a new era at ibm. lean ux leading the way. agile 2013

Ariadna Font Llitjós, PhD

UX Lead and Development Manager, Big Data

@quicola @ibmdesign #leanux #designthinking

A New Era at IBM.Lean UX leading the way.

Tuesday, August 6, 13

ARIADNA FONT | @QUICOLA @IBMDESIGN @LEANUX

A New Era at IBMScaling great design

Creating a Consistent Culture of Design

Eliot Noyes1956

Selectric typewriter1961

Ray and Charles Eames1960s

Good design is good business.

—Thomas Watson Jr.

Chief Executive Officer, 1973

Consistent, useful and pleasing

IBM Business Process Manager

IBM Operational Decision Manager

IBM Blueworks Live

IBM DESIGN

AT SCALE

CAN’T

DICTATE

GREAT OUTCOMES

PROCESS

Not a new way of acting, a new way of thinking

Clear Conceptual Models

Decisions, not Process

Peer-Reviewed Artifacts

COMMANDER’S INTENT

COMMANDER’S INTENT“a framework for freedom to act”

CAN’T

DICTATE

GREAT OUTCOMES

PREPARE FOR

GREAT OUTCOMES

IBM DESIGN THINKING

Defines our approach to creating compelling personal value propositions and

engaging user experiences

— Don Norman

“Designers [...] don't try to search for a solution

until they have determined the real problem,

and even then, instead of solving that problem,

they stop to consider a wide range of potential

solutions. Only then will they finally converge

upon their proposal. This process is called

‘design thinking.’”

“Rethinking Design Thinking” Core77, 19 March, 2013

— Don Norman

IBM Design Thinking is about creating great experiences for our users.

This is not a user experience

This is a user experience

PRODUCT UX UI

SERVER DATA CENTER

PRODUCT UX UI

SERVER DATA CENTER

Product UX UI

Server Data

IBM Design Thinking Collaboration Model

Design

Sponsor client/user

Engineering

Productmanagement

Design

Sponsor client/user

Engineering

Productmanagement How do I engage with Design and Engineering to drive business results?

Design

Sponsor client/user

Engineering

What’s in it for me?

Design

Sponsor client/user

Engineering

How do I create a great product/solution design with limited time?

Design

Sponsor client/user

Engineering

How do I create a great product/solution design with limited time?

How do I deliver great technology to market, with minimum waste?

Deep engagement with Sponsor Clients/UsersGrounds project in the needs and domain knowledge of real users

‣ Product Management signs up Sponsor Clients/Users for each Release Hill• E.g., Client = Company A; User = John Smith

‣ Sponsor Users make themselves available for user research purposes, and attend and (where practical) run Playbacks• Significant time commitment in return for ability

to strongly influence product/solution outcomes

‣ Sponsor Clients are not the only option: Typically the team does other discovery and evaluation work to reach a larger population of target users

Who to recruit✓ Actual customers (clients) in target roles

✓ Services (preferably consultants, or lab services)

✓ Partners (delivery and sales partners)

✓ Technical sales (pre-/post-sales)

Design

Sponsor client/user

Engineering

Productmanagement

Define the mission

• Product Management decides what market problems to solve

Design

Sponsor client/user

Engineering

Kick-Off

Productmanagement

Define the mission

• Release Hills defined (PM)

• Back-of-envelope Metrics reviewed (PM)

• Playback strategy drafted (PM)

Release Hills focus and empower teamsLess micro-management and more iteration

EXAMPLE OF A RELEASE HILL:

“A business user should be able to create and start using a process application in less than 60 seconds”

Design

Sponsor client/user

Engineering

Discover and Envision

Kick-Off

Productmanagement

Define the mission

• Understand users, stories, requirements (PM, Design)

• Rapidly explore and converge the design (Design, PM, Engineering)

• Align on containable scope (Engineering, PM, Design)

personas

user stories & interactions

personas

sketches

personas

sketches

visual prototypes

personas

visual & working prototypes

sketches

personas

field testing

visual & working prototypes

sketches

personas

field testing releaseblueprint

Design

Sponsor client/user

Engineering

Kick-Off Playback Zero

Productmanagement

Define the mission

• Design played back by Sponsor User (PM, Design and Engineering attend)

• Alignment across team on what is to be delivered to market

• Robust Release Blueprint and Design Artifacts shared in the wiki (PM, Design)

Learnings from Playback 0

‣ Involve key stakeholders early and often

‣Refine business goals (based on user research, new information, clearer vision, etc.)

‣Design can be low-fidelity, but most important is high-fidelity of the story

‣Need a clear, realistic story

‣Be honest with your design artifacts (don’t try to show more details and make more decisions than the team has had time to discuss, assess feasibility for)

‣ Involve dev managers, as well as tech leads and as many devs as possible

‣Force alignment

‣Maximize learning and avoid waste (99% of the work leading to playback 0 was for the release, not for the playback itself)

Design

Sponsor client/user

Engineering

Build and Refine

Productmanagement

Define the mission

• Code and test stories in small iterations/sprints (Engineering)

• Refine and finalize designs ahead of coding (Design)

• Evaluate end-of-iteration builds with users (Design)

Design

Sponsor client/user

Engineering

Build and Refine

Productmanagement

Define the mission

• Sponsor User plays back major stories (epics) as implemented (PM, D, and E attend)

• Example: Playback 1 = “Happy Path” demo

• Playback of major stories drives integration test ahead of unit test (Engineering)

Design

Sponsor client/user

Engineering

Kick-Off Playback Zero Interim Playbacks

Build and Refine

Productmanagement

Define the mission

• Sponsor User plays back major stories (epics) as implemented (PM, D, and E attend)

• Example: Playback 1 = “Happy Path” demo

• Playback of major stories drives integration test ahead of unit test (Engineering)

‣High-fidelity mockups

‣The more specific, the better

‣Extremely powerful and valuable to see everything from beginning to end under one unified story (installer, back-end, front-end)

‣Having the sponsor user drive the playback, speaking in his own language, made it materially better than other playbacks.

