Bloomer Preview060309

Upgrading your UX Team Insights from effective UX teams Sarah Bloomer Director of User Experience UIE Virtual Seminar June 17, 2009

Four strategies for teams big and small
Communicate
Facilitate
Co-locate
Leverage

The UX Team ingredients
People
Methods
Location
Goals
Sarah Bloomer | UIE June 2009 Company

Know your organizational culture
"the specific collection of values and norms that are shared by people and groups in an organization and that control the way they interact with each other and with stakeholders outside the organization."
Sarah Bloomer | UIE June 2009 Charles W. L. Hill, and Gareth R. Jones, Strategic Management. Houghton Mifflin 2001.
Myths
Values
Barriers
Opportunities

Derive UX goals from business goals Sarah Bloomer | UIE June 2009 Internal customer service application Business Goals Issues Business Objectives UX Goals Success Metrics Reduce training costs of customer service reps (CSRs)
CSRs are often in their first job
Multiple apps with different UIs
High turnover
Juggling a collection of applications
Sales training isn’t well supported by applications
Improve customer satisfaction by helping novice CSRs sound expert
Provide just-in-time help
Make UI’s consistent with each other
Match the workflow required by sales
Provide customer centric information
Provide visible prompts for infrequently used functions
Reduce training time from 5 weeks to 2 weeks
Increase time to proficiency from 2 months to 1 month
20% increase in customer satisfaction

Models to structure your team
Three basic models:
Consulting
Distributed
Hybrid
Sarah Bloomer | UIE June 2009 Project Project Project Project

Share resources and research Sarah Bloomer | UIE June 2009 Enable groups to work with shared customer data to maintain a common UX vision. Personas Field studies Analytics User Stories Surveys (eg customer satisfaction) Net Promoter Score Customer feedback (eg via website) Usability test results Tech support issues Release plans Ideas exchange for future iterations Customer feedback (eg via website, feature requests, surveys) Customer Knowledge Products & Services Tools Pattern, component, framework library (Code and UI) Business analysis and business rules UI Audit of the UX vision Blogs – what are people saying about you?

Upgrading your UX Team Insights from effective UX teams Sarah Bloomer Director of User Experience UIE Virtual Seminar June 17, 2009

http://www.uie.com	679
http://eedev.uie.com	87
https://www.uie.com	71
http://aycl.uie.com	56
http://uie.dev	46
http://uie.com	14
http://local.uie.com	3
http://webcache.googleusercontent.com	1
http://74.125.93.132	1
http://static.slidesharecdn.com	1
http://stg.uie.com	1
http://uiedev.local	1

Bloomer Preview060309

by UIEpreviews

Accessibility

Categories

Upload Details

Usage Rights

12 Embeds 961

Statistics

Bloomer Preview060309 Webinar Transcript