惠普产品开发课件.ppt

1、 2003 Hewlett-Packard Development Company,L.P.The information contained herein is subject to change without noticeCustomer-Centered Design at HPNancy L.Clark&Craig B.Neelypage 2December 29,2022 OverviewWhy is Customer-Centered Design important?HP Customer-Centered Design Services(CCDS):Who are we?Ov

2、erview:Where we fit in the Product Development ProcessCase Study:Designing a complex application suiteCase Study:Merger of Compaq and HP support web sitespage 3December 29,2022 Why is Customer-Centered Design Important?page 4December 29,2022 HP Customer-Centered Design Services(CCDS):Who we areCente

3、r of competency in customer research and designing user interfaces,with facilities around the countryStaff educated and experienced in cognitive&physiological disciplinesCentralized resource for HP design teams who do not have research,design,&testing skillsPrimary value add to HP design teams:Impro

4、ve development process by bringing HP design teams together,creating a common product visionBring target users of products together with design teams to define,design,develop customer-centered productspage 5December 29,2022 Product Development Process:OverviewOur Focus:User analysis,requirementsProd

5、uct definition,design,&development for ease of use and usefulnessOther Elements of the Customer Experience:Ordering,deliveryDocumentationInstallationIntegration with 3rd party productsCustomer Supportpage 6December 29,2022 Case Study:Designing a Complex Application SuiteStorage Network Management Ch

6、allenges Very large scale,distributed networks thousands of devices,huge amounts of dataVery complex to manageNeed continuous,reliable access to critical business dataImagine a hard drive crash!Real-time monitoring Fast troubleshootingpage 7December 29,2022 Case Study:Designing a Complex Application

7、 SuiteChallenges:Vague product conceptCustomers priorities?Developing a shared visionSolutions:Customer focus groupsDesigned sketchy prototypes,customers filled in blanksValue:Requirements,shared visionNot just a launch point for management applications!Network representationView of business apps,da

8、taPlanningpage 8December 29,2022 Case Study:Designing a Complex Application SuiteChallengesWhat details do users need and expect?Requirements risks:incomplete,failure to confirmSolutions:Refined prototypes with more detailsIterative research to define next level of detailValue:Details for info&task

9、flow(e.g.status,clicking behavior)Avoided costly re-designRequirementspage 9December 29,2022 Case Study:Designing a Complex Application SuiteChallenges:Complex:hundreds of detailsTradeoffs:ease of use versus development costSolutions:Iterative user interface design,prototyping,testingUI specificatio

10、n,evaluationCross-suite style guideValue:Continuous user focus keeps design usable and aligned with requirementsCross-team coordination to ensure unified designDesignpage 10December 29,2022 Case Study:Designing a Complex Application SuiteChallenges:Meeting users requirements?Unanticipated design iss

11、uesSolutions:User interviews:key featuresNumerous usability testsStructured expert reviewOngoing design consultingValue:Customer-centered answers to design questionsUsability evaluation of actual productIterative Developmentpage 11December 29,2022 Case Study:Designing a Complex Application SuiteChal

12、lenges:Is the product easy to install and use?Does it meet customers real world needs?Solutions:Interviews with HP specialists in the fieldCustomer visits,interviewsValue of Usability Data:Identify gaps between user needs and actual productFocuses next version require-ments on customer needsPost-Rel

13、easepage 12December 29,2022 The Challenges:Provide continuous,reliable,unified web access to tech support from HP and CompaqCombine two approaches to online support delivery via the web while meeting expectations of both groups of customersCombine independent HP and Compaq Usability Groups as part o

14、f overall merger of eSupport programFocus on customer needs,not political and technical challengesCase Study:HP.com Supportpage 13December 29,2022 Case Study:HP.com SupportChallenges:Requirements handed down by merger planners2 distinct interaction modelsSolutions:Validate requirements via fast prot

15、otyping,early testingIterative design&testingCombined team,web repository for shared workValue:Retain customer loyalty by working toward a single,unified support site as an indication of HPs focus on the customerDesignpage 14December 29,2022 Case Study:HP.com SupportChallenges:Meeting requirements?I

16、ntegration of new design with other sites on HP.comWill new design support the functionality?Solutions:Relationships across HP.comOngoing design updates based on customer feedbackIterative development,testValue:Kept design aligned with both sets of customer needs and expectationsIntegration with HP.

17、comDevelopmentpage 15December 29,2022 Case Study:HP.com SupportChallenges:Does this site meet the customers real world needs?Constant or improved customer satisfaction,usage?Solutions:Large customer surveyRemote web-based usability testing,large number of usersUsability testing in labValue:Customer-

18、focused approach to evaluating support site Validates if the content is useful,meets customer needsProduct Releasepage 16December 29,2022 HP.com summaryFully integrated site released in August,2003Initial usability data show this performs as well if not better than the previous sites across user typ

19、esThe designers formerly from HP and Compaq now work together as one group Continue to update and improve the support content to our customershttp:/ 17December 29,2022 SummaryCustomer-centered focus can unify diverse stakeholders and be the basis for common process definitionCustomer-centered design

20、 activities can and should be incorporated into every phase of product design and developmentCCDS activities are tailored to the needs of each projectCCDS activities:Decrease development time and cost by“getting it right the first time”Increase customer satisfaction by meeting their needs and expect

21、ationspage 18December 29,2022 Resourceswww.hfes.org-Human Factors&Ergonomics SocietyMission:to promote the discovery and exchange of knowledge concerning the characteristics of human beings that are applicable to the design of systems and devices of all kinds.www.upassoc.org-Usability Professionals

22、AssociationSupports those who promote and advance the development of usable products,reaching out to people who act as advocates for usability and the user experience.www.acm.org/sigs/sigchi-ACM Special Interest Group in Computer-Human InteractionBrings together people working on the design,evaluation,implementation,study of interactive computing systems for human -Examples of things that are hard to use because they do not follow human factors principlesHP logo