What I Pad For The Enterprise Really Looks Like Vf
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Transcript of What I Pad For The Enterprise Really Looks Like Vf
MISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group Disclosure range: MISI employees for business purposes
2011 NWCT Annual Conference
What iPad for the Enterprise Really Looks Like – A Case Study
Jerilyn MacLaren-Hall, XD Strategist and Account Director
March 2011
MISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group Disclosure range: MISI employees for business purposes
Contents
Project Overview
Key Findings
Audience Analysis & Personas
What To Standardize
Conclusions
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Executive Summary :: Client and Project Overview
This global financial services company wanted to better understand how iPad within the enterprise can enable improved efficiency and productivity in strategic and day-to-day tasks.
Identify the appropriate prioritization of solutions to aid employees using iPads for their work-related activities, covering such topics as:
Access Security Training and Support End-to-End Experience
Determine what the “right” role is for the iPad within the professional’s already robust suite of personal devices and work-related tools.
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Executive Summary :: Project Methodology
Conducted journal and one-on-one contextual interviews with employees (primarily focused on executives) working in the China, Canada, Denmark, US, UK, and South African Member Firms.
Answer broader questions about the value of the iPad within the Enterprise:
Current business-related iPad behaviors and uses
Desired future business-related iPad behaviors and uses
Necessary level of access to internal portals, applications, and other online tools
Assets needed to ensure successful integration of iPad into overall employee architecture
Expected Business Value
User Experience
Context of Use
Audience
MISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group Disclosure range: MISI employees for business purposes
Contents
Project Overview
Key Findings
Audience Analysis & Personas
What To Standardize
Conclusions
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Key Finding :: iPad Is Not a Replacement Device
Although the iPad cannot serve as a “replacement device” for employees, it is proving to be an integral component of the productivity device suite for many.
SMARTPHONE • Easy and quick
email • Extremely portable
LAPTOP • Full functionality
• Full network access • Portable (but not convenient)
DESKTOP • Lots of processing power
Unique aspects of current employee devices
Primary iPad Benefits
“Instant-On” Capability Portability and Convenience Extended “PDA” Functionality Ease of Use for Basic Work Tasks (e.g. Email
Responses, Detailed Reading Activities) Extended Battery Life Supports Work / Life Balance Goals
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Key Finding :: iPad Is a Personal Preference
Because the iPad is very much seen as a “personal” device, in most cases it should not be issued as part of a formalized program, but rather, supported by the enterprise for those employees who wish to purchase one and use it to help complete those tasks they feel most comfortable completing on an iPad.
Access historical, collaborative & thought leadership documents
Manage e-mail & calendars
Understand advanced business tools on iPad &
their relevance
Securely handle work related documents & information
Review & approve reports and other work related
documents
Quickly & easily find iPad business apps
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Key Finding :: Enterprise Provided iPads Means Employee Expectations
Enabling the use of iPads (instead of distributing them) will help manage employee expectations around the overall experience of using an iPad at work.
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Key Finding :: Expectations Grow with Your Global Footprint
These differing expectations really come into play when considering roll-out and support globally, since connectivity and basic device design create different needs in different countries.
USA: Many WiFi spots are available so 3G isn’t as necessary.
South Africa:
BB network is not supported so iPhone & iPad availability is extremely helpful.
WiFi is hard to find so 3G is crucial to the iPad’s value.
China: it is easier to type in Chinese on
the iPad because the
language recognition is
excellent.
Denmark: iPad’s recognition of Danish
is poor so email writing is harder.
Hong Kong: Many WiFi spots are
available so 3G isn’t as necessary.
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Key Findings :: iPad = Bigger Mobile Device
Lastly, while the iPad and similar devices show promise of some day becoming their own category of productivity devices, their purpose and function are still too similar to other mobile devices to warrant unique treatment.
Primary iPad & Similar Device Draw-Backs
Lack of a new or unique capability that is distinct from what can already be done on other devices
Highly “personal” in how they are used
Higher error risk for data entry Limited feature/function agility (e.g. poor content
creation experience) Outputs of devices are not yet fully compatible
with other primary devices (ex. laptop, desktop)
iPad
iPhone
Droid
Blackberry
MISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group Disclosure range: MISI employees for business purposes
Contents
Project Overview
Key Findings
Audience Analysis & Personas
What To Standardize
Conclusions
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Audience Analysis & Personas :: A Quick Word on Personas
What are Personas? Distilled, characterized profiles of representative audience members based on data collected via primary research methods with real members of your audience. Used to guide the design of products, channels, and messaging.
Benefits include: Create a shared understanding of real people who will use the device or
interface.
Focus decisions and solution on user needs and data - less on assumptions.
Eliminate tasks that don’t directly help users to accomplish their goals.
Help satisfy the needs of many users who have goals similar to those of the persona.
