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

User Interviews to JIRA Tickets

Tim Broadwater
September 23, 2022

User Interviews to JIRA Tickets

A workshop presentation for UXxUX in Vancouver, 2022.

Tim Broadwater

September 23, 2022
Tweet

More Decks by Tim Broadwater

Other Decks in Technology

Transcript

  1. #ws-interviews-to-tickets
    by Tim Broadwater

    View Slide

  2. Icebreaker
    1. Introduce yourself
    2. Tell us one thing cool/unique about the
    space you work in, or a team/product you
    work with. Anything.
    3. A favorite cartoon, animated film, graphic
    novel, or kids tv show?

    View Slide

  3. About Me
    - Creative Pioneer (Leadership Voice)
    - Strengths Finder
    - Connectedness
    - Strategic
    - Achiever
    - Includer
    - Ideation
    - Design Ethics & Design Thinking

    View Slide

  4. –Don Norman

    View Slide

  5. Design Thinking
    solves
    Wicked Problems

    View Slide

  6. Wicked Problems
    a wicked problem is a problem that is difficult or impossible to solve because of incomplete,
    contradictory, and changing requirements that are often difficult to recognize.

    View Slide

  7. And now,
    a controversial statement:

    View Slide

  8. Agile is dead…
    please don’t let Design Thinking be next!

    View Slide

  9. View Slide

  10. Design Thinking is not about
    design. It’s about…
    1. Observational research
    2. Visual sense-making
    3. Rapid Prototyping

    View Slide

  11. Rules of Design Thinking
    1. Quantity over quality
    2. Defer judgement
    3. Embrace wild ideas
    4. Fail fast, fail cheap, fail often
    5. Show, don’t tell
    6. Build on the ideas of others

    View Slide

  12. What are the 4 D's of
    Design Thinking?
    Discover, Define, Develop and Deliver.

    View Slide

  13. 5 Stages of Design Thinking…

    View Slide

  14. So on, and so on, but…
    what works, works… so let’s Empathize and Define,
    so we can get to the fun parts: Ideate, Prototype and Test!

    View Slide

  15. Have you ever…
    - created development tickets?
    - had to be a PM and a UXer?
    - had to write user stories for devs?
    - kept the team’s focus on the user?
    - interviewed users?
    - diagnose pain points?

    View Slide

  16. Workshop Agenda
    1. Groups / User Interview 35min.
    2. Empathy Mapping 35min.
    Lunch ???
    3. As-Is Mapping 35min.
    4. Identify Pain Points 35min.
    5. Needs Statements 35min.
    6. Developer Tickets 35min.
    • Bio breaks as needed!

    View Slide

  17. Crystal Fusion
    1. Break up into groups (random)
    2. Introduce yourself to one
    another
    3. Get supplies
    4. Come up with a Team Name!

    View Slide

  18. User Interviews
    and extracting their insights… mwha ha haa!

    View Slide

  19. “If I’d asked people what they
    wanted, they would have said
    faster horses.”
    –Henry Ford

    View Slide

  20. Journalism, 5Ys, and OOUX
    - Listen, delve deeper on outside remarks..
    - Ask atleast 5 whys…
    - OOUX

    View Slide

  21. Be a good reporter
    - Who
    - What
    - When
    - Where
    - Why
    - and don’t forget How

    View Slide

  22. 5 Whys Technique
    Sakichi Toyoda, the Japanese industrialist, inventor, and founder of
    Toyota Industries, developed the 5 Whys technique in the 1930s.
    The method is remarkably simple: when a problem occurs, you drill
    down to its root cause by asking "Why?" five times. Then, when a
    counter-measure becomes apparent, you follow it through to prevent
    the issue from recurring.

    View Slide

  23. OOUX
    Object Mapping

    View Slide

  24. listen, Listen,
    LISTEN…
    1. Introduce the problem
    2. Handouts
    3. Conversate/share
    insights

    View Slide

  25. For the purposes of this
    presentation…
    if you find any videos, reviews, testimonials – as well as if you have your own
    experiences or knowledge – feel free to consider/include… cross research is great.

    View Slide

  26. Let’s talk about
    Empathy Mapping
    purpose is to ‘bridge the understanding’ of the end user

    View Slide

  27. Look
    Familiar?

    View Slide

  28. Activity
    Someone in group write
    this down

    View Slide

  29. Buying/building an
    entertainment
    center / home
    theatre…
    [customer problem]

    View Slide

  30. I didn’t know…
    1. Draw the empathy map grid
    1. Name and draw your user
    2. Diverge and add create post-its
    from testimonial or your own
    experiences

    View Slide

  31. Now…
    1. Take some time to cluster similar ideas
    2. Put yourself in the mind of your user and…
    a. Think about what steps ‘they say’ that they
    would take
    b. Does your user have a plan/need one?
    c. Are there phases that they would go
    through?
    3. Share with the room

    View Slide

  32. As-Is Mapping
    - plots the relationship between task and experience
    - captures the workflow as it occurs today

    View Slide

  33. Value of as-is mapping
    Think of the Empathy Map ideas and ‘groups’ as a
    linear or non-linear actions/steps

    View Slide

  34. Activity…
    Someone in group
    write this down

    View Slide

  35. You got the touch…
    1. Create columns with actions/steps user
    is taking “the workflow as it is today”
    2. Create rows for what they are doing,
    thinking, and feeling
    3. Work separately, and everyone makes
    more/new stickies!

