CASE STUDY – HOW UX CAN DRIVE THE VISION OF FUTURE PRODUCTS Arttu Niskasaari User Experience Manager Intel Security

@arttuniskasaari

UXPA 2015, Coronado, CA

25th June 2015

Expectations

Product

Business

Case

Changes

3

Network security products – Firewalls and Intrusion Prevention Systems.

15 years of development

Clear need to bring our management software to this century.

Products

Business

$30B in 2015

Grows steadily 6% a year

Main customers are big enterprises, distributed offices and data centers.

Top 5 vendors have 40% of market share.

Saturated market, almost all new customers are replacement sales.

CASE

5

6

Past

2002 2015

Research

7

Project started with user research. We had 20+ interviews in three countries and a web survey to collect quantitative data.

8

Outlines phases of work and the related actions, thoughts, feelings, time on task, task frequency and stress level.

We included business opportunities, risks, and key numbers from the user research findings.

Experience map

Personas

9

Data driven personas backed up by factor analysis of survey data.

Included business goals to the given persona – how each one of them contributes into the growth of our business.

10

Assertions

Together with marketing and product management, the guiding principles were discussed.

They were based on research findings as well as business insights from other functions. They will guide not only UX design, but also architectural design and development.

Example:

“We will help operational staff to make security visible to business decision makers.”

InfographicsMaking the relevant information easy to digest.

Geckoboard - CyfeCustomized sophisticated dashboards

Assertions illustrated with examples

Unmonday wireless speakersExpand from mono to surround by tilting the case.

Nest thermostatLearns your behavior and saves money.

Assertions illustrated with examples

13

Sophistication ≠ Complexity

Equations behind braking system The interface

14

Through series of cross-functional workshops, the high level journeys were outlined.

As always, cross-functional review was arranged and the concept updated according to feedback.

User journey maps

Design

15

We used Design Studio method to bring people from different teams together.

Output was vast amount of design ideas and UI sketches. Our design team took them as a starting point to formulate actual interfaces.

Prototyping

16

For first prototype we used Axure and for the second InVision.

Decision depends on the needs. With Axure we were able to try sophisticated interactions, but with InVision we were able to do things lot faster.

17

Feedback depends a lot from who you ask

“Looks like we are the best in the world in this business.”

“It’s not complete crap.”- Marketing

- Engineering

PROCESS

Requirements Design Development

Make us an icon.

How it used to be

Requirements Design Development

USER EXPERIENCE

How it is now

UX is there from the beginning to help product architects and product management prioritize requirements, facilitate workshops and help with work estimates.

We support development in the design phase so they don’t have to struggle with UI questions alone.

21

Change the requirement content

UX contributed to requirement content to make it easier for designers, developers and QA to use effectively.

Technical specification

Purpose

User stories

Usability requirements

Technical requirements

Exclusions

22

A tool we use to discuss with product architects and PM about where the UX team can help in an optimal way.

Where to focus?

Product 5 step scale for each questionHow big differentiator this feature is from competition? Catching up 1 2 3 4 5 New innovationHow big impact this will have to our revenue? Tiny 1 2 3 4 5 HugeWhat is the priority of the requirement? Proto 1 2 3 4 5 FlagshipBackend vs. Frontend driven requirement? Backend 1 2 3 4 5 FrontendUser              How many users will see or use it? Only few 1 2 3 4 5 Huge crowdWho is the target persona? Klaas 1 2 3 4 5 SakamotoHow well we really know the users’ needs and goals? Crystal clear 1 2 3 4 5 Know what?Experience              How extensive the workflow is expected to be? A checkbox 1 2 3 4 5 ExhaustiveIs it rework / addition or completely new feature or set of features? Addition 1 2 3 4 5 Brand newWhat is the ambition level of the UX & Implementation? Meh 1 2 3 4 5 OMG

Team

23

From one to six in 1,5 years

Kanban to organize our work

One point of contact for project managers and product architects to get help.

Maintain dynamic HTML/CSS style guide for UI widgets development can use to help projects we can’t work with hand in hand.