BeyondCurious: Managing Agile Research

1. World Usability Congress October 11, 2017 MANAGING AGILE RESEARCH Carrie Yury, SVP Research & Strategy, BeyondCurious Twitter: @carrieyury Instagram: BeyondCurious

2. Why do we need to be agile, anyway?

4. We work with large organizations to accelerate digital transformation of their business models, capabilities, customer experiences, and cultures.

5. ©2017 BeyondCurious, Inc. Confidential. 6 Our approach is designed for momentum LEAN METHOD Agile, Not Monolithic NAVY SEAL TEAMS Pods, Not Pyramids PURPOSE-DRIVEN Missionaries, Not Mercenaries ENTREPRENEURIAL TECHNIQUES Pioneering, Not Lagging SPRINT-BASED PRICING Flexible, Not Rigid

7. What is agile, and how does it work?

9. Waterfall: How we used to roll 10 Testing Implementation Design Maintenance Requirements analysis

10. Manifesto for Agile Software Development 11 “We are uncovering better ways of developing software by doing it and helping others do it. Through this work we have come to value: Individuals and interactions over processes and tools Working software over comprehensive documentation Customer collaboration over contract negotiation Responding to change over following a plan That is, while there is value in the items on the right, we value the items on the left more.” © 2001, the Agile Manifesto authors

11. ©2015 BeyondCurious, Inc. Confidential. 12 Our highest priority is to satisfy the customer through early and continuous delivery of valuable software. Welcome changing requirements, even late in development. Agile processes harness change for the customer's competitive advantage. Deliver working software frequently, from a couple of weeks to a couple of months, with a preference to the shorter timescale. Principles behind the Agile Manifesto

12. ©2015 BeyondCurious, Inc. Confidential. 13 Business people and developers must work together daily throughout the project. Build projects around motivated individuals. Give them the environment and support they need, and trust them to get the job done. The most efficient and effective method of conveying information to and within a development team is face-to-face conversation. Principles behind the Agile Manifesto

13. ©2015 BeyondCurious, Inc. Confidential. 14 Working software is the primary measure of progress. Agile processes promote sustainable development. The sponsors, developers, and users should be able to maintain a constant pace indefinitely. Continuous attention to technical excellence and good design enhances agility. Principles behind the Agile Manifesto

14. ©2015 BeyondCurious, Inc. Confidential. 15 Simplicity - the art of maximizing the amount of work not done - is essential. The best architectures, requirements, and designs emerge from self-organizing teams. At regular intervals, the team reflects on how to become more effective, then tunes and adjusts its behavior accordingly. Principles behind the Agile Manifesto

15. Waterfall: • Good for projects without changing requirements • Easier to manage as the team is focused on one activity at a time • Every phase has a defined start and end date Waterfall vs Agile: Pros Agile: • Organized involvement of customer and stakeholders • Continuous feedback • More flexible; can accomodate changes • Transparent • Reduces “Silo” effect 16©2017 BeyondCurious, Inc. Confidential.

16. Waterfall: • Change – Change in scope can seriously impact time/cost/quality • Customers must know what they want up front Waterfall vs Agile: Cons Agile: • Team needs to embrace the methodology. Must have a very open, communicative mindset • Requires commitment and time from the client and team • Estimating time and costs is more difficult as requirements are not defined 17©2017 BeyondCurious, Inc. Confidential.

17. A manifesto is not a playbook 18

18. How have we adapted lean/agile to research at BeyondCurious?

20. Waterfall Research: Slow moving and monolithic Siloed teams Too abstract to be actionable How is it different? Agile Research: Immediate Impact Integrated innovation Concrete results enable rapid evolution 21©2017 BeyondCurious, Inc. Confidential.

21. Agile Research: Sample 2-Week Sprint Day 1 Day 2 Day 3 Day 4 Day 5 Day 6 Day 7 Day 8 Day 9 Day 10 FIELDWORK REPORT + RECSANALYSIS REPORT BUILDING FINDINGSINTERIM FINDINGS DEVELOP RESEARCH PROTOCOLS NEXT SPRINT : REVIEW ENVIRONMENT + KEY QUESTIONS REPORT FROM THE FIELD PARTICIPANT RECRUITING AND SCHEDULING ONGOING REVIEW PROTOCOLS & APPROACH 22©2017 BeyondCurious, Inc. Confidential. DAILY STAND-UPS ONGOING

