creating a vision in agile environment
Post on 15-Aug-2015
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UX VISIONEVOLVINGIN AN AGILE ENVIRONMENT
Lilach KantorUX expert @ NICE Enterprise
The NICE
Customer Journey
How? Why?
The questions
The questions
Customer
behavior patterns
HOW CAN WE IMPROVE THE CUSTOMER EXPERIENCE???
This is Dave
Canceled account
Called customerService - IVR
Visitedweb page
Receivedemail
Talkedto agent
Dave
Canceled account
Called customerService - IVR
Visitedweb page
Receivedemail
Talkedto agent
Dave
Dave
Differing perspectives
Dave’sperspective
Organization’s
perspective
One organizationBranch / Mobile /
Website / Call center
Back office Email
Website
Call Center
IVRCall
CenterVoice
Visualizing a single journey is simple
Visualizing multiple journeys is complex
HOW DO WE VISUALIZE BIG DATA?
Identify patterns
Consolidate the view
Aggregate journey data
1 2 3 4 5 6 7
100%120,000
100%120,000
50%60,000
100%120,000
50%60,000
80%48,000
45%
100% 25%
20%
20%
50%
100%
88%
100%
100%
100%
45%2,250
100%5,000
25%1,250
20%1000
20%450
50%1,125
100%1,250
88%880
100%880
100%1,125
100%450
45%2,250
100%5,000
25%1,250
20%1000
20%450
50%1,125
100%1,250
88%880
100%880
100%1,125
100%450
IS THE UI EFFECTIVE?
Test it with real users
How many journeys Started
here?
45%2,250
100%5,000
25%1,250
20%1000
20%450
50%1,125
100%1,250
88%880
100%880
100%1,125
100%450
How many journeys Started
here?
45%2,250
100%5,000
25%1,250
20%1000
20%450
50%1,125
100%1,250
88%880
100%880
100%1,125
100%450
How many journeys
ended here?
45%2,250
100%5,000
25%1,250
20%1000
20%450
50%1,125
100%1,250
88%880
100%880
100%1,125
100%450
45%2,250
100%5,000
25%1,250
20%1000
20%450
50%1,125
100%1,250
88%880
100%880
100%1,125
100%450
WE LOST CLARITY
Where does the Journey start?Where does it end?
Validating possible solutions
1 2 3
Most effective solution
1 2 3
45%2,250
100%5,000
25%1,250
20%1000
20%450
50%1,125
100%1,250
88%880
100%880
100%1,125
100%450
Ended here30%675
Ended here100%450
Ended here100%1,125
Ended here100%880
Ended here100%1,250
Ended here12%120
Ended here10%500
45%2,250
100%5,000
25%1,250
20%1000
20%450
50%1,125
100%1,250
88%880
100%880
100%1,125
100%450
Ended here30%675
Ended here100%450
Ended here100%1,125
Ended here100%880
Ended here100%1,250
Ended here12%120
Ended here10%500
BEHIND THE SCENES – THE UX PROCESS
Product concept
Prototype
BrainstormingProduct
requirements
Product concept
Prototype
BrainstormingProduct
requirements Product Roadma
p
Product Roadma
p
Focus on:• User stories• Good usability• Business needs• Innovation• Real data
• Future capabilities
Short Rangedevelopment
Long rangeVision
• User stories
• Good usability
• Business needs• Innovation • Real data• Future capabilities
2
different designs!
Business needs
UX Concep
t
Detailed design
Visualdesign
Design 1: Designing a long range vision
Design 2: Designing for short range development
Release plannin
g
2st sprintUX design
1st sprintUX design
1st sprint
planning
Visualdesign
2nd sprint
planning
Simultaneously
Business needs
UX Concep
t
Detailed design
Visualdesign
Release plannin
g
2st sprintUX design
1st sprintUX design
1st sprint
planning
Visualdesign
2nd sprint
planning
Simultaneous design
Advantages:
• Deeper product understanding
• Unified product vision
• Internal product promotion
• Faster design process
Business needs
UX Concep
t
Detailed design
Visualdesign
Release plannin
g
2st sprintUX design
1st sprintUX design
1st sprint
planning
Visualdesign
2nd sprint
planning
Usability
testing
Usability
testing
Short Rangedevelopment
Long rangeVision
Usability
testing
Usability
testing
TAKEAWAYS
Don’t oversimplify your design
Validate both the product and the planned solution
Invest in your vision!
Questions?
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