nux leeds - january 22nd - can design constraints be freeing and creative freedom constricting? by...
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Richard Halford NUX Leeds 22 January 2015
Northern User ExperienceLeeds
“
”
Can design constraints be freeing and creative freedom constricting?
And how do you start with a blank sheet of paper?
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- About me
- The pleasure of constraintsFNB Cellphone Banking
- Learning from my failures COPFS
- The joy and art of visioningNational Grid
- Summary, questions and discussion
Northern User ExperienceLeeds
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Disclaimer
Northern User ExperienceLeeds
“These are my views, experiences and opinions on my work and do not reflect those of my current or former employers
or clients in any way.”
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1976
Northern User ExperienceLeeds
2002
8 years
7 months
7 years
1998 - 9
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Northern User ExperienceLeeds
The pleasure of constraintsCellphone Banking
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Vision and brief history
- Must work on 10 year old legacy devices (as of 2005)
- Banking for the unbanked
- Go live in 100 days in 2005
- Offer core banking with m-commerce and mobile payments
- SMS and USSD
- Selling airtime, electricity and even traffic fines
- Approximately R70 mill a year (£4 mill) as at 2007
- June 2007 = 340,400 subscribers
Northern User ExperienceLeeds
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Constraints
- SMS and USSD as bearers
- SMS - 160 chars
- USSD max 2 min session @ R0.1c per second
- 10 year old handsets
- Transaction limits and session time outs
- Fraud
- Off bearer authentication of MOPIN
- English only
- Help
Northern User ExperienceLeeds
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Northern User ExperienceLeeds
N70
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Options Exit
Northern User ExperienceLeeds
N70
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*120*321#
Options Exit
Northern User ExperienceLeeds
N70
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*120*321#FNB :-) Welcome to FNB Cellphone Banking. Please select reply/answer on your cellphone and key in your 5 digit MOPIN.
Options Exit
Northern User ExperienceLeeds
N70
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*120*321#FNB :-) Welcome to FNB Cellphone Banking. Please select reply/answer on your cellphone and key in your 5 digit MOPIN.
FNB1. Prepaid2. Banking3. LOTTO4. Send Money5. Soccer66. International7. Electricity8. Traffic Fines9. Options
Options Exit
Northern User ExperienceLeeds
N70
![Page 13: NUX Leeds - January 22nd - Can design constraints be freeing and creative freedom constricting? by Richard Halford, IBM](https://reader030.vdocument.in/reader030/viewer/2022032617/55a94c841a28abe4248b473d/html5/thumbnails/13.jpg)
*120*321#FNB :-) Welcome to FNB Cellphone Banking. Please select reply/answer on your cellphone and key in your 5 digit MOPIN.
FNB1. Prepaid2. Banking3. LOTTO4. Send Money5. Soccer66. International7. Electricity8. Traffic Fines9. Options
FNB1. Send Money2. View History3. Lower Limit4. View Fees9. Options
Options Exit
Northern User ExperienceLeeds
N70
![Page 14: NUX Leeds - January 22nd - Can design constraints be freeing and creative freedom constricting? by Richard Halford, IBM](https://reader030.vdocument.in/reader030/viewer/2022032617/55a94c841a28abe4248b473d/html5/thumbnails/14.jpg)
*120*321#FNB :-) Welcome to FNB Cellphone Banking. Please select reply/answer on your cellphone and key in your 5 digit MOPIN.
FNB1. Prepaid2. Banking3. LOTTO4. Send Money5. Soccer66. International7. Electricity8. Traffic Fines9. Options
FNB1. Send Money2. View History3. Lower Limit4. View Fees9. Options
FNBPlease select reply/answer and key in the cellphone number you wish to send money to.
Options Exit
Northern User ExperienceLeeds
N70
![Page 15: NUX Leeds - January 22nd - Can design constraints be freeing and creative freedom constricting? by Richard Halford, IBM](https://reader030.vdocument.in/reader030/viewer/2022032617/55a94c841a28abe4248b473d/html5/thumbnails/15.jpg)
*120*321#FNB :-) Welcome to FNB Cellphone Banking. Please select reply/answer on your cellphone and key in your 5 digit MOPIN.
FNB1. Prepaid2. Banking3. LOTTO4. Send Money5. Soccer66. International7. Electricity8. Traffic Fines9. Options
FNB1. Send Money2. View History3. Lower Limit4. View Fees9. Options
FNBPlease select reply/answer and key in the cellphone number you wish to send money to.
FNBPlease select reply/answer and key in an amount of R<Min Amount> or more you wish to send. Max amount = R<Max Amount>.
Options Exit
Northern User ExperienceLeeds
N70
![Page 16: NUX Leeds - January 22nd - Can design constraints be freeing and creative freedom constricting? by Richard Halford, IBM](https://reader030.vdocument.in/reader030/viewer/2022032617/55a94c841a28abe4248b473d/html5/thumbnails/16.jpg)
Our approach
- 2,500+ SMS and USSD system messages
- 9 Level USSD menu with with Prepaid and Banking always at the top and never changed - everything else was flexible
- Session resumption
- Studied our analytics
- fuzzy logic to interpret spellings - reviewed weekly
- test, test and test some more
Northern User ExperienceLeeds
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- Buy Prepaid Airtime for yourself or someone else (Vodacom, MTN, Cell C, Virgin Mobile, 8ta)
- Buy Vodacom data bundles, SMS bundles and Big Bonus Vouchers
- Buy Prepaid Airtime for people living in other countries
- Set-up Prepaid Scheduled Top-Ups
- Buy Prepaid Electricity (Eskom and selected municipalities)
- Check balances on one or all of your accounts
- Get a mini statement
- Transfer money between your own FNB accounts (e.g. from your Smart Account to your Savings Account)
- Make third party payments to pre-defined beneficiaries
- Apply for FNB Loan
- Pay Traffic Fines
Northern User ExperienceLeeds
What else you can do with a cellphone
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Northern User ExperienceLeeds
Image: © Chris Malcolm
Learning from my failuresCOPFS
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Vision and brief history
To build a custom case management system for the prosecution service to replace the existing custom solution
Northern User ExperienceLeeds
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Challenges
- scale, complexity, technology, requirements up front, on going business change
- design is a silo = death - design is a whole team activity- learn the technology and understand the architecture - get dirty with data models
- Failed to design out complexity - tried to design it all
- Expectation setting
- Agile practice enabled me/us to fail fast
- State and session management
Northern User ExperienceLeeds
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COPFS Demo
Northern User ExperienceLeeds
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Northern User ExperienceLeeds
The joy and art of visioningNational Grid
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Vision and brief history
- 6 weeks to visualise an art of the possible gas control room interface for managing and running the day to day trading desk operations of the UK gas network
- Present this vision as part of requirements stream to National Grid senior leadership team
Northern User ExperienceLeeds
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Challenges
- 6 weeks to present a new vision for the gas trading desk system
- Re-imagine a new way of working with information for the traders
- No constraints
Northern User ExperienceLeeds
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My approach
- Who
- Where
- When
- What
- Why… and how…
Northern User ExperienceLeeds
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Where
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WhereWhen
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WhereWhenWhat
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WhereWhenWhatWhat
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WhereWhenWhatWhat
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WhereWhenWhatWhat
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WhereWhenWhatWhat
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WhereWhenWhatWhat
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In summary
QuestionCan design constraints be freeing and creative freedom constricting? And how do you start with a blank sheet of paper?
Answer: Yes and yes. By giving yourself the freedom of constraints.
Northern User ExperienceLeeds
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Questions and discussion
Northern User ExperienceLeeds
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Northern User ExperienceLeeds
If we have the time…