wells fargo ux strategy - strategy presentation

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  • The UX Strategy*A Strategic Approach to User ExperienceIT ManagementFinal*This is an IT only presentation information within this deck will be reviewed with business.

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    UX Strategy Team*

    Our TeamCross Team RepresentationBOSSJohn HaleyDATA Shelley GehrmanADS - SASJoe Nestlerode

    Committee MembersARCHITECTURE Lloyd SchenewerkADS - CAT Mike Jones

    UX Strategy Team*

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

    Guide IT organization and define adoption of intuitive user experience impacting our organizational processes, structure, and skills. Our CharterTransformDevelop staff, Grow, Evolve

    UX Strategy Team*

    People & ProcessScope of UX Strategy2 Components

    AFocus on User Experience

    ToolsBNewTechnologyPatterns

    UX Strategy Team*

    Creating a better experience for our usersFocus on User Experience

    UX Strategy Team*

    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

    Visual Design is the Establishment of a philosophy about how to make an impactDo we Need to know/communicate WHAT is changing new development pattern (train people on development language) - maybe not (steven Jolly, Aaron Case) Current state = next state the pattern into a one pagerDefined holistically, technology & process

    Updated notes

    Two Fold explanation -1. UX is Philosophical IT Delivery Team2. Technical leveraged across other devicesa. Tools (WIJMO, etc)b. Complete with a templated and formatted approach using our pattern

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    UX Strategy Team*

    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

    UX Strategy Team*

    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

    UX Strategy Team*

    Steps to a better User Experience Experience First Model

    PLANNING PHASE

    We want to bring the process to app dev models through MarkIt*

    UX Strategy Team*

    Persona GroupsBrokeragePersona 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 way

    UX Strategy Team*

    OUTLINERecommend tools for each phase of the Experience First ModelDEFINEDefine the process for the Experience First ModelENGAGEEngage with business leaders to review recommendationsHow will MarkIT 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 feel (e.g. BondDesk, Caliper)Define UX Strategy - Next StepsquestionsWho owns each phase (business, IT, both, team)?Funding of each phase?Roles included?Impact on roles and existing responsibilities?Lifecycle reconciliation (PMO)

    How will UCD be expanded to meet demand?Review Glossary

    Talk about markIt and how it might integrate with our processes as yet undefined*

    UX Strategy Team*

    New Technology Patterns & ToolsThe Tools to build Modern Applications

    UX Strategy Team*

    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 not contain, the following areas of business systems: Domain Services Business Process Management Business Rules Engine

    Synthesize White Paper from UX pattern document (technical construction)- Britt

    UXI pattern introduces 3 changes to how applications are developed

    Emphasizes optimizing the user experience.Goal: promote a User-Centered Design approach to development (as opposed to an Application-Centered approach)Goal: deliver well-designed and intuitive user experiences based on each groups needs. (A group is sometimes referred to as a persona group).Goal: eliminate the swivel chair experience of bouncing between dozens of functional applications to complete a task.

    Adopts the look & feel of modern web & mobile applications.Goal: provide feasibility for our solutions to be available on a wider range of devices (e.g. tablets).Goal: provide seamless & responsive user experience:Googles search box auto completion.The responsiveness and interactivity of Google Maps, Google Finance.

    Heavily depends on our Service layer to separate UI from the underlying systems. Goal: to provide easier integration across systems.Goal: increased agility at introducing UI adaptations for same underlying functionalityGoal: fast adoption of new devices

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    UX Strategy Team*

    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 WBR.Responsive Design TechniquesDecision Tree Usage when Uxi appropriate

    The focus of this UX Interface pattern is to:

    Synthesize White Paper from UX pattern document (technical construction)- Britt

    UXI pattern introduces 3 changes to how applications are developed

    Emphasizes optimizing the user experience.Goal: promote a User-Centered Design approach to development (as opposed to an Application-Centered approach)Goal: deliver well-designed and intuitive user experiences based on each groups needs. (A group is sometimes referred to as a persona group).Goal: eliminate the swivel chair experience of bouncing between dozens of functional applications to complete a task.

    Adopts the look & feel of modern web & mobile applications.Goal: provide feasibility for our solutions to be available on a wider range of devices (e.g. tablets).Goal: provide seamless & responsive user experience:Googles search box auto completion.The responsiveness and interactivity of Google Maps, Google Finance.

    Heavily depends on our Service layer to separate UI from the underlying systems. Goal: to provide easier integration across systems.Goal: increased agility at introducing UI adaptations for same underlying functionalityGoal: fast adoption of new devices

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    UX Strategy Team*

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

    Guide IT organization and define adoption of intuitive user experience impacting our organizational processes, structure, and skills. Our CharterTransformDevelop staff, Grow, Evolve

    UX Strategy Team*

    Define Use BPM Coach vs. Jackbe or Presto or other code base choice (tertiary solution) decision tree for when to use each?Collaboration between BPM, UX and Architecture teams.PATTERNSocialization

    ConsiderEnterprise PlaybookHow do changes impact each roleHow do changes impact processUX ROADMAPTechnical PlanDevice StrategyOrganizing AlignmentTraining StrategyTPM AlignmentOrganize UX Strategy - Next Steps

    UX Strategy Team*

    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

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