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Transcript of III Conferência CMMI Portugal, Workshop 2: Human Centered Process Improvement, Nuno Seixas, PT...
Portugal
Human Centered Process
Improvement
Nuno Alexandre Seixas
Transformation Project Manager, CMMI-DEV Certified Instructor
PT Inovação
2013-10-17
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Human Centered Process Improvement Agenda
1. Motivation
2. Contextual Design – the theory
3. Cool stuff – hands on
4. Wrap up
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Human Centered Process Improvement Agenda
1. Motivation
2. Contextual Design – the theory
3. Cool stuff – hands on
4. Wrap up
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Human Centered Process Improvement
Who am I?
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Human Centered Process Improvement
Motivation
Innovation is not…
rocket science
an Eureka moment
It is getting closer to
an emotional analysis
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Human Centered Process Improvement
Motivation
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Human Centered Process Improvement
Motivation Give customers what
they want need
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Human Centered Process Improvement
Motivation Give customers what
they want need
Build processes for
with people
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Human Centered Process Improvement
Motivation
Process Improvement
What’s in it for me?
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Human Centered Process Improvement
Motivation
5 different views on process improvement
Process improvement as a simple “certification”
Process improvement as a top-down strategy
Process improvement as a quest for efficiency
Process improvement the holy grail
?
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Human Centered Process Improvement
Motivation
Process improvement from a CMMI perspective:
Image credit: http://www.icesi.edu.co/wiki/images/2/22/Ideal2.jpg
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Human Centered Process Improvement
Motivation
what they
want?
Do you ask
customers
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Human Centered Process Improvement
Motivation
what they
want?
Do you ask
customers
Get reasonable answers from who truly wants to help
Will indicate incremental improvements to products and services
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Human Centered Process Improvement
Motivation
“If I’d asked my customers what they wanted, they would have
said a faster horse.” Henry Ford
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Human Centered Process Improvement
Motivation
What is lacking in the usual strategies?
Why does so many CMMI implementations fail?
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Human Centered Process Improvement
Motivation
Process improvement initiatives are too focused on the
parameters and attributes and specifications of the outcome,
rather than the shape, size and emotion of the needs and
gaps.
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Human Centered Process Improvement
Motivation
Process improvement initiatives are too focused on the
parameters and attributes and specifications of the outcome,
rather than the shape, size and emotion of the needs and
gaps.
This is a qualitative analysis.
It is important to understand:
• the depth of the need
• the reason for the work-around
• the failures and frustrations the gaps create
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Human Centered Process Improvement
Motivation
Know the needs…
Trust instincts
Give little credit to interaction
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Human Centered Process Improvement
Motivation
To innovate and create truly new and value added products and services
it is fundamental to leave the office.
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Human Centered Process Improvement
Motivation
To innovate and create truly new and value added products and services
it is fundamental to leave the office.
Identify:
The main barriers, challenges, problems and failures for the client to accomplish his/her goal
Where we can act
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Human Centered Process Improvement
Motivation
Give the client what he/she wants
is fundamental, but most of all it
matters to help him/her reach the
desired goals.
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Human Centered Process Improvement
Motivation
Think outside the box
It’s an entire new discipline
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Human Centered Process Improvement
Motivation
Companies tend to focus on product innovations
…but the best value creation opportunities are often elsewhere
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Human Centered Process Improvement
Motivation
The truth is not out there to be discovered, so
work your way through innovation, in process
improvement also
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Human Centered Process Improvement
Motivation
Bring customer insight to help
Specify and follow a process that helps getting sistematic results
Empathize
Define
Ideate Prototype
Test
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Human Centered Process Improvement
Motivation
Show, don’t tell
Communicate your vision in na impactful and meaningful way
Focus on human values Empathy for the people and provide feedback
Craft clarity
Produce a coherent vision out of messy problems
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Human Centered Process Improvement
Motivation
Human centered process improvement
Specify and follow a
process that helps getting
sistematic results
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Human Centered Process Improvement
Motivation
Process improvement from a CMMI perspective:
Image credit: http://www.icesi.edu.co/wiki/images/2/22/Ideal2.jpg
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Human Centered Process Improvement
Motivation
Process improvement from a CMMI perspective:
Image credit: http://www.icesi.edu.co/wiki/images/2/22/Ideal2.jpg
Application of
Contextual Design
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Human Centered Process Improvement
Motivation
Why contextual design?
