chi2016 case study: why designers might want to redesign company processes to get to better ux...
TRANSCRIPT
Why Designers Might Want to Redesign Company Processes to Get to Better UX DesignMeghan Ede – SAP AribaGarett Dworman, Ph.D. – VMwareA Case Study for CHI 2016, San Jose
Meghan Ede & Garett Dworman -- presented at CHI 2016
2
PlotThis CASE STUDY……includes information from multiple clients.Like a good fairy tale • It is a good STORY • About everyday PEOPLE encountering a PROBLEM• That they RESOLVE• With SIGNS & TIPS – so you can resolve this problem
yourself!9 May 2016
Meghan Ede & Garett Dworman -- presented at CHI 2016
3
Once Upon a Time…Assignment: Redesign Account Creation screens of an out-dated and hard to use Product Warning Signs: Each of our Attempts to do GOOD DESIGN…Met with Resistance
YEAH!
Oh No!9 May 2016
Meghan Ede & Garett Dworman -- presented at CHI 2016
4
Plot TwistsA Story about UX Design…
… Became a story about Process Redesign
With Warning Signs, like:Design Dead End Ahead
Pointing out a Need for Changeo Creating a new “design culture”
9 May 2016
DESIGN
DEAD END
Meghan Ede & Garett Dworman -- presented at CHI 2016
5
We were asked to Redesign…
Change this:Account Creation
9 May 2016
Meghan Ede & Garett Dworman -- presented at CHI 2016
6
But NOT this… Needed Fixing:• Too many
steps• Outdated UI• Too wordy• Broken
workflow• Manual data
entry• …
DON’T Change this:
On Boarding Flow
9 May 2016
We began to notice the signs…
Meghan Ede & Garett Dworman -- presented at CHI 2016
8
Sign: Screens vs Flows
Redesign THESE SCREENS – and NO others..!
…Asked to design (or redesign) discrete features or single screens, rather than full task flows.
DESIGN
DEAD END
9 May 2016
Meghan Ede & Garett Dworman -- presented at CHI 2016
9
…Products that look like Frankenstein’s monster:“random parts, stuck together”
Sign: Frankenstein’s monster
DESIGN
DEAD END
A sign that redesigning
SCREENS but NOT FLOWS has
become a HABIT.
9 May 2016
Meghan Ede & Garett Dworman -- presented at CHI 2016
10
Sign: Because John said so……When product design decisions are made solely by an influential person in the company -- and these decisions have no rationale, other than that person’s position.
DESIGN
DEAD END
CFO -- CEO -- CIO
I like Vista’s black on black. -- Do that.
9 May 2016
Meghan Ede & Garett Dworman -- presented at CHI 2016
11
Sign: Repeated Flows…When a single activity is repeated multiple times, each using a different look-and-feel.
DESIGN
DEAD END
These steps do nearly the same thing!
9 May 2016
Login Log In: ______
Sign In
Meghan Ede & Garett Dworman -- presented at CHI 2016
12
Sign: No Overview…When a large complex product is built in bits and pieces, with no person or team monitoring the overall impact.
DESIGN
DEAD END
Known by: Sally
Known by: Jerry
Known by: none
9 May 2016
Meghan Ede & Garett Dworman -- presented at CHI 2016
13
Sign: Mystery Rationale…When the story and rationale for a product design cannot be discovered or conflicting stories and rationales are provided.
DESIGN
DEAD END
No one knows why this steps is here.
9 May 2016
Meghan Ede & Garett Dworman -- presented at CHI 2016
14
Looking for the RIGHT path…We floated ideas for UI improvements -- to many people…as much to gauge reactions as to propose actual redesigns.
Result: Negative responses whenever our ideas addressed:
• Overall flow • More than a few screens 9 May 2016
Meghan Ede & Garett Dworman -- presented at CHI 2016
15
Sign: Unreasonable Negative Responses…When all important (or minor) design changes are rejected.
Courtesy: The Monsters’ Monster, Patrick McDonnell
DESIGN
DEAD END
9 May 2016
Our “Big Bad Wolf” – We have a Process problem
No GOOD DESIGN can occur in this environment.
