Balancing the extreme positions of “Big Upfront Design” and “Blind Incremental Development” is no easy task, particularly when an IT organisation is trying to apply Lean and Agile principles. Agile traditionally focuses on one type of quality by following a philosophy and practices that ensure the development team “builds it right”.

Agile Customer Experience applies these methods to a broader problem within the business domain. It’s about moving beyond ensuring you simply “build it right”… and applying methods for ensuring that what you’re building is “the right thing to build” for the “right customers”. This opens new perspectives for superior product/service development strategies.

Materials

About the presenters

Diana Adorno is a Customer Experience Architect, with over ten years experience in Interaction and Customer Experience design. She combines linguistics, cognitive psychology and coaching with her systems approach to focus on the people using the systems. Diana is expert in translating different customer needs and contexts into useful, usable and engaging systems. She has experience in large, complex applications as well as web technologies in industries including financial services, telecommunications, government, resources, tourism and education.

Jason Furnell is a Customer Experience Architect, with over ten years experience in delivering applications that shoulder the weight of functional complexity – and do so in simple and engaging ways. He has a wealth of experience in wireless and web Experience Design, Interface Design and Interaction Design, with a demonstrated ability in managing the experience design process from concept to delivery. Jason has worked in the telecommunications, financial services, media, manufacturing, tourism and sporting industries.