Unpack big ideas: How to create outstanding digital user experiences.

Unpack big ideas: How to create outstanding digital user experiences.



How is your organisation tackling the complexity of customer and staff engagement in the digital world? Are you positioned to create truly outstanding and integrated online experiences? ...

How is your organisation tackling the complexity of customer and staff engagement in the digital world? Are you positioned to create truly outstanding and integrated online experiences?

In this presentation, Velrada's web, mobile and social lead, Cecily O’Neill, explores the key considerations in developing and implementing a unified user experience in the face of significant and increasing change across channels, devices and platforms.

Cecily will draw on a range of projects across intranets, extranets, public websites and eCommerce to explore the latest trends in workplace modernisation, insights and oversight, service delivery and audience-centric engagement, and platform evolution.



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  • Employees only connect with each other on purpose through email and through meetings, practices which further silo information. Information is shared between small groups of people with whom you typically work on a daily basis. Relying on standalone software applications and on traditional communications platforms prevents information sharing across the organisation. Traditional systems do not allow you to tap into the collected knowledge nor easily locate expertise across the organisation.By building cooperative systems into the infrastructure you can begin to breakdown silos. 
  • But the Australian one isn’t any better, in fact, it’s worse. And there’s a real imperative based not only on adoption but on consumer behaviour: there’s little patience on the part of users to put up with sites that don’t work on their phone.
  • Everything we know is changing - how we live, communicate, entertain and inform ourselves. The new reality is fast, disruptive and constantly shifting with the pace of technological innovation.Google has been a significant disruption to the way people understand an navigate the web. It started with a couple of college students who didn't get along. Larry Page and Sergey Brin met at Stanford University, Sergey was in with a group of students who were assigned to show Larry around. The two graduate students in computer science argued about everything and anything. The two never agreed on anything, no matter what the topic was. The pair had strong opinions and divergent viewpoints, which would lead them to solving one of computing's biggest challenges, how to retrieve information from a massive set of data. Larry and Sergey begun collaboration on a search engine in January 1996 called BackRub. Really a link analysis tool and in 1998 they opened the doors to Google.
  • Myspace was founded in 2003 and was acquired by News Corporation in July 2005 for $580 million.From 2005 until early 2008, Myspace was the most visited social networking site in the world, and in June 2006 surpassed Google as the most visited website in the United States.In April 2008, Myspace was overtaken by FacebookIn 2011, Justin Timberlake acquired Myspace for $35M,
  • Mark needs no introduction.
  • Twitter was created in March 2006 by Jack Dorsey, Evan Williams, Biz Stone and Noah Glass and by July 2006, the site was launched. The service rapidly gained worldwide popularity, with 500 million registered users in 2012, who posted 340 million tweets per day. The service also handled 1.6 billionsearch queries per day.Twitter is now one of the ten most visited websites, and has been described as "the SMS of the Internet. This is Dick Costolo, current CEO, smiling all the way to the bank. In fact Twitter IPO’d on November 6th opening at $45.10 and peaking at $50USD at the end of the day. Who knew 140 characters would be worth so much.
  • Path is a social networking-enabled photo sharing and messagingservice for mobile devices, launched in November 2010.The service allows users to share with their close friends and family up to a total of 150 contacts The company began with an iPhoneapplication and a website and released an Android and iPad version later.
  • Pinterest is a pinboard-style photo-sharing website that allows users to create and manage theme-based image collections such as events, interests, and hobbies. Then Instagram, Flickr and SnapChatSocial Media taps into human behaviours, people love to create, share and feel like they are part of something
  • Time is short. There is a new global generation growing up today who have never known a world without smartphones and high speed digital connections. They are a living challenge to all of us to rethink the way we do business. So think big, think new and most importantly - think quick.The future is now.
  • a fusion of social and business networks that fosters.......
  • a fusion of social and business networks that fosters.......
  • a fusion of social and business networks that fosters.......
  • connecting our people, communities and information to revolutionise the way we work
  • connecting our people, communities and information to revolutionise the way we work
  • connecting our people, communities and information to revolutionise the way we work
  • Steve’s been reading about Office 365 – he’d love to learn more and get some experience in the area
  • He’s pretty sure there’s an Office 365 project somewhere so he starts by going there – but everyone’s busy working on a Proposal and there’s nothing to be seen….
  • So they he searches in the portal to see what’s out thereAll he finds is noise – Microsoft has a wonderful knack of naming their products after everyday use words!
  • But in amongst the results he spots there’s an Office 365 tag – he follows that to find….
  • There’s an Office 365 course running right now….
  • …and by the looks of it Josh is already on itHe’s been busy putting all his learning to good use… he’s an active community member, regularly updating his blog, running events and tagging documents and links of interest for himself and other people
  • …and by the looks of it Josh is already on itHe’s been busy putting all his learning to good use… he’s an active community member, regularly updating his blog, running events and tagging documents and links of interest for himself and other people
  • …out of curiosity he looks at who else has subscribed to the tag….and finds a whole community of people in the organisation with the same interestHe finds projects, proposals, documents and all sorts
  • He notices Jacinda’s going to another training event – and she’s online….
  • He get’s on the course and get’s accredited
  • He get’s on the course and get’s accredited
  • … Andrew’s just pitched an Office 365 job to a client and is looking for team members
  • Happy Steve 
  • What we tell our clients…..
  • What we tell our clients…..
  • What we tell our clients…..
  • Include 90%+ repeatable stat.
  • Most organisations KNOW that Employee Engagement is important – and yet as we’ve just shown most employees aren’t engaged… why?

