Driving Value through Business Process Discovery

Nicole Pullin & Silvana Zhang | Bursting SilverKori Neill | EnformFriday August 18th, 20179:00 AM – 10:30 AM

User Experience Consultant Bursting Silver

UX PRACTICE LEAD

PROJECT MANAGER

TRAINER

FRONT-END DEVELOPER

INTERACTION DESIGNER

GRAPHIC DESIGNER

BUSINESS ANALYST

1996 many roles

17 years

CONSULTING EXPERIENCEFIRST WEBSITE

Passionate about creating positive experiences 

for people using technology.

3facts

3RD TIME PRESENTING AT NIUG

I KNOW 2 CARD TRICKS

COLLECT MOVIE POSTERS

2

Consultant Bursting Silver

BUSINESS ANALYSTTRAINER

PROJECT MANAGER

SOLUTION ARCHITECT

FACILITATOR

2006 many roles9 years

ASSOCIATION EXPERIENCE1ST PROCESS MAP

Helping clients achieve their goals through effective use of 

technology and process improvements .

3facts

FORMER NIUG BOARD MEMBER

CYCLED THROUGH EVERY

PROVINCE

AIRBNB HOST

3

NP [2]1SZ2

Slide 3

NP [2]1 Silvie to update the slideNicole Pullin, 07/17/2017

SZ2 Done!Silvana Zhang, 07/20/2017

Analyst atEnform

2004 many roles

11 years

Loving the ability to “FIX” issues through process 

development & improvement and technology solutions.

3facts

FIRST PROCESS IMPROVEMENT

BUSINESS ANALYST

TRAINER

CUSTOMER RELATIONS LEAD

WEB & PRINT CONSULTANT

ONLINE SUPPORT

PROCESS IMPROVEMENT NIUG BOARD PRESIDENT

LOVE TO BUILD WITH

WOOD

HUGE SCIFI FAN

SZ3KN1

Slide 4

SZ3 Kori to update this slide.Silvana Zhang, 07/20/2017

KN1 doneKori Neill, 08/1/2017

Agenda

1. Icebreaker 2. Setting Up for Success 3. Getting to the Need 4. Effective Facilitation 5. Building Consensus Activities6. Process Mapping 7. Solution Design8. Making iMIS work for you 9. Q&A

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Draw a picture of how to make toast.Time: 2 minutes

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Solutions are never as simple as we think

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Setting Up for Success

8

Project Kickoff

Make it count with a Project Canvas

• Lay out key components on a single page.

• Encourage stakeholders to focus on what’s important

• Provide a snapshot view of your users, objectives, requirements, technical constraints and more. 

http://www.projectcanvas.dk/

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Project Definition Canvas

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Purpose

Scope

Success Criteria

Outcome

GOAL SETTING

Milestones Actions

TIME FRAME

Project Definition Canvas

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Team

Stakeholders

Users

PEOPLE ENVIRONMENT

Resources

Risks

Constraints

Getting to the NeedUnderstanding needs and identifying core problems

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DIRECT

INDIRECT

SELF‐REPORTED OBSERVED

Collection Metho

d

Participant Involvement

Observations

Task / Activity analysisFocus groups

Surveys

Search logsWebsite statisticsCustomer feedback

Help deskCall centre

Diaries / Journals

Card sorting

Interviews

Source: Donna Spencer http://maadmob.com.au/

Research Methods

13

Find the core problems

14

Annual Conference

Customer support

Focus Groups

User Interviews

Usability Testing

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WHY TEST?

◎ Hear directly from your target audiences

◎ Understand what works◎ Identify improvements 

WHAT TO TEST

Existing website Sketches Wireframes

Findings Workshop

1. Observations2. Problems3. Opportunities4. Needs5. Quotes

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Effective Facilitation

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Facilitation tips

Setup for success• Group size

• 2 facilitators

• Know your participants

Kick off the meeting right• Ground rules

• Clear Purpose

• Expected Outcome(s)

• Pre‐work

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Strategies for dealing with difficult behaviorsDeal with the behavior – it doesn’t go awayIdentify the behavior:• Dominating the Discussion

• Inserting Personal Agendas

• Talking off the Subject

• Having Side Conversations

• Negative or Hostile Demeanor

• Attacking, Criticizing

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Strategies for dealing with difficult behaviors ‐ negativityNegative or Antagonistic, Hostile Demeanor• Verbal or non verbal

• They need to be heard 

Attacking, Criticizing• Don’t engage in arguments

• Engage the others to respond to concern(s)

Best Tool in the Kit: Document

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Building ConsensusCreating consensus with a group and getting buy in

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Gain insights from stakeholders about what may be an obstacle to  their desired goals.

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Speedboat

Goals• Gather information about 

improvements or ambitions

• Reveal less than desirable conditions

• Empowered to move toward an improved state

• Focus on generating ideas, not problem solving or analysis

Ground Rules• Active Listening

• Parking lot

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Number of Players: 5 – 10 

Duration of Play: 15 minutes

Speedboat

Workshop Ideas• What slows down iMIS adoption 

in your workplace?

• What are roadblocks to upgrading iMIS?

• What keeps users from engaging more in NiUG?

