Planning & designing
mobile apps
Paul Evans, WW Lead Application Transformation
HP
February 24, 2014

© Copyright 2013 Hew...
“Applications professionals delivering
customer-facing software, such as
websites or mobile apps, must eat,
sleep, and bre...
“Building and delivering great mobile
experiences will be the beating heart
of your customers’ engagement
strategy for the...
Leaders in CX outperform the market

6-year stock performance
of customer experience
leaders vs. laggards vs.
S&P 500 (200...
We’re on the same journey
2014 customer experience index scores
Source: Forrester 2014 survey results

2013 CXI score
2014...
The organizations challenge
Current state of customer experience

73%

15%

12%
We offer an acceptable customer
experience...
Changing focus and value of the technology stack
Systems of record
UXP
Data

Design focused on
the tasks that
customers ar...
Mobile and smart drive backend refactoring
High complexity and high innovation rarely co-exist
PC world

Mobile/smart worl...
The HP strategy
A new style of user
experience…

…integrated across
heterogeneous environments
Traditional

BPEL
CORBA
WSF...
Digital Transformation & The New Style of IT
The New Style of IT is driving Digital Transformation - using new
technologie...
Forrester’s POV
Mobile initiatives are no longer
simple standalone efforts.
Instead they require a digital
transformation ...
And, the customer experience is all about design

Mobile

12

© Copyright 2013 Hewlett-Packard Development Company, L.P. T...
User experience design
“You have to start with the customer
experience and work back to the
technology - not the other way...
What is user experience?
The interaction between product & user — not “what it does” or “how it looks”

Enjoyable
Usable
U...
HP User Experience Services

Design
Explorations

Designing great mobile user experiences

Wireframes
Experience
Maps

Cli...
HP User Experience Attributes
Brand

User Centered design brings value
Budget &
time

Value to Clients
Shortened developme...
Foundation Paraguay video

17

© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein...
HP, Apps, & Digital Transformation

Cool
Sexy (depends on your POV)
Experienced
18

© Copyright 2013 Hewlett-Packard Devel...
Thank you

© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to chang...
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Planning and Designing Mobile Apps for Enterprise

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Planning & designing mobile apps - presented by Paul Evans, WW Lead Application Transformation at HP on February 24, 2014 at the 2014 Mobile World Congress in Barcelona.

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Planning and Designing Mobile Apps for Enterprise

  1. 1. Planning & designing mobile apps Paul Evans, WW Lead Application Transformation HP February 24, 2014 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  2. 2. “Applications professionals delivering customer-facing software, such as websites or mobile apps, must eat, sleep, and breathe their firm’s customer experience strategy” Application Delivery Professionals Must Implement The Customer Experience Strategy, Forrester Research, Inc., September 2, 2011. 2 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  3. 3. “Building and delivering great mobile experiences will be the beating heart of your customers’ engagement strategy for the next 10 years” 1 “Wanted: 3 Mobile Engagement Providers” – Forrester Research July 2013 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  4. 4. Leaders in CX outperform the market 6-year stock performance of customer experience leaders vs. laggards vs. S&P 500 (2007-2012) 76.9% gap 4 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Source: Forrester Research
  5. 5. We’re on the same journey 2014 customer experience index scores Source: Forrester 2014 survey results 2013 CXI score 2014 CXI score 5 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  6. 6. The organizations challenge Current state of customer experience 73% 15% 12% We offer an acceptable customer experience today; there is no need for improvement We need to improve the customer experience and it's a priority for us We need to improve the customer experience but it is not a priority for us at the moment Conducted on behalf of HP by IDG Research Services 6 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  7. 7. Changing focus and value of the technology stack Systems of record UXP Data Design focused on the tasks that customers are trying to accomplish Systems of engagement UXP Software Data Hardware/infrastructure Design around assembling components 7 Software Network © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Infrastructure
  8. 8. Mobile and smart drive backend refactoring High complexity and high innovation rarely co-exist PC world Mobile/smart world Front-end Back-end 8 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. © 2014 Forrester Research, Inc. Reproduction Prohibited 8
  9. 9. The HP strategy A new style of user experience… …integrated across heterogeneous environments Traditional BPEL CORBA WSFL JAVA DOM .NET Private Public …coded for multiple devices …with optimal performance 9 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  10. 10. Digital Transformation & The New Style of IT The New Style of IT is driving Digital Transformation - using new technologies to generate revenue & profit in new ways: Digital Transformation enables innovation and generates major business improvements: enhanced customer experience, streamlined operations and creates new business models using the New Style of IT 10 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  11. 11. Forrester’s POV Mobile initiatives are no longer simple standalone efforts. Instead they require a digital transformation traditionally associated with large scale business systems like ERP 11 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  12. 12. And, the customer experience is all about design Mobile 12 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Social Cloud
  13. 13. User experience design “You have to start with the customer experience and work back to the technology - not the other way around.” - Steve Jobs, Apple © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  14. 14. What is user experience? The interaction between product & user — not “what it does” or “how it looks” Enjoyable Usable Useful • A successful UE balances form and function within the context of what the user is trying to accomplish Is it enjoyable? Is it easy to use? Is it easy to understand? Does it meet user expectations? Does it add value? • A superior user experience provides access to the right information, when users want it, and how they want it 14 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  15. 15. HP User Experience Services Design Explorations Designing great mobile user experiences Wireframes Experience Maps Clickable Prototypes Personas Finished Apps Design Sketches 15 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  16. 16. HP User Experience Attributes Brand User Centered design brings value Budget & time Value to Clients Shortened development timeline and reduced development costs Lower support and maintenance costs Improved branding Industry/ Increase in sales - growth competitive Better customer retention benchmark Value to Users Reduction in errors Improved satisfaction (with the system) Increased use of the system Increase in productivity 16 Digital marketing Channels x Technology & Product strategy Market insight © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. User insight & Analytics data Business goals & Strategy
  17. 17. Foundation Paraguay video 17 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  18. 18. HP, Apps, & Digital Transformation Cool Sexy (depends on your POV) Experienced 18 © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  19. 19. Thank you © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
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