach for observations and pairing with teams on-site ‣ Maintain focus on user needs ‣ The Vidio team had many priorities and needed a crystal clear strategic focus to enable them to prioritise via user research ‣ Train the trainers ‣ After the training, the team worked with other product teams to start design sprints and eventually hired internal User Researchers KEY LEARNINGS
49. STORY #4 ‣ Singapore Press Holdings : Digital Division ‣ Digital Arm of SPH ‣ Owns and Operates ‣ AsiaOne ‣ STJobs ‣ FastJobs ‣ +++ many others
50. ‣ Over 4 months ‣ Singapore ‣ AsiaOne, STJobs, Fastjobs for Product & UX Program ‣ focused on “user experience” as a topic ‣ to identify where, how and who we would start with 9 WORKSHOPS
51. ‣ Business as usual while training is tough work ‣ We used 3 coach approach for observations and pairing with teams on- site for UX office hours ‣ Maintain focus on user needs ‣ Each team were at different product maturity and had to identify clearly their user needs via research ‣ Fundamental research techniques helped to open their minds towards answering “What do our users need” instead of “What we can develop for users” KEY LEARNINGS
52. MORE COMMUNITIES UX
 SG/MY/ID/HK/PH Business Agility Agile SG/MY/ID #ProductBeer SG/KL/ID/SF PM Huddle KL Product Tank SG Product Camp SG
53. Companies we’ve help : 20 People we trained : lost count! People we coach / mentor : 30+ People we helped get involved in communities : A few more thousand Communities we get involved in : 3 x 4 countries Cycling planned : 3 months Trans America in 2018 How do I feel ?
54. THINKING ABOUT THE SYSTEMS WE ARE A PART OF … • SHU • SILO in Tech with no understand about the wider business operations hurt the successful roll out of products my teams worked on • SPEAKING with Customers / Stakeholders early • TAKE TIME OFF and learn something different • HA • BRIDGE people as soon as possible • not only UX , Tech, Prod but all the various teams in a company • Speaking with the people who create the products and influencing CULTURE CHANGE takes time • the right COMMUNITIES are important for personal and professional growth • RI • DON’T BE AFRAID TO FAIL • 105 clients later, I’m still learning something new from each client and applying this into each new coaching with product teams and my latest business • FIND LIKE MINDED partners • I keep in touch with all ex-team members and see where they are in life, and check in about their work
55. Trends in UX Agile Indonesia 2017
56. ENGINEERING Engineering is traditionally about FEATURE DELIVERY not about learning about the user/ MOST organisations have a culture of DELIVERY.
57. Designing Products Today Physical + Digital we design for Tomorrow we design for Connected Experience! Yesterday Desktop Mobile we design for Physical increasing need for systems thinking
58. Melissa Perri : Do you agree? “Product Management with no User Experience Design creates functional products that don’t make users excited. 
 User Experience Design with no Product Management produces delightful products that don’t become businesses.” Source : Melissa Perry on Changing the Conversation about Product Management vs. UX http://melissaperri.com/2016/01/17/pmvsux/#.VrDr4jZ96L7
59. PUTTING IT TOGETHER USING DESIGN SPRINTS https://jthoyer.wordpress.com/2015/09/30/google-io-2014-the-design-sprint-from-google-ventures-to-google/
60. WE WANT GREAT EXPERIENCES More or less features doesn’t matter. Engineering often sees PROTOTYPING as outside of engineering MAKE PROTOTYPING a first class member of your tech stack to cultivate a culture of LEARNING
61. Jeneanne Rae Do you agree? “Integrating Design into your company involves more than just hiring superstar designers. It takes a long-term commitment and developing a culture that brings everyone up to speed” Source : Jeneanna Rae on 6 Keys for Turning Your Company into a Design Powerhouse http://www.fastcodesign.com/1669433/6-keys-for-turning-your-company-into-a-design-powerhouse?
