ucd14 talk - karl smith - enterprise user experience

© 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 1 © 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL

Enterprise User Experience the current situation

© 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 2

EC

Experience through infrastructure, logic,

data, interface at program level

ux / ui A LOSS OF FOCUS

HOW IT WORKS

HOW IT WORKS

HOW IT LOOKS

WHAT IT DOES

UI

Visual interface design, page level interactions

at interface level

IxD Interactions through

logic, data, interface at product level

IA – UX Experience through infrastructure, logic,

data, interface at program level


EXPERIENCE CONSULTANCY UX DESIGN INTERACTION DESIGN

NOW FOR THOSE WHO CAN

engages with systems and services

Governance

Critical Thinking

KIM = Service Design

CS = Integration

QR1 = CX

QR2 = UX Research

Innovation and Interaction

+ + + + + +

+

people as a commodity LIMITING INFLUENCE

IA = UX ARCHITECTURE

HOW IT WORKS

HOW IT WORKS

HOW IT LOOKS

WHAT IT DOES

5 YEARS AGO

engages with UI

Personas

User Journeys

Low Fidelity Wireframes

Visual Design

Interactive Models

Asset Libraries

+ + + + +

+

10 YEARS AGO

engages where invited

Qualitative Research / Audits

Personas / Scenarios

User Journeys / Task Flows

Site Maps / Key Wireframes

Functional Specification

Usability & Experience Testing

Feedback Loop

+ + + + + +

+ Governance

Critical Thinking

Key Interaction Model

Core Standards

Quantitative Research

Qualitative Research

Productization and Interaction

+ + + +

15 YEARS AGO


+ + +


people as a commodity REDUCING PEOPLE TO NUMBERS THOURGH OUTPUTS

EXPERIENCE CONSULTANCY UX DESIGN INTERACTION DESIGN

NOW FOR THOSE WHO CAN


Combined Project Requirements

Program Standards and KM

Service Model

Research Reports & Films

Audience Definitions

Research Reports


+ + + + + +

+

IA = UX ARCHITECTURE

HOW IT WORKS

HOW IT WORKS

HOW IT LOOKS

WHAT IT DOES

5 YEARS AGO

engages with UI

Personas / User Journeys

Visual Design

Interactive Models

+ +

+

10 YEARS AGO

engages where invited

Research Report

Personas / User Journeys

Wireframes

Functional Specification

Testing Reports

+ + + +

+ UCD Business Requirements

UCD Customer Requirements

Business Process Map

Legacy System Map

Risks and Opportunities

Master Plan


+ + + +

15 YEARS AGO


+ + +


global availability of resources ONSHORE, NEAR SHORE, OFFSHORE


corporate consultancy models BUILDING UX SCALE IN GLOBAL MARKETPLACE

BACKFILL WITH UNSKILLED

BACKFILL WITH GENRALISTS

SEMI-SKILLED

SKILLED

COMPANY


Enterprise UCD building from the framework


strategy

design

technology

by bringing capabilities AT THE CONVERGENCE OF


interaction

integration

insight

strategy

design

technology

by focusing on ON THE BITS THAT MATTER


with solutions and services THAT LEAD TO DIGITAL INNOVATIONS

digital maturity assessment

digital strategy

digital organisation

design

service design

user centred design

innovation

digital platforms & solutions

digital architecture &

customer journey engineering

digitized shared services &

optimisation

interaction design

customer journey design


UCD Design Thinking


“lets not; just, make things

change, lets make things

better” !WIPRO DIGITAL


design is not just different


design is better THINKING, BEHAVIOUR, INVENTION, GOVERNANCE


design thinking reduces risk, increases adoption.

© 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 16 9

UNIQUE PERSPECTIVES, UNIQUE OPPERTUNITIES,

UNIQUE PEOPLE

LEARNING FROM THE PAST AND PRESENT,

BUILDING THE FUTURE

TAKING RISKS EARLY TO AVOID

RISKS LATER

design thinking = better =

rapid smarter people


CHANGES THE RULES AND

JUMPS AHEAD

DISRUPTIVE, ENGAGING, VIRAL,

AGGRESSIVE CHANGE

FOR CUSTOMERS, FOR BUSINESS, FOR SOCIETY,

FOR THE FUTURE


benefits dramatic win


ENTREPRENEURS , MARKETERS, CREATIVE

SCIENTISTS, DESIGNERS

CHANGE FROM, CHANGE TO, CHANGE FOR, CHANGES TO BECOME XX

DO IT RIGHT ONCE AND IT WORKS


value measure experts


TO MAKE BETTER, A DESIGN STANDARD

think big

Refine Requirement

Create UX / Visual Concepts

Create UX / Visual Designs

Combine UX / Visual into Models

+ + + +

DIGITAL EXCELLENCE

Target Audience

Voice of the Customer

Design Process

Style Guides

Assets

+ + + +

+ Governance

Design Thinking

Service Design

Core Standards

+ + + +

EVOLVE EVOLVE EVOLVE

DIGITAL MANAGEMENT DIGITAL BUSINESS

program

project enterprise

REFINE KNOWLEDGE

REFINE KNOWLEDGE


TO MAKE BETTER, A REAL OPTION

think process

User stories

User ecosystem

User workflow

Holistic Customer Journeys

Mood board

Information audit

Market research

refine REQUIREMENTS

Experience framework

Phased thinking

Brand values

Visual thematics

Show and tell

User journeys

Map paths

Contextual support points

Information architecture

Show and tell

Interactive library

Logical ergonomics

Style guides

Asset index

Show and tell / socialization

model INTERACTIVE WIREFRAMES

Interactions (wireframes or

models)

Assets

Customer Experience

Deviations

deliver INTO BACKLOG / REVIEW

design STATIC WIREFRAMES

concept SKETCHES


think people

design studio

Digital Visual Designer

Digital Content Author

Creative Technologist

Digital Producer

TO MAKE BETTER, A CONSTANT BEHAVIOR

Experience Consultant

Studio Director

425 Roles Available

London NYC

Bay Area Bombay

Bangalore plus other countries!


thank you WE WELCOME YOUR COMMENTS & FEEDBACK

wiprodigital.com

K A R L S M I T H PARTNER, GLOBAL HEAD OF DESIGN

Wipro Digital [email protected]