Customer-Centered Design at HP
Nancy L. Clark & Craig B. Neely
© 2003 Hew lett-Packard Developm Com
ent pany, L.P.
The information contained herein is subject to change without notice

Overview
W is Custom
hy er-Centered Design important?
HP Customer-Centered Design Services (CCDS): Who
are we?
Overview W
: here w fit in the Product Developm
e ent
Process
Case Study: Designing a complex application suite
Case Study: Merger of Compaq and HP support web
sites
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W is Custom
hy er-Centered Design
Important?
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HP Customer-Centered Design Services (CCDS):
W w are
ho e
Center of com petency in custom research and designing
er
user interfaces, w facilities around the country
ith
Staff educated and experienced in cognitive & physiological
disciplines
Centralized resource for HP design team w do not have
s ho
research, design, & testing skills
Prim value add to HP design team
ary s:
Im prove developm process by bringing HP design team
ent s
together, creating a com on product vision
m
Bring target users of products together w design team to
ith s
define, design, develop custom er-centered products
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Product Developm Process: Overview
ent
Our Focus:
User analysis, requirements
Product definition, design, & developm for ease of
ent
Other Elements of the Custom Experience
er
Ordering, delivery
Documentation
Installation
Integration w 3rd party products
ith
Custom Support
er
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Case Study: Designing a Complex Application Suite
Storage Netw M
ork anagem Challenges
ent
Very large scale, distributed networks –thousands of devic
Very complex to manage
Need continuous, reliable access to critical business data
Imagine a hard drive crash!
Real-tim m
e onitoring
Fast troubleshooting
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Case Study: Designing a Complex Application Suite
Planning
Challe ng e s :
Vag ue pro duc t c o nc e pt
Cus to me rs ’ prio ritie s ?
De ve lo ping a s hare d vis io n
S o lutio ns :
Cus to me r fo c us g ro ups
De s ig ne d s ke tc hy pro to type s , c us to me rs fille d in
Value :
Re quire me nts , s hare d vis io n
No t jus t a launc h po int fo r manag e me nt applic at
Ne two rk re pre s e ntatio n
Vie w o f bus ine s s apps , data
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Case Study: Designing a Complex Application Suite
Re quire me nts
Challe ng e s
What de tails do us e rs ne e d and e xpe c t?
Re quire me nts ris ks : inc o mple te , failure to c o nf
S o lutio ns :
Re fine d pro to type s with mo re de tails
Ite rative re s e arc h to de fine ne xt le ve l o f de ta
Value :
De tails fo r info & tas k flo w (e .g . s tatus , c lic king be
Avo ide d c o s tly re -de s ig n
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Case Study: Designing a Complex Application Suite
De s ig n
Challe ng e s :
Co mple x : hundre ds o f de tails
Trade o ffs : e as e o f us e ve rs us de ve lo pme nt c o
S o lutio ns :
Ite rative us e r inte rfac e de s ig n , pro to typing , te s
UI s pe c ific atio n , e valuatio n
Cro s s -s uite s tyle g uide
Value :
Co ntinuo us us e r fo c us ke e ps de s ig n us able and alig ne d wi
Cro s s -te am c o o rdinatio n to e ns ure unifie d de s ig n
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Case Study: Designing a Complex Application Suite
Ite rative De ve lo pme nt
Challe ng e s :
Me e ting us e rs ’ re quire me nts ?
Unantic ipate d de s ig n is s ue s
S o lutio ns :
Us e r inte rvie ws : ke y fe ature s
Nume ro us us ability te s ts
S truc ture d e xpe rt re vie w
Ong o ing de s ig n c o ns ulting
Value :
Cus to me r-c e nte re d ans we rs to de s ig n que s tio
Us ability e valuatio n o f ac tual pro duc t
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Case Study: Designing a Complex Application Suite
Po s t-Re le as e
Challe ng e s :
Is the pro duc t e as y to ins tall and us e ?
Do e s it me e t c us to me rs ’ re al wo rld ne e ds ?
