Using Agile approaches in service design and project

management

Ian Hirst

Why Agile?

Design Thinking

Design Council – the Double Diamond

Encouraging

• Collaboration - Cross-functional teams and stakeholders

• Face-to-face Conversation• Responding to Change• Iterative• Open (Information, Conversation, Processes)• Continuous Improvement• User-centred• Incremental Design

Inception Workshop

• Brief• Elevator pitch• Vision• Stakeholder Mapping• Personas

The Brief – Mobile Working

Describe the current picture•Complaint and contacts are received via the contact centre, email, telephone, complaints form on website•Rekeyed into Uniform by admin staff, then allocated by team leader•Case officer prints out service request job sheet•Visit site and investigate the complaint•Written report provided at end of inspection•Take photographs on site and record positional information•Return to office and update information back into Uniform, upload photographs, scan any written documentation into DMS.

•Can we do any better?

Elevator Pitch

Describe your service in the following terms:[Our service]is a [type of service]for [key users]who [need].

Unlike [current solutions],our service [key differentiator].

Example

Our service provides mobile working for officersWho want to receive work and update the system whilst out and about.Unlike the current system, it will be seamless, easy to use and eliminate paperwork.

Vision

Help officers deliver clear, simple, easy and effective services whilst out in the field. Our service will be loved by everyone!

Stakeholder Mapping

Identify all the different actors in the delivery of the service and arrange them on stickies on the wall

What problems does each actor have and how would they express it?What might they be thinking but not saying?Where are the potential conflicts?

Personas

Research

• Guerrilla interviewing• Observation• Testing with users• Desk based research

Design Workshop

• Draw the future service– 6-up sketching– Combine ideas– Create an A2 picture and share with the group

• User stories

User Stories

• As a [role]

• I want to [goal or desire]

• So that [benefit]

Prioritised Requirements List

Next Steps

• Delivery and use of early solution• Incremental, iterative development based

on user feedback

• Watch this space!