A user centred CRM

Editor's Notes

• #3: It is not because a product contains all the defined features that work according to the requirements a product is usable for the end user. User centred design makes the bridge between technology, business and end user.
• #6: Effectiveness: the accuracy and completeness with which specified users can achieve specified goals in paricular environments Efficiency: the resources expended in relation to the accuracy and completeness of goals achieved Satisfaction: the comfort and acceptability of the work system to its users and other people affected by its use
• #7: Mistake #1: Thinking that because something is easy to use, it’s a good user experience Mistake #2: Thinking a beautiful design will be magically easy or intuitive to use
• #17: Scope definition. What’s is really behind the question, do we really need what’s asked or is there a better solution for the problem/need? What are the reasons and expectations from the business Are there any technical issues we know already? Are there strict time and/or budget constraints we need to take into account?
• #18: The different user groups you define here are not necessarily the same as defined by marketing. Especially in b2b products, marketing will aim at the managers who will decide if a product is bought. They are often not the people who will use the product. People don’t use products, websites and software just for the sake of using, they have goals they want to reach, often goals can be separated into tasks/steps. Goals can be: enjoy playing a game, buying a t-shirt, printing a document, filing expenses,... Which tools do they use currently The environment where a product is used can bring many constraints, open plan office, a construction site, small desk,...
• #19: Contextual Inquiry 3 markets, UK, Belgium & Germany (+/- 15md 18 dealers) Different habits, different systems used in connection with the Siebel application, different national instructions Where the application is more or less the same the environment determines differences in use
• #20: When / why Looking for consensus and/or group input Limited time & budget
• #21: User interfaces should place the main focus on the primary tasks but also cater for the secundary tasks (long neck principle) All (primary) tasks need to be divided into subtasks/steps
• #22: Visitors come for almost the same things to your mobile as to your website, except for more “application” like actions such as creating extensive documents, difficult image adjustments,… So translate the focus of your mobile experience to your website. Do take into account the specifics of your users, website, application & business
• #24: How will users navigate through the application? Define interaction elements