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"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.
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
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
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