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What I Pad For The Enterprise Really Looks Like Vf
 

What I Pad For The Enterprise Really Looks Like Vf

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An overview of how to approach rolling out ipads to your organization - what are the key behavioral as well as design decisions to keep in mind when evaluating wether or not it makes sense for your ...

An overview of how to approach rolling out ipads to your organization - what are the key behavioral as well as design decisions to keep in mind when evaluating wether or not it makes sense for your work force.

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    What I Pad For The Enterprise Really Looks Like Vf What I Pad For The Enterprise Really Looks Like Vf Presentation Transcript

    • 2011 NWCT Annual Conference What iPad for the Enterprise Really Looks Like – A Case StudyJerilyn MacLaren-Hall, XD Strategist and Account DirectorMarch 2011 MISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group Disclosure range: MISI employees for business purposes
    • Contents  Project Overview  Key Findings  Audience Analysis & Personas  What To Standardize  ConclusionsMISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group Disclosure range: MISI employees for business purposes
    • Executive Summary :: Client and Project Overview  This global financial services company wanted to better understand how iPad within the enterprise can enable improved efficiency and productivity in strategic and day-to- day tasks.  Identify the appropriate prioritization of solutions to aid employees using iPads for their work-related activities, covering such topics as:   Access   Security   Training and Support   End-to-End Experience  Determine what the “right” role is for the iPad within the professional’s already robust suite of personal devices and work-related tools.3 MISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group | Disclosure range: MISI employees for business purposes
    • Executive Summary :: Project MethodologyConducted journal and one-on-one contextual interviews with employees (primarilyfocused on executives) working in the China, Canada, Denmark, US, UK, and SouthAfrican Member Firms.Answer broader questions about the value of the iPadwithin the Enterprise: Audience Context of Use  Current business-related iPad behaviors and uses  Desired future business-related iPad behaviors and User Experience uses  Necessary level of access to internal portals, applications, and other online tools  Assets needed to ensure successful integration of Expected Business Value iPad into overall employee architecture4 MISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group | Disclosure range: MISI employees for business purposes
    • Contents  Project Overview  Key Findings  Audience Analysis & Personas  What To Standardize  ConclusionsMISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group Disclosure range: MISI employees for business purposes
    • Key Finding :: iPad Is Not a Replacement DeviceAlthough the iPad cannot serve as a “replacement device” for employees, it is proving tobe an integral component of the productivity device suite for many.Primary iPad Benefits  “Instant-On” Capability SMARTPHONE •  Easy and quick  Portability and Convenience email  Extended “PDA” Functionality •  Extremely portable  Ease of Use for Basic Work Tasks (e.g. Email LAPTOP Responses, Detailed Reading Activities) •  Full functionality •  Full network access  Extended Battery Life •  Portable (but not convenient)  Supports Work / Life Balance Goals DESKTOP •  Lots of processing power Unique aspects of current employee devices6 MISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group | Disclosure range: MISI employees for business purposes
    • Key Finding :: iPad Is a Personal PreferenceBecause the iPad is very much seen as a “personal” device, in most cases it shouldnot be issued as part of a formalized program, but rather, supported by the enterprisefor those employees who wish to purchase one and use it to help complete those tasksthey feel most comfortable completing on an iPad. Manage e-mail & Access historical, calendars collaborative & thought leadership documents Securely handle work related Review & approve reports documents & information and other work related documents Understand advanced business tools on iPad & Quickly & easily find their relevance iPad business apps7 MISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group | Disclosure range: MISI employees for business purposes
    • Key Finding :: Enterprise Provided iPads Means Employee ExpectationsEnabling the use of iPads (instead of distributing them) will help manage employeeexpectations around the overall experience of using an iPad at work.8 MISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group | Disclosure range: MISI employees for business purposes
