How to Integrate UX and Agile

Dean BarkerSr. Director, Optum Technology Engineering

Dean T. BarkerSr. Director of User ExperienceOptumSpeaker

Alfonso de la NuezCo-Founder and Co-CEOUserZoomModerator

Speakers

• Chat box is available if you have any questions

• There will be time for Q&A at the end

• We will be recording the webinar for future viewing

• All attendees will receive a copy of the slides/recording

• Twitter hashtag: #uzwebinar

3

Quick Housekeeping

4

All-in-One Software Solution to Cost-effectively Measure the Digital Customer Experience and Conduct

Remote User Testing

Meet UserZoom

• Increase conversion rates by conducting cost-effective UX research,

remote usability testing and voice of the customer studies

• Test any web-based products (live or prototype) and mobile apps, on

a unified software platform.

• Founded in 2007; launched SaaS platform in 2009

• Our mission: To go beyond the Lab!

• International company: Silicon Valley, Spain, U.K., Germany

• > 200 Enterprise customers, 50% of Fortune’s Most Admired Brands

Meet UserZoom

Highlighted Customers

7

1) Cost-effective• No moderation needed• Automated data analysis

2) Agile & Efficient• Build studies and gather

feedback in days

3) Qual + Quant• Success rates, time on task,

behavior, video, audio, heatmaps, verbatims, dendrograms, etc.

4) Easy Recruiting • Geographic representation• No travel needed

5) Feature Rich• More flexible, customizable,

robust, versitile than others

6) Team & Service• Hands-on, highly experienced

Customer Success Team

Why is UserZoom So Unique?

1. Introduction

2. Four approaches to UX design integration

3. Tailoring agile projects for UX research and design

4. Roadmapping for success

Agenda

Consumers ProducersProductivitySatisfaction

Efficient Development

What is User Experience (UX)?

What is Agile?

Individuals and interactions over processes and tools

Working software over comprehensive documentation

Customer collaboration over contract negotiation

Responding to change over following a plan

http://agilemanifesto.org

Why Agile UX?

It’s an Agile World

Forrester Report October 2010 How To Prepare For The Era Of Experience

It’s an Experience Economy

Connectivity

Workflow

Intelligence

UserExperience

Expertise

Software Value Flows Through UX

•14.4% more willing to purchase

•15.8% fewer will do business with competitors

•16.6% more will recommend you

Customers Respond to Good UX

Forrester Report September 2009 Best Practices in User Experience (UX) Design

Scrum: An Agile Framework

http://coachingagile.blogspot.com/2010/05/when-do-we-start-when-should-we-finish.html

Working in Development Cycles

All work is a process and all processes can be designed, measured, and improved.

Phillip Crosby, Quality Management Guru

Even the best professionals need a structured and disciplined environment in which to

do cooperative workWatts Humphrey

Managing the Software Process

• Product owner

• ScrumMaster

• Team

Three Roles

Four Ceremonies

Three Artifacts

http://www.scrumalliance.org/pages/scrum_101

• Sprint planning

• Daily scrum

• Sprint reviews

• Sprint retrospectives

• Product backlog:

• Sprint backlog

• Product Increment

Scrum Process Elements

• Allocation

• Full time

• Part Time

• Expertise

• Professionals

• Cross-trained specialists w/other roles

• None of the above

Resources and the UX Function

10% of project budget on user research and usability evaluationNielsen Norman Group Report Usability Return on Investment 4th Edition

1:4 Ratio Designers to DevelopersThe User Experience Team Kit Paul Sherman, PhD.UXmatters.com 2/22/2010

Rules of Thumb

User Experience Work = Research & Design

UI Developers

Process Engineering

Process Tailoring

The “P” Word

UX Design Process

Analyze & Organize Create & Elaborate Review & Evaluate

Step One Step Two Step Three

UI AnalysisDocument

• Define, validate, and elaborate requirements and user tasks

• Design the UI Architecture

• Create preliminary screen designs

• Review/user test screens

• Iterate screen designs

• Conduct additionalevaluations/iterations as appropriate

• Final review for consistency

• Update UI Styleguides

NavigationModel

Wireframes HTML/CSS Styleguide

Prototypes?

Wireframes?

Code?