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Human Centered Process Improvement Agenda
1. Motivation
2. Contextual Design – the theory
3. Cool stuff – hands on
4. Wrap up
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Human Centered Process Improvement Agenda
1. Motivation
2. Contextual Design – the theory
3. Cool stuff – hands on
4. Wrap up
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Human Centered Process Improvement
Contextual Design – the theory
A user centered metodology for
systems analysis and design
– The goal is to give answers for the
needs and not for what they asked
Why is this important?
– Integrate in the product what the
user values
– To rationalize the effort and costs
for the product development
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Human Centered Process Improvement
Contextual Design – the theory
Advantages
• Identification of most valuable requirements
• Higher quality on the proposed solution
• Less development time and cost (clear
understanding of right requirements)
• Possibility of reducing “fat” – low valuable
requirements and therefore a potential cheaper
product – global competitiveness increase
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Human Centered Process Improvement
Contextual Design – the theory
Difficulties
• Cultural change
• Greater effort in problem
understanding
• Greater involvement from end
user
• Needs coordination from
business, marketing and
technical teams
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Human Centered Process Improvement
Contextual Design – the theory
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Human Centered Process Improvement
Contextual Design – the theory
What’s in it for me?
Understand the real needs
– Able to satisfy the needs not just
from business but also from user
Meaning we understand the problems
– Hereby reference as breakdowns
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Human Centered Process Improvement
Contextual Design – the theory
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Human Centered Process Improvement
Contextual Design – the theory
•Observation – Contextual Inquiry
•Interpretation
•Data consolidation
•Visioning
•Storyboarding
•User Environment Design
•Prototyping
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Human Centered Process Improvement
Contextual Design – the theory
Observation – Contextual Inquiry (1/2)
Made in the work place and based on observation. Master –
apprentice relationship
– Not an interview. “You don’t know what you don’t know”
– One observer per master
We want to understand how the user does it, why he/she does it
and what problems he/she has
– Not a tipycal interview
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Human Centered Process Improvement
Contextual Design – the theory
Some guidelines:
– Make sure the user understands that we are there to understand their needs, not to judge him/her
• Important to ask the user to teach us how to do the job
– Assure that all data is confidential and destroyed after the consolidation
– Ask the user for the most problematic aspects (identifying the breakdowns)
– Ask for a short description of all the tools the user uses
– Ask for a general view on everything the user has to do (related with the analysis)
– At the end, the observer should go through all their notes to check if they are coherent with the user ideas and needs
Observation – Contextual Inquiry (1/2)
Interpretation (1/6)
• Done at the most 48h after the observation – Ideally involving multidisciplinary teams – marketing,
product, technical)
• The goal is to develop an agreed understanding of all the observations – The observer presents the results and the data is
placed on the adequate models
• Normally 5 models are used (although none is mandatory) – For each observation the team builds one set of
models
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Flow Model
• Coordination
• Comunication
• Interactions
• Roles
• Responsibilities
Interpretation (2/6)
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Sequence model
• What steps are taken to
accomplish the task
Interpretation (3/6)
44
Artifact Model
• What artifacts the user creates and
uses
• Also visible in Flow Model…
Interpretation (4/6)
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Interpretation (5/6)
Cultural
Model
• Politics
• Influences
• Pressures
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Physical
Model
• User physical
environment
• Desk
• Computer
• …
Interpretation (6/6)
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Data consolidation (1/2)
• Consolidating all the previously produced models
– Patterns found and merged
– Relevant details should be identified and registered
• Used for developing the persona concept, mapping all the relevant profiles
• Very usefull as a starting point for the visioning
48
Data consolidation(2/2)
• Consolidated flow models identify the real roles, responsibilities and workflows
• Consolidated sequence models represents o the process for a given task and the used strategies
• Consolidated artifact models ilustrate the overall use of artifacts and not just from a user point of view
• Consolidated cultural models show values, pressures and policies common in the organization
• Os consolidated physical models reveal some physical environment aspects that everyone feels
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Visioning (1/2)
• The endpoint for the problem and the starting point for defining the solution
• An informal design that:
– Shows people in roles
– Describes how the system can be used
– Made from a user point of view
• Needs to address the collective view (management, marketing, technical)
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Visioning (2/2)
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Human Centered Process Improvement Agenda
1. Motivation
2. Contextual Design – the theory
3. Cool stuff – hands on
4. Wrap up
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Human Centered Process Improvement Agenda
1. Motivation
2. Contextual Design – the theory
3. Cool stuff – hands on
4. Wrap up
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Time to put your hands in action!!!
