Open by Design: How IBM Partnered with the User Community in the Redesign of Lotus Notes Betsy Comstock Mary Beth Raven Sheri Branco Michelle Cooper Deb Maurer Betsy Comstock User Studies Lead, IBM Lotus Notes IBM Lotus Software Group:
Suppose you suddenly needed a new, world-class UI …
We’re talking about IBM Lotus Notes Suppose you suddenly needed a new, world-class UI … In mid 2005, IBM decided to completely revamp and modernize the User Experience Notes version 7, looked like this:
One of the goals of the redesign was to maintain the loyalty of our large user base
46,000+ medium and large companies worldwide
10,000+ business partners
~150 million very opinionated users
What to do?
We had great access to this community of users Design Partners & Beta Programs Customers / Partners / Users who follow Lotus blogs & forums Other Customers with whom we have good relationships Vocal internal & external users Volunteer usability participants Users recruited to meet specific use criteria Annual Lotus conferences, briefings
Extremely positive reactions from customers, partners, and analysts
Faster deployment rate than with previous versions of Notes
And, perhaps most gratifying for those of us who feel so connected to our user community…
Great Customer Feedback Lotus Notes 8 received a standing ovation at Lotusphere 2007
“ Open by Design” continues to characterize our UX methods today
For more information, contact me at: b et [email_address]
Or see the full paper:
Comstock, E. M., Raven, M. B., Branco, S. F., Cooper, M. L., & Maurer, D. E. Open by Design: How IBM Partnered with the User Community in the Redesign of Lotus Notes. CHI 2009 Extended Abstracts , Boston, MA, 2931-2944.
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