Outcomes Driven User Story Mapping Sharjeel Aleemullah & Sylvia - PowerPoint PPT Presentation

Agile Australia 2018 Outcomes Driven User Story Mapping Sharjeel Aleemullah & Sylvia Yanto

BEWARE OF MAPS BEWARE OF MAPS

BEWARE OF MAPS m k 7 2 6 Confidential

7 Confidential

Basic User Story Map CUSTO M ER JO URNEY Release 1 Release 2 Release 3

10 Confidential

Basic User Story Map CUSTO M ER JO URNEY Release1 BEWARE OF MAPS Release 2 Release 3

THIS TALK YOU

“Minimize output, and maximize outcome and impact” Jeff Patton

Digital@CBA 57 scrum teams Sharjeel Aleemullah | Agile Coach SharjAleem 6 million digitally active customers CommBank App NetBank Sylvia Yanto | Product Owner CommBank.com.au SylviaYanto | Commonwealth Bank of Australia |

Step 2 Step 4 Step 1 Outcomes & Assumptions Customer Journey Success Metrics Step 5 Release Plan Step 3 User stories Outcomes Driven User Story Mapping | Commonwealth Bank of Australia |

Find Your Way App Our Vision “Get people to the right place at the right time”

Step 1 Customer Journey Embed voice of the customer with customer journeys

Overseas Travel Customer Journey Arrive at Book Pack for Depart for Return Destinatio Plan Trip Travel Trip Trip Home n Functional Steps Select Get Select “Get Receive “Activate Enter Travel Notification Travel Insurance Launch App Details Travel at Airport Insurance” Certificate Insurance”

Find Your Way App Persona characteristics • Not good with directions • Heavily dependent on maps • Would prefer to be taken to her intended destination r e a i C l

Find Your Way App Find a Set a Follow Arrive at destination destination directions destination

Step 1 Customer Journey

Step 2 Outcomes and Success Metrics Motivate and focus teams by defining outcomes & success metrics

OUTCOMES OUTPUTS OV E R “Reduce time to apply “Allow customers to submit without requiring assistance” application form” • Contributes to overall • Functionality product vision • Features • Customer benefit • Requirement • Achievement orientated • Solutions • Tasks • Activities 24 Confidential

Find Your Way App Reduce destination fails arising through similar street names Encourage users to share common destinations Improve timeliness of reaching a destination for scheduled appointments

Setting clear, specific and reasonably challenging goals consistently leads to higher performance than vague “try your best” goals Locke, Shaw, Saari & Latham, 1981 | Commonwealth Bank of Australia |

Yale Experiment by Howard Leventhal, 1965 Outcome: Get as many students vaccinated for tetanus Leaflet 1 Leaflet 2 10x

Success Metrics Timebound Rate or ratio Comparable Directional Magnitude

Find Your Way App Reduce destination fails arising through similar street names Reduce “wrong destination” email complaints from 50 per day to 10 per day over 2 months

Step 2 Outcomes & Success Metrics

Step 3 User Stories Minimise user stories required to start achieving outcomes

VS Brainstorm Focused everything thinking

“A user story is a promise for a conversation” Alistair Cockburn

Find Your Way App Find a Set destination destination Reduce the Find similar Set destination destination fails street names in to the most arising through the same region popular street similar street names Show warning if Display all there are other possible possible locations locations Select the relevant destination

Step 3 User stories

Assumption (noun) Something that is accepted as true or as certain to happen, without actually having proof.

Step 4 Assumptions Identify and validate riskiest assumptions

Find Your Way App Reduce the destination fails arising through similar street names Provide feedback on not reaching the correct Show feedback prompt destination with a reason upon reaching There are significant e.g. correct street name, destination number customers that but wrong town or suburb are not reaching their intended destination because the street name is similar BUT the suburb is incorrect Provide feedback on Highly Uncertain successfully reaching destination Highly Disastrous | Commonwealth Bank of Australia |

Step 4 Assumptions

Step 5 Release Planning Plan smaller and more frequent releases

Find Your Way App Release 1 Release 2 Release 3 Release 4

Step 5 Release Plan

Step 2 Step 4 Step 1 Outcomes & Assumptions Customer Journey Success Metrics Step 5 Release Plan Step 3 User stories Outcomes Driven User Story Mapping

Our Heroes

Thank you! Sharjeel Aleemullah | Agile Coach SharjAleem Sylvia Yanto | Product Owner SylviaYanto