$30 off During Our Annual Pro Sale. View Details »

Don't touch the monolith; or, How lateral architecture design can satisfy your users

Don't touch the monolith; or, How lateral architecture design can satisfy your users

Research shows that prisoners’ reoffending rates are significantly lowered if they have frequent contact with friends and family on the outside. Booking social visits with prisoners used to involve mailing a paper form to the visitor, who would then have to phone the prison—and could spend two hours or more on hold. In September 2014, the Ministry of Justice Digital launched Prison Visit Booking, which allows visits with prisoners to be booked online through GOV.UK.

How can you integrate with an unchangeable monolith that thousands of prison staff use every day to run the UK’s prisons, while rapidly iterating on a citizen-facing visit booking service?

Steve Marshall shows how a combination of some decades-old technologies, a carefully crafted user interface, and staff in prisons made it possible to build a visit-booking service with 90% user satisfaction, all without changing the backend system. Steve also explores how to architect systems to chip away at legacy monoliths while improving your users’ experience and discusses what all of this means for how you architect your systems.

Steve Marshall

October 21, 2016
Tweet

More Decks by Steve Marshall

Other Decks in Programming

Transcript

  1. Don’t touch the monolith Or: How lateral architecture design can

    satisfy your users @SteveMarshall, Technical Architect
  2. @SteveMarshall MOJ The Government Digital Service

  3. @SteveMarshall MOJ Digital services so good people prefer to use

    them
  4. @SteveMarshall MOJ

  5. @SteveMarshall MOJ

  6. @SteveMarshall MOJ

  7. @SteveMarshall MOJ Prison visit booking

  8. @SteveMarshall MOJ Why are prison visits important?

  9. @SteveMarshall MOJ 45%
 of prisoners lose contact with their family

    while inside
  10. @SteveMarshall MOJ 39%
 more likely to reoffend if not visited

  11. @SteveMarshall MOJ

  12. I’ve rang over 50 times and can’t get through @SteveMarshall

    MOJ ” “
  13. Get more staff on the phones it's ridiculous!!!! @SteveMarshall MOJ

    ” “
  14. @SteveMarshall MOJ gov.uk/prison-visits

  15. @SteveMarshall MOJ

  16. @SteveMarshall MOJ 1.5m
 bookings online And 50% of all bookings

    are now online
  17. @SteveMarshall MOJ 65%
 of online bookings from mobiles or tablets

  18. @SteveMarshall MOJ 80%
 completion rate

  19. @SteveMarshall MOJ 85%
 user satisfaction* * including rejected bookings

  20. @SteveMarshall MOJ Visit web UI Visit Database

  21. @SteveMarshall MOJ Prison Database ? ? Visit web UI

  22. @SteveMarshall MOJ Prison Database ? ? Visit web UI

  23. @SteveMarshall MOJ Visit web UI Prison Database ? ?

  24. @SteveMarshall MOJ API n. an FTP folder with a 10

    minute response time
  25. @SteveMarshall MOJ Visit web UI Prison Database 10m

  26. @SteveMarshall MOJ 0.1s: instantaneous 1s: operating directly on the data

    10s: the limit for keeping the user's attention —“Usability Engineering”, Jakob Nielsen
  27. @SteveMarshall MOJ 0.1s: instantaneous 1s: operating directly on the data

    10s: the limit for keeping the user's attention —“Usability Engineering”, Jakob Nielsen 10m: ???
  28. @SteveMarshall MOJ Visit web UI Prison Database 10m

  29. @SteveMarshall MOJ Visit web UI Prison Database 10m

  30. @SteveMarshall MOJ Visit web UI Prison Database 10m

  31. @SteveMarshall MOJ Cue pre-caching of availability, machine learning to predict

    busy periods…
  32. @SteveMarshall MOJ Visit web UI Prison Database 10m

  33. @SteveMarshall MOJ Visit web UI Prison Database 10m

  34. @SteveMarshall MOJ

  35. @SteveMarshall MOJ Visit web UI Prison Database 10m

  36. @SteveMarshall MOJ Visit web UI Prison Database Prison Database

  37. @SteveMarshall MOJ Visit web UI Prison Database Prison Database

  38. @SteveMarshall MOJ Use low- or no-tech solutions first

  39. @SteveMarshall MOJ Satisfying the user’s need doesn’t have to be

    instant, it has to fit into their day
  40. @SteveMarshall MOJ Other services with low-tech solutions

  41. @SteveMarshall MOJ

  42. @SteveMarshall MOJ

  43. @SteveMarshall MOJ

  44. @SteveMarshall MOJ Address the user need first, worry about the

    tech later
  45. @SteveMarshall MOJ What next for prison visits?

  46. gradually create a new system around the edges of the

    old […] until the old system is strangled @SteveMarshall MOJ ” “ – Martin Fowler
  47. @SteveMarshall MOJ Visit web UI Prison Database Prison Database

  48. @SteveMarshall MOJ Visit web UI Prison Database Prison Database Visit

    API
  49. @SteveMarshall MOJ Visit web UI Prison Database Prison Database Visit

    API
  50. @SteveMarshall MOJ Visit web UI Visit API Prison Database

  51. @SteveMarshall MOJ Visit web UI Visit API Visit staff UI

    Prison Database
  52. @SteveMarshall MOJ Visit web UI Visit staff UI Prison Database

    Visit API
  53. @SteveMarshall MOJ Visit web UI Visit staff UI Prison Database

    Visit API
  54. @SteveMarshall MOJ Visit web UI Visit staff UI Prison Database

    Visit API Another API
  55. @SteveMarshall MOJ Build strangler applications

  56. @SteveMarshall MOJ What have we learned?

  57. @SteveMarshall MOJ Build strangler applications

  58. @SteveMarshall MOJ Use low- or no-tech solutions first

  59. @SteveMarshall MOJ Address the user need first, and worry about

    the tech later
  60. Don’t touch the monolith Or: How lateral architecture design can

    satisfy your users tinyurl.com/stevemarshall-monolith @SteveMarshall, Technical Architect
  61. @SteveMarshall MOJ References - gov.uk/transformation - gov.uk/register-to-vote - gov.uk/carers-allowance -

    gov.uk/prison-visits - thinknpc.org/wp-content/uploads/2012/09/Investing-in-family-ties.pdf - webarchive.nationalarchives.gov.uk/20110201125714/http:/www.justice.gov.uk/ publications/docs/research-factors-reoffending.pdf - gov.uk/performance/prison-visits - nngroup.com/articles/response-times-3-important-limits/ - duolingo.com / wikipedia.org/wiki/Duolingo#Crowdsourced_translation - stripe.com / stripe.com/atlas / paulgraham.com/ds.html - zappos.com / businessinsider.com/nick-swinmurn-zappos-rnkd-2011-11 - martinfowler.com/bliki/StranglerApplication.html