ux in a distributed agile environment: making it work - krys blackwood and lea cuniberti-duran
TRANSCRIPT
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UX In a Distributed Agile Environment: Making it Work
Krys Blackwood and Lea Cuniberti-Duran!
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Times, they’re a-changin’
• 46% companies report they have teams distributed across 2 or more locations!
• 3.2 million teleworkers in US!
• Projections: 4.9 million by 2016!
• 77% of companies >2500 allow telecommuting!
How about your company?!
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Picture of a Modern Team
• 3 locations: West Coast US, East Coast US, China!
• PMs in CA & China, Engineers in MA & China, Designers in CA & MA!
• 2 languages - English and Mandarin!
• 3 cultures - West Coast, East Coast and Chinese !
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It’s Complicated
• Company acquisition led to some defensiveness, divided loyalties and insecurity!
• Culture of blame and CYA!
• Engineers and QA new to Agile, still uncomfortable!
Does this sound familiar? !
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This Was Not Our First Rodeo Photo Source: http://mypetgroundhog.blogspot.com/2014/04/the-selfish-rodeo-clown-learns-lesson.html
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Transparency!
Collaboration!
Communication!
The Elements of Successful Agile Teams
Clear definition !
of success!
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Starting to Climb • Our first approach:
communication!
• Tried reaching out: this was seen as too aggressive!
• Engineers were uncomfortable having phone conversations !
• Emphasized video chat to let them get to know us as people, time zones got in the way!
• Preferred method: Email!
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Scrum Master is Your Bestie
• Scrum master had a great relationship with the devs and QA!
• We spoke with the scrum master 2-3 times per day!
• Bribery is valid: Baked cookies and brought treats from the garden!
• When we weren’t getting responses and time was the issue, had him act as a go-between !
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How about Instant Messaging?
• It’s instantaneous!
• They were already comfortable using it amongst themselves!
• They were reluctant to “let us in” to their circles!
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Us Them &
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Lesson 1 Relationship building takes time • Attend every scrum!
• Remind engineers that we’re here, and what we’re working on!
• Afterward, proactively reach out to engineers or qa via email!
• Agreed to core hours for IM and email, plus reachable 24/7!
• Cell phones in email signatures!
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Gentle and Supportive
• Relentlessly nonjudgmental!
• Constantly reminding that blame doesn’t matter!
• Encouraged alternative proposals!
• Solicited and accepted criticism!
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Slowly but Surely
• No surprise: Each person had their own communication preferences!
• Ended up customizing protocol for each of 15 people!
• But not enough: Progress and projects were slow!
Photo credit: http://embodyheartandmind.com/balance/wp-content/
uploads/2014/03/turtle.jpg!
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Lesson 2 Ask for Help
• After months of hard work, we asked our leadership for help!
• Senior VPs provided support & guidance!
• Summit with all locations in one place!
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• Workshop Kickoff & Goal agreement!
• “5 Dysfunctions of a Team”!http://www.tablegroup.com/books/dysfunctions!
• Team Communication!
• Puts & Takes!
• Prioritization!
• Roadmap Methods!
Team Summit Agenda: Day 1
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5 Dysfunctions
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• “Servant Leadership”!https://greenleaf.org/what-is-servant-leadership/!
• Holding Efficient Meetings!
• Why Agile: purpose and value of things in scrum!
• Roles in the Scrum team!
• Writing user stories!
• Team Metrics!
Team Summit Agenda: Day 2
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Working Agreement • No blame!
• Hierarchy of communication methods!
• Involve all team roles in all stages - even if it’s just to see what’s coming!
• Celebrate wins!
• Provide context for all requests!
• Plan collectively, as a team!
• Switch to Kanban!
• 24 hour service agreement!
Team Summit Agenda: Day 3
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Sea Change
Photo credit: http://apps.seattletimes.com/reports/sea-change/2013/sep/11/pacific-ocean-perilous-turn-overview/!
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Lesson 3 It’s About the Users
• Involved engineers & QA in test design!
• Invited engineers & QA to observe usability sessions!
• Showed them quant & qual results of their work !
• Persona empathy workshops!
• Customer journey mapping!
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• Popularized by Cooper Design Blog !http://www.cooper.com/journal/2014/05/persona-empathy-mapping!
• Engages the team in user-centric thinking!
• Shows the motivations behind the user actions!
• Helps internalize the user experience!
• Builds understanding and empathy toward the user!
Persona Empathy Mapping
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• Jen had baby Jonah 4 months ago and didn’t realized that her and her husband had to add him to their medical plan. Now it is too late and the baby is without insurance.!
• Baby Jonah develops a fever. Jen doesn’t know if it is because of teething or something more serious and she should take him to urgent care.!
Sample Scenarios
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http://www.cooper.com/journal/2014/05/persona-empathy-mapping!
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• Visual representation of the end to end steps involved in a customer experience: from first contact to purchasing and customer after-care!
• Mapped on a timeline!
• Tracks feelings, thoughts, emotions, actions & goals + channels & touch points!
• The goal is for the team to share the experience of our users. !
Customer Journey Mapping
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• Jen worries about her mom’s finances. She has been delaying a visit and Jen learns that the reason is about money. Jen learns, her mom is spending over $200 in Rx drugs copay each month a sizable chunk of her social security check. Jen decides to help her mom and start researching plans that offer better coverage.!
Sample Scenario
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Actions
Environment
Goals
Thoughts and Feelings
Touch Points and Channels!
Step 1 Step 2 Step 3 Step 4 Step 5
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Photo credit: http://pvop.org/event/2014/8/11/it-gets-better!
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The Moral of The Story • Lesson 1: Relationship building
takes time!Be persistent, be supportive, be transparent!
• Lesson 2: Ask for help!It’s not a failure, it’s getting the whole company aligned!
• Lesson 3: Make it about the users!They’re the one thing we’re guaranteed to have in common! Photo credit:
http://www.uneed2knowthis.uk/blog-uneed2knowthis-uk/help-to-climb-mountain/!
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Questions?