When talking about Agile, Scrum and Kanban are among the most notorious frameworks. One used to hear: “I want to do Agile, let’s perform Scrum or Kanban”. Because they distinctly bring added-value to specific contexts, this is relevant to keep in mind their very own particularities.
When facing with end-users issues, some cases do not really require bringing a ‘technical’ or even a functional solution. Indeed, the key is often to let users talking and expressing their concern. Actually, they need to be listened by someone they consider as “expert”, and they need to be listened carefully.
The simple fact to describe their trouble actually solves a large part of the situation; sometimes it even solves at 100%. Because when users talk about trouble they are facing, they realize:
- either they realize they know the solution, but they have requested for support too quickly. Typically, emergency obscures clear mind.
- either they did not diagnose correctly the problem. Their explanations are a little bit confusing, so they rephrase, they ask (to themselves) new questions. Usually, this sudden brainstorming ends up with new insights that bring them the solution.
Providing support is as acting as a coach, it means having the attitude that helps users getting a solution on their own.
In a short, “active listening” is the key: listening carefully, asking relevant questions at the right moment will conduct users to solve an issue by themselves.
Some days ago, a colleague told me:
– « Some people in my department run a daily meeting of one hour, sometimes even more. No agenda, barely some actions to be taken, only debating about ideas. »
– (Me): « Why do not they use Scrum approach and especially the Daily Stand-up meeting? »
– « This would be the same problem, daily meeting is not useful. This is better to do meeting when necessary. »
– « A short (and timeboxed) meeting is very useful », here is why…
The Daily Stand-up meeting (DS) must be done in 15 minutes maximum and involve maximum 9 people. It is a mandatory components of Scrum framework and is very enriching and useful for these reasons:
More and more professionals use collaborative digital solutions to perform their daily work: intranet, wikis, blogs, shared documents, internal social media.
A high number of ‘active’ users (readers and contributors) combined with an important volume of data require reliable, maintainable and scalable system. When it comes to upgrade it with major changes, how to keep providing a satisfying User Experience to all end-users?
With two or three chapters, they give insights about how to enhance Customer Experience, and it makes me think about how I try to deliver the best User Experience when I provide solution, guidance, short training and tips to end-users.
According to my experience and all the papers I have been reading, here are five elements that compose my “Customer experience Framework“:
As usual, this weekly digital resources post covers topics like web development, webdesign and User Experience. Besides, you get also some links about video games engines libraries.
Module 4 – Usability Evaluation Techniques
Five is a balanced number to provide you with some useful links for our weekly digital resources post, what do you think of it? IoT, CSS and Moodle are on the agenda this time.
Duolingo gets success because it offers all elements for an efficient learning: