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Toss out that old stakeholder review proceess!

A new approach to the stakeholder review process: learn how to revolutionize the traditional design review process, by grounding projects in user-feedback.

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Toss out that old stakeholder review proceess!

  1. 1. Toss out that old stakeholder review process!<br />Jill Christ & Elizabeth Thapliyal2010 IA Summit<br />April 10th, 2010<br />
  2. 2. Matt AndersonVisual Designer<br />Elizabeth Thapliyal<br />Interaction Designer<br />Jill Christ<br />Researcher<br />
  3. 3.
  4. 4. A Case Study<br />GoToMeeting, GoToWebinar, GoToTraining Web site Redesign<br />
  5. 5. Why redesign?<br />
  6. 6.
  7. 7. “Couldn't find a demo for GoToMeeting”<br />“…looking to see if all members of the meeting can talk to each other and interact…”<br />“…want to know more about what it takes to set it up, schedule events...”<br />
  8. 8.
  9. 9. Could not run A/B Tests to see which site performed better.<br />High-Risk Project<br />
  10. 10. The Team<br />Web Marketing Team<br />Creative Team<br />PR<br />Sales <br />Field Marketing<br />Product Marketing <br />Editorial<br />Engineering<br />User Experience<br />Global Customer Support<br />Product Management<br />
  11. 11. Ground Process in User Feedback<br />Our Redesign Strategy<br />
  12. 12. Conduct Frequent, Iterative Testing<br />Involve everyone in the process<br />Deliver analysis quickly<br />Here is the three step recipe<br />
  13. 13. 1. Conduct frequent, iterative usability tests<br />Design > Test > Design >Test > Design…<br />
  14. 14. Conduct iterative testing every 2-3 weeks<br /><ul><li> Iterate Between Cycles
  15. 15. Conduct Sessions Remotely or In House
  16. 16. Test What You Have Ready</li></li></ul><li>First, identify businessgoals upfront.<br />Meet regularly with stakeholders to understand their needs.<br />
  17. 17. Next, create a prototype<br />
  18. 18. Also, recruit qualified participants<br />
  19. 19. Schedule tests in a 2-3 day window<br />Pilot Test<br />Pilot Test<br />
  20. 20. Prepare for tests every 2-3 weeks<br />
  21. 21. Use remote usability test tools<br />
  22. 22. Conduct Frequent, Iterative Testing<br />Involve everyone in the process<br />Deliver analysis quickly<br />Three step recipe<br />
  23. 23. 2. Involve Everyone in the Testing Process<br />Bring the testing to your stakeholders<br />Send meeting invites to stakeholders<br />Make it easy for them to attend!<br />
  24. 24. Stakeholders can see people using designs and make informed decisions.<br />Make this the Opportunity to Review Designs<br />
  25. 25. III.  Strategy - Design<br />©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br /> <br />
  26. 26. Conduct Frequent, Iterative Testing<br />Involve everyone in the process<br />Deliver analysis quickly<br />Three step recipe<br />
  27. 27. 3. Deliver Analysis Quickly<br />Discuss Findings with Stakeholders<br />
  28. 28. Give a lightweight presentation of findings<br />
  29. 29. Discuss issues together with stakeholders<br />“Multiple people said…” “Several users said…”<br />
  30. 30. How the Design Evolved<br />Failing Early to Get Ahead<br />
  31. 31. How It Works<br />Before and After<br />
  32. 32. ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />
  33. 33. ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />“…I’m not understanding how to start a meeting…<br />“I didn’t realize I could click on How It Works.”<br />“It looks intimidating…”<br />
  34. 34. ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />
  35. 35. ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />
  36. 36. Features<br />Before and After<br />
  37. 37. ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />
  38. 38. ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />“…I’m not understanding which description goes with each image…<br />
  39. 39. ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />“…These numbers are confusing me.”<br />“…I want to know what my attendees will see.”<br />“…I’m not seeing whether I can record my meetings…”<br />
  40. 40. ©2009 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />
  41. 41.
  42. 42. Metrics and Results<br />Performance<br />
  43. 43.
  44. 44. Keeping check on brand adjectives<br />Beginning – 11 testers<br />End – 7 testers<br />Clean 5/11 (46%)<br /> Friendly 2/11 (18%)<br /> Professional 4/11 (36%)<br /> Confusing 2/11 (18%)<br /> Busy 2/11 (18%)<br /> Outdated 1/11 (9%)<br />Clean 6/7 (86%)<br /> Friendly 3/7(43%)<br /> Professional 3/7 (43%)<br /> Confusing 1/7 (14%)<br /> Busy 0/7 (0%)<br /> Outdated 0/7 (0%)<br />
  45. 45. Round 1: 6.7<br />Round 2: 7.0<br />Round 3: 7.3<br />Round 4: 7.5<br />Round 5: 8.5<br />Round 6: 8.7<br />Likelihood to recommend increased<br />
  46. 46. Results<br />Post Launch Metrics<br />
  47. 47. Greater Engagement<br />
  48. 48. Fringe Benefits<br />Three Unexpected Outcomes<br />
  49. 49. It feels more like a start up!<br />-Team member <br />
  50. 50. Applystrategy and findings to other projects<br />
  51. 51. I am reaping the benefits of the GoToMeeting site redesign, and I didn’t even work on it.<br />-UX Designer<br />
  52. 52. Three Takeaways<br />What We Learned<br />
  53. 53. Iterate and Test Frequently<br />Respond Quickly to Feedback<br />
  54. 54. Involve the Whole Team in Testing Process<br />This Empowers Informed Decisions<br />
  55. 55. Deliver Analysis Quickly<br />
  56. 56. Questions?<br />
  57. 57. User-Centered Review Process<br /><ul><li>Iterate and Test Frequently
  58. 58. Involve Everyone in the Process
  59. 59. Deliver Analysis Quickly</li></li></ul><li>Contact Us<br />Jill Christ<br />Jill.Christ@citrix.com<br />@jillchrist<br />Elizabeth Thapliyal<br />Elizabeth.Thapliyal@citrix.com<br />@ethapliyal<br />

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A new approach to the stakeholder review process: learn how to revolutionize the traditional design review process, by grounding projects in user-feedback.

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