Manuel Corniel, Vivisimo Sales Exec:

“I want my team to learn to tell this same story to clients.”

Quotes from Playback 1

Charlie Hill, CTO Design:

“To me it’s like nirvana, you’re getting a non-mediated demo (directly from the user).”

Quotes from Playback 1

Design

Sponsor client/user

Engineering

Kick-Off Final PlaybackPlayback Zero Interim Playbacks

Build and Refine

Productmanagement

Define the mission

• Sponsor user plays back full user experience starting with install/sign up (PM, Design and Engineering attend)

Continuous improvement and DevOps

‣ Shorter deployment cycles (before or after release to production) make it easier to incorporate user feedback and/or usage data • Rapidly learn from actual usage and feed changes into next iteration/release• Data-driven design: Quantify effects of some (but not all) design changes

‣ With shorter release cycles, the full design cycle is repeated every N releases, e.g., every 6 months, instead of every release

Release Release ReleasePlayback Zero

Build and Refine Build and Refine Build and Refine

Example: Cycle repeated over six months = three 2-month releases

Kick-Off

Discover &EnvisionDefine the Mission

Build and Refine Build and Refine Build and RefineDiscover &

EnvisionDefine the

Mission

Build and Refine Build and RefineDiscover &

EnvisionDefine the

Mission

Discover &Envision

Define the Mission

Build and Refine Build and Refine Build and Refine Build and Refine Build and Refine

Discover &Envision

Define the Mission

IBM Design Thinking: Scaling great designKey building blocks for consistently great design outcomes

IBM Design Thinking: Scaling great design

Sponsor Clients/UsersContinuous engagement with people in target roles and industry domains

Key building blocks for consistently great design outcomes

Release HillsFocused investment, empowered teams

PlaybacksRelentless focus on user value and experience throughout the development process

• Story-driven milestones led by users

• Playback Zero: Align on product vision before coding

• Interim Playbacks: Demo stories in executable code

Product Management

Wiki-based Release DocumentsEfficient cross-functional collaboration around peer-reviewed artifacts

Design

Engineering

IBM DesignThinkingMetricsVisibility into objective operational data

ReleaseBlueprint URL

Organizationdata

Skills ratios

Dependencies

Design team skills data

Release Hills

Lead Users

Product Management

Wiki-based Release DocumentsEfficient cross-functional collaboration around peer-reviewed artifacts

Design

Engineering

Envisioning the IBM Portfolio

The IBM Portfolio

Enterprise scale and security

WORKS TOGETHER

WORKS THE SAME

WORKS FOR ME

Language

Personas

Tight integration across core technologies

Interoperability with complementary technologies

Common look and feel

Enables easy skills transfer

Focuses on the user and the user’s story

Spans product lifecycle (learn, buy, adopt,

maintain)

CULTURE

IBM DESIGN THINKING

From startup to IBMLean UX leading the way

Disclaimer:

The views presented in this part of the talk are my own and don't necessarily represent IBM's

positions, strategies or opinions.

Vivisimo

Company size 120

Engineering size 30

Cross-functional team size 4

Enterprise search

Acquisition

June 2012 (TOB - January 2013)

IBM, Big Data

430,000

10 / 12

Big Data exploration & visualization

+ many more layers of management

5 years of Agile and Lean practices

Things that remained the same

‣ startup culture

‣ collaborative design workshops (aka design studios)

‣Kanban

‣ stories

‣ daily standups

‣ demos

‣ retro

‣ XP practices

Things that changed

Focused vision and target

Overstimulating environment & developing market

IBM Design Thinking

3 Release business objectives

Envisioning the experience

Colocated team

Distributed team (2/10 remote devs - still more colocated than most IBM teams)

Non-dedicated design resources

Dedicated design resources(2 UX designers, 2 front-end devs, 3 app devs, 3 backend devs)

Access to end users

Sponsor clients and users

Demo features & functionality

Demo experience as a narrative

— John Doe

“This is a quote that makesa great point”

|| Dev || UX || PM ||

|| Dev + UX | PM ||

Cross-functional team

Maximize learning

User-centric design and development

Just-in-time (minimize waste)

Validate and iterate

Lean UX Principles

Design & development flow

1 Brainstorm and scope as a team

2 Workflow and creating epics

3 Breaking epics down to stories that can be designed / implemented

4 Design, validate, implement, polish design

5 One day in the Pittsburgh Big Data lab...

Team daily standup

Designers and developers at work

6 Designer shares design and gets feedback from Dev

7 Dev works on implementing the design

8 Dev proudly shows the implementation with the final design to designer

Moral of the Story

One team with shared core values

Daily high-bandwidth communication

Iterate - don’t let perfection be the enemy of good

We managed to bring IBM along and

also leverage IBM’s channels

Thanks!

@quicola @ibmdesign #leanux #designthinking

a new era at ibm. lean ux leading the way. agile 2013

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