You'll learn: How to adapt user research and strategy methods for Agile timelines How to turn research insights into a cohesive product strategy Useful activities for “just enough research”

1. COLLABORATIVE
PRODUCT DISCOVERY
AT FJORD
ESSI SALONEN | JUNE 16 2017
Case study: Child Welfare Services

2. Hi !
I’m Essi Salonen

3. WORK I N G AT FJORD

4. TODAY
RESEARCH SHORT TIMELINE SCRUM COLLABORATION PROTOTYPE

5. CASE STUDY
CHILD WELFARE
SERVICES

6. THE BRI EF
VIEW FACILITIES
COMMUNICATE
MANAGE PROFILE
WORKING PROTOTYPE

7. RE-DISCOVER
DESIGN
RE-DESCRIBE
DESCRIBE
SPRINT CYCLES
P ROCESS
DISCOVER
SPRINT 0
ITERATIVE DELIVERY
HYPOTHESIZE
FORM INSIGHTS
OBSERVE PEOPLE
DEFINE THE CHALLENGE
DELIVER

8. TI M ELI N E & P LA N
DESKTOP/TABLET WIREFRAMES
MOBILE WIREFRAMES
QA TESTING
DEV ENVIRONMENT SET-UP
ITERATIVE DEVELOPMENT
TEST PLANNING
DEFECT RESOLUTION
PROCESS DOCUMENTATION
FRI MON TUE WED THU FRI MON TUE WED THU FRI MON TUE WED THU
DEFINE VISUAL STYLE
SCREEN DESIGN/ITERATION
VALIDATION
FINAL USER STORIES
WEEK 2WEEK 1 WEEK 3
INTERVIEWS

9. TEA M TAS KS

10. TEA M ROLES
Back End
Developer
Front End
Developer
Scrum Master
DevOps
Engineer
Delivery Lead
Technical
Architect
Interaction
Designer
Visual DesignerProduct
Manager

11. TEA M N ORM S :
DAY-TO- DAY CO M M U N I CATI O N
For day-to-day communication and status updates, we
relied on HipChat and JIRA to track progress.

12. DISCOVER

13. DISCOVER
DESIGN
DESCRIBE
SPRINT CYCLES
DI S COV ER
SPRINT 0
ITERATIVE DELIVERY
HYPOTHESIZE
FORM INSIGHTS
OBSERVE PEOPLE
DEFINE THE CHALLENGE

14. DI S COV ER
ACTIVITIES
Stakeholder interviews
Secondary research
Comparative audit
User interviews

15. DISCOVER
DESIGN
DESCRIBE
SPRINT CYCLESSPRINT 0
ITERATIVE DELIVERY
HYPOTHESIZE
FORM INSIGHTS
OBSERVE PEOPLE
DEFINE THE CHALLENGE
KEY ACTIVITIES
Interviews with Experts
Parent Survey
Research Synthesis
DI S COV ER

16. I N TERVI EW
HOW TO’S
1. Set a goal for your interviews:
what is it you need to uncover.
2. Understand what kind of people
are relevant.
3. 20% questions, 80% listening.
4. Keep asking why.
IT IS BETTER TO INTERVIEW EVEN
JUST ONE PERSON VERSUS NONE.

17. JANAY
Clinical Social Worker
Former foster child
LISA
Independent Social
Services Consultant

18. I N TERVI EW TA K E -AWAYS
“When you design this, make it like for
a fourth-grader. You don’t want it to be
complicated at all.”
“They [the parents] are in total crisis.
We need it to be soothing, and easy.”
LISA
Independent Social Services Consultant

19. JANAY
Clinical Social Worker
Former foster child
“They [the parents] aren’t in a positive
place. It should be calming, not too
energetic.”
“I would use an easy font with big text.
You’ll be often dealing with people
who have altered state of mind.”
I N TERVI EW TA K E -AWAYS

20. 1. Maintain child’s home routines.
2. Inform parents about the foster
care process.
3. Families prefer face to face
communication.
S URVEY
TAKE-AWAYS

21. DI S COV ER
SYNTHESIS & STRATEGY BUILDING
PATTERNS GAPS OPPORTUNITIES

22. DI S COV ER
SYNTHESIS & STRATEGY BUILDING
C O N T E N T & F E AT U R E S I N T E R AC T I O N S LO O K & F E E L
• Soothing
• Calm
• Clear
• Enter Housing Criteria for
Child
• FFAs By Location
• Recommend Agencies
• Chat with Caseworker
• Educational Onboarding
• Extremely Simple
• Large text
• Large click/tap zones
• Straightforward interface
• Well-known patterns
Based on our research, we defined goals for what the portal
should do, how it will work, and how it will feel.

23. DESCRIBE

24. DISCOVER
DESIGN
DESCRIBE
SPRINT CYCLESSPRINT 0
ITERATIVE DELIVERY
HYPOTHESIZE
FORM INSIGHTS
OBSERVE PEOPLE
DEFINE THE CHALLENGE
DES CRI B E

25. Personas
Journey mapping
Ideation & co-creation
Sketching
Prototyping
DES CRI B E
ACTIVITIES

28. DISCOVER
DESIGN
DESCRIBE
SPRINT CYCLESSPRINT 0
ITERATIVE DELIVERY
HYPOTHESIZE
FORM INSIGHTS
OBSERVE PEOPLE
DEFINE THE CHALLENGE
DES CRI B E
K E Y A C T I V I T I E S
Sketch Creation
Click-through prototypes
Concept Validation

29. Jaden’s online profile
Caseworker Lisa sends
email to Janay
Janay signs in to
the portal
S CEN A RI O
JANAY,
SINGLE PARENT

30. S K ETCHES & WI RES

31. Welcome Screen FFAs by location Agency Detail Parents Portal Home
CO N CEP T WI REFRA M ES V1

32. “Ask them ‘what is the family makeup that
your child is used to’ … what type of home? …
Do they shower before bed or in the morning?
Did they share a bed with someone?
Solution: updated selection items to family
organization, bed and bath times.
CO N CEP T VA LI DATI O N
JANAY
Clinical Social Worker
Former CPS Social Worker
Former foster child

33. “Many parents don’t have cars… [Parents] want an
FFA that’s close to them because they’ll be walking
or taking the bus there.”
“A lot of times, parents become homeless as a
result of the intervention, and they go and stay
with a friend or family member.”
Solution: Default FFA list to within 5 miles. Give
option for parents to update their location, as it
may change.
CO N CEP T VA LI DATI O N
JANAY
Clinical Social Worker
Former CPS Social Worker
Former foster child

34. DISCOVER
DESIGN
DESCRIBE
DESCRIBE
SPRINT CYCLES
P ROCESS
DISCOVER
SPRINT 0
ITERATIVE DELIVERY
HYPOTHESIZE
FORM INSIGHTS
OBSERVE PEOPLE
DEFINE THE CHALLENGE
DELIVER

35. TA K EAWAYS
Research informs new product ideas
Better to interview just one person versus none
Value in validation
Design is co-creation

36. LOOK I N G BACK

37. THANK YOU.

38. APPENDIX

39. VI S UA L DES I G N
Welcome Screen FFAs by location Agency Detail Parents Portal Home