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User Experience Design
                in Business Insurance



              The
            Missing
           Ingredient
Why interested now?
Not long ago…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…



  But, back at the office…
What’s Missing?
User
Experience
   Design
What’s holding us back?
  Limited     Costs       Talent
 Awareness
Limited
Awareness
Today, user experience design is usually
sprinkled into a project
When should user experience design occur?
User Experience Design starts here.
User Experience Design starts here.



               And is blended throughout the entire project
Starting with…
Understanding the user
We start with a

Business Idea
We start with a

Business Idea
to Increase Shareholder Value
Business
is run by
          People
The

Abstract User
“ What functionality should the app
  provide?”


“ What if the user needs to …?”


“ Someone may want ...
And the value of the

Business Idea
is
   Lost
With

User Research
With

User Research
       • User Goals
With

User Research
       • User Goals
       • Task Analysis
With

User Research
       • User Goals
       • Task Analysis
       • Contextual Inquiry
With

User Research
       • User Goals
       • Task Analysis
       • Contextual Inquiry
       • Personas
With

User Research
       • User Goals
       • Task Analysis
       • Contextual Inquiry
       • Personas




A concret...
And it causes us to
Think Differently
“ What functionality should the app
  provide?”
“ Which user goals should this app
 ...
UI Design
Traditionally
                               down…
                   r i te   it
                 w
 iscuss i t…
D


    ...
For better requirements

      s i t…                   val
Discus                            ida
                        ...
Design Progression
                                                                  Functional UI
                       ...
Building the UI
UI Development is Complex
            Developers must appreciate




Designers must appreciate
Usability Testing



             la te
      T oo
Usability Testing




Test early, test often
What can we test?
Keep testing simple – so you do
enough of it. Lessons from Steve Krug

“Testing one user early in the
 project is better t...
Implementation
How are we doing?




  Web Analytics   User Feedback
  • NetInsight    • Get Satisfaction
Not just
         t   he
                End of
The Project
Beginning of the
                                 Next Release


User re
          search
                 with th
       ...
Cost
User Experience Design

Reduces Project
         Costs
10 cup



                          9 cup



                          8 cup



                          7 cup
Added task...
10 cup



                          9 cup



                          8 cup



                          7 cup
Added task...
10 cup



                                   9 cup



                                   8 cup



                        ...
10 cup



               9 cup



               8 cup



Development    7 cup



               6 cup



               5...
10 cup



               9 cup



               8 cup



Development    7 cup



    Rework     6 cup



               5...
10 cup



                9 cup



                8 cup



Development     7 cup



    Rework      6 cup



    Training...
10 cup



                9 cup



                8 cup



Development     7 cup



    Rework      6 cup



    Training...
User Experience Design

Increases Project
           Value
Productivity
Quality
Productivity
Sales and customers
            Quality
        Productivity
Satisfaction
Sales and customers
            Quality
        Productivity
Talent
Our Options…
   Train       Rent   Hire
What Can We Do Now?
• Plan for user experience activities
• Engage Enterprise Usability
• Bring skilled user experience
  ...
What Can We Do Now?
• Plan for user experience activities
• Engage Enterprise Usability
• Bring skilled user experience
  ...
Business Insurance
                                 Portfolios

             UX Community


Enterprise
 Usability




   P...
BI User Experience Design Group



   2009                   2010          2011   2012

  Usability practices at Traveler...
BI User Experience Design Group



  2009     2010                     2011           2012

         • Virtual team
      ...
BI User Experience Design Group



  2009   2010      2011                              2012

                • Formal gro...
BI User Experience Design Group



  2009   2010    2011                  2012

                        • Fully staffed de...
User Experience Design
•   More involved than you may think
•   But, not as costly as you may think
•   Delivers a better ...
User Experience Design
•   More involved than you may think                       e
                                      ...
User Experience Design

Not just sprinkled in throughout the project.




                          A way of thinking carr...
To Great!
User Experience Design: The Missing Ingredient
User Experience Design: The Missing Ingredient
User Experience Design: The Missing Ingredient
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User Experience Design: The Missing Ingredient

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A presentation I put together to build awareness on User Experience Design and to advocate forming a UX Design Group. The premise is that while we do good work, we are still missing an essential ingredient that keeps us from being great: UX Design. Many points on cost justifying UXD

Published in: Design, Technology, Business
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Transcript of "User Experience Design: The Missing Ingredient"

