User Centered Design - Maximising the Use of Portal
  Sean Kelly, Certus Solutions Limited
  General Manager, Enterprise W...
Agenda

            What is UCD
            Why User Centered Design?
            Certus Approach - iNTERACT
             ...
Some Definitions to begin…

         User Centred Design (UCD)
         UCD is a design methodology that aims to improve t...
Business Unit Designation or other information

   The UX Iceberg
    The iNTERACT Methodology
                          g...
Why is User Centered Design
          y                     g
       important?
       You are not your user…
       • If ...
Business case for usability
       • Reduced development costs
         Most development and maintenance costs are associa...
Business case for usability
       • Improved user adoption and customer loyalty
         Good usability leads to satisfie...
What is iNTERACT?

         iNTERACT Methodology is based on User Centered
         Design discipline and aims to provides...
The iNTERACT Methodology
                            • Getting to know the users and their goals
     Identify & Analyse
 ...
The iNTERACT UCD Activities




IBM Insight Forum 09   Make change work for you
                                          ...
The iNTERACT activities
       Card Sorting

             A simple technique to learn about how
             people percei...
The iNTERACT activities
       Online Card Sorting


        Online Card Sorting



                              Content
...
The iNTERACT activities
       Card Sorting - Analysis




IBM Insight Forum 09             Make change work for you
     ...
Card Sorting Analysis
                                                        My Account
                                 ...
The iNTERACT activities

       Personas and Scenarios


       A Persona is a fictitious character that is created to rep...
The iNTERACT activities
       Personas & Scenarios - Creating a Persona
       Collect and analyze data about your user g...
The iNTERACT activities
       Personas and Scenarios - Benefits
       •    Personas represent a larger group of users wi...
The iNTERACT activities
       Heuristic Evaluation
       •    Heuristic evaluation is done as an inspection of a user in...
The iNTERACT activities
       Heuristic Evaluation – Quantitative Evaluation metrics

             •    Visibility of sys...
The iNTERACT activities
       Heuristic Evaluation – The Evaluation Process




IBM Insight Forum 09         Make change ...
The iNTERACT activities
       Heuristic Evaluation – The Result




IBM Insight Forum 09          Make change work for yo...
The iNTERACT activities
       Usability Testing

       What is it?
       Usability
       U bili testing i
            ...
The iNTERACT activities
       Usability Testing – Performance Metrics

       What to test for ?

       •     Completion...
How is UCD relevant to
         Portal?




IBM Insight Forum 09   Make change work for you
                              ...
What is a Portal?
        Perceptions and expectations
        • For IT Team
          A technology platform, lowers integ...
How does UCD fit within your
                               y
       Portal Strategy?



                           Busine...
A User Centered Portal Solution




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                                   ...
Portal Strategy
        A Key objective from your portal strategy…

        • Satisfy the needs of diverse portal users an...
UCD in your Portal Strategy
                            User Interface Design

                            Navigation Desi...
Examples




IBM Insight Forum 09   Make change work for you
                                                  ®
Honda Extranet Portal

       Solution           Corporate Extranet

       Pain Points        • Outdated content
        ...
Original System
                       Screenshots




IBM Insight Forum 09     Make change work for you
                 ...
IBM Insight Forum 09   Make change work for you
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IBM Insight Forum 09   Make change work for you
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Post-Redesign
                       Screenshots




IBM Insight Forum 09     Make change work for you
                   ...
Proposed Site Map




IBM Insight Forum 09   Make change work for you
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IBM Insight Forum 09   Make change work for you
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IBM Insight Forum 09   Make change work for you
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IBM Insight Forum 09   Make change work for you
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IBM Insight Forum 09   Make change work for you
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Baulderstone
     Solution           Policies & Procedures System

     Pain Points        • Poor findability of documents...
Original System
                       Screenshots




IBM Insight Forum 09     Make change work for you
                 ...
IBM Insight Forum 09   Make change work for you
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IBM Insight Forum 09   Make change work for you
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Post-Redesign
                       Screenshots




IBM Insight Forum 09     Make change work for you
                   ...
IBM Insight Forum 09   Make change work for you
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IBM Insight Forum 09   Make change work for you
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                     ...
IBM Insight Forum 09   Make change work for you
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IBM Insight Forum 09   Make change work for you
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IBM Insight Forum 09   Make change work for you
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IBM Insight Forum 09   Make change work for you
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PMG


       Solution         Employee Performance Management System

       Pain Points      • Difficulty in managing div...
IBM Insight Forum 09   Make change work for you
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IBM Insight Forum 09   Make change work for you
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IBM Insight Forum 09   Make change work for you
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IBM Insight Forum 09   Make change work for you
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IBM Insight Forum 09   Make change work for you
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… Regional Council
       Solution           Infrastructure Charges Register

