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Ux strategy
The UX Strategy team presented a strategy for improving user experience across the organization. They outlined steps to define the scope of the UX strategy, align it with business strategies and IT functions, organize the governance structure and guide adoption. The strategy includes focusing on user experience, creating persona groups, using an experience first model with user stories and prototypes, and introducing new technology patterns and tools. The team defined next steps to further align the strategy, organize the governance structure, and transform the organization through staff training and development.
Ux strategy
- 1. The UX Strategy* AStrategic Approach to User Experience IT ManagementFinal *This is an IT only presentation – information within this deck will be reviewed with business.
- 2. UX Strategy Team 2 OurTeamCross Team Representation BOSS John Haley DATA Shelley Gehrman ADS - SAS Joe Nestlerode Committee Members ARCHITECTURE Lloyd Schenewerk ADS - CAT Mike Jones
- 3. UX Strategy Team 3 Define Scopeof UX Strategy, Definitions Align Business Strategy, BPM, SOA, Architecture, Data, PMO, Testing Organize Structure, Governance, Execution Guide IT organization and define adoption of intuitive user experience impacting our organizational processes, structure, and skills. Our Charter Transform Develop staff, Grow, Evolve
- 4. UX Strategy Team 4 People& Process Scope of UX Strategy 2 Components A Focus on User Experience Tools B New Technology Patterns
- 5. UX Strategy Team 5 Creatinga better experience for our users A Focus on User Experience
- 6. UX Strategy Team 6 USER EXPERIENCE Theaim of usability is to make the user interface easy to use whilst the aim of user experience to make the user happy before, during and after using the interface. User Experience Where Technology meets Psychology USABILIT Y User Interface is the vehicle, Usability is the science and User Experience is the emotion. When done properly, user experience effectively enhances the relationship between the user and the brand. This is because true user experience goes far beyond giving customers what they say they want, or providing checklist features USER INTERFACE
- 7. UX Strategy Team 7 TheImportance of User Experience User experience (UX) has become a critical factor in customer and workplace satisfaction 40% of people will abandon a web page if it takes more than three seconds to load. A study of Fortune 500 websites showed an average load time of 6.5 seconds. Source: Hubspot.com The industry is going to the “Experience First” methodology, which is a proven methodology for improving customer satisfaction. Poor customer experiences result in an estimated $83 Billion loss by US enterprises each year because of defections and abandoned purchases. Source: Parature Customer Service Blog “User Experience” is becoming a key differentiator In the industry. 89% of consumers began doing business with a competitor following a poor customer experience. Source: RightNow Customer Experience Impact Report 2011
- 8. UX Strategy Team 8 •Sold 8,000 in 48 days • Microsoft spent 2 years and over 1 billion dollars • No Apps, No Games 45% Lorem Ipsum Dolor Sit Amet Apple iPhone Microsoft Kin Verizon Stopped Selling it after 48 days and returned unsold phones • Sold 600,000 preorders in 24 hours • Apps and Games • Highly praised interface Over 421 Million Units Sold To Date User Experience is a Competitive Advantage
- 9. UX Strategy Team 9 Stepsto a better User Experience Experience First Model User Stories USER STORIES Captures what a user does or needs to do as part of his or her job function What does the user... EMPATHIES Fictitious characters represent user communities in order to solve design questions PERSONAS Visual guides represent skeletal frameworks of a website WIREFRAMES Interactive models simulate eventual working systems PROTOTYPES PLANNING PHASE
- 10. UX Strategy Team 10 PersonaGroups Persona 1 Back Office Persona 2 FA Mobile Persona 4 Customer Persona 5 Call Center Persona 3 Front Office Persona 6 Middle Office Brokerage Persona Groups Definition A persona group is intended to identify a subset of a total user population that share the same goals and behaviors and might use a site, brand or product in a similar way
- 11. UX Strategy Team 11 OUTLINE Recommendtools for each phase of the Experience First Model DEFINE Define the process for the Experience First Model ENGAGE Engage with business leaders to review recommendations How will MarkIT be leveraged for Wireframes going forward? How could these new processes/steps impact project timeline and cost? Will the Business Process workflow teams be stewards of User Stories? Vendor Products – What is the strategy to provide common look and feel (e.g. BondDesk, Caliper) Define UX Strategy - Next Steps questions • Who owns each phase (business, IT, both, team)? • Funding of each phase? • Roles included? • Impact on roles and existing responsibilities? • Lifecycle reconciliation (PMO) • How will UCD be expanded to meet demand? • Review Glossary
