Lean UX: Building Products People Want at a Speed They Expect

Jeremy BirdUser Experience ManagerOmadi, Inc.

@jeremybird276

Built to help tow companies manage their business

It is difficult for design to truly stay ahead

Focus is on output (“what was our velocity this sprint”)

A lot of waste is created by working separately.

It flat-out takes longer.

Why is product development done this way?

Heavy documentation & deliverable-based.

User feedback had to be post-release

Why do we still build products this way?

Today we face a new reality

Mobile devices, wearbles, IoT, VR/AR, has changed how we consume software.

Fierce competition

Continuous Discovery

Barrier to entry is very low

Faced with these new threats, ‘get it all figured out first’ approaches are simply not workable.

1. Individuals/interactions over processes and tools

2. Working software over comprehensive docs

3. Customer collaboration over contract negotiation

4. Responding to change over following a plan

Cross-functional teams

Small, dedicated, collocated

Self-sufficient & empowered

Problem-focused teams

Moving from doubt to certainty

Progress = outcomes, not output

Shared understanding

No rockstars, gurus, or ninjas

Permission to fail

Small batch size

Continuous discovery

Getting out of the building

Externalizing your work

Making over analysis

Get out of the deliverables business

Code Notes/Observation CustomerCode Needtotakepicturesanduploadthemasfastaspossiblebecauseoftime. SlickRockCode Theycouldgopaperless,buttheydont haveaprinter.Theywantaprinterbutthisisaninternalcompanystruggle. SlickRock

CodeWhentheytakeapicturewiththemobilephone,theycanonly uploadonepicutre atatimeintoOmadi.Wouldliketobeabletouploadmultiplepicsatatime. SlickRock

Code Doesn'tusethemapfeatureintheapp.LooksupthepropertyaddressinOmadi thenputsintheaddressinGoogleMaps SlickRock

CodeUsesphonetocallintodispatchimmediatelyaftercallbecausedrivermightshowupwithin30minofthetowandthedriverneedstocreateaDMVrequestforthat SlickRock

CodePropertiesareputonrestrictionsattimes,butthedriversaidtheseneverjustdisappearautomaticallyaftertherestrictiondateispassed.Driverslosetimefortowingbecausetheyphysicallyhavetoverifyifapropertyisstillonrestriction,etc. SlickRock

Code Parkinglotofanapartmentcomplex SlickRock

CodeWhenwearrivedatoneoftheparkinglots,wecouldn'tlegallygetoutofthecarbecausewedidn'thaveidentificationshowing wewereauthorizedtopatrol UPE

Code Doesn'trecordjobsdirectlyinOmadi butinsteadrecordsthemwhenhe'soffsite,suchasastoplightoranotherparkinglot UPECode PPI,PD,COD- Thedrivershardlytouchanythingelseontheapp.Theystillenterlotsofinfoviapaperinvoices. SlickRockCode Licenseplate#&state,vehiclecolor SlickRockCode Putsreferencenumberin"notes" SlickRockCode Video,photos(notrequired),account,vehiclemake,model,color,licenseplatestateand#,violation,boot# UPECode NeverfillsinVINonthebootformbecauseit'snotneededforhisjob.Towerswilluseit,butnothim. UPECode TheydomostlyPPIandarepaidoncommission.Themorecarstheycantowinashift,thebettertheearningpotential. SlickRockCode Getoffpropertyassoonaspossiblebecausethat'showyougetpaid SlickRockCode Knowwhichyardsarefulltoknowwheretotakethevehicle.Driverhadtocallhismanagerandbetoldwheretotakeit. SlickRockGO Notdamagetruckorvehiclebecauseitcomesoutofdrivers'paycheck. SlickRockGO Reducepaperwork/hassleasmuchaspossible.Youhaveasetamountoftimetogetasmanytowsdoneaspossible. SlickRockGO Knowwhichpropertiespaywell&thetimeframestheyhavethemosttraffictomaximizecommissions. SlickRockGO Easilyknowwhichpropertieshaverestrictions SlickRockGO Whenbooting,youhavetofilmtheviolationbecauselawrequiresit UPEGO Driversarepaidbyboot,sotheywanttogetdonew/abootASAPbecausetimeismoney UPEGO Driver'spayispurelycommissionbased,sohisgoalistodoasmanyjobsduringashiftaspossible UPE

GODriver'sgoalistoknowhowmuchthey'vemadeinanight.Becausecommissionsaretaxedmore,he'dliketoknowhowmuchhisnetincomeiseverynight. UPE

GO Thegoalforrecordingthevideosistoproveyouaren'tliablefordamagesdonetothecarafterputtingontheboot. UPEGO Workflow:Filmstheviolation,putsonboot,putswindowwarningoncar,filmsthevehicleagainforbootliability UPEJT PPI SlickRockJT PPI SlickRockJT Boot UPENV Seeminglyverypleasedwiththeapp.Norealissues. SlickRockQT wouldloveanintegrationwiththestate/governement.(ManydiverswouldbenefitfromADD123mobily) SlickRockQT Adriverappwithonlyjobstypescouldbeextremelybeneficial. SlickRock

QTAmoreindepthintegrationwithTomtom/camerastotrackcarsinPP'ssothatthatcancheckcarsandkeepmovingforwardthroughlotsmorequickly.Alertwhenacarisinviolation? SlickRock

QT "WedoPPIsandIneedtobein&outoftherequick" SlickRockQT "IfIget4cars,Iwant4more.I'mcompetingagainstmyself." SlickRockQT "IfOmadiworked(didn'tkickmeoff&uploadedvideo,)I'dloveit." UPEQT "StuffmovesinOmadi,soit'shardtofindinfoattimes." UPE

ST"Gettingonwifi willkickmeoff,sosometimesIhavetorecordavideoonmy(company)iPhoneofthevideoalreadyrecordedonmy(personal)Androidjusttomakethesystemwork." UPE

ST "I'llusethenotesattimestorecordinfo(ie,bootedpermit#XinstallY,")soI'llusenon-requiredfieldsattimesforthat." UPETL Lovethelookupfeature. SlickRockTL Hook&towdollie,iPhone,Omadiapp SlickRockTL Hadtobreakopencartocheckbrakesusingairbag,etc. SlickRockTL Driverstillusesabootlogthathecarriesinhiscartomanuallyrecordthebootsheputson. UPE

TLDriverchalkstiresofvehiclesintime-sensitivevisitorparking.Somelotsonlyallowtowingafterbeingparkedmorethanacertainamountoftime,sothey'llmarkthetiretogaugetime. UPE

TLDriveracceptspaymentbycardusingamobilecardreaderandanIntuitprogram(saiditwaspaymentorgopayment,notquickbooks.) UPE

TL Usedaphysicalbootandpaperwindowmarkertomarkthecar UPEUX Syncing- thisiswithbothpicturesandwithlicenseplates.Oftenthedatawhenitisnotsavedcorrectlycangetlost. SlickRockUX Thepropertyaddressiswrongattimes,sothedrivergoestoGoogleandsearchesforthecorrectaddresswhenthishappens. SlickRock

Meanwhile we were meeting every day to coordinate, showcase our progress, and realign priorities.

Ummm, no…

The adventure continues…

Lessons Learned

We will validate that [doing this] for [these people] trying to accomplish [this Job] will achieve [this outcome] by [doing this test].

Questions?

@jeremybird276