S o lutio ns :
Inte rvie ws with HP s pe c ialis ts in the fie ld
Cus to me r vis its , inte rvie ws
Value o f Us ability Data :
Ide ntify g aps be twe e n us e r ne e ds and ac tual pro d
Fo c us e s ne xt ve rs io n re quire -me nts o n c us to me r
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Case Study: HP.com Support
nifie d we b ac c e s s to te c h s uppo rt fro m HP and Co mpaq
nline s uppo rt de live ry via the we b while me e ting e xpe c tatio ns o f bo th g ro ups o f c us to me rs
Co mbine inde pe nde nt HP and Co mpaq Us ability Gro ups as part o f o ve rall
Fo c us o n c us to me r ne e ds , no t po litic al and te c hnic al c halle ng e s
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Case Study: HP.com Support
De s ig n
Challe ng e s :
Re quire me nts hande d do wn by me rg e r planne
2 dis tinc t inte rac tio n mo de ls
S o lutio ns :
Validate re quire me nts via fas t pro to typing , e arly t
Ite rative de s ig n & te s ting
Co mbine d te am , we b re po s ito ry fo r s hare d wo rk
Value :
Re tain c us to me r lo yalty by wo rking to ward a s ing le , unifie d s uppo rt s ite as an ind
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Case Study: HP.com Support
De ve lo pme nt
Challe ng e s :
Me e ting re quire me nts ?
Inte g ratio n o f ne w de s ig n with o the r s ite s o n HP
Will ne w de s ig n s uppo rt the func tio nality ?
S o lutio ns :
Re latio ns hips ac ro s s HP .c o m
Ong o ing de s ig n update s bas e d o n c us to me r fe e d
Ite rative de ve lo pme nt, te s t
Value :
Ke pt de s ig n alig ne d with bo th s e ts o f c us to me r ne e ds and
Inte g ratio n with HP .c o m
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Case Study: HP.com Support
Pro duc t Re le as e
Challe ng e s :
Do e s this s ite me e t the c us to me rs ’ re al wo rld ne
Co ns tant o r impro ve d c us to me r s atis fac tio n , us
S o lutio ns :
Larg e c us to me r s urve y
Re mo te we b -bas e d us ability te s ting , larg e numbe r
Us ability te s ting in lab
Value :
Cus to me r-fo c us e d appro ac h to e valuating s uppo r
Validate s if the c o nte nt is us e ful, me e ts c us to me r
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HP.com sum ary
m
http://h20000.w w
w 2.hp.com/bizsupport/TechSupport/Home.jsp
Fully inte g rate d s ite re le as e d in
Aug us t, 2003
Initial us ability data s ho w this
pe rfo rms as we ll if no t be tte r than the
pre vio us s ite s ac ro s s us e r type s
The de s ig ne rs fo rme rly fro m HP and
Co mpaq no w wo rk to g e the r as o ne
g ro up
Co ntinue to update and impro ve the
s uppo rt c o nte nt to o ur c us to me rs
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Sum ary
m
Custom er-centered focus can unify diverse stakeholders
and be the basis for com on process definition
m
Custom er-centered design activities can and should be
incorporated into every phase of product design and
developm ent
CCDS activities are tailored to the needs of each project
CCDS activities:
Decrease developm tim and cost by “
ent e getting it right the
first time”
Increase custom satisfaction by m
er eeting their needs and
expectations
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Resources
w w
w .hfes.org - Hum Factors & Ergonom Society
an ics
M ission: to prom the discovery and exchange of know
ote ledge concerning
the characteristics of hum beings that are applicable to the design of
an
system and devices of all kinds.
s
w w
w .upassoc.org - Usability Professionals Association
Supports those w prom and advance the developm of usable
ho ote ent
products, reaching out to people w act as advocates for usability and the
ho
user experience.
w w
w .acm .org/sigs/sigchi - ACM Special Interest Group in
Computer-Hum Interaction
an
Brings together people w orking on the design, evaluation, implementation,
study of interactive computing system for hum use.
s an
w w
w .baddesigns.com - Exam ples of things that are hard to use
because they do not followhum factors principles
an
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