dancingmango

How long does it take to start. I mean really start?

Let’s assume that you are not bought into the whole agile thing.  That doesn’t mean you can’t look at your IT organisation and identify waste and fat in the process.  How long does it take from the business having an idea and requesting IT to build something to the developers actually starting to code?

This seems to be common: The initial ‘idea’ is fed into the PMO team, it is documented with a high level scope, rough business case and napkin estimate of +/- 100%.  Elapsed time (i.e. the time from the first email or conversation requesting the requirement through to the initial scope document being circulated and approved): two weeks, value added time (i.e. the time actually spent thinking, doing or deciding); two hours.  The project, having gained approval in principle, is then prioritised.  Some organisations actively monitor thier project protfolio, others do it annually, with the business having to put in project requests when the budgets are set.  Mid-cycle and the project is unlikely to take off.

Let’s assume PMO agree the value of the project, next step is high level design.  Analysts capture high level requirements, ascertain what the business really wants and refine the business case further.  IT puts some high level estimates against the requirements, with a +/- 80% confidence.  Elapsed time: eight weeks.  Value added time two weeks.  With a refined business case to take to PMO or the steering commitee all that has changed now is that we have some more detail and a guess on what it might cost.  We are ten weeks down the road and we still have not made a decision whether the project will commence.  This due dilligence is notionally about reducing risk and keeping costs in check, but in reality, what value has been added?

Now it is time for detailed design.  Another (elapsed time) eight weeks of analysis, drilling down into the requirements.  Documentation follows workshops, only now the specification is no longer speaking the language of the business.  Use cases, UML, it’s all getting slightly technical and the business are not really sure what they are reviewing.  Let’s call it another couple of weeks of actual value that is added.

Eighteen weeks elapsed time, countless meetings, momentum and still no decision on whether project will start, let alone a line of code being written.  But the business case is really taking shape and IT have got the estimates down to a 20% confidence limit.

The project gets the go-ahead, but it is not yet time to start coding.  Technical design needs to take place, four weeks of architects architecting and documenting the spec.  Six months has elapsed (of which maybe a month was actually doing stuff that positively contributed to the success of the delivery) and finally the developers start writing code.

What value did that six months deliver?  Requirements, design, business and estimates.  Yet we all know that the requirements will change, and with that the business case.  The estimates will be way out, but we’ll justify the process of estimation because they would have been right it the requirements hadn’t change during the build…

Knocking the process is easy.  What’s the alternative? Start with a burning desire to release something of value at the earliest responsible moment.  Get the business in the same room as the analysts and the architects and get them to articulate their vision.  Use personas and more importantly scenarios and customer journeys to drive out the business vision.  Ask the analyst to capture the business intents on index cards.  Lots of whiteboarding, visualisation and pictures to inform the thinking.  Don’t dwell on the detail, this is about capturing the intent of the system, what are the desired outcomes that it will deliver, how will it impact the lives of all the people who will touch it.  Next step is to prioritise these outcomes.  Collate these into the minimum set that would make a coherent and compelling product that you could go to market with.  For the business case make basic assumptions on the revenue that this feature set will deliver (or what costs it will save) and ask the architects and developers in the room to do some high level estimates.  The whole process should take no more than a week (you could get a first cut done in a couple of days) and there is your initial business case.  If we accept that estimates are little better than guesses and things will change anyway, if we have an initial realisable goal that we have demonstrated will deliver value, why not go straight into development.  By actually ‘doing’ you will minimise risks that you can only predict on paper, and value will be delivered so much quicker, indeed you should be able to have something to market, generating revenue in the same timescales that you otherwise spent planning and analysing.  And if you still want to do waterfall, you’ve got a smaller number of requirements to analyse and design for, again, delivering value sooner.

Someone should talk to the minister about agile

So another government IT project fails to deliver.  The National Offender Management Information System had been budgetted to cost £234m (total lifetime cost) and take four years to complete.  Three years in and the costs had spiralled, with a new lifetime project cost estimated at £690m.  The plug was pulled and a new three year project at the cost of £513m was commenced.  Poor project management was blamed, but I’d go further and blame the project approach as well.  The Minister responsible says why;

“As soon as the extent of the projected costs and delays to the project were recognised, we took immediate steps to halt the project and consider the most cost-effective way forward which effectively preserved the work done to date”

So let’s get this straight:

It took three years to recognise that a project to implement a single database had gone wrong. 

