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Toss out that old stakeholder review process!,[object Object],Jill Christ & Elizabeth Thapliyal2010 IA Summit,[object Object],April 10th, 2010,[object Object]
Matt AndersonVisual Designer,[object Object],Elizabeth Thapliyal,[object Object],Interaction Designer,[object Object],Jill Christ,[object Object],Researcher,[object Object]
Toss out that old stakeholder review proceess!
A Case Study,[object Object],GoToMeeting, GoToWebinar, GoToTraining Web site Redesign,[object Object]
Why redesign?,[object Object]
Toss out that old stakeholder review proceess!
“Couldn't find a demo for GoToMeeting”,[object Object],“…looking to see if all members of the meeting can talk to each other and interact…”,[object Object],“…want to know more about what it takes to set it up, schedule events...”,[object Object]
Toss out that old stakeholder review proceess!
Could not run A/B Tests to see which site performed better.,[object Object],High-Risk Project,[object Object]
The Team,[object Object],Web Marketing Team,[object Object],Creative Team,[object Object],PR,[object Object],Sales ,[object Object],Field Marketing,[object Object],Product Marketing ,[object Object],Editorial,[object Object],Engineering,[object Object],User Experience,[object Object],Global Customer Support,[object Object],Product Management,[object Object]
Ground Process in User Feedback,[object Object],Our Redesign Strategy,[object Object]
Conduct Frequent, Iterative Testing,[object Object],Involve everyone in the process,[object Object],Deliver analysis quickly,[object Object],Here is the three step recipe,[object Object]
1. Conduct frequent, iterative usability tests,[object Object],Design > Test > Design >Test > Design…,[object Object]
Conduct iterative testing every 2-3 weeks,[object Object],[object Object]
  Conduct Sessions Remotely or In House
  Test What You Have Ready,[object Object]
Next, create a prototype,[object Object]
Also, recruit qualified participants,[object Object]
Schedule tests in a 2-3 day window,[object Object],Pilot Test,[object Object],Pilot Test,[object Object]
Prepare for tests every 2-3 weeks,[object Object]
Use remote usability test tools,[object Object]
Conduct Frequent, Iterative Testing,[object Object],Involve everyone in the process,[object Object],Deliver analysis quickly,[object Object],Three step recipe,[object Object]
2.  Involve Everyone in the Testing Process,[object Object],Bring the testing to your stakeholders,[object Object],Send meeting invites to stakeholders,[object Object],Make it easy for them to attend!,[object Object]
Stakeholders can see people using designs and make informed decisions.,[object Object],Make this the Opportunity to Review Designs,[object Object]
III.  Strategy - Design,[object Object],©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.,[object Object], ,[object Object]
Conduct Frequent, Iterative Testing,[object Object],Involve everyone in the process,[object Object],Deliver analysis quickly,[object Object],Three step recipe,[object Object]
3. Deliver Analysis Quickly,[object Object],Discuss Findings with Stakeholders,[object Object]
Give a lightweight presentation of findings,[object Object]
Discuss issues together with stakeholders,[object Object],“Multiple people said…”	   “Several users said…”,[object Object]
How the Design Evolved,[object Object],Failing Early to Get Ahead,[object Object]
How It Works,[object Object],Before and After,[object Object]
©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.,[object Object]
©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.,[object Object],“…I’m not understanding how to start a meeting…,[object Object],“I didn’t realize I could click on How It Works.”,[object Object],“It looks intimidating…”,[object Object]
©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.,[object Object]
©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.,[object Object]
Features,[object Object],Before and After,[object Object]
©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.,[object Object]
©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.,[object Object],“…I’m not understanding which description goes with each image…,[object Object]
©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.,[object Object],“…These numbers are confusing me.”,[object Object],“…I want to know what my attendees will see.”,[object Object],“…I’m not seeing whether I can record my meetings…”,[object Object]
©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.,[object Object]
Toss out that old stakeholder review proceess!
Metrics and Results,[object Object],Performance,[object Object]
Toss out that old stakeholder review proceess!
Keeping check on brand adjectives,[object Object],Beginning – 11 testers,[object Object],End – 7 testers,[object Object],Clean  5/11 (46%),[object Object], Friendly 2/11 (18%),[object Object], Professional 4/11 (36%),[object Object], Confusing 2/11 (18%),[object Object], Busy 2/11 (18%),[object Object], Outdated 1/11 (9%),[object Object],Clean 6/7 (86%),[object Object],  Friendly 3/7(43%),[object Object],  Professional  3/7 (43%),[object Object],  Confusing 1/7 (14%),[object Object],  Busy 0/7 (0%),[object Object],  Outdated 0/7 (0%),[object Object]
Round 1:  6.7,[object Object],Round 2:  7.0,[object Object],Round 3:  7.3,[object Object],Round 4:  7.5,[object Object],Round 5:  8.5,[object Object],Round 6:  8.7,[object Object],Likelihood to recommend increased,[object Object]
Results,[object Object],Post Launch Metrics,[object Object]
Greater Engagement,[object Object]
Fringe Benefits,[object Object],Three Unexpected Outcomes,[object Object]
It feels more like a start up!,[object Object],-Team member ,[object Object]
Applystrategy and findings to other projects,[object Object]
I am reaping the benefits of the GoToMeeting site redesign, and I didn’t even work on it.,[object Object],-UX Designer,[object Object]
Three Takeaways,[object Object],What We Learned,[object Object]
Iterate and Test Frequently,[object Object],Respond Quickly to Feedback,[object Object]
Involve the Whole Team in Testing Process,[object Object],This Empowers Informed Decisions,[object Object]
Deliver Analysis Quickly,[object Object]
Questions?,[object Object]
User-Centered Review Process,[object Object],[object Object]
Involve Everyone in the Process

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Toss out that old stakeholder review proceess!

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  • 58. Involve Everyone in the Process
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Notas del editor

  1. Meet weekly with stakeholdersFind out their goals for the projectReach out to other stakeholders as questions arise