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  • The UX StrategyA Strategic Approach to User Experience

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    UX Strategy Team*

    Our TeamCross Team RepresentationBOSSStakeholder name hereDATA Stakeholder name hereUser MetricsStakeholder name here

    Committee MembersARCHITECTURE Stakeholder name hereBrand and ContentStakeholder name here

    UX Strategy Team*

    DefineScope of UX Strategy, DefinitionsAlignBusiness Strategy, BPM, SOA, Architecture, Data, PMO, TestingOrganizeStructure, Governance, Execution

    Our CharterTransformDevelop Team, Grow, Evolve

    Guide organization and define adoption of intuitive user experience impacting the QuikTrip brand, organizational processes, structure, and skills.

    UX Strategy Team*

    People & ProcessScope of UX Strategy2 Components

    AFocus on User Experience

    ToolsBNewTechnologyPatterns

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    Creating a better experience for our usersFocus on User Experience

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    USER EXPERIENCEThe aim of usability is to make the user interface easy to use whilst the aim of user experience to make the user happy before, during and after using the interface.User ExperienceWhere Technology meets PsychologyUSABILITYUser Interface is the vehicle, Usability is the science and User Experience is the emotion.When done properly, user experience effectively enhances the relationship between the user and the brand. This is because true user experience goes far beyond giving customers what they say they want, or providing checklist featuresUSERINTERFACE

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    The Importance of User ExperienceUser experience (UX) has become a critical factor in customer and workplace satisfaction40% of people will abandon a web page if it takes more than three seconds to load. A study of Fortune 500 websites showed an average load time of 6.5 seconds.Source: Hubspot.comThe industry is going to the Experience First methodology, which is a proven methodology for improving customer satisfaction.Poor customer experiences result in an estimated $83 Billion loss by US enterprises each year because of defections and abandoned purchases.Source: Parature Customer Service BlogUser Experience is becoming a key differentiator In the industry.89% of consumers began doing business with a competitor following a poor customer experience.Source: RightNow Customer Experience Impact Report 2011

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    Sold 8,000 in 48 daysMicrosoft spent 2 years and over 1 billion dollarsNo Apps, No Games

    45%Lorem Ipsum Dolor Sit Amet

    AppleiPhoneMicrosoftKinVerizon Stopped Selling it after 48 days and returned unsold phonesSold 600,000 preorders in 24 hoursApps and GamesHighly praised interface

    Over 421 Million Units SoldTo DateUser Experience is a Competitive Advantage

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    Steps to a better User Experience Experience First Model

    PLANNING PHASE

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    Persona GroupsPersona Groups DefinitionA persona group is intended to identify a subset of a total user population that share the same goals and behaviors and might use a site, brand or product in a similar wayQuikTrip

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    OUTLINERecommend tools for each phase of the Experience First ModelDEFINEDefine the process for the Experience First ModelENGAGEEngage with business leaders to review recommendationsQUESTIONSHow will UX be leveraged for Wireframes going forward?How could these new processes/steps impact project timeline and cost?Will the Business Process workflow teams be stewards of User Stories?Vendor Products What is the strategy to provide common look and feelDefine UX Strategy - Next StepsWho owns each phase (business, IT, both, team)?Funding of each phase?Roles included?Impact on roles and existing responsibilities?LifecycleHow will UCD be expanded to meet demand?Review Glossary

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    New Technology Patterns & ToolsThe Tools to build Modern Applications

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    The UXi PatternSocialization and EducationThe Pattern ReferenceThe User Experience (UX) Interface pattern describes principles and technologies for delivering application interface functionality to end users through web browsers and connected devices. This pattern creates Rich Internet Applications, Single Page Applications, Widgets, and web pages, based on Responsive Web Design. The User Interface (UI) is focused on delivering an integrated and consistent functionality, enhancing the end users experience and workflow not a single business system from UI to data. This pattern will utilize, but should not contain, the following areas of business systems:

    Brand ImplementationDomain ServicesBusiness Process ManagementBusiness Rules Engine

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    The UXi PatternSocialization and Education (Page 2)