Unpack big ideas: How to create outstanding digital user experiences. Unpack big ideas: How to create outstanding digital user experiences. Presentation Transcript

  • V:SOLUTIONS Unpack big ideas  Presentation to <Customer Name> October 2013 1
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  • For each new solution you should ask… 1 Can we make it simpler? 2 Does it make smart use of technology? 3 Does it meet the needs of its users? 4 Today’s customers are always connected, frequently interrupted and constantly interacting with one or more devices in an increasingly complex ecosystem that puts data from websites, apps, wearable devices, connected appliances, interactive displays, online communities and social networks at their fingertips. - Forrester Research 2013 Is it beautifully designed? 3 3
  • Key considerations Process Rethink processes and tasks As-you-go processes; Systems that are natively mobile; Design for the context User behaviour; Field environments; Make use of device capabilities NFC, GPS, camera, voice, contacts Design for small screens and touch Responsive design; Gesture based interaction models Access anywhere, anytime Support device explosion; BYOD; Online &Offline 4
  • The trends driving change The role of technology and information in the public sector, and how employees, stakeholders & citizens interact with them, is changing rapidly. With buzzwords, hot topics and a wealth of new technologies and options to consider, it can be difficult to know where to begin or how to translate your strategic goals into actionable plans. Workplace modernisation Service delivery & citizen-centric engagement Insight & Accountability Platform evolution 5
  • Workplace modernisation Gamification Mobility Collaboration New ways of working NETWORK CAPITAL Budget pressures Staff expectations 6
  • Workplace modernisation    The enterprise of tomorrow is neither a new technology nor a business model, but rather a network of capabilities. More important than the number of smart people working for you, is how intelligent are the links that connect them. Push the envelope on collaboration. Experiment with enterprise social networks. Don’t involve just your IT team. Create a cross department adoption team from HR, corporate comms, finance and the executive and focus on solving real enterprise problems. Connect workers with tools that support their processes & the devices that enable them to work where & when they want     Employee portals with effective search Simplified document & records management Integrated office applications & line-of-business systems Enhance internal processes & communications with functionally-rich & easy to use tools     Automate business processes with more efficient design, deployment & operation of worker-centric solutions Support for remote & online collaboration The management & security of portable devices Government employee identity & access management including support for delegations 7
  • People are driving this transformation Your colleagues understand the value of connecting Outside of work, you are likely to be using a range of channels and devices to engage with friends & family and access information & services Agencies are being asked to do more with less everyday. Allowing staff to connect ideas across internal silos, teams, geographies & departments helps overcome Institutional obstacles 72% of organisations are deploying at least one social software tool The success of social design is in creating a highly engaged community focused on co-creation. Easy when co-operation is built into the infrastructure Business & Consumer > 1.5B people around the globe have a social networking account 38% of time is lost duplicating work and searching for information millennials will make 75% up of the Australian workforce by 2025 8
  • % 79 of Australian businesses don’t have mobile optimised sites Our mobile planet: Australia – understanding the mobile consumer % 61 of users surveyed said they were unlikely to return to a site they had trouble accessing from their phone 9
  • User interacts with device & web channel Audience LOYALTY TRUST CREDIBILITY/REPUTATIION INTENT TO RETURN INTENT TO TRANSACT USER SATISFACTION WORD OF MOUTH UX Goals Outcomes FUNCTIONALITY Requires the user Is exposed through To ensure a positive FEATURES Are prescribed according to DESIGN to interact with Requires the user to interact with Digital Channel Tasks Achieved by performing Elements that contribute to a positive user experience Expecting users to transact with you without optimising their experience is wishful thinking May be facilitated by 10
  • Design for interaction 11
  • Keep the navigation simple Make it finger friendly Ensure it supports different orientations Limit the number of steps required to complete tasks Enable re-directs back to the full site Make it fast to download Keep it intuitive, remember people don’t like to read instructions Make it accessible – forget flash Consider using GPS to localise your offerings Make the UX seamless across devices Don’t stop now 12
  • Why Nintex? Nintex Workflow and Nintex Forms for Office 365  Design and run workflows in the cloud quickly and easily  Design forms in the cloud to be used anywhere on any device Core Functionality  Build workflows using the app model, deployed on premise or Office 365 SharePoint 2013 environment  Connect to a range of cloud services, allowing web services to be added to workflows without code; and publishing forms outside of SharePoint  Build integrated, documentand SharePoint-centric workflows that connect to external systems such as Microsoft Dynamics CRM, web services and cloud services  Extends business processes outside the organisation, to enable a mobile workforce to interface with systems & processes. 13
