Get the SWAG on ! #17

@paulinealapage
Pauline Thomas Biopic

@paulinealapage@paulinealapage

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FREELANCE
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EXHIBITIONS
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@paulinealapage
Informatio
n
designer
Concept
designer
Information
architect
Project
manager
UXInteractio
n
designer
2002 2004 2002 2005 2005 2009
UX role chronology

@paulinealapage
Information architect

@paulinealapage
Information designer

@paulinealapage
Concept designer

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Interaction designer

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UX Process back in the days

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UX Process now

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User interview process
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User research findings
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Ethnographic
research
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Affinity diagram
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Feature testing
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19
Innovation opportunities
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Mental model

Existing customer Journey vs. ideal
Orange is social - ideal customer journey V.1
This customer journey shows the ideal socialisation of services seen from a customer’s point of view.
Existing socialisation projects are show in this context and assessed in light of the customer need at each stage.
Blank cells show where there is no existing customer experience in development and may be areas of opportunity.
Grouping
Setup Login Contacts Events Facets Aggregation Groups and tribes Change device Change provider Returning to Orange
Customer need
How can I fi nd out about new features and
benefi ts?
I need the setup to be easy and work
with my existing services, including
3rd party ones.
I want one secure login that gives
me access to everything I need.
The way I do things is through my
contacts.
I want to join, create and manage events
with my contacts.
I want to be able to change how I present
myself and how much access other people
have to my network and content.
I need access to my networks to be relevant
and to receive it in the right place, at the
right time.
I need to be able to arrange my contacts and
networks in a smart way that helps me with
socialising, privacy and sharing.
I want to take my customisation and data
with me to a new device or service without
any hassle.
I want to take my customisation and data with
me to a new provider but still use some of the
services I had with Orange.
I want my customisation and data to be
there when I choose to come back.
Orange of er Register then use
Log in once on your phone to
access at a click to all your
contacts
Pick out your VIPs and we'll bring
them closer to you
Share easily your day to day events with
your friends
Help to switch of informations you don’t
want to display
Stay up to date with your social networks at
a glance
Tailor your communications to dif erent
groups
We'll help you choose and move to the
right device
We're sorry to see you go but we'll help you
pack
Welcome back, enjoy new features of
Orange apps suite
Brand Dynamic Simple Straightforward Friendly and straightforward Dynamic Straightforward Dynamic Dynamic Straightforward Honest and straightforward Friendly
Ideal scenario
Status Portal potential improvements
profi le account dashboard,
pushs from social networks and Orange
community have to be diplayed from Orange
web and mobile portals
Shops:
Orange Apps Suite (box) targeted to families
People project input: websites with networking
approach can help
Moc, On, Social Voice: Application
should be shipped into the device
and developp Web Apps
Usage barrier, very critical step
process
All services: single login and
identity services
All services: Socialise VIP
contacts more accross
devices and services like
geolocation (LBS)
On: geolocation features
which could be extended to
more applications
All services: Integrate with
contacts and social features
CALENDAR SHARING
- birthday notifications
- invites
- reminders
Parameter shared calendar by
default display
All services: tie- in with identity
USAGE BARRIER: mobile screens
are small to display too many
networking informations.
Social PIM, MOC, On: Simplify methods of aggregation and control settings All services: automation and pre- setup through Backup and restore application
Mobile/
Social Voice
PRE- INSTALLED
no setup, comes with homescreen
LOGIN NOT REQUIRED
no login, comes with homescreen
MANUAL TOP 5 VIP
CONTACTS SETUP
THREADED SMS
text conversation like «SMS chat»
VOICEMAIL
Play voicemails in the order user
wants
CUSTOMISE INBOUND CALL
Set a ringtone/ picture contact
Top5 contacts available on
homescreen
Alert and notifi cations of VIP
contacts
Tarif ties- in
NOTIFICATIONS
Missed calls
Txt messages notifi cations and
preview
HISTORY Calls and txt
REACHABILITY NOTIFICATIONS
(«awaiting reachability», «now
reachable»/ ‘m issed call»)
PRIVACY SETTINGS to manage
AVAILABILITY TXT PRECONFIGURED
voice response/ tx t message
Precompiled responses from direct
contact list.
Mobile/ On INVITATION
A person hearing of ON, or acquiring a handset
with ON client installed, chooses to register.
This may happen in response to an existing
user inviting him to join the service.
SMS/ EMAIL LINK
sms with wap- link or email invitation
with link to use the service and to
download the app.
EASY SETUP OF DIFFERENT SOCIAL
IDENTITIES
A User can login with any of his
Points of Contact (phone number,
email…) and password. ON also
supports OpenId login and remote
login via oAuth.
AUTO MERGE
Automatical merge of user’s phone
AB contacts to multiple his SN
profi les
SINGLE LOGGIN
Once logged in on a phone, there
is no further requirement to log
in. Similarly cookies operate
with web and wap access to
prevent login hassles.
MANUAL TOP 5 VIP
CONTACTS SETUP
Top5 contacts are in the fi rst
position in the list, while
others continue to rank
based on call frequency
around the anchored
contacts.
LOCATION VIEW provides a
list view of contacts,
organised by:
- same place
- same area
- same town
- same country
...
SET PROFILE AVAILABILITY/ activity/
mood/ location
All status elements can be set by a
3rd party service. All status
elements can be read and
interpreted by a 3rd party service.
ONE CONTACT, MULTIPLE PROFILES
Automatically link contacts to multiple
profi les
3RD PARTY INFO
Enriched contact information
ONE STATUS TO MULTIPLE SN
Post instantaneously dif erent status or
dif erent contents on dif erent SN
FULL PROFILE VIEW
Parameter trusted profi les (Trusted
contacts will be able to see full status.)
Users hardly need t make a change to
their contacts, but need to group them
and have some overlapping fi lters
PARAMETER A CONVERSATION
Create a conversation
Invite to Conversation
Set a group conversation openness
Set a conversation privacy
SUSPEND SERVICE
A User can suspend his ON service:
This will be notifi ed to all contacts as
being though the User had never
been a User of ON. IE, all "linked"
information will disappear from the
address books of his contacts, but all
non linked information will remain.
This option later enables User to
reactivate ON service.
LEAVE SERVICE
A User can choose to leave ON:
He will be of ered the choice of
"suspending" his service, which he can
later reactivate, or deleting his
information, in which case all
information related to him is
permanently removed from the service
and all back- ups.
As part of "Own Your Own Data" (OYOD)
user can receive electronic copy of all
his data in an appropriate format
(FOAF?)
Mobile/ Moc SMS/ EMAIL LINK
sms with wap- link to download the
app
SETUP EXPERIENCE
Drag your social network into your
phone to receive friends updates on
your mobile phone
SET OPTIONS AND ALERTS
Setup / manage several mobile
options
Set alerts
LOGIN ONCE FOR ALL
No need to login to each
networks one by one
MANUAL VIP CONTACTS
SETUP
from device AB . 1 SN per
VIP
Inbound calls show photo
+ status from fi rst SN that
was setup
SHARE MINIFEEDS of your friends
with your friends
PRESENCE NOTIFICATION
Txt and calls features linked to SN
profi les
Post instantaneously dif erent status
or dif erent contents on dif erent SN
SORT SOCIAL NETWORKS friends feed
by tabs with graphic availability status
notifi cation
SEARCH AND BROWSE an address book
that is a combination of user’s Orange
address book and SN contacts.
3RD PARTY INFO
MULTI- CHAT through built- in SN
Instant Messenging into FOX interface
SN MAILBOXES ACTIVITY
SORT SOCIAL NETWORKS friends feed
by tabs with graphic availability status
notifi cation
Web/ Social PIM Orange.fr header: My Social Place, or My
contacts link
SETUP NETWORKS
Setup networks and profi les in one
page
AUTO MERGE
Automatic merge of user’s AB
contacts with his SN profi les
Manage duplicates
LOGIN ONCE FOR ALL
No need to login to each
networks one by one
AUTOMATIC VIP CONTACTS
SETUP (emails analysis) but
allow manual setup
No set up to sort your
contacts according to their
importance
Manual setup possible to add
some contacts information
Marauder’s map
(geolocation’s map)
seg-
ment
depen
- dent
PARAMETER SHARED CALENDAR AND
SHARED AB
- birthday notifi cations
invites
Shared AB,
- to do list,
- shared alerts
- wish list
- group management
- birthday reminder
COMMENT my contacts updates in
my Orange Social page
UPDATE PRESENCE STATUS
Geolocate/ availability
Display fi rst my prefered contacts
feeds and availability.
3rd party service or through
