ux strat 2013: susan rice, building the ux center of excellence at vistaprint

Building the UX Center of Excellence

Susan C. Rice

Agenda

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•  Who We Are •  UX Center of Excellence •  UX Strategy •  Key Learnings

Who We Are

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Vistaprint N.V. (Nasdaq: VPRT)

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We empower more than 15 million micro businesses and consumers annually to make an impression with affordable, professional products and services.

Company Facts

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> 1 billion dollar company > 4,100 employees worldwide 25 localized websites 13 offices 3 state of the art manufacturing facilities

UX Center of Excellence

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? ?

?

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“Considered”

It all starts with a team…

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Vision: Creating a holistic, unified experience for Vistaprint customers

VISION

Introducing the Center of Excellence

A team of subject matter experts that define and promote best practices and processes around a specific focus area to maximize business results.

How?

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Customer Commitments

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We focus on delighting our customers by creating an effortless enjoyable experience based on user centered design, customer research, and iterative improvements.

UX Strategy

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1992 2008 2013

123 yrs combined experience Lexington & Barcelona

Skills & Expertise wireframes visual

design heuristic

evaluation usability testing

information architecture competitive analysis user experience

field studies interaction design user stories contextual inquiry

web analytics

user research

card sorting eCommerce

personas site maps

user mapping

prototyping

survey

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Key Learnings

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“You have to unlearn the habit of waiting to be told what comes next…” Penelope Trunk, Co-Founder of Brazen Careerist

Don’t make assumptions

Ask questions

Build coalitions

Be creative

Make connections

Show business value

Thank You.

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Susan Rice leads Global User Experience Design at Vistaprint (VPRT). In 2011, she influenced executive leadership to reorganize a distributed UX team – creating the UX Center of Excellence. Since then, she’s doubled the size of the team – enabling greater UX input and strategy into all aspects of the project lifecycle. srice@vistaprint.com www.linkedin.com/in/susanriceux/

Special thanks to Rich Buttiglieri for sharing his work on the UX Maturity Model.