Toss out that old stakeholder review proceess!

Toss out that old stakeholder review process!
Jill Christ & Elizabeth Thapliyal2010 IA Summit
April 10th, 2010

Matt AndersonVisual Designer
Elizabeth Thapliyal
Interaction Designer
Jill Christ
Researcher

A Case Study
GoToMeeting, GoToWebinar, GoToTraining Web site Redesign

Why redesign?

“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...”

Could not run A/B Tests to see which site performed better.
High-Risk Project

The Team
Web Marketing Team
Creative Team
PR
Sales
Field Marketing
Product Marketing
Editorial
Engineering
User Experience
Global Customer Support
Product Management

Ground Process in User Feedback
Our Redesign Strategy

Conduct Frequent, Iterative Testing
Involve everyone in the process
Deliver analysis quickly
Here is the three step recipe

1. Conduct frequent, iterative usability tests
Design > Test > Design >Test > Design…

Conduct iterative testing every 2-3 weeks
Iterate Between Cycles
Conduct Sessions Remotely or In House
Test What You Have Ready

First, identify businessgoals upfront.
Meet regularly with stakeholders to understand their needs.

Next, create a prototype

Also, recruit qualified participants

Schedule tests in a 2-3 day window
Pilot Test
Pilot Test

Prepare for tests every 2-3 weeks

Use remote usability test tools

Three step recipe

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!

Stakeholders can see people using designs and make informed decisions.
Make this the Opportunity to Review Designs

III. Strategy - Design
©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.

Three step recipe

3. Deliver Analysis Quickly
Discuss Findings with Stakeholders

Give a lightweight presentation of findings

Discuss issues together with stakeholders
“Multiple people said…” “Several users said…”

How the Design Evolved
Failing Early to Get Ahead

How It Works
Before and After

“…I’m not understanding how to start a meeting…
“I didn’t realize I could click on How It Works.”
“It looks intimidating…”

Features
Before and After

“…I’m not understanding which description goes with each image…

“…These numbers are confusing me.”
“…I want to know what my attendees will see.”
“…I’m not seeing whether I can record my meetings…”

Metrics and Results
Performance

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%)

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

Results
Post Launch Metrics

Greater Engagement

Fringe Benefits
Three Unexpected Outcomes

It feels more like a start up!
-Team member

Applystrategy and findings to other projects

I am reaping the benefits of the GoToMeeting site redesign, and I didn’t even work on it.
-UX Designer

Three Takeaways
What We Learned

Iterate and Test Frequently
Respond Quickly to Feedback

Involve the Whole Team in Testing Process
This Empowers Informed Decisions

Deliver Analysis Quickly

Questions?

User-Centered Review Process
Iterate and Test Frequently
Involve Everyone in the Process
Deliver Analysis Quickly

Contact Us
Jill Christ
Jill.Christ@citrix.com
@jillchrist
Elizabeth Thapliyal
Elizabeth.Thapliyal@citrix.com
@ethapliyal

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Toss out that old stakeholder review proceess!

by Jill Christ

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