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Customer-Centered Design at HP
Nancy L. Clark & Craig B. Neely




                                  © 2003 Hew  lett-Pack...
Overview


 W is Custom
  hy        er-Centered Design important?
 HP Customer-Centered Design Services (CCDS): Who
 are w...
W is Custom
   hy       er-Centered Design
 Important?




M 13, 2009
 ay                              page 3
HP Customer-Centered Design Services (CCDS):
 W w are
  ho e

 Center of com petency in custom research and designing
    ...
Product Developm Process: Overview
                 ent

              Our Focus:
              User analysis, requirement...
Case Study: Designing a Complex Application Suite



                Storage Netw M
                            ork anagem...
Case Study: Designing a Complex Application Suite


                                              Planning
               ...
Case Study: Designing a Complex Application Suite

                                          Re quire me nts
             ...
Case Study: Designing a Complex Application Suite

                                              De s ig n
               ...
Case Study: Designing a Complex Application Suite

                                          Ite rative De ve lo pme nt
  ...
Case Study: Designing a Complex Application Suite


                                         Po s t-Re le as e
           ...
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 v...
Case Study: HP.com Support

                                                               De s ig n
                     ...
Case Study: HP.com Support

                                         De ve lo pme nt
                             Challe n...
Case Study: HP.com Support

                                      Pro duc t Re le as e
                         Challe ng ...
HP.com sum ary
           m

                                                http://h20000.w w
                           ...
Sum ary
    m

 Custom er-centered focus can unify diverse stakeholders
 and be the basis for com on process definition
  ...
Resources

 w w
  w .hfes.org - Hum Factors & Ergonom Society
                   an                ics
 M ission: to prom ...
HP logo
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Mission: Innovation Success Workshop

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Innovation Management Institute presents a workshop title "Mission: Innovation Success" on March 3, 2009 at Fort Mason in San Francisco. This presentation contains details on workshop topics and format.

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Transcript of "Mission: Innovation Success Workshop"

  1. 1. 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
  2. 2. 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 M 13, 2009 ay page 2
  3. 3. W is Custom hy er-Centered Design Important? M 13, 2009 ay page 3
  4. 4. 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 M 13, 2009 ay page 4
  5. 5. 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 M 13, 2009 ay page 5
  6. 6. 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 M 13, 2009 ay page 6
  7. 7. 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 M 13, 2009 ay page 7
  8. 8. 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 M 13, 2009 ay page 8
  9. 9. 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 M 13, 2009 ay page 9
  10. 10. 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 M 13, 2009 ay page 10
  11. 11. 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 M 13, 2009 ay page 11
  12. 12. 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 M 13, 2009 ay page 12
  13. 13. 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 M 13, 2009 ay page 13
  14. 14. 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 M 13, 2009 ay page 14
  15. 15. 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 M 13, 2009 ay page 15
  16. 16. 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 M 13, 2009 ay page 16
  17. 17. 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 M 13, 2009 ay page 17
  18. 18. 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 M 13, 2009 ay page 18
  19. 19. HP logo
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