    • Key Finding :: Expectations Grow with Your Global FootprintThese differing expectations really come into play when considering roll-out and supportglobally, since connectivity and basic device design create different needs indifferent countries. Denmark: iPad’s recognition of Danish is poor so email China: it is writing is harder. easier to type in Chinese on the iPad because the language recognition is excellent. USA: Many WiFi spots are available so 3G isn’t as necessary. Hong Kong: Many WiFi South Africa: spots are   BB network is not available so supported so iPhone & 3G isn’t as iPad availability is necessary. extremely helpful.   WiFi is hard to find so 3G is crucial to the iPad’s value.9 MISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group | Disclosure range: MISI employees for business purposes
    • Key Findings :: iPad = Bigger Mobile DeviceLastly, while the iPad and similar devices show promise of some day becoming theirown category of productivity devices, their purpose and function are still too similarto other mobile devices to warrant unique treatment. iPhone Primary iPad & Similar Device Draw-Backs   Lack of a new or unique capability that is distinct from what can already be done on other devices   Highly “personal” in how they are used   Higher error risk for data entry   Limited feature/function agility (e.g. poor content creation experience)   Outputs of devices are not yet fully compatible with other primary devices (ex. laptop, desktop) Droid iPad Blackberry10 MISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group | Disclosure range: MISI employees for business purposes
    • Contents  Project Overview  Key Findings  Audience Analysis & Personas  What To Standardize  ConclusionsMISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group Disclosure range: MISI employees for business purposes
    • Audience Analysis & Personas :: A Quick Word on Personas What are Personas? Distilled, characterized profiles of representative audience members based on data collected via primary research methods with real members of your audience. Used to guide the design of products, channels, and messaging. Benefits include:   Create a shared understanding of real people who will use the device or interface.   Focus decisions and solution on user needs and data - less on assumptions.   Eliminate tasks that don’t directly help users to accomplish their goals.   Help satisfy the needs of many users who have goals similar to those of the persona.12 MISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group | Disclosure range: MISI employees for business purposes
    • Audience Analysis & Personas :: Persona Development Overview  The goal of persona development for the enterprise is to answer:   Who are our employees?   What are they trying to accomplish?   How are they trying to accomplish it?  Answering these questions will allow the enterprise to:   Define the current and ideal configuration of devices for employees   Determine iPad support needs and priorities   Create appropriate standards and assets employees with iPads  By understanding employees as more than just a business unit and geographical alignment, IT can better understand opportunities for consolidation based on commonalities such as:   Devices Used   Communication Channels   Work Environment Context (remote vs. stationary)   Typical Work Activities   Views of New Technology13 MISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group | Disclosure range: MISI employees for business purposes
    • Audience Analysis & Personas :: It’s more than high-level task analysis In addition to understanding high-level job tasks, it is important to have a strong view into what a “day-in-the-life” looks like for individual roles (and how it compares to roles across the organization). Context is everything when it comes to the iPad.Preparing for At Just Before Travelling At Work Travelling Day Home Bed14 MISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group | Disclosure range: MISI employees for business purposes
    • Audience Analysis & Personas :: Its All About “Instant On”Given the right support model, employees-on-the-go will be more productive on aniPad than on a laptop thanks to improved convenience and performance factors.15 MISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group | Disclosure range: MISI employees for business purposes
    • Audience Analysis & Personas :: Technology Pre-disposition is a keyfactor in iPad AdoptionThe main personas – Cynthia and Marcel – have many similarities but also some keydifferences such as work-travel destinations, primary collaboration behaviors andpartners, and their views on new technology.Persona Name Cynthia MarcelDescriptive Quote “Being on the road and in client meetings frequently, I need “I am in internal meetings all day trying to make my firm more to be constantly connected while engaging with clients and efficient and effective; I need devices that do the same for me portraying a forward-thinking image of Global FS Firm.” while being convenient and simple.”Examples of Roles Partner, C-Level, Exec. Dir., Sr. Mgr Partner, C-Level, Exec. Dir., Sr. MgrExternal/Internal Client-Facing Internal% of Time Spent 35% International, 30% Domestic 15% International, 50% DomesticTravellingCollaboration High HighLevelDevices Used Laptop, Smartphone, iPad Laptop, Smartphone, iPadNew Device View Early Adopter Technology ResistantTypical iPad Tasks Note-taking, internet browsing, email, client presentations Note-taking, internet browsing, email16 MISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group | Disclosure range: MISI employees for business purposes
