Post on 17-Aug-2014
description
User Experience Design in Business Insurance
TheTheMissingMissing
IngredientIngredient
Why interested now?
Not long ago…Not long ago…
Today…Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
But, back at the office…But, back at the office…
What’s Missing?
User Experience
Design
What’s holding us back?
Limited Awareness
TalentTalentCostsCosts
Limited Awareness
Today, user experience design is usually sprinkled into a project
When should user experience design occur?
User Experience Design starts here.
User Experience Design starts here.
And is blended throughout the entire project
Starting with…
Understanding the user
We start with a
Business Idea
We start with a
Business Ideato Increase Shareholder Value
Businessis run by People
The
Abstract User“ What functionality should the app provide?”
“ What if the user needs to …?”
“ Someone may want to …”
“ The system needs these data elements to complete the function.”
And the value of the
Business IdeaLostis
With
User Research
With
User Research
• User Goals
With
User Research
• User Goals• Task Analysis
With
User Research
• User Goals• Task Analysis• Contextual Inquiry
With
User Research
• User Goals• Task Analysis• Contextual Inquiry• Personas
With
User Research
• User Goals• Task Analysis• Contextual Inquiry• Personas
A concrete picture of our user emerges
“ 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? ”
And it causes us to
Think Differently
UI Design
Traditionally
Discuss it…
write it dow
n…
then de
sign it.
For better requirements
Discuss it…
then,
write
it dow
n.
design it…
validate it
Design Progression
SketchesPaper Prototypes
Wireframes
HTML MockupsFunctional UI
Static Images
More Ideas Better designsClarify and uncover requirements
CONCEPTUAL REAL
Building the UI
UI Development is ComplexUI Development is Complex
Designers must appreciate
Developers must appreciate
Usability Testing
Too lat
e
Usability Testing
Test early, test often
What can we test?
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.”
Implementation
How are we doing?
Web Analytics• NetInsight
User Feedback• Get Satisfaction
End of
The Project
Not just the
Beginning of the
Next Release
User research with the current version
Cost
User Experience Design
Reduces Project Costs
1 cup
2 cup
3 cup
4 cup
5 cup
6 cup
7 cup
8 cup
9 cup
10 cup
Added tasks and people
Added tasks and people
1 cup
2 cup
3 cup
4 cup
5 cup
6 cup
7 cup
8 cup
9 cup
10 cup
Added tasks and people(but not as much as you think)
1 cup
2 cup
3 cup
4 cup
5 cup
6 cup
7 cup
8 cup
9 cup
10 cup
Development
1 cup
2 cup
3 cup
4 cup
5 cup
6 cup
7 cup
8 cup
9 cup
10 cup
DevelopmentRework
1 cup
2 cup
3 cup
4 cup
5 cup
6 cup
7 cup
8 cup
9 cup
10 cup
DevelopmentReworkTraining
1 cup
2 cup
3 cup
4 cup
5 cup
6 cup
7 cup
8 cup
9 cup
10 cup
DevelopmentReworkTrainingSupport
1 cup
2 cup
3 cup
4 cup
5 cup
6 cup
7 cup
8 cup
9 cup
10 cup
User Experience Design
Increases Project Value
Productivity
ProductivityQuality
ProductivityQuality
Sales and customers
ProductivityQuality
SatisfactionSales and customers
Talent
Our Options…Train Rent Hire
What Can We Do Now?
• Plan for user experience activities
• Engage Enterprise Usability
• Bring skilled user experience talent to our teams
What Can We Do Now?
• Plan for user experience activities
• Engage Enterprise Usability
• Bring skilled user experience talent to our teams
But that’s short term…
EnterpriseUsability
PIUsabilityResearch
UX Community
Business Insurance Portfolios
BI User Experience Design Group
2009 2010 2011 2012
Usability practices at Travelers
Offerings from consultant partners
Visited with Open Solutions
SharePoint site
Monthly lunch-n-learn
Awareness
BI User Experience Design Group
2009 2010 2011 2012
• Virtual team• Project guidance• Liaison to Enterprise Usability Group• Training opportunities• UX Library
No budget impact
BI User Experience Design 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
BI User Experience Design 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
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
• 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
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
“A team from University College
London has found stress also
appears to raise cholesterol
levels over the long-term in
some people.”
BBC News, 23 November 2005
http://news.bbc.co.uk/2/hi/health/4459440.stm
“A team from University College
London has found stress also
appears to raise cholesterol
levels over the long-term in
some people.”
BBC News, 23 November 2005
http://news.bbc.co.uk/2/hi/health/4459440.stm
Perhaps?
Perhaps?
User Experience Design
Not just sprinkled in throughout the project.
A way of thinking carried throughout the project that takes our work from good…
To Great!