- 12. UX Strategy Team 12 NewTechnology Patterns & Tools B The Tools to build Modern Applications
- 13. UX Strategy Team 13 TheUXi Pattern Socialization and Education The Pattern Reference The User Experience (UX) Interface pattern describes principles and technologies for delivering application interface functionality to end users through web browsers and connected devices. This pattern creates Rich Internet Applications, Single Page Applications, Widgets, and web pages, based on Responsive Web Design. The User Interface (UI) is focused on delivering an integrated and consistent functionality, enhancing the end user’s experience and workflow — not a single business system from UI to data. This pattern will utilize, but not contain, the following areas of business systems: • Domain Services • Business Process Management • Business Rules Engine
- 14. UX Strategy Team 14 TheUXi Pattern Socialization and Education (Page 2) • Deliver content and functionality to end user based on the screen resolution and device capabilities. • Adapt to the delivery medium without user intervention. • Aggregate backend services, workflows and processes into an intuitive, highly integrated UI that focuses on user experience, productivity and ease of use. • Utilize standards based web technologies including HTML5, CSS3, and JavaScript. • Provide a single architectural pattern, style and technology stack for all UI needs on all connected devices and browsers. • Exclude proprietary thick technologies such as Adobe Flash, Microsoft Silverlight and Java applets. • Modernize our UI technology skillsets to state of the art. • Lay the foundations for a competitive and highly flexible UX technology practice within WBR. • “Responsive Design” Techniques • “Decision Tree” Usage when Uxi appropriate The focus of this UX Interface pattern is to:
- 15. UX Strategy Team 15 Define Scopeof UX Strategy, Definitions Align Business Strategy, BPM, SOA, Architecture, Data, PMO, Testing Organize Structure, Governance, Execution Guide IT organization and define adoption of intuitive user experience impacting our organizational processes, structure, and skills. Our Charter Transform Develop staff, Grow, Evolve
- 16. UX Strategy Team 16 Define UseBPM Coach vs. “Jackbe” or “Presto” or other code base choice (tertiary solution) – decision tree for when to use each? Collaboration between BPM, UX and Architecture teams. PATTERN Socialization Consider Enterprise Playbook How do changes impact each role How do changes impact process UX ROADMAP Technical Plan Device Strategy Organizing Alignment Training Strategy TPM Alignment Organize UX Strategy - Next Steps
- 17. UX Strategy Team 17 AssignPersona Group Owners 02 Persona Groups Persona Owners: •Champion Projects within the Persona •Govern platform(s) and/or device(s) used by the Persona •Work closely with other Persona owners to establish standards and best practices across Personas. •Serve as member of the UX Steering Committee to determine the future direction of UX. •Establish business relationship with business leaders for the Persona •No reorganization of contributor staff at this time •Eventually Persona expansion to WBR level. •The breakdown to the left is a current assumption and requires further thought and conversation with the business Persona 1 Back Office Persona 2 FA Mobile Persona 4 Customer Persona 5 Call Center Persona 3 Front Office Persona 6 Middle Office Brokerage
- 18. UX Strategy Team 18 Executionis Everything UX Governance Structure 4th QTR of 2013 (dotted lines future) 01 Strategy Team 03UX Competency Team Capability Team Lead Solution Architect Strategy Architect Analyst(s) Developer(s) 05 FA Mobile Front Office Retail (eBrokerage) Call Center Middle Office Back Office App Delivery Teams/Owners 02 Steering Committee Chair WBR Architecture FA Mobile Persona Front Office Persona Middle Office Persona Back Office Persona Call Center Persona Client Persona Business Data, Test & PMO reps Steering Committee 04 UX Competency Team Business/User Centered Design (UCD) Until we have closed any pending action items (including vetting our recommendation with the business) and confirmed that the business is on board, we would ramp up the larger Steering Committee. Competency Team: •Cross section of technology teams represented •Serve as a “center of excellence” for UX working with UX projects to guide on processes, tools and technologies. •Evaluate standing processes, tools and technologies to determine gaps or recommend changes to the UX Steering Committee (rapidly changing space) •Primary liaison to User Center Design •Roadmap planning with Architecture •Team has already assembled Steering Committee: •Senior decision making body for UX •Meets regularly to evaluate and evolve the UX organization, pattern and tools to ensure proper UX adoption. •Reviews all UX candidate projects •Defines the development and training plan UX resources •Ensures proper governance of UX development •Evaluates the recommendations of UX Competency Team •Coordinates with other Pattern Steering Committees (SOA) as needed. •Provides periodic progress updates to Sr Leadership Strategy Team: Vet scope and recommendations with Technology Leadership Engage business leaders to ensure strategic alignment