22. How do I get started?

25. Find a way to say yes • Collaboration and partnership built on mutual respect and trust creates an environment where innovation flourishes (fast failure, test and learn) • Flexible, non- dogmatic mindset allows for creativity, pivoting, and innovation 26 Innovation Mindset

26. Focus your inquiry • Each sprint has a targeted learning objective, developed with integrated team • These MVF’s yield targeted insights that push key aspects of the experience forward 27 Minimum Viable Findings

27. Track your progress • Sprint-over-sprint quant/qual metrics • Visible in one place • Patterns and themes about the process, not just individual sprint results • Success metrics defined and achieved 28 Experience Index Score (XIS)

28. Keep it simple • Based on strategic insights gained from research sprints • Simple, easy-to- remember principles keep user needs top of mind • Guide the experience 29 Experience Principles

29. What effect does agile have on how people work together?

30. More collaboration. Not less.

31. ©2015 BeyondCurious, Inc. Confidential. 32 Team is client/stakeholders and project team Involve them every step for the way: planning, creating discussion guides, fieldwork, data review Standups, Protocol reviews, Notes from the field, Black box is a bad box Keep your team close

32. inVision – Quick prototyping ScheduleOnce – Easy participant scheduling Trello – Sprint planning and burndown Respondent.io - Online recruiting Zoom – Standup, interviews, recording Dscout – digital journals Treejack – Information Architecture tests Google docs/slides - collaboration Sticky notes, paper and pen iPhones, dropcams, GoPros ©2015 BeyondCurious, Inc. Confidential. 33 Tools we use:

33. What does it look like in real life?

34. ©2015 BeyondCurious, Inc. Confidential. 35 Agile research was applied across the product development lifecycle to both lead with the customer and innovate at speed. Exploration: To get a deep and broad understanding of users and their context to inform strategy and design, we conducted exploratory ethnographic research to understand users and identify opportunities. Creation: To bring users along throughout the design process and ensure success, we get qualitative user feedback early on in the prototype stage through iterative prototype testing, participatory design, and UX testing (in-person or remote). Validation: At the final stages of a project or product’s development, we did UX or usability testing to validate decisions and inform final refinements. Sonos Flagship Retail Agile research

35. Range of techniques In-context testing • Self-tracking studies • In-home ethnography • Shop-alongs • Intercepts on Sonos.com Prototype store testing • Digital prototype testing • Experience testing • Service model tests • UATs in Prototype store 36

37. Store Architecture The results were first manifest in the bold pivot from a traditional store layout - typically a monolithic floor space filled with bright, shiny products – in favor of an innovative pod model, designed to simulate an in-home experience. 38

38. Digital Experience Next, experience principles helped drive how to convey complex ideas. This was instrumental in designing all elements of the in- room digital tablets (concept, UX and content), which are used to orient consumers to the product by putting them in control of the experience. 39

39. Results Through engaging in Agile Research as part of an integrated team, we were able to deliver astounding results to launch a ground-breaking retail concept. Store NPS is currently 89 40

40. How will agile evolve?

41. ©2015 BeyondCurious, Inc. Confidential. 42 Hiring: At BC it has meant that I look for more unicorns Question: how can we gain important cross-methodology and cross-disciplinary skills in order to be effective collaborators, while maintaining deep expertise? Evolution of the approach

42. ©2015 BeyondCurious, Inc. Confidential. 43 Data: it has also meant that we are open to more data sources Question: what will sensor data or data science have to offer to change or augment how we work? Evolution of the approach

43. ©2015 BeyondCurious, Inc. Confidential. 44 Perceptions of research: At an industry level, Agile has affected how people see user research. Question: How can we find a way to say yes and take this opportunity to evolve the depth and breadth of the ways in which we understand human behavior? Evolution of the approach

44. What do I do now?

45. ©2015 BeyondCurious, Inc. Confidential. 46 Talk to your teams about how they are using agile • Are they doing Scrum? SAFe? Lean? Wagile? • Do they use the concept of Epics or hills? • What is the sprint cadence? • What is the meeting cadence? • What tools are they using for • Planning? • Communicating? • Tracking? • How can you get involved? If you work in an agile organization

46. ©2015 BeyondCurious, Inc. Confidential. 47 Talk to your teams about what agile means • Frankly discuss the pros and cons • Make sure that people understand the cultural and process differences • Take a test and learn approach, and make it work for you! If you want to introduce agile to your organization

47. BEYONDCURIOUS.COM | HELLO@BEYONDCURIOUS.COM | @BEYOND_CURIOUS UNLOCK YOUR LIMITLESS POTENTIAL cyury@beyondcurious.com

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