• 1. Customer-Centered Design at HP Nancy L. Clark & Craig B. Neely
    • 2. page 219 November 2018OverviewWhy is Customer-Centered Design important? HP Customer-Centered Design Services (CCDS): Who are we? Overview: Where we fit in the Product Development Process Case Study: Designing a complex application suite Case Study: Merger of Compaq and HP support web sites
    • 3. page 319 November 2018Why is Customer-Centered Design Important?
    • 4. page 419 November 2018HP Customer-Centered Design Services (CCDS): Who we areCenter of competency in customer research and designing user interfaces, with facilities around the country Staff educated and experienced in cognitive & physiological disciplines Centralized resource for HP design teams who do not have research, design, & testing skills Primary value add to HP design teams: Improve development process by bringing HP design teams together, creating a common product vision Bring target users of products together with design teams to define, design, develop customer-centered products
    • 5. page 519 November 2018Product Development Process: OverviewOur Focus: User analysis, requirements Product definition, design, & development for ease of use and usefulness Other Elements of the Customer Experience: Ordering, delivery Documentation Installation Integration with 3rd party products Customer Support
    • 6. page 619 November 2018Case Study: Designing a Complex Application SuiteStorage Network Management Challenges Very large scale, distributed networks – thousands of devices, huge amounts of data Very complex to manage Need continuous, reliable access to critical business data Imagine a hard drive crash! Real-time monitoring Fast troubleshooting
    • 7. page 719 November 2018Case Study: Designing a Complex Application SuiteChallenges: Vague product concept Customers’ priorities? Developing a shared visionSolutions: Customer focus groups Designed sketchy prototypes, customers filled in blanksValue: Requirements, shared vision Not just a launch point for management applications! Network representation View of business apps, dataPlanning
    • 8. page 819 November 2018Case Study: Designing a Complex Application SuiteChallenges What details do users need and expect? Requirements risks: incomplete, failure to confirmSolutions: Refined prototypes with more details Iterative research to define next level of detailValue: Details for info & task flow (e.g. status, clicking behavior) Avoided costly re-designRequirements
    • 9. page 919 November 2018Case Study: Designing a Complex Application SuiteChallenges: Complex: hundreds of details Tradeoffs: ease of use versus development costSolutions: Iterative user interface design, prototyping, testing UI specification, evaluation Cross-suite style guideValue: Continuous user focus keeps design usable and aligned with requirements Cross-team coordination to ensure unified designDesign
    • 10. page 1019 November 2018Case Study: Designing a Complex Application SuiteChallenges: Meeting users’ requirements? Unanticipated design issuesSolutions: User interviews: key features Numerous usability tests Structured expert review Ongoing design consultingValue: Customer-centered answers to design questions Usability evaluation of actual productIterative Development
    • 11. page 1119 November 2018Case Study: Designing a Complex Application SuiteChallenges: Is the product easy to install and use? Does it meet customers’ real world needs?Solutions: Interviews with HP specialists in the field Customer visits, interviewsValue of Usability Data: Identify gaps between user needs and actual product Focuses next version require-ments on customer needs Post-Release
    • 12. page 1219 November 2018The Challenges: Provide continuous, reliable, unified web access to tech support from HP and Compaq Combine two approaches to online support delivery via the web while meeting expectations of both groups of customersCombine independent HP and Compaq Usability Groups as part of overall merger of eSupport program Focus on customer needs, not political and technical challenges Case Study: HP.com Support
    • 13. page 1319 November 2018Case Study: HP.com SupportChallenges: Requirements handed down by merger planners 2 distinct interaction modelsSolutions: Validate requirements via fast prototyping, early testing Iterative design & testing Combined team, web repository for shared workValue: Retain customer loyalty by working toward a single, unified support site as an indication of HP’s focus on the customerDesign
    • 14. page 1419 November 2018Case Study: HP.com SupportChallenges: Meeting requirements? Integration of new design with other sites on HP.com Will new design support the functionality?Solutions: Relationships across HP.com Ongoing design updates based on customer feedback Iterative development, testValue: Kept design aligned with both sets of customer needs and expectations Integration with HP.comDevelopment
    • 15. page 1519 November 2018Case Study: HP.com SupportChallenges: Does this site meet the customers’ real world needs? Constant or improved customer satisfaction, usage?Solutions: Large customer survey Remote web-based usability testing, large number of users Usability testing in labValue: Customer-focused approach to evaluating support site Validates if the content is useful, meets customer needsProduct Release
    • 16. page 1619 November 2018HP.com summaryFully integrated site released in August, 2003 Initial usability data show this performs as well if not better than the previous sites across user types The designers formerly from HP and Compaq now work together as one group Continue to update and improve the support content to our customers http://h20000.www2.hp.com/bizsupport/TechSupport/Home.jsp
    • 17. page 1719 November 2018SummaryCustomer-centered focus can unify diverse stakeholders and be the basis for common process definition Customer-centered design activities can and should be incorporated into every phase of product design and development CCDS activities are tailored to the needs of each project CCDS activities: Decrease development time and cost by “getting it right the first time” Increase customer satisfaction by meeting their needs and expectations
    • 18. page 1819 November 2018Resourceswww.hfes.org - Human Factors & Ergonomics Society Mission: to promote the discovery and exchange of knowledge concerning the characteristics of human beings that are applicable to the design of systems and devices of all kinds. www.upassoc.org - Usability Professionals Association Supports those who promote and advance the development of usable products, reaching out to people who act as advocates for usability and the user experience. www.acm.org/sigs/sigchi - ACM Special Interest Group in Computer-Human Interaction Brings together people working on the design, evaluation, implementation, study of interactive computing systems for human use. www.baddesigns.com - Examples of things that are hard to use because they do not follow human factors principles
    • 19. HP logo三茅招聘管理软件,永久免费,HR都在用。官方下载网站:http://www.hrloo.com/