humanizing business technology

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Closing Plenary for the TQR 2013 conference.


  • 1. ZS ASSOCIATES CONFIDENTIAL - This presentation is solely for the use of Novartis personnel. No part of it may be circulated, quoted or reproduced for distribution outsideof the Novartis organization without prior written approval of ZS Associates
  • 2. As-is versus the ideal processes Mental models for UI design Persona development and the real tool landscape Lean Messaging w Cooper Design Directions for future research IA recommendations User requirements
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  • 4. CIO Executive Board, 2008. Leading the User-Centric IT Organization: Delivering Business Value Through Improved End-User Performance.
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  • 7. IRLInstitute for Research on Learning