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User Experience Design: The Missing Ingredient
This document discusses how user experience design is an important but often overlooked element in business insurance projects. It argues that starting projects with user research to understand goals and contexts can help ensure systems meet real user needs. While UX design may seem like an added cost, it can actually reduce rework and improve productivity, quality, and customer satisfaction. The document outlines a path to developing internal UX capabilities within a business insurance organization over time.
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User Experience Design: The Missing Ingredient
- 1. User Experience Design in Business Insurance The Missing Ingredient
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- 24. Today… But,back at the office…
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- 27. User Experience Design
- 28. What’s holding usback? Limited Costs Talent Awareness
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- 30. Today, user experiencedesign is usually sprinkled into a project
- 31. When should userexperience design occur?
- 32. User Experience Designstarts here.
- 33. User Experience Designstarts here. And is blended throughout the entire project
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- 36. We start witha Business Idea
- 37. We start witha Business Idea to Increase Shareholder Value
- 38. Business is run by People
- 39. The Abstract User “ Whatfunctionality should the app provide?” “ What if the user needs to …?” “ Someone may want to …” “ The system needs these data elements to complete the function.”
- 40. And the valueof the Business Idea is Lost
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- 42. With User Research • User Goals
- 43. With User Research • User Goals • Task Analysis
- 44. With User Research • User Goals • Task Analysis • Contextual Inquiry
- 45. With User Research • User Goals • Task Analysis • Contextual Inquiry • Personas
- 46. With User Research • User Goals • Task Analysis • Contextual Inquiry • Personas A concrete picture of our user emerges
- 47. And it causesus to Think Differently “ What functionality should the app provide?” “ Which user goals should this app support?” What if the user needs to …?” “ What is Alice’s primary goal in this scenario?” “ Someone may want to …” “ How important is it for Alice to…?” “ The system needs these data elements to complete the function.” “ How can we make it easier for Alice to log this event? ”
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- 49. Traditionally down… r i te it w iscuss i t… D i t. es ign he nd t
- 50. For better requirements s i t… val Discus ida te it n. d ow e it rit desig en ,w n it… th
- 51. Design Progression Functional UI HTML Mockups Static Images Wireframes Paper Prototypes Sketches CONCEPTUAL REAL Clarify and uncover requirements More Ideas Better designs
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- 53. UI Development isComplex Developers must appreciate Designers must appreciate
- 54. Usability Testing la te T oo
- 55. Usability Testing Test early,test often
- 56. What can wetest?
- 57. Keep testing simple– so you do enough of it. Lessons from Steve Krug “Testing one user early in the project is better than testing 50 near the end.”
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- 59. How are wedoing? Web Analytics User Feedback • NetInsight • Get Satisfaction
- 60. Not just t he End of The Project
- 61. Beginning of the Next Release User re search with th e current version
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- 63. User Experience Design ReducesProject Costs
- 64. 10 cup 9 cup 8 cup 7 cup Added tasks and people 6 cup 5 cup 4 cup 3 cup 2 cup 1 cup
- 65. 10 cup 9 cup 8 cup 7 cup Added tasks and people 6 cup 5 cup 4 cup 3 cup 2 cup 1 cup
- 66. 10 cup 9 cup 8 cup 7 cup Added tasks and people (but not as much as you think) 6 cup 5 cup 4 cup 3 cup 2 cup 1 cup
- 67. 10 cup 9 cup 8 cup Development 7 cup 6 cup 5 cup 4 cup 3 cup 2 cup 1 cup
- 68. 10 cup 9 cup 8 cup Development 7 cup Rework 6 cup 5 cup 4 cup 3 cup 2 cup 1 cup
- 69. 10 cup 9 cup 8 cup Development 7 cup Rework 6 cup Training 5 cup 4 cup 3 cup 2 cup 1 cup
- 70. 10 cup 9 cup 8 cup Development 7 cup Rework 6 cup Training 5 cup Support 4 cup 3 cup 2 cup 1 cup
- 71. User Experience Design IncreasesProject Value
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- 74. Sales and customers Quality Productivity
- 75. Satisfaction Sales and customers Quality Productivity
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- 77. Our Options… Train Rent Hire
- 79. What Can WeDo Now? • Plan for user experience activities • Engage Enterprise Usability • Bring skilled user experience talent to our teams
- 80. What Can WeDo Now? • Plan for user experience activities • Engage Enterprise Usability • Bring skilled user experience talent to our teams But that’s short term…
- 82. Business Insurance Portfolios UX Community Enterprise Usability PI Usability Research
- 83. BI User ExperienceDesign Group 2009 2010 2011 2012 Usability practices at Travelers Offerings from consultant partners Visited with Open Solutions SharePoint site Monthly lunch-n-learn Awareness
- 84. BI User ExperienceDesign Group 2009 2010 2011 2012 • Virtual team • Project guidance • Liaison to Enterprise Usability Group • Training opportunities • UX Library No budget impact
- 85. BI User ExperienceDesign Group 2009 2010 2011 2012 • Formal group with department leader • Small team of allocated, budgeted resources • Engagement model defined • Influence enterprise UI policies • Expanded library and training • Unify and leverage user experience design across all BI portfolios
- 86. BI User ExperienceDesign Group 2009 2010 2011 2012 • Fully staffed department • UX specialist for each portfolio • UX center of excellence • Drives consistent, outstanding user experience across all portfolios
- 87. User Experience Design • More involved than you may think • But, not as costly as you may think • Delivers a better solution sooner • Business experts, not system experts • Lowers cholesterol
- 88. User Experience Design • More involved than you may think e olleg • But, not as costly as you may think ss rsity C also nive re fr om U nd st erol • Delivers a better solution sooner cholest n “A team has fou ndon to raise g-term i • Business experts, not o pears the lon L system experts ap r s ove le.” • Lowers cholesterol level e peop 05 r 200 er 20 5 so m e e tm emblt h 445944 0..sstm ov o vemabth//445944 0 23 N/ 2 h he l s,, 23.uN/2//hii//he a s New.bb o k C Ne wbbcc..cco .uk BB C///newss. ps? BBp: / new httttp: rh a h Pe
- 89. User Experience Design Notjust sprinkled in throughout the project. A way of thinking carried throughout the project that takes our work from good…
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