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Click to edit Master title style,Click to edit Master text styles,Second level,Third level,page,*,*,Customer-Centered Design at HP,Nancy L. Clark & Craig B. Neely,Overview,WhyisCustomer-CenteredDesign important?,HPCustomer-CenteredDesignServices(CCDS):Whoare we?,Overview: Where wefit in theProduct Development Process,Case Study:Designing acomplex application suite,Case Study:Mergerof Compaq and HPsupport websites,3/10/2023,2,WhyisCustomer-CenteredDesignImportant?,3/10/2023,3,HPCustomer-CenteredDesignServices(CCDS):Whoweare,Centerofcompetencyincustomerresearchanddesigninguserinterfaces,withfacilitiesaroundthecountry,Staffeducatedandexperiencedincognitive&physiologicaldisciplines,CentralizedresourceforHPdesignteamswhodonothaveresearch,design,&testingskills,PrimaryvalueaddtoHPdesignteams:,ImprovedevelopmentprocessbybringingHPdesignteamstogether,creatingacommonproductvision,Bring target users ofproducts together with design teams to define, design,developcustomer-centered products,3/10/2023,4,ProductDevelopment Process:Overview,Our Focus:,User analysis,requirements,Productdefinition, design,& developmentfor ease of use and usefulness,Other Elementsof theCustomer Experience:,Ordering, delivery,Documentation,Installation,Integration with 3,rd,party products,Customer Support,3/10/2023,5,Case Study:DesigningaComplex Application Suite,Storage NetworkManagementChallenges,Very large scale,distributednetworks, thousandsofdevices,huge amountsofdata,Very complextomanage,Need continuous, reliable accesstocriticalbusinessdata,Imagine aharddrivecrash!,Real-timemonitoring,Fast troubleshooting,3/10/2023,6,Case Study:DesigningaComplex Application Suite,Challenges:,Vagueproduct concept,Customers, priorities?,Developing ashared vision,Solutions:,Customerfocusgroups,Designedsketchy prototypes, customersfilledinblanks,Value:,Requirements, sharedvision,Notjusta launchpointformanagementapplications!,Network representation,View of business apps, data,Planning,3/10/2023,7,CaseStudy: Designing a Complex Application Suite,Challenges,Whatdetails dousers need andexpect?,Requirements risks:incomplete, failureto confirm,Solutions:,Refined prototypes with more details,Iterativeresearch to define next levelof detail,Value:,Details for info & task flow (e.g.status, clicking behavior),Avoided costlyre-design,Requirements,3/10/2023,8,CaseStudy: Designing a Complex Application Suite,Challenges:,Complex: hundreds ofdetails,Tradeoffs:easeof use versusdevelopment cost,Solutions:,Iterativeuserinterfacedesign, prototyping,testing,UI specification, evaluation,Cross-suite style guide,Value:,Continuoususerfocus keeps designusable andaligned with requirements,Cross-teamcoordination to ensure unified design,Design,3/10/2023,9,Case Study: Designinga Complex Application Suite,Challenges:,Meetingusersrequirements?,Unanticipateddesignissues,Solutions:,User interviews: keyfeatures,Numerous usability tests,Structured expert review,Ongoingdesignconsulting,Value:,Customer-centered answers todesignquestions,Usability evaluationof actual product,Iterative Development,3/10/2023,10,CaseStudy: Designing a Complex Application Suite,Challenges:,Is the producteasyto installanduse?,Doesit meet customers real worldneeds?,Solutions:,InterviewswithHP specialistsin the field,Customer visits, interviews,Valueof Usability Data:,Identify gaps between user needs and actual product,Focuses next versionrequire-mentson customer needs,Post-Release,3/10/2023,11,The Challenges:,Provide continuous,reliable,unified web access to tech supportfromHP and Compaq,Combine two approaches toonline supportdeliveryvia the web while meetingexpectations ofbothgroups ofcustomers,Combine independentHP and Compaq Usability Groupsas part of overallmerger ofeSupport program,Focuson customer needs,not political and technical challenges,CaseStudy: HP.com Support,3/10/2023,12,CaseStudy: HP.com Support,Challenges:,Requirements handeddownby mergerplanners,2 distinctinteraction models,Solutions:,Validate requirements viafastprototyping, earlytesting,Iterativedesign & testing,Combined team,web repositoryfor sharedwork,Value:,Retain customerloyalty by workingtoward a single, unifiedsupport site asan indicationof HP,s focus on thecustomer,Design,3/10/2023,13,CaseStudy: HP.com Support,Challenges:,Meeting requirements?,Integration ofnew designwithother sites onHP.com,Willnew designsupport the functionality?,Solutions:,Relationships acrossHP.com,Ongoing designupdates based on customerfeedback,Iterativedevelopment, test,Value:,Keptdesign alignedwithbothsetsof customer needs and expectations,Integration with HP.com,Development,3/10/2023,14,CaseStudy:HP.comSupport,Challenges:,Doesthissitemeetthecustomers,realworldneeds?,Constantorimprovedcustomersatisfaction,usage?,Solutions:,Largecustomersurvey,Remoteweb-basedusabilitytesting,largenumberofusers,Usabilitytestinginlab,Value:,Customer-focused approach to evaluatingsupportsite,Validatesifthe contentisuseful,meetscustomerneeds,Product Release,3/10/2023,15,HP.comsummary,Fullyintegrated sitereleasedinAugust,2003,Initial usabilitydata showthisperformsaswell if notbetterthantheprevioussitesacross usertypes,Thedesigners formerly fromHPand Compaqnowworktogetherasonegroup,Continuetoupdateand improvethe supportcontenttoourcustomers,3/10/2023,16,Summary,Customer-centeredfocuscanunifydiversestakeholdersandbethebasisforcommonprocessdefinition,Customer-centereddesignactivitiescanandshouldbeincorporatedintoeveryphaseofproductdesignanddevelopment,CCDSactivitiesaretailoredtotheneedsofeachproject,CCDSactivities:,Decreasedevelopmenttimeandcostby,“,“gettingitrightthefirsttime,”,”,Increasecustomersatisfactionbymeetingtheirneedsandexpectations,3/10/2023,17,Resources,3/10/2023,18,HP logo,3/10/2023,19,
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