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Audience Analysis & Personas :: Persona Development Overview
The goal of persona development for the enterprise is to answer: Who are our employees? What are they trying to accomplish? How are they trying to accomplish it?
Answering these questions will allow the enterprise to: Define the current and ideal configuration of devices for employees Determine iPad support needs and priorities Create appropriate standards and assets employees with iPads
By understanding employees as more than just a business unit and geographical alignment, IT can better understand opportunities for consolidation based on commonalities such as: Devices Used Communication Channels Work Environment Context (remote vs. stationary) Typical Work Activities Views of New Technology
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Audience Analysis & Personas :: It’s more than high-level task analysis
In addition to understanding high-level job tasks, it is important to have a strong view into what a “day-in-the-life” looks like for individual roles (and how it compares to roles across the organization). Context is everything when it comes to the iPad.
Preparing for Day Travelling At Work Travelling At
Home Just Before
Bed
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Audience Analysis & Personas :: Its All About “Instant On”
Given the right support model, employees-on-the-go will be more productive on an iPad than on a laptop thanks to improved convenience and performance factors.
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Audience Analysis & Personas :: Technology Pre-disposition is a key factor in iPad Adoption
The main personas – Cynthia and Marcel – have many similarities but also some key differences such as work-travel destinations, primary collaboration behaviors and partners, and their views on new technology.
Persona Name Cynthia Marcel
Descriptive Quote “Being on the road and in client meetings frequently, I need to be constantly connected while engaging with clients and portraying a forward-thinking image of Global FS Firm.”
“I am in internal meetings all day trying to make my firm more efficient and effective; I need devices that do the same for me while being convenient and simple.”
Examples of Roles Partner, C-Level, Exec. Dir., Sr. Mgr Partner, C-Level, Exec. Dir., Sr. Mgr
External/Internal Client-Facing Internal
% of Time Spent Travelling
35% International, 30% Domestic 15% International, 50% Domestic
Collaboration Level
High High
Devices Used Laptop, Smartphone, iPad Laptop, Smartphone, iPad
New Device View Early Adopter Technology Resistant
Typical iPad Tasks Note-taking, internet browsing, email, client presentations Note-taking, internet browsing, email
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Quick View: C-Level, International Traveler, Client-Facing, Highly Collaborative, Content Consumer, Early Adopter
“Being on the road and in client meetings frequently, I need to be constantly connected while engaging with clients and portraying a forward-thinking image of Global FS Company.”
Audience Analysis & Personas :: Sample Persona - Meet Cynthia
Day in the Life: Description: Cynthia is in an Executive-level role at Global FS Company. She can
most often be found in meeting rooms or on conference calls. Cynthia rarely gets time during her day to just sit and read emails or reports – although she has to read many of them. Her days are hectic so she uses her time at home at night to catch up on email and reviewing documents.
Primary Responsibilities: Attending internal meetings Reviewing and approving documents/reports from her practice’s primary
application (ex. Orion) Visiting large clients for meetings and account development
Primary Work Locations: Travelling, Office, Home
% of Average Day Spent on Different Tasks: 80% meetings 10% email 10% reviewing and approving documents/reports
% of Average Month Spent Travelling: 35% International Travel 30% Domestic Travel 35% Local
Types of Roles Cynthia Might Be In: Partner C-Level Executive Director Senior Manager
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Quick View: C-Level, International Traveler, Client-Facing, Highly Collaborative, Content Consumer, Early Adopter
“Being on the road and in client meetings frequently, I need to be constantly connected while engaging with clients and portraying a forward-thinking image of Global FS Company.”
Audience Analysis & Personas :: Sample Persona - Meet Cynthia
Technology Usage and Views: Level of Technology Experience: Tech Savvy New Device View: Early Adopter Devices Used: Laptop, Smartphone (Supported), iPad (not Supported)
Use of Laptop: Cynthia tries to use her laptop as little as possible. It is mainly reserved for downloading/uploading reports from Orion, accessing documents from repositories, writing lengthy emails, and heavy document editing.
Use of Smartphone: Her iPhone is her quick, easy connection to the world. Cynthia has it with her all the time; she checks her email on it while in meetings, walking from one place to another, or when she’s not at work.
Use of iPad: Since Cynthia has bought her iPad, she has been using her laptop less and less. She uses her iPad for notes in all of her meetings. She emails herself Global FS Company documents so that she can review them on-the-go. She loves the larger screen compared to her iPhone. She really wants her Global FS Company email on her iPad since it is easier for her to respond and tackle multiple emails at once while on the road. Cynthia knows that using her iPad in client meetings puts forth a forward-thinking impression of Global FS Company.
