Ux strategy 112315c

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UX Strategy Team 1

Transcript of Ux strategy 112315c

UX Strategy Team1

The UX StrategyA Strategic Approach to User Experience

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Our TeamCross Team Representation

BOSSStakeholder name here

DATA Stakeholder name here

User MetricsStakeholder name here

Committee Members

ARCHITECTURE Stakeholder name here

Brand and ContentStakeholder name here

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DefineScope of UX Strategy, Definitions

AlignBusiness Strategy, BPM, SOA, Architecture, Data, PMO, Testing

OrganizeStructure, Governance, Execution

Our Charter

TransformDevelop Team, Grow, Evolve

Guide organization and define adoption of intuitive user experience impacting the QuikTrip brand, organizational processes, structure, and skills.

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People & Process

Scope of UX Strategy2 Components

AFocus on User

Experience

ToolsBNew

TechnologyPatterns

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Creating a better experience for our users

AFocus on User Experience

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USER EXPERIENCE

The aim of usability is to make the user interface easy to use whilst the aim of user experience to make the user happy before, during and after using the interface.

User ExperienceWhere Technology meets Psychology

USABILITY

User Interface is the vehicle, Usability is the science and User Experience is the emotion.

When done properly, user experience effectively enhances the relationship between the user and the brand. This is because true user experience goes far beyond giving customers what they say they want, or providing checklist features

USERINTERFACE

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The Importance of User Experience

User experience (UX) has become a critical factor in customer and workplace satisfaction

40% of people will abandon a web page if it takes more than three seconds to load. A study of Fortune 500 websites showed an average load time of 6.5 seconds.Source: Hubspot.com

The industry is going to the “Experience First” methodology, which is a proven methodology for improving customer satisfaction.

Poor customer experiences result in an estimated $83 Billion loss by US enterprises each year because of defections and abandoned purchases.Source: Parature Customer Service Blog

“User Experience” is becoming a key differentiator In the industry.

89% of consumers began doing business

with a competitor following a poor

customer experience.Source: RightNow

Customer Experience Impact Report 2011

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• Sold 8,000 in 48 days

• Microsoft spent 2 years and over 1 billion dollars

• No Apps, No Games

45%Lorem Ipsum Dolor Sit Amet

Apple

iPhoneMicrosoft

Kin

Verizon Stopped

Selling it after 48 days and

returned unsold phones

• Sold 600,000 preorders in 24 hours

• Apps and Games• Highly praised

interface

Over 421 Million Units

SoldTo Date

User Experience is a Competitive Advantage

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User Stories

USER STORIES

Captures what a user

does or needs to do as part of his or her

job functionDeposit Funds

Customer

Open Account

Withdraw Funds

Close Account

Interactive models simulate eventual working

systems

PROTOTYPES

What does the user...

EMPATHIES

Think & Feel?...• What really counts• Major

Preoccupations• Worries and

AspirationsSay & Do?...• Attitude in Public• Appearance• Behavior Towards

Others

See?...• Environment• Appearance• What the Market

Offers

Gain?...• Wants/Needs• Measures of

Success• Obstacles

Steps to a better User Experience Experience First Model

Fictitious characters represent

user communities in order to solve design

questions

PERSONASVisual guides

represent skeletal

frameworks of a website

WIREFRAMES

PLANNING PHASE

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Persona Groups

Persona Groups Definition

A persona group is intended to identify a subset of a total user population that share the same goals and behaviors and might use a site, brand or product in a similar way

Persona 1Back Office

Persona 2QT Mobile

Persona 4Customer

Persona 5Call Center

Persona 3Front Office

Persona 6Middle Office

QuikTrip

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OUTLINERecommend tools for

each phase of the Experience First Model

DEFINEDefine the process for the Experience First

Model

ENGAGEEngage with business leaders to review recommendations

QUESTIONSHow will UX be leveraged for Wireframes going forward?How could these new processes/steps impact project timeline and cost?Will the Business Process workflow teams be stewards of User Stories?Vendor Products – What is the strategy to provide common look and feel

Define UX Strategy - Next Steps

• Who owns each phase (business, IT, both, team)?

• Funding of each phase?• Roles included?• Impact on roles and existing

responsibilities?• Lifecycle

• How will UCD be expanded to meet demand?

• Review Glossary

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New Technology Patterns & ToolsThe Tools to build Modern Applications

B

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The UXi PatternSocialization and Education

The Pattern ReferenceThe User Experience (UX) Interface pattern describes principles and technologies for delivering application interface functionality to end users through web browsers and connected devices. This pattern creates Rich Internet Applications, Single Page Applications, Widgets, and web pages, based on Responsive Web Design. The User Interface (UI) is focused on delivering an integrated and consistent functionality, enhancing the end user’s experience and workflow — not a single business system from UI to data.

This pattern will utilize, but should not contain, the following areas of business systems: 

•Brand Implementation•Domain Services•Business Process Management•Business Rules Engine

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The UXi PatternSocialization and Education (Page 2)

• Deliver content and functionality to end user based on the screen resolution and device capabilities. 