    • Audience Analysis & Personas :: Sample Persona - Meet Cynthia Day in the Life:   Description: Cynthia is in an Executive-level role at Global FS Company. She can most often be found in meeting rooms or on conference calls. Cynthia rarely gets time during her day to just sit and read emails or reports – although she has to read many of them. Her days are hectic so she uses her time at home at night to catch up on email and reviewing documents.   Primary Responsibilities:   Attending internal meetings   Reviewing and approving documents/reports from her practice’s primary application (ex. Orion)Quick View:   Visiting large clients for meetings and account developmentC-Level, International Traveler,   Primary Work Locations: Travelling, Office, HomeClient-Facing, HighlyCollaborative, Content Consumer,   % of Average Day Spent on Different Tasks:Early Adopter   80% meetings   10% email   10% reviewing and approving documents/reports“Being on the road and in clientmeetings frequently, I need to be   % of Average Month Spent Travelling:constantly connected while   35% International Travelengaging with clients and   30% Domestic Travelportraying a forward-thinking   35% Localimage of Global FS Company.”   Types of Roles Cynthia Might Be In:   Partner   C-Level   Executive Director   Senior Manager17 MISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group | Disclosure range: MISI employees for business purposes
    • Audience Analysis & Personas :: Sample Persona - Meet Cynthia Technology Usage and Views: Level of Technology Experience: Tech Savvy New Device View: Early Adopter Devices Used: Laptop, Smartphone (Supported), iPad (not Supported) Use of Laptop: Cynthia tries to use her laptop as little as possible. It is mainly reserved for downloading/uploading reports from Orion, accessing documents from repositories, writing lengthy emails, and heavy document editing. Use of Smartphone: Her iPhone is her quick, easy connection to the world. Cynthia has it with her all the time; she checks her email on it while in meetings, walking from one place to another, or when she’s not at work.Quick View:C-Level, International Traveler, Use of iPad: Since Cynthia has bought her iPad, she has been using her laptop lessClient-Facing, Highly and less. She uses her iPad for notes in all of her meetings. She emails herself Global FS Company documents so that she can review them on-the-go. She lovesCollaborative, Content Consumer, the larger screen compared to her iPhone. She really wants her Global FSEarly Adopter Company email on her iPad since it is easier for her to respond and tackle multiple emails at once while on the road. Cynthia knows that using her iPad in client“Being on the road and in client meetings puts forth a forward-thinking impression of Global FS Company.meetings frequently, I need to be Typical iPad Tasks: Note-taking, internet browsing, personal email, reviewing andconstantly connected while annotating docsengaging with clients and Desired iPad Support: Data Security, Email, Calendar, Outlook Tasks, Content repositoryportraying a forward-thinking access, Access to review/approve reports on Orionimage of Global FS Company.” Preferred iPad Business Apps: iAnnotate, BBC News, Pages, Numbers, Keynote, Evernote Likes: Portability, Ease of Use, Instant-On, Long Battery Life, Conversation-Starter, No Barrier in Meetings Dislikes: Small Keyboard, No Track Changes on Pages18 MISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group | Disclosure range: MISI employees for business purposes
    • Contents  Project Overview  Key Findings  Audience Analysis & Personas  What To Standardize  ConclusionsMISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group Disclosure range: MISI employees for business purposes
    • What to Standardize :: Chapter 1 – Know the Context of Use  A Touch-Based Tablet Is Not a Mini Laptop   Unique Interaction Models – Traditional and Touch Interface Differences   Scenarios of Use Include Environment   Old Portals and Applications – New Value Propositions   The Personal Preference Factor  Audience Analysis – Who Is Your User…???   Classification Systems – Going Beyond Titles and Bus   The Work/Life Balance Line… Even more blurry   Accessibility – Literally and Figuratively  Task to Device Mapping and Creating Solution-Oriented iPad Products   This Can Not Be About the Me-Too Factor   Downloading and Reading Workflows   Content Approval Workflows   Reviewing and Annotating Content Workflows   Reviewing and Editing Content Workflows   Content Creation and Collaboration Workflows20 MISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group | Disclosure range: MISI employees for business purposes