Contrast this to an agile project where progress, costs and risks are continuously monitored.  But what does the goverment do?  Continue with the same approach as before with some new project managers on the job.  And wait another three years before any value will be delivered.

The user journey

“Faster, slicker, easier to use.  That’s how we sold it to the business.”  It is a common theme, IT have a system that is costly to maintain, hard to extend, is on a dated platform and no longer fit for purpose.  The business are persuaded of the need for a replacement.

This is what happened at an organisation I recently visited.  But it didn’t quite go to plan.  A number of years later and they’ve got an application that is slower, uglier and harder to use.  What happened was the business intent was distilled into requirements (based upon the existing functionality).  Each requirement was captured as a control on a screen.  These were bundled up and sent to India for coding, and the developers went and built a bunch of screens.  They considered interface design but not interaction design.  They focussed upon technical processes rather than user journeys and the resultant deliverable was something that functionally ticked all the boxes (it did what the specifications said it should do) but was ultimately rejected by the people it was intended to help. The code may have been great but that meant little to the business who found the application a pig to use.  Another failed multi-million dollar IT project.

User interface design is more than just screen design, it is about the journey the user takes to accomplish their goals.  Remembering that could have saved this particular organisation a lot of money.

What is the story?

One of the problems with IT development is that it is tactical and piecemeal in its approach. Functionality is added in response to competitor or broader market activity. Expect to see an increasing number of brands doing something ’social’ (and tactical) on the web, but don’t expect these new initiatives to be (strategic) seamlessly integrated into the existing digital channel offering.

This piecemeal approach extends to larger initiatives as well. In refreshing the website or developing new digital channels such as mobile and TV, IT will typically build out features and functionality prioritised upon their perceived individual business value regardless of what the sum value of the proposed release is. (Focusing all your effort of building functionality that delivers to your bottom line will seldom be as successful as you predict if it is not supported by features that meet the customers needs).

So when it comes to thinking about new features and functionality, where’s the best place to start? I’d suggest collaboratively, thinking around the customer. Collaboration is important to ensure that everyone starts with the same vision. It needs to be shared it with the broader audience, the product teams, IT; anyone whose day to life life will be touched by the project when it starts. I’d argue that you cannot start this soon enough. You don’t need to spend time doing analysis, interviewing all stakeholders individually, coming up with a document that is circulated and reviewed and re-written (with all the delays and waste that such a process incurs). Start the process getting all those stakeholders off-site for an afternoon and get the thoughts out on the table.

Commence with a presentation that introduces thinking in terms of customers and customer journeys. The below SlideShare presentation does this for the airline industry, addressing a new customer experience across channels. I acknowledge that it is pretty simple and doesn’t touch on half the ideas that airline executives may have. That is the point, it is just enough to get people thinking about different customer types and their touchpoints without getting bogged down in detail. This is what we want the participants of the off-site to share.

Once we’ve been through the presentation we break out into small groups a, each taking an individual customer (or persona) and build up a story; a day in the life of… (It is important not to forget the internal users of the system). These breakouts last 15-20 minutes with ten minutes for the team to play back their findings. As they build out a richer picture of the customer interactions they are asked to sketch out what the user interfaces may look like. The process is rapid, intense and iterative, but always focussing upon the customer journey; how will the customer realise their goals. When the teams tell their stories an analyst captures the essence of the requirements on index cards. The final exercise is to lay all these cards on the table and ask the team to group them into similar areas then prioritise them according to their perceived importance. In an afternoon you will have achieved four things. Firstly, you will have captured a vision for the new product in less than a day, with all stakeholders understanding not only the vision itself, but also the process that developed it and the concerns and issues that different parts of the business have with it. Secondly you will have an initial prioritised roadmap for its development. This will change, but it is a good strawman to circulate. Thirdly you will have introduced all the stakeholders together – projects succeed or fail based upon the strength of relationships and getting people engaged from the start will go a long way to creating shared ownership. And finally you will have generated energy, engagement and traction; to do the business case and to get the project started, recognising that just one part of the business having a vision is not going to bring it to the life that they dream.