Deliverables and Tools

http://www.agilemodeling.com/

UX Analysis and Agile Modeling

•Your resources, roles, and expertise will inform your viable processes

•You have to make a place for design

•Other factors with team, schedule, and project can impact approach

•There are finite options…

BUFD Sprint PairsJIT Spikes

Make a Place for Design

•Design resources operate in advance of development resources before a release

•Requires Product Owner collaboration

•Designs may be used for estimating

•Works well with Kanban, Lean concepts

BUFD

Big Upfront Design

•Design done within a Sprint

•Typically requires “Stubs”

•Requires a lot of collaboration

•Usually a fire drill

•Necessarily parallel efforts and throw away

•Easier to track in Scrum

•Works well with mature standards and pattern libraries

JIT

Just In Time

http://uxdesign.smashingmagazine.com/2012/11/06/design-spikes-fit-big-picture-ux-agile-development/

Spikes

Design Spikes

•Design works a Sprint ahead of development

•Scope is traded off for time box

•Requires lots of coordination

•Sometimes described as “Scrumerfall”

•Respects functional dependencies

•Seems to have most traction in industry

Sprint Pairs

Sprint Pairs

Developers, Designers, etc.

Scrum Master

Product Owner

Scrum Team

R2S1

R1S1 R1S2 R1S3 R1S4 R1S5 R1S6 R1S7 R1S8

Pla

n R

2

Sta

bili

zati

on

Pla

n R

2

Development Workstream

UI DesignWorkstream

Sprint Pairs

Case Study of Customer Input For a Successful ProductProceeding ADC '05 Proceedings of the

Agile Development Conferencehttp://dl.acm.org/citation.cfm?id=1122115

Critical path is handoff of primary designer deliverable to developer

Complex Choreography

Release Planning

•Critical path is a “sprint-focused” UI design workplan

•Add Phase 0 work as appropriate and feasible

• Include iteration within release

•Define UX metrics

•Develop usability issues backlog

UX Release Plans

Put the “User” in Experience

Satisfaction Survey

End Users, Supervisors/

Managers

Provides SUS, NPS

Self Reported

Quantitative

Heuristic Evaluation

Expert Evaluation

Identifies Usability Concerns

Qualitative

KLM Study

Expert Evaluation

Measures Clicks &

Keystrokes

Quantitative

In-Depth Interviews

Supervisors / Managers

Validate Usability Concerns

Self Reported

Qualitative

Diary Study (Retrospective)

End Users

Provide Insights Into

Workflow

Self Reported

Qualitative & Quantitative

Coding UT & Interview

End Users

Observe Usability problems

Observed

Qualitative & Quantitative

Intake UT & Interview

End Users

Observe Usability problems

Observed

Qualitative & Quantitative

Example Research Program

• Task completion

• Time on task

• Errors per user task

• Requests for help

• Click count

• SUS

• Perceived ease

• Satisfaction

• Brand salience

• % Users Impacted

UX Metrics Programs

Roadmaps

Q1 2013 Q2 2013 Q3 2013 Q4 2013 Q1 2014 Q2 2014

R1 Arch & Research

Architecture, POC

POC

Core Dev Beta

Sprint 1, Day 1Phase 0

Alpha

Release Roadmaps

Q1 2013 Q2 2013 Q3 2013 Q4 2013 Q1 2014 Q2 2014

POC Sprint-Driven UX Activities Formative/Summative U-Tests Remote U-Tests Iterations Styleguides Design integration Validation metrics

Phase 0 UX Activities User research Baseline metrics Groom usability backlog Ideation Concept testing UI Architecture

R1 Arch & Research

Architecture, POC Core Dev BetaAlpha

Value Add UX Activities

Q1 2013 Q2 2013 Q3 2013 Q4 2013 Q1 2014 Q2 2014

POCUX

Research

UI Analysis and High

Level Design

Detailed UI Design, Refinement, and Validation

POC Workshop

Field Research

SUS

Baseline Usability

Task Analysis and Object Model

Navigation Model and Page Templates

Sprint 1 Pre-designs

UI Design, Iteration, Refinement

UI Toolkit Integration

Cloud Integration

Visual IntegrationBaseline KLM

Formative Usability Tests

Summative Usability Tests

R1 Arch & Research

Architecture, POC Core Dev BetaAlpha

UX Release Roadmaps

•Usability defects (i.e. problems encountered by users)

•Rated by severity

•Analyzed by theme

•Ranked for business value

•Prioritized for remediation • per release

Usability Backlogs

$1 invested in UX returns $10 to $100Gilb, Principles of Software Engineering Management

A 5% improvement in usability increases revenues from 10-35%Netraker, e-commerce study

Usability techniques helped cut development time by 33-50%Bosert, Quality Functional Deployment

Usability methods raised user satisfaction ratings by 40%Gartner Group Report

Evangelize UX Value

1. Assign UX designers to Scrum teams2. Assign UI developers to Scrum teams3. Define a tailored process for UX 4. Include Sprint/Phase 0 UX research5. Influence iteration6. Create a UX metrics program7. Manage a Usability defects backlog

Seven Keys to Success