The Agile Initiation Playbook: A Practitioner's Guide to Launching Large Agile Projects by Ayman Idris

Author:Ayman Idris [Idris, Ayman]
Language: eng
Format: epub
Publisher: Ayman Idris
Published: 2020-09-08T07:00:00+00:00

Activity: Wireframe refinement following customer feedback

Duration 4 hours

Difficulty

Purpose Use customer feedback to improve the MMP

Attended by Core team, business SMEs

Facilitated by UX/UI expert

After the customer-testers leave, the team gets together to digest all the insights gathered from the session. Those insights usually include commentary about what this MMP got right that the old product didn’t (and vice versa), as well as a slew of ideas about what to change, minor (or major) improvements that need to be made to further improve the customer experience, etc.

The team doesn’t (and shouldn’t) automatically accept and incorporate every recommendation made by the customer-testers. Each recommendation should be assessed and discussed, with a cost-benefit perspective in mind and an eye on the overall business drivers/outcomes we want to achieve. For Project Rubicon, for example, our customer-testers made some recommendations that would have yielded a medium improvement in the usability of the product but with a cost, we assessed, that far outweighed the benefit. Still, many of the recommendations our customer-testers made found their way into the refined wireframes of the screens (and into how the future customer journey was refined).

After the team evaluates the insights and recommendations, they set out to iterate on the screen wireframes—led by the UX expert, but with the collaboration and support of everyone in the team. By the end of this session, we should be fairly satisfied with the refined wireframes we’ve produced and with our interpretation of the future-state customer journey.

Facilitation guide

As a team, go through the insights gleaned from the prior “customer testing” session. For each insight/recommendation, estimate the value that incorporating this recommendation could bring (High: implementing this recommendation could transform the user experience; Medium: implementing this recommendation would bring some value, but it isn’t a game changer; Low: there’s little value to be added by implementing this recommendation). Value here refers to the improvement of the customer experience.

Also, estimate the cost of implementing the recommendation using a similar High-Medium-Low scale (High: it would take an extraordinary effort for the team to implement this recommendation. Medium: the recommendation isn’t trivial but is certainly doable. Low: this recommendation could be implemented with little effort).

Estimating the value and cost of a recommendation should give us a good idea about whether to proceed with it or not (e.g., a “low value and high cost” recommendation is an obvious no-no). Ideally, we want to incorporate recommendations that have a low cost-to-benefit ratio.

Once the team agrees on the recommendations they want to incorporate, proceed to iterate on the wireframes (led by the UX expert with the support of the team), taking the recommendations into account.

In the end, reflect on how the refined wireframes improved upon the pre-testing ones and how easy or difficult it was to incorporate some of the recommendations made by the customer-testers as we refined the sketches/wireframes.

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