I previously wrote about the problem of translating factory production advice (Deming, Lean, Toyota Way) to software development knowledge work. I continue that thread with a simple question, but first, read this story.
A company wants to quickly deploy a new website search feature because user testing has proven they are losing some customers who cannot find the right product. After interviewing several users, they decided to deploy a new search feature that uses additional special search characters. The Scrum team deploys the new feature to an isolated test environment in 3 days. Unfortunately, user testing quickly demonstrates their idea didn’t perform that well. They chose not to deploy the code into production and started another design approach in the next Scrum iteration.
Here is the question: Is trying again to improve search “work” and hence valuable or “rework,” and hence a “waste?” Is it a waste because they didn’t get it right the first time?
If we overly apply factory production thinking to this scenario we might classify it as “rework” and call the entire episode “waste”–this would be a mistake.
This scenario represents “valuable work.” We try hard to get agile teams to do even more of this work. It is really difficult to understand in advance exactly how users will interact with a new interface. Agile teams seek to get working systems in front of real users very quickly, to see if their design is going in the right direction.
The scenario above isn’t wasteful rework. You should be delighted to get this feedback from your users quickly. Agile seeks to make “mistakes” faster because agile understands software development is the difficult task of system design. It is frequently a processes of honing in on better and better solutions. If you tell your software delivery teams to get everything right the first time, all you are really doing is guaranteeing it will be difficult to replace the suboptimal solutions they will inevitably produce first.
In fact, the biggest problem with most software interface is that the creators stopped trying to improve it further once somebody declared it “good enough.”
Do you know why Google Search is better than any other Search out there? Because they never stop trying to make it better, because they realize they are only 5% done. Google understands that improving Google Search as the important work it truly is–it is definitely not a waste.
Don’t confuse an iterative software development process with the waste of rework.
Tom
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