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1、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 Produ

2、ct Development Process,Case Study:Designing a complex application suite,Case Study:Merger of Compaq and HP support web sites,12/12/2024,2,Why is Customer-Centered Design Important?,12/12/2024,3,HP Customer-Centered Design Services(CCDS):Who we are,Center of competency in customer research and design

3、ing 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 desig

4、n teams together,creating a common product vision,Bring target users of products together with design teams to define,design,develop customer-centered products,12/12/2024,4,Product Development Process:Overview,Our Focus:,User analysis,requirements,Product definition,design,&development for ease of u

5、se and usefulness,Other Elements of the Customer Experience:,Ordering,delivery,Documentation,Installation,Integration with 3,rd,party products,Customer Support,12/12/2024,5,Case Study:Designing a Complex Application Suite,Storage Network Management Challenges,Very large scale,distributed networks th

6、ousands 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,12/12/2024,6,Case Study:Designing a Complex Application Suite,Challenges:,Vague product concept,Customers pri

7、orities?,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,12/12/2024,7,Case Study:Design

8、ing 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

9、 costly re-design,Requirements,12/12/2024,8,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:

10、,Continuous user focus keeps design usable and aligned with requirements,Cross-team coordination to ensure unified design,Design,12/12/2024,9,Case Study:Designing a Complex Application Suite,Challenges:,Meeting users requirements?,Unanticipated design issues,Solutions:,User interviews:key features,N

11、umerous usability tests,Structured expert review,Ongoing design consulting,Value:,Customer-centered answers to design questions,Usability evaluation of actual product,Iterative Development,12/12/2024,10,Case Study:Designing a Complex Application Suite,Challenges:,Is the product easy to install and u

12、se?,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,12/12/2024,11,The Challenges:

13、,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,Foc

14、us on customer needs,not political and technical challenges,Case Study:HP.com Support,12/12/2024,12,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&tes

15、ting,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,12/12/2024,13,Case Study:HP.com Support,Challenges:,Meeting requirements?,Integration of new design with other sites o

16、n HP.com,Will new design support the functionality?,Solutions:,Relationships across HP.com,Ongoing design updates based on customer feedback,Iterative development,test,Value:,Kept design aligned with both sets of customer needs and expectations,Integration with HP.com,Development,12/12/2024,14,Case Study:HP.com Support,Challenges:,Does this site meet the customers real world needs?,Constant or improved customer satisfaction,usage?,Solutions:,Large customer survey,Remote web-based usability testi