Orange.fr. All status elements can
be read and interpreted by a 3rd
party service.
MY «ORANGE PAGE» DISPLAYS:
my contacts acitvity thread and
Orange contacts activity on Orange
Services
3RD PARTY INFO
MULTI- CHAT through built- in Instant
Messenging
MANAGE SN ACTIVITY :
mailboxes
friends invites
CHOOSE INFO TO SHARE WITH
Select with whom sharing details with.
Users need that kind of feature if it’s
not complex
SHARING RULES
Defi ne groups and related sharing rules
with contacts.
AUTO EMAILS SORTING & GROUP
SUGGESTION
BACKUP ONLY CONTACT PAGES
Users need to keep every
customisation settings, contacts,
calendar...
INFO STORAGE
Informations are stored for a short
period in case user wants to
subscribe again.
The period should be longer
Mobile/ Social
PIM
SINGLE LOGIN
Once logged in on a phone, there
is no further requirement to log
in. Similarly cookies operate
with web and wap access to
prevent login hassles.
AUTOMATIC VIP CONTACTS
SETUP
(emails analysis) but allow
manual setup
Some people would prefer to
confi gure manually by
default, others won’t be
confused if their VIP contacts
are automatically ordered.
seg-
ment
depen
- dent
UPDATE PRESENCE STATUS
GEOLOCATION/ availability
Display my contacts feeds and their
availability.
3rd party service or through
Orange.fr. All status elements can
be read and interpreted by a 3rd
party service.
MY «ORANGE PAGE» DISPLAYS:
my contacts life thread,
a direct link to their SN page,
a direct Orange contact page
automatically enriched with the
information coming from 3rd parties
websites.
- presence display on contact page
Select with whom sharing details with
Defi ne groups and related
sharing rules with his contacts
Post instantaneously dif erent status or
dif erent contents on dif erent SN
BACKUP ONLY CONTACT PAGES
Users need to keep every
customisation settings, contacts,
calendar...
INFO STORAGE
Informations are stored for a short
period in case user wants to
subscribe again.
The period should be longer
RCS Currently Orange only planning to launch in
France.
Access from HomeScreen
During calls, a notifi cation (beep) will indicate
whether caller is on RCS capable phone
RCS will probably be of ered as part of a
package with a data allowance.
No web component at moment.
RCS contacts are linked to contacts through
MSISDN in contact list
RCS profi les consist of :
Picture
Freetext
Web link
Time stamp
Indication of Hyperavailability
REQUIRES RCS CAPABLE HANDSET
Set- up wizard encourages 1st time
users to send invitations
First time usage quite likely to
involve receiving an invite from
another RCS user
Accepting an invite from another RCS
user 'enables' their RCS profi le to
appear in the phone contact list
(!) Risk of poor experience if handset
cannot detect RCS compatibility.
LOGIN IS AUTOMATIC
no additional RCS
authentifi cation required
There could be an
opportunity to integrate
voice services, such as MCA,
NOR, etc but currently these
are restricted to VIP area (SV
on homescreen)
DEVICE NOTIFICATION EVENTS, e.g.
hyper availability and updated
profi le
You can disable dif erent RCS
components for example when
roaming to reduce costs
RCS STATUS INDICATIONS:
- Invitation pending
- Shared state (i.e. connected to
another RCS user)
- Hyper availability
- Profi le blocked
- Note: RCS capable is not indicated
SINGLE PROFILE (facet) only in
current specifi cation, may be
extended based on number of
groups
NO GEOLOCATION in V.1.2
There is a fi ltered view of phone
contacts showing only RCS contacts.
This can be in list mode or grid view.
No groups, except groupings already
created in phone contacts list
You could have a contact card for RCS
in MOC, just as there are contact card
for other SNs in MOC.
MSISDN data and RCS profi le is
backed- up to network. If user also
had also backed up contacts, should
be possible to restore RCS data and
connect with contacts on a new
device.
Backed- up RCS data is compatible with
any participating operator.
Data is persistant (how long),
so in theory would be easy to
rejoin Orange and restore RCS
contacts.
Web portal /
Social features
Portal community pushs no setup login to post comments, note Meet members belonging to
Orange community
Share contents with my contacts and
community contacts
People Project People project helps users to be aware of the socialising activities for Orange non customers, helps to sell features with a convenient message for the brand, users feel engaged and promoted.
Use
G
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Evolve
Sc
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Fe
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to
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tou
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da
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@paulinealapage

