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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.NeelyOverviewWhy is Customer-Centered Design important?HP Customer-Centered Design Services(CCDS):Who are we?Overview:Where we fit in
2、the Product Development ProcessCase Study:Designing a complex application suiteCase Study:Merger of Compaq and HP support web sites2023/3/52 Why is Customer-Centered Design Important?2023/3/53 HP Customer-Centered Design Services(CCDS):Who we areCenter of competency in customer research and designin
3、g 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:Improve development process by bringing HP design team
4、s together,creating a common product visionBring target users of products together with design teams to define,design,develop customer-centered products2023/3/54 Product Development Process:OverviewOur Focus:User analysis,requirementsProduct definition,design,&development for ease of use and usefuln
5、essOther Elements of the Customer Experience:Ordering,deliveryDocumentationInstallationIntegration with 3rd party productsCustomer Support2023/3/55 Case Study:Designing a Complex Application SuiteStorage Network Management Challenges Very large scale,distributed networks thousands of devices,huge am
6、ounts of dataVery complex to manageNeed continuous,reliable access to critical business dataImagine a hard drive crash!Real-time monitoring Fast troubleshooting2023/3/56 Case Study:Designing a Complex Application SuiteChallenges:Vague product conceptCustomers priorities?Developing a shared visionSol
7、utions:Customer focus groupsDesigned sketchy prototypes,customers filled in blanksValue:Requirements,shared visionNot just a launch point for management applications!Network representationView of business apps,dataPlanning2023/3/57 Case Study:Designing a Complex Application SuiteChallengesWhat detai
8、ls 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 flow(e.g.status,clicking behavior)Avoided costly re-designRequirements2023/3/58 Case Study:Designing
9、a Complex Application SuiteChallenges:Complex:hundreds of detailsTradeoffs:ease of use versus development costSolutions:Iterative user interface design,prototyping,testingUI specification,evaluationCross-suite style guideValue:Continuous user focus keeps design usable and aligned with requirementsCr
10、oss-team coordination to ensure unified designDesign2023/3/59 Case Study:Designing a Complex Application SuiteChallenges:Meeting users requirements?Unanticipated design issuesSolutions:User interviews:key featuresNumerous usability testsStructured expert reviewOngoing design consultingValue:Customer
11、-centered answers to design questionsUsability evaluation of actual productIterative Development2023/3/510 Case Study:Designing a Complex Application SuiteChallenges:Is the product easy to install and use?Does it meet customers real world needs?Solutions:Interviews with HP specialists in the fieldCu
12、stomer visits,interviewsValue of Usability Data:Identify gaps between user needs and actual productFocuses next version require-ments on customer needsPost-Release2023/3/511 The Challenges:Provide continuous,reliable,unified web access to tech support from HP and CompaqCombine two approaches to onli
13、ne support delivery via the web while meeting expectations of both groups of customersCombine independent HP and Compaq Usability Groups as part of overall merger of eSupport programFocus on customer needs,not political and technical challengesCase Study:HP.com Support2023/3/512 Case Study:HP.com Su
14、pportChallenges:Requirements handed down by merger planners2 distinct interaction modelsSolutions:Validate requirements via fast prototyping,early testingIterative design&testingCombined team,web repository for shared workValue:Retain customer loyalty by working toward a single,unified support site
15、as an indication of HPs focus on the customerDesign2023/3/513 Case Study:HP.com SupportChallenges:Meeting requirements?Integration of new design with other sites on HP.comWill new design support the functionality?Solutions:Relationships across HP.comOngoing design updates based on customer feedbackI
16、terative development,testValue:Kept design aligned with both sets of customer needs and expectationsIntegration with HP.comDevelopment2023/3/514 Case Study:HP.com SupportChallenges:Does this site meet the customers real world needs?Constant or improved customer satisfaction,usage?Solutions:Large cus
17、tomer surveyRemote web-based usability testing,large number of usersUsability testing in labValue:Customer-focused approach to evaluating support site Validates if the content is useful,meets customer needsProduct Release2023/3/515 HP.com summaryFully integrated site released in August,2003Initial u
18、sability data show this performs as well if not better than the previous sites across user typesThe designers formerly from HP and Compaq now work together as one group Continue to update and improve the support content to our customers2023/3/516 SummaryCustomer-centered focus can unify diverse stak
19、eholders and be the basis for common process definitionCustomer-centered design 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 expectations2023/3/517 Resources2023/3/518 HP logo2023/3/519
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