1. The Three Friends of Product Development: Service Design, Lean Startup and Agile Development Bruce Scharlau University of Aberdeen @scharlau b.scharlau@abdn.ac.uk

2. We need your help today I Which projects are you working on now? Theory works better with praxis, so we need your input to create some real scenarios.

3. Product development can be difficult What problems are you facing now? Which questions don’t you know the answer to?

4. Everything needs to come together Multiple channels need to coordinate … You need to release value during development … You need to decide what to build now, and what can wait …

5. Often it doesn’t come together You build something and no one comes as it wasn’t what they wanted … There can be many problems: You know different things now, than you did at the start of the product development …

6. We need your help today II Which problems do you have with your product development?

7. Use the three processes together Lean ensures you’re solving the right problem – what’s needed, not what you ‘think’ is needed Service design ensures you solve a problem usefully – an end to end system meeting customer and business needs Agile ensures a good manner to solving the problem – build quality into code

8. The three processes provide ‘fail fast’ approaches to development We plan our expected outcome. We do the planned process. We check the actual output against expected outcome. We act on any results.

9. Service design ensures you solve a problem usefully Jani Modig http://www.slideshare.net/hyperisland/experience-designmodig

10. Service design is end-to-end experience Service design “considers the end to end service journey across all channels and touch points not only from a customer, but also from organisational perspective.“ Jani Modig http://www.slideshare.net/hyperisland/experience-designmodig

11. Service design captures end user issues IDEO: Human Centred Design Toolkit

12. Some possible service design options http://www.slideshare.net/festivalsla b/full-toolset?related=1

13. We need your help today III Which stakeholder should you talk to about your project and get their input? What do you want to know from them?

14. Service design enables better solutions IDEO: Human Centred Design Toolkit

15. Lean ensures you’re solving the right problem

16. The Lean approach seeks to reduce waste It looks to prevent re-work, shorten queues, and building unnecessary components, as well as to not spend time doing what is not needed.

17. Three Projects A B C D E F G H I 1, 2, 3, 4, 5, 6, 7, 8, 9,10 i ii iii iv v vi vii viii ix x Two Ways 1.Work on 1 project at a time A B C D … 2.Work on all three projects at a time. A 1 i B … Calibration exercise in multi-tasking How much of your capacity is wasted? 5% 10% 20% 30% 40% ???? Source: http://www.clarkeching.comhttp://www.clarkeching.com http://www.rollingrocksdownhill.com/

18. Lean approaches challenge assumptions Failure to correctly quantify economics Blindness to queues Worship of efficiency Hostility to variability Worship of conformance Institutionalisation of large batch sizes Absence of Work in Progress constraints Managing of timelines instead of queues

19. Lean approaches improve throughput Lean helps reduce the amount of ‘in production’ work to achieve greater throughput of finished work See Donald Reinertsen and Clarke Ching

20. We need your help today IV Where might you be queuing software in your system? What could you possibly do to speed up throughput?

21. Agile ensures a good manner to solving the problem 5 days All possible features Prioritized current work Sprint Working increment of the software 24 h

22. Agile software development is incremental and iterative Requirements and solutions evolve through collaboration between self-organizing, cross- functional teams. It promotes adaptive planning, evolutionary development, early delivery, continuous improvement, and encourages rapid and flexible response to change.

23. Agile brings people into the process http://agilemanifesto.org Our highest priority is to satisfy the customer through early and continuous delivery of valuable software.

24. Agile practices enable faster development and return http://blog.jonasbandi.net/2014_10_01_archive.html

25. We need your help today V How might you start to deliver working software sooner? How might you bring your customers more regularly into your development process?

26. Product development doesn’t have to be difficult Source: Gough, S., Hormess, ME. & St John Lawrence, A. Scharlau, BA. (2014). 'Service Design, Agile and Lean Startup: A discussion about bringing together different disciplines’. Touchpoint: The Journal of Service Design, vol 6, no. 3, pp. 48-53.

27. Use service design, lean and agile approaches together http://secure.nordstrominnovationlab.com/pages/our _process_told_as_our_team_s_timeline

28. The three approaches compliment one another They help deliver value in conditions of extreme uncertainty. They provide validated learning. They start small, fail forward, and minimize waste.

29. Start using them together for better results Bruce Scharlau, University of Aberdeen b.scharlau@abdn.ac.uk @scharlau