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,Customer-Centered Design at HP,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,11/17/2024,2,OverviewWhy is Customer-Center,Why is Customer-Centered Design Important?,11/17/2024,3,Why is Customer-Centered Desig,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,11/17/2024,4,HP Customer-Centered Design Se,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,11/17/2024,5,Product Development Process:O,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,11/17/2024,6,Case Study:Designing a Comple,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,11/17/2024,7,Case Study:Designing a Comple,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,11/17/2024,8,Case Study:Designing a Comple,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,11/17/2024,9,Case Study:Designing a Comple,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,11/17/2024,10,Case Study:Designing a Comple,Case Study:Designing a Complex Application Suite,Challenges:,Is the product easy to install and use?,Does it meet customers real world needs?,Solutions:,Interviews with HP specialists in the field,Customer visits,interviews,Value of Usability Data:,Identify gaps between user needs and actual product,Focuses next version require-ments on customer needs,Post-Release,11/17/2024,11,Case Study:Designing a Comple,The Challenges:,Provide continuous,reliable,unified web access to tech support from HP and Compaq,Combine two approaches to online support delivery via the web while meeting,expectations of both groups of customers,Combine independent HP and Compaq Usability Groups as part of overall merger of eSupport program,Focus on customer needs,not political and technical challenges,Case Study:HP.com Support,11/17/2024,12,The Challenges:Combine indepen,Case Study:HP.com Support,Challenges:,Requirements handed down by merger planners,2 distinct interaction models,Solutions:,Validate requirements via fast prototyping,early testing,Iterative design&testing,Combined team,web repository for shared work,Value:,Retain customer loyalty by working toward a single,unified support site as an indication of HPs focus on the customer,Design,11/17/2024,13,Case Study:HP.com SupportChal,Case Study:HP.com Support,Challenges:,Meeting requirements?,Integration of new design with other sites on HP.com,Will new design support the functionality?,Solutions:,Relationships across HP.com,Ongoing design