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  • Bringing UX into an IT company • User Friendly 2008 © Sarah Bloomer & Co. 2008 Sound file BloomerPreview4256-0

Bloomer Preview060309 Presentation Transcript

  • 1. Upgrading your UX Team Insights from effective UX teams Sarah Bloomer Director of User Experience UIE Virtual Seminar June 17, 2009
  • 2. Four strategies for teams big and small
    • Communicate
    • Facilitate
    • Co-locate
    • Leverage
  • 3. The UX Team ingredients
    • People
    • Methods
    • Location
    • Goals
    Sarah Bloomer | UIE June 2009 Company
  • 4. 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
  • 5. 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
  • 6. Models to structure your team
    • Three basic models:
      • Consulting
      • Distributed
      • Hybrid
    Sarah Bloomer | UIE June 2009 Project Project Project Project
  • 7. 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?
  • 8. Upgrading your UX Team Insights from effective UX teams Sarah Bloomer Director of User Experience UIE Virtual Seminar June 17, 2009