How are you managing the change?

To the development team ‘change’ relates to scope and requirements within the project, but change runs far deeper than that.

A question that I am often asked is how do you manage business change on agile projects. Release regular and often is an often quoted mantra, but what does that mean to the business where rolling new software across the large, multi-site organisation? How do you manage the piecemeal introduction of new technology, features and functions to hundreds or thousands of people, many levels removed from the project across remote offices and geographical locations? How do you ensure the recipients of the new technology rapidly adopt it and accept the change, even when change is occurring every few months.

What are the financial and human performance implications of each new release in terms of training, productivity and morale? What is the overall burden on people in frequent change?

The reality is that it is not unusual for projects deemed successful by IT and the immediate business team to ultimately fail when released to the broader organisation. Effective change management can be even more important when an organisation adopts agile software delivery.

An analogy as an example. If I expect a screwdriver and you only give me a cross-headed screwdriver when I really want a flat head one I am going to be unhappy. The core team may have prioritised the cross-headed one first for good reason, a flat headed one maybe coming just round the corner, but if you don’t deliver to my expectations I am going to be unhappy. Worse, I am likely to become resistant to future change and less likely willingly cooperate with the uptake of future releases, even if they do start to deliver to my needs.

Keep it on the shelf
The first point is that regular and often does not necessarily mean release to production for the entire organisation or marketplace. Running a number of internal releases, keeping them on the shelf until a complete and marketable product is ready is a strategy often employed. Significant value can be accrued by getting tested and working software into a pre-production environment and held “on the shelf” awaiting a full release. This maybe a UAT environment where a limited number of stakeholders test the functionality in an ‘as-live’ environment. Or it maybe a beta release to a small, selected number of interested people (e.g. a ‘friendly user trail’). This can often pay dividends with usability issues and minor gripes being picked up and addressed before a major roll-out.

Communication
Let’s assume that the team wants to roll out the application early and often to the whole target population. Critical to the success of managing the business change is communication. It is important to manage expectations on a timely and appropriate manner. Explain what the upcoming release will do and more importantly what it will not do (and when it will do it). Keep all stakeholders informed of the project progress (setting up a project blog can be a cheap and easy way of letting interested people know of progress), yammer maybe another way of broadcasting updates and information. Having a release count-down can also prepare stakeholders for the change. The techniques can be googled, the important thing is to communicate and manage the expectations (and be ready for inbound questions and comment after go-live).

Adaptable user interface
It is not unusual for the core team to drive for as much functionality as possible in the first release, considering UI enhancements as ‘nice to haves’ and consigning them to later releases. This is a false economy. Consider the cost of training and lost productivity through a hard to use interface. Now multiply that across multiple releases that focus upon utility before usability. Delivering a first release that is self contained and compelling will go a long way to driving organisational buy-in of the new application and greater acceptance of future change. (Jeff Patton writes some great stuff on using story maps to explain what the system should do. Using these will help focus on complete and useful slices through the application rather than random features that are perceived to be of value but do not make a coherent product).

A new user interface, however well designed will inevitably take time to learn the first time it is used. The challenge is with each subsequent release to introduce funcitonality and interactions that leverages the users existing mental model of the application, building upon what has been already been learned. Starting with the end-state, wireframes that articulate the final application then trimming out features, feields and controls to represent each notional release can be a good way of ensuring a UI that will scale as new functionality is added.

Agile organisation
Ultimately the most successful way of introducing agile is to build a beta culture with everyone as agents of change across the whole organisaiton. More importantly change becomes a cycle of learning and continuous improvement. And here I’ll borrow this most excellent graphic from David Armano. David compares what he calls conventional and unconventional marketing but the parallel with software development is obvious. His iterative cycle is “plan-design-launch-measure” but that is not a million miles away from the lean philosophy of “plan-do-check-act”. And critical to the journey is the learning cycle between iterations.

