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© 2003 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice
Customer-Centered Design at HPNancy L. Clark & Craig B. Neely
page 2August 1, 2009
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
page 3August 1, 2009
Why is Customer-Centered Design Important?
page 4August 1, 2009
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
page 5August 1, 2009
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 3rd party products•Customer Support
page 6August 1, 2009
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
page 7August 1, 2009
Case Study: Designing a Complex Application Suite
:Challenges
• Vague product concept
• ’ ?Cus tomers priorities
• Developing a s hared vis ion
:Solutions
• Cus tomer focus groups
• , Des igned s ketchy prototypes cus tomers filled in blanks
:Value
• , Requirements s hared vis ion
• Not jus t a launch point for !management applications
• Network repres entation
• , View of bus ines s apps data
Planning
page 8August 1, 2009
Case Study: Designing a Complex Application Suite
Challenges
• What details do us ers need and?expect
• : , Requirements ris ks incomplete failure to confirm
:Solutions
• Refined prototypes with moredetails
• Iterative res earch to define next leve l of detail
:Value
• ( . . Details for info & tas k flow e g, )s tatus c licking behavior
• -Avoided cos tly re des ign
Requirements
page 9August 1, 2009
Case Study: Designing a Complex Application Suite
:Challenges
• : Complex hundreds of details
• : Tradeoffs eas e of us e vers us deve lopment cos t
:Solutions
• , Iterative us er interface des ign, prototyping tes ting
• , UI s pec ification evaluation
• - Cros s s uite s tyle guide
:Value
• Continuous us er focus keeps des ign us able and aligned with
requirements
• - Cros s team coordination to ens ure unified des ign
Des ign
page 10August 1, 2009
Case Study: Designing a Complex Application Suite
:Challenges
• ’ ?Meeting us ers requirements
• Unantic ipated des ign is s ues
:Solutions
• : Us er interviews key features
• Numerous us ability tes ts
• Structured expert review
• Ongoing des ign cons ulting
:Value
• - Cus tomer centered answers to des ign ques tions
• Us ability evaluation of actualproduct
Iterative Development
page 11August 1, 2009
Case Study: Designing a Complex Application Suite
:Challenges
• Is the product eas y to ins tall and?us e
• ’ Does it meet cus tomers real ?world needs
:Solutions
• Interviews with HP s pec ialis ts in the fie ld
• , Cus tomer vis its interviews
:Value of Us ability Data
• Identify gaps between us er needs and actual product
• -Focus es next vers ion require ments on cus tomer needs
-Pos t Releas e
page 12August 1, 2009
:The Challenges
• , , Provide continuous re liable unified web acces s to tech s upport from HP and Compaq
• Combine two approaches to online s upport delivery via the web while meeting expectations of
both groups of cus tomers
• Combine independent HP and Compaq Us ability Groups as part of
overall merger of eSupport program
• , Focus on cus tomer needs not political and technical challenges
Case Study: HP.com Support
page 13August 1, 2009
Case Study: HP.com Support
:Challenges
• Requirements handed down by merger planners
•2 dis tinct interaction models
:Solutions
• Validate requirements via fas t, prototyping early tes ting
• Iterative des ign & tes ting
• , Combined team web repos itory for s hared work
:Value• Retain cus tomer loyalty by
, working toward a s ingle unified s upport s ite as an indication of
’ HP s focus on the cus tomer
Des ign
page 14August 1, 2009
Case Study: HP.com Support
:Challenges
• ?Meeting requirements
• Integration of new des ign with .other s ites on HP com
• Will new des ign s upport the?functionality
:Solutions
• .Relations hips acros s HP com
• Ongoing des ign updates bas ed on cus tomer feedback
• , Iterative deve lopment tes t
:Value• Kept des ign aligned with both
s e ts of cus tomer needs andexpectations• .Integration with HP com
Development
page 15August 1, 2009
Case Study: HP.com Support
:Challenges
• Does this s ite meet the’ ?cus tomers real world needs
• Cons tant or improved cus tomer, ?s atis faction us age
:Solutions
• Large cus tomer s urvey
• - Remote web bas ed us ability, tes ting large number of us ers
• Us ability tes ting in lab
:Value
• - Cus tomer focus ed approach to evaluating s upport s ite
• , Validates if the content is us eful meets cus tomer needs
Product Releas e
page 16August 1, 2009
HP.com summary
• Fully integrated s ite re leas ed in, 2003Augus t
• Initial us ability data s how this performs as well if not better than
the previous s ites acros s us er types
• The des igners formerly from HP and Compaq now work together as one
group
• Continue to update and improve the s upport content to our cus tomers
http://h20000.www2.hp.com/bizsupport/TechSupport/Home.jsp
page 17August 1, 2009
Summary
•Customer-centered focus can unify diverse stakeholders and be the basis for common process definition
•Customer-centered design activities can and should be incorporated into every phase of product design and development
•CCDS activities are tailored to the needs of each project
•CCDS activities:–Decrease development time and cost by “getting it right
the first time”
– Increase customer satisfaction by meeting their needs and expectations
page 18August 1, 2009
Resources
•www.hfes.org - Human Factors & Ergonomics Society– Mission: to promote the discovery and exchange of knowledge
concerning the characteristics of human beings that are applicable to the design of systems and devices of all kinds.
•www.upassoc.org - Usability Professionals Association– Supports those who promote and advance the development of usable
products, reaching out to people who act as advocates for usability and the user experience.
•www.acm.org/sigs/sigchi - ACM Special Interest Group in Computer-Human Interaction– Brings together people working on the design, evaluation,
implementation, study of interactive computing systems for human use.
•www.baddesigns.com - Examples of things that are hard to use because they do not follow human factors principles
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