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Customer-CenteredDesignatHPNancyL.Clark&CraigB.NeelyOverviewWhyisCustomer-CenteredDesignimportant?HPCustomer-CenteredDesignServices(CCDS):Whoarewe?Overview:WherewefitintheProductDevelopmentProcessCaseStudy:DesigningacomplexapplicationsuiteCaseStudy:MergerofCompaqandHPsupportwebsites1/2/20232WhyisCustomer-CenteredDesignImportant?1/2/20233HPCustomer-CenteredDesignServices(CCDS):
WhoweareCenterofcompetencyincustomerresearchanddesigninguserinterfaces,withfacilitiesaroundthecountryStaffeducatedandexperiencedincognitive&physiologicaldisciplinesCentralizedresourceforHPdesignteamswhodonothaveresearch,design,&testingskillsPrimaryvalueaddtoHPdesignteams:ImprovedevelopmentprocessbybringingHPdesignteamstogether,creatingacommonproductvisionBringtargetusersofproductstogetherwithdesignteamstodefine,design,developcustomer-centeredproducts1/2/20234ProductDevelopmentProcess:OverviewOurFocus:Useranalysis,requirementsProductdefinition,design,&developmentforeaseofuseandusefulnessOtherElementsoftheCustomerExperience:Ordering,deliveryDocumentationInstallationIntegrationwith3rdpartyproductsCustomerSupport1/2/20235CaseStudy:DesigningaComplexApplicationSuiteStorageNetworkManagementChallenges
Verylargescale,distributednetworks–thousandsofdevices,hugeamountsofdataVerycomplextomanageNeedcontinuous,reliableaccesstocriticalbusinessdataImagineaharddrivecrash!Real-timemonitoringFasttroubleshooting1/2/20236CaseStudy:DesigningaComplexApplicationSuiteChallenges:VagueproductconceptCustomers’priorities?DevelopingasharedvisionSolutions:CustomerfocusgroupsDesignedsketchyprototypes,customersfilledinblanksValue:Requirements,sharedvisionNotjustalaunchpointformanagementapplications!NetworkrepresentationViewofbusinessapps,dataPlanning1/2/20237CaseStudy:DesigningaComplexApplicationSuiteChallengesWhatdetailsdousersneedandexpect?Requirementsrisks:incomplete,failuretoconfirmSolutions:RefinedprototypeswithmoredetailsIterativeresearchtodefinenextlevelofdetailValue:Detailsforinfo&taskflow(e.g.status,clickingbehavior)Avoidedcostlyre-designRequirements1/2/20238CaseStudy:DesigningaComplexApplicationSuiteChallenges:Complex:hundredsofdetailsTradeoffs:easeofuseversusdevelopmentcostSolutions:Iterativeuserinterfacedesign,prototyping,testingUIspecification,evaluationCross-suitestyleguideValue:ContinuoususerfocuskeepsdesignusableandalignedwithrequirementsCross-teamcoordinationtoensureunifieddesignDesign1/2/20239CaseStudy:DesigningaComplexApplicationSuiteChallenges:Meetingusers’requirements?UnanticipateddesignissuesSolutions:Userinterviews:keyfeaturesNumeroususabilitytestsStructuredexpertreviewOngoingdesignconsultingValue:Customer-centeredanswerstodesignquestionsUsabilityevaluationofactualproductIterativeDevelopment1/2/202310CaseStudy:DesigningaComplexApplicationSuiteChallenges:Istheproducteasytoinstallanduse?Doesitmeetcustomers’’realworldneeds?Solutions:InterviewswithHPspecialistsinthefieldCustomervisits,interviewsValueofUsabilityData:IdentifygapsbetweenuserneedsandactualproductFocusesnextversionrequire-mentsoncustomerneedsPost-Release12/24/202211TheChallenges:Providecontinuous,reliable,unifiedwebaccesstotechsupportfromHPandCompaqCombinetwoapproachestoonlinesupportdeliveryviathewebwhilemeetingexpectationsofbothgroupsofcustomersCombineindependentHPandCompaqUsabilityGroupsaspartofoverallmergerofeSupportprogramFocusoncustomerneeds,notpoliticalandtechnicalchallengesCaseStudy:HP.comSupport12/24/202212CaseStudy:HP.comSupportChallenges:Requirementshandeddownbymergerplanners2distinctinteractionmodelsSolutions:Validaterequirementsviafastprototyping,earlytestingIterativedesign&testingCombinedteam,webrepositoryforsharedworkValue:Retaincustomerloyaltybyworkingtowardasingle,unifiedsupportsiteasanindicationofHP’sfocusonthecustomerDesign12/24/202213CaseStudy:HP.comSupportChallenges:Meetingrequirements?IntegrationofnewdesignwithothersitesonHP.comWillnewdesignsupportthefunctionality?Solutions:RelationshipsacrossHP.comOngoingdesignupdatesbasedoncustomerfeedbackIterativedevelopment,testValue:KeptdesignalignedwithbothsetsofcustomerneedsandexpectationsIntegrationwithHP.comDevelopment12/24/202214CaseStudy:HP.comSupportChallenges:Doesthissitemeetthecustomers’’realworldneeds?Constantorimprovedcustomersatisfaction,usage?Solutions:LargecustomersurveyRemoteweb-basedusabilitytesting,largenumberofusersUsabilitytestinginlabValue:Customer-focusedapproachtoevaluatingsupportsiteValidatesifthecontentisuseful,meetscustomerneedsProductRelease12/24/202215HP.comsummaryFullyintegratedsitereleasedinAugust,2003InitialusabilitydatashowthisperformsaswellifnotbetterthantheprevioussitesacrossusertypesThedesignersformerlyfromHPandCompaqnowworktogetherasonegroupContinuetoupdateandimprovethesupportcontenttoourcustomers12/24/202216SummaryCustomer-centeredfocuscanunifydiversestakeholdersandbethebasisforcommonprocessdefinitionCustomer-centereddesignactivitiescanandshouldbeincorporatedintoeveryphaseofproductdesignanddevelopmentCCDSactivitiesaretailoredtotheneedsofeachprojectCCDSactivities:Decreasedevelopmenttimeandcostby“gettingitrightthefirsttime”Increasecustomersatisfactionbymeetingtheirneedsandexpectations12/24/202217Resources12/24/202218HPlogo12/24/2022199、靜靜夜夜四四無無鄰鄰,,荒荒居居舊舊業(yè)業(yè)貧貧。。。。12月月-2212月月-22Saturday,December24,202210、雨雨中中黃黃葉葉樹樹,,燈燈下下白白頭頭人人。。。。06:12:2006:12:2006:1212/24/20226:12:20AM11、以我獨獨沈久,,愧君相相見頻。。。12月-2206:12:2006:12Dec-2224-Dec-2212、故人江海別別,幾度隔山山川。。06:12:2006:12:2006:12Saturday,December24,202213、乍見翻疑夢夢,相悲各問問年。。12月-2212月-2206:12:2006:12:20December24,202214、他鄉(xiāng)生白白發(fā),舊國國見青山。。。24十二二月20226:12:20上上午06:12:2012月-2215、比比不不了了得得就就不不比比,,得得不不到到的的就就不不要要。。。。。十二二月月226:12上上午午12月月-2206:12December24,202216、行行動動出出成成果果,,工工作作出出財財富富。。。。2022/12/246:12:2006:12:2024December202217、做做前前,,能能夠夠環(huán)環(huán)視視四四周周;;做做時時,,你你只只能能或或者者最最好好沿沿著著以以腳腳為為起起點點的的射射線線向向前前。。。。6:12:20上上午午6:12上上午午06:12:2012月-229、沒有失敗,,只有暫時停停止成功!。。12月-2212月-22Saturday,December24,202210、很多事情努努力了未必有有結(jié)果,但是是不努力卻什什么改變也沒沒有。。06:12:2006:12:2006:1212/24/20226:12:20AM11、成成功功就就是是日日復(fù)復(fù)一一日日那那一一點點點點小小小小努努力力的的積積累累。。。。12月月-2206:12:2006:12Dec-2224-Dec-2212、世間成成事,不不求其絕絕對圓滿滿,留一一份不足足,可得得無限完完美。。。06:12:2006:12:2006:12Saturday,December24,202213、不知香香積寺,,數(shù)里入入云峰。。。12月-2212月-2206:12:2006:12:20December24,202214、意志志堅強強的人人能把把世界界放在在手中中像泥泥塊一一樣任任意揉揉捏。。24十十二二月20226:12:20上上午06:12:2012月月-2215、楚塞塞三湘湘接,,荊門門九派派通。。。。十二月月226:12上上午午12月月-2206:12December24,202216、少年十五五二十時,,步行奪得得胡馬騎。。。2022/12/246:12:2006:12:2024December202217、空山新雨雨后,天氣氣晚來秋。。。6:12:20上上午6:12上上午06:12:2012月-229、楊柳散和和風,青山山澹吾慮。。。12月-2212月-22Saturday,December24,202210、閱閱讀讀一一切切好好書書如如同同和和過過去去最最杰杰出出的的人人談?wù)勗捲??!?6:12:2006:12:2006:1212/24/20226:12:20AM11、越越是是沒沒有有本本領(lǐng)領(lǐng)的的就就越越加加自自命命不不凡凡。。
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