0 ©Accenture 2001 Accenture Delivery Methods August, 2002 Innovative Web Site Experience Ron Kim...

1©Accenture 2001

Accenture Delivery MethodsAugust, 2002

Innovative Web Site Experience

Ron KimDirector, Accenture Netcentric Delivery CentreSeptember 20, 2002

2©Accenture 2001

I. Introductions

II. Innovative Web Projects

III. Knowledge Capital

IV. Contact Info

Agenda

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I. Introductions



IV. Contact Info

Agenda

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I. Introductions

Accenture: Background

• World’s leading management and technology services organization.

• 75,000 employees in 47 countries

• Strategy, Consulting, Outsourcing, Alliances

• Installed first business computer application in 1954

• Continues technology innovation and leadership today

• Most of Fortune 100 are Accenture clients

www.accenture.com

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I. Introductions

Ron Kim: Background

• Associate Partner, Accenture Detroit

• Director, Accenture Web/Netcentric Delivery Centre in Southfield

• Subject Matter Expert for Accenture’s Next Generation Methods

• Specialties include Web/Netcentric technical architecture, large (100-30,000 workday) & complex (multi-site, multi-platform) project planning and delivery

• University of Michigan Alumni & Ann Arbor Resident!

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I. Introductions



IV. Contact Info

Agenda

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World Rally Championship: “Virtual Race Experience”

www.wrc.com

• Value Proposition: Give WRC fans an unequalled virtual WRC experience, comparable to if they were at the race event

• Innovative digital content management architecture: Race information lagged actual results by only seconds, information from cars transmitted real-time to fans.

• Rapid Development completed in 10 weeks

• Retention of visitors: 1.5 million hits averaged 20 minutes per visit.


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www.playstation.com

• Value Proposition: Build from scratch direct channel to sell Playstation hardware, software and ‘pull throughs’

• Complex globalization requirements: Europe alone has different requirements, attitudes, toward online purchases.

• Extreme Security Requirements: 3rd party security firms and UK Ministry of Defense were partners in testing efforts.

Sony Playstation: New Distribution Channel- Multi-Country / Multi-Currency


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My Account @ Dow: Heavy Transactional Throughput

[email protected]

• Value Proposition: Provide single point of entry for customers, provide revenue vehicle for Dow

• Industrial Strength architecture: This is Dow’s flagship site, processing over $800 Million in revenue per year

• Innovative High Availability Support team structure: “Follow the sun” support split between U.S. and Manila, Philippines


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I. Introductions



IV. Contact Info

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III. Knowledge CapitalEstablish Measurable Site Objectives /

Usability Metrics

• Enables quantifiable measuring of site’s success

Number of hits is not a consistent measure of success!

• Ensures everyone on design team has same goals

Keeps team focused on a common set of objectives, helps reduce subjective or emotional conflicts of site design

• Facilitates scope management / avoids ‘scope creep’

Forces the question: If we’re adding features to the site that aren’t helping reach the objectives, we either have to not do it or re-evaluate our objectives.

SOURCE: Accenture Business Integration Methodology / Netcentric Design Task Packages

One can increase the predictability of the site’s success if usability objectives & metrics are embraced, established and tracked.

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Perform Usability Testing

• Define Test Scenarios and Observe

Send a number of testers through user-specific test scenarios – e.g. ‘ Go to Amazon.Com and purchase the top 3 books off the best-seller list”

• Conduct interview / post-use questionnaire

“How did you feel about the site?” “What did you like?” “What parts were confusing?”

• Understand gaps between tester responses and observations/data

All data must triangulate. If not, then it’s possible people were just being ‘polite’ in their feedback!

SOURCE: Accenture Business Integration Methodology / Netcentric Design Task Packages

You and your friends are not necessarily indicative of the rest of Web users at large. Conduct usability testing to truly understand how people ‘feel’ about visiting your site.

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Designing for a Global Audience

• Technical Details

- Separate language components from application code so you can have one core set of site code.

- Multi-byte Design

• More than just translation

- Colors (e.g. Red in Asian Countries)

- Word Order (“green car” vs. “car green”)

- Cultural icons/symbols (a football quarterback may mean nothing abroad)

- Symbols (don’t give the world the ‘middle finger’)

If your audience is global, get smart on G11N, I18N, L10N. It’s not a matter of just making your site better, it’s a matter of making sure you protect your brand.

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