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The LSA UX Approach

A Better, More Secure User Experience (UX)

The LSA Digital Formula (Secure UX focus)

The LSA Digital Formula (Secure UX focus)

Lean Scaled Architects (LSA) Digital Transformation services combine agile people with lean, scaled technology investments to provide better, more secure User Experiences (UX) and minimize full-lifecycle costs (including maintenance and operations) to deliver reliable, sustainable business & IT services “beyond the big Digital effort” – helping achieve goals over the long term.

For effective delivery of any kind of service, from technical to mission/business, we must ask the fundamental question:  who are the services for?  Who will build and operate those services (e.g., company staff & partners)?  Who will consume those services (e.g., customers & citizens)?

...we must ask the fundamental question:  who are the services for?

Benefits of LSA's UX Approach

Not every problem can be solved simply by throwing technology at it – when answering the “who”, we are considering human User Experience (UX) factors, such as user cognition and behavioral aspects, to identify the right solution approach.

Successful UX efforts rely on user-centered research to accurately define the problem from the users’ perspectives (understanding their “pain points”) and applies that research to design more effective solutions.  This UX approach provides key benefits:

Cost Optimization

Squeeze more benefit out of already-existing technology investments.

Better investments

Alignment of new technology investments / improvements to user pain points.

Faster solution option analysis

Model-Based Solution Engineering (MBSE) using enterprise modeling solutions (e.g., Software AG ARIS) to explore solution alternatives and avoid suggesting solutions that are infeasible or unrealistic.

Increased employee satisfaction, performance, and retention

Employees are users, too, and poor performing systems frustrate them, decreasing motivation and impacting performance.

Security optimization

Secure UX balances typical “security vs. usability” IT service conflicts with higher-quality usability data – e.g., making more informed security lockdown decisions, and/or prioritizing solution design requirements.

On the other hand, ineffective or non-existent UX efforts can lead to applying the wrong technology (or, applying the right technology incorrectly).  This can make digital problems even worse – for example:

Case Study

IT support managers in a large research organization were requested to provide accurate time and resource usage regarding the daily IT support activities (fixing simple login or software issues, a 5-minute effort) to justify additional requested expenditures. The proposed technical solution relied on the IT service providers logging each support activity into a work tracking tool. This added about 5-10 minutes to each 5-minute job, thus reducing productivity by about half.

A more workable human-centric analysis identified that support customers tended to require the same predictable set of 5-minute fixes. Rather than requiring the support team to enter each activity from scratch, the system could be configured to create general descriptions for each of the common activities and the support providers would only need to keep track of how many of each fix they performed. Unique fixes would still require a log entry, but those are far less frequent.

This solution approach satisfies the managers’ needs while limiting the impact on IT productivity. Have you seen similar cases where the solution changed the problem without actually solving it?

This solution approach satisfies the managers’ needs while limiting the impact on IT productivity. Have you seen similar cases where the solution changed the problem without actually solving it?

If you don’t accurately define the problem, the best you can hope to do is solve the wrong problem very well.

Are you solving the symptoms or the problem?

User Experience (UX) is much more than just pretty screens. It is not something you slap on at the end of a project. It begins with user research to accurately define the root cause of the problem, which then leads to a more accurate solution. Design is only 20% of a true UX effort, and research is the other 80%. If you don’t accurately define the problem, the best you can hope to do is solve the wrong problem very well.

There are two ways to research the problem — top-down (from the enterprise level) and bottom-up (from the operational “task-level.”)

  • The top-down approach aligns the UX effort to the enterprise strategic goals – for example, broad classification of product-relevant customer personas, where multiple departments (and agile cross-functional teams) are involved in designing, building, operating and maintaining solutions of interest for those customer personas.
  • The bottom-up approach targets specific products/solutions, and conducts lean research needed to better understand relevant user personas — allowing for better task and business process optimization.

Solve the right problem and make the best investments

GQM

Goals, Questions, Metrics

Lean Scaled Architects uses its simple “Goal, Questions, Metrics (GQM)” methodology to tightly couple lean UX research with Agile Enterprise Architecture modeling to ensure a greater alignment of technology investments to user pain points.

ABPI

Agile Business Process Improvement

The GQM approach works best when collaborating with our customers and the LSA Agile Business Process Improvement (ABPI) process modeling team to ensure a seamless transition from research to solutions. 

MBSE

Model-Based Solution Engineering

GQM and ABPI are modeled and analyzed using modern, tool-based Model-Based Solution Engineering (MBSE) solutions withour Software AG partners (ARIS & Alfabet), to help explore solution alternatives and avoid suggesting solutions that are infeasible or unrealistic.

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Reach out, and let us know how we can help you with a better, more secure User Experience!

LET'S TALK

Our lead UX expert is a 30-year veteran of the UX discipline and has authored a well-reviewed UX Research book (Disruptive Research, on Amazon) describing his very successful methods. He has created some of the top performing designs in eCommerce, medical devices, enterprise operations, and web apps. He recently led the UX methods for the Air Force’s AI Accelerator program at MIT.
Our lead UX expert is a 30-year veteran of the UX discipline and has authored a well-reviewed UX Research book (Disruptive Research, on Amazon) describing his very successful methods. He has created some of the top performing designs in eCommerce, medical devices, enterprise operations, and web apps. He recently led the UX methods for the Air Force’s AI Accelerator program at MIT.

Contact Larry to hear more about how you can accelerate Digital transformation with UX Architecture!