       Pain Points        • Difficulty in us...
Original System
                       Screenshots




IBM Insight Forum 09     Make change work for you
                 ...
IBM Insight Forum 09   Make change work for you
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IBM Insight Forum 09   Make change work for you
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Post-Redesign
                       Screenshots




IBM Insight Forum 09     Make change work for you
                   ...
IBM Insight Forum 09   Make change work for you
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IBM Insight Forum 09   Make change work for you
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IBM Insight Forum 09   Make change work for you
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Retailer
                       Concepts
                       C     t




IBM Insight Forum 09     Make change work for ...
IBM Insight Forum 09   Make change work for you
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IBM Insight Forum 09   Make change work for you
                                                  ®
Cement Australia
                           Screenshots
                           S      h t




IBM Insight Forum 09    ...
HR Solutions - HR RAFT




IBM Insight Forum 09       Make change work for you
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IBM Insight Forum 09   Make change work for you
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IBM Insight Forum 09   Make change work for you
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IBM Insight Forum 09   Make change work for you
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IBM Insight Forum 09   Make change work for you
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IBM Insight Forum 09     Make change work for you
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  IBM Insight For...
HR RAFT delivers Online Forms with Workflow :

      For automated transactions within the business units across HR,
     ...
Credit Union Australia




IBM Insight Forum 09         Make change work for you
                                         ...
Who are CUA?

          Formerly Credit Union Australia
          Established in 1966
          Leading member owned banki...
What did CUA need?

          New website t reflect b d refresh
          N     b it to fl t brand f h
          A new sal...
IBM Insight Forum 09   Make change work for you
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IBM Insight Forum 09   Make change work for you
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IBM Insight Forum 09   Make change work for you
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IBM Insight Forum 09   Make change work for you
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IBM Insight Forum 09   Make change work for you
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IBM Insight Forum 09   Make change work for you
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IBM Insight Forum 09   Make change work for you
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Business Benefits

          Large increase in hits
          Doubled online enquiries and sales
          Website = core ...
Business Benefits

          More effective cross promotion
          More movement throughout site
          Campaign lan...
Thank you
                                    o
                       skelly@certussolutions.com.au
                     ...
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Certus - User Centred Design - Maximising the Use of Portal