Follow instructor instructions to setup teams
Each team observes a video
Let’s simulate an observation Pay atention
Act as an apprentice
Register as much as you can
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Human Centered Process Improvement
Cool Stuff – hands on
Interpretation explained
• Realizada até 48 horas depois da entrevista
• Duração até 2 a 3 horas
• Papéis envolvidos:
• Entrevistador
• Desenhador dos modelos
• Responsável por tirar notas
• Moderador
• Outros participantes
• Pode dividir-se em equipas mais pequenas
• É obrigatório partilhar resultados
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Human Centered Process Improvement
Cool Stuff – hands on
Interpretation alphabet
Profile and
responsabilities
Groups
Flow
Places
Communication
and action
Artefacts
Breakdowns
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Human Centered Process Improvement
Cool Stuff – hands on
Interpretation explained
• Coordination
• Communication
• Interaction
• Function
• Responsibilities
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Time to put your hands in action!!!
Each team reviews the notes
Let’s produce the different artifacts:
Flow model
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Interpretation explained
Sequence model details
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Intent (The real goal)
Trigger
Breakdown
Sequence Flow
Step
•Detailed steps for
performing the work
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Time to put your hands in action!!!
Each team reviews the notes
Let’s produce the different artifacts:
Flow model
Sequence model
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Interpretation explained
Cultural model details
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•Rules, influences
•Large arrows represent large influences
Interpretation explained
Cultural model details
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•Types of influences:
• Standards
• Power
• Emotional
• Values
• Preferences
• …
• Based upon what:
• is seen
• is hurd
Influencer
(Job title) Influencer
Influencer
Pervasive
culture
Cultural influence
Equal relationship
Breakdown
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Time to put your hands in action!!!
Each team reviews the notes
Let’s produce the different artifacts:
Flow model
Sequence model
Cultural model
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Interpretation explained
Artifact model details
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Needed artifacts for doing the work
• Information: artifact content
• Structure: how info is organized
• Notes
• Presentation: colors, underline
• Breakdowns – problems when using the artifact
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Time to put your hands in action!!!
Each team reviews the notes
Let’s produce the different artifacts:
Flow model
Sequence model
Cultural model
Artifact model
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Interpretation explained
Physical model details
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How the physical environment affects the work
•Places:
•Structures:
• Wallss
• Secretaries
• Utilization/movement
• How people move
• How people move things
•Layout:
• How things are put
• Relationships
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Time to put your hands in action!!!
Each team reviews the notes
Let’s produce the different artifacts:
Flow model
Sequence model
Cultural model
Artifact model
Physical model
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Consolidation explained
•Consolidation of individual diagrams produced in
interpretation phase
• Pattern merge
• Relevants details should be maintained
•Develop the concept of persona
•Starting point for a solution
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Human Centered Process Improvement
Cool Stuff – hands on
Affinity Diagram
• Writing down major ideas into post-its
• Place it in the wall. Surround by similar
ideas
• Identify groups (different colours, marks)
• Define small, detailed groups
• Use decomposing strategy
• Build a mind map, based on the major
ideas and major groups
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Time to put your hands in action!!!
Each team reviews the notes and models
Place ONE breakdown, idea, suggestion in each
post-it
Place the post-it on the wall
Let’s do an affinity diagram over the post-it
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Vision explained
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End of problem understanding phase and start of solution definition
•Informal design
• Reflects people in its roles
• Describe the use of the process
• Defined from a user point of view
•Must be built taking in account different views (management,
marketing, engineering, support)
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Time to put your hands in action!!!
Gather all the information
Build a vision of a process and tools that can
address the identified needs
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Human Centered Process Improvement Agenda
1. Motivation
2. Contextual Design – the theory
3. Cool stuff – hands on
4. Wrap up
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Human Centered Process Improvement Agenda
1. Motivation
2. Contextual Design – the theory
3. Cool stuff – hands on
4. Wrap up
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Human Centered Process Improvement
Wrap up
Let’s hear from you
What are your thoughts on this
experience?
Where do you see it to be applicable?
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Human Centered Process Improvement
Wrap up
• Easy to implement if correctly focused
• Flexible methodology
• Increases:
• Needs’ identification (the 20%
requirements that provide 80% value)
• Client satisfaction
• Time to market
• Reduces costs
• Improves internal processes
Overall, it brings true competitive
advantage
Portugal
Human Centered Process
Improvement
Nuno Alexandre Seixas
Transformation Project Manager, CMMI-DEV Certified Instructor
PT Inovação
2013-10-17