Servicedesign-goes-agile-service-experience-camp-14
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Service Design goes Agile Why Service Design is a perfect match with agile software development Jens Otto Lange Berlin 13/14.9.2014
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Why service design is a perfect match with agile software development
Transcript of Servicedesign-goes-agile-service-experience-camp-14
Service Design goes Agile!Why Service Design is a perfect match with agile software development!!!!!Jens Otto Lange !Berlin 13/14.9.2014
© JensOttoLange.de© JensOttoLange.de 2
Design !
Thinker
Digital SolutionsJens Otto Lange
© JensOttoLange.de 3
Why !service design !is a perfect match with agile software development.
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Overview
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Software & service!
Service innovation!
Agile software development!
Organisational design maturity!
Five statements about service design
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Birth of software industry
picture: http://de.wikipedia.org/wiki/Gro%C3%9Frechner#mediaviewer/File:IBM_704_mainframe.gif
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Software for consumers
http://en.wikipedia.org/wiki/File:Cpc464.computer.750pix.jpg
© JensOttoLange.de© JensOttoLange.de 14
Service
© JensOttoLange.de
ServiceService
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Provider
Customer
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ServiceService
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Provider
Customer
© JensOttoLange.de 18Photo: flickr/clasesdeperiodismo - Ester Vargas
A self service
© JensOttoLange.de 2020
http://en.wikipedia.org/wiki/Cone_of_Uncertainty
4 x
2 x
1/2 x
1/4 x
Software
Varia
nce
of e
stim
atio
n
final!requirements!
Concept draft
shared vision
Release
Project length
High risk zone
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Agile software development to reduce risk!!
empiric process control!
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Whirls instead of waterfalls
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the big jump
step by step
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Customer focus
23http://pixabay.com/de/g%C3%A4nse-zugv%C3%B6gel-schwarm-formation-245636/
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Customer focus
24http://pixabay.com/de/g%C3%A4nse-zugv%C3%B6gel-schwarm-formation-245636/
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Vision needed
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ProductBacklog
Requirements Product Owner
SprintBacklog
Daily Scrum Meeting
Sprint2-4 Weeks
Prozess Scrum Master
Vision
Development Dev Team
User Stories
Quelle: http://www.mountaingoatsoftware.com/agile/scrum/images/
„Product Inkrement“
© JensOttoLange.de 26Image: http://www.flickr.com/photos/docsearls/5500714140/sizes/l/
Organisational design maturity
© JensOttoLange.de 27Image: http://www.flickr.com/photos/docsearls/5500714140/sizes/l/
Marketing Sales Product
Software Development
Customer Service
© JensOttoLange.de 28Image: http://www.flickr.com/photos/docsearls/5500714140/sizes/l/
Software Development
Marketing Sales Product Customer Service
Scrum 3 dev teams
© JensOttoLange.de 31Image: http://www.flickr.com/photos/docsearls/5500714140/sizes/l/
Software Development
Marketing Sales Product Customer Service
Visual!Design
One designer!Deliverables!
E.g. graphics
Scrum 3 dev teams
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Birth of UX
http://en.wikipedia.org/wiki/File:Jesse-James-Garrett_Web2.0-Kongress_2007.jpgJesse James Garrett
Grafik: Jesse James Garrett, The Elements of User Experience, second edition 2011
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+ wireframes
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+ research
Photo: 1. Creativity Jam Hamburg, Jens Otto Lange
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+ personas
http://designingwithpeople.rca.ac.uk/methods/persona
© JensOttoLange.de 36Image: http://www.flickr.com/photos/docsearls/5500714140/sizes/l/
Software Development
Marketing Sales Product Customer Service
UX design
UX team!Deliverables!
E.g. wireframes
Scrum 3 dev teams
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Source Foto Jens Otto Lange, 3. Creativity Jam Hamburg!
Video of prototype: https://www.youtube.com/watch?v=ms51rAKmI_E&list=PLJUPJYghMbrTCDwAykaxvx8o7ZYSM4TdC Pop App auf https://itunes.apple.com/de/app/pop-prototyping-on-paper/id555647796?mt=8
Low fi prototypes
© JensOttoLange.de 42Image: http://www.flickr.com/photos/docsearls/5500714140/sizes/l/
Software Development
Marketing Sales Product Customer Service
Lean & Agile UX
UX in dev team!Co-creation!
E.g. paper prototypes
Scrum 3 dev teams
© JensOttoLange.de 44Image: http://www.flickr.com/photos/docsearls/5500714140/sizes/l/
Software Development
Marketing Sales Product Customer Service
Service Design
Cross-functional!Co-creation!
E.g. service blueprint
Scrum 3 dev teams
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#1 !Service design thinking is driven by the (mobile) Internet
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#2 !Service design thinking overcomes silo thinking
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#3 !UX design teams are natural evangelists for service design thinking
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#4 !Service design in agile environments is lean design
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#5 !Service design thinking helps to craft and sustain a strong vision for agile software development
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That’s why !service design !is a perfect match with agile software development.
© JensOttoLange.de© JensOttoLange.de
Design to innovate
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Open Space!Broad discovery !External participants !Hot topics!20 to 100+ participants!1 to 2 days
Sprint!Solution iteration !Conceptual design!Tested prototypes !5 to 10 participants!3 to 5 days
Training!Design Thinking!Storythinking!Innovation Excellence!5 to 20 participants!1 to 3 days
Workshop!Solution scoping !Project kick-off!Rough prototypes!8 to 20 participants!1 to 2 days
User Safari!Deep discovery!Problem finding!Customer insights!5 to 20 participants!1 to 2 days
What we offer
Innovation Facilitor & Design Coach!Workshops - Sprints - Training!!
Linkedin me!Xing me!@jensottolange!www.jensottolange.de
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Thx