Typical iPad Tasks: Note-taking, internet browsing, personal email, reviewing and annotating docs Desired iPad Support: Data Security, Email, Calendar, Outlook Tasks, Content repository access, Access to review/approve reports on Orion Preferred iPad Business Apps: iAnnotate, BBC News, Pages, Numbers, Keynote, Evernote Likes: Portability, Ease of Use, Instant-On, Long Battery Life, Conversation-Starter, No Barrier in Meetings Dislikes: Small Keyboard, No Track Changes on Pages
MISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group Disclosure range: MISI employees for business purposes
Contents
Project Overview
Key Findings
Audience Analysis & Personas
What To Standardize
Conclusions
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What to Standardize :: Chapter 1 – Know the Context of Use
A Touch-Based Tablet Is Not a Mini Laptop Unique Interaction Models – Traditional and Touch Interface Differences Scenarios of Use Include Environment Old Portals and Applications – New Value Propositions The Personal Preference Factor
Audience Analysis – Who Is Your User…??? Classification Systems – Going Beyond Titles and Bus The Work/Life Balance Line… Even more blurry Accessibility – Literally and Figuratively
Task to Device Mapping and Creating Solution-Oriented iPad Products This Can Not Be About the Me-Too Factor Downloading and Reading Workflows Content Approval Workflows Reviewing and Annotating Content Workflows Reviewing and Editing Content Workflows Content Creation and Collaboration Workflows
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What to Standardize :: Chapter 2 – The Top 10 Project Team Questions
1. What type of application are you looking to build / support on the iPad?
2. Who currently uses this application in its traditional form?
3. What particular tasks from the application are you trying to support?
4. If this is a new application, what particular need is the application attempting to fill?
5. What user groups will be accessing this application from their iPad?
6. Under what circumstances will users access this iPad application?
7. Will different user groups have very similar or greatly differing needs for the iPad application?
8. What features do users need access to, based on the circumstances in which they will be using the application?
9. Where will users be accessing this application and will they have network access?
10. Will users be able to successfully use your application on the iPad without any peripherals or accessories?
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What to Standardize :: Chapter 3 – Guidelines and Best Practices
Critical iPad Considerations Security Touch-Interaction Limitations User Perceptions
iPad Functionality – Keeping in Mind What This Device Was Designed To Do
Application Typing and Support iOS Applications vs Web Applications Native Applications, Commercial Applications, Enterprise Specific (Custom) Applications
Portals Content Repositories General Applications Collaboration Tools Internal / External-Facing Applications Business Productivity / Efficiency Tools
iPad Layout Considerations iOS UI Element Usage Guidelines General Usability – Following a Check List
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Contents
Project Overview
Key Findings
Audience Analysis & Personas
What To Standardize
Conclusions
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Conclusions :: Supporting the iPad is as much about the Process as it is the Technology
Enterprises should encourage new device adoption and harness the productivity power of the iPad for those individuals who choose to purchase them. Although it is not cost-effective to roll out iPads on a grand scale, their productivity
power can greatly increase the efficiency, availability, and responsiveness of employees in a variety of positions.
By officially supporting the iPad in a structured and standardized manner, the device’s innate values – instant-on, portability, and intuitiveness – could be exponentially increased in the workplace.
At the same point, Enterprises need to provide their employees guidance on how to use their iPads appropriately for work-related tasks. Employees are already using the iPad; it is important to get ahead of bad behaviors
and define appropriate ways to use / not use the iPad (but always with a sense of evolution and growth in mind).
By ignoring the appeal and penetration of the iPad, the potential for security breaches, data loss, inconsistent templates/approaches, and lowered efficiency increase.
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Conclusions :: Because context is king, understanding nuances = success
There is no one-size-fits-all answer for how iPads (and other similar devices) should be rolled out, supported, and ultimately – governed within the enterprise.
Language differences can result in… Different accessories necessary Different styles of data entry and interactions for enterprise specific apps supporting
business tasks
Practice differences could result in… Different tasks and applications that should be translated to the iPad Different levels of security needed
Geographic differences could result in… Different types of data plans necessary based on availability of networks Different work styles and schedules resulting in varying needs from their mobile
devices
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Conclusions :: Other Roles to Consider within the Enterprise…
Additionally, the potential for the iPad to increase efficiency and productivity for associates, EAs, and Admin. The iPad Is Not a “level-selective” tool.
The role of an associate can vary greatly and therefore needs deep exploration to understand…
Is there value in junior staff using given their role? What types of staff members will find the most use in iPads? What types of tasks do they need/want to accomplish on an iPad and how can the
Enterprise support that?
Our research hinted at the usefulness of iPads for EAs/Admin Assistants, but there is still great unknown potential in this user group… How does the iPad not only help one person, but also facilitate that person to help
other people every day? How does the iPad fit into the web of devices and communications for TWO people? What would be the constraints of the iPad for someone who is relied on so heavily to
be constantly accurate, available, and connected in regards to people, data, and systems.
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Thank You!
Interested in learning more about our work with iPads?
Please feel free to reach out to me @ [email protected]
Connect to me on Linked In: Jerilyn MacLaren-Hall
Follow me on Twitter: jmmaclarenhall and MISICompany