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HUMAN EXPERIENCE FRAMEWORK
WHO, WHAT, WHY, HOW, PREREQUISITE DETAILS
AUTHOR: SHARON DON
20.11.2012
CommunNovate.net 2013
WHY HAVE A HEX FRAMEWORK?
2
• Put the human experience on the agenda of Brand strategy
• The purpose is to drive Brands to...
ANNUAL OPERATIONAL PLANNING / AD HOC CONSULTS
3
What Why Pre -requisite How
(e.g.)
Who HEX
Applicability
HEX Impact
Assess...
PRE PROGRAM
4
What Why Pre -
requisite
How
(e.g.)
Who HEX
Applicability
Vision Tree/
Scope
Statement
(Template in
Appendix...
PRE PROGRAM CONTINUED
5
What Why Pre -requisite How
(e.g.)
Who HEX
Applicability
User Stories
(Template in
Appendix )
Unde...
PRE PROGRAM CONTINUED
6
What Why When How
(e.g.)
Who HEX
Applicability
HEX
Recommendation
(Template TBD)
What are the
impl...
PROGRAM
7
What Why Pre -requisite How
(e.g.)
Who HEX
Applicability
Requirements
/ Use Cases
Analyse, verify and
provide lo...
PROGRAM CONTINUED…
8
What Why Pre -requisite How
(e.g.)
Who HEX
Applicability
Business
Acceptance
Criteria for BRT
(Templa...
POST PROGRAM
9
What Why Pre -requisite How
(e.g.)
Who HEX
Applicability
Hex Review Did we achieve
positive human
experienc...
LEARN MORE ABOUT HUMAN CENTRED DESIGN-THINKING
A Human centred Design approach maximizes customer value.
• Strategy Defini...
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Human experience framework details who what how why

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Detailed Human experience framework including: Who, what how, why, and prerequisites for all stages of initiatives: Annual operating planning, scoping consult, preprogram, during program and post program

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Human experience framework details who what how why

