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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

Toss out that old stakeholder review proceess! Toss out that old stakeholder review proceess! Presentation Transcript

  • 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
  • Conduct Frequent, Iterative Testing
    Involve everyone in the process
    Deliver analysis quickly
    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.
     
  • Conduct Frequent, Iterative Testing
    Involve everyone in the process
    Deliver analysis quickly
    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
  • ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.
  • ©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…”
  • ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.
  • ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.
  • Features
    Before and After
  • ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.
  • ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.
    “…I’m not understanding which description goes with each image…
  • ©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…”
  • ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.
  • 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