Human experience framework details who what how why
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Detailed Human experience framework including: Who, what how, why, and prerequisites for all stages of initiatives: Annual operating planning, scoping consult, preprogram, during program and post program
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Human experience framework details who what how why
- 1. HUMAN EXPERIENCE FRAMEWORK WHO, WHAT, WHY, HOW, PREREQUISITE DETAILS AUTHOR: SHARON DON 20.11.2012 CommunNovate.net 2013
- 2. WHY HAVE A HEX FRAMEWORK? 2 • Put the human experience on the agenda of Brand strategy • The purpose is to drive Brands to continually think and improve the quality of experience a person has when interacting with the Brand. • Make Brands aware of the importance of providing meaningful, pleasurable, convenient interactions. • Start every program with the “human experience”. • HEX is implemented by the program team and all stakeholders. • HEX includes a variety of tools to be used pre, during and post program. • Each program will customise, find their appropriate level and tailor their own HEX activities to focus on delivering what is most valuable. CommunNovate.net 2013
- 3. ANNUAL OPERATIONAL PLANNING / AD HOC CONSULTS 3 What Why Pre -requisite How (e.g.) Who HEX Applicability HEX Impact Assessment Calculate HEX impact on programs. (Low/ Medium/ High/ Critical) Confirm resources required. Confirm resource skill sets required Confirm artefacts and estimated durations to be delivered. • AOP Consults • Ad Hoc Consults • Hex heat map • BA Resource guidelines (Template TBD) • BA/UX Manager • BA/UX CoE Mandatory Mandatory Mandatory Mandatory High HEX Critical HEX Low HEX Medium HEX CommunNovate.net 2013
- 4. PRE PROGRAM 4 What Why Pre - requisite How (e.g.) Who HEX Applicability Vision Tree/ Scope Statement (Template in Appendix) Understand objectives and boundaries. • Pre program • Benchmarking • Brainstorming • Focus Groups • Root Cause Analysis • Problem/ Service definition • Market segments • Demographic research / insights • Brand research • Business Owner – Accountable • Business Analyst/UX – Responsible • Customer Experience - Contribute • Programs Stakeholders - Contribute Persona (Template in Appendix) Understand impacted people, their background, needs, wishes, capabilities, skills, limits and constraints • Pre program • Based on customer segmentation • User Profiles • Field studies • Contextual inquiries • Customer insights • Business Owner – Accountable • Business Analyst/UX – Responsible • Programs Stakeholders – Contribute • Customer Experience - Contribute Mandatory Mandatory Mandatory Mandatory Mandatory Mandatory Optional Optional High HEX Critical HEX Low HEX Medium HEX High HEX Critical HEX Low HEX Medium HEX CommunNovate.net 2013
- 5. PRE PROGRAM CONTINUED 5 What Why Pre -requisite How (e.g.) Who HEX Applicability User Stories (Template in Appendix ) Understand person’s environment, physical and sociological needs when performing the task • Pre program • Defined vision statement • Defined personas • Interviews • Observation • User feedback • Field Studies • Customer Insights • Business Owner – Accountable • Business Analyst/UX – Responsible • Programs Stakeholders – Contribute • Customer Experience – Contribute Mandatory Mandatory Optional Optional High HEX Critical HEX Low HEX Medium HEX CommunNovate.net 2013
- 6. PRE PROGRAM CONTINUED 6 What Why When How (e.g.) Who HEX Applicability HEX Recommendation (Template TBD) What are the implications of NOT implementing HEX in the program? What are the options for implementing HEX ? In house? Outsource? Vendor? Provide HEX brief to vendor if outsourcing (if applicable) • Pre program • Defined vision statement • Defined personas • Defined Scenario’s • Vendor Assessment • Decision Analysis • Feasibility Study • Stakeholder concerns • Requirements estimation / prioritisation • Business Owner – Accountable and Responsible • BA/UX - Contribute Mandatory Mandatory Optional Optional High HEX Critical HEX Low HEX Medium HEX CommunNovate.net 2013
- 7. PROGRAM 7 What Why Pre -requisite How (e.g.) Who HEX Applicability Requirements / Use Cases Analyse, verify and provide lower level details for vision, scope, user stories. (requirements to include where applicable: User journey navigation, brand alignment/ compliance, user guide requirements) • User stories defined • Stakeholder lists, roles and responsibilities defined. • Based on user stories • Requirements workshops • Focus groups • Survey / questionnaires • Prioritisation • Business Analyst/UX • Core Team • Program Stakeholders HEX PULSE CHECK (User Centred Design Testing) (Template TBD) Checkpoint - Can goals be achieved with effectiveness, efficiency, and satisfaction in a specified context of use? • As often as required. • Post it notes / Pen and paper • Walkthroughs • Demonstrations • Conceptual modelling • Think Aloud testing • Session recording • A B Testing • Card Sorting • Surveys • Business Analyst/UX • Core Team • Program Stakeholders • REAL USERS Mandatory Mandatory Mandatory Mandatory Mandatory Mandatory Optional Optional High HEX Critical HEX Low HEX Medium HEX High HEX Critical HEX Low HEX Medium HEX CommunNovate.net 2013
- 8. PROGRAM CONTINUED… 8 What Why Pre -requisite How (e.g.) Who HEX Applicability Business Acceptance Criteria for BRT (Template TBD) Add HEX criteria for BRT • Vision Tree • Use cases • Add business acceptance test objectives based on vision tree • Business Analyst/UX • Core Team • Program Stakeholders Mandatory Mandatory Mandatory Mandatory High HEX Critical HEX Low HEX Medium HEX CommunNovate.net 2013
- 9. POST PROGRAM 9 What Why Pre -requisite How (e.g.) Who HEX Applicability Hex Review Did we achieve positive human experience ? • Post Launch • Interviews • Observation • User feedback • Field Studies • REAL PEOPLE • Program stakeholders • BA/UX CoE • Customer Experience Mandatory Mandatory Mandatory Mandatory High HEX Critical HEX Low HEX Medium HEX CommunNovate.net 2013
- 10. LEARN MORE ABOUT HUMAN CENTRED DESIGN-THINKING A Human centred Design approach maximizes customer value. • Strategy Definition • Customer Insights , Customer/User Experience strategy • Target Customer/User & Channels • Value Propositions, Prioritization & Planning • Collaboration & Agility: Visioning for Value, Personnas, User Stories/Use cases, Information Architecture, Prototyping, Testing, Iteration, Production • Business Process Design & Organisational Structure • Feedback & Analysis • Contact Sharon Don @ CommunNovate.net to learn more about Human centred, Design Thinking approaches to Innovation and Transformation CommunNovate.net 2013