23
User
research
@paulinealapage

Research analysis
@paulinealapage

25
Workshop with
users
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26
Prospectiv
e
@paulinealapage

Future imagination
@paulinealapage
Activity ecosystem

28
Usage
ecosystem
@paulinealapage

Future imagination
@paulinealapage
Services ecosystem

Ideation workshop

User testing on Omnigraffle
Prototype

@paulinealapage
Adobe.com Support Pages

@paulinealapage
Support Experience In Context Support Concepts
ALL TABS LEAD POTENTIALLY TO SUPPORT WHEN ISS

@paulinealapage
WHO ARE THE EXPERTS?
HOW TO HAND OVER
SUPPORT TO THEM?
HOW TO ADD VALUE TO
THEIR EXPERTISE? AND
THEIR COMMUNITY?
CHRIS
Artistic director
@TheAgency
ROB
Teacher of Adobe
Products for all levels
WHO ARE THE NON PROs?
HOW TO HELP THEM
EFFICIENTLY?
HOW TO ENGAGE THEM WITH
ADOBE?
PAUL
Passionate
photographer
WENDY
Entry level at design
college
Rob’s student
Day in the life

@paulinealapage
Support Experience In Context Support
Concepts
MAKE SUPPORT RELATIONSHIP COHESIVE AND STRAIG
Video chat
capabilities
Fullscreen
Screenshare
Record
session
Add attachment
to conversation
thread
Record
session

@paulinealapage
37
API Dashboard

@paulinealapage
38
Dash: Spend Analysis

@paulinealapage
Creative Cloud Enterprise

@paulinealapage
Partner Survey

@paulinealapage
The Personas
Prospective
Partner
Customer
Partner Practice
Manager
Sales Technical Marketing
Partner
Manager
Site
Administrat
Pre-login
Partners
Employees

@paulinealapage
Prospective Partner
My Objectives My Challenges
• I'm thinking about becoming a partner. What
are the benefits for my company?
• What level is best for me? What are the
requirements for each level?
• I need to understand the terms and
conditions.
• I need to convince my company. Give me a
downloadable presentation with selling
points and case studies that I can present
to my superiors.
• Ok, I want to apply to become a partner.
Where do I sign up? How long will it take for
my request to be approved?
• There is too much information on the
homepage and none of it is addressing my
needs!
• I don't fully understand the difference
between specialization, certification and
partner levels. Make this more simple for
me to understand!
• The portal isn't giving me the impression
that the partner program is well organized.
• I don't know exactly what I'm signing up for.
• It's difficult to locate a call-to-action on the
homepage to join up.
Ishan, Business Development Executive
“I'm thinking about becoming a partner, I need to
understand more about the program and benefits.
What's in it for me?”