  1. 1. HUMAN EXPERIENCE FRAMEWORK WHO, WHAT, WHY, HOW, PREREQUISITE DETAILS AUTHOR: SHARON DON 20.11.2012 CommunNovate.net 2013
  2. 2. WHY HAVE A HEX FRAMEWORK? 2 • Put the human experience on the agenda of Brand strategy • The purpose is to drive Brands to continually think and improve the quality of experience a person has when interacting with the Brand. • Make Brands aware of the importance of providing meaningful, pleasurable, convenient interactions. • Start every program with the “human experience”. • HEX is implemented by the program team and all stakeholders. • HEX includes a variety of tools to be used pre, during and post program. • Each program will customise, find their appropriate level and tailor their own HEX activities to focus on delivering what is most valuable. CommunNovate.net 2013
  3. 3. ANNUAL OPERATIONAL PLANNING / AD HOC CONSULTS 3 What Why Pre -requisite How (e.g.) Who HEX Applicability HEX Impact Assessment Calculate HEX impact on programs. (Low/ Medium/ High/ Critical) Confirm resources required. Confirm resource skill sets required Confirm artefacts and estimated durations to be delivered. • AOP Consults • Ad Hoc Consults • Hex heat map • BA Resource guidelines (Template TBD) • BA/UX Manager • BA/UX CoE Mandatory Mandatory Mandatory Mandatory High HEX Critical HEX Low HEX Medium HEX CommunNovate.net 2013
  4. 4. PRE PROGRAM 4 What Why Pre - requisite How (e.g.) Who HEX Applicability Vision Tree/ Scope Statement (Template in Appendix) Understand objectives and boundaries. • Pre program • Benchmarking • Brainstorming • Focus Groups • Root Cause Analysis • Problem/ Service definition • Market segments • Demographic research / insights • Brand research • Business Owner – Accountable • Business Analyst/UX – Responsible • Customer Experience - Contribute • Programs Stakeholders - Contribute Persona (Template in Appendix) Understand impacted people, their background, needs, wishes, capabilities, skills, limits and constraints • Pre program • Based on customer segmentation • User Profiles • Field studies • Contextual inquiries • Customer insights • Business Owner – Accountable • Business Analyst/UX – Responsible • Programs Stakeholders – Contribute • Customer Experience - Contribute Mandatory Mandatory Mandatory Mandatory Mandatory Mandatory Optional Optional High HEX Critical HEX Low HEX Medium HEX High HEX Critical HEX Low HEX Medium HEX CommunNovate.net 2013
  5. 5. PRE PROGRAM CONTINUED 5 What Why Pre -requisite How (e.g.) Who HEX Applicability User Stories (Template in Appendix ) Understand person’s environment, physical and sociological needs when performing the task • Pre program • Defined vision statement • Defined personas • Interviews • Observation • User feedback • Field Studies • Customer Insights • Business Owner – Accountable • Business Analyst/UX – Responsible • Programs Stakeholders – Contribute • Customer Experience – Contribute Mandatory Mandatory Optional Optional High HEX Critical HEX Low HEX Medium HEX CommunNovate.net 2013
  6. 6. PRE PROGRAM CONTINUED 6 What Why When How (e.g.) Who HEX Applicability HEX Recommendation (Template TBD) What are the implications of NOT implementing HEX in the program? What are the options for implementing HEX ? In house? Outsource? Vendor? Provide HEX brief to vendor if outsourcing (if applicable) • Pre program • Defined vision statement • Defined personas • Defined Scenario’s • Vendor Assessment • Decision Analysis • Feasibility Study • Stakeholder concerns • Requirements estimation / prioritisation • Business Owner – Accountable and Responsible • BA/UX - Contribute Mandatory Mandatory Optional Optional High HEX Critical HEX Low HEX Medium HEX CommunNovate.net 2013
  7. 7. PROGRAM 7 What Why Pre -requisite How (e.g.) Who HEX Applicability Requirements / Use Cases Analyse, verify and provide lower level details for vision, scope, user stories. (requirements to include where applicable: User journey navigation, brand alignment/ compliance, user guide requirements) • User stories defined • Stakeholder lists, roles and responsibilities defined. • Based on user stories • Requirements workshops • Focus groups • Survey / questionnaires • Prioritisation • Business Analyst/UX • Core Team • Program Stakeholders HEX PULSE CHECK (User Centred Design Testing) (Template TBD) Checkpoint - Can goals be achieved with effectiveness, efficiency, and satisfaction in a specified context of use? • As often as required. • Post it notes / Pen and paper • Walkthroughs • Demonstrations • Conceptual modelling • Think Aloud testing • Session recording • A B Testing • Card Sorting • Surveys • Business Analyst/UX • Core Team • Program Stakeholders • REAL USERS Mandatory Mandatory Mandatory Mandatory Mandatory Mandatory Optional Optional High HEX Critical HEX Low HEX Medium HEX High HEX Critical HEX Low HEX Medium HEX CommunNovate.net 2013
  8. 8. PROGRAM CONTINUED… 8 What Why Pre -requisite How (e.g.) Who HEX Applicability Business Acceptance Criteria for BRT (Template TBD) Add HEX criteria for BRT • Vision Tree • Use cases • Add business acceptance test objectives based on vision tree • Business Analyst/UX • Core Team • Program Stakeholders Mandatory Mandatory Mandatory Mandatory High HEX Critical HEX Low HEX Medium HEX CommunNovate.net 2013
  9. 9. POST PROGRAM 9 What Why Pre -requisite How (e.g.) Who HEX Applicability Hex Review Did we achieve positive human experience ? • Post Launch • Interviews • Observation • User feedback • Field Studies • REAL PEOPLE • Program stakeholders • BA/UX CoE • Customer Experience Mandatory Mandatory Mandatory Mandatory High HEX Critical HEX Low HEX Medium HEX CommunNovate.net 2013
  10. 10. LEARN MORE ABOUT HUMAN CENTRED DESIGN-THINKING A Human centred Design approach maximizes customer value. • Strategy Definition • Customer Insights , Customer/User Experience strategy • Target Customer/User & Channels • Value Propositions, Prioritization & Planning • Collaboration & Agility: Visioning for Value, Personnas, User Stories/Use cases, Information Architecture, Prototyping, Testing, Iteration, Production • Business Process Design & Organisational Structure • Feedback & Analysis • Contact Sharon Don @ CommunNovate.net to learn more about Human centred, Design Thinking approaches to Innovation and Transformation CommunNovate.net 2013

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