Lessons in applied usability for enterprise web applications.
Challenged to re-invent an insurance portal, from the ground up, for Lusitania Seguros, we dug deep into our UX arsenal and started a path with our enthusiastic customer to discover just what it could be.
At project launch we’ve re-discovered how disruptive UX can be and found out as it can serve as a great innovation enabler and transformation engine for whole organisations.
14. BusinessAnalysis
Define clear goals
Understand the business
Interview main stakeholders
Review current application(s)
Get some application analytics
Figure out the different user profiles
Identify what to ask the users
15. CONTEXT IS KING
Don’t learn the business with the users
Create a context rich environment
Identify goals and constraints
18. UserResearch Planning
Identify the different user profiles
Talk, at least, to 2 users for each profile
Dress apropriately – blend in
Don’t take a comitee – 2 people, max 3
Bring someone they already trust
Go analog – digital is scary
19. UserResearch What To Do
Create rapport
Compliments and Complaints
Where do they spend their time
Known Unknowns vs. Unknown
Unknowns
3 things we must fix
3 things we cannot break
Gather, organize, prioritize
20. Users missed the previous app
Difference between internet and enterprise users
22. EMPOWERING USERS
CHALLENGES THE COMPANY
Better support to users usually means more access to data
More data access means higher transparency
Transparency exposes company inneficiencies
Company must be willing to buy this fight
25. Wireframes Solution Design
Don’t let ideas escape
Rich context makes it a ton easier
Information organization is key
Keep sketching
IA comes hand-in-hand with
mockups
Challenge designs continuously
28. MOCKUPS ARE A POWERFUL
CHANGE MANAGEMENT TOOL
Everyone can understand what the changes mean
and where the company is headed
You can defeat the unknown … make change easier!
36. LiveStyleguide Why a Live Styleguide
Styleguides are key for consistency and
quality perception … but also easily
forgotten.
Live Styleguides support development, by
providing snippets of code.
Living Styleguides contain ready-to-use
components by development, abstracting
implementation details.
40. GoLive Keep it real
Keep testing with real users
Identify user difficulties
Prepare users for what’s coming
Understand rampup needed for
users
Teasers and Presentation Videos
Controlled rollout with a BETA
version
41. IT AIN’T OVER UNTIL
THE FAT USER SINGS
It’s easy to get it wrong
Stay close to the users and react, fast
42. “a lot more friendly”
“this is awesome”
“more information, more depth”
“clean and beautiful, nice job”
“this is really good” x 12 times
comments from agents on beta launch
43. Thanks to everyone at
which brought this vision to reality
and that supported us all the way
Mobile First is about realizing the mobile potential, embracing constraints to focus on what’s important and taking advantage of new capabilities
Easily said. What does this mean to the enterprise? How do we turn efficient-focused apps into mobile apps? Which benefit do they bring?
Goal: Answer these questions:
Should customers be going mobile?
Which apps should go mobile?
What’s the ROI?
How to go mobile with success (adoption)?
Take aways: to make mobile a success, you need to get close to users; to respond to users, you need high productivity; going responsive, allows you to avoid the upfront context investment and the simplistic approach
I’m here to talk about on of our latest UX projects in the insurance market. It was a great project where we had the space to do a thorough job.
The insurance industry has been in a downslope these last few years. The recession
The fight is happening in the agents desktops, laptops and (also) tablets.
http://www.imoney.my/articles/wp-content/uploads/2013/09/comprehensive-car-insurance.jpg
What our sales guy agreed was to develop a page design that would compete with the other contestant.
But we changed the playing field …
This against a page design.
PoC one can win a project with black and white
Design Thinking
We presented our vision through mockups in black and white about how we would solve the problem. And it was not that the final look&feel was not important. It just was not the place to start.
You can win projects with black and white. Show a different approach that reflects user needs and business goals. Changing the playing field …
http://uxmastery.com/resources/techniques
Really, the business. Wasn’t this all about the UX. Yes, but the business pays for the project. Also, there are loads of constraints you need to be aware of.
Agility through multi-disciplinary team, lean ux advocates
- put various engine parts running
BUSINESS GOALS, BUSINESS PROCESSES, CURRENT APPLICATIONS
Goals: break from the past, make the agents feel supported, promote higher and better sales
Business stakeholders often have goals that are the opposite of the user needs
Agility through multi-disciplinary team, lean ux advocates
- put various engine parts running
Agility through multi-disciplinary team, lean ux advocates
- put various engine parts running
Interviewed 10 agents across the country
Go where the users are, 2 people is the perfect number - not intimidating. Create rapport.
Keep it low tech ... computers are scary.
Put it all in a referable format. Write it down … I use Evernote - best tool ever.
Feedback what you’ve learned. Follow a plan.
Rapport – ask about how much time in insurance, as an agent
But they actually missed this … more complex, but more powerful … the difference in users!!
Mockups
As you’re writing down the findings, your brain will start pushing out solutions - it’s just stronger than you … be sure to keep capturing these brain hints. Some of your set ideas will come from these spurs.
Have a lot, lot, lot of context and beginning sketching out some approaches.
Analytics for top pages and tasks. Figure out why the data is like that. Understand what is worth your time.
Navigation, IA, patterns
Mockup Reviews
The change enabler potential of mockups and visual requirements - checkout the project .
Keep iterating, discussing, reviewing
Usability testing in mockups with invision. Keep testing … so cheap.
Making it Real
Create a livestyleguide - luck of using OutSystems. Keep it current - have a responsible (FE) developer for it
Handover to development and walkthroughs.
help development by providing
- difference to lean ux
- leaves a foot in the door
Making it Real
Create a livestyleguide - luck of using OutSystems. Keep it current - have a responsible (FE) developer for it
Handover to development and walkthroughs.
KEEP TESTING - LAW of unintended consequences
Searching for bank transfer
Performance can be a bitch … compromise! Work together with business and IT as one team!
Temptation is to solve the 1% most complicated, much often damaging the 99%.
ORG FOCUSING ON CHALENGING THE STATUS QUO
WILLING TO EMBRACE THE NEEDS OF ITS USERS (emplyees, partners, customers)
GREAT APP - perfirmance, data quality
KEEPING THE CHANNEL OPEN