    View Slide

  36. Identifying Pain Points
    pain = areas of opportunity

    View Slide

  37. In As-Is
    Mapping…
    Where do you think your user is
    experiencing pain?
    [it’s ok to project in this workshop,
    but normally we ask, or it’s evident in
    feedback/testing]

    View Slide

  38. Evaluating
    Pain Points
    - Democratic evaluation
    - Voting on pain points

    View Slide

  39. Sharing is caring…
    1. Identify pain points
    2. Vote on pain points
    (rule of X for dots)
    3. Share them with room

    View Slide

  40. Defining Work
    How do we start to define work,
    And work with others?

    View Slide

  41. User Stories
    - As a I can ,
    so that
    - As a [type of user], I want
    [some action], so that
    [outcome]
    “When an important new
    customer signs up, I want to be
    notified, so I can start a
    conversation with them.”

    View Slide

  42. https://jtbd.info/replacing-the-user-story-with-the-job-story-af7cdee10c27

    View Slide

  43. Job Story (JTBD)
    "When I'm in a rush & I want something to eat, I want something to take
    away, so I make it to my meeting on time."

    View Slide

  44. Introducing the Needs
    Statement
    An actionable problem statement that
    launches you into ideation

    View Slide

  45. Needs Statements
    Actionable problem statement that launches
    you into ideation

    View Slide

  46. View Slide

  47. View Slide

  48. Setup like
    this…
    Somebody in group write the Needs
    Statement template at the top of your
    sheet
    1. Incorporate User
    2. Refer to Empathy Map
    3. Refer to As-is Mapping
    4. Refer to Pain Points

    View Slide

  49. Activity Time
    1. Write the Needs Statement template at
    the top of your sheet
    2. Start writing Needs Statements to…
    a. Accomplish what the user needs
    b. Address pain points
    c. Summarize user problems
    d. Capture user needs
    3. Start to mix and match, building on
    others

    View Slide

  50. Can you
    Cluster Needs
    Statements?
    Or write one big needs statement
    for a group of them?

    View Slide

  51. 1. Rewrite the pair(s) if that helps.
    2. Label the clusters.
    3. Try writing one big Needs Statement that
    represents the entire cluster—use the
    same need + insight structure
    What did you say?

    View Slide

  52. Identifying and aligning
    around a point of view
    captures your design vision
    but…
    insights may not be actionable or too broad.

    View Slide

  53. Evaluating
    Needs
    Statements
    Democratic evaluation (X rule
    voting) or voting on Needs
    Statements that are the strongest,
    most representative, best worded,
    etc.

    View Slide

  54. Tickets !!!
    How do I love Scrum? Let me count the ways.
    I love it for its sprints of up to twenty days.
    The product backlog: Writing and refining!
    I love Scrum when I see a pile of story cards declining.
    I love burndown charts, or up if you prefer.
    They show team progress, otherwise hard to infer.
    I like my Scrum Master and my product owner, too.
    Having each makes issues easier to get through.
    I love Scrum with a love deeper than a waterfall.
    There are no impediments. I love it all.
    Scrum brings me joy. Work is fun. No overtime!
    I shall but love Scrum better if we ship on time.
    –Mike Cohn, Scrum Software Development Method

    View Slide

  55. Feature vs. Big Idea
    Feature - A distinctive, discrete attribute or aspect of something
    Big Idea - Broad, conceptual thought focused on a user need

    View Slide

  56. Ticket Systems
    - Initiative Problem
    - Epic NS
    - Story/Task
    User Story
    JTBD
    NS
    - Subtask
    - Spike

    View Slide

  57. User Story
    As a [type of user], I want [some action],
    so that [outcome]
    Job Story
    When I want to
    so I can
    User Vs Job Stories

    View Slide

  58. Setup like this…
    Somebody in group
    write this structure
    down…
    - Initiative Problem
    - Epic NS
    - Story/Task
    User Story
    JTBD
    NS
    - Subtask
    - Spike

    View Slide

  59. 1. Problem is initiative (new project)
    2. Needs Statements items, that have the most
    votes, or capture a group, become Epics.
    3. Consider the different users or user roles
    involved needed to make that Epic happen…
    those become the User Stories
    4. Tasks are to make that happen
    Let’s make a backlog

    View Slide

  60. Let’s See…
    everyone’s backlog!

    View Slide

  61. Thank you so much, and please do the Workshop Survey:

    View Slide