The Wolf we battled…Changing a “Siloed” environment into …a cooperative, innovative one.Using only our Wit (Design Skills)(full details about this battle and success – in the Paper)
Meghan Ede & Garett Dworman -- presented at CHI 2016
18
YOU can be the HERO of the Story!Address the Process problem using your design skills…
… So, you can get back to Design
9 May 2016
Meghan Ede & Garett Dworman -- presented at CHI 2016
19
Battle Overview
Do Research -- understand the root-causes (fix the right problems)Create a Plan -- get feedback (learn and revise)Get a Champion -- If your culture is top-down, find an Exec to “lead” the redesignCreate a Shared Vision – get everyone working towards a common goalDo the work – this won’t happen overnight
9 May 2016
Meghan Ede & Garett Dworman -- presented at CHI 2016
20
The BattleOur Goal: unified and holistic redesign effort for one flow - Onboardingo Uncover and pull together -- all teams / people working on PARTS
of onboardingo Teach New Ways -- design thinking and design skills o Pick holistic sub-projects -- within the Onboarding flowo Create cross-functional work groups – no more “silos”o Keep work groups aligned – central Steering Committee (us, in
disguise)o Get Permission – point to “Exec Champion” as “approval”
9 May 2016
Meghan Ede & Garett Dworman -- presented at CHI 2016
21
Successes…• Moved focus from SCREEN to FLOW• Consensus on “real” problems• Cohesive, innovative, effective Redesign Projects• Cross-functional teams – working together• Support, excitement, and commitment – to start the actual
redesign• Communication across formerly “siloed” teams
9 May 2016
Meghan Ede & Garett Dworman -- presented at CHI 2016
22
Did this work? Hmmm….… In more than 6 months – hadn’t quite gotten to:
redesigning onboarding…
BUT – we now had the right cultural context for redesign to succeed
9 May 2016
TipsIt’s easy to miss a Process problemTry these tips…
(only listing two, rest are in the Paper)
Meghan Ede & Garett Dworman -- presented at CHI 2016
24
Tip: Get off the Computer…to see the WHOLE product or large task flows, you need a LARGE visual area - like a wall
DESIGN
DEAD END
9 May 2016
Meghan Ede & Garett Dworman -- presented at CHI 2016
25
Tip: Talk to many people…many people are involved in getting products “out the door” – try talking to people in many functional areas (PM, Ops, QA, business, sales…)
DESIGN
DEAD END
9 May 2016
Meghan Ede & Garett Dworman -- presented at CHI 2016
26
Takeaways:UX is …More than the sum of UI screens
Product lifecycle Complete Flows
…Created by more people than just the UI designers Business decisions on features to create, maintain, and evolve“Ownership” of products and decisionsTeam interactions and communications -- across many company functionsDevelopment resources (and how they are used)
9 May 2016
Meghan Ede & Garett Dworman -- presented at CHI 2016
27
See alsoConference & Paper Details
ACM SIGCHI Conference, 2016https://chi2016.acm.org/wp/CHI 2016 Extended Abstracts – Citation and link to Full Paperhttp://dl.acm.org/citation.cfm?id=2851609&CFID=784556388&CFTOKEN=51669932Full Paper (PDF) – direct linkhttp://delivery.acm.org/10.1145/2860000/2851609/ea840-ede.pdf?ip=108.202.177.246&id=2851609&acc=OPEN&key=4D4702B0C3E38B35%2E4D4702B0C3E38B35%2E4D4702B0C3E38B35%2E6D218144511F3437&CFID=784556388&CFTOKEN=51669932&__acm__=1463070644_f1c8b740963ee294901d69bc4d30f505Slidesharehttp://www.slideshare.net/meghanede/chi-2016-redesigning-company-processes-to-get-to-better-ux-design
Authors:Meghan Ede: https://www.linkedin.com/in/meghanedeGarett Dworman: https://www.linkedin.com/in/dworman
9 May 2016