agile india 2014 presentation
TRANSCRIPT
Experiences with Lean UX in Capital MarketsAgile India 2014
Michael Heydt, Principal, SunGard Advanced TechnologiesRavi Kanth, Senior Manager, SunGard Advanced Technologies
www.sungard.com 2
Goal for the Session» Explain to you the adventure we have had in implementing Lean UX
with our Finance, particularly Capital Market and Wealth Management Customers
» Give insights into how “theory” has been learned and implemented
» And key realizations that we’ve come to over many projects
www.sungard.com 3
Agenda» About SunGard Consulting Services
» Personal history with Agile and Lean UX
» Lean UX in a Nutshell
» How We’ve Adapted Lean UX
» UX as applied in Capital Markets and Wealth Management
» Lessons Learned from 2011-2013
» Moving Forward: 2014 and Beyond
» Q&A (answers not guaranteed)
www.sungard.com 4
About SCS» Consulting division of the worlds largest private software company
» Broad industry / product reach: Finance, Energy, Insurance, Higher Education, Benefits Administration
» Advanced Technology Service Line
– NYC, Houston, London, Bangalore, Pune
– Current focus on UX, BigData, DevOps, Petabyte Data, and many more
www.sungard.com 5
Background– Mike
– Ravi
www.sungard.com 6
Additional Experience, Specific to Today» 2009-2010 composited application frameworks for agility
» 2011-2012 applied concepts to wealth management domain
» 2013 application to capital markets
www.sungard.com 7
www.sungard.com 8
Quote From Golfelf / Sieden: Benefit of Lean UX
“Most importantly, all the teams at GE are now empowered to get to a clickable version of their experience in days instead of months. They are able to bring these ideas to internal stakeholders and external customers well before committing further resources. In addition, the teams are far better equipped to judge how successful a new product release will be.”
www.sungard.com 9
Steps of Lean From Golfelf / Sieden
www.sungard.com 10
360 view of the customer from Golfelf / Sieden
» Analyze the user and his work patterns
» There are many different inputs for understanding the users workflow
www.sungard.com 11
Lean UX Sprints From Golfelf / Sieden
www.sungard.com 12
Well, this takes practice» How to apply takes learning
» Apply UX to your UX Process (evolve how you create software)
» Lean UX is not just UI
– I think this is a misnomer for many people
– It is creating common understanding between users and those who enable the user
– Defining how goals of the business get executed by users, and implemented by software
www.sungard.com 13
2013 Capital Markets Project(s)» Capital Markets
– The customer: traders who want software tomorrow, with incremental improvements regularly delivered
– Can’t wait for software to be built as every minute loses money
– But, we want to know a long-term strategy
www.sungard.com 14
Challenges for UX with the CM Market» Known worker processes, but legacy systems don’t implement
– Often 5-10 different systems to accomplish one simple business process
– Requires continuous monitoring of multiple apps
» And it’s distributed UX
– Users run across roles, offices
– Need real-time collaboration, escalation, approvals
» Many organizations have their own UX groups
www.sungard.com 15
UX Required Additional Perspective for CM» Tight specification of business goals
» Need for roadmaps and timelines
» Limited, but voluntary access to users
– As long as we showed taking user into account
– And providing business value
» UX Had not been done before for CM customers
– Lots or work to “prove” the concept
» Define the patterns, show the benefit, rapid prototype
www.sungard.com 16
What was our resultant means of success?» UX is more than UI
» Business Goals and The Minimum Viable Product are Key
» MVP/MVFs define features that need to be created by users
» Build only MVFs that are needed to solve the business problems
» UX Patterns are how MVFs get mapped to technology
» Multigenerational plans map MVFs to sprints/themes
» Vision must be created to create common understanding of the plan
» MVFs provide traceability of code implementation to business goals
www.sungard.com
The MVP/MVFs» Each design / prototype is a proposed business solution
» Used each to validate user feedback
» It’s the smallest item that can be built to test assumptions
» An MVP does not have to be code. It is an approximation of the end experience
» Used to learn and evolve the experience of the user
www.sungard.com 18
The Lean MVP
www.sungard.com 19
The UX Pattern» What is a UX Pattern?
– A mapping of data to how the user wants to interact with the data in a particular context (user roles and application delivery channel)
» What is involved in a UX Pattern?
