Collaborative Product Discovery at Fjord: A Case Study
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You'll learn: How to adapt user research and strategy methods for Agile timelines How to turn research insights into a cohesive product strategy Useful activities for “just enough research”
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Collaborative Product Discovery at Fjord: A Case Study
- 1. COLLABORATIVE PRODUCT DISCOVERY AT FJORD ESSI SALONEN | JUNE 16 2017 Case study: Child Welfare Services
- 2. Hi ! I’m Essi Salonen
- 3. WORK I N G AT FJORD
- 4. TODAY RESEARCH SHORT TIMELINE SCRUM COLLABORATION PROTOTYPE
- 6. THE BRI EF VIEW FACILITIES COMMUNICATE MANAGE PROFILE WORKING PROTOTYPE
- 7. RE-DISCOVER DESIGN RE-DESCRIBE DESCRIBE SPRINT CYCLES P ROCESS DISCOVER SPRINT 0 ITERATIVE DELIVERY HYPOTHESIZE FORM INSIGHTS OBSERVE PEOPLE DEFINE THE CHALLENGE DELIVER
- 8. TI M ELI N E & P LA N DESKTOP/TABLET WIREFRAMES MOBILE WIREFRAMES QA TESTING DEV ENVIRONMENT SET-UP ITERATIVE DEVELOPMENT TEST PLANNING DEFECT RESOLUTION PROCESS DOCUMENTATION FRI MON TUE WED THU FRI MON TUE WED THU FRI MON TUE WED THU DEFINE VISUAL STYLE SCREEN DESIGN/ITERATION VALIDATION FINAL USER STORIES WEEK 2WEEK 1 WEEK 3 INTERVIEWS
- 9. TEA M TAS KS
- 10. TEA M ROLES Back End Developer Front End Developer Scrum Master DevOps Engineer Delivery Lead Technical Architect Interaction Designer Visual DesignerProduct Manager
- 11. TEA M N ORM S : DAY-TO- DAY CO M M U N I CATI O N For day-to-day communication and status updates, we relied on HipChat and JIRA to track progress.
- 12. DISCOVER
- 13. DISCOVER DESIGN DESCRIBE SPRINT CYCLES DI S COV ER SPRINT 0 ITERATIVE DELIVERY HYPOTHESIZE FORM INSIGHTS OBSERVE PEOPLE DEFINE THE CHALLENGE
- 14. DI S COV ER ACTIVITIES Stakeholder interviews Secondary research Comparative audit User interviews
- 15. DISCOVER DESIGN DESCRIBE SPRINT CYCLESSPRINT 0 ITERATIVE DELIVERY HYPOTHESIZE FORM INSIGHTS OBSERVE PEOPLE DEFINE THE CHALLENGE KEY ACTIVITIES Interviews with Experts Parent Survey Research Synthesis DI S COV ER
- 16. I N TERVI EW HOW TO’S 1. Set a goal for your interviews: what is it you need to uncover. 2. Understand what kind of people are relevant. 3. 20% questions, 80% listening. 4. Keep asking why. IT IS BETTER TO INTERVIEW EVEN JUST ONE PERSON VERSUS NONE.
- 17. JANAY Clinical Social Worker Former foster child LISA Independent Social Services Consultant
- 18. I N TERVI EW TA K E -AWAYS “When you design this, make it like for a fourth-grader. You don’t want it to be complicated at all.” “They [the parents] are in total crisis. We need it to be soothing, and easy.” LISA Independent Social Services Consultant
- 19. JANAY Clinical Social Worker Former foster child “They [the parents] aren’t in a positive place. It should be calming, not too energetic.” “I would use an easy font with big text. You’ll be often dealing with people who have altered state of mind.” I N TERVI EW TA K E -AWAYS
- 20. 1. Maintain child’s home routines. 2. Inform parents about the foster care process. 3. Families prefer face to face communication. S URVEY TAKE-AWAYS
- 21. DI S COV ER SYNTHESIS & STRATEGY BUILDING PATTERNS GAPS OPPORTUNITIES
- 22. DI S COV ER SYNTHESIS & STRATEGY BUILDING C O N T E N T & F E AT U R E S I N T E R AC T I O N S LO O K & F E E L • Soothing • Calm • Clear • Enter Housing Criteria for Child • FFAs By Location • Recommend Agencies • Chat with Caseworker • Educational Onboarding • Extremely Simple • Large text • Large click/tap zones • Straightforward interface • Well-known patterns Based on our research, we defined goals for what the portal should do, how it will work, and how it will feel.
- 23. DESCRIBE
- 24. DISCOVER DESIGN DESCRIBE SPRINT CYCLESSPRINT 0 ITERATIVE DELIVERY HYPOTHESIZE FORM INSIGHTS OBSERVE PEOPLE DEFINE THE CHALLENGE DES CRI B E
- 25. Personas Journey mapping Ideation & co-creation Sketching Prototyping DES CRI B E ACTIVITIES
- 28. DISCOVER DESIGN DESCRIBE SPRINT CYCLESSPRINT 0 ITERATIVE DELIVERY HYPOTHESIZE FORM INSIGHTS OBSERVE PEOPLE DEFINE THE CHALLENGE DES CRI B E K E Y A C T I V I T I E S Sketch Creation Click-through prototypes Concept Validation
- 29. Jaden’s online profile Caseworker Lisa sends email to Janay Janay signs in to the portal S CEN A RI O JANAY, SINGLE PARENT
- 30. S K ETCHES & WI RES
- 31. Welcome Screen FFAs by location Agency Detail Parents Portal Home CO N CEP T WI REFRA M ES V1
- 32. “Ask them ‘what is the family makeup that your child is used to’ … what type of home? … Do they shower before bed or in the morning? Did they share a bed with someone? Solution: updated selection items to family organization, bed and bath times. CO N CEP T VA LI DATI O N JANAY Clinical Social Worker Former CPS Social Worker Former foster child
- 33. “Many parents don’t have cars… [Parents] want an FFA that’s close to them because they’ll be walking or taking the bus there.” “A lot of times, parents become homeless as a result of the intervention, and they go and stay with a friend or family member.” Solution: Default FFA list to within 5 miles. Give option for parents to update their location, as it may change. CO N CEP T VA LI DATI O N JANAY Clinical Social Worker Former CPS Social Worker Former foster child
- 34. DISCOVER DESIGN DESCRIBE DESCRIBE SPRINT CYCLES P ROCESS DISCOVER SPRINT 0 ITERATIVE DELIVERY HYPOTHESIZE FORM INSIGHTS OBSERVE PEOPLE DEFINE THE CHALLENGE DELIVER
- 35. TA K EAWAYS Research informs new product ideas Better to interview just one person versus none Value in validation Design is co-creation
- 36. LOOK I N G BACK
- 37. THANK YOU.
- 38. APPENDIX
- 39. VI S UA L DES I G N Welcome Screen FFAs by location Agency Detail Parents Portal Home