ochtend powersessie user experience
TRANSCRIPT
Maslow 2.0
Phantom vibration syndrome
Did your ever suffer from ringxiety, hypovibrochondria or fauxcellarm?
Already in 1996
Enterprise IT loves Consumerization 2.0:BYOD, CYO, FYO, BYOA, BYOI, BYOID
© Giarte
I like my ITIT department?
S A© Giarte
Secrets, Lies & Assumptions?
SLAs are watermelons: green outside, ‘red’ inside
© Giarte
Technology
Solutions
UX
Credible
Desirable
Valuable
Easiness
Accessible
Usable
Useful
© Giarte
IT E.Q.
UX is short for User eXperience
Verbal, sequential and analytical Visual, random and creative
Present and past Present and future
Learning takes effort Instant learning on the fly
Respond to logic Respond to emotions
Use logics to solve problems Use intuition to solve problems
Identify important details See the end result
Incremental change Disruptive change
Be cautious and careful Dare to take risk
© Giarte
It’s according the specs Above customer expectation
Gold, silver or bronze? Just do your job!
Number of major incidents Total business impact
10% reduction of TTM IT projects Outperform the competition
Read the fricking manual! I’m not a nerd, don’t make me think!
We have follow procedures Too much effort to get things done
© Giarte
available, scalable, usable, flexible, secure, reliable, simple,…
Functional Requirements
© Giarte
= mainly left-brain oriented
= mainly right-brain oriented
Entrepreneurs do not tend to innovate more frequently than managers. However, when entrepreneurs do innovate, they actually use their brains in a different and more complete way
The innovative brain
Maurizio Zollo, MIT
Improvement Innovation
CI(n)O?What’s the ROI of UX?
Shadow IT
Learning curves
Lean IT
Shadow IT
Next level of productivityThe price of too steep curves
No hassleLean IT
=
(L)user?
Why do users feel so helpless interacting with helpdesks?
© Giarte
4mln
€
A
nnua
l Sav
ings
DSM IS A GLOBAL SCIENCE-BASED COMPANY ACTIVE IN HEALTH, NUTRITION AND MATERIALS WITH ALMOST 20,000 EMPLOYEES.
With ONE IT, DSM Global ICT wanted to prevent waste in the E2E incident management. Input-based metrics (average time to respond, average handling time) and SLA targets valued speed over quality and often deliver a high-effort experience for the user.
User experience was made leading in performance management. When tickets are closed, the user determines if closed is actually solved (according to the user). MSPs are rewarded for user experience.
50.000Decrease # of incidents by
= 40% less
START
70%
+18 MTHS
6.5 7.4
FACT ZONE DSM ITSAT CASE
First Time Right
User satisfaction ratings incidents
Number of calls (per user) per year 9.6 7
10Number of FTEs Service Delivery 13
90%
© Giarte
Lean IT
How much effort?
…did it take me personally to get
the incident resolved?
the service requested?
the information needed?
the change I wanted? © Giarte
SLAs should also be XLAs: experience level agreements
© Giarte
Don'ts
[email protected] Marco_Gianotten
User Experience
“Meetbaar maken van User Experience”
Kies de juiste KPI’sAan welke organisatiedoelen en -strategieën moet
de User Experience bijdragen?
DO 1
Denk goed na over hoe je meetUser Experience gaat ook over gevoel, dus alleen
Google Analytics volstaat niet
DO 2
Maak je resultaten relevant voor de organisatie (ROI)
DO 3
Meet niet alles
DON’T 1
Iets dat moeilijk te meten is, moet je niet negeren
DON’T 2
Beschouw User Experience niet als één eenvoudig begrip
DON’T 3
Je kunt het meten op diverse niveau’s
DON’T 3
The User Experience HoneycombPeter Morville – Semantic Studios
En het is een containerbegrip
DON’T 3
Visual design
Interface design
Navigation design
Information design
Interaction design
Information architecture
Functional specifications
Content requirements
User design
User needs
Site objective
Samenvatting – User Experience – KPI’s & ROI
User Experience is geen eenvoudig begrip
Bepaal heel goed wat je precies wil meten en denk goed na over hoe je dat gaat doen.
Maak het altijd relevant voor de organisatie.
Bedankt!Youri Dechesne