@paulinealapage
User Stories
• Internal User Story Seeding
User Story Workshop
Design & Prototyping
• Wireframing
• Visual Design & Prototyping
• Customer Tests
User Story Customer Review
Specifications
• Style Guidelines
• Design Pattern Library
Release UX Packaging
• Sprint UX Package
Sprint Support
• Brief + Support
Sprint Retrospective
Release Testing
• UX QA
• Exploratory UserTesting
Release Retrospective
Project Setup
Needs and
constraints
Objectives and
priorities
Existing Landscape Review
• User Ecosystem and Process Discovery
• Existing Applications Review
• Competitor Experience Review
Interviews
• Users Interviews
• Stakeholders Interviews
Big Picture
• Experience Model
• Personas (Roles, responsibilities)
• Vision Prototype
• User journeys
Solution Opportunities
• Value Linkage
• Risk / Reward Analysis
• Opportunity Selection and Prioritization
Discovery Report
UX design UX deliver & supportUX discoverUX initiation
FSG
0
FSG
1
FSG
2
FSG
3
FSG
4
@paulinealapage

@paulinealapage
Many hints to fulfill and exceed user expectations
The objective is to learn from the best (and worst) aspects of those products by identifying their
strengths and weaknesses, their successes and failures, their critical capabilities, essential
features and commonly used nomenclature. In so doing, we can ensure the delivery of a solution
that is in itself strongly competitive, both by fulfilling and exceeding user expectations, and by
avoiding recognized pitfalls.
UX Effort
Research
8 h
Document
4 h
UX Discovery I Existing Landscape Discovery
RECOMMENDED
The objective is to learn from the best (and worst) aspects of those
products by identifying their strengths and weaknesses, their
successes and failures, their critical capabilities, essential features
and commonly used nomenclature.
In so doing, we can ensure the delivery of a solution that is in itself
strongly competitive, both by fulfilling and exceeding user
expectations, and by avoiding recognized pitfalls.
A Competitor
Experience Review is
an opportunity to
review any and all
products competing
against that of the
project in question.
Competitor experience review
Related Deliverables
Existing User Ecosystem and processes
Existing Applications Discovery
Required Participants
UX BIZ Collect informations
Fedex Kinko’s Print
Online
@paulinealapage

@paulinealapage
UX Effort
Identification meeting
1h
Questionnaire preparation
4h
Interview
1-2 h
Notes tidy up and publication
2-4 h
UX Discovery I Interviews
MANDATORY
Stakeholders Interviews
The most important
element of this
evaluation is the
gathering of data
points which will
form the basis of the
expectation
management
strategy, laying the
foundations for
common
understanding of
and buy-in for the
solution outcome.
Failing to manage key stakeholders on a project is a route to
customer satisfaction and disappointment.
It is the stakeholders who will ultimately determine if the project
is successful or not, irrespective of whether you have delivered
on time and on budget in accordance with the contract.
For that reason, it is mandatory that stakeholder management
and analysis is conducted as part of the overall project.
UX BIZ
Document model
W Stakeholder interview model
Interview
Hendrix

@paulinealapage
UX Effort
UX Discovery I Big picture
Personas (Roles and Responsibilities)
They help to prevent decisions being based on designing for
ourselves, rather the team need to always ask themselves
"What would this mean for Jane?".
It can help to focus design and prioritization around what the
target user is likely to encounter rather than an edge case
scenario. They are captured in short descriptions that include
behavior patterns, skills, attitudes and goals, along with a few
relevant fictitious personal details to make the persona feel
realistic.
Personas are
especially compelling
as they put a human
face behind the work
we are doing.
UX Effort
Persona workshop
2-4 h
Persona work 8-12
h/each
Creating Input
4-8 hRelated deliverables
User journeys
Task flows
User interviews
Existing applications Discovery
MANDATORY
Document model
W Persona model
UX
Hendrix
USR