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Number of Players: 5 – 10 

Duration of Play: 15 minutes

Speedboat (15 min)

Goals• Gather information about 

improvements or ambitions

• Reveal less than desirable conditions

• Empowered to move toward an improved state

• Focus on generating ideas, not problem solving or analysis

Ground Rules• Active Listening

• Parking lot

25

Number of Players: 5 – 10 

Duration of Play: 15 minutes

Categorize (10 min)

26

Goals• Collaboratively categorize ideas 

that have been generated

• Used to hone a list of features

• Look for patterns 

• Create meaningful topics for further discussion

Number of Players: 1 ‐ 50

Duration of Play: 10 min to 1 hr

Dot Voting (5 min)

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Goals• Collaboratively prioritize any set of 

items

• Prioritized list becomes the subject for discussion and decision making

• Used to hone a list of feature, agree on discussion topic or choose among strategies and concepts

• Give participants five stickers

Number of Players: 3+

Duration of Play: short

Workshop Examples

28

Mapping your Current ProcessBefore you can move forward, understand your current process

29

The basic process map

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Start

Process Decision

Yes Process

End

Yes

No

No Process

Visio

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Pros• Library of built‐in and 

user created shapes

• Handles large and complex diagrams

• Collaboration friendly

• Large user base for help

Cons• Learning curve

• $300+ per license

Visio Alternatives

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Draw.io(free) 

Cons• Different interfaces

Pros• Browser based

• Collaboration friendly

• Some integrate to OneDrive, Google Drive, Dropbox

• Import/export to Visio

Simple process maps: PowerPoint

Pros• Readily available

• Familiar program

• Collaboration friendly with Office365

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Cons• Cannot handle larger 

process maps

• Does not integrate with GoogleDrive

SZ [2]1

Slide 33

SZ [2]1 Todo: Add screenshots from each tool to this slideSilvana Zhang, 07/20/2017

Solution DesignFuture State

34

Research

DesignTest

Evolve

Build

35

Sketching Workshop

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• Record as many ideas as possible

• Experimentation• Make more mistakes 

sooner• Communicate better• Incredibly simple• Show, don’t tell

Sketching Workshop

37

Explore

Refine

Making iMIS work for you

38

Automating Repetitive Tasks

Spend time on high value tasks instead of repetitive 

low complexity tasks

39

Scheduled

Watching for a data change

Can update any data for select 

users

Send personalized emails to users or 

staff

Workflow for Staff

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Back

Back

ApproveBack

Verify Contact’s Personal Info (Step 1 of 3)

Validate Education (Step 2 of 3)

Determine Next Steps (Step 3 of 3)

Decline

School

Degree

Graduated

GPA Yr 1

GPA Yr 2

GPA Yr 3

Certifications

Completed

Sponsor

Queen’s

BA

1998

3.9

4.2

2004

KPMG

4.3

Demographics

Birth date

Gender

10/7/1975

Male

Martin

Brock

KPMG

martin.s.brock75@gma

mbrock@kpmg.ca

Easy to follow and all required checks passed

Approval Date Result

Status

Member Type

Send email?

Send email on

8/19/2017

Passed

Active

Student

Yes

8/21/2017

Assigned to

Location Jane F.

Ottawa

Engaging your users

• “Community based support model” 

• FAQs• Forum of customs 

helping customers• Gather user feedback 

on ideas• Members feeling 

engaged

41

References

Books• Gamestorming• Just Enough Research• Who Moved my Cheese

Blog Post: • User Interview Journey

Tools

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• Xtensio• Project Canvas• xMIND• Invision• Balsamiq

• Mouseflow• Draw.io• Lucidchart• Creately• gliffy

SPONSORED BY:

Thank you

44

Appendix

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Personas

Background Characteristics Activities / motivations Engagement

BUILD SCENARIOS1. What triggers the experience?2. What happens during the experience?

a) What activities / tasks are accomplished?

3. What is the outcome?

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User Interview Journey

1. Prepare 2. Introduction3. Interview4. Post‐Interview

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User Interview Journey

1. Prepare Research your audience

Review work done to date

Create interview guide 

Conduct a dry run

Identify facilitator and note taker

Provide interviewee relevant information

Prepare interview space

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User Interview Journey

2. Introduction Greet them by name and thank them for their time

Introduce yourselves, your role and company

Provide project background, context and why they were selected

Convey that their opinions are valued and appreciated

Assure confidentiality (if possible) and build trust

Obtain agreement for documentation

Provide opportunity for questions

Thank them and transition to interview questions

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User Interview Journey

3. Interview• The interviewee:

Let them introduce and talk about themselves, guiding them to areas related to your research topic.«Tell us about yourself, your job, your role etc.»

• Your research topic:Define what you want to cover based on your main topic, order your questions within a topic to create a conversational flow.«Let’s talk about topic XYZ. When did you last…»

• Comments and questions:Leave time for questions and comments at the end of the interview. Let them reflect about what you discussed and encourage them to add their thoughts. «Before we conclude, do you have any comments, questions etc.»

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User Interview Journey

4. Post Interview• Thank the Interviewee for their time and highlight the importance 

of their feedback.

• Let the Interviewee know that they can follow up with you if they have any questions and ask if you can contact them if you need clarification on something later on.

• Follow up with your peers as soon as possible to share your findings while it is still fresh

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Change happens incrementally by taking small, strategic steps.Activity: Prune the Future

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Prune the Future

Goals• Use the tree as a metaphor for any 

topic you wish to grow or shape

• Game about possibilities

• Create a nonlinear, organic representation of a complex topic.

• Visual display of the interconnectedness of future conditions; showing where some parts of the tree may be suffering while others are thriving.

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Number of Players: 5 – 15 

Duration of Play: 30 minutes