Reflection – Visualization

Challenge

I’m working in IT department of one of global leaders of FMCG industry. During all my career in IT function  I led multiple projects of software deployment as well as developing tools and applications enabling  requested business capabilities in the company. At certain point of time I started observing that almost  every project has a ‘requirements are not clear and not complete’ statement in a list of lessons learnt.  The problem is explained by a fact that business requirements normally captured in a text that explains  the business need from a business perspective and as good described as business requester can. Then  software developer or supplier reads the text and understands requirements as good as can being  grounded to own knowledge and past experience. And usually there is a difference between what  requested and what understood. Just because both requester and developer have different functional  and professional backgrounds. Of cause typically application developer or IT supplier asks extra questions  trying to clarify what is requested. This improves situation but not dramatically. At the end of the game  this drives extra cost to rework and overall frustration on both sides.

Selection

To improve situation further I demanded to add a visualization (or visual design in particular) to every  medium and high complexity requirements as a mandatory component. In addition to verbal visual design  or thinking allowed project team to think and communicate in nonverbal way and tap into a single picture  of what is requested. Depending on the type of project it could be a visualization of either process map  reflecting a vision of how future business process should flow or sketch of dashboard or visualization of  user interface (UI). For the last one (UI) I found mockup tools available in internet that simplify building  visuals every time when new UI should emerge or existing UI should be updated.

Application

Another day I led project that aimed to upgrade frontline tool for customer representative (CR) who visits  store, takes orders and does many other things at store to grow sales. The problem we tried to solve is  legacy handheld application was outdated using old devices with bad user experience. The user  experience of legacy app can’t allow to improve in store performance of CRs locking them down to spend  too much time dealing with application typing data or navigating through app rather executing value  added activity e.g. developing store.

To build new frontline tool we applied design thinking technique. We run what is analysis, spend many  hours in a field with our CRs, observing how they interact with current tool. We completed ethnographic  research and finally had several mind mapping sessions that ended up with design criteria for new app  where successful user experience was in the core. When we approached concepts development we built  a lot of visualizations including sketching and mockups of end user interfaces. Running such visual thinking  exercise we were able to identify and visualize many critical business capabilities that we’ve never seen  and thought off before. The capabilities that made user experience with the new app extremely  successful. Out of tons of visuals we selected several prototypes of a new tool that we tested then within  our end user community (with CRs who will be using new app). As a result we’ve been able to validate  new design of our frontline tool with targeted audience without writing any code but just using  visualization and mockups.

Once we developed a new app the end users (CRs) got exactly the tool they dreamed off. They got it  straightway from the first try without following redesign and rework we got used to before we started  practicing design thinking techniques and tools like visualization.

Insights & Approach

First of all using visuals of new app screens and forms allowed us to bring all stakeholders including  ultimate users to the same ground of understanding of what we were trying to do. With visualization we  did it much faster and effectively than if we would try to explain it verbally. It was amazing how fast  visualization connects different people and mindsets. At the end of the game with visuals and screen  prototypes we’ve been able to speed up overall application development process excluding further  rework and rebuild as it was before that saved our time and efforts and finally built a trust between IT  and business community

Another observation is using sketches, graphics and mockups unlocked different part of our brains adding  creativity to the team work. It allowed us to identify and imagine and then to sketch and draw many  simple creative things that improved user experience of our future app tremendously. Such small but  creative features transformed a perception of the team to the work from transactional and mechanical to  creative one. Everyone felt him/herself like a painter or art producer that added unexpected value to the  team work.

Going forward I will keep using and fostering others to use visualization in our work and projects in the  future. But it does not come alone. In combination of other tools e.g. mind mapping it bring high value.


Reflection – Visualization Challenge I ’m working in IT department of one of global leaders of FMCG industry . During all my career in IT function I led multiple projects of software deployment as well as developing tools and applications enabling requested business capabilities in the company . At certain point of time I started observing that almost every project has a ‘ requirements are not clear and not complete ’ statement in a list of lessons learnt . The problem is explained by a fact that business requirements normally captured in a text that explains the business need from a business perspective and as good described as business requester can . Then software developer or supplier reads the text and understands requirements as good as can being grounded to own knowledge and past experience . And usually there is a difference between what requested and what understood . Just because both requester and developer have different functional and professional backgrounds . Of cause typically application developer or IT supplier asks extra questions trying to clarify what is requested . This improves situation but not dramatically . At the end of the game this drives extra cost to rework and overall frustration on both sides . Selection To improve situation further I demanded to add a visualization ( or visual design in particular ) to every medium and high complexity requirements as a mandatory component . In addition to verbal visual design or thinking allowed project team to think and communicate in nonverbal way and tap into a single picture of what is requested . Depending on the type of project it could be a visualization of either process map reflecting a vision of how future business process should flow or sketch of dashboard or visualization of user interface ( UI ) . For the last one ( UI ) I found mockup tools available in internet that simplify building visuals every time when new UI should emerge or existing UI should be updated . Application Another day I led project that aimed to upgrade frontline tool for customer representative ( CR ) who visits store , takes orders and does many other things at store to grow sales . The problem we tried to solve is legacy handheld application was outdated using old devices with bad user experience . The user experience of legacy app ca n’t allow to improve in store performance of CRs locking them down to spend too much time dealing with application typing data or navigating through app rather executing value added activity e.g. developing store . To build new frontline tool we applied design thinking technique . We run what is analysis , spend many hours in a field with our CRs , observing how they interact with current tool . We completed ethnographic research and finally had several mind mapping sessions that ended up with design criteria for new app where successful user experience was in the core . When we approached concepts development we built a lot of visualizations including sketching and mockups of end user interfaces . Running such visual thinking exercise we were able to identify and visualize many critical business capabilities that we ’ve never seen and thought off before . The capabilities that made user experience with the new app extremely successful . Out of tons of visuals we selected several prototypes of a new tool that we tested then within our end user community ( with CRs who will be using new app ) . As a result we ’ve been able to validate new design of our frontline tool with targeted audience without writing any code but just using visualization and mockups . Once we developed a new app the end users ( CRs ) got exactly the tool they dreamed off . They got it straightway from the first try without following redesign and rework we got used to before we started practicing design thinking techniques and tools like visualization . Insights & Approach First of all using visuals of new app screens and forms allowed us to bring all stakeholders including ultimate users to the same ground of understanding of what we were trying to do . With visualization we did it much faster and effectively than if we would try to explain it verbally . It was amazing how fast visualization connects different people and mindsets . At the end of the game with visuals and screen prototypes we ’ve been able to speed up overall application development process excluding further rework and rebuild as it was before that saved our time and efforts and finally built a trust between IT and business community Another observation is using sketches , graphics and mockups unlocked different part of our brains adding creativity to the team work . It allowed us to identify and imagine and then to sketch and draw many simple creative things that improved user experience of our future app tremendously . Such small but creative features transformed a perception of the team to the work from transactional and mechanical to creative one . Everyone felt him / herself like a painter or art producer that added unexpected value to the team work . Going forward I will keep using and fostering others to use visualization in our work and projects in the future . But it does not come alone . In combination of other tools e.g. mind mapping it bring high value .