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Customer-CenteredDesignatHPNancyL.Clark&CraigB.NeelyOverviewWhyisCustomer-CenteredDesignimportant?HPCustomer-CenteredDesignServices(CCDS):Whoarewe?Overview:WherewefitintheProductDevelopmentProcessCaseStudy:DesigningacomplexapplicationsuiteCaseStudy:MergerofCompaqandHPsupportwebsites2024/1/52
WhyisCustomer-CenteredDesignImportant?2024/1/53
HPCustomer-CenteredDesignServices(CCDS):
WhoweareCenterofcompetencyincustomerresearchanddesigninguserinterfaces,withfacilitiesaroundthecountryStaffeducatedandexperiencedincognitive&physiologicaldisciplinesCentralizedresourceforHPdesignteamswhodonothaveresearch,design,&testingskillsPrimaryvalueaddtoHPdesignteams:ImprovedevelopmentprocessbybringingHPdesignteamstogether,creatingacommonproductvisionBringtargetusersofproductstogetherwithdesignteamstodefine,design,developcustomer-centeredproducts2024/1/54
ProductDevelopmentProcess:OverviewOurFocus:Useranalysis,requirementsProductdefinition,design,&developmentforeaseofuseandusefulnessOtherElementsoftheCustomerExperience:Ordering,deliveryDocumentationInstallationIntegrationwith3rdpartyproductsCustomerSupport2024/1/55
CaseStudy:DesigningaComplexApplicationSuiteStorageNetworkManagementChallenges
Verylargescale,distributednetworks–thousandsofdevices,hugeamountsofdataVerycomplextomanageNeedcontinuous,reliableaccesstocriticalbusinessdataImagineaharddrivecrash!Real-timemonitoringFasttroubleshooting2024/1/56
CaseStudy:DesigningaComplexApplicationSuiteChallenges:VagueproductconceptCustomers’priorities?DevelopingasharedvisionSolutions:CustomerfocusgroupsDesignedsketchyprototypes,customersfilledinblanksValue:Requirements,sharedvisionNotjustalaunchpointformanagementapplications!NetworkrepresentationViewofbusinessapps,dataPlanning2024/1/57
CaseStudy:DesigningaComplexApplicationSuiteChallengesWhatdetailsdousersneedandexpect?Requirementsrisks:incomplete,failuretoconfirmSolutions:RefinedprototypeswithmoredetailsIterativeresearchtodefinenextlevelofdetailValue:Detailsforinfo&taskflow(e.g.status,clickingbehavior)Avoidedcostlyre-designRequirements2024/1/58
CaseStudy:DesigningaComplexApplicationSuiteChallenges:Complex:hundredsofdetailsTradeoffs:easeofuseversusdevelopmentcostSolutions:Iterativeuserinterfacedesign,prototyping,testingUIspecification,evaluationCross-suitestyleguideValue:ContinuoususerfocuskeepsdesignusableandalignedwithrequirementsCross-teamcoordinationtoensureunifieddesignDesign2024/1/59
CaseStudy:DesigningaComplexApplicationSuiteChallenges:Meetingusers’requirements?UnanticipateddesignissuesSolutions:Userinterviews:keyfeaturesNumeroususabilitytestsStructuredexpertreviewOngoingdesignconsultingValue:Customer-centeredanswerstodesignquestionsUsabilityevaluationofactualproductIterativeDevelopment2024/1/510
CaseStudy:DesigningaComplexApplicationSuiteChallenges:Istheproducteasytoinstallanduse?Doesitmeetcustomers’realworldneeds?Solutions:InterviewswithHPspecialistsinthefieldCustomervisits,interviewsValueofUsabilityData:IdentifygapsbetweenuserneedsandactualproductFocusesnextversionrequire-mentsoncustomerneedsPost-Release2024/1/511
TheChallenges:Providecontinuous,reliable,unifiedwebaccesstotechsupportfromHPandCompaqCombinetwoapproachestoonlinesupportdeliveryviathewebwhilemeeting
expectationsofbothgroupsofcustomersCombineindependentHPandCompaqUsabilityGroupsaspartofoverallmergerofeSupportprogramFocusoncustomerneeds,notpoliticalandtechnicalchallengesCaseStudy:HP.comSupport2024/1/512
CaseStudy:HP.comSupportChallenges:Requirementshandeddownbymergerplanners2distinctinteractionmodelsSolutions:Validaterequirementsviafastprototyping,earlytestingIterativedesign&testingCombinedteam,webrepositoryforsharedworkValue:Retaincustomerloyaltybyworkingtowardasingle,unifiedsupportsiteasanindicationofHP’sfocusonthecustomerDesign2024/1/513
CaseStudy:HP.comSupportChallenges:Meetingrequirements?IntegrationofnewdesignwithothersitesonHP.comWillnewdesignsupportthefunctionality?Solutions:RelationshipsacrossHP.comOngoingdesignupdatesbasedoncustomerfeedbackIterativedevelopment,testValue:KeptdesignalignedwithbothsetsofcustomerneedsandexpectationsIntegrationwithHP.comDevelopment2024/1/514
CaseStudy:HP.comSupportChallenges:Doesthissitemeetthecustomers’realworldneeds?Constantorimprovedcustomersatisfaction,usage?Solutions:LargecustomersurveyRemoteweb-basedusabilitytesting,largenumberofusersUsabilitytestinginlabValue:Customer-focusedapproachtoevaluatingsupportsiteValidatesifthecontentisuseful,meetscustomerneedsProductRelease2024/1/515
HP.comsummaryFullyintegratedsitereleasedinAugust,2024InitialusabilitydatashowthisperformsaswellifnotbetterthantheprevioussitesacrossusertypesThedesignersformerlyfromHPandCompaqnowworktogetherasonegroupContinuetoupdateandimprovethesupportcontenttoourcustomers/bizsupport/TechSupport/Home.jsp2024/1/516
SummaryCustomer-centeredfocuscanunifydiversestakeholdersandbethebasisforcommonprocessdefinitionCustomer-centereddesignactivitiescanandshouldbeincorporatedintoeveryphaseofproductdesignanddevelopmentCCDSactivitiesaretailoredtotheneedsofeachprojectCCDSactivities:Decreasedevelopmenttimeandcostby“gettingitrightthefirsttime〞Increasecustomersatisfactionbymeetingtheirneedsandexpectations2024/1/517
Resources-HumanFactors&ErgonomicsSocietyMission:topromotethediscovery
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