Combining Agile, Lean & Usability within SuncorpTeale Shapcott

“ I am not motivated to

design & build Intranets

I work to create tools that

unleash staff potential”

@teale

Teale Shapcott

http://au.linkedin.com/in/shapcott

http://www.tealeshapcott.com

http://www.facebook.com/tealeshapcott

Other Online Profiles

40% of Intranet Projects

fail to attract user adoption to achieve ROI (Gartner)

10-15% of Intranet Projects are scrapped altogether

50% of the projects take longer to complete than expected.

Barriers to Success Prescient Digital Media

• < 200 visits by staff per month

• Alphabetical order of Services

• Not user-friendly

9+ Steps to find a tool to do one task!

Suncorp Staff Services :: August 31st 2011

Over 6,000 page visits per month

Relevant Content for new & existing

staff

Suncorp Staff Services :: August 31st 2012

- Intranet 2.0- Clear business value- Resourced Intranet Team- Continuous Improvements- Intranet integral to helping staff be more efficient, productive.- Intranet viewed as a real business tool

Valuable Business Tool

- Site creation processes & governance- Search works- User research, requirements gathering, needs analysis. - Sites are useful for the daily activity of staff.

Useful & Usable

-Structured methodology for design - Staff end users involved in design.- Card Sorting, Wireframing, usability testing- Intranet team roles & responsibilities

Intranet Usability

- Projects to ‘redesign’ the Intranet.- cosmetic improvement focus- Problems with search, poor content, lack of governance not addressed.

Repeated Redesigns

- Content organically grows- No Content Strategy- Minimal Governance- Lack of direction- Information sorted into Business Units

Organic Growth

- Project to launch a new Intranet.- Promote the site to staff

Launch

Six Phases of Intranet Evolution

Agile , Lean, Usability Combination

“What Every Intranet Team Should Know”James Robertson

Culture & Mindset Change

Repeated Redesigns!

“Please build me something like this … in

5 weeksfor all Group wide Business Technology, Real Estate & Procurement Customers.. ”

Repeated Redesigns!

Source: Stephen Anderson www.poetpainter.com

Repeated Redesigns!

Repeated Redesigns!

Five weeks later… we delivered

Happy Executive Manager Happy Staff

“The new Services site is a lot easier to use to submit requests to BT & saves me a lot of time on the phone..” Danial McCullough “I think the new layout is

great. It's clear and easy to follow. Good work.” Marian Sylvia

“Looks good. Easy to read, easy to use, with common sense links to commonly used stuff.” Melvyn Jacobs

This is a huge improvement! Please see further feedback from some members of my business area below: "It looks a lot easier for me to find things now!" "Looks pretty good to me. Much easier than the previous” Candice Chick

Barriers to Success Prescient Digital Media

A new project to define a new design framework for Suncorp Shared Services (SSS) incorporating Lean

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Backend (Process)Defining Value of a Service

Frontend (Intranet) Communicating Value & Online Self Service

Lean Practices: • SIPOC • Value Stream Maps (VSMs) • A3’s • 5 Whys? • Voice of the Customer (VOC)

Usability Practices:• Content Authoring Templates (Subsites)• Wireframing (Subsites + Portal)• Content Inventories (Subsites + Portal)• People Activities & Context Workshops (Portal only)• IA Visual Maps Before & After (Portal only)• Intranet Content Framework (Portal Only)• Surveys (Portal Only)• Affinity Diagramming (Portal Only)• Card Sorting (IA) (Portal Only)

Rapid Delivery of ServicesAgile Practices: • Story carding / JIRA • Big Visual Charts / Burn Up Charts• Showcases • Retrospectives / Iteration Planning Meetings• Standups• Heat Maps• Kanban

Agile – Usability – Lean

Agile – Usability – Lean

Service Owners (Subsite Owners / Admins)

Service Provision ExpertsLean for Process / Service ImprovementContent Authors & Managers for their Service

Staff Customers

Intranet Team (Owners / Admins)

Experts in Intranet Lean for Content Lifecycle / Site ManagementUsability Services / Content StrategyAgile Delivery Approach

Source: World Wide Intranet Challenge Andrew Wright

Site Structure for the Service Owner

Structured Content“I need reliable information on who, what, where”Service Description ( 1 page )- Service Landing Page- Describes benefits & limitations

of the Service- Service notices

Form / Tool / Application Link“I need a tool to complete that task”- Allows staff to access / order the

Service immediately. - No need to ‘dig through’ content to

do complete a task

How to Content“How do I complete that task or activity?”- Content broken down into a

consistent structure of: 1. What is the problem to be solved2. Are there any pre-requisites to

solve the problem? 3. Steps to solve the problem or

complete the activity.

Useful, usable information for staff.

Services Intranet Structure

Lean Tools – VSM

Site Creation Process High Level

Results of the Content Changes

- Intranet 2.0- Clear business value- Resourced Intranet Team- Continuous Improvements- Intranet integral to helping staff be more efficient, productive.- Intranet viewed as a real business tool

Valuable Business Tool

- Site creation processes & governance- Search works- User research, requirements gathering, needs analysis. - Sites are useful for the daily activity of staff.

Useful & Usable

-Structured methodology for design - Staff end users involved in design.- Card Sorting, Wireframing, usability testing- Intranet team roles & responsibilities

Intranet Usability

- Projects to ‘redesign’ the Intranet.- cosmetic improvement focus- Problems with search, poor content, lack of governance not addressed.

Repeated Redesigns

- Content organically grows- No Content Strategy- Minimal Governance- Lack of direction- Information sorted into Business Units

Organic Growth

- Project to launch a new Intranet.- Promote the site to staff

Launch

Six Phases of Intranet Evolution

Agile , Lean, Usability Combination

“What Every Intranet Team Should Know”James Robertson

Culture & Mindset Change

Questions & Discussion