  1. 1. User Centered Design - Maximising the Use of Portal Sean Kelly, Certus Solutions Limited General Manager, Enterprise Web Solutions IBM Insight Forum 09 Make change work for you ®
  2. 2. Agenda What is UCD Why User Centered Design? Certus Approach - iNTERACT Dry Stuff The iNTERACT Activities UCD relevance to a Portal Solution Examples Eye Candy IBM Insight Forum 09 Make change work for you ®
  3. 3. Some Definitions to begin… User Centred Design (UCD) UCD is a design methodology that aims to improve the user experience offered. Usability Usability is the measure of “ease of use” of a solution. Usability is an outcome of UCD practices User Experience (UX) p ( ) User experience is a cumulative entity which is composed of the overall experience the user takes away from your system. Usability is one component of this overall experience experience. IBM Insight Forum 09 Make change work for you ®
  4. 4. Business Unit Designation or other information The UX Iceberg The iNTERACT Methodology gy IBM Insight Forum 09 Make change work for you ®
  5. 5. Why is User Centered Design y g important? You are not your user… • If you are only thinking about a problem from your own point of view, you are only, at best going to be half right. • By understanding your user, you can create a more relevant and valuable product • Allows understanding of the true nature of the problem before devising the solution • Reduces chances of failure and positively affects user satisfaction IBM Insight Forum 09 Make change work for you ®
  6. 6. Business case for usability • Reduced development costs Most development and maintenance costs are associated with “unmet or unforeseen” user requirements and other usability problems which are expensive t change l t i t bilit bl hi h i to h late into development • Improved C Conversion rates A usable system improves the rate of purchases against traffic • Enhances brand positioning and brand credibility Bad usability causes a bad user experience influencing the experience, experience of the brand. IBM Insight Forum 09 Make change work for you ®
  7. 7. Business case for usability • Improved user adoption and customer loyalty Good usability leads to satisfied, purchasing and returning customers. Bad usability leads to angry customers and potential l t ti l losses. • Improved productivity It is more productive and efficient if a system is designed to ff f support how users prefer to work and is guided by usability principles for efficiency. • Reduced costs for training Usable systems are easier more intuitive and require less easier, training. IBM Insight Forum 09 Make change work for you ®
  8. 8. What is iNTERACT? iNTERACT Methodology is based on User Centered Design discipline and aims to provides a modular approach that aims to deliver customised solutions to an organisation’s usability p g y problems. Based on ISO 13407 (1999) ( ) Human centred design processes for interactive systems “Human-centered design is an approach to interactive system development g pp y p that focuses specifically on making systems usable. It is a multi-disciplinary activity…” IBM Insight Forum 09 Make change work for you ®
  9. 9. The iNTERACT Methodology • Getting to know the users and their goals Identify & Analyse • Understanding Business objectives • Analyzing user tasks and goals • Assessing existing system and assets • Establishing Usability requirements Conceive and Design • Design Personas and scenarios • Participatory Design techniques • Redesign Information architecture (if required) • Prototyping design ideas • Produce Visual Design Evaluate and Iterate • User testing • Cognitive Walkthroughs Strategize and • Standards compliant design production Implement • Best practise strategy for implementation • Production of style guides and usability guidelines IBM Insight Forum 09 Make change work for you ®
  10. 10. The iNTERACT UCD Activities IBM Insight Forum 09 Make change work for you ®
  11. 11. The iNTERACT activities Card Sorting A simple technique to learn about how people perceive content groups l i t t Content items are written on index cards People g p the cards in ways that p group y make sense to them Results are used as an input into a new IA IBM Insight Forum 09 Make change work for you ®
  12. 12. The iNTERACT activities Online Card Sorting Online Card Sorting Content Groupings Content Topics T i IBM Insight Forum 09 Make change work for you ®
  13. 13. The iNTERACT activities Card Sorting - Analysis IBM Insight Forum 09 Make change work for you ®
  14. 14. Card Sorting Analysis My Account Resources Tools & Calculators Training Investing Borrowing Risk Management Ri k M t Advisory Services Cluster Analysis – Dendrogram Customer Website IBM Insight Forum 09 Make change work for you 14 ®
  15. 15. The iNTERACT activities Personas and Scenarios A Persona is a fictitious character that is created to represent the a type of user that might use a system. A scenario is a user-centered interpretation of a use case which represents a typical manner in which a goal will accomplished by a user through the system y IBM Insight Forum 09 Make change work for you ®
  16. 16. The iNTERACT activities Personas & Scenarios - Creating a Persona Collect and analyze data about your user group: •Personal information, such as age, gender and location. , g ,g •Technical information like what kind of computer and browser they use, how and why they use the Web, and how often. •Their relationship is to your company client or organization company, organization. •How they view your site, or potential site, as well as those of your competitors. •What they like in a Web site and what they don’t. Where does persona data come from? • web traffic data • the results of user tests • observation of users in their own work environment IBM Insight Forum 09 Make change work for you ®
  17. 17. The iNTERACT activities Personas and Scenarios - Benefits • Personas represent a larger group of users within a construct framework and provide a realistic point of reference. • Personas help provide a strong user focus to the development process and helps aligning the product with the user’s mental model. The idea isn’t to build something that only one single person will love. Rather, the id is to build th idea i t b ild something with one single person i mind. If you use thi ith i l in i d personas as a tool to focus on very specific goals, you’ll focus on a whole class of people–who all share those goals.” –Nielsen Norman Group, Adlin & Pruitt IBM Insight Forum 09 Make change work for you ®
  18. 18. The iNTERACT activities Heuristic Evaluation • Heuristic evaluation is done as an inspection of a user interface design for usability by one or more evaluators to identify usability problems (and prioritize them based on criticality) in the design so that they can be addressed in the iterative design process. IBM Insight Forum 09 Make change work for you ®
