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- 1. Customer-Centered Design at HP Nancy L. Clark & Craig B. Neely © 2003 Hew lett-Packard Developm Com ent pany, L.P. The information contained herein is subject to change without
- 2. Overview • W is Custom hy er-Centered Design important? • HP Customer-Centered Design Services (CCDS): Who are we? • Overview W : here w fit in the Product Developm e ent Process • Case Study: Designing a complex application suite • Case Study: Merger of Compaq and HP support web sites February 19, 2009 page 2
- 3. W is Custom hy er-Centered Design Important? February 19, 2009 page 3
- 4. HP Customer-Centered Design Services (CCDS): W w are ho e • Center of com petency in custom research and designing er user interfaces, w facilities around the country ith – Staff educated and experienced in cognitive & physiological disciplines – Centralized resource for HP design team w do not s ho have research, design, & testing skills • Prim value add to HP design team ary s: – Im prove developm process by bringing HP design ent team together, creating a com on product vision s m – Bring target users of products together w design team ith s to define, design, develop custom er-centered products February 19, 2009 page 4
- 5. Product Developm Process: Overview ent Our Focus: •User analysis, requirem ents •Product definition, design, & developm for ease of use ent and usefulness Other Elements of the Custom Experience: er •Ordering, delivery •Docum entation •Installation •Integration w 3rd party ith products •Custom Support er February 19, 2009 page 5
- 6. Case Study: Designing a Complex Application Suite Storage Netw ork M anagem Challenges ent • Very large scale, distributed netw orks – thousands of devices, huge am ounts of data •Very complex to manage •Need continuous, reliable access to critical business data •Imagine a hard drive crash! • Real-tim m e onitoring February 19, 2009 • Fast troubleshooting page 6
- 7. Case Study: Designing a Complex Application Suite Planning Challe ng e s : •Vag ue pro duc t c o nc e pt •Cus to me rs ’ prio ritie s ? •De ve lo ping a s hare d vis io n S o lutio ns : •Cus to me r fo c us g ro ups •De s ig ne d s ke tc hy pro to type s , c us to me rs fille d in blanks Value : •Re quire me nts , s hare d vis io n •No t jus t a launc h po int fo r manag e me nt applic atio ns ! •Ne two rk re pre s e ntatio n •Vie w o f bus ine s s apps , data February 19, 2009 page 7
- 8. Case Study: Designing a Complex Application Suite Re quire me nts Challe ng e s •What de tails do us e rs ne e d and e xpe c t? •Re quire me nts ris ks : inc o mple te , failure to c o nfirm S o lutio ns : •Re fine d pro to type s with mo re de tails •Ite rative re s e arc h to de fine ne xt le ve l o f de tail Value : •De tails fo r info & tas k flo w (e .g . s tatus , c lic king be havio r) •Avo ide d c o s tly re -de s ig n February 19, 2009 page 8
- 9. Case Study: Designing a Complex Application Suite De s ig n Challe ng e s : •Co mple x : hundre ds o f de tails •Trade o ffs : e as e o f us e ve rs us de ve lo pme nt c o s t S o lutio ns : •Ite rative us e r inte rfac e de s ig n , pro to typing , te s ting •UI s pe c ific atio n , e valuatio n •Cro s s -s uite s tyle g uide Value : •Co ntinuo us us e r fo c us ke e ps de s ig n us able and alig ne d with re quire me nts •Cro s s -te am c o o rdinatio n to e ns ure unifie d de s ig n February 19, 2009 page 9
- 10. Case Study: Designing a Complex Application Suite Ite rative De ve lo pme nt Challe ng e s : •Me e ting us e rs ’ re quire me nts ? •Unantic ipate d de s ig n is s ue s S o lutio ns : •Us e r inte rvie ws : ke y fe ature s •Nume ro us us ability te s ts •S truc ture d e xpe rt re vie w •Ong o ing de s ig n c o ns ulting Value : •Cus to me r-c e nte re d ans we rs to de s ig n que s tio ns •Us ability e valuatio n o f ac tual pro duc t February 19, 2009 page 10
- 11. Case Study: Designing a Complex Application Suite Po s t-Re le as e Challe ng e s : •Is the pro duc t e as y to ins tall and us e ? •Do e s it me e t c us to me rs ’ re al wo rld ne e ds ? S o lutio ns : •Inte rvie ws with HP s pe c ialis ts in the fie ld •Cus to me r vis its , inte rvie ws Value o f Us ability Data : •Ide ntify g aps be twe e n us e r ne e ds and ac tual pro duc t •Fo c us e s ne xt ve rs io n re quire - me nts o n c us to me r ne e ds February 19, 2009 page 11
