Agile team professionals often find themselves working on projects with tight deadlines, tighter budgets, and unreasonably high expectations for success. Too often user research, usability, and design processes are compressed or even cut entirely for the sake of time, while development and business analysis time is increased. As UX professionals become more involved with agile development methods, we have discovered novel approaches to user-centered design that are adaptable to any budget or deadline.
This discussion will explore how user research, usability, IA and interaction design practices are adapted and thrive in agile projects.
Focusing on their experiences at Agile 2009 in Chicago this past fall, they will discuss:
* How to provide timely and valuable UX support to stressed web development teams
* How to let go and modify research/design/development dogmas
* How to advocate for users when time for user research and usability are unavailable
* How to balance rigor, quality, and speed
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RUX Agile Jan 10
1. Agile
User
Experience:
Two
Stories
&
a
Conversa9on
January
12,
2010
Richmond
User
Experience
(RUX)
richmondUX.com
AgileRichmond
agilerichmond.com
Presented
by:
Joe
Sokohl
and
Tom
Illmensee
Sunday, January 24, 2010
2. Agile
User
Experience:
Two
Tales
and
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Sunday, January 24, 2010
3. Agile
User
Experience:
Two
Tales
and
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Agile/Scrum
iteraJve
soLware
engineering
process
culture
of
close
collaboraJon
face-‐to-‐face
communicaJon
(less
documentaJon)
deliver
well-‐craLed,
working
code
in
short
cycles
challenging
environment
for
tradiJonal
UX
Sunday, January 24, 2010
4. Agile
User
Experience:
Two
Sales
and
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Ttories
&
Manifesto:
agilemanifesto.org
12
principles:
agilemanifesto.org/principles.html
Global
organizaJon:
agilealliance.org
Yahoo!
Agile
UX
group:
9nyurl.com/4vrwpd
Scrum:
www.controlchaos.com
Sunday, January 24, 2010
5. Agile
User
Experience:
Two
Stories
&
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
User
Experience
Designing
soluJons
for
real
users
doing
real
tasks
Basing
designs
on
observable
behavior,
not
opinion
Focusing
on
people
while
understanding
business
and
technology
User
Busin
Services
Sunday, January 24, 2010
6. Agile
User
Experience:
Two
Stories
&
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Sunday, January 24, 2010
7. Agile
User
Experience:
Two
Stories
&
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Sunday, January 24, 2010
8. Agile
User
Experience:
Two
Stories
&
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
User
Centered
Design
Business Process
& Agility Focus
Services-Oriented
Architectures/
Web Services
Enterprise Data
Integration
Sunday, January 24, 2010
9. Agile
User
Experience:
Two
Stories
&
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Communities of practice
Boxes and Arrows: boxesandarrows.com
UX Matters: uxmatters.com
Usability Professionals Association: upassoc.org
Information Architecture Institute: iainstitute.org
Interaction Design Association: ixda.org
Johnny Holland: johnnyholland.org
Konigi: konigi.com
People
Don Norman: www.jnd.org
Anders Ramsay: andersramsay.com
Jared Spool: www.uie.com
Luke Wroblewski: functioningform.com
Lou Rosenfeld: louisrosenfeld.com
Carolyn Snyder: snyderconsulting.net
Sunday, January 24, 2010
10. Agile
User
Experience:
Two
Stories
&
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Sunday, January 24, 2010
11. Agile
User
Experience:
Two
Stories
&
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Spool’s clo sing keynote 1,400 attended
Jared
Sunday, January 24, 2010
12. Agile
User
Experience:
Two
Stories
&
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Joe’s
story
Joe
Sokohl
joe@RegularJoeConsul9ng.com
@mojoGuzzi
Sunday, January 24, 2010
13. A Tale from the LiveAid Trench
Sunday, January 24, 2010
14. Agile ’09
➡ Challenge: Create a functioning
iPhone-enable Web app in 4
days
➡ Charity: www.ManoAMano.org
➡ Goal: Raise $1,000 at the closing
banquet
Sunday, January 24, 2010
15. Agile
User
Experience:
Two
Tales
and
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Guerilla Research
Sunday, January 24, 2010
16. Agile
User
Experience:
Two
Tales
and
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Crafting Better Research
Questions
Sunday, January 24, 2010
17. Agile
User
Experience:
Two
Tales
and
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Interviewing Research
Participants
Sunday, January 24, 2010
18. Agile
User
Experience:
Two
Tales
and
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Personas
Sunday, January 24, 2010
19. Agile
User
Experience:
Two
Tales
and
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Tell us about Alice...