    Deliver content and functionality to end user based on the screen resolution and device capabilities.Adapt to the delivery medium without user intervention.Aggregate backend services, workflows and processes into an intuitive, highly integrated UI that focuses on user experience, productivity and ease of use.Utilize standards based web technologies including HTML5, CSS3, and JavaScript.Provide a single architectural pattern, style and technology stack for all UI needs on all connected devices and browsers.Exclude proprietary thick technologies such as Adobe Flash, Microsoft Silverlight and Java applets.Modernize our UI technology skillsets to state of the art.Lay the foundations for a competitive and highly flexible UX technology practice within QuikTrip.Responsive Design TechniquesDecision Tree Usage when Uxi appropriateThe focus of this UX Interface pattern is to:

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    UX Strategy Team*

    DefineScope of UX Strategy, DefinitionsAlignBusiness Strategy, BPM, SOA, Architecture, Data, PMO, TestingOrganizeStructure, Governance, Execution

    Our CharterTransformDevelop staff, Grow, Evolve

    Guide organization and define adoption of intuitive user experience impacting the QuikTrip brand, organizational processes, structure, and skills.

    UX Strategy Team*

    DEFINE Collaboration between UX and Architecture teams.PATTERNSocialization

    CONSIDEREnterprise PlaybookHow do changes impact each roleHow do changes impact processUX ROADMAPTechnical PlanDevice StrategyOrganizing AlignmentTraining StrategyAlignmentOrganize UX Strategy - Next Steps

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    Assign Persona Group Owners

    02Persona GroupsPersona Owners:Champion Projects within the PersonaGovern platform(s) and/or device(s) used by the PersonaWork closely with other Persona owners to establish standards and best practices across Personas.Serve as member of the UX Steering Committee to determine the future direction of UX.Establish business relationship with business leaders for the PersonaThe breakdown to the left is a current assumption and requires further thought and conversation with business

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    Execution is EverythingUX Governance StructureCompetency Team: Cross section of technology teams represented Serve as a center of excellence for UX working with UX projects to guide on processes, tools and technologies. Evaluate standing processes, tools and technologies to determine gaps or recommend changes to the UX Steering Committee (rapidly changing space) Primary liaison to User Center Design Roadmap planning with ArchitectureSteering Committee:Senior decision making body for UXMeets regularly to evaluate and evolve the UX organization, pattern and tools to ensure proper UX adoption.Reviews all UX candidate projectsDefines the development and training plan UX resourcesEnsures proper governance of UX development Evaluates the recommendations of UX Competency TeamCoordinates with other Pattern Steering Committees (SOA) as needed.Provides periodic progress updates to Sr Leadership Strategy Team:Scope and recommendations with Technology Leadership

    Engage business leaders to ensure strategic alignment

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    UX Strategy Team*

    DefineScope of UX Strategy, DefinitionsAlignBusiness Strategy, BPM, SOA, Architecture, Data, PMO, TestingOrganizeStructure, Governance, Execution

    Guide organization and define adoption of intuitive user experience impacting the QuikTrip brand, organizational processes, structure, and skills. Our CharterTransformDevelop Team, Grow, Evolve

    UX Strategy Team*

    RESTATEAlignment actions throughout earlier part of deck- Business AlignmentMEETINGWith Business Process Management to discuss coaching/orientation opportunitiesMEETINGwith SOA (Service-Oriented Architecture)Architectural Pattern StrategyPRESENTProgress and further recommendations in next forum.Align UX Strategy - Next Steps

    UX Strategy Team*

    DefineScope of UX Strategy, DefinitionsAlignBusiness Strategy, BPM, SOA, Architecture, Data, PMO, TestingOrganizeStructure, Governance, Execution

    Our CharterTransformDevelop Team, Grow, Evolve

    Guide organization and define adoption of intuitive user experience impacting the QuikTrip brand, organizational processes, structure, and skills.

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    UX Strategy Team*

    UX Representative (Brad) now availableTraining 1 roundTraining existing staff thru engagement of UX Competency Team (for now)Maintenance of UX patternTransformAdapting to NextGen recommendations

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    Progress to DateMake an ImpactNew Development PatternTrain on Development LanguageDefine Holistically, Technology & Process

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    Glossary Of Terms

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    Glossary

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