- 12. Case Study: HP.com Support The Challe ng e s : •Pro vide c o ntinuo us , re liable , unifie d we b ac c e s s to te c h s uppo rt fro m HP and Co mpaq •Co mbine two appro ac he s to o nline s uppo rt de live ry via the we b while me e ting e xpe c tatio ns o f bo th g ro ups o f c us to me rs •Co mbine inde pe nde nt HP and Co mpaq Us ability Gro ups as part o f o ve rall me rg e r o f e S uppo rt pro g ram •Fo c us o n c us to me r ne e ds , no t po litic al and te c hnic al c halle ng e s February 19, 2009 page 12
- 13. Case Study: HP.com Support De s ig n Challe ng e s : •Re quire me nts hande d do wn by me rg e r planne rs •2 dis tinc t inte rac tio n mo de ls S o lutio ns : •Validate re quire me nts via fas t pro to typing , e arly te s ting •Ite rative de s ig n & te s ting •Co mbine d te am , we b re po s ito ry fo r s hare d wo rk Value : •Re tain c us to me r lo yalty by wo rking to ward a s ing le , unifie d s uppo rt s ite as an indic atio n o f HP ’s fo c us o n the c us to me r February 19, 2009 page 13
- 14. Case Study: HP.com Support De ve lo pme nt Challe ng e s : •Me e ting re quire me nts ? •Inte g ratio n o f ne w de s ig n with o the r s ite s o n HP .c o m •Will ne w de s ig n s uppo rt the func tio nality ? S o lutio ns : •Re latio ns hips ac ro s s HP .c o m •Ong o ing de s ig n update s bas e d o n c us to me r fe e dbac k •Ite rative de ve lo pme nt, te s t Value : •Ke pt de s ig n alig ne d with bo th s e ts o f c us to me r ne e ds and e xpe c tatio ns •Inte g ratio n with HP .c o m February 19, 2009 page 14
- 15. Case Study: HP.com Support Pro duc t Re le as e Challe ng e s : •Do e s this s ite me e t the c us to me rs ’ re al wo rld ne e ds ? •Co ns tant o r impro ve d c us to me r s atis fac tio n , us ag e ? S o lutio ns : •Larg e c us to me r s urve y •Re mo te we b -bas e d us ability te s ting , larg e numbe r o f us e rs •Us ability te s ting in lab Value : •Cus to me r-fo c us e d appro ac h to e valuating s uppo rt s ite •Validate s if the c o nte nt is us e ful, me e ts c us to me r ne e ds February 19, 2009 page 15
- 16. HP.com sum ary m http://h20000.w w w 2.hp.com/bizsupport/TechSupport/Home.jsp • Fully inte g rate d s ite re le as e d in Aug us t, 2003 • Initial us ability data s ho w this pe rfo rms as we ll if no t be tte r than the pre vio us s ite s ac ro s s us e r type s • The de s ig ne rs fo rme rly fro m HP and Co mpaq no w wo rk to g e the r as o ne g ro up • Co ntinue to update and impro ve the s uppo rt c o nte nt to o ur c us to me rs February 19, 2009 page 16
- 17. Sum ary m • Custom er-centered focus can unify diverse stakeholders and be the basis for com on process m definition • Custom er-centered design activities can and should be incorporated into every phase of product design and developm ent • CCDS activities are tailored to the needs of each project • CCDS activities: – Decrease developm tim and cost by “getting it right ent e the first time” – Increase custom satisfaction by m February 19, 2009 er eeting their needs and page 17
- 18. Resources • w w w .hfes.org - Hum Factors & Ergonom Society an ics – M ission: to prom the discovery and exchange of know ote ledge concerning the characteristics of hum beings that are applicable to an the design of system and devices of all kinds. s • w w w .upassoc.org - Usability Professionals Association – Supports those w prom and advance the developm of usable ho ote ent products, reaching out to people w act as advocates for usability and ho the user experience. • w w w .acm .org/sigs/sigchi - ACM Special Interest Group in Computer-Hum Interaction an – Brings together people w orking on the design, evaluation, implem entation, study of interactive computing system for hum use. s an • w w w .baddesigns.com - Exam ples of things that are hard to use because they do not followhum factors principles an February 19, 2009 page 18
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