Sunday, January 24, 2010
20. Agile
User
Experience:
Two
Tales
and
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Task Analysis
Sunday, January 24, 2010
21. Agile
User
Experience:
Two
Tales
and
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Sketching and Rapid Design
Sunday, January 24, 2010
22. Agile
User
Experience:
Two
Tales
and
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Teaching the Design Studio
Method
Sunday, January 24, 2010
23. Agile
User
Experience:
Two
Tales
and
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Presenting Sketches
Sunday, January 24, 2010
24. Agile
User
Experience:
Two
Tales
and
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Day 2: Design Review
Sunday, January 24, 2010
25. Agile
User
Experience:
Two
Tales
and
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Critiquing the Design
Sunday, January 24, 2010
26. Agile
User
Experience:
Two
Tales
and
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Paired Programming
Sunday, January 24, 2010
27. Agile
User
Experience:
Two
Tales
and
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Day 3: From Prototype to
Production
Sunday, January 24, 2010
28. Agile
User
Experience:
Two
Tales
and
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Craftsmen at Work
Sunday, January 24, 2010
29. Agile
User
Experience:
Two
Tales
and
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Day 4: Finish and Launch
Sunday, January 24, 2010
30. Agile
User
Experience:
Two
Stories
&
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Sunday, January 24, 2010
31. Agile
User
Experience:
Two
Stories
&
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Sunday, January 24, 2010
32. Agile
User
Experience:
Two
Stories
&
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Sunday, January 24, 2010
33. Agile
User
Experience:
Two
Tales
and
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
We didn’t meet our goal...
We exceeded it.
Sunday, January 24, 2010
34. Agile
User
Experience:
Two
Tales
and
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
...we raised $5,400
during Jared’s talk
($2,700 from app with $2,700 matching funds)
www.manoamano.org
Sunday, January 24, 2010
35. Agile
User
Experience:
Two
Stories
&
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Tom’s
story
Tom
Illmensee
illmensee@gmail.com
Sunday, January 24, 2010
36. Agile
User
Experience:
Two
Stories
&
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
U.S.
economy
–
2007/2008
S.S.
Short
Circuit
hNp://www.flickr.com/photos/amphalon/489866219/
Sunday, January 24, 2010
37. Agile
User
Experience:
Two
Stories
&
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Wireframes
>>
days/weeks
Plan
usability
study
>>
1
week
Recruit
users
>>
1.5
weeks
Conduct
sessions
>>
2
days
Analyze
data
>>
1
week
RecommendaJons
>>
3
days
Write
report
>>
1
week
Sunday, January 24, 2010
38. Agile
User
Experience:
Two
Stories
&
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Sunday, January 24, 2010
39. Agile
User
Experience:
Two
Stories
&
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
hNp://www.flickr.com/photos/gabriele/68282411/
hNp://www.flickr.com/photos/opera-‐nut/2752861268/
Sunday, January 24, 2010
40. Agile
User
Experience:
Two
Stories
&
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Sunday, January 24, 2010
41. Agile
User
Experience:
Two
Stories
&
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Sunday, January 24, 2010
42. Agile
User
Experience:
Two
Stories
&
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Sunday, January 24, 2010
43. Agile
User
Experience:
Two
Stories
&
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Sunday, January 24, 2010
44. Agile
User
Experience:
Two
Stories
&
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Sunday, January 24, 2010
45. Agile
User
Experience:
Two
Stories
&
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Sunday, January 24, 2010
46. Agile
User
Experience:
Two
Stories
&
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Sunday, January 24, 2010
47. Agile
User
Experience:
Two
Stories
&
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
“[Customer]
research
collateral,
including
original
paper
prototypes,
were
all
prominently
displayed
[in
Agile
work
rooms],
giving
the
en9re
team
a
sense
that
the
[shopper]
was
always
in
the
room.
