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1、 Customer CenteredDesignatHPNancyL Clark CraigB Neely page2 June5 2020 Overview WhyisCustomer CenteredDesignimportant HPCustomer CenteredDesignServices CCDS Whoarewe Overview WherewefitintheProductDevelopmentProcessCaseStudy DesigningacomplexapplicationsuiteCaseStudy MergerofCompaqandHPsupportwebsit
2、es page3 June5 2020 WhyisCustomer CenteredDesignImportant page4 June5 2020 HPCustomer CenteredDesignServices CCDS Whoweare Centerofcompetencyincustomerresearchanddesigninguserinterfaces withfacilitiesaroundthecountryStaffeducatedandexperiencedincognitive physiologicaldisciplinesCentralizedresourcefo
3、rHPdesignteamswhodonothaveresearch design testingskillsPrimaryvalueaddtoHPdesignteams ImprovedevelopmentprocessbybringingHPdesignteamstogether creatingacommonproductvisionBringtargetusersofproductstogetherwithdesignteamstodefine design developcustomer centeredproducts page5 June5 2020 ProductDevelop
4、mentProcess Overview OurFocus Useranalysis requirementsProductdefinition design developmentforeaseofuseandusefulnessOtherElementsoftheCustomerExperience Ordering deliveryDocumentationInstallationIntegrationwith3rdpartyproductsCustomerSupport page6 June5 2020 CaseStudy DesigningaComplexApplicationSui
5、te StorageNetworkManagementChallengesVerylargescale distributednetworks thousandsofdevices hugeamountsofdataVerycomplextomanageNeedcontinuous reliableaccesstocriticalbusinessdataImagineaharddrivecrash Real timemonitoringFasttroubleshooting page7 June5 2020 CaseStudy DesigningaComplexApplicationSuite
6、 Challenges VagueproductconceptCustomers priorities Developingasharedvision Solutions CustomerfocusgroupsDesignedsketchyprototypes customersfilledinblanks Value Requirements sharedvisionNotjustalaunchpointformanagementapplications NetworkrepresentationViewofbusinessapps data Planning page8 June5 202
7、0 CaseStudy DesigningaComplexApplicationSuite ChallengesWhatdetailsdousersneedandexpect Requirementsrisks incomplete failuretoconfirm Solutions RefinedprototypeswithmoredetailsIterativeresearchtodefinenextlevelofdetail Value Detailsforinfo taskflow e g status clickingbehavior Avoidedcostlyre design
8、Requirements page9 June5 2020 CaseStudy DesigningaComplexApplicationSuite Challenges Complex hundredsofdetailsTradeoffs easeofuseversusdevelopmentcost Solutions Iterativeuserinterfacedesign prototyping testingUIspecification evaluationCross suitestyleguide Value Continuoususerfocuskeepsdesignusablea
9、ndalignedwithrequirementsCross teamcoordinationtoensureunifieddesign Design page10 June5 2020 CaseStudy DesigningaComplexApplicationSuite Challenges Meetingusers requirements Unanticipateddesignissues Solutions Userinterviews keyfeaturesNumeroususabilitytestsStructuredexpertreviewOngoingdesignconsul
10、ting Value Customer centeredanswerstodesignquestionsUsabilityevaluationofactualproduct IterativeDevelopment page11 June5 2020 CaseStudy DesigningaComplexApplicationSuite Challenges Istheproducteasytoinstallanduse Doesitmeetcustomers realworldneeds Solutions InterviewswithHPspecialistsinthefieldCusto
11、mervisits interviews ValueofUsabilityData IdentifygapsbetweenuserneedsandactualproductFocusesnextversionrequire mentsoncustomerneeds Post Release page12 June5 2020 TheChallenges Providecontinuous reliable unifiedwebaccesstotechsupportfromHPandCompaqCombinetwoapproachestoonlinesupportdeliveryviathewe
12、bwhilemeetingexpectationsofbothgroupsofcustomers CombineindependentHPandCompaqUsabilityGroupsaspartofoverallmergerofeSupportprogramFocusoncustomerneeds notpoliticalandtechnicalchallenges CaseStudy HP comSupport page13 June5 2020 CaseStudy HP comSupport Challenges Requirementshandeddownbymergerplanne
13、rs2distinctinteractionmodels Solutions Validaterequirementsviafastprototyping earlytestingIterativedesign testingCombinedteam webrepositoryforsharedwork Value Retaincustomerloyaltybyworkingtowardasingle unifiedsupportsiteasanindicationofHP sfocusonthecustomer Design page14 June5 2020 CaseStudy HP co
14、mSupport Challenges Meetingrequirements IntegrationofnewdesignwithothersitesonHP comWillnewdesignsupportthefunctionality Solutions RelationshipsacrossHP comOngoingdesignupdatesbasedoncustomerfeedbackIterativedevelopment test Value KeptdesignalignedwithbothsetsofcustomerneedsandexpectationsIntegratio
15、nwithHP com Development page15 June5 2020 CaseStudy HP comSupport Challenges Doesthissitemeetthecustomers realworldneeds Constantorimprovedcustomersatisfaction usage Solutions LargecustomersurveyRemoteweb basedusabilitytesting largenumberofusersUsabilitytestinginlab Value Customer focusedapproachtoe
16、valuatingsupportsiteValidatesifthecontentisuseful meetscustomerneeds ProductRelease page16 June5 2020 HP comsummary FullyintegratedsitereleasedinAugust 2003InitialusabilitydatashowthisperformsaswellifnotbetterthantheprevioussitesacrossusertypesThedesignersformerlyfromHPandCompaqnowworktogetherasonegroupContinuetoupdateandimprovethesupportcontenttoourcustomers page17 June5 2020 Summary Customer centeredfocuscanunifydiversestakeholdersandbethebasisforcommonprocessdefinitionCustomer centereddesigna