Where’s the vision

Experience suggests that a project without a vision is like a rudderless ship. A clear vision from the start is essential to the success of a project. It is like the corporate mission statement. It is not the project objectives (objectives are generally SMART – you shouldn’t be looking to measure the vision), rather an articulation of how the end goal of the project will touch the lives of it’s ultimate recipients; the customer or the user. What the project will do for them (not the business, not for IT, but the customer, consumer or user).

The first step then is to get the vision agreed on. Luke Hohmann’s innovation games such as product in a box are a good way of distilling the vision. Next step is to keep it live and visible. Don’t just have it buried away in the project Wiki, but have it stuck on the walls where the team work. And then use it as a frame of reference when those difficult questions arise around scope and priorities.

Why is this important? (Via Leisa Reichelt), Peter Merholz shows how Google started out with a vision for their calendar.

The vision…

And what it meant for the product when it went to market…

Google didn’t start with a bunch of features of functionality (“Drop dead simple to get information into the calendar” – that’s hardly a requirement any BA would be proud of), but by having this vision, a statement of what the product would mean to the end user, and referrring back to it when scope or design decisions had to be made, they ensured that the end product delivered real quantifiable value.

What if an RFP was an Open Day?

We recently completed writing a response to an RFP. It weighed in at just under 100 pages with almost 34,000 words. OK, so there was a lot of copying and pasting going on, but that is not an insignificant amount of effort. Multiply that by the number of suppliers who were invited to respond; add the time taken for the client to produce the RFP itself, then review responses and answer questions and it is clear that RFPs consumes a lot of everybody’s time. With the winner taking all, that is a lot of wasted effort. But hold! That is only the first stage! The list of suppliers is whittled down and a beauty parade follows. Yet more effort is spent by two or three vendors turning their word document into a bunch of PowerPoint slides. A favoured supplier is identified and a process of negotiation follows, based upon estimates and what little information the supplier knows. Finally the supplier is selected, inevitably their are surprises on both sides when the engagement starts.

So the RFP process is a standard (but inefficient) way of doing business. What if it was done a different way?

One of the more significant decisions you make in your life (if you have children) is where you will send them to school. It is not a decision you make lightly as it will have a major influence on how your child grows up in the world. In the UK the government provides data (league tables) but this can only tell you so much; there is more to education that the statistics tell (which are historical and do not necessarily reflect the current reality your child is going to face). You will probably ask around – seek the wisdom of the crowd. Undoubtedly the community can identify good schools and bad schools. But the best judge of a school is to go there, to look around, to meet the teachers, to see the children. Do you trust the leadership of the head? Would you be happy for this person to teach your child, would you like your child to play in this playground, (and more importantly) grow up with these children?

So why not apply this thinking when looking for a supplier to build you an application? At the end of the day, projects succeed on personalities and relationships. Will the vendor get on with the buyer? The RFP tells you little about that. What if the RFP process was like seeking a school for your child? What if you had a project open day where you welcomed suppliers in, got to meet them, and maybe even got them to compete against each other.

What if you had three intense days when the business, IT and prospective invited suppliers come together to define the project and complete against each other in teams to come up with the “best” solution.

What if you provide the suppliers with details of what you are looking to achieve and request a basic qualifier – company details, profitability etc (the stuff that goes on every RFP) and a list of clients they have built similar products for (not exceeding one page of A4 per client). And for costings you ask them to provide you with their proposed rate card.

What if you then invite all suppliers to a large venue with a space for everyone to gather, and break out areas for the individual suppliers to work in. You start with background and presentations from the business and from IT. You tell the story of what you want, the vision, a description of the current technology, constraints, assumptions, known risks, integration points, etc. You provide some initial direction as a large group, but then breakout into supplier teams, interspersing each team with your people – from IT and the business. You provide technology (access to your systems, whatever is needed) and domain expertise. What happens next is up to the suppliers. They then have two days to impress.

What if at the end of each day each supplier presents their output to the whole group. The following morning you outline what you like of the outputs and ask the teams to take that as input to work on. Then at the end of the last day each vendor puts in an anonymous sealed envelope with their estimate (resources required to build the application). Can this triangulation technique be any less accurate than the estimate given on the back of several pages specification in an RPP?

