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Practicing Human Centered Design at Emerson

Jay Elkerton

Director of Human Centered Design

[File Name or Event] Emerson Confidential 27-Jun-01, Slide 2

Agenda

• Introduction

• Goals of Human Centered Design (HCD)

• Overview of Human Centered Design Methods

• Method Sets for Core Design Practices

− Stakeholder Maps and Personas

− Heuristic Usability Evaluation

− Rapid Development and Iterative Product Testing

• Human Centered Design in Product Development

• Summary

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Our Team and Partners

Jay Elkerton, HCD Director

James Reger, HCD Strategist

John Allwein, Mobile and Content Strategist

Christina Koffskey, HCD Analyst

Duane Toavs, Director – Human Centered Design Institute

Pete Maher, COO

Chris Pacione, CEO

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Our Goals and Tactics

Develop awareness, compression and practice of human centered design across all businesses

Central mentoring staff

World-class training program

Core design practices

Strategic projects

HCD lead development in businesses

Design partners

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Our Approach

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Our Approach

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Our Approach

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Our Approach

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Our Approach

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Our Approach

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Building on Success – Emerson Process Device Dashboards

Before

After

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Consistent Dashboards for Emerson Process Devices

• Similar user experience regardless of protocol or device

• At-a-glance device status displays

• Gauges for process monitoring

• Single click access to troubleshoot and resolve problems

100+ available

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Our Design Practice Framework

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Our Design Practices Method set used for researching and understanding the process management customer environment

Method set used for reviewing process management applications

Method set used for improving products through rapid development and iterative user testing

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Research-based Stakeholder Maps and Personas

A sequence of methods to develop,

document, and share a deep

understanding of customer users, tasks

and environment

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Use of Stakeholder Maps and Personas

• Stakeholder maps and personas used extensively in product development

• Available on HCD websites and project areas

• Used as part of other method sets

Heuristic evaluation

Rapid development and product testing

• Continuing to be managed and developed

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Heuristic Usability Evaluation

A sequence of methods to quickly

inspect and prioritize usability

opportunities from user and task

perspectives using heuristic principles

(rules of thumb)

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Emerson Usability Heuristics

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Inspection Process

Heuristic evaluation is employed strategically to

engage in cross-business unit human centered

design review using a network of trained inspectors

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Focus on Users and Tasks

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Tools and Templates for Usability Review

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Example Detailed Results

Resnick, M.L., Elkerton, J., Maher, P., Pastel, R., Rodriguez A., and Kelley, J.

(2013). Triangulation of multiple human factors methods in user experience

design and evaluation. In Proceedings of the Human Factors and

Ergonomics Society 56th Annual Meeting. Santa Monica, CA: Human Factors

and Ergonomics Society.

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Methods to Summarize and Prioritize

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Use of Heuristic Usability Review

• Conducted on over 50 products

• Heuristic evaluation workshops offered to train inspectors world-wide

• Over 50 inspectors have been trained and perform product inspections

• 8-10 reviews conducted yearly

• Reviews are an early entry point for other HCD methods

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Rapid Development and Product Testing

A sequence of methods to rapidly

develop and evaluate products with

iterative user feedback

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Rapid Development and Product Testing

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Workshop Agenda

INTRODUCTION

o Opening Remarks

o Introductions

o Workshop Overview

______________________________ PART 1:

PLANNING & RUNNING A USABILITY TEST

o Usability Testing Demonstration

o Usability Testing Deep-dive

o Usability Testing Exercise

_______________________________ PART 2:

GETTING FROM FINDINGS TO INSIGHTS

o Affinity Clustering

o Importance/Difficulty Matrix

o Report of Findings

Day 1 PART 3:

RAPIDLY ENVISIONING POSSIBLE

SOLUTIONS

o Thumbnail Sketching

o Storyboarding

o Rough & Ready Prototyping

____________________________ PART 4:

GETTING FROM FINDINGS TO INSIGHTS

(ALTERNATIVE PATH)

o Usability Testing

o Rose, Bud, Thorn

o Affinity Clustering

Day 2

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Use of Rapid Development and Product Testing

• Workshop conducted 3 times world wide

• 4 business units have adopted the core practice

• Approach showcased at our Emerson User Exchange

− 3 years running: Americas and Europe

− Over 25 products tested in various phases of development: paper to final product

− 200+ customers provided feedback

− Business units design products, help run tests, and analyze results

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Human Centered Design in Product Development

• New product development

− Stage/gate process - 8 phases, 7 gates

− Market research to product release

• Human centered design deliverables for 4 phase and gates from idea generation to development:

− Human centered design lead

− Human centered design plan

− User identification and description

− Task and scenario identification and description

− Prototype development

− Usability review and/or usability testing

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Human Centered Design Project Checkups A practice and worksheet to assess the Human Centered Design for projects:

• Licensed from MAYA Design

• 90 minute checkups conducted by Human Centered Design Institute staff

• Performed repeatedly to check and prescribe a Human Centered Design plan

• Used to help meet requirements of New product development with HCD

• Identifies strengths and opportunities for method user (e.g., personas, heuristic inspections, usability testing)

• Performed quarterly

Focuses on:

• HCD lead, team and plan

• Understanding users and tasks

• Supporting development of prototypes for review and testing

Human Centered Design (HCD) Checkup Worksheet

9 Business Units, 14 Projects

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Summary

Very active human centered design community

– Executive and management support

– 500+ people trained across business units

– Training continues with Emerson certified instructors

– HCD leads and inspectors active in business units

– Monthly community forum

Growth areas

– Customer engagement

– Greater design involvement

– Metrics and business case success stories

– Online tools

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Thank you

Questions?

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Thank you

Questions?