  1. 1. User Experience Design in Business Insurance The Missing Ingredient
  2. 2. Why interested now?
  3. 3. Not long ago…
  4. 4. Today…
  5. 5. Today…
  6. 6. Today…
  7. 7. Today…
  8. 8. Today…
  9. 9. Today…
  10. 10. Today…
  11. 11. Today…
  12. 12. Today…
  13. 13. Today…
  14. 14. Today…
  15. 15. Today…
  16. 16. Today…
  17. 17. Today…
  18. 18. Today…
  19. 19. Today…
  20. 20. Today…
  21. 21. Today…
  22. 22. Today…
  23. 23. Today…
  24. 24. Today… But, back at the office…
  25. 25. What’s Missing?
  26. 26. User Experience Design
  27. 27. What’s holding us back? Limited Costs Talent Awareness
  28. 28. Limited Awareness
  29. 29. Today, user experience design is usually sprinkled into a project
  30. 30. When should user experience design occur?
  31. 31. User Experience Design starts here.
  32. 32. User Experience Design starts here. And is blended throughout the entire project
  33. 33. Starting with…
  34. 34. Understanding the user
  35. 35. We start with a Business Idea
  36. 36. We start with a Business Idea to Increase Shareholder Value
  37. 37. Business is run by People
  38. 38. The Abstract User “ What functionality should the app provide?” “ What if the user needs to …?” “ Someone may want to …” “ The system needs these data elements to complete the function.”
  39. 39. And the value of the Business Idea is Lost
  40. 40. With User Research
  41. 41. With User Research • User Goals
  42. 42. With User Research • User Goals • Task Analysis
  43. 43. With User Research • User Goals • Task Analysis • Contextual Inquiry
  44. 44. With User Research • User Goals • Task Analysis • Contextual Inquiry • Personas
  45. 45. With User Research • User Goals • Task Analysis • Contextual Inquiry • Personas A concrete picture of our user emerges
  46. 46. And it causes us to Think Differently “ What functionality should the app provide?” “ Which user goals should this app support?” What if the user needs to …?” “ What is Alice’s primary goal in this scenario?” “ Someone may want to …” “ How important is it for Alice to…?” “ The system needs these data elements to complete the function.” “ How can we make it easier for Alice to log this event? ”
  47. 47. UI Design
  48. 48. Traditionally down… r i te it w iscuss i t… D i t. es ign he nd t
  49. 49. For better requirements s i t… val Discus ida te it n. d ow e it rit desig en ,w n it… th
  50. 50. Design Progression Functional UI HTML Mockups Static Images Wireframes Paper Prototypes Sketches CONCEPTUAL REAL Clarify and uncover requirements More Ideas  Better designs
  51. 51. Building the UI
  52. 52. UI Development is Complex Developers must appreciate Designers must appreciate
  53. 53. Usability Testing la te T oo
  54. 54. Usability Testing Test early, test often
  55. 55. What can we test?
  56. 56. Keep testing simple – so you do enough of it. Lessons from Steve Krug “Testing one user early in the project is better than testing 50 near the end.”
  57. 57. Implementation
  58. 58. How are we doing? Web Analytics User Feedback • NetInsight • Get Satisfaction
  59. 59. Not just t he End of The Project
  60. 60. Beginning of the Next Release User re search with th e current version
  61. 61. Cost
  62. 62. User Experience Design Reduces Project Costs
  63. 63. 10 cup 9 cup 8 cup 7 cup Added tasks and people 6 cup 5 cup 4 cup 3 cup 2 cup 1 cup
  64. 64. 10 cup 9 cup 8 cup 7 cup Added tasks and people 6 cup 5 cup 4 cup 3 cup 2 cup 1 cup
  65. 65. 10 cup 9 cup 8 cup 7 cup Added tasks and people (but not as much as you think) 6 cup 5 cup 4 cup 3 cup 2 cup 1 cup
  66. 66. 10 cup 9 cup 8 cup Development 7 cup 6 cup 5 cup 4 cup 3 cup 2 cup 1 cup
  67. 67. 10 cup 9 cup 8 cup Development 7 cup Rework 6 cup 5 cup 4 cup 3 cup 2 cup 1 cup
  68. 68. 10 cup 9 cup 8 cup Development 7 cup Rework 6 cup Training 5 cup 4 cup 3 cup 2 cup 1 cup
  69. 69. 10 cup 9 cup 8 cup Development 7 cup Rework 6 cup Training 5 cup Support 4 cup 3 cup 2 cup 1 cup
  70. 70. User Experience Design Increases Project Value
  71. 71. Productivity
  72. 72. Quality Productivity
  73. 73. Sales and customers Quality Productivity
  74. 74. Satisfaction Sales and customers Quality Productivity
  75. 75. Talent
  76. 76. Our Options… Train Rent Hire
  77. 77. What Can We Do Now? • Plan for user experience activities • Engage Enterprise Usability • Bring skilled user experience talent to our teams
  78. 78. What Can We Do Now? • Plan for user experience activities • Engage Enterprise Usability • Bring skilled user experience talent to our teams But that’s short term…
  79. 79. Business Insurance Portfolios UX Community Enterprise Usability PI Usability Research
  80. 80. BI User Experience Design Group 2009 2010 2011 2012  Usability practices at Travelers  Offerings from consultant partners  Visited with Open Solutions  SharePoint site  Monthly lunch-n-learn  Awareness
  81. 81. BI User Experience Design Group 2009 2010 2011 2012 • Virtual team • Project guidance • Liaison to Enterprise Usability Group • Training opportunities • UX Library No budget impact
  82. 82. BI User Experience Design Group 2009 2010 2011 2012 • Formal group with department leader • Small team of allocated, budgeted resources • Engagement model defined • Influence enterprise UI policies • Expanded library and training • Unify and leverage user experience design across all BI portfolios
  83. 83. BI User Experience Design Group 2009 2010 2011 2012 • Fully staffed department • UX specialist for each portfolio • UX center of excellence • Drives consistent, outstanding user experience across all portfolios
  84. 84. User Experience Design • More involved than you may think • But, not as costly as you may think • Delivers a better solution sooner • Business experts, not system experts • Lowers cholesterol
  85. 85. User Experience Design • More involved than you may think e olleg • But, not as costly as you may think ss rsity C also nive re fr om U nd st erol • Delivers a better solution sooner cholest n “A team has fou ndon to raise g-term i • Business experts, not o pears the lon L system experts ap r s ove le.” • Lowers cholesterol level e peop 05 r 200 er 20 5 so m e e tm emblt h 445944 0..sstm ov o vemabth//445944 0 23 N/ 2 h he l s,, 23.uN/2//hii//he a s New.bb o k C Ne wbbcc..cco .uk BB C///newss. ps? BBp: / new httttp: rh a h Pe
  86. 86. User Experience Design Not just sprinkled in throughout the project. A way of thinking carried throughout the project that takes our work from good…
  87. 87. To Great!
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