分享2012年使用者經驗高峰會WorkshopD(由趨勢科技所帶領的工作坊)的會後整理簡報。 除了趨勢科技講者所發表的內容外,在簡報開頭也整理了一些趨勢科技的發展概況,包括為何趨勢科技得以在UX Summit作分享。 簡報當中也穿插了一些自己對使用者經驗的看法與心得,若有疏漏或疑議處請不吝指教。

1. 2012 UX Summit
Workshop D = “Trend Micro”
Sasha Chen 2012.12

2. Trend
Soft
UXer
skill
Workshop D

3. Trend
Soft
UXer
skill
Workshop D

4. Trend Micro
安全防護軟體公司
防毒軟體 >> PC-cillin
1990年Trend Micro成立
2002年UI team成立

5. Trend Micro
安全防護軟體公司
防毒軟體 >> PC-cillin
1990年Trend Micro成立
2002年UI team成立

6. Trend Micro
1990年Trend Micro成立
>> 技術導向
>> NO UI team >> 客服成本
> 無專人 >> 內部教育成本
> 不⼀一致
> Nobody care about“User”

7. Trend Micro
安全防護軟體公司
防毒軟體 >> PC-cillin
1990年Trend Micro成立
2002年UI team成立

8. Trend Micro
2002年UI team成立
>> progressive elaboration 建立UI標準
>> personally tried...
OMG... there`s “BIG” trouble.

9. Trend Micro
OMG... there`s “BIG” trouble.
SO...
UI team 研究 研究
自成知識庫 產品線流程 UX流程

10. Customer experience journey
UXer
1.Know 2.Try 3.Love 4.Buy
MKT

11. Customer experience journey
“Trend Micro” UXer
1.Know 2.Try 3.Love 4.Buy

12. Trend
Soft
UXer
skill
Workshop D

13. People participate in
讓UX在公司中長得高又壯?
“Workshop D”
UX已經變成公司
很重要的策略之一
公司知道UX很重要
也願意投資在UX上 85%
UX聽起來很重要
但產品開發的出來更重要
UX是什麼? 可以吃嗎?
圖表出處：Trend Micro
77

14. People participate in
“Workshop D”
UXer領域年資
0 20 40 60 80
0-2y
3-7y
10y
GAP

15. What`s the problem?!...
圖表出處：Trend Micro

16. It`s all about... People”
“
圖表出處：Trend Micro

17. product requirements ?!
對事不對人...但...是......
事情就是”人”做出來的阿...XD
User`s...
Who?
UXer think...
team member think...
Boss think... please kill me...

18. How to “FIX” the
people`s problem?!
Leadership
Soft skill 85%
Hard skill

19. about “Leadership”...
Kim Goodwin:
"Leaders are people who influence others to
accomplish shared goals. Whether explicitly or by
tacit example, they establish and foster values,
help people envision a future direction, and
support them in getting there."
Simon Sinek:
If you hire people just beacause they can do a
job,they`ll work for your money.But if you hire
people who believe what you believe,they`ll
work for you with blood and sweat and tears.

20. about “Leadership”...
Simon Sinek:
“People Do Not Buy What You Do,
They Buy Why You Do It”…
Why?
Golden Circle How?
What?

21. Trend
Soft
UXer
skill
Workshop D

22. Heart
Eyes
Hand &
Soft skills Ears
Mouth Brain

23. Heart
Eyes
Hand &
Soft skills Ears
Mouth Brain

24. Heart
Passion
“Choose a job you love,and you`ll never
have to work a day in your life.”
“Choose a job you love, and you will

25. Heart
Passion LOVE IT!!
Ownership DO IT!!
Keep learning
Triple-Loop Learning

26. Heart
Contex Assumpion Action Results
Single-Loop Learning
Are we doing things right?
Double-Loop Learning
Are we doing the right things?
Triple-Loop Learning
Learning to
How do we decide what is right?
learn...

27. 心 之結語
Heart

28. Heart
Eyes
Hand &
Soft skills Ears
Mouth Brain

29. Eyes & Ears
Keyman
influence
1. define... personality
2. listening...
Stakeholders
3. Communication
50%

30. Heart
Eyes
Hand &
Soft skills Ears
Mouth Brain

31. Brain
Target
not just
Data research “Desgin”...
Analysis “Solution”
“The problem behind the problem.”

32. Heart
Eyes
Hand &
Soft skills Ears
Mouth Brain

33. Mouth
“Collaboration”
Me
a
Sto
r

34. Mouth
Goal
Measure
Map
Persona Stories

35. Heart
Eyes
Hand &
Soft skills Ears
Mouth Brain

36. Hand
How Does “UCD”
Process Fit Into This?
Me
tho re
ds a M
ent oftw Agile o de
ana gem
Waterfall S ls
M

37. “Product Develop Life Cycle”
圖表出處： Mr.PM需求溝通的藝術
顧客真正想要的，往往跟他表達出來的不同...

38. “Project management method”
Waterfall 文字 Agile
圖片出處：www.guerillaprojectmanagement.org

39. Hand

40. Hand
“Trend Micro” use “Agile”.
be lean Why?
speed up the phases
be flexible
requirements are gathered faster
encourage collaborative team

41. Heart
Eyes
Hand &
Soft skills Ears
Mouth Brain

42. Passion
Heart
Ownership
Keep learning
Eyes
Stakeholders
Hand
Agile listening
&
communication
Soft skills Ears
target
collaboration data research
UX
Mouth
journey
Brain
analysis
solution

43. Thank You
Sasha Chen 2012.12