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[Case study] User Center Design in Practice - World Usability Day 2014
- 1. User Centered Design in practice Adding a human touch to corporate software Cyryl Kwaśniewski, Roche Polska
- 3. So, what does Roche do? Designs, manufactures and sells drugs and diagnostic devices
- 4. Top 20 R&D Spenders 2008-2014 http://www.strategyand.pwc.com/global/home/what-we-think/global-innovation-1000/top-20-rd-spenders-2014
- 5. So, what does Roche do? 15 countries 85.000 Employees 21 million patients in 2013
- 6. Why is this so important? We treat the most serious diseases.
- 7. Why is this so important? All eyes on us.
- 8. Why is this so important? Cleaning a device requires a procedure.
- 10. Why is this so important? In drugs industry there is a lot of procedures.
- 11. Why is this so important? Everything has to be documented.
- 13. Info about the training Info about the participants
- 14. When you have 2100 trainings per month a lot of documents is created.
- 15. What happens with a document once it’s created?
- 16. We have a process for this.
- 17. So what’s the problem challenge? ?
- 18. “We think the process is wrong and could be improved.”
- 19. “We think the process is wrong and could be improved.” assumptions lots of assumptions
- 20. Let’s verify these assumptions.
- 21. What is User Centered Design? The design is based upon an explicit understanding of users, tasks and environments. Users are involved throughout design and development. The design is driven and refined by user-centered evaluation. The process is iterative. The design team includes multidisciplinary skills and perspectives. The design addresses the whole user experience.
- 22. What is User Centered Design? The design is based upon an explicit understanding of users, tasks and environments. → DO RESEARCH Users are involved throughout design and development. → TALK TO USERS The design is driven and refined by user-centered evaluation. → TEST DESIGNS The process is iterative. → TRY AGAIN OFTEN The design team includes multidisciplinary skills and perspectives. → ALL HANDS ON BOARD The design addresses the whole user experience. → IT'S NOT JUST AN APP
- 23. Benoit SAP developer Carly Process SME Cyryl UX guy Sundeep Project Manager
- 24. IT’S OUR RESEARCH Interviews and shadowing “watch & learn”: 2 locations 4 sites visited 15 people interviewed 20 real trainings sessions attended
- 25. What did we learn? The existing process is inefficient.
- 26. What did we learn? The existing process is inefficient.
- 27. The existing process Roster ParticipantTrainer
- 28. The existing process Roster ParticipantTrainer Assistant
- 29. The existing process ParticipantTrainer Assistant Roster Learning Expert
- 30. The existing process ParticipantTrainer Learning Expert Assistant Roster SSC
- 31. The existing process ParticipantTrainer Learning Expert SSC Assistant Roster This takes hours or even days
- 32. The existing process ParticipantTrainer Learning Expert SSC Assistant Roster Some math: 2100 rosters per month x 3 people involved x 10 minutes per roster = 1050 manhours per month That’s 6 full-time employees doing just paperwork
- 33. What else did we learn? Everywhere is a classroom.
- 34. What else did we learn? Everywhere is a classroom. There no devices available.
- 35. What else did we learn? Everywhere is a classroom. There no devices available. Available computers are old.
- 36. What else did we learn? Everywhere is a classroom. There no devices available. Available computers are old. Employees don’t like corporate solutions.
- 37. What else did we learn? Everywhere is a classroom. There no devices available. Available computers are old. Employees don’t like corporate solutions. Current solution is rather low-tech.
- 38. <photos from research> This is how rosters are stored at the moment. Does not search well.
- 39. What else did we learn? Everywhere is a classroom. There no devices available. Available computers are old. Employees don’t like corporate solutions. Current solution is rather low-tech. Errors are hard to fix.
- 40. What else did we learn? Everywhere is a classroom. There no devices available. Available computers are old. Employees don’t like corporate solutions. Current solution is rather low-tech. Errors are hard to fix. Trainers worry.
- 41. Task model Trainer: Prepare → Fill in rosters → Collect signatures → Submit the roster Participant: Join training → Sign a roster → Receive qualification
- 42. Principles Empowerment Simplicity Clarity
- 43. So what are our constraints? Seamless experience Extremely lightweight Device-agnostic Usable for every employee Consistent with other corporate solutions Requires no training People must love it ← #engagement
- 44. Possible solutions RFID? QR code? Phone ID?
- 46. Possible solutions Everyone has a badge.
- 47. Possible solutions Badge. + Web application
- 48. How did design & development go?
- 49. Iteration #1
- 50. Iteration #2
- 51. Iteration #3
- 58. * Bonus slide * The whole diagram: http://www.jjg.net/elements/pdf/elements.pdf
- 59. Thank you. Cyryl Kwaśniewski t: @cyrylski @: cyrylski@gmail.com @: cyryl.kwasniewski@roche.com