I
heard
repeated
feedback
that
team
members
from
the
QA
and
technical
teams
were
especially
interested
by
this
new
way
of
seeing
things—it
really
opened
their
eyes
to
designing
soluJons
for
people.”
-‐
Senior
Business
Strategy
Manager
Sunday, January 24, 2010
48. Agile
User
Experience:
Two
Stories
&
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
Sunday, January 24, 2010
49. Agile
User
Experience:
Two
Stories
&
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
hNp://www.flickr.com/photos/lorda/129806123/
Sunday, January 24, 2010
50. Agile
User
Experience:
Two
Stories
&
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
“One
of
the
responsibili9es
of
soaware
development
is
to
assure
that
the
right
product
is
being
created,
and
then
to
create
it
in
the
right
way.
The
only
way
to
accomplish
this
is
to
apply
the
best
prac9ces
of
programming,
design,
and
all
of
the
other
associated
disciplines
and
craas.
*TRUE*
agile
means
integra9ng
these
craas
into
a
joyful,
unified,
produc9ve
whole.”
-‐
Alan
Cooper
“Usability's
role
in
a
design
project
is
to
be
the
source
of
truth
about
what
really
works
in
the
world,
as
opposed
to
the
team's
hopes
for
what
might
work.”
-‐
Jakob
Nielsen
Sunday, January 24, 2010
51. Agile
User
Experience:
Two
Stories
&
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
hNp://www.flickr.com/photos/15302763@N04/3386432469
Sunday, January 24, 2010
52. Agile
User
Experience:
Two
Stories
&
a
Conversa9on
RUX
+
AgileRichmond
–
January
10,
2010
What’s
your
story?
Sunday, January 24, 2010
Hinweis der Redaktion
CC in crisis. The company’s stock price was plummeting. Market share was eroding.
leadership looked desperately for new modes of strategic flexibility and fast execution.
The e-commerce division saw Agile as a means to accomplish more, faster – and as an antidote to waterfall’s long and cumbersome cycles.
Agile > navigate better through the stormy seas ahead by quickly improving and expanding the web site’s capabilities.
CC in crisis. The company’s stock price was plummeting. Market share was eroding.
leadership looked desperately for new modes of strategic flexibility and fast execution.
The e-commerce division saw Agile as a means to accomplish more, faster – and as an antidote to waterfall’s long and cumbersome cycles.
Agile > navigate better through the stormy seas ahead by quickly improving and expanding the web site’s capabilities.
What were all of these UX bottlenecks?
Wireframes and diagrams could take days or weeks to develop and were often entwined with detailed, written requirements and use cases.
The bigger jam was around research. It could take weeks just to plan a usability study.
It could take a month to conduct usability sessions, analyze all the data and write recommendations (listed in epic reports).
We knew this was a problem. And no matter how much we protested, the Agile train was not going to slow down for us.
The bottleneck factor was evident in how the Agile rooms were arranged.
UX tasks were so long and time consuming they were not even associated with user stories. We had our own parking lot far away from the task board. Needless to say, this symbolized an “us” and “them” dynamic that was not going to lead anywhere constructive.
With Agile’s emphasis on development and engineering tasks – research seemed irrelevant at worst and additional at best for mission success. It was too cumbersome – and results came too late.