@paulinealapage
UX Discovery I Big picture
UX Effort
On site discovery
1-4 h
Documentation Offsite 4-8 h
Ecosystem Discovery
Interviews
User interviews
Wireframes
MANDATORY
User journeys (needs and tasks)
In other words, what is the role of the user in the system? How
do they interact with other users? What are the tasks and
processes that they perform? This analysis may also involve
the users physical environment in addition to their virtual one.
Conducting this activity ensures that the design of any solution
takes all users of the system into account and is cognizant of
how they work.
The User Journeys
analysis includes
analyzing and
describing the
environment or
ecosystem that the
users exists within and
the processes and task
flows of those users
Document model
W User Journey Model
UX
FedEx Kinko’s Print on line
FedEx Kinko’s Print on line
TA BSA
UX training / Partner Porta

@paulinealapage
1. Come to the session with a number of solution
opportunities to work through. About 10-20 would be fine.
2. For each one, discuss and mark out five (non financial)
risks.
3. Now, discuss and mark out five (non financial) rewards.
4. Next, for each of the risks and rewards, agree amongst
the team on the likely impact if the risk or reward is
realized on a scale of one (minimal impact) to five (game-
changing impact)
5. For each of the ten risks and rewards, agree amongst the
team on the likelihood of the risk or reward occurring on a
scale of one (not in a month of Sundays) to five (This will
almost definitely happen)
6. Each risk is given a value which is the impact * the
likelihood of it occurring. Add these together for an overall
risk value (it will be somewhere between 5 and 125)
7. Do the same for reward.
8. When these are plotted out, the solution opportunities fall
in one of four quadrants, described below:
• Blockbusters: These are low risk, high impact, best
candidates solutions.
• High Wire Acts: These are high-risk, high impact
solutions.
• Bread & Butter: Low-risk, low-impact solutions.
• Why?: High-risk, low-impact solutions. This could
include government regulation, massive
UX Discovery I Solution opportunities
Risk and Reward Analysis
Risk / Reward analysis is a simple process used to assist in the qualitative analysis of
the impact of solutions that could form part or all of a solution.
UX Effort
Risk / Reward workshop 2-4 h
Creating output
4-8 h
Users interviews
Stakeholders interviews
RECOMMENDE
D
UX BSA BIZ
Document model
W Risk and Reward Analysis
Hendrix

@paulinealapage
Wireframes are the crucial first deliverable from the UX
team within Define for RIAs. They explicitly establish the
functionality that is to be included in an application and the
manner in which it will be implemented.
Additionally, they provide a structural framework on which
visual design treatments can be based, and drive the
creation of finalized user stories and customer tests.
Together with these items, they enable the development
team to successfully deliver a finished product against the
identified requirements and the users’ needs.
UX Design I Design and prototyping
They are typically much
simpler and less
time-consuming to produce
than complex multi-layered
visual design assets, so
decisions on the
interpretation of functional
requirements can be made,
reviewed and revised with
much less impact on
timings and budgets.
Wireframes
UX Effort
MANDATORY
User Journeys
User Story Workshop
Customers tests
Visual design
UX Effort
Effort required depends on the scope
UX
BSA BIZ
TA PMO
DEV
QA
Collaborate
Informed
Sign-off
Hendrix

@paulinealapage
UX Design I Release UX Packaging
MANDATORY
Sprint UX Package
Each sprint requires a
number of deliverables so
developpers can complete
their tasks. It could be
wireframes, visual mock-ups
and specifications, but
sometimes it’s easier to
create an html prototype.
According to each sprint, it
is possible to combine one
of each following
deliverable:
UX Effort
Linking deliverables together
8h
UX ReviewDEV BSA PMO
Wireframes + Visual Design (PSD file) or/and CSS
(html file)
+ Content data (xls file form BSA)

@paulinealapage@paulinealapage@paulinealapage

Le Laptop
Coworking, UX training, UX design
@le_laptop
Pauline Thomas
UX design, artist
@paulinealapage
www.paulinealapage.com
www.lelaptop.com

Get the SWAG on ! #17

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