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©2003Hewlett-PackardDevelopmentCompany,L.P.TheinformationcontainedhereinissubjecttochangewithoutnoticeCustomer-CenteredDesignatHPNancyL.Clark&CraigB.Neelypage22019年8月24日星期六Overview•WhyisCustomer-CenteredDesignimportant?•HPCustomer-CenteredDesignServices(CCDS):Whoarewe?•Overview:WherewefitintheProductDevelopmentProcess•CaseStudy:Designingacomplexapplicationsuite•CaseStudy:MergerofCompaqandHPsupportwebsitespage32019年8月24日星期六WhyisCustomer-CenteredDesignImportant?page42019年8月24日星期六HPCustomer-CenteredDesignServices(CCDS):Whoweare•Centerofcompetencyincustomerresearchanddesigninguserinterfaces,withfacilitiesaroundthecountry–Staffeducatedandexperiencedincognitive&physiologicaldisciplines–CentralizedresourceforHPdesignteamswhodonothaveresearch,design,&testingskills•PrimaryvalueaddtoHPdesignteams:–ImprovedevelopmentprocessbybringingHPdesignteamstogether,creatingacommonproductvision–Bringtargetusersofproductstogetherwithdesignteamstodefine,design,developcustomer-centeredproductspage52019年8月24日星期六ProductDevelopmentProcess:OverviewOurFocus:•Useranalysis,requirements•Productdefinition,design,&developmentforeaseofuseandusefulnessOtherElementsoftheCustomerExperience:•Ordering,delivery•Documentation•Installation•Integrationwith3rdpartyproducts•CustomerSupportpage62019年8月24日星期六CaseStudy:DesigningaComplexApplicationSuiteStorageNetworkManagementChallenges•Verylargescale,distributednetworks–thousandsofdevices,hugeamountsofdata•Verycomplextomanage•Needcontinuous,reliableaccesstocriticalbusinessdata•Imagineaharddrivecrash!•Real-timemonitoring•Fasttroubleshootingpage72019年8月24日星期六CaseStudy:DesigningaComplexApplicationSuiteChallenges:•Vagueproductconcept•Customers’priorities?•DevelopingasharedvisionSolutions:•Customerfocusgroups•Designedsketchyprototypes,customersfilledinblanksValue:•Requirements,sharedvision•Notjustalaunchpointformanagementapplications!•Networkrepresentation•Viewofbusinessapps,dataPlanningpage82019年8月24日星期六CaseStudy:DesigningaComplexApplicationSuiteChallenges•Whatdetailsdousersneedandexpect?•Requirementsrisks:incomplete,failuretoconfirmSolutions:•Refinedprototypeswithmoredetails•IterativeresearchtodefinenextlevelofdetailValue:•Detailsforinfo&taskflow(e.g.status,clickingbehavior)•Avoidedcostlyre-designRequirementspage92019年8月24日星期六CaseStudy:DesigningaComplexApplicationSuiteChallenges:•Complex:hundredsofdetails•Tradeoffs:easeofuseversusdevelopmentcostSolutions:•Iterativeuserinterfacedesign,prototyping,testing•UIspecification,evaluation•Cross-suitestyleguideValue:•Continuoususerfocuskeepsdesignusableandalignedwithrequirements•Cross-teamcoordinationtoensureunifieddesignDesignpage102019年8月24日星期六CaseStudy:DesigningaComplexApplicationSuiteChallenges:•Meetingusers’requirements?•UnanticipateddesignissuesSolutions:•Userinterviews:keyfeatures•Numeroususabilitytests•Structuredexpertreview•OngoingdesignconsultingValue:•Customer-centeredanswerstodesignquestions•UsabilityevaluationofactualproductIterativeDevelopmentpage112019年8月24日星期六CaseStudy:DesigningaComplexApplicationSuiteChallenges:•Istheproducteasytoinstallanduse?•Doesitmeetcustomers’realworldneeds?Solutions:•InterviewswithHPspecialistsinthefield•Customervisits,interviewsValueofUsabilityData:•Identifygapsbetweenuserneedsandactualproduct•Focusesnextversionrequire-mentsoncustomerneedsPost-Releasepage122019年8月24日星期六TheChallenges:•Providecontinuous,reliable,unifiedwebaccesstotechsupportfromHPandCompaq•Combinetwoapproachestoonlinesupportdeliveryviathewebwhilemeetingexpectationsofbothgroupsofcustomers•CombineindependentHPandCompaqUsabilityGroupsaspartofoverallmergerofeSupportprogram•Focusoncustomerneeds,notpoliticalandtechnicalchallengesCaseStudy:HP.comSupportpage132019年8月24日星期六CaseStudy:HP.comSupportChallenges:•Requirementshandeddownbymergerplanners•2distinctinteractionmodelsSolutions:•Validaterequirementsviafastprototyping,earlytesting•Iterativedesign&testing•Combinedteam,webrepositoryforsharedworkValue:•Retaincustomerloyaltybyworkingtowardasingle,unifiedsupportsiteasanindicationofHP’sfocusonthecustomerDesignpage142019年8月24日星期六CaseStudy:HP.comSupportChallenges:•Meetingrequirements?•IntegrationofnewdesignwithothersitesonHP.com•Willnewdesignsupportthefunctionality?Solutions:•RelationshipsacrossHP.com•Ongoingdesignupdatesbasedoncustomerfeedback•Iterativedevelopment,testValue:•Keptdesignalignedwithbothsetsofcustomerneedsandexpectations•IntegrationwithHP.comDevelopmentpage152019年8月24日星期六CaseStudy:HP.comSupportChallenges:•Doesthissitemeetthecustomers’realworldneeds?•Constantorimprovedcustomersatisfaction,usage?Solutions:•Largecustomersurvey•Remoteweb-basedusabilitytesting,largenumberofusers•UsabilitytestinginlabValue:•Customer-focusedapproachtoevaluatingsupportsite•Validatesifthecontentisuseful,meetscustomerneedsProductReleasepage162019年8月24日星期六HP.comsummary•FullyintegratedsitereleasedinAugust,2003•Initialusabilitydatashowthisperformsaswellifnotbetterthantheprevioussitesacrossusertypes•ThedesignersformerlyfromHPandCompaqnowworktogetherasonegroup•Continuetoupdateandimprovethesupportc