visma fernberg helsinki2012

feature driven development vS user centered design

-The history of visma

- How different is it?

- How is UCD done?

- What are the benefits?

Fredrik Fernberg Corporate Design & HCI Manager, Visma

M.Sc, Cogntive psychology

twitter: @FredrikFernberg, fredrik.fernberg@visma.com, blog.visma.com

Visma ASCorporate

Communication

7

Software

21

Retail

0

Services

0

Commerce

1

Consulting

21

5000 employees.

Very engineering centric.

Legacy accounting software.

In-house UX - 50 persons.

Feature driven = sell more short term

User centered = better UX

= long term sales & relations

How different is it?

It is very different...

1. UCD is not a feature on the list

2. UCD does not come a the end

3. UCD is nothing decided by top management but supported

4. UCD demands a definition, process and organization

5. UCD is neither waterfall nor agile

...

It is like night and day...which makes it challenging...

Result from Feature driven

Result from Feature driven

Result from Feature driven

Result from Feature driven

Result from USER CENTERED DESIGN

Result from USER CENTERED DESIGN

Result from USER CENTERED DESIGN

“Perfection is achieved, not when there is nothing more to add, but when there is nothing left to take away”(Antoine de Saint

Exupery)

Result from USER CENTERED DESIGN

1. Efficiency & effectiveness for customers

2. Happier and loyal customers

3. Prouder and loyal employees

4. Faster development and deployment

5. Less support and training

etc...

=

More revenue

How IS it DOnE?

We need a definition of good UX

We need a process

We need people

Vismas Definition oF good UX

why standards?

why standards?

Interface standards

Lacks readability amongst many other things...

Interface standards

Lacks alignment, padding, consistency etc

Interface standards

Lacks affordance and predictability

Interface standards

user centered design process

interface dynamics

interface dynamics

interface dynamics

interface dynamics

1. It’s captivating.2. It empowers the user.

3. Adaptable to user needs.

4. Used the right way increase efficiency and assist the user understanding the interface better.

Aesthetics

1. The important first impression

2. The Form should empower the Functionality

3. Design should intrigue and entice

4. Design should be felt not seen

Aesthetics

Visma Opic login screen before:

Aesthetics

Visma Opic login screen after:

Aesthetics

Visma Accountview Go -

before & after...

Aesthetics

Visma Opic before:

Aesthetics

Visma Opic before:

Aesthetics

Visma Mamut Service Suite -

before & after...

Aesthetics

Visma Mamut Service Suite -

before & after...

Vismas Definition of good uX

interface dynamics

A Visma application following the UX-pyramid

How IS it DOnE?

The idea is never better

than how it is executed.

To execute

we need people.

How IS it DOnE?

1. Recruit the right personnel

2. Establish ambassadors

3. Training, training and training

create knowledge & understanding - not information

4. Establish guidelines & standards

5. Success stories (show by example)

6. Perform Reviews

7. Promote performance

How IS it DOnE?

I hear and I forget.

I see and I remember.

I do and I understand.

(Confucius)

what are the benefits?

Two examples:

Visma Avendo - accounting system

Visma Enterprise - accounting platform

Visma avendo - accounting system

Visma avendo - accounting system

How much will the product be improved with a new user interface and a new interaction method?Retrieve quantifiable goals for the HCI-work:• How much time will be saved?• How many mouse clicks will be saved?• How many keyboard strokes will be saved?• How much better will the user experience be? • How will the support be affected?

Screenshots Avendo 4.2 - sales module

Major disadvantage:

6 different windows/lists to search for the information in

Screenshots Avendo 5.0 (PROTOTYPE)

Major change:

1 window to search for the information in

Results

Mouse clicks: Users used only 58% mouse clicks with the prototype (5.0) compared to 4.2.

Keyboard strokes: Users used only 68% keyboard strokes with the prototype (5.0) compared to 4.2.

Results

Time: Users used only 61% of the time with the prototype (5.0) compared to 4.2.

Staggering result: Novice users performed better with the prototype (5.0) than experienced users used with the old application!

Results

UX: None of the users were negative against the prototype, all users meant it was an improvement. Even the one user who spent more time in 5.0 than in 4.2

Support: We had to help 7 of the 12 users in 4.2, since they got stuck and couldn’t proceed in the scenario. None of the users got stuck in 5.0 – all could complete the scenario without any help. - 4.2 = 7 support errands - 5.0 = 0 support errands

Visma Unique - Enterprise platform

80%

20%

Visma Enterprise - accounting platform

Visma Enterprise - accounting platform

Visma Enterprise - Re-brand platform

Visma Enterprise - Re-brand platform

Visma Enterprise - Re-brand platform

Visma Enterprise - Re-brand platform

Results

External effects: Customers saw the obvious improvements. But most importantly affected by the proud Visma personnel.

Internal effects: Personnel became very enthusiastic & expressed pride.

Bottom line: Budgeted sales went from 32 systems to 71 systems (after the change).

This unit has gone from 1 UX-person to 6 UX-persons in two years. Top management has understood that this is where the money is and invest most in this part of the development.

Vismas Definition of good uX

Device with low ux

Engineering

UCD/Usability

Design

Device with high ux

Kiitos!

Fredrik Fernberg Corporate Design & HCI Manager, Visma

M.Sc, Cogntive psychology

twitter: @FredrikFernberg, fredrik.fernberg@visma.com, blog.visma.com