- 19. UX Strategy Team 19 Define Scopeof UX Strategy, Definitions Align Business Strategy, BPM, SOA, Architecture, Data, PMO, Testing Organize Structure, Governance, Execution Guide IT organization and define adoption of intuitive user experience impacting our organizational processes, structure, and skills. Our Charter Transform Develop staff, Grow, Evolve
- 20. UX Strategy Team 20 RESTATE Alignmentactions throughout earlier part of deck - Business Alignment MEETING WITH BPM to discuss Coach MEETING with SOA Strategy PRESENT Progress and further recommendations in next forum. Align UX Strategy - Next Steps
- 21. UX Strategy Team 21 Define Scopeof UX Strategy, Definitions Align Business Strategy, BPM, SOA, Architecture, Data, PMO, Testing Organize Structure, Governance, Execution Guide IT organization and define adoption of intuitive user experience impacting our organizational processes, structure, and skills. Our Charter Transform Develop staff, Grow, Evolve
- 22. UX Strategy Team 22 UXRepresentatives now available Training – 1 round Training existing staff thru engagment of UX Compentency Team (for now) Maintenance of UX pattern Transform Adapting to NextGen recommendations Longevity of funding UX vendors (MarkIT)
- 23. UX Strategy Team 23 Progressto Date Make an Impact New Development Pattern Train on Development Language Define Holistically, Technology & Process
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- 25. UX Strategy Team 25 Glossary PREVIOUS PAGE FIRST PAGE LASTPAGE VIEWED NEXT PAGE 1 of 7 GLOSSARY PAGES
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- 31. UX Strategy Team 31 Glossary http://uxpa-uk.org/resources/glossary-of-terms PREVIOUS PAGE FIRST PAGE LASTPAGE VIEWED NEXT PAGE 7 of 7 GLOSSARY PAGES
- 32. UX Strategy Team 32 ThankYouFor your participation
Editor's Notes
- #7 Visual Design is the Establishment of a philosophy about how to make an impact Do we Need to know/communicate WHAT is changing – new development pattern (train people on development language) - maybe not (steven Jolly, Aaron Case) Current state = next state – the pattern into a one pager Defined holistically, technology & process Updated notes… Two Fold explanation - 1. UX is Philosophical – IT Delivery Team 2. Technical leveraged across other devices a. Tools (WIJMO, etc) b. Complete with a templated and formatted approach using our pattern
- #10 We want to bring the process to app dev models through MarkIt
- #12 Talk about markIt and how it might integrate with our processes – as yet undefined
- #14 Synthesize White Paper from UX pattern document (technical construction)- Britt UXI pattern introduces 3 changes to how applications are developed… Emphasizes optimizing the user experience. Goal: promote a User-Centered Design approach to development (as opposed to an Application-Centered approach) Goal: deliver well-designed and intuitive user experiences based on each group’s needs. (A group is sometimes referred to as a “persona group”). Goal: eliminate the “swivel chair” experience of bouncing between dozens of functional applications to complete a task. Adopts the look & feel of modern web & mobile applications. Goal: provide feasibility for our solutions to be available on a wider range of devices (e.g. tablets). Goal: provide seamless & responsive user experience: Google’s search box auto completion. The responsiveness and interactivity of Google Maps, Google Finance. Heavily depends on our Service layer to separate UI from the underlying systems. Goal: to provide easier integration across systems. Goal: increased agility at introducing UI adaptations for same underlying functionality Goal: fast adoption of new devices
- #15 Synthesize White Paper from UX pattern document (technical construction)- Britt UXI pattern introduces 3 changes to how applications are developed… Emphasizes optimizing the user experience. Goal: promote a User-Centered Design approach to development (as opposed to an Application-Centered approach) Goal: deliver well-designed and intuitive user experiences based on each group’s needs. (A group is sometimes referred to as a “persona group”). Goal: eliminate the “swivel chair” experience of bouncing between dozens of functional applications to complete a task. Adopts the look & feel of modern web & mobile applications. Goal: provide feasibility for our solutions to be available on a wider range of devices (e.g. tablets). Goal: provide seamless & responsive user experience: Google’s search box auto completion. The responsiveness and interactivity of Google Maps, Google Finance. Heavily depends on our Service layer to separate UI from the underlying systems. Goal: to provide easier integration across systems. Goal: increased agility at introducing UI adaptations for same underlying functionality Goal: fast adoption of new devices
- #19 Delete names
- #22 Re
- #26 Reduce Glossary to used terms and create Hyperlinks for each