  • Why Yammer? Yammer is Microsoft’s preferred social tool for SharePoint Yammer App for SharePoint  Allows you to embed a Yammer group feed into a SharePoint site to deliver the best of both worlds. Yammer Feed for Office 365  Seamlessly navigate between Office 365 and Yammer through an integrated experience.  With Single Sign-On (SSO), users only need to log in once to access the Yammer feed – right inside Office 365. Office Web Apps Integration  Coming soon - With the Office Web Apps integration, get rich document capabilities to easily share and collaborate on documents. Edit and co-edit documents – including Word, PowerPoint and Excel – inside Yammer. 14
  • Insights & Accountability Compliance Reliability of data Self-Service BI New sources of data DATA= RELEVANCE Better decision making Drives innovation 18 15
  • Insights & Accountability  Moving from numbers that keep score to numbers that drive actions  Help staff make more informed decisions  Reuse data to drive innovation  Ensure the necessary controls for accountability and compliance  Connect information to enable greater insight, accountability and compliance     Improved reliability of data will enhance performance management Open Government Data Government ERP Data interoperability     Geographic information systems Capture more community data Advanced analytics for Government Records compliance and governance 16
  • V:SOLUTIONS Data beats opinions 20 17
  • “ The ability to take data – to be able to understand it, to process it, to extract value from it, to visualise it, to communicate it, is going to be a hugely important skill in the next decade. Hal Varian, Chief Economist, GOOGLE 21 18 “
  • “ The ability to take data – to be able to understand it, to process it, to extract value from it, to visualise it, to communicate it, is going to be a hugely important skill in the next decade. Hal Varian, Chief Economist, GOOGLE 22 19 “
  • “ If you’re not asking questions about what’s different today, you’re on a path to complacency. It’s not necessarily overnight shifts – they’re ongoing and perpetual – but they are going to change everything. “ Brian Solis, Principal, Altimer Group 21 20
  • The web is changing New channels Different devices Greater participation New ways of engaging The web is changing Relevance & context User expectations 21 24
  • Service delivery & citizen-centric engagement  Provide personalised, up-to-date information & services across all touchpoints  Improve operational efficiency with online self-service delivery  Use design patterns, device-appropriate content & functionality to deliver contextually sensitive information & services  Promote consultation & participation  Take the lead in working within & across silos to build repeatable design processes & oversight mechanisms that ensure that all touchpoints fit together    Citizen portals Contact centres Mobile applications  Citizen identity management and security 22
  • How do you improve the user experience? Discipline Description Role in unifying the experience Define intended experiences based on business objectives and user needs. The strategy determines which experiences get prioritised & guides the personality of those interactions. Ensures everyone knows who the users are, what they do now and what they want going forward. Knowledge of how users behave over time reveals how cohesive the experience is. Design Consciously design experiences using known design best practices. Design standards & frameworks help provide focus on a project while enabling a more unified a experience across all touchpoints Values Create and maintain a user-centric culture. This encourages cross-group collaboration that facilitates more cohesive experiences. Track ‘experience’ quality on an ongoing basis. Consistent KPIs show overall experience quality and touchpoint effectiveness Identify specific people to monitor and proactively manage experience quality This directs funding, helps facilitate communication and aggregates & disseminates best practices across teams. Strategy User needs analysis Measurement Governance 23
  • Technology is changing Plug-ins Cloud vs. on premise Different architectures Configure over code CODE NOT PAPER BYOD Social built-in 24 38
  • Platform evolution  New products – platform centric with broader functionality  New vendors – smaller players adding value to existing platforms  Buy vs. Build – ‘apps’ are replacing bespoke development  Configure over code  Move away from best of breed enterprise platforms    Revisit your tech stack Do more with less BYOD is here to stay   Information silos no longer acceptable Social is not a project, it’s built in 25
  • Develop your plan for each channel Outcomes Quality of information Quality Timeliness Relevance Context Accuracy Mobility Self-service Staff productivity Presence Follow Approvals Ease of use Stakeholder engagement Knowledge portal Intranet Team Sites Single source Accessible when I want in the format I want Economic sustainability Improved productivity BYOD support Integrated LOB Systems Relevant, timely, easy to publish, single source of truth User satisfaction Personalised content Stakeholder mgmt. Customer self-service Relevant apps Any device. anywhere 26 41
