1.
Continuous design:
one eye on the horizon and
the other on the next wave
Maria Skaaden
Bekk DesignOps Summit Thursday 8 November 2018
Film: Tore B Amblie / NSB

2.
Continuous design:
one eye on the horizon and
the other on the next wave
Maria Skaaden
Bekk DesignOps Summit Thursday 8 November 2018
Film: Tore B Amblie / NSB

3.
UK: 1997
Railway privatization
Sweden: 2009
Norway: 2016

4.
The challenges we faced:
Privatization =
organizational changes

5.
The challenges we faced:
New strategy and
business models
Privatization =
organizational changes

6.
The challenges we faced:
New technology platform
and design
New strategy and
business models
Privatization =
organizational changes

7.
The challenges we faced:
New technology platform
and design
New strategy and
business models
Privatization =
organizational changes
No internal designers,
design process or resources

8.
Agile + design?

9.
Agile + design?

10.
Agile + design?

11.
So, where do you start?
How do you create the conditions for
delivering a great customer experience on a
rapidly changing platform?
How do we accommodate aspects of design in
this environment?

12.
Five stories from my journey working at NSB
#1 Not the typical design challenge…
#2 War room meetings and waves
#3 Getting in touch with our users
#4 How can we mend broken promises
#5 A new perspective on design

13.
#1 Not the typical design challenge…

14.
#1 Not the typical design challenge…

15.
Our roadmap

16.
This is the third time the app is updated in
as many days: Developers/IT people at
NSB needs to get a grip!!
Might just as well stop working on it and go
back to the “stone age” at NSB.
Terrible 10 Jan

17.
Photo: unsplash.com

18.
#2 War room meetings and waves

19.
#2 War room meetings and waves

20.
The whole team designs

21.
Design critiques

22.
Team discussion

23.
#3 Getting in touch with our users

24.
#3 Getting in touch with our users
After: Paul Pangaro / Gordon Pask /
Dubberly Design Office 2008

25.
It’s saying:
Here’s what I’m thinking about.
How does this work in your world?
What would you do?
– Teresa Torres

26.
Feedback-
button
Feedback-loop web

27.
Feedback-
button
Feedback-loop web

28.
Feedback
link
Feedback-loop app

29.
2.300 emails in one year…

30.
Product management tool

31.
Product management tool

32.
Product management tool
265 emails
with the same
feature request

33.
Do you want to
book a return?
Sketch

34.
#4 Mending broken promises

35.
#4 Mending broken promises

36.
Which promises can we keep?

37.
Bus for train

38.
Push notifications when there are changes

39.
#5 A new perspective on design

40.
Where we are now

41.
HYPOTHESIS

42.
HYPOTHESIS
EXPLORE

43.
HYPOTHESIS
EXPLORE DEVELOP

44.
HYPOTHESIS
EXPLORE DEVELOP
FEEDBACK
in production = the real world

45.
HYPOTHESIS
EXPLORE DEVELOP
FEEDBACK
in production = the real world
LEARNING

46.
One eye on the horizon and the other on the next wave

47.
Thank you!
Maria Skaaden DesignOps Summit Thursday 8 November 2018