How Allstate is adopting a lean startup culture
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Pradeep Nayar
User Experience Director, Allstate
UserTesting’s on demand customer insights platform enables companies to create powerful products and exceptional customer experiences.
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Pradeep Nayar User Experience Director, Allstate
Pradeep Nayar leads human-centered initiatives to drive engagement, innovation and adoption as the User Experience Director at Allstate Insurance Company. Prior to joining Allstate, he has worked several UX leadership roles in the B2B e-commerce and media industry. His current passion for teaching (and learning) has him working as an adjunct professor at DePaul University teaching the fundamentals of user centered design to graduate students.
@designonmymind
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HOW ALLSTATE IS ADOPTING A LEAN STARTUP CULTURE
Pradeep Nayar @designonmymind
@designonmymind
WHO AM I?
Interaction DesignerDesign TinkererExperience Strategist Technology Enthusiast
16+ years working in the media, B2B e-commerce and insurance industry
Passionate about how design and technology make peoples lives better!
@designonmymind
ABOUT ALLSTATE
Founded in 1931
70,000 employees including exclusive agencies
#81 Fortune 500
$35.7 Billion Revenue in 2015
#13 Elite 100 Innovators 2016 InformationWeek
THE WORLD WAS CHANGINGBusiness Models. Design. Technology. Human Expectations.
Average Life Expectancy of a Fortune 500 company50 YEARS AGO = around 75 years
TODAY = less than 15 years
http://www.forbes.com/sites/stevedenning/2011/11/19/peggy-noonan-on-steve-jobs-and-why-big-companies-die/#733704e93e57
Waterfall
SCRUM
+
XP
WE NEED TO INNOVATE FASTER
“I’m sick and tired of design thinking. It’s time we started doing design doing.”
- Don Norman
http://uxpodcast.com/125-don-norman-part-1/\
WHAT ARE WE DOING DIFFERENTLY?
@designonmymind
PAIRED PROGRAMMING
Two pair of eyes are better than one!
Code refactoring
Test Driven Development
Continuous Deployment
Continuous Integration
Cloud Goodness!
SMALL CO-LOCATED CROSS-FUNCTIONAL TEAMSA pizza box sized team is empowered to make decisions and move quickly
@designonmymind
MINIMIZE MEETINGS
Meetings take people away from doing real work in a day
It’s a productivity killer!
Only have meetings to move teams forward
EMAIL IS DISCOURAGEDIf we can’t talk in person, the next best thing is #Slack!
Dedicated focus on solving just one engagement at a time
ONE ENGAGEMENT AT A TIME
BUILDING AN MVP
Focus on customer needs
Question assumptions
Create hypotheses
Build prototypes
Test & measure results
Pivot, Persevere or IterateMEASURE
LEARN
BUILD
TEAM STRUCTUREA Balanced Team
@designonmymind How Allstate is adopting a lean startup culture
BALANCED TEAM VALUES
18
Business
User Technology
http://www.balancedteam.org/
Create Trust
Share Experiences
Celebrate Failures
Welcome Diverse Teams
@designonmymind How Allstate is adopting a lean startup culture
BALANCED TEAM
19
Business
User Technology
+
Product Owner
Makes business decisions related to the product
Writes & maintains backlog
Removes barriers to work completion
Resolves issues & risks
Product Designer
Makes iterative design decisions based on a user-centered methods
Empathizer-in-Chief
Full-stack designer who does lean research, interaction & visual design
Helps in prioritizing feature/functionality
Product Developer
Makes technical decisions that influence & enable the solution
Test Driven Development (TDD)
Full-stack development support based on the product need
Continuous development & deployment
Anchor
Product Designer
WE ARE NOT MYTHICAL
@designonmymind
WE’RE NARWHALS!
“Unicorns of the sea”
@designonmymind How Allstate is adopting a lean startup culture
UX COMPETENCY DEBATE
23
VsSPECIALIST
“Expert craftsman”GENERALIST
“Jack of all trades”
Pair designers with complementary skills!
HOW WE SOLVE FOR IT?
