惠普产品开发（英文版）.ppt

,Customer-CenteredDesignatHPNancyL.Clark&CraigB.Neely,page2,2019年11月28日星期四,Overview,WhyisCustomer-CenteredDesignimportant?HPCustomer-CenteredDesignServices(CCDS):Whoarewe?Overview:WherewefitintheProductDevelopmentProcessCaseStudy:DesigningacomplexapplicationsuiteCaseStudy:MergerofCompaqandHPsupportwebsites,page3,2019年11月28日星期四,WhyisCustomer-CenteredDesignImportant?,page4,2019年11月28日星期四,HPCustomer-CenteredDesignServices(CCDS):Whoweare,Centerofcompetencyincustomerresearchanddesigninguserinterfaces,withfacilitiesaroundthecountryStaffeducatedandexperiencedincognitive&physiologicaldisciplinesCentralizedresourceforHPdesignteamswhodonothaveresearch,design,&testingskillsPrimaryvalueaddtoHPdesignteams:ImprovedevelopmentprocessbybringingHPdesignteamstogether,creatingacommonproductvisionBringtargetusersofproductstogetherwithdesignteamstodefine,design,developcustomer-centeredproducts,page5,2019年11月28日星期四,ProductDevelopmentProcess:Overview,OurFocus:Useranalysis,requirementsProductdefinition,design,&developmentforeaseofuseandusefulnessOtherElementsoftheCustomerExperience:Ordering,deliveryDocumentationInstallationIntegrationwith3rdpartyproductsCustomerSupport,page6,2019年11月28日星期四,CaseStudy:DesigningaComplexApplicationSuite,StorageNetworkManagementChallengesVerylargescale,distributednetworksthousandsofdevices,hugeamountsofdataVerycomplextomanageNeedcontinuous,reliableaccesstocriticalbusinessdataImagineaharddrivecrash!Real-timemonitoringFasttroubleshooting,page7,2019年11月28日星期四,CaseStudy:DesigningaComplexApplicationSuite,Challenges:VagueproductconceptCustomerspriorities?Developingasharedvision,Solutions:CustomerfocusgroupsDesignedsketchyprototypes,customersfilledinblanks,Value:Requirements,sharedvisionNotjustalaunchpointformanagementapplications!NetworkrepresentationViewofbusinessapps,data,Planning,page8,2019年11月28日星期四,CaseStudy:DesigningaComplexApplicationSuite,ChallengesWhatdetailsdousersneedandexpect?Requirementsrisks:incomplete,failuretoconfirm,Solutions:RefinedprototypeswithmoredetailsIterativeresearchtodefinenextlevelofdetail,Value:Detailsforinfo&taskflow(e.g.status,clickingbehavior)Avoidedcostlyre-design,Requirements,page9,2019年11月28日星期四,CaseStudy:DesigningaComplexApplicationSuite,Challenges:Complex:hundredsofdetailsTradeoffs:easeofuseversusdevelopmentcost,Solutions:Iterativeuserinterfacedesign,prototyping,testingUIspecification,evaluationCross-suitestyleguide,Value:ContinuoususerfocuskeepsdesignusableandalignedwithrequirementsCross-teamcoordinationtoensureunifieddesign,Design,page10,2019年11月28日星期四,CaseStudy:DesigningaComplexApplicationSuite,Challenges:Meetingusersrequirements?Unanticipateddesignissues,Solutions:Userinterviews:keyfeaturesNumeroususabilitytestsStructuredexpertreviewOngoingdesignconsulting,Value:Customer-centeredanswerstodesignquestionsUsabilityevaluationofactualproduct,IterativeDevelopment,page11,2019年11月28日星期四,CaseStudy:DesigningaComplexApplicationSuite,Challenges:Istheproducteasytoinstallanduse?Doesitmeetcustomersrealworldneeds?,Solutions:InterviewswithHPspecialistsinthefieldCustomervisits,interviews,ValueofUsabilityData:IdentifygapsbetweenuserneedsandactualproductFocusesnextversionrequire-mentsoncustomerneeds,Post-Release,page12,2019年11月28日星期四,TheChallenges:Providecontinuous,reliable,unifiedwebaccesstotechsupportfromHPandCompaqCombinetwoapproachestoonlinesupportdeliveryviathewebwhilemeetingexpectationsofbothgroupsofcustomers,CombineindependentHPandCompaqUsabilityGroupsaspartofoverallmergerofeSupportprogramFocusoncustomerneeds,notpoliticalandtechnicalchallenges,CaseStudy:HP.comSupport,page13,2019年11月28日星期四,CaseStudy:HP.comSupport,Challenges:Requirementshandeddownbymergerplanners2distinctinteractionmodels,Solutions:Validaterequirementsviafastprototyping,earlytestingIterativedesign&testingCombinedteam,webrepositoryforsharedwork,Value:Retaincustomerloyaltybyworkingtowardasingle,unifiedsupportsiteasanindicationofHPsfocusonthecustomer,Design,page14,2019年11月28日星期四,CaseStudy:HP.comSupport,Challenges:Meetingrequirements?IntegrationofnewdesignwithothersitesonHP.comWillnewdesignsupportthefunctionality?,Solutions:RelationshipsacrossHP.comOngoingdesignupdatesbasedoncustomerfeedbackIterativedevelopment,test,Value:KeptdesignalignedwithbothsetsofcustomerneedsandexpectationsIntegrationwithHP.com,Development,page15,2019年11月28日星期四,CaseStudy:HP.comSupport,Challenges:Doesthissitemeetthecustomersrealworldneeds?Constantorimprovedcustomersatisfaction,usage?,Solutions:LargecustomersurveyRemoteweb-basedusabilitytesting,largenumberofusersUsabilitytestinginlab,Value:Customer-focusedapproachtoevaluatingsupportsiteValidatesifthecontentisuseful,meetscustomerneeds,ProductRelease,page16,2019年11月28日星期四,HP.comsummary,FullyintegratedsitereleasedinAugust,2003InitialusabilitydatashowthisperformsaswellifnotbetterthantheprevioussitesacrossusertypesThedesignersformerlyfromHPandCompaqnowworktogetherasonegroupContinuetoupdateandimprovethesupportcontenttoourcustomers,page17,2019年11月28日星期四,Summary,Customer-centeredfocuscanunifydiversestakeholdersandbethebasisforcommonprocessdefinitionCustomer-centereddesignactivitiescanandshouldbeincorporatedintoeveryphaseofproductdesignanddevelopmentCCDSactivitiesaretailoredtotheneedsofeachprojectCCDSactivities:Decreasedevelopmenttimeandcostby“gettingitrightthefirsttime”Increasecustomersatisfactionbymeetingtheirneedsandexpectations,page18,2019年11月28日星期四,Resources,-HumanFactors&ErgonomicsSocietyMission:-UsabilityProfessionalsAssociationSupportsthosewhopromoteandadvancethedevelopmentofusableprod