UX @ NICE enterprise

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How did we integrated the user experience design process into the development cycles at NICE Systems - challenges and solutions.

Published in: Technology, Design

UX @ NICE enterprise

  1. 1. Integrating UX into an Enterprise Organization
  2. 2. Nice to meet you! Ran Liron UX Lead, NICE Enterprise
  3. 3. NICE Systems Real-time tools that turn massive amounts of data into knowledge, and knowledge into insight R&D centers located worldwide
  4. 4. NICE Enterprise Largest division of NICE, providing solutions for contact centers, branches, trading floors and back offices
  5. 5. The Challenges
  6. 6. Agile 1 Agile sprints: UX design on the run
  7. 7.  3 weeks sprints  Content keep shifting  Scrum teams of about 6-9 people  The UX expert isn’t part of the Scrum team Agile @NICE Enterprise
  8. 8. Sprint Initial approach: Continuous Detailed Design Sprint 1 Start Sprint 2 Start Week 1 Week 2 Week 3 Week 1
  9. 9. Focusing the Design on Upcoming Sprints Sprint 1 Start Sprint 2 Start Planning for Sprint 2 Detailed UX for Sprint 2 Detailed PM Requirements for Sprint 2 Sprint 2 UX Success Criteria Week 1 Week 2 Week 3 Week 1 High level PM Requirements for Sprint 2 Detailed UX for Sprint 2 High Level PM Requirements for Sprint 2 Detailed PM Requirements for Sprint 2
  10. 10. Building upon a Clear Roadmap Sprint 0 Start 3-9 Weeks Defining the vision: User definition, research, main use cases, product roadmap, and success criteria
  11. 11. Building upon a Clear Roadmap Sprint 1 Start Sprint 2 Start s 1 Planning for Sprint 2 Detailed UX for Sprint 2 Detailed PM Requirements for Sprint 2 High Level PM Requirements for Sprint 2 Sprint 2 UX Success Criteria Week 1 Week 2 Week 3 Week 1 High Level PM Requirements for Sprint 3
  12. 12. Agile 2 Communication
  13. 13. The process we used to have: Communicating UX Product Defining the requirement UX Providing the UI guidelines (Delivering on the sprint preplanning) Development Producing the code UX & QA Quality validation
  14. 14. Communication tool: Communicating UX Detailed prototype + User stories and instructions in TFS.
  15. 15. The problems:  Miss-communication of requirement  Un-clear UX DoD Communicating UX
  16. 16. Updated process: It is all about direct communication Communicating UX Product Defining the requirement UX+ Product Discussing the requirement and DoD UX+ + Dev. Product Quality validation UX+ + Dev. + QA + TW
  17. 17. Alignment (A.K.A. the “same same but different” problem) 3
  18. 18. There is more than one (correct) way to skin a cat Different application, same issues – Tables, popups, pagination, date range picker, etc. The problem: We kept reinventing the wheel We should use unified, consistent, and well thought-through methods
  19. 19. How: A collection of UX design patterns
  20. 20.  Title & a short description  When to use  When not to use  Usage guidelines  Alternative controls And also…  Visual design (Style guide, graphic assets)  Development references The design pattern structure
  21. 21. What: Design pattern structure
  22. 22. What: Design pattern structure
  23. 23. What: Design pattern structure
  24. 24. > What: Design pattern structure
  25. 25. 1st iteration: A collection of UX design patterns
  26. 26. 2nd iteration: Visually grouping the patterns
  27. 27. 2nd iteration: Visually grouping the patterns
  28. 28. Local feedback (i.e. – @Israel) from PMs & R&D Remote groups had some issues with the guidelines implementation Feedback ” it is saving development time... (ensuring) very high quality of our products” “A reference implementation of all of these widgets in action would be far more useful " Live gallery >
  29. 29. 3rd iteration: Live Gallery Online >
  30. 30. Usability Testing 4
  31. 31. Validate our solutions – Ensure that we are providing an effective, efficient and pleasant user experience. The Need
  32. 32. Test early and test often  Preferred timing: Before development  Effective timing: Anytime tip #1
  33. 33. Nothing is more convincing than one’s own observations, therefore…  UXers: Invite PMs & R&D to front-row seats at the tests  PMs & R&D: Make the time to participate! Tip #2
  34. 34. Understand Your Users 5
  35. 35. Meet the Users (A.K.A. “Contextual Inquiries”)
  36. 36. Feedback from Our Product Directors “This is extremely important observation... we can learn from it and use it as a baseline for improvement” “This is very good and important… I will share the PPT with my team”
  37. 37. UX-it Day 6
  38. 38. “All Aboard the UX Train!” A single day dedicated to working together with R&D on UX improvements, gaps & bugs UX-it Day
  39. 39. Setting Goals
  40. 40. Picking Tasks (Literally)
  41. 41. Working Together!
  42. 42. Improved UI implementation Focus on user experience and winning together Fun! UX-it Day: Added Value
  43. 43. Bottom Line
  44. 44.  Utilize Sprint 0 to define the vision  Involved everyone in direct F2F communication  Build UX pattern & guidelines repository  Usability testing & user observations - Early and whenever possible And the bottommost bottom line… Methods for Effective UX
  45. 45. Generating a great user experience in large organizations requires that everyone – Product, R&D and QA – take an active part in the UX design. Bottommost Bottom Line
  46. 46. Comments / questions ? Ran.Liron@NICE.com

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