Today Project Introduction Design Thinking EA: New Paradigm access:Tufts Demo Tools & Takeaways Conversation

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“We can make it easier to get work done at Tufts!”

Source: http://team. tufts

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We Matter

Where do we begin? Typical approach  What tools do we have? Big iron can solve this! Let’s make it easy on ourselves and get everyone interacting directly with PeopleSoft

Empathy

The people who face the problem every day hold the key to the answer.

Actions Motivations Questions Barriers

“Design thinking is a human-centered approach to innovation that draws from the designer's toolkit to integrate the needs of people, the possibilities of technology, and the requirements for business success.” - Tim Brown, President and CEO, IDEO

Inspiration Ideation Implementation Source: IDEO Human Centered Design Field Kit Implementation

Empathy Define Ideate Prototype Test

Discovery Interpretation Ideation Experimentation Evolution

“Give us three months…”

HCD Process ITERATIVE Frame the problem Project plan Build the team Recruiting plan Research Synthesis Prototype Evaluate Refine ITERATIVE

Design Thinking Process - Inspiration Observe users Form insights – find the “why” in what you see! Group storytelling Broad insight generation – “Sometimes people will…”

UX Research - Discovery Diagonal slide of the organization: “Customers” – staff and faculty who engage in transactions (on their own behalf) Tufts Support Services who assist customers IT Help Desk support staff Managers, Directors, VP’s Contextual Inquiry

Design Thinking Process - Ideation "How Might We...?" Brainstorm Ideas Select top 2 or 3 Storyboard

IDEO’s 7 Rules for Brainstorming Defer judgment Encourage wild ideas Build on the ideas of others Stay focused on your topic Be visual One conversation at a time Go for quantity Source: https://challenges.openideo.com/blog/seven-tips-on-better-brainstorming

Design Thinking Process – Implementation Design Experiments Test Iterate

Design Thinking Process to Reframe a Problem How might we… Why do we want to do that? What is stopping us from doing that? Revise: How might we...? Has our concept of the problem changed?

Tools We Use Fly on the Wall Observation Contextual Inquiry One-On-One Interview Expert Interview Group Interview/Focus Groups 5 Why (Root Cause/Fishbone or Ishikawa Diagram) Design Charrettes Service Blueprinting

Design Charrettes

Design Charrette Current State: Rapid (individual) brainstorm on Post It notes – “Why is [process] so complex? Where are the pain points? What is it preventing us from making it easier?” (5 min.) Synthesis: Combine all members’ Post It notes and organize into groups, you can add new ones as you go, remove duplicates (5 min.) One person from each group reports out to whole room/group discussion (20 min.) Future state: Respond to the problems you've identified. Describe, on index cards, how the experience could be different! Use “How Might We…” (10 min.) Together, create a storyboard that describes the experience of initiating and completing a [process]. Start with the user experience and move to the completion of the business process. You can use specific technology references if it helps.

Analogous Inspiration

Prototyping

Architecture & Development Enterprise Architecture Relevance of Search Product Release Plans Architecture & Development

User Stories 3C’s How they were used Show our user stories See how easy it is to get started…

Development Process Agile cross adapted DAD Sprints and spikes Card wall Gantt chart as a communication vehicle

Enterprise Architecture: a New Paradigm for Tufts University FROM point-to-point system connections – expensive, difficult to maintain, constraining TO scalable and adaptable cloud-based integration: Data flow across multiple systems including legacy on premise and cloud SaaS (today). Consistent data and business rules throughout the university (future).

Search “Search is the user's lifeline for mastering complex websites” - Jakob Nielson1 Give the user the ability to “control their own destiny.” Give the user an “escape hatch” in case they get stuck. 1Nielson, Jakob. "Search: Visible and Simple." Search: Visible and Simple. May 13, 2001. Accessed March 13, 2016. https://www.nngroup.com/articles/search-visible- and-simple/.

Ongoing Process of Portal Development Select subset of process Design digital workflow solution Extract design pattern Apply to other sets of processes Release quarterly

Product Roadmap Build Base System 2-8/2016 Discovery for Component 1 9-12/2016 Build Component 1 1-6/2017 Discovery for Component 2 (or next 20 transactions) 7-10/2017 Build Component 2 8/2017-2/2018

Resources Articles: Design Kit: The Course for Human-Centered Design Design Kit: The Field Guide to Human-Centered Design 45 Design Thinking Resources for Educators  Service Design Toolkit How Might We video Books Change by Design Building Microservices Design Sprints Disciplined Agile Delivery

Thank You! Thomas W. Cox thomas.cox@tufts.edu Louis Kaczmarek louis.kaczmarek@tufts.edu