Session type:

Case Study

Presented by:

Anne Dhir


Session time:

11 May 12:15 13:00

Session duration:

45 minutes

About the session

The agile focus is on creating services, but it needs to pay equal attention to decommissioning them. Thinking about how we end services, products or features will help us make them more effective, efficient, sustainable, scalable and adaptable – in a word: agile.

This talk builds on existing research. It explores the experiences of closing services in health, government, banking, retail and energy. It looks at both emergency and planned closures, sharing lessons learned to improve the design process.

Destroying services is inherent to the creation process. The creation and decommissioning of services go together, but we might not recognise this.  

Services never really die, and we need to deal with the ghosts. Service elements remain and must continue to be provided legally, effectively, and sustainably. The memory of dead services lingers and affects future services.

Our research identified five challenge areas where our agile practices would benefit from learning from those who have closed services.   
1. Talk about service death – from birth. 
2. Design with the end in sight. 
3. Pay more attention to the people.  
4. Kill early, little, and often.  
5. Master the decision making.  

Participant Takeaways:
The closure stories of 30+ services provide prompts to help participants challenge their design practice and consider under which conditions their services could come to end.

Sustainability, Controversial, Scaling Agile

About the speaker(s)