Some on our team got upset. Suddenly we were back to justifying usability – and feeling like engineering was racing ahead without considering the needs of users. It was a UX nightmare.
Agile was not going to slow down. We had to get faster.
It was at this point Alyson and I realized Agile was kicking the beat and playing the chords, and maybe it was our job to find ways to harmonize with it.
Agile can be defined as “the ability to move with quick and easy grace.” Kind of like this Finnish speed metal band. They are STRATOVARIUS!
UX was trying to jam with Agile - the speed metal band – with something like these alpine horns. Slow and deep does not rock.
Our problem: Planning and recruiting for usability tests could take a week or more. Running protocols with up to 8 users could take us up to 12 hours.
Data analysis could take another week. The report takes a week to write – and a week to read. About 4 weeks – tough when sprints are only 3.
No wonder we couldn’t keep up.
Inspiration and advice.
Desiree CEE, Jakob Nielsen, Carol Barnum, Jared Spool, Jeff Patton, Frank Maurer – all have explored in great detail the nuances of end-user research in Agile environments. In the handout packets you’ll find a list of articles Alyson and I found helpful.
We absorbed their recommendations and crafted an approach tailored to our environment.
The idea was to compress all the steps to fit within a week. Here’s the basic pattern in 5 beats.
Planning starts on Tuesday. Here we’re deciding what our questions are and how we’ll try to find answers.
We finish the test plan and prep on Wednesday and Thursday. This might include some wireframes, design comps, or setting up a semi-functional prototype. We wrote task scenarios designed to help users experience the interface realistically. We handled test logistics, too: recruiting participants and getting our lab prepped.
We ran usability tests on Friday – starting first thing in the morning. By late afternoon we had started analyzing data and dashed off a quick results summary for the team before leaving for the weekend.
Monday we finished the analysis and got ready for a review session with the team.
Tuesday we reviewed research-based recommendations and started planning for the next round of tests.
Each beat was a minefield of potential bottlenecks. Here’s how we dealt with them.
Here’s a rough mockup for a feature designed to collect email and cell phone numbers from customers who want to receive an alert when a TV goes on sale.
We wanted to know if shoppers understood the service and find any potential design flaws. Essentially we wanted to observe users interacting with the stuff before we coded it. We catch the big problems at this early stage so we don’t have to do a lot of rework later.
We would often test with conceptual sketches like these and wireframes. We usually had an hour with each shopper, so sessions might include a variety of stuff: paper prototypes, mock-ups, semi-functional prototypes, even stuff in production.
We usually conducted short interviews with customers about their shopping habits and preferences to break the ice – so over time we collected a lot of useful data we could have used for personas.
We would write a script with scenarios to help shoppers understand the task and context of use.
Let’s talk about another bottleneck: recruiting.
So we have our test plan, a script, prototypes, and 5 users scheduled and ready to go.
Here lurks another potential bottleneck: access to a lab.
Professional labs are great, but they can be expensive, too elaborate and inconvenient for busy teams. So we took Jared Spool’s advice and found an alternative: a conference room at HQ.
This had lots of advantages:
Easy for us to set-up the room and control the environment
Easy for team members to observe sessions – they just had to walk down the hall.
No additional cost
Here’s how we set up a typical conference room for tests with semi-functional prototypes.
On Friday – test day – our first participant – Joe shopper – would arrive around 9.
Joe sits at the head of the table in front of the computer. That’s me sitting next to Joe.
I’m listening, making notes and asking questions. My team members are in the room, too. They sit at the front of the table and can see what’s happening on the screen. This arrangement lets everyone see things through Joe’s eyes – they can even talk to Joe at the end of the session.
This arrangement was something new in our organization. We were used to labs with mirrors and observation rooms. Having everyone in one room was a leap – but it worked phenomenally well. Users did not seem distracted by the observers, and observers seemed to be more attentive.
