惠普产品开发（英文版）ppt课件

1、Customer-Centered Design at HPNancy L. Clark & Craig B. NeelyOverviewWhy is Customer-Centered Design important?HP Customer-Centered Design Services (CCDS): Who are we?Overview: Where we fit in the Product Development ProcessCase Study: Designing a complex application suiteCase Study: Merger of Compa

2、q and HP support web sites.Why is Customer-Centered Design Important?.HP Customer-Centered Design Services (CCDS):Who we areCenter of competency in customer research and designing user interfaces, with facilities around the countryStaff educated and experienced in cognitive & physiological disciplin

3、esCentralized resource for HP design teams who do not have research, design, & testing skillsPrimary value add to HP design teams: Improve development process by bringing HP design teams together, creating a common product visionBring target users of products together with design teams to define, de

4、sign, develop customer-centered products.Product Development Process: OverviewOur Focus:User analysis, requirementsProduct definition, design, & development for ease of use and usefulnessOther Elements of the Customer Experience:Ordering, deliveryDocumentationInstallationIntegration with 3rd party p

5、roductsCustomer Support.Case Study: Designing a Complex Application SuiteStorage Network Management Challenges Very large scale, distributed networks thousands of devices, huge amounts of dataVery complex to manageNeed continuous, reliable access to critical business dataImagine a hard drive crash!

6、Real-time monitoring Fast troubleshooting.Case Study: Designing a Complex Application SuiteChallenges:Vague product conceptCustomers priorities?Developing a shared visionSolutions:Customer focus groupsDesigned sketchy prototypes, customers filled in blanksValue:Requirements, shared visionNot just a

7、launch point for management applications!Network representationView of business apps, dataPlanning.Case Study: Designing a Complex Application SuiteChallengesWhat details do users need and expect?Requirements risks: incomplete, failure to confirmSolutions:Refined prototypes with more detailsIterativ

8、e research to define next level of detailValue:Details for info & task flow (e.g. status, clicking behavior)Avoided costly re-designRequirements.Case Study: Designing a Complex Application SuiteChallenges:Complex: hundreds of detailsTradeoffs: ease of use versus development costSolutions:Iterative u

9、ser interface design, prototyping, testingUI specification, evaluationCross-suite style guideValue:Continuous user focus keeps design usable and aligned with requirementsCross-team coordination to ensure unified designDesign.Case Study: Designing a Complex Application SuiteChallenges:Meeting users r

10、equirements?Unanticipated design issuesSolutions:User interviews: key featuresNumerous usability testsStructured expert reviewOngoing design consultingValue:Customer-centered answers to design questionsUsability evaluation of actual productIterative Development.Case Study: Designing a Complex Applic

11、ation SuiteChallenges:Is the product easy to install and use?Does it meet customers real world needs?Solutions:Interviews with HP specialists in the fieldCustomer visits, interviewsValue of Usability Data:Identify gaps between user needs and actual productFocuses next version require-ments on custom

12、er needsPost-Release.The Challenges:Provide continuous, reliable, unified web access to tech support from HP and CompaqCombine 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 ove

13、rall merger of eSupport programFocus on customer needs, not political and technical challengesCase Study: HP Support.Case Study: HP SupportChallenges:Requirements handed down by merger planners2 distinct interaction modelsSolutions:Validate requirements via fast prototyping, early testingIterative d

14、esign & testingCombined team, web repository for shared workValue:Retain customer loyalty by working toward a single, unified support site as an indication of HPs focus on the customerDesign.Case Study: HP SupportChallenges:Meeting requirements?Integration of new design with other sites on HPWill ne

15、w design support the functionality?Solutions:Relationships across HPOngoing design updates based on customer feedbackIterative development, testValue:Kept design aligned with both sets of customer needs and expectationsIntegration with HPDevelopment.Case Study: HP SupportChallenges:Does this site me

16、et the customers real world needs?Constant or improved customer satisfaction, usage?Solutions:Large customer surveyRemote web-based usability testing, large number of usersUsability testing in labValue:Customer-focused approach to evaluating support site Validates if the content is useful, meets cus

17、tomer needsProduct Release.HP summaryFully integrated site released in August, 2003Initial usability data show this performs as well if not better than the previous sites across user typesThe designers formerly from HP and Compaq now work together as one group Continue to update and improve the supp

18、ort content to our customersh20000.www2.hp/bizsupport/TechSupport/Home.jsp.SummaryCustomer-centered focus can unify diverse stakeholders and be the basis for common process definitionCustomer-centered design activities can and should be incorporated into every phase of product design and development

19、CCDS activities are tailored to the needs of each projectCCDS activities:Decrease development time and cost by “getting it right the first timeIncrease customer satisfaction by meeting their needs and expectations.Resources - Human Factors & Ergonomics SocietyMission: to promote the discovery and exchange of