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Toss out that old stakeholder review proceess!

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A new approach to the stakeholder review process: learn how to revolutionize the traditional design review process, by grounding projects in user-feedback.

A new approach to the stakeholder review process: learn how to revolutionize the traditional design review process, by grounding projects in user-feedback.

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  • Meet weekly with stakeholdersFind out their goals for the projectReach out to other stakeholders as questions arise
  • Transcript

    • 1. Toss out that old stakeholder review process!
      Jill Christ & Elizabeth Thapliyal2010 IA Summit
      April 10th, 2010
    • 2. Matt AndersonVisual Designer
      Elizabeth Thapliyal
      Interaction Designer
      Jill Christ
      Researcher
    • 3.
    • 4. A Case Study
      GoToMeeting, GoToWebinar, GoToTraining Web site Redesign
    • 5. Why redesign?
    • 6.
    • 7. “Couldn't find a demo for GoToMeeting”
      “…looking to see if all members of the meeting can talk to each other and interact…”
      “…want to know more about what it takes to set it up, schedule events...”
    • 8.
    • 9. Could not run A/B Tests to see which site performed better.
      High-Risk Project
    • 10. The Team
      Web Marketing Team
      Creative Team
      PR
      Sales
      Field Marketing
      Product Marketing
      Editorial
      Engineering
      User Experience
      Global Customer Support
      Product Management
    • 11. Ground Process in User Feedback
      Our Redesign Strategy
    • 12. Conduct Frequent, Iterative Testing
      Involve everyone in the process
      Deliver analysis quickly
      Here is the three step recipe
    • 13. 1. Conduct frequent, iterative usability tests
      Design > Test > Design >Test > Design…
    • 14. Conduct iterative testing every 2-3 weeks
      • Iterate Between Cycles
      • 15. Conduct Sessions Remotely or In House
      • 16. Test What You Have Ready
    • First, identify businessgoals upfront.
      Meet regularly with stakeholders to understand their needs.
    • 17. Next, create a prototype
    • 18. Also, recruit qualified participants
    • 19. Schedule tests in a 2-3 day window
      Pilot Test
      Pilot Test
    • 20. Prepare for tests every 2-3 weeks
    • 21. Use remote usability test tools
    • 22. Conduct Frequent, Iterative Testing
      Involve everyone in the process
      Deliver analysis quickly
      Three step recipe
    • 23. 2. Involve Everyone in the Testing Process
      Bring the testing to your stakeholders
      Send meeting invites to stakeholders
      Make it easy for them to attend!
    • 24. Stakeholders can see people using designs and make informed decisions.
      Make this the Opportunity to Review Designs
    • 25. III.  Strategy - Design
      ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.
       
    • 26. Conduct Frequent, Iterative Testing
      Involve everyone in the process
      Deliver analysis quickly
      Three step recipe
    • 27. 3. Deliver Analysis Quickly
      Discuss Findings with Stakeholders
    • 28. Give a lightweight presentation of findings
    • 29. Discuss issues together with stakeholders
      “Multiple people said…” “Several users said…”
    • 30. How the Design Evolved
      Failing Early to Get Ahead
    • 31. How It Works
      Before and After
    • 32. ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.
    • 33. ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.
      “…I’m not understanding how to start a meeting…
      “I didn’t realize I could click on How It Works.”
      “It looks intimidating…”
    • 34. ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.
    • 35. ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.
    • 36. Features
      Before and After
    • 37. ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.
    • 38. ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.
      “…I’m not understanding which description goes with each image…
    • 39. ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.
      “…These numbers are confusing me.”
      “…I want to know what my attendees will see.”
      “…I’m not seeing whether I can record my meetings…”
    • 40. ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.
    • 41.
    • 42. Metrics and Results
      Performance
    • 43.
    • 44. Keeping check on brand adjectives
      Beginning – 11 testers
      End – 7 testers
      Clean 5/11 (46%)
      Friendly 2/11 (18%)
      Professional 4/11 (36%)
      Confusing 2/11 (18%)
      Busy 2/11 (18%)
      Outdated 1/11 (9%)
      Clean 6/7 (86%)
      Friendly 3/7(43%)
      Professional 3/7 (43%)
      Confusing 1/7 (14%)
      Busy 0/7 (0%)
      Outdated 0/7 (0%)
    • 45. Round 1: 6.7
      Round 2: 7.0
      Round 3: 7.3
      Round 4: 7.5
      Round 5: 8.5
      Round 6: 8.7
      Likelihood to recommend increased
    • 46. Results
      Post Launch Metrics
    • 47. Greater Engagement
    • 48. Fringe Benefits
      Three Unexpected Outcomes
    • 49. It feels more like a start up!
      -Team member
    • 50. Applystrategy and findings to other projects
    • 51. I am reaping the benefits of the GoToMeeting site redesign, and I didn’t even work on it.
      -UX Designer
    • 52. Three Takeaways
      What We Learned
    • 53. Iterate and Test Frequently
      Respond Quickly to Feedback
    • 54. Involve the Whole Team in Testing Process
      This Empowers Informed Decisions
    • 55. Deliver Analysis Quickly
    • 56. Questions?
    • 57. User-Centered Review Process
      • Iterate and Test Frequently
      • 58. Involve Everyone in the Process
      • 59. Deliver Analysis Quickly
    • Contact Us
      Jill Christ
      Jill.Christ@citrix.com
      @jillchrist
      Elizabeth Thapliyal
      Elizabeth.Thapliyal@citrix.com
      @ethapliyal

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