Improving the User Experience to Increase Business Value
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Erich Kissel discusses techniques for increasing the business value of process and system management tools like CA PPM. He emphasizes improving the user experience through intuitive workflows, relevant insights, and usability enhancements. Kissel argues that value is best achieved by treating users as people, embracing feedback, and taking a gradual, customized approach to maturity. He provides examples of qualitative and quantitative metrics his own organization tracked to demonstrate improved user experience and value over time.
Improving the User Experience to Increase Business Value
- 1. Process & System Management - Improving the User Experience to Increase Business Value Erich Kissel @PPMWarrior
- 2. Abstract Erich is a process/system functional specialist, blogger and thought leader in the PPM space. He has led PPM transformation through implementation, maturity and value enablement, including; Demand, Resource, Project, Financial Management and Portfolio Planning within his organization. His latest interest is facilitating Design Sessions and Hackathons, with the intent to de/reconstruct Next Gen PPM. Erich Kissel Citrix @PPMWarrior LinkedIn: Erich Kissel Erich.Kissel@Citrix.com
- 3. Agenda WE ARE HERE TO ENABLE CA PPM ROI FACILITATING CA PPM VALUE WITHIN OUR ORGANIZATIONS UNIQUE APPROACHES VALUE ENABLEMENT TECHNIQUES 1 2 3 4
- 5. The value of a process/system can be measured by the efficiency of input and value of output Intuitive flow: “low clicks,” direct tie between process/system Insight: right information, people, time with context
- 6. What is the value return? Insight: • Capacity to gain an accurate and deep intuitive understanding • Right information, people, time and with context
- 8. Value Enablement Usability Quality attribute that assesses how easy user interfaces are to use; the word "usability" also refers to methods for improving ease-of-use during the design process Defined by five quality components: • Learnability • Efficiency • Memorability • Errors • Satisfaction
- 9. Can we track usability? • Metrics that matter • Data compliance and audit • KPIs • Click counts • Surveys • Beta and CRs • Availability and Speed • Show me tangible and real value! Data quality enablement
- 11. Concepts are easy Process/system achieved value is difficult and unique to each organization
- 12. One size does not fit all • Coming from different environments • Have different stories • Unique limitations • Different needs and definitions of “value” • Singularly implementing functionality instead of solutions • Most do not have EPMOs, must be agile within own organization … Different adoption requirements from different groups
- 13. “Find no value” “Way too complex” “Ignore it until it goes away” My story - from “ripping out,” to value enablement
- 14. “Converted our business requirements into a robust and innovative PPM solution that provided simplified self-service project management capability” (Services) “I want to be on your team, you have the most fun.” (user) 22 clicks to 12 to 5 (“oob” AM) “I am satisfied with the updated process” 88 percent Agree or Strongly Agree (RM) Feedback from process training, 50 percent participation (average was 12 percent at the time) Business value is difficult to track. Nine business units implemented Resource Allocation Management and/or Executive Status Reporting/ Top Down Gantt Views “Enhanced functionality with minimal change management” (FM) “I love CA Clarity” (user) Examples of how we showed improved User Experience Qualitative & Quantitative
- 15. #ENABLEMENT
- 16. Standard Steps to Success • Exec support • Trained and available team • Change management • Operationalized policies • But there is more …
- 17. An organization’s greatest asset is its people, not users
- 18. Embrace the hate • People having emotional reactions • Opportunity to identify the improvements
- 19. Engage and acknowledge, remove barriers of communication and issue propaganda
- 20. Creativity through Constraints “Training on-demand” “Performs like a pivot” “Simple as a spreadsheet” “Easier than a workaround” “Quickly consumable communication” …
- 21. • “Out - In” v. “In - Out” • Only thing that an organization or group is capable of appreciating is a bucket of water • Beware of “shoulding” or speaking above the need “But all I need is a bucket of water”
- 22. Is the “right thing,” right here and right now? • Best practices, or the “right thing,” are not wrong, they just never seem right enough for our specific situation—identify the pain • Not necessarily the “what,” but the “how” and the “why”
- 23. Maturity is Step-by-Step Note: The rule is “Process 1st, then tool.” But some groups do want to leverage best practices and will adapt to a tool
- 24. Project/Program /Product Management Resource Management Demand Management Reporting Project/ Program / Product Financial Management Maturing towards portfolio processes value is a the sum of the CA PPM processes Maturity is step-by-step
- 25. Enhancements | 50/50 | Simplification
- 26. Turn off the noise • Gain direct access • Set favorites • Set home • Publish “Action Boards” • Configure for pop-ups v. redirection
- 27. Needle in a haystack - must give a Metal Detector • Menu tied directly to processes • Scheduled and subscription reports • “Appify” functions • KPI dashboards • Make “smaller”
- 28. From Cog to Cognizance • Identifying the direct correlation between data entry and value output • KPIs drive activity and will change behavior • Organic audit
- 29. Play
- 30. Play
- 31. Takeaways No ROI without user acceptance Value found with CA PPM insight Value Enablement Layer— Each organization is unique
- 32. Value from process/ systems—easy-in and insight out Treat process/ system users as people Look for and embrace the hate/pain Play and get a foot in the door to prove value Get visible and create inclusion Cog to cognizant when relating investments Takeaways
- 33. Creativity through constraints It’s the people out- to-in, not in-to-out when investing in further value Maturity is PPM- holistic and step- by-step Make the system “small” Great transformation towards value is within our ability, low investment, high ROI! Takeaways
- 34. Summary / Q&A We can greatly improve the value that our supported processes/systems provide to our organizations by clever and custom enablement techniques when we treat our users as people. @PPMWarrior LinkedIn: Erich Kissel Erich.Kissel@Citrix.com