NTT DATA   Interactive Services    Copyright © 2012 NTT DATA, Inc. - Confidential
Interactive Services                         Empowering organizations and customersCopyright © 2012 NTT DATA, Inc. - Confi...
Interactive Services  Innovate                                        Discover                                            ...
Center of Excellence:                         Experience DesignCopyright © 2012 NTT DATA, Inc. - Confidential   4
Experience Alignment   Innovate                                       Discover                                            ...
XD COE: Customer Centricity Across the Enterprise Ensuring Products & Services Meet Customer Needs / Reflect Behaviors, Pr...
Experience Design: Core CompetenciesResearch & Planning                                   Design & Implementation         ...
Experience Design On-Site Assessments1. Discovery: Insight gathering phase typically involving key stakeholders    from th...
Mobile Interface DesignMaking mobile applications and web sites work well requires good user interface design that takes i...
Case StudiesCopyright © 2012 NTT DATA, Inc. - Confidential   10
Case Study: Interactive Services Clear ISP                                                 •Clear (formerly know as Clearw...
CX Case Study: Understanding Customer Service Rep /         Client Interactions– A large pharmaceutical client sought insi...
Case  Studies             | Dr. OzDr. Mehmet Oz is one of the leadingsurgeons in the world and now one of thebiggest telev...
Case Study: Digital Strategy & Recommendations       Mitsubishi Electric & AutomationUser Insights Gathered: What features...
Case Study: Directors Guild of AmericaDGA.org RedesignThe DGA sought a partnership with a                    Key Requireme...
DGA.org: Before / After                                                       • In 2011, DGA.org was recognized           ...
Copyright © 2012 NTT DATA, Inc.   This document contains confidential Company information. Do not disclose it to third par...
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Nttd interactive 20120601

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  • Content/Flow: The right information vs how the right info fits into the overall usability/interfaceContext: iPad vs iPhone vs Android vs PC vs…Culture: Design guidelinesEmotion: Emotional state when using for safety, vs using for leisureAccessibility: naturally accessible info / required accessible info
  • Outcome – SFA Interface RedesignOver 80% adoption rate with no training requiredReduced the required clicks to view customer data when preparing for sales calls from a min. of 31 to an avg. of 3 A much higher than expected rate of installations by users who received the new communicationsHigh level of sales-rep satisfactionOutcome – SFA Ordering SystemUtilization increased 15%Express lane saved over 4 minutes per transactionImproved taxonomy saved nearly six minutes per user sessionSaved $2,800,000 + of productivity per year
  • Nttd interactive 20120601

