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
5
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
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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
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Find the core problems
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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
16
Effective Facilitation
17
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
18
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.
22
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
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Number of Players: 5 – 10
Duration of Play: 15 minutes
Categorize (10 min)
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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)
27
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
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Mapping your Current ProcessBefore you can move forward, understand your current process
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The basic process map
30
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
32
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
33
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
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Research
DesignTest
Evolve
Build
35
Sketching Workshop
36
• 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
40
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
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
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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
49
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.»
50
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