Observers knew not to make changes until all the sessions were complete and only after recommendations were discussed as a team.
We had other configurations depending on what was in the test plan. Here’s a lab at a local store.
Stores provided convenient access to our users. We usually exchanged a $25 gift card for 25 minutes of feedback.
If Alyson were here, she would tell you about her many spur of the moment research expeditions – with QA and business analysts running protocols and collecting the data. The stores were usually noisy – and shoppers with 30 minutes to burn were sometimes hard to find. But this worked in a pinch.
Fact is, your lab is wherever you are collecting data. It doesn’t need to be fancy.
On a related note. If you’ve observed formal usability tests then you’ve probably seen some of the gear involved. Cameras, mirrors, microphones, Morae software for video playback and session analysis, electrodes (kidding), eye trackers. All great and powerful tools – and in our case, bottlenecks, too.
Why record hours of sessions if you and your team have absolutely no time to review later?
The best data collection tools for the job – in our situation:
a laptop or paper prototype
A digital camera (for paper sessions)
Active listening skills
Notebook and pen
By the third week we were simply logging observations by hand -- noting significant events (clicked button on page X) a comment (didn’t see grand total change, seemed confused) and severity (high).
The Agile rooms were plastered with these research guides and prototypes. After a few weeks we were literally immersed in research. This helped reinforce the teams’ awareness of usability and the plight of our shoppers.
This quote from a senior business strategy manager shows how research affected the quality of the work and team culture.
We did get into a pretty good rhythm, and by the 3rd or 4th week Agile rooms started to look a little different.
UX tasks – now leaner and more efficient – we’re easier to include with engineering tasks on the board. Stand-ups covered all the efforts of the team, including research. Not only that.
Alyson and I relaxed the boundaries of our discipline – we let others help with the research and design and we took advantage of opportunities to help out with QA and development tasks. There was transparency. By the 7th week there was a distinct blurring of lines between roles.
UX got involved with QA, QA got involved in UX. Developers made wireframes. BAs were observing shoppers and collecting usability data.
Teams felt involved and proud of the UX efforts because they were making a difference – we were making informed decisions based on data – while keeping shoppers central in the process. Demos featured highlights from weekly research sessions. Insights from research were a team product!
All this speed did come at a price. Turns out bottlenecks do have some value – they provide opportunities to pause, to catch your breath, to reflect.
Maybe it was the frantic, desperate environment of a troubled company.
Maybe it was our own reckless ambition – but we got tired.
Fatigue was becoming an issue. But we were not the only ones dragging!
Velocity, the number of stories attempted in iterations – and long hours taxed the teams to their limits and affected morale. Has anyone experienced fatigue in Agile? Here’s an opportunity for further research: fatigue and burn out in Scrum.
On top of this the sense of desperation within the company just intensified. Weird emails from leadership about cost cutting* and the tumbling stock price added more stress to an already intense environment.
Our story is nearly at the end – so I’d like to reflect on why research matters in Agile. Why did we work so hard to make it happen? Was it worth the effort?
When it’s done carefully, efficiently, and creatively usability brings truth to the table. And truth, when it’s accessible and timely, leads to better design decisions.
Better design decisions produce functionality that is easier and more satisfying to use. Which was really the essence of Agile in our environment. To build quality stuff quickly, fluidly and collaboratively.
Alan Cooper wrote recently about the need in Agile to build the right product – and to create it in the right way – drawing on the skills of all disciplines.
This notion , combined with Jakob Nielsen’s idea that the role of usability is to be the source of truth – help to summarize our experiences with Agile UX.
The secret is simple. Agile has its own rhythms – its own cadences – its own song. It’s a Swedish metal band.
User experience can be successful in Agile if we listen to its beat – find the groove – and improvise melodies over that groove with the right instruments.
And understand Agile tends not to play the slow ballads. It’s gonna be fast and funky.
Imagine Thelonious Monk playing Flight of the Bumblebee.