Cyryl Kwaśniewski, Roche Creating an app for the lab, manufacturing and office workers. No iPhones, shared computers and gloved hands. What could be the constraints? What could be the options? Come and learn. More: wudnapradze.org

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?

45. Design decisions
Badges!

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

53. What about #engagement?

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