1、 2003 Hewlett-Packard Development Company,L.P.The information contained herein is subject to change without noticeCustomer-Centered Design at HPNancy L.Clark&Craig B.Neelypage 212/3/2022 OverviewWhy is Customer-Centered Design important?HP Customer-Centered Design Services(CCDS):Who are we?Overview:
2、Where we fit in the Product Development ProcessCase Study:Designing a complex application suiteCase Study:Merger of Compaq and HP support web sitespage 312/3/2022 Why is Customer-Centered Design Important?page 412/3/2022 HP Customer-Centered Design Services(CCDS):Who we areCenter of competency in cu
3、stomer research and designing user interfaces,with facilities around the countryStaff educated and experienced in cognitive&physiological disciplinesCentralized resource for HP design teams who do not have research,design,&testing skillsPrimary value add to HP design teams:Improve development proces
4、s by bringing HP design teams together,creating a common product visionBring target users of products together with design teams to define,design,develop customer-centered productspage 512/3/2022 Product Development Process:OverviewOur Focus:User analysis,requirementsProduct definition,design,&devel
5、opment for ease of use and usefulnessOther Elements of the Customer Experience:Ordering,deliveryDocumentationInstallationIntegration with 3rd party productsCustomer Supportpage 612/3/2022 Case Study:Designing a Complex Application SuiteStorage Network Management Challenges Very large scale,distribut
6、ed networks thousands of devices,huge amounts of dataVery complex to manageNeed continuous,reliable access to critical business dataImagine a hard drive crash!Real-time monitoring Fast troubleshootingpage 712/3/2022 Case Study:Designing a Complex Application SuiteChallenges:Vague product conceptCust
7、omers priorities?Developing a shared visionSolutions:Customer focus groupsDesigned sketchy prototypes,customers filled in blanksValue:Requirements,shared visionNot just a launch point for management applications!Network representationView of business apps,dataPlanningpage 812/3/2022 Case Study:Desig
8、ning a Complex Application SuiteChallengesWhat details do users need and expect?Requirements risks:incomplete,failure to confirmSolutions:Refined prototypes with more detailsIterative research to define next level of detailValue:Details for info&task flow(e.g.status,clicking behavior)Avoided costly
9、re-designRequirementspage 912/3/2022 Case Study:Designing a Complex Application SuiteChallenges:Complex:hundreds of detailsTradeoffs:ease of use versus development costSolutions:Iterative user interface design,prototyping,testingUI specification,evaluationCross-suite style guideValue:Continuous user
10、 focus keeps design usable and aligned with requirementsCross-team coordination to ensure unified designDesignpage 1012/3/2022 Case Study:Designing a Complex Application SuiteChallenges:Meeting users requirements?Unanticipated design issuesSolutions:User interviews:key featuresNumerous usability tes
11、tsStructured expert reviewOngoing design consultingValue:Customer-centered answers to design questionsUsability evaluation of actual productIterative Developmentpage 1112/3/2022 Case Study:Designing a Complex Application SuiteChallenges:Is the product easy to install and use?Does it meet customers r
12、eal world needs?Solutions:Interviews with HP specialists in the fieldCustomer visits,interviewsValue of Usability Data:Identify gaps between user needs and actual productFocuses next version require-ments on customer needsPost-Releasepage 1212/3/2022 The Challenges:Provide continuous,reliable,unifie
13、d web access to tech support from HP and CompaqCombine two approaches to online support delivery via the web while meeting expectations of both groups of customersCombine independent HP and Compaq Usability Groups as part of overall merger of eSupport programFocus on customer needs,not political and
14、 technical challengesCase Study:HP.com Supportpage 1312/3/2022 Case Study:HP.com SupportChallenges:Requirements handed down by merger planners2 distinct interaction modelsSolutions:Validate requirements via fast prototyping,early testingIterative design&testingCombined team,web repository for shared
15、 workValue:Retain customer loyalty by working toward a single,unified support site as an indication of HPs focus on the customerDesignpage 1412/3/2022 Case Study:HP.com SupportChallenges:Meeting requirements?Integration of new design with other sites on HP.comWill new design support the functionalit
16、y?Solutions:Relationships across HP.comOngoing design updates based on customer feedbackIterative development,testValue:Kept design aligned with both sets of customer needs and expectationsIntegration with HP.comDevelopmentpage 1512/3/2022 Case Study:HP.com SupportChallenges:Does this site meet the
17、customers real world needs?Constant or improved customer satisfaction,usage?Solutions:Large customer surveyRemote web-based usability testing,large number of usersUsability testing in labValue:Customer-focused approach to evaluating support site Validates if the content is useful,meets customer need
18、sProduct Releasepage 1612/3/2022 HP.com summaryFully integrated site released in August,2003Initial usability data show this performs as well if not better than the previous sites across user typesThe designers formerly from HP and Compaq now work together as one group Continue to update and improve
19、 the support content to our customershttp:/ 1712/3/2022 SummaryCustomer-centered focus can unify diverse stakeholders and be the basis for common process definitionCustomer-centered design activities can and should be incorporated into every phase of product design and developmentCCDS activities are
20、 tailored to the needs of each projectCCDS activities:Decrease development time and cost by“getting it right the first time”Increase customer satisfaction by meeting their needs and expectationspage 1812/3/2022 Resourceswww.hfes.org-Human Factors&Ergonomics SocietyMission:to promote the discovery an
21、d exchange of knowledge concerning the characteristics of human beings that are applicable to the design of systems and devices of all kinds.www.upassoc.org-Usability Professionals AssociationSupports those who promote and advance the development of usable products,reaching out to people who act as
22、advocates for usability and the user experience.www.acm.org/sigs/sigchi-ACM Special Interest Group in Computer-Human InteractionBrings together people working on the design,evaluation,implementation,study of interactive computing systems for human -Examples of things that are hard to use because they do not follow human factors principlesHP logo
