A new approach to the stakeholder review process: learn how to revolutionize the traditional design review process, by grounding projects in user-feedback.

1. Toss out that old stakeholder review process! Jill Christ & Elizabeth Thapliyal2010 IA Summit April 10th, 2010

2. Matt AndersonVisual Designer Elizabeth Thapliyal Interaction Designer Jill Christ Researcher

4. A Case Study GoToMeeting, GoToWebinar, GoToTraining Web site Redesign

5. Why redesign?

7. “Couldn't find a demo for GoToMeeting” “…looking to see if all members of the meeting can talk to each other and interact…” “…want to know more about what it takes to set it up, schedule events...”

9. Could not run A/B Tests to see which site performed better. High-Risk Project

10. The Team Web Marketing Team Creative Team PR Sales Field Marketing Product Marketing Editorial Engineering User Experience Global Customer Support Product Management

11. Ground Process in User Feedback Our Redesign Strategy

12. Conduct Frequent, Iterative Testing Involve everyone in the process Deliver analysis quickly Here is the three step recipe

13. 1. Conduct frequent, iterative usability tests Design > Test > Design >Test > Design…

15. Conduct Sessions Remotely or In House

17. Next, create a prototype

18. Also, recruit qualified participants

19. Schedule tests in a 2-3 day window Pilot Test Pilot Test

20. Prepare for tests every 2-3 weeks

21. Use remote usability test tools

22. Conduct Frequent, Iterative Testing Involve everyone in the process Deliver analysis quickly Three step recipe

23. 2. Involve Everyone in the Testing Process Bring the testing to your stakeholders Send meeting invites to stakeholders Make it easy for them to attend!

24. Stakeholders can see people using designs and make informed decisions. Make this the Opportunity to Review Designs

25. III. Strategy - Design ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.

26. Conduct Frequent, Iterative Testing Involve everyone in the process Deliver analysis quickly Three step recipe

27. 3. Deliver Analysis Quickly Discuss Findings with Stakeholders

28. Give a lightweight presentation of findings

29. Discuss issues together with stakeholders “Multiple people said…” “Several users said…”

30. How the Design Evolved Failing Early to Get Ahead

31. How It Works Before and After

32. ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.

33. ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved. “…I’m not understanding how to start a meeting… “I didn’t realize I could click on How It Works.” “It looks intimidating…”

34. ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.

35. ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.

36. Features Before and After

37. ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.

38. ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved. “…I’m not understanding which description goes with each image…

39. ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved. “…These numbers are confusing me.” “…I want to know what my attendees will see.” “…I’m not seeing whether I can record my meetings…”

40. ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.

42. Metrics and Results Performance

44. Keeping check on brand adjectives Beginning – 11 testers End – 7 testers Clean 5/11 (46%) Friendly 2/11 (18%) Professional 4/11 (36%) Confusing 2/11 (18%) Busy 2/11 (18%) Outdated 1/11 (9%) Clean 6/7 (86%) Friendly 3/7(43%) Professional 3/7 (43%) Confusing 1/7 (14%) Busy 0/7 (0%) Outdated 0/7 (0%)

45. Round 1: 6.7 Round 2: 7.0 Round 3: 7.3 Round 4: 7.5 Round 5: 8.5 Round 6: 8.7 Likelihood to recommend increased

46. Results Post Launch Metrics

47. Greater Engagement

48. Fringe Benefits Three Unexpected Outcomes

49. It feels more like a start up! -Team member

50. Applystrategy and findings to other projects

51. I am reaping the benefits of the GoToMeeting site redesign, and I didn’t even work on it. -UX Designer

52. Three Takeaways What We Learned

53. Iterate and Test Frequently Respond Quickly to Feedback

54. Involve the Whole Team in Testing Process This Empowers Informed Decisions

55. Deliver Analysis Quickly

56. Questions?

58. Involve Everyone in the Process