  19. 19. The iNTERACT activities Heuristic Evaluation – Quantitative Evaluation metrics • Visibility of system status • Match between system and the real world • User control and freedom • Consistency and standards • Error prevention • Recognition rather than recall • Flexibility and efficiency of use • Aesthetic and minimalist design • Help users recognize, diagnose, and recover from errors • Help and documentation IBM Insight Forum 09 Make change work for you ®
  20. 20. The iNTERACT activities Heuristic Evaluation – The Evaluation Process IBM Insight Forum 09 Make change work for you ®
  21. 21. The iNTERACT activities Heuristic Evaluation – The Result IBM Insight Forum 09 Make change work for you ®
  22. 22. The iNTERACT activities Usability Testing What is it? Usability U bili testing i i involves setting a series of tasks f people to l i i f k for l complete and noting any problems they encounter What do we test with? • Low fidelity Wireframes y • Interactive HTML prototypes • High Fidelity Visual Design concepts • Existing System • or even Competitor sites IBM Insight Forum 09 Make change work for you ®
  23. 23. The iNTERACT activities Usability Testing – Performance Metrics What to test for ? • Completion Rates – Are users able to complete the task? • Time on Task – How long does it take users to complete? • Page Views – How many pages does it take to complete? • Errors – The number and severity of errors per task? • Satisfaction – How does the user rate the system? IBM Insight Forum 09 Make change work for you ®
  24. 24. How is UCD relevant to Portal? IBM Insight Forum 09 Make change work for you ®
  25. 25. What is a Portal? Perceptions and expectations • For IT Team A technology platform, lowers integration costs and complexity • For Business A business channel to connect with audiences and partners • For Users Aggregate content and functionality in one place, customizable, personable. Provides interaction among various business processes ario s b siness IBM Insight Forum 09 Make change work for you ®
  26. 26. How does UCD fit within your y Portal Strategy? Business UX/IA / Context User IBM Insight Forum 09 Make change work for you ®
  27. 27. A User Centered Portal Solution IBM Insight Forum 09 Make change work for you ®
  28. 28. Portal Strategy A Key objective from your portal strategy… • Satisfy the needs of diverse portal users and the ever-expanding variety of activities, work practices, interactions, practices interactions and decisions that they expect the portal to support IBM Insight Forum 09 Make change work for you ®
  29. 29. UCD in your Portal Strategy User Interface Design Navigation Design Information Design User Centered Your Techniques Portal Strategy Personalization Task Analysis Best Practise IBM Insight Forum 09 Make change work for you ®
  30. 30. Examples IBM Insight Forum 09 Make change work for you ®
  31. 31. Honda Extranet Portal Solution Corporate Extranet Pain Points • Outdated content • Poor navigation structure • Lack of user focus in functionality resulting in poor staff uptake Technology WebSphere Portal 6 1 6.1 UCD Techniques • Stakeholder Interviews • Heuristic Evaluation • Site Maps • Low fidelity Wireframes • Visual Design support IBM Insight Forum 09 Make change work for you ®
  32. 32. Original System Screenshots IBM Insight Forum 09 Make change work for you ®
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  35. 35. Post-Redesign Screenshots IBM Insight Forum 09 Make change work for you ®
  36. 36. Proposed Site Map IBM Insight Forum 09 Make change work for you ®
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  41. 41. Baulderstone Solution Policies & Procedures System Pain Points • Poor findability of documents • Unfriendly authoring leading to outdated content and hence compliance issues • Poor overall experience leading to frustrated users. Technology IBM Web Content Management UCD Techniques • Stakeholder Workshops • Low Fidelity Wireframes • Prototyping • Visual Design • XHTML Production • WCM Implementation IBM Insight Forum 09 Make change work for you ®
  42. 42. Original System Screenshots IBM Insight Forum 09 Make change work for you ®
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  52. 52. PMG Solution Employee Performance Management System Pain Points • Difficulty in managing diverse and distributed work force • Poor overall experience leading to frustrated users. UCD Techniques • Stakeholder Interviews • Low Fidelity Wireframes • Interactive Prototypes • Visual Design • XHTML Production IBM Insight Forum 09 Make change work for you ®
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  58. 58. … Regional Council Solution Infrastructure Charges Register Pain Points • Difficulty in using existing system • Poor experience for users UCD Techniques • User Interviews • Stakeholder workshops • Heuristic Evaluation • Prototyping • User testing • XHTML production • Portal implementation IBM Insight Forum 09 Make change work for you ®
  59. 59. Original System Screenshots IBM Insight Forum 09 Make change work for you ®
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  62. 62. Post-Redesign Screenshots IBM Insight Forum 09 Make change work for you ®
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  66. 66. Retailer Concepts C t IBM Insight Forum 09 Make change work for you ®
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  69. 69. Cement Australia Screenshots S h t IBM Insight Forum 09 Make change work for you ®
  70. 70. HR Solutions - HR RAFT IBM Insight Forum 09 Make change work for you ®
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  76. 76. HR RAFT delivers Online Forms with Workflow : For automated transactions within the business units across HR, Payroll and K P ll d Knowledge & C l d Capability f bilit functions ti IBM Insight Forum 09 Make change work for you ®
  77. 77. Credit Union Australia IBM Insight Forum 09 Make change work for you ®
  78. 78. Who are CUA? Formerly Credit Union Australia Established in 1966 Leading member owned banking alternative in Australia 400,000 members 800 staff 75 branches around Australia IBM Insight Forum 09 Make change work for you ®
  79. 79. What did CUA need? New website t reflect b d refresh N b it to fl t brand f h A new sales and communications channel Easy to use Web Content Management system for marketing staff t f k ti t ff Ability to ‘dynamically’ cross-promote y y y p A platform for future digital marketing IBM Insight Forum 09 Make change work for you ®
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  87. 87. Business Benefits Large increase in hits Doubled online enquiries and sales Website = core part of marketing strategy New communication channel Easy for marketing to update All promotions reference website IBM Insight Forum 09 Make change work for you ®
  88. 88. Business Benefits More effective cross promotion More movement throughout site Campaign landing pages Front F t page banner (flash/XML) b (fl h/XML) Users are happy! ppy Staff are happy! IBM Insight Forum 09 Make change work for you ®
  89. 89. Thank you o skelly@certussolutions.com.au y@ IBM Insight Forum 09 Make change work for you ®

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