@designonmymind
DESIGN CRITIQUE
When: Once a week
Peer review of designs by location
No judgement zone
Silent feedback
Valuable with people of diverse skills & backgrounds
@designonmymind
DESIGN STUDIO
When: Anytime
Everyone sketches to share different ideas
Goal-driven critique of ideas
Many ideas generated in a short period of time
Valuable with people of diverse skills & backgrounds
Focus on decisions instead of documentation
LEAN DOCUMENTATION
@designonmymind
CROSS FUNCTIONAL PAIRING
Build shared understanding
Incorporate diverse perspectives in the product
Grow empathy for each other
+
+
Product as designed
Feature prioritization & UAT
@designonmymind
PAIR ROTATION
Happens often within a project team
Helps to bring a fresh pair of eyes
Pairing reduces impact to the project
Individuals grow experience over time
About every 6 months we rotate individuals to different projects
Within a team
Because we all have days we need to be at home
REMOTE PAIRING
A TYPICAL WEEKDuring Execution
@designonmymind
ITERATION PLANNING
When: Monday
Prioritize work for the week
Clarify user stories
Get everyone on the same page
Work in pairs and clarify questions from each other as needed
PAIR UP ALL WEEK
@designonmymind
LEAN RESEARCH
When: Tuesday or Thursday
Lean validation of hypothesis with end-users
Everyone is involved in research including product managers and developers
Designers typically facilitate discussions
@designonmymind
STAKEHOLDER DEMO
When: Friday
Progress for the week is showcased to stakeholders outside the team
Everyone gets to see weekly progress
@designonmymind
TEAM RETROSPECTIVE
When: Friday
Everyone contributes & takes turn facilitating
Collective awareness of issues
Action items identified and assigned
Team health check
MAINTAIN WORK-LIFE BALANCE
8:45 AM
12 Noon
Team Standup Share status and plan for the day
8:30 AMLab StandupAfter grabbing breakfast
5:30 PM
LunchEveryone is required to stop work
3:52 PM
Wrap Up!Time to go home
Ping Pong break!Time to clear the mind
PRODUCT LIFECYCLE
@designonmymind How Allstate is adopting a lean startup culture
OVERALL PROCESS
39
SCOPING DISCOVER INCEPTION EXECUTION EVALUATION
Define and gain consensus on the business & user problem
Identify Goals Risks Assumptions
Actors High-Level Epics
Understand the problem
Understand Users
User Interviews
Contextual Inquiry
Generative Interviews
Understand Business
Stakeholder Interviews
Competitive Analysis
Business Model Canvas
Understand Tech Stack
Integrations Research
FRAMING
Conceptually solve the problem
Understand Users
User Personas
Design Insights
Scenarios
Concept Wireframes
Concept Usability Testing
Understand Business
Define & prioritize features
Understand Tech Stack
Basic App Creation
Come together as a project team
Clarify team roles & responsibilities
Identify goals, risks and anti-goals
Create persona driven user stories that map to epics Prioritize the backlog
Once the initial product is released, it should be continually monitored and evaluated
Desired changes can then be prioritized within the backlog
Allows the team to manage velocity and execute upon the project iteratively
Product designers should always be ahead of development
Usability testing should be repeated on a regular cadence throughout the iteration
THE JOURNEY HAS JUST BEGUN
@designonmymind
CONTINUOUS LEARNING
Bootcamps
Lunch & Learns
Learn Day!
@designonmymind
LAB LOCATIONS
Chicago Northbrook Tempe Belfast (N. Ireland) Derry (N. Ireland)
Beflast (Northern Ireland) Northbrook
TempeChicago
“The two things people hate most is change and the way things are.”
- Anonymous
Special Thanks to Erik Pedersen
Laura McGarrity Steph Ryter
Amazing Illustrations by Christopher Holm-Hansen
Aditya Dipankar Artem Kovyazin Tom Dell’Aringa
Oliviu Stoian Dan Boysen Scott Lewis
Lil Squid SBet
THANK YOU.Questions, comments & feedback Please contact @designonmymind
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