– The data
– The user and their context
– The task to complete
– The delivery channel (desktop, web, mobile)
www.sungard.com 20
What’s Our Process
Understand the Business
Define Business Problems
Define Business Goals
Define MVP’s to Meet Goals
Create the Software
Itera
tive
UX
Ses
sion
s an
d A
sses
smen
ts
www.sungard.com 21
The process creates… Vision» Business Problem Statement
» Business Goals Statement
» List of MVF’s
» Prioritization of MVFs into a Multigenerational Plan (MGP)
» Vision is how MVFs transition the business to from the problem to the goals, and at in what timeframes via the MGP
www.sungard.com 22
The Team» Three roles / people
– UX Information Architect
– Subject Matter Expert
– Developer
» All interact together with the user
» Desired to have some overlap of expertise across all three roles
www.sungard.com 23
The Unified Team
Information Architect
Domain ExpertDevelopers
www.sungard.com 24
Domain Specialist
Process Maps and Flows• Knowledge of how the business works
Business Problem and Goals Definition• Figures out the users and business pains• And articulates how to fix them
MVP/MVF Definition• What is exactly what we need to build
Multigenerational Plan• What order do we implement MVPs
www.sungard.com 25
UX DesignerUX Sessions• User Interviews• Persona Definition• Works with graphic designer
Paper Prototypes• Interactive sessions to determine user needs
Wireframes and storyboards• Rapidly visualize, validate and revise the experience
Simulations• Functional representation of final product• Platform specific
www.sungard.com 26
Developer
Coding• Knows how to code for the platforms and technology• From wireframes to production code
Visual Design• Can make things pretty• Knowledge of the target platforms
Adaptability through Reuse• Builds flexibility of application to adapt to changes in UX
requirements
Environment• Knows how to fit to the customer’s legacy technology• There are no greenfields in capital markets
www.sungard.com 27
www.sungard.com 28
Elements of the “Vision”» Problem Statements
» Business Goals Definition
» The set of MVF’s = the MVP
» Multi-generational plan
www.sungard.com 29
Example Final Problem Statement
• Really expensive to maintain existing systemExisting Tech Cant Be Supported
• Creates chances for expensive mistakes• Makes training expensive• Every person makes their own process, all inefficient
Systems don’t support workers processes
• They can’t see what’s going on in different systems• Expensive context shifts when switching systemsUsers can’t multi-task
• Supervisors can’t monitor work of their employees• Supervisors can’t approve or escalate events
No explicit support for hierarchical workflow
• Too much functionality expose to users – they can make expensive mistakes
Current Systems Don’t Support User Roles
www.sungard.com 30
Example Business Goals Definition
• Eliminate need to redundantly enter data• Reduce context switching• Reduced cost of training
User Effectiveness
• Provide consistent and complete functionality• Provide evolutionary software• Sunset old technology
Functional Capabilities
• Expose data to the enterprise• Mobile Access• Offline Access
Multiple Channel Enablement
• Lower operational costs of hardware• Get rid of old technology• Higher service levelsOperations
www.sungard.com 31
Example MVFs: CM Trade Amendment Approval» Desk monitor sees and acknowledges trade amendments posted by
traders within a specified period
» Amendment needing approval are prioritized in views by duration to expiry
» Desk monitor supervisors are given views of desk monitors with amendments needing approval within a specified period of expiry
» Amendments exposed in all 5 internal systems will be surfaced to desk monitors in a single view
www.sungard.com 32
Long-term roadmap of MVF’s
MVF #1 MVF #2 MVF #3
MVF #2 MVF #3 MVF #4
MVF #N MVF #N MVF #N
MVF #N MVF #N MVF #N
Highest Priority
Lowest Priority
FutureEnd of Phase 1
Day 1 Support
Themes
www.sungard.com 33
MVR 1•MVF #1•MVF #2
MVR 2•MVF #3•MVF #4•MVF #5
MVR 3•MVF #6
MVR4•MVF #7
MVR 5•MVF #N1
Month X MVP2: Month X+2 MVP3: Month X+3
MVP4: Month X+4 MVP5: Month X+5 MVP6: Month X+6
End of Phase 1
Day 1 Support
The Multigenerational Plan – Sequenced MVRs
www.sungard.com 34
Traceability of MVF to Problems and Goals
Problem MVF Goal
www.sungard.com 35
Traceability: Example
Problem •They can’t see what’s going on in different systems
MVF •Amendments exposed in all 5 internal systems will be surfaced to desk monitors in a single view
Goal •Reduce context switching
www.sungard.com 36
Business drivers visualized
Business Processes
Trade Amendment
s
Operational Risk
Monthly Reports
Observed Deficiencies
Requires
Produces
Aggregated
Analyzed
Adapts behaviors and capabilities External
Internal
Cannot prevent mistakes
Cannot react to needs
Inefficient and error prone
Day 1 Support
Monthly
www.sungard.com 37
Add driver:
Business Processes
Trade Amendment
s
CALCULATEDOperational
Risk
Approval Workflows
Observed Deficiencies
Requires
Produces
Generates
Analyzed
Adapts behaviors and capabilities
Attempts to prevent mistakes
Cannot react to needs
Efficient and reduces errors
Immediate
Future
External
Internal
Risk Reduction & Approval Workflow
www.sungard.com 38
www.sungard.com
From Clients…» Your process is a breath of fresh air
» You have delivered so much more than we expected
» You’ve presented what you will be doing in the short and long-term in a way unlike we’ve ever seen
» You are showing an understanding of our business that no one has ever done
» “Amazing!”
39
www.sungard.com 40
Things that went well in the CM project» Time doing UX, in replace of “analysis”, was joyful
» Customers knew exactly what they are getting, and saw progress weekly
» Scope did not creep due to definition of MVP’s and business goals
» We Delivered Exactly/ONLY What Was Needed, and it worked well
» Technically, MVVM Patterns Help Greatly with Reuse, rapid change in UX, and IoC/DI goes great distances for SPLE
www.sungard.com 41
Things I’d Like to do Better» Longer cycle time than I would like
» Client UX Team was isolated, and only gave us a lot of high-fi photo-shops.
» Still a lot of coding, and worrying about details of languages
» UI Wireframes done in Powerpoint (ugh).
» Need better support for patterns and code generation
» UX is not just UI: Performance. Data Requests are still important
» Manual deployments, still scheduling releases and waiting weeks
www.sungard.com 42
The Future» UX Body of Knowledge (BOK): the MVPs and patterns
» Create factories for creating software from the UX BOK
» Apply software product line concepts
– Common MVPs and patterns form fixed part of product platform
– Custom MVPs for the variable product components
» Apply to additional domains
– Insurance, Education, Benefits, Healthcare
» Platform specific components auto-wired as composited solutions
www.sungard.com 43
The Future» Not just
simulations
» UX design goes directly to code
» Code directly to deployment
www.sungard.com 44
Thanks!
Michael Heydt
SCS ATS NYC
Ravi Kanth
SCS ATS NYC
Aditya Yadav
SCS ATS Bangalore