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- 2022-05-26 16:48:01 发布
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Customer-CenteredDesignatHPNancyL.Clark&CraigB.Neely
OverviewWhyisCustomer-CenteredDesignimportant?HPCustomer-CenteredDesignServices(CCDS):Whoarewe?Overview:WherewefitintheProductDevelopmentProcessCaseStudy:DesigningacomplexapplicationsuiteCaseStudy:MergerofCompaqandHPsupportwebsites2021/9/292
WhyisCustomer-CenteredDesignImportant?2021/9/293
HPCustomer-CenteredDesignServices(CCDS):WhoweareCenterofcompetencyincustomerresearchanddesigninguserinterfaces,withfacilitiesaroundthecountryStaffeducatedandexperiencedincognitive&physiologicaldisciplinesCentralizedresourceforHPdesignteamswhodonothaveresearch,design,&testingskillsPrimaryvalueaddtoHPdesignteams:ImprovedevelopmentprocessbybringingHPdesignteamstogether,creatingacommonproductvisionBringtargetusersofproductstogetherwithdesignteamstodefine,design,developcustomer-centeredproducts2021/9/294
ProductDevelopmentProcess:OverviewOurFocus:Useranalysis,requirementsProductdefinition,design,&developmentforeaseofuseandusefulnessOtherElementsoftheCustomerExperience:Ordering,deliveryDocumentationInstallationIntegrationwith3rdpartyproductsCustomerSupport2021/9/295
CaseStudy:DesigningaComplexApplicationSuiteStorageNetworkManagementChallengesVerylargescale,distributednetworks–thousandsofdevices,hugeamountsofdataVerycomplextomanageNeedcontinuous,reliableaccesstocriticalbusinessdataImagineaharddrivecrash!Real-timemonitoringFasttroubleshooting2021/9/296
CaseStudy:DesigningaComplexApplicationSuiteChallenges:VagueproductconceptCustomers’priorities?DevelopingasharedvisionSolutions:CustomerfocusgroupsDesignedsketchyprototypes,customersfilledinblanksValue:Requirements,sharedvisionNotjustalaunchpointformanagementapplications!NetworkrepresentationViewofbusinessapps,dataPlanning2021/9/297
CaseStudy:DesigningaComplexApplicationSuiteChallengesWhatdetailsdousersneedandexpect?Requirementsrisks:incomplete,failuretoconfirmSolutions:RefinedprototypeswithmoredetailsIterativeresearchtodefinenextlevelofdetailValue:Detailsforinfo&taskflow(e.g.status,clickingbehavior)Avoidedcostlyre-designRequirements2021/9/298
CaseStudy:DesigningaComplexApplicationSuiteChallenges:Complex:hundredsofdetailsTradeoffs:easeofuseversusdevelopmentcostSolutions:Iterativeuserinterfacedesign,prototyping,testingUIspecification,evaluationCross-suitestyleguideValue:ContinuoususerfocuskeepsdesignusableandalignedwithrequirementsCross-teamcoordinationtoensureunifieddesignDesign2021/9/299
CaseStudy:DesigningaComplexApplicationSuiteChallenges:Meetingusers’requirements?UnanticipateddesignissuesSolutions:Userinterviews:keyfeaturesNumeroususabilitytestsStructuredexpertreviewOngoingdesignconsultingValue:Customer-centeredanswerstodesignquestionsUsabilityevaluationofactualproductIterativeDevelopment2021/9/2910
CaseStudy:DesigningaComplexApplicationSuiteChallenges:Istheproducteasytoinstallanduse?Doesitmeetcustomers’realworldneeds?Solutions:InterviewswithHPspecialistsinthefieldCustomervisits,interviewsValueofUsabilityData:IdentifygapsbetweenuserneedsandactualproductFocusesnextversionrequire-mentsoncustomerneedsPost-Release2021/9/2911
TheChallenges:Providecontinuous,reliable,unifiedwebaccesstotechsupportfromHPandCompaqCombinetwoapproachestoonlinesupportdeliveryviathewebwhilemeetingexpectationsofbothgroupsofcustomersCombineindependentHPandCompaqUsabilityGroupsaspartofoverallmergerofeSupportprogramFocusoncustomerneeds,notpoliticalandtechnicalchallengesCaseStudy:HP.comSupport2021/9/2912
CaseStudy:HP.comSupportChallenges:Requirementshandeddownbymergerplanners2distinctinteractionmodelsSolutions:Validaterequirementsviafastprototyping,earlytestingIterativedesign&testingCombinedteam,webrepositoryforsharedworkValue:Retaincustomerloyaltybyworkingtowardasingle,unifiedsupportsiteasanindicationofHP’sfocusonthecustomerDesign2021/9/2913
CaseStudy:HP.comSupportChallenges:Meetingrequirements?IntegrationofnewdesignwithothersitesonHP.comWillnewdesignsupportthefunctionality?Solutions:RelationshipsacrossHP.comOngoingdesignupdatesbasedoncustomerfeedbackIterativedevelopment,testValue:KeptdesignalignedwithbothsetsofcustomerneedsandexpectationsIntegrationwithHP.comDevelopment2021/9/2914
CaseStudy:HP.comSupportChallenges:Doesthissitemeetthecustomers’realworldneeds?Constantorimprovedcustomersatisfaction,usage?Solutions:LargecustomersurveyRemoteweb-basedusabilitytesting,largenumberofusersUsabilitytestinginlabValue:Customer-focusedapproachtoevaluatingsupportsiteValidatesifthecontentisuseful,meetscustomerneedsProductRelease2021/9/2915
HP.comsummaryFullyintegratedsitereleasedinAugust,2003InitialusabilitydatashowthisperformsaswellifnotbetterthantheprevioussitesacrossusertypesThedesignersformerlyfromHPandCompaqnowworktogetherasonegroupContinuetoupdateandimprovethesupportcontenttoourcustomers2021/9/2916
SummaryCustomer-centeredfocuscanunifydiversestakeholdersandbethebasisforcommonprocessdefinitionCustomer-centereddesignactivitiescanandshouldbeincorporatedintoeveryphaseofproductdesignanddevelopmentCCDSactivitiesaretailoredtotheneedsofeachprojectCCDSactivities:Decreasedevelopmenttimeandcostby“gettingitrightthefirsttime”Increasecustomersatisfactionbymeetingtheirneedsandexpectations2021/9/2917
Resources2021/9/2918
HPlogo2021/9/2919
演讲完毕,谢谢观看!