新产品开发流程英文版

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,Why is Customer-Centered Design important?,HP Customer-Centered Design Services(CCDS):Who are we?,Overview:Where we fit in the Product Development Process,Case Study:Designing a complex application suite,Case Study:Merger of Compaq and HP support web sites,11/28/2024,2,Why is Customer-Centered Design Important?,11/28/2024,3,HP Customer-Centered Design Services(CCDS):Who we are,Center of competency in customer research and designing user interfaces,with facilities around the country,Staff educated and experienced in cognitive&physiological disciplines,Centralized resource for HP design teams who do not have research,design,&testing skills,Primary value add to HP design teams:,Improve development process by bringing HP design teams together,creating a common product vision,Bring target users of products together with design teams to define,design,develop customer-centered products,11/28/2024,4,Product Development Process:Overview,Our Focus:,User analysis,requirements,Product definition,design,&development for ease of use and usefulness,Other Elements of the Customer Experience:,Ordering,delivery,Documentation,Installation,Integration with 3,rd,party products,Customer Support,11/28/2024,5,Case Study:Designing a Complex Application Suite,Storage Network Management Challenges,Very large scale,distributed networks thousands of devices,huge amounts of data,Very complex to manage,Need continuous,reliable access to critical business data,Imagine a hard drive crash!,Real-time monitoring,Fast troubleshooting,11/28/2024,6,Case Study:Designing a Complex Application Suite,Challenges:,Vague product concept,Customers priorities?,Developing a shared vision,Solutions:,Customer focus groups,Designed sketchy prototypes,customers filled in blanks,Value:,Requirements,shared vision,Not just a launch point for management applications!,Network representation,View of business apps,data,Planning,11/28/2024,7,Case Study:Designing a Complex Application Suite,Challenges,What details do users need and expect?,Requirements risks:incomplete,failure to confirm,Solutions:,Refined prototypes with more details,Iterative research to define next level of detail,Value:,Details for info&task flow(e.g.status,clicking behavior),Avoided costly re-design,Requirements,11/28/2024,8,Case Study:Designing a Complex Application Suite,Challenges:,Complex:hundreds of details,Tradeoffs:ease of use versus development cost,Solutions:,Iterative user interface design,prototyping,testing,UI specification,evaluation,Cross-suite style guide,Value:,Continuous user focus keeps design usable and aligned with requirements,Cross-team coordination to ensure unified design,Design,11/28/2024,9,Case Study:Designing a Complex Application Suite,Challenges:,Meeting users requirements?,Unanticipated design issues,Solutions:,User interviews:key features,Numerous usability tests,Structured expert review,Ongoing design consulting,Value:,Customer-centered answers to design questions,Usability evaluation of actual product,Iterative Development,11/28/2024,10,CaseStudy:DesigningaComplexApplicationSuite,Challenges:,Istheproducteasytoinstallanduse?,Doesitmeetcustomers,realworldneeds?,Solutions:,InterviewswithHPspecialistsinthefield,Customervisits,interviews,ValueofUsabilityData:,Identifygapsbetweenuserneedsandactualproduct,Focusesnextversionrequire-mentsoncustomerneeds,Post-Release,12/24/2022,11,TheChallenges:,Providecontinuous,reliable,unifiedwebaccesstotechsupportfromHPandCompaq,Combinetwoapproachestoonlinesupportdeliveryviathewebwhilemeetingexpectationsofbothgroupsofcustomers,CombineindependentHPandCompaqUsabilityGroupsaspartofoverallmergerofeSupportprogram,Focusoncustomerneeds,notpoliticalandtechnicalchallenges,CaseStudy:HP.comSupport,12/24/2022,12,CaseStudy:HP.comSupport,Challenges:,Requirementshandeddownbymergerplanners,2distinctinteractionmodels,Solutions:,Validaterequirementsviafastprototyping,earlytesting,Iterativedesign&testing,Combinedteam,webrepositoryforsharedwork,Value:,Retaincustomerloyaltybyworkingtowardasingle,unifiedsupportsiteasanindicationofHPsfocusonthecustomer,Design,12/24/2022,13,Case Study:HP.comSupport,Challenges:,Meeting requirements?,Integrationofnewdesign withothersitesonHP.com,Will newdesignsupportthefunctionality?,Solutions:,Relationships acrossHP.com,Ongoing designupdates based on customer feedback,Iterativedevelopment,test,Value:,Kept designaligned withbothsets of customer needs andexpectations,Integrationwith HP.com,Development,12/24/2022,14,Case Study:HP.comSupport,Challenges:,Does thissitemeet thecustomers,realworldneeds?,Constantorimprovedcustomersatisfaction,usage?,Solutions:,Largecustomersurvey,Remoteweb-based usabilitytesting,largenumberofusers,Usabilitytestinginlab,Value:,Customer-focused approach to evaluatingsupportsite,Validatesifthe contentisuseful,meetscustomerneeds,Product Relea