62. ROI of Design-centric firms Creating sustainable competitive advantage through design is not a quick or easy task. Source : DMI Design Value Index (Source: Design Management Institute) http://designforeurope.eu/news-opinion/value-design-business
63. Design Maturity Ladder Source : The Design Maturity Ladder (Source: Danish Design Centre) http://designforeurope.eu/news-opinion/value-design-business
64. Developing a UX Strategy Blueprint Credit : https://www.uie.com/articles/ux_strategy_blueprint/ Challenges Aspirations Focus Areas Guiding Principles Activities Measurements
65. What are the common objections? Do you face objections in introducing User Experience? When introducing User Experience topics to your organisation, what questions do you face? 10 minutes
66. but Change is _HARD_, what if … Sounds worrying ? ‣ Talking to Customers Isn’t a Part of an Organization’s Culture ‣ Leadership Doesn’t Have a Clear Vision ‣ Leadership and the Design Team Don’t Share the Same Vision ‣ The Design Team Hasn’t Laid a Sound Foundation by Establishing a Design Process ‣ The Designers on a Team Aren’t on the Same Page ‣ An Organization Doesn’t Allocate Its Resources Properly ‣ An Organization Encourages Feature Creep ‣ There’s No Effort Dedicated to Fit and Finish Source : http://www.uxmatters.com/mt/archives/2012/04/organizational-challenges-for-ux-professionals.php
67. Design Freedom vs Cost of Change Design Freedom vs Cost Of Change Credit :Adaptive Path
68. As a team member, you are in the position to Take charge ‣ Listen up! ‣ Be the voice of honesty and open-mindedness ‣ Get practical and collaborative ‣ Make it good enough, but no better Source : http://uxmastery.com/how-to-apply-ux-in-an-organisation-new-to-user-centred-design/ Image Credit: Michael Ong
69. Who are your customers? Understand Your Environment Can you develop personas to determine Demographics Behaviours Needs & Goals
70. Who are your stakeholders? Understand Your Environment designers developers qa marketing sales operations customers service finance Image Credit: Michael Ong
71. Where are the problem areas? Understand Organisational Key Concerns Communication ? IT Responsiveness? Bad Customer Service? Image Credit: Michael Ong
72. Agile? How are you delivering projects? it is also helpful to identify what type of project delivery method you are using in your team perhaps you are in transition and it is helpful to know the contraints and paths towards each state (whether it will succeed or fail)
73. Put it together Goals , Vision, Strategy ‣ Run workshops to educate basics of User Experience ‣ Hire dedicated UX team members or go at it yourself ‣ Measure ‣ Present ‣ Repeat
74. Image Credit: Michael Ong
75. Define your own Product Design Process with your team Image Credit: Michael Ong
76. Image Credit: Michael Ong
77. Setup the product roadmap and focus on delivery S P R I N T ( 2 W E E K S ) 1 1 1 T H N O V 2 0 1 3 2 2 5 T H N O V 2 0 1 3 3 9 T H D E C 2 0 1 3 4 2 3 R D D E C 2 0 1 3 
 
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 B E TA O P T I N D R A F T 1 0 1 7 T H M A R 2 0 1 4 D R A F T 1 1 3 1 S T M A R 2 0 1 4 
 
 D R A F T P R O D U C T D E S I G N 
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 - V O L U N T E E R - I N V I T E S L I V E I N V I T E S
78. Image Credit: Michael Ong
79. Almost done ! Who? What? How? Why?
80. What we covered today Real Life experience on how Agile & UX are relevant to software development, How to Integrate Them Challenges in practicing Agile & UX in Organisations Agile Indonesia 2017
81. GREAT BOOKS YOU SHOULD READ
82. Tools you can use ‣ Primarily use Google Docs ‣ Draw is great for task flow diagrams ‣ I favor BPMN ‣ We also use diagramming tools like Cacoo ‣ For prototyping ‣ Paper, Sketch, Mockflow, Balsamiq, Mockflow, Fireworks, Photoshop works depending on your team ‣ For sharing visual designs and collaboration ‣ Google Draw, Invision ‣ For usability testing ‣ Silverback or Morae ‣ For Mobile Usability testing, setting up a rig for camera is quite easy.
83. What will you do with the takeaways today? Follow-up ‣ On a Post-It ‣ Write down your Name, Title, Company and E-mail / Phone ‣ State one takeaway you believe you can use in the next 30 days ‣ We will check-in with you 30 days from now on your progress
84. Retrospective We ask for feedback all the time! ‣ What did you like about the session? ‣ What did you not enjoy? ‣ How could we improve ? MICHAEL | @thecollabfolks | hello@thecollabfolks.com More questions? contact me via e-mail or setup a time to chat.
85. Q&A MICHAEL | @thecollabfolks | hello@thecollabfolks.com More questions? contact us via e-mail or setup a time to chat. Agile Indonesia 2017
86. Thank You & enjoy the weekend! Agile Indonesia 2017