    • What to Standardize :: Chapter 2 – The Top 10 Project Team Questions1.  What type of application are you looking to build / support on the iPad?2.  Who currently uses this application in its traditional form?3.  What particular tasks from the application are you trying to support?4.  If this is a new application, what particular need is the application attempting to fill?5.  What user groups will be accessing this application from their iPad?6.  Under what circumstances will users access this iPad application?7.  Will different user groups have very similar or greatly differing needs for the iPad application?8.  What features do users need access to, based on the circumstances in which they will be using the application?9.  Where will users be accessing this application and will they have network access?10.  Will users be able to successfully use your application on the iPad without any peripherals or accessories?21 MISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group | Disclosure range: MISI employees for business purposes
    • What to Standardize :: Chapter 3 – Guidelines and Best Practices  Critical iPad Considerations   Security   Touch-Interaction Limitations   User Perceptions  iPad Functionality – Keeping in Mind What This Device Was Designed To Do  Application Typing and Support   iOS Applications vs Web Applications   Native Applications, Commercial Applications, Enterprise Specific (Custom) Applications   Portals   Content Repositories   General Applications   Collaboration Tools   Internal / External-Facing Applications   Business Productivity / Efficiency Tools   iPad Layout Considerations   iOS UI Element Usage Guidelines   General Usability – Following a Check List22 MISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group | Disclosure range: MISI employees for business purposes
    • Contents  Project Overview  Key Findings  Audience Analysis & Personas  What To Standardize  ConclusionsMISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group Disclosure range: MISI employees for business purposes
    • Conclusions :: Supporting the iPad is as much about the Process as it isthe TechnologyEnterprises should encourage new device adoption and harness theproductivity power of the iPad for those individuals who choose to purchasethem.  Although it is not cost-effective to roll out iPads on a grand scale, their productivity power can greatly increase the efficiency, availability, and responsiveness of employees in a variety of positions.  By officially supporting the iPad in a structured and standardized manner, the device’s innate values – instant-on, portability, and intuitiveness – could be exponentially increased in the workplace.At the same point, Enterprises need to provide their employees guidanceon how to use their iPads appropriately for work-related tasks.  Employees are already using the iPad; it is important to get ahead of bad behaviors and define appropriate ways to use / not use the iPad (but always with a sense of evolution and growth in mind).  By ignoring the appeal and penetration of the iPad, the potential for security breaches, data loss, inconsistent templates/approaches, and lowered efficiency increase. 2424 MISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group | Disclosure range: MISI employees for business purposes
    • Conclusions :: Because context is king, understanding nuances = successThere is no one-size-fits-all answer for how iPads (and other similar devices) shouldbe rolled out, supported, and ultimately – governed within the enterprise.Language differences can result in…  Different accessories necessary  Different styles of data entry and interactions for enterprise specific apps supporting business tasksPractice differences could result in…  Different tasks and applications that should be translated to the iPad  Different levels of security neededGeographic differences could result in…  Different types of data plans necessary based on availability of networks  Different work styles and schedules resulting in varying needs from their mobile devices 2525 MISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group | Disclosure range: MISI employees for business purposes
    • Conclusions :: Other Roles to Consider within the Enterprise…Additionally, the potential for the iPad to increase efficiency and productivity forassociates, EAs, and Admin. The iPad Is Not a “level-selective” tool.The role of an associate can vary greatly and therefore needs deep exploration to understand…  Is there value in junior staff using given their role?  What types of staff members will find the most use in iPads?  What types of tasks do they need/want to accomplish on an iPad and how can the Enterprise support that?Our research hinted at the usefulness of iPads for EAs/Admin Assistants, butthere is still great unknown potential in this user group…  How does the iPad not only help one person, but also facilitate that person to help other people every day?  How does the iPad fit into the web of devices and communications for TWO people?  What would be the constraints of the iPad for someone who is relied on so heavily to be constantly accurate, available, and connected in regards to people, data, and systems. 2626 MISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group | Disclosure range: MISI employees for business purposes
    • Thank You!  Interested in learning more about our work with iPads?  Please feel free to reach out to me @ jmaclarenhall@misicompany.com  Connect to me on Linked In: Jerilyn MacLaren-Hall  Follow me on Twitter: jmmaclarenhall and MISICompanyMISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group Disclosure range: MISI employees for business purposes