User Experience Design: The Missing Ingredient

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User Experience Design in Business Insurance The The Missing Missing Ingredient Ingredient

description

A presentation I put together to build awareness on User Experience Design and to advocate forming a UX Design Group. The premise is that while we do good work, we are still missing an essential ingredient that keeps us from being great: UX Design. Many points on cost justifying UXD

Transcript of User Experience Design: The Missing Ingredient

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User Experience Design in Business Insurance

TheTheMissingMissing

IngredientIngredient

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Why interested now?

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Not long ago…Not long ago…

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Today…Today…

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Today…

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Today…

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Today…

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Today…

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Today…

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Today…

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Today…

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Today…

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Today…

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Today…

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Today…

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Today…

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Today…

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Today…

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Today…

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Today…

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Today…

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Today…

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Today…

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Today…

But, back at the office…But, back at the office…

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What’s Missing?

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User Experience

Design

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What’s holding us back?

Limited Awareness

TalentTalentCostsCosts

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Limited Awareness

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Today, user experience design is usually sprinkled into a project

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When should user experience design occur?

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User Experience Design starts here.

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User Experience Design starts here.

And is blended throughout the entire project

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Starting with…

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Understanding the user

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We start with a

Business Idea

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We start with a

Business Ideato Increase Shareholder Value

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Businessis run by People

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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.”

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And the value of the

Business IdeaLostis

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With

User Research

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With

User Research

• User Goals

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With

User Research

• User Goals• Task Analysis

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With

User Research

• User Goals• Task Analysis• Contextual Inquiry

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With

User Research

• User Goals• Task Analysis• Contextual Inquiry• Personas

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With

User Research

• User Goals• Task Analysis• Contextual Inquiry• Personas

A concrete picture of our user emerges

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“ 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

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UI Design

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Traditionally

Discuss it…

write it dow

n…

then de

sign it.

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For better requirements

Discuss it…

then,

write

it dow

n.

design it…

validate it

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Design Progression

SketchesPaper Prototypes

Wireframes

HTML MockupsFunctional UI

Static Images

More Ideas Better designsClarify and uncover requirements

CONCEPTUAL REAL

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Building the UI

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UI Development is ComplexUI Development is Complex

Designers must appreciate

Developers must appreciate

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Usability Testing

Too lat

e

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Usability Testing

Test early, test often

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What can we test?

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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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Implementation

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How are we doing?

Web Analytics• NetInsight

User Feedback• Get Satisfaction

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End of

The Project

Not just the

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Beginning of the

Next Release

User research with the current version

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Cost

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User Experience Design

Reduces Project Costs

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1 cup

2 cup

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Added tasks and people

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Added tasks and people

1 cup

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Added tasks and people(but not as much as you think)

1 cup

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Development

1 cup

2 cup

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DevelopmentRework

1 cup

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DevelopmentReworkTraining

1 cup

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DevelopmentReworkTrainingSupport

1 cup

2 cup

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User Experience Design

Increases Project Value

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Productivity

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ProductivityQuality

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ProductivityQuality

Sales and customers

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ProductivityQuality

SatisfactionSales and customers

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Talent

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Our Options…Train Rent Hire

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What Can We Do Now?

• Plan for user experience activities

• Engage Enterprise Usability

• Bring skilled user experience talent to our teams

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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…

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EnterpriseUsability

PIUsabilityResearch

UX Community

Business Insurance Portfolios

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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

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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

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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

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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

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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

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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?

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User Experience Design

Not just sprinkled in throughout the project.

A way of thinking carried throughout the project that takes our work from good…

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To Great!