Too often we model processes around the myth of Database Transactions, ofter forgetting what a transaction really means in the real world. This talk shows an easy and cheap approach to use together with EventStorming in order to include User Experience into process modelling
20. Protip:
reminding your
users of their
age every time
they use your
service isn’t
great UX
PROTIP: “we
were short on
budget” doesn’t
work well with
banks.
48. About me
Having a hard time with BAD
software
running www.avanscoperta.it
Modelling (almost) everything with
sticky notes, markers and a paper
roll.
Calling this stuff
71. Simple heuristic
What do I have?
A ticket
What do I know?
I won’t be able to use it
Refund
Request
Received
Custo
mer
72. Simple heuristic
What do I have?
A ticket
What do I know?
I won’t be able to use it
How do I feel?
Refund
Request
Received
Custo
mer
73. Simple heuristic
What do I have?
A ticket
What do I know?
I won’t be able to use it
How do I feel?
Worried (will I get my money back?)
Refund
Request
Received
Custo
mer
74. Simple heuristic
What do I have?
A ticket
What do I know?
I won’t be able to use it
How do I feel?
Worried (will I get my money back?)
Sorry (Will it be a problem?)
Refund
Request
Received
Custo
mer
76. Simple heuristic
What do I have?
Custo
mer
Notification
Sent to
Payee
Refund
Notification
Received
77. Simple heuristic
What do I have?
A ticket?
Custo
mer
Notification
Sent to
Payee
Refund
Notification
Received
78. Simple heuristic
What do I have?
A ticket?
My Money back
Custo
mer
Notification
Sent to
Payee
Refund
Notification
Received
79. Simple heuristic
What do I have?
A ticket?
My Money back
What do I know?
Custo
mer
Notification
Sent to
Payee
Refund
Notification
Received
80. Simple heuristic
What do I have?
A ticket?
My Money back
What do I know?
I have my money back
Custo
mer
Notification
Sent to
Payee
Refund
Notification
Received
81. Simple heuristic
What do I have?
A ticket?
My Money back
What do I know?
I have my money back
How do I feel?
Custo
mer
Notification
Sent to
Payee
Refund
Notification
Received
82. Simple heuristic
What do I have?
A ticket?
My Money back
What do I know?
I have my money back
How do I feel?
Safe (I have my money)
Custo
mer
Notification
Sent to
Payee
Refund
Notification
Received
83. Simple heuristic
What do I have?
A ticket?
My Money back
What do I know?
I have my money back
How do I feel?
Safe (I have my money)
Worried (Did I insult anyone?)
Custo
mer
Notification
Sent to
Payee
Refund
Notification
Received
98. Let’s Check!
What do I have?
An Agreement
Custo
mer
Call
Ended
- - - - -
Refund
Chosen
99. Let’s Check!
What do I have?
An Agreement
What do I know?
Custo
mer
Call
Ended
- - - - -
Refund
Chosen
100. Let’s Check!
What do I have?
An Agreement
What do I know?
I’ll have my money back
Custo
mer
Call
Ended
- - - - -
Refund
Chosen
101. Let’s Check!
What do I have?
An Agreement
What do I know?
I’ll have my money back
How do I feel?
Custo
mer
Call
Ended
- - - - -
Refund
Chosen
102. Let’s Check!
What do I have?
An Agreement
What do I know?
I’ll have my money back
How do I feel?
Safe (I’m told I’ll have my money)
Custo
mer
Call
Ended
- - - - -
Refund
Chosen
103. Let’s Check!
What do I have?
An Agreement
What do I know?
I’ll have my money back
How do I feel?
Safe (I’m told I’ll have my money)
Relieved (they said no problem)
Custo
mer
Call
Ended
- - - - -
Refund
Chosen
105. For us, instead
What do I have?
Call
Ended
- - - - -
Refund
Chosen
Organi
zer
TIP: you can have
many perspectives
involved.
106. For us, instead
What do I have?
An Agreement
Call
Ended
- - - - -
Refund
Chosen
Organi
zer
TIP: you can have
many perspectives
involved.
107. For us, instead
What do I have?
An Agreement
a duty
Call
Ended
- - - - -
Refund
Chosen
Organi
zer
TIP: you can have
many perspectives
involved.
108. For us, instead
What do I have?
An Agreement
a duty
What do I know?
Call
Ended
- - - - -
Refund
Chosen
Organi
zer
TIP: you can have
many perspectives
involved.
109. For us, instead
What do I have?
An Agreement
a duty
What do I know?
The decision & the sales
situation
Call
Ended
- - - - -
Refund
Chosen
Organi
zer
TIP: you can have
many perspectives
involved.
110. For us, instead
What do I have?
An Agreement
a duty
What do I know?
The decision & the sales
situation
How do I feel?
Call
Ended
- - - - -
Refund
Chosen
Organi
zer
TIP: you can have
many perspectives
involved.
111. For us, instead
What do I have?
An Agreement
a duty
What do I know?
The decision & the sales
situation
How do I feel?
depends on sales ;-)
Call
Ended
- - - - -
Refund
Chosen
Organi
zer
TIP: you can have
many perspectives
involved.
112. Can we help?
Refund
Request
Received Call
Customer
Phone
Refund
Chosen
Coupon
Chosen
Human
Refund
Policy
Organi
zer
Other
Idea
Chosen
- Price paid
- Sales stats
- Training
Lower Bound
- Days Left
113. Can we help?
Refund
Request
Received Call
Customer
Phone
Refund
Chosen
Coupon
Chosen
Human
Refund
Policy
Organi
zer
Other
Idea
Chosen
- Price paid
- Sales stats
- Training
Lower Bound
- Days Left
TIP: The read model is a
decision support tool.
Not an exposure of your
database
115. So, for the user…
Custo
mer
Notification
Sent to
Payee
116. So, for the user…
What do I have?Custo
mer
Notification
Sent to
Payee
117. So, for the user…
What do I have?
My Money back
Custo
mer
Notification
Sent to
Payee
118. So, for the user…
What do I have?
My Money back
What do I know?
Custo
mer
Notification
Sent to
Payee
119. So, for the user…
What do I have?
My Money back
What do I know?
I have my money back & No
Problem
Custo
mer
Notification
Sent to
Payee
120. So, for the user…
What do I have?
My Money back
What do I know?
I have my money back & No
Problem
How do I feel?
Custo
mer
Notification
Sent to
Payee
121. So, for the user…
What do I have?
My Money back
What do I know?
I have my money back & No
Problem
How do I feel?
Safe (I have my money)
Custo
mer
Notification
Sent to
Payee
122. So, for the user…
What do I have?
My Money back
What do I know?
I have my money back & No
Problem
How do I feel?
Safe (I have my money)
Grateful / Relieved
Custo
mer
Notification
Sent to
Payee
128. Implicit deadlines
Refund
Request
Received Call
Customer
Phone Coupon
Chosen
Human
Refund
Policy
Organi
zer
Other
Idea
Chosen
- Price paid
- Sales stats
- Training
Lower Bound
- Days Left
(Implicit)
Deadline
Refund
Chosen
TIP: Implicit
deadlines can be
modelled as Events
too