Presentation by Adam Gosling at APRICOT 2019 on Tuesday, 26 February 2019.

1. #apricot2019 2019 47
Improving online experience
Adam Gosling
Product Manager - Membership
APNIC

2. #apricot2019 2019 47
Agenda
The challenges and changes APNIC is tackling to -
• Deliver better Member services
– Online self-service via MyAPNIC
• Overhaul the internal business processes
– Internal efficiencies and automations in ARMS
(APNIC Resource Management System)
• Build online services and tools that -
– Benefit more staff at our Member organizations
– Benefit NIR Members & their staff
2

3. #apricot2019 2019 47
APNIC’s Product Management Journey
• Experimenting with PM framework
– Lean Startup
– Agile Development
• Made it ‘official’ in 2018
– PM - Information Services
– PM - Registry
– UX specialist
• Expanding in 2019
– PM - Membership
3

4. #apricot2019 2019 47
4
What does that mean?
• “Business Plans” @ APNIC
– Clear objectives and Member /
Community benefits
• Strong justification for new ideas
– More careful prioritization of work
• Focus on User Experience
– Customer insight and testing

5. #apricot2019 2019 47
User Experience starts with U
• This all starts with you the users
– For the most part, this list starts with APNIC Members
– That’s not as straight forward as it seems
• We are working hard to better understand how, when, why
you interact with APNIC
• To do that better we need your help
– To better understand you
– To better understand what you experience
5

6. #apricot2019 2019 47
Focus on User Experience

7. #apricot2019 2019 47
7
Personas Phase II
• Personas are imaginary users we use to tailor our services
• 2019 Persona review
– Explored in more detail
– Richer with addition of context
• Create user maps & scenarios
– informed by real feedback

8. #apricot2019 2019 47
User Touchpoints
8
• Mapping customer touchpoints
• Gather feedback / metrics
• Create cohesive Voice Of the
Customer (VOC) program
• Ensure we don’t just gather
feedback, but also act on it!

9. #apricot2019 2019 47
Web Analytics
9
• Better use of analytics
– Measure and monitor performance
• Identify ‘pain points’
– Gather insights on how users interact
with APNIC services
• Analyze Member application process
• To inform the redesign of the form

10. #apricot2019 2019 47
Customer interviews
• Conducting user interviews
– APNIC 46 & APNIC 47
• Gather qualitative data
– What problems operators face
– How do they deal with them
10

11. #apricot2019 2019 47
Product surveys
11
• Gather Quantitative data
– Quick surveys
• Better understand
– How users think
– What they prefer

12. #apricot2019 2019 47
Usability testing
• Gather insight about ease of use
– In-person at APRICOT 2019
• Remotely
– With heatmapping software
12

13. #apricot2019 2019 47
Become an APNIC Test Pilot
• Recruit a pool of testers including:-
– Member account representatives
– Staff from Member organizations
– Community members who are not
account holders
13

14. #apricot2019 2019 47
Type of activities
• Quick User Interface feedback
• Remote usability testing
• Test complex online processes
• Tryout new features and services
• Participate in user surveys
• Detailed interviews about the
challenges they face at work
14

15. #apricot2019 2019 47
Volunteer Now
15

16. 201947
#apricot2019
18 – 28 February 2019
DAEJEON
SOUTHKOREA