• Adapt to the delivery medium without user intervention.• Aggregate backend services, workflows and processes into an intuitive, highly

integrated UI that focuses on user experience, productivity and ease of use.• Utilize standards based web technologies including

HTML5, CSS3, and JavaScript.• Provide a single architectural pattern, style and technology

stack for all UI needs on all connected devices and browsers.• Exclude proprietary thick technologies such as Adobe Flash,

Microsoft Silverlight and Java applets. • Modernize our UI technology skillsets to state of the art.• Lay the foundations for a competitive and highly flexible

UX technology practice within QuikTrip.• “Responsiv e Design” Techniques• “Decision Tree” Usage when Uxi appropriate

The focus of this UX Interface pattern is to:

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DefineScope of UX Strategy, Definitions

AlignBusiness Strategy, BPM, SOA, Architecture, Data, PMO, Testing

OrganizeStructure, Governance, Execution

Our Charter

TransformDevelop staff, Grow, Evolve

Guide organization and define adoption of intuitive user experience impacting the QuikTrip brand, organizational processes, structure, and skills.

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DEFINE Collaboration

between UX and Architecture

teams.

PATTERNSocialization

CONSIDEREnterprise Playbook

How do changes impact each roleHow do changes impact process

UX ROADMAPTechnical Plan

Device StrategyOrganizing Alignment

Training StrategyAlignment

Organize UX Strategy - Next Steps

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Assign Persona Group Owners

02Persona Groups

Persona Owners:•Champion Projects within the Persona•Govern platform(s) and/or device(s) used by the Persona•Work closely with other Persona owners to establish standards and best practices across Personas.•Serve as member of the UX Steering Committee to determine the future direction of UX.•Establish business relationship with business leaders for the Persona•The breakdown to the left is a current assumption and requires further thought and conversation with business

Persona 1Back Office

Persona 2Mobile

Persona 4Customer

Persona 5Call Center

Persona 3Front Office

Persona 6Middle Office

QuikTrip

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Execution is EverythingUX Governance Structure

01Strategy Team

03UX Competency Team

Capability Team LeadSolution ArchitectStrategy Architect

Analyst(s)Developer(s)

05Mobile

Front OfficeRetail

Call Center?Middle Office? Back Office?

App Delivery Teams/Owners

02Steering Committee ChairArchitectureMobile PersonaFront Office PersonaMiddle Office PersonaBack Office PersonaCall Center PersonaClient PersonaBusinessData, Test

Steering Committee 04UX Competency

Team

Business/User Centered

Design (UCD)

Competency Team:• Cross section of technology teams represented• Serve as a “center of excellence” for UX working with UX projects to guide on processes, tools and technologies.• Evaluate standing processes, tools and technologies to determine gaps or recommend changes to the UX Steering Committee (rapidly changing space)• Primary liaison to User Center Design• Roadmap planning with Architecture

Steering Committee:•Senior decision making body for UX•Meets regularly to evaluate and evolve the UX organization, pattern and tools to ensure proper UX adoption.•Reviews all UX candidate projects•Defines the development and training plan UX resources•Ensures proper governance of UX development •Evaluates the recommendations of UX Competency Team•Coordinates with other Pattern Steering Committees (SOA) as needed.•Provides periodic progress updates to Sr Leadership

Strategy Team:Scope and recommendations with Technology LeadershipEngage business leaders to ensure strategic alignment

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DefineScope of UX Strategy, Definitions

AlignBusiness Strategy, BPM, SOA, Architecture, Data, PMO, Testing

OrganizeStructure, Governance, Execution

Guide organization and define adoption of intuitive user experience impacting the QuikTrip brand, organizational processes, structure, and skills.

Our Charter

TransformDevelop Team, Grow, Evolve

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RESTATEAlignment actions throughout earlier

part of deck- Business Alignment

MEETINGWith Business

Process Management to

discuss coaching/orientation opportunities

MEETINGwith SOA

(Service-Oriented Architecture)

Architectural Pattern Strategy

PRESENTProgress and

further recommendations

in next forum.

Align UX Strategy - Next Steps

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DefineScope of UX Strategy, Definitions

AlignBusiness Strategy, BPM, SOA, Architecture, Data, PMO, Testing

OrganizeStructure, Governance, Execution

Our Charter

TransformDevelop Team, Grow, Evolve

Guide organization and define adoption of intuitive user experience impacting the QuikTrip brand, organizational processes, structure, and skills.

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UX Representative (Brad) now available

Training – 1 round

Training existing staff thru engagement of UX Competency Team (for now)

Maintenance of UX pattern

Transform

Adapting to NextGen recommendations

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Progress to Date

Make an Impact

New Development Pattern

Train on Development Language

Define Holistically, Technology & Process

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Glossary Of Terms

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Glossary

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Glossary

http://uxpa-uk.org/resources/glossary-of-terms

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Thank YouFor your participation