If we accept that IT projects are about people, implemented by people, then the benefit of this approach is that you get to work with the supplier and experience the relationship first hand, rather than through documents and practiced PowerPoint presentations. And for the supplier it reduces the time taken to respond and will be more enjoyable for those involved. After all, don’t people prefer to do rather than write about what they do?

Bag of risk

I’ve only thought of blogging about Lois Vuitton once before and that was on how they positively encourage queueing outside their stores during busy periods. It’s a pretty strong brand that can tell its customer to hang about before being allowed to come in and shop.

This time I’m not blogging about them in a positive light, and nor are many others. Jeremiah Owyang describes the situation they are in well. Their brand has been hijacked by Nadia Plesner, an artist trying to raise awareness about Darfur and how the media considers Paris Hilton with her “designer bags and ugly dogs” to be more worthy of attention than genocide in Darfur. She uses an image of a LV bag in her T-shirts. LV take offence and sue, she refuses to budge and suddenly the image, the issue and LV all hit the spot-light. And in this David and Goliath contest, who is going to come out worst? There can only be one looser.

So why didn’t LV just ignore it, or even as Jeremiah suggests, harness the issue, turn it into a conversation that would paint them in a good light? I’ll argue that it is because they don’t understand risk.

There was always a risk to the brand be de-valued by being associated by asociation with Dafur. And this is what the marketing and legal team jumped on with such zeal. Did no-one think about the risk to the brand of turning this into the issue it has become on the web? Laying out the options and doing a risk analysis would have been a worthy exercise.

Option 1. Assess the global impact of nadia plesner, assume it is minimal and do nothing. Risk to brand: minimal.

Option 2. Follow standard route of brand defamation and sue. Ignore association with ‘good cause’, ignore blogosphere. Risk to brand: potentially significant.

Sadly, it seems that LV ignored the whole concept of risk and went with the default option – sue. They are not alone in failing to assess the risks properly before pursuing a course of action. In IT this approach is endemic. Where is the greater risk? Placing all your eggs in one basket, investing heavily in a desired outcome that will be many months before it sees the light of day. Or take a more gradual approach, investing ‘just enough’ to get ‘just enough’, ‘just in time’. The latter approach is lean and agile. A good agile project is a lesson in risk management, building resillience into the process and testing options as you go. It is organic and evolutionary, (rather like nature), as opposed to the plan and control approach of waterfall which is brittle and will struggle to react to or accommodate risk appropriately. I should write more but there is a day’s work ahead.

Cutting waste: dump PowerPoint and invest in a camera

So you’ve run a workshop and generated ideas. There’s a list of points on the flipchart and diagrams on the whiteboard. What now? Write it all up in Word or commit the drawings to PowerPoint?

Stop! Ask yourself why you are doing this? Is it just to record the ideas, to socialise back to the group involved in the workshop? Creating PowerPoint slides is not always an inconsiderable effort. It takes time. That effort is waste.

Think of the purpose of what you are doing. Then take photographs of the flipcharts and whiteboard diagrams, paste them into PowerPoint, and think of how much time and effort you have just saved.

Paired introductions

Starting a meeting or workshop with new people will almost certainly commence with introductions.  Usually I will ask participants to say not only who they are and what department they are from, but also why they think they are at the meeting.  If someone is not sure, or says “because my boss told me to attend” there might be an issue.

Last week I attended a workshop run by a couple of our developers from China.  Because paired programming is a fundamental practice to what we do, they asked the participants to do paired introductions.  Participants paired, were offered a minute to talk to each other and then introduce their colleague.  Because the team already knew each other, they didn’t need the minute to prepare.  As each participant introduced his colleague, he emphasised the persons strengths and good points.  At the end of the introductions there was a tremendously positive vibe in the room which set the meeting up for success.  It might have taken a little longer than just doing the straight introductions, but the value was clear; get people to introduce their colleagues – it breaks the ice, promotes the positive (and as a facilitator gives you another hook by which to remember people).