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eService Solution Delivery in a Global
Environment. Phil Myers
Director, eService Web Strategy, Lenovo USA
Timothy Steleman SVP, Enterprise Architect and Delivery, DUS
Daniel Backhaus Digital Strategy, Moderator, DUS
About Delaware Consulting
Arthur Andersen Consulting Belgium
1,000+ Professionals Worldwide
Roots in Systems Integration, Solution Development
3 Practice Areas: Operational Excellence, Business Performance, Digital
3 Offices in the US, HQ in Atlanta
About Lenovo • May 1st 10 year anniversary of PCD acquisition! • Executive headquarter in Beijing, China and Morrisville, NC • Growth from 7.4% ($12B) to 20% ($30B) global PC market • Product diversity – PCs to smartphones, tablets, servers &
cloud • Further acquisitions in the past 5 years
Rebuilding support.lenovo.com
Project eSupport
support.lenovo.com today
• Support.Lenovo.com is the main access point for post-sales support for Lenovo products:
• Driver and manual downloads • Troubleshooting/Solutions/FAQs • Warranty information • Product content update subscriptions
• The site is built on Sitecore 7.2 and is localized for 50 countries and 16 languages
• Serving 10 million visits per month
• 1.5 petabytes of downloads are served per month (with 75% coming from support.Lenovo.com)
• The site’s product taxonomy structure contains 850,000 models
• Currently there are 60,000 content items (per language)
Now let’s go back in time…
At the end of May 2013, I found myself on a Florida beach, enjoying the Memorial Day weekend
About 3 weeks later… I would find myself in Beijing
The eSupport business case
• Previously completed migration of 4 content management systems and 7 websites into single CMS/website.
• Entire system was hosted externally – numerous stability issues impacting site performance and CSAT
• Delivered solution offered little flexibility to easily modify UX to adapt to rapidly changing customer needs.
• Executive direction to build more flexible – high performance site hosted by Lenovo.
And so it began… • Project was planned around 2 releases (waves):
• Wave 1 • To launch on Sept 30th 2013 (to align with new mobile product launches) • parallel site: mobilesupport.Lenovo.com • All new content, no migration
• Wave 2 • 2 releases to launch on April 24th 2014 and July 28th 2014 • full site: support.Lenovo.com • Content migration from legacy site
• Solution to support 1M+ product taxonomy items (wave 1 only had 50) • Only 6 weeks for wave 1 feature development, then 4 weeks for
stabilization and testing. • With only 2 weeks from kick-off to development-start, we had to do agile
development, but in a waterfall release framework
eSupport wave 1 detailed timeline
eSupport wave 2 detailed timeline
Responsive (re)design
Low cost service model
About that estimate and timeline...
• Planning poker game with at least 3 developers/architects • Use numbers of fibonacci sequence (1-2-3-5-8-13-21-...) as scoring
of complexity for each requirement/story • Do 2 or more rounds of estimating until the team agrees on sizing • Multiply storypoints by x based on risk/context
• Depth of detail of the requirements • Geographical location of team, timezone differences • Experience with the technology and methodology • External factors (network speed, deployments, infrastructure)
• Assign storypoints to backlog items, do sprint planning • Maximum team size of 15 people
Rules of engagement
Give the implementation team the authority and responsibility they need to deliver on their commitments
The implementation team are the ‘pigs’, they have their bacon on the line
Managing a global delivery team
• Development team consisted of people from the USA, Belgium and China, mixed team from both Delaware and Lenovo
• Development center of gravity was Beijing, China • Get people involved early on, share the project vision. • Work in the same place for at least the first 4 weeks • Make sure process (development, communication, planning, …) is absolutely clear to everybody
• Sprint retrospectives are as important as feature development
Definition of done
• All changes are checked-in • Automated build with no warnings • Change is automatically deployed on Dev environment • Acceptance criteria are met • Feature is reviewed/tested by peer • Release documentation is present • Tasks and PBI is updated
No loose ends
Results achieved
• All releases went live on time, within budget and with the original scope
• Performance benchmarks set initially were met • Platform flexibility is tremendous improvement over the
previous site • Solid foundation for future enhancements, personalization,
extended eSupport features
Q&A
• What was the biggest challenge on such a complex, global project?
• What is your biggest “lesson learned” or takeaway; what would you do differently if you were to do it over
Thank you! Contact: Daniel Backhaus [email protected] Timothy Steleman [email protected]
Backup slides
September 30th 2013… we made it!
The timeline for wave 1 was really tight, luckily wave 2 is a bit more balanced
Or is it… ?
eSupport project timeline wave 2
Release 2A (Lenovo)
9-30-2013 12-15-2013 4-28-2014
Release 2B (Think)
7-28-2014
Enhancements
today
Migration (Lenovo)
Migration (Think)
Low cost service model
2-15-2014
Responsive (re)design