    1. 1. NTT DATA Interactive Services Copyright © 2012 NTT DATA, Inc. - Confidential
    2. 2. Interactive Services Empowering organizations and customersCopyright © 2012 NTT DATA, Inc. - Confidential 2
    3. 3. Interactive Services Innovate Discover Design Develop Sustain & Align & Inform Interactive Site Development, Application Development, Mobile Mobile Development, Mobile Interface design and Personalizationdevelopment, designing for mobile Brandingweb, outsourced mobile app design & Technology and development Design Strategy Content Management Systems, Ecommerce, Advertising, Community & Brand Treatment, Style Systems Search Social Media Guides, Interface Design, Integration Motion Graphics Design, Content Creation User-Centered Design Insight Gathering Personae, Usage Scenarios, Content Strategy, Site Search, Search Engine Taxonomy & Metadata Strategy, Optimization Information Architecture, Interaction Design Copyright © 2012 NTT DATA, Inc. - Confidential 3
    4. 4. Center of Excellence: Experience DesignCopyright © 2012 NTT DATA, Inc. - Confidential 4
    5. 5. Experience Alignment Innovate Discover Design Develop Sustain & Align & Inform Experience Alignment•Strategic Experience Alignment (SEA): NTT Data’s trademarked process ofaligning all people and systems to support the experiences your employees andcustomers must have in order for your organization to meet its strategic businessobjectives. Copyright © 2012 NTT DATA, Inc. - Confidential 5
    6. 6. XD COE: Customer Centricity Across the Enterprise Ensuring Products & Services Meet Customer Needs / Reflect Behaviors, Preferences, & Context. Leverages: Customer Segmentation Inform tech & capital investments, innovation, product development, VOC programs, interaction strategies, channels, and tactics. Customer Journey Understand, map, track a customer’s journey from primary interaction with your organization throughout the life cycle of the account. Field / Sales Rep Journey Identify gaps/areas to improve interactions, opportunities to drive revenue, increase customer retention, and capture market share. Survey Analysis & Interpretation Identifies underlying themes influencing custome survey/report scores and responsesContextual Inquiry & User Testing Assess not only usability, but viabilityof a product/service in typical context of use (ex:iPads for field techs)CX & UX Standards Development Ensures unified brand & experienceinternally and externally, among employees, customers and partners. Copyright © 2012 NTT DATA, Inc. - Confidential 6
    7. 7. Experience Design: Core CompetenciesResearch & Planning Design & Implementation Testing & Evaluation• XD Strategic Consulting • Info/Interaction Architecture • Satisfaction Surveys &• Audience & Contextual • Website & Application Design Analysis Research • Rich Internet & Mobile Design • Use Case Analysis (Utility)• Cross Channel Touch Point • Cross Channel Integration • Usability Assessments Analysis • Employee and/or System • KPI Analytics• Business Success Metrics Integration Analysis• Heuristic Assessments Copyright © 2012 NTT DATA, Inc. - Confidential 7
    8. 8. Experience Design On-Site Assessments1. Discovery: Insight gathering phase typically involving key stakeholders from the business, IT, operations to define and assess existing customer experience strategy, approach, touch points and tactics.2. Analysis: takes place post-discovery, or as part of an existing project to understand and assess one or several key areas impacting customer experience (i.e., social media, online customer service, mobile app usability).3. A Day in the Life: Follows, studies, and tracks a customer and/or a service representative to understand their typical day – often with a goal of aligning daily behaviors and interaction points with service/product offerings, or processes. Copyright © 2012 NTT DATA, Inc. - Confidential 8
    9. 9. Mobile Interface DesignMaking mobile applications and web sites work well requires good user interface design that takes intoaccount the device being used, what the application needs to achieve, and the mobile user.No longer can mobile apps just be an export of the original desktop app because using them on a mobiledevice is frustrating and time consuming, ultimately leading to the user abandoning the app altogether. Wireframes (Low Fidelity) Page Comps (High Fidelity) Screen sketches, wireframes or conceptual design mock-ups Replicate the finished application as closely as that depict the layout and behavior of the actual possible, featuring full-fidelity visual design, a wide range of product, featuring limited or no interactivity. user interactions, and simulated content. Copyright © 2012 NTT DATA, Inc. - Confidential 9
    10. 10. Case StudiesCopyright © 2012 NTT DATA, Inc. - Confidential 10
    11. 11. Case Study: Interactive Services Clear ISP •Clear (formerly know as Clearwire) is one of the nation’s largest ISPs. Its customer base is 12 million and growing, but in order to compete head-to-head with Verizon’s FiOs’, the leaders of Clearwire formed their own content play for the web, mobile and IPTV: Clearmedia. •Our job was to architect and design the portal and mobile interfaces for a mid-July 2008 launch. Recently Clear announced their plans to build out a WIMAX network with the help form partners like Sprint, Google, Time Warner and Comcast. As Clear rolled out WIMAX, they ¤ Brand & Content Strategy engaged our Interactive Team to concept and what the ¤ Information Architecture mobile UI experience could be like for ¤ Interface Design Clear customers. ¤ Web Development ¤ Content Strategy ¤ Interaction Design ¤ Cross-Platform Interface DesignCopyright © 2012 NTT DATA, Inc. - Confidential
    12. 12. CX Case Study: Understanding Customer Service Rep / Client Interactions– A large pharmaceutical client sought insights to inform decisions around enhancements and new technologies to maximize the efficiency of the service force.– We conducted interactive research, and created design concepts to represent the ideal solution. Copyright © 2012 NTT DATA, Inc. - Confidential 12
    13. 13. Case Studies | Dr. OzDr. Mehmet Oz is one of the leadingsurgeons in the world and now one of thebiggest television stars. For the past 5years, Oz has appeared as a special gueston the Oprah Winfrey Show and due tohis enormous success has launched hisown show. Harpo Productions and theirpartner Sony Pictures Television calledupon The Revere Group to define theoverall Oz digital strategy, plan, designand build DoctorOz.com. Copyright © 2012 NTT DATA, Inc. - Confidential 13
    14. 14. Case Study: Digital Strategy & Recommendations Mitsubishi Electric & AutomationUser Insights Gathered: What features matter the most?• Being able to easily find the information and documents they need.• Having a simple, efficient, and easy to use commerce experience that they can trust.• Outstanding customer support content that they can find and use.• Up-to-date information about the status of their orders and repairs.• Access to customer support personnel, when they believe they really need help. Copyright © 2012 NTT DATA, Inc. - Confidential 14
    15. 15. Case Study: Directors Guild of AmericaDGA.org RedesignThe DGA sought a partnership with a Key Requirementsfirm that could quickly identify and • Integration with back-end financialbuild a solution for content databasemanagement (CMS), search and video • Video streaming and hostinghosting for their new site that would • Video searchenable users to: Solution• Access all DGA-related content in • SiteCore: CMS one place, from anywhere • BrightCove: Video Platform• report on and access detailed • Coveo: Search earnings & residuals information (members)• Locate resources & talent (employers)• Learn about the careers and lives of directors & film industry professionals Copyright © 2012 NTT DATA, Inc. - Confidential 15
    16. 16. DGA.org: Before / After • In 2011, DGA.org was recognized for its innovative features and adept execution by winning Sitecore’s North American Site of the Year (SOTY) award for Best Association /Member-based site.The DGA introduced a solutionthat provides more features formembers that were not onlyinnovative but purposeful. Copyright © 2012 NTT DATA, Inc. - Confidential 16
    17. 17. Copyright © 2012 NTT DATA, Inc. This document contains confidential Company information. Do not disclose it to third parties without permission from the Company.

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