The document summarizes a 4-day plan for UX designers to provide leadership on complex software projects. Day 1 involves identifying key entities, relationships, and tasks. Day 2 focuses on mapping typical user flows and exceptions. Day 3 is spent developing flow maps from the use cases. Day 4 presents the results to reach consensus and confirm decisions. The plan argues that UX techniques can bring order to chaotic projects and help practitioners take a leadership role.

1. How UXD Can Provide Leadership Skills for Complex Software Projects A 4-Day Plan Greg Laugero Industrial Wisdom, LLC [email_address] 720-249-2400

4. Software in the 1990s Websites Enterprise Software (ERP, CRM) Owned by Marketing Built by Agencies Extension of Advertising Owned by IT Built by SIs Extension of Operations Right Brain Visual-Design Driven Left Brain Process Driven Skills Requirements Use Cases Software Code Deliverables Brand Guidelines Creative Briefs Photoshop Files

5. Software in the 21 st Century RIA, Kiosks, Mobile Enterprise Software (ERP, CRM) Personas and scenarios Flows & wireframes Usability testing/eval Good-looking HTML Deliverables Complex project mgmt User experience design Info Architecture Usability assessment Analytics Skills Owned by business & IT New business channels More than websites

6. Merging Roles RIA, Kiosks, Mobile Enterprise Software (ERP, CRM) UXD Usability Professional Business Analyst IA/ID

10. The 4-Day Plan Presentation Present the Results Day 4 Flow Maps Go to Work Day 3 Use Cases Identify “Happy Paths” and Exceptions Day 2 Entity Relationships High-Level Requirements Get Fundamental Questions Answered Day 1 Deliverable Goal

14. How Do I Get the Authority? Your Own Knowledge and Experience (Believe in Yourself) Convince Yourself Make the Case (to Yourself first) Ask

23. Overview of Method Justification Requirements Design Build Functional Requirements Test UX Modeling Detailed Requirements Competitors Personas Flows, IA Wireframes, User Testing Prototyping Primary Activities Secondary Activities Front-end Development User Acceptance Testing Flash, Flex, AJAX Metrics System Strategy and Vision Detailed Wireframes Metrics Today’s Discussion: The 4-Day Plan

25. Day One Scenario

26. Nouns and Verbs Director: We have accounts that are on contracts with distributors and others that are not. Our contract accounts have special pricing and purchase their products through a distributor – not directly through us. But we still want them to be able to use the website. That is, we want to be able to sell them products, but they should get their contract pricing and the distributor should get credit for the sale. Web Know-It-All: The system has to be easy to use. I know that when I go to a web site, if it isn’t easy to use, I just won’t go back. I mean, if I can’t find what I want in three clicks, I’m outta there. Mr. Multi-Tasker: Direct customers purchase from us, and they don’t have contracted pricing. They get standard pricing. Mr. Exception Case: Yeah, but what about customers who purchase for more than one account? How do we handle them? What happens when they log into their account in the system? Director: How many of those do we really have? Mr. Exception Case: I’m not sure. We’d have to look that up. The Multi-Tasker: What about recurring orders? Our competitors do this. We need to let our users do this too.

28. Entity Relationships 0 to many 1 and only 1 1 to many Accounts Customers Products Nouns Verbs Nouns connect to other nouns using verbs manages includes orders

33. Entity Relationship Diagram

34. Implied Complexities One user needs to manage multiple accounts When placing an order, the user may need to specify an account and a contract. Not all products will be available to all contracts – dynamic product lists and prices

35. Minefields: Confirm Decisions

39. UX Modeling and Market Analysis Different personas undertake different tasks (verbs) Division of Labor

48. Example Flow Map Key

49. Example Flow Map: B2B Ordering

50. Example Flow Map

51. Example: Move Telco Services

58. Conclusion: Mind (Career?) Shift Usability Profs. Business Analyst IA/ID UXD