from complexity to clarity in one week with enterprise design sprints

From complexity to clarity in one weekwith Enterprise Design Sprints

Lisa SchlechtRecharted Territory, LLC

Navigating complex systems, simplylisa_schlecht@rechartedterritory.com

2

…sometimes we get, I think, in the scientific community, the tech community, the entrepreneurial community, the sense of we just have to blow up the system, or create this parallel society and culture because government is inherently wrecked.

No, it's not inherently wrecked; it's just government has to care for, for example, veterans who come home.

…And that's hard and it's messy, and we're building up legacy systems that we can't just blow up.

— President Barack Obama

2

3

Agile in a start-up vs. an enterprise

4

22+ million customers

Variety of third party B2B relationships

Department of Veterans AffairsCustomers

Congress

White House

Agencies (ex. Department of Defense & Department of Labor)

GovernmentPartners

Self-Service Portals

Mission to serve

Lifetime of benefits & services to offer

Aggregate customer data

Public & private partnerships

Paper-based business processes

Organizational dynamics

Data quality & sharing

Transitioning from legacy systems

Op

po

rtu

nit

ies

Ch

alle

ng

es

Value

Complexity & Challenges

Improve customer satisfaction | Reduce backlog and wait times | Modernize

Goals

5

Difficulty reconciling modern experiences and legacy systems

Long product design cycle

Less than ideal response from users and stakeholders

Stack of presentations and white papers with no plans to execute

Sound familiar?

Valuable problems ignored in favor of low-hanging fruit

Multiple stakeholders, business lines, and solution partners not on the same page

No single completely informed decision maker

No focus beyond the latest fire

Issues

6

Sometimes if you want to see a change for the better, you have to take things into your own hands.

— Clint Eastwood

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7

Take a systems view

Identify your target

Work backwards from the vision

Take the first step

Tackling complexity

Scale your product and processes

Complexity

Clarity

Execution

7

8

Design

Sprints

Human-

Centered

Design

Systems

Engineering

Agile

Inspired by other techniques

9

Target Outputs• Minimum viable

product prototype• Vision prototype• Roadmap• Validated assumptions• Action items

Additional Outputs• List of customers,

stakeholders, processes, and systems impacted

• User and business needs• Success criteria• Concepts• As-is and to-be

• Customer journeys• Business processes• System diagrams

Prepare

Run through the

Enterprise Design

Sprint Activities

Execute &

Coordinate

Helpful Inputs• User research• Business process• System analysis• Industry trends• Strategic vision and goals

10

As-Is High-Level

To-Be

Detailed

To-Be

Prototyping Reviews

Day 1 Day 2 Day 3 Day 4 Day 5

Prepare

Run through the

Enterprise Design

Sprint Activities

Execute &

Coordinate

11

• Sprint goals

• User needs

• Business needs

• Success criteria

• As-is customer journey

• As-is business process

• As-is technical systems

DAY 1

As-is

The Typical Employer Hiring Process

Smal

l Bu

sin

ess

Emp

loye

rsLa

rge

Co

mp

any

Emp

loye

rs

By: Lisa Schlecht (SRA)

Identify Resource Needs

Define Job Requirements

Post JobReceive/Review

Resumes

Coordinate Commitments/Incentives with

Gov’t

Interview Manage Data Track ActivityMake Offers/

RejectionsOnboard New Hire

Identify Resource Needs

Define Job Requirements

Post JobReceive/Review

Resumes

Coordinate Commitments/Incentives with

Gov’t

Interview Manage Data Track ActivityMake Offers/

RejectionsOnboard New Hire

Active RecruitmentAssess Available

Population

12

• Idea generation

• Idea categorization

• Idea rating

• Minimum viable product

(MVP) concept

• Vision concept

• To-be customer

journey(s)

• To-be business

process(es)

• To-be technical systems

DAY 2

High level to-be

13

• Storyboarding

• Detailed process

modeling

• Detailed technical

modeling

DAY 3

Detailed to-be

14

• Prototyping

• Business model

playbook

• Roadmapping

DAY 4

Prototyping

Phase IV:“Career Paths and

Training”

Phase I:MVP “Employment

Marketplace”

Phase II:“Improved Employer

and Job Seeker Searches”

Phase III:“Improved Skill

Matching”

Em

plo

yer

Job

Se

eke

rSu

pp

ort

Sys

tem

Search resumes

Post jobs

Search job seeker skills/characteristics (drill down

from aggregate data)

Improve description of skills/

characteristics required for position

Reverse skills translation

Search job seekers based on potential

Search for training incentives

Search jobs

Build resume

Translate militaryskills

Search for employers based on hiring commitments,

Veteran owned companies (drill down from aggregate

data)

Existing government resources

Coaching to prepare for employer contact

Search employers based on skills

required to work there

Search for Veteran mentors at the

company

Veterans who were hired return as

mentors

Search jobs and employers based on

career path

Search for training/educational

opportunties

Government financial incentives to offset

training costs

Crowdsource education/training

opportunities

Tracking job seeker progress

Co

nn

ect

off

line

Ind

ica

te in

tere

st

Invi

te t

o

inte

rvie

w

15

• User reviews

• Business stakeholder

reviews

• Technical partner

reviews

• Executive reviews

• Retrospective

DAY 5

Reviews

16

Prepare

Run through the

Enterprise Design

Sprint Activities

Execute &

Coordinate

• De-brief

• Decide what to do with the MVP

• Set up systems for success

• Scale your impact

17

Prepare

Run through the

Enterprise Design

Sprint Activities

Execute &

Coordinate

As-Is

• User needs

• Business needs

• Success criteria

• As-is customer

journey

• As-is business

process

• As-is technical

systems

High-Level To-Be Detailed To-Be Prototyping Reviews

• Idea generation

• Idea

organization

• Idea rating

• To-be customer

journey

• To-be business

process

• To-be technical

systems

• Storyboarding

• Detailed

process

modeling

• Detailed

technical

modeling

• User reviews

• Business

stakeholder

reviews

• Technical

partner reviews

• Executive

reviews

• Prototyping

• Business model

playbook

• Roadmapping

Check out www.rechartedterritory.com for more details, including tips and worksheets.