  • What can we learn from digital disruption? 27
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  • IF YOUR CHILD HAD YOUR JOB, WHAT DO YOU THINK THEY WOULD DO DIFFERENTLY? The NEXT GENERATION’s expectation of business engagement from product design, to workplace dynamics and especially application performance will be shaped by a childhood of disruptive technology and a mobile centric worldview. Mike Walsh, CEO of innovation research lab TOMORROW 36
  • “ The challenge is not keeping up with change, but facing the real opportunity - if you could start with a clean sheet of paper, how would you re-imagine the way you work? “ Mike Walsh, CEO of innovation research lab TOMORROW 13 37
  • introducing v:central ` 14
  • The vision The concept In practice 15
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  • fusing business and social networks together 17
  • fusing business and social networks together to connect our people, 18
  • O 19
  • and the way we work 21
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  • Meet Steve…. 23
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  • office 365 Chatter chatter please keep the office clean 365 days a year Office noise 365 noise noise office 365 chatter chatter Chatter chatter office 365 chatter chatter (Office): 08-93657-564 Office noise 365 noise noise Chitter chatter office 365 chitter chatter Office 365 Microsoft Cloud Office noise 365 noise noise Chatter chatter office 365 chatter chatter 25
  • office 365 26
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  • 14 ..at lunch 30
  • 14 Instant Message Send Mail Call Jacinda ..at lunch 31
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  • HELP WANTED! Office 365 Experts Please Apply 35
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  • Framework Traditional • Governance • Search – People & Expertise – Filters and facets • Taxonomy & Metadata – Corporate Dictionary Social Networking • Blogs • Newsfeed • Tagging • Instant Message (Lync) • Alerts & Subscriptions • Document Repositories – Templates • Communications & Training! 38
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  • Think BIG, start small…. 40
  • Tightly manage, freely use…. 41
  • Be adaptable…. 42
  • WHAT INNOVATION WOULD COME IF YOUR SUCCESS WAS TO BE JUDGED FROM YOUR CUSTOMERS VIEWPOINT? To drive innovation you have to stay close to the pain points of your users. Get out of your comfort zone and into your stakeholders lived experience. What your users do today (that quite possibly drives you crazy) might actually be the next big opportunity. Mike Walsh, CEO of innovation research lab TOMORROW 67
  • Adelaide Hills Council Website Redesign 44
  • Where did we start? We held 3 key workshops and a number of one on one interviews with key stakeholders to understand the requirements for the redesign of the new AHC Web portal:  Vision Scope    Content Strategy   Why Who What IA + UX = UI  How 69
  • Making a difference to customer engagement Vision Scope Content Strategy IA + UX = UI In this workshop we explored the drivers and guiding principles that would be used to inform the design of the Web portal: In this workshop we looked at the importance of content and how it would be used to address the Council’s goals and satisfy user’s needs: In this workshop we addressed the interaction design and how the visual language would support the users’ journey:      Strategic Drivers Current State Design Principles Desired Future State Stakeholder Audiences (Internal & External)           Current Content Audit Required Content Types Purpose Usefulness Voice & Style Who will create it Who will maintain it Publishing & Editorial Activities URL Management SEO      Site Map Navigation & Search Branding Best Practice Design Trends Responsive Design 70
  • What we learned  website personas  know your user;  make it personal;  identify relevant content; and   (FEASIBLE) make it usable draft sitemap   TECHNICAL (VIABLE) key functional requirements   make them present in the design. BUSINESS make it useful EXPERIENCE (DESIRABLE) design approach  make it desirable 71
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  • Don’t let barriers stand in the way control privacy purpose culture motivation change 73
  • Drive innovation by staying close to the lived experience of your users Judge your success from their viewpoint & let them lead your thinking 79
  • future The of marketing and customer acquisition/retention will be a combination of science & storytelling 80
  • next The generation of customers & co-workers will share a radically different mindset to our own. 81
  • The enterprise of tomorrow will be a network of capabilities built on a cooperative infrastructure 82
  • smartest The organisations will leverage data to generate insight, .transforming everything from products & services to customer engagement 83
  • Organisations will need to make their systems actionable & available to everyone via browser enabled devices 84
  • We’d love to hear from you. Tackling serious challenges around information management, technology or business transformation? Whether its strategy, implementation or advisory – talk to us – we can help. www.velrada.com 1300 835 723 info@Velrada.com @velrada linkedin.com/company/velrada Australia. New Zealand. Singapore. 80