1 © User Centric, Inc., May 2012 May 30, 2012
PRESENTERS: MODERATOR: #uxlunch
2 © User Centric, Inc., May 2012
3 © User Centric, Inc., May 2012
Who We Are
The Webinars
Today’s Topic
What We Do
4 © User Centric, Inc., May 2012
Who We Are
The Webinars
Today’s Topic
What We Do
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5 © User Centric, Inc., May 2012
Who We Are
The Webinars
Today’s Topic
What We Do •
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6 © User Centric, Inc., May 2012
Who We Are
The Webinars
Today’s Topic
What We Do •
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7 © User Centric, Inc., May 2012
8 © User Centric, Inc., May 2012
Effective
Satisfied
Efficient •
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9 © User Centric, Inc., May 2012
Effective
Satisfied
Efficient •
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10 © User Centric, Inc., May 2012
Effective
Satisfied
Efficient •
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13 © User Centric, Inc., May 2012
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19 © User Centric, Inc., May 2012
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Overview
Iterative Design
Implementation
Post-Launch
Discovery •
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21 © User Centric, Inc., May 2012
Overview
Iterative Design
Implementation
Post-Launch
Discovery
22 © User Centric, Inc., May 2012
Overview
Iterative Design
Implementation
Post-Launch
Discovery •
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23 © User Centric, Inc., May 2012
Overview
Iterative Design
Implementation
Post-Launch
Discovery •
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24 © User Centric, Inc., May 2012
Overview
Iterative Design
Implementation
Post-Launch
Discovery •
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25 © User Centric, Inc., May 2012
Overview
Iterative Design
Implementation
Post-Launch
Discovery •
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26 © User Centric, Inc., May 2012
27 © User Centric, Inc., May 2012
Task Prioritization
UI Hierarchy
Info Hierarchy
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Task Prioritization
UI Hierarchy
Info Hierarchy •
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29 © User Centric, Inc., May 2012
Task Prioritization
UI Hierarchy
Info Hierarchy
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30 © User Centric, Inc., May 2012
Task Prioritization
UI Hierarchy
Info Hierarchy •
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31 © User Centric, Inc., May 2012
Task Prioritization
UI Hierarchy
Info Hierarchy
32 © User Centric, Inc., May 2012
Task Prioritization
UI Hierarchy
Info Hierarchy
Global
Team / Queue
Agent
Contact
Customer
Topic & Task
General
Information
Status
Alerts
Tasks
At each level, define:
33 © User Centric, Inc., May 2012
Task Prioritization
UI Hierarchy
Info Hierarchy
34 © User Centric, Inc., May 2012
35 © User Centric, Inc., May 2012
Global Scope
Agent Scope
Contact Scope
Customer Scope
Team Scope
Topic & Task Scope
General Scope
36 © User Centric, Inc., May 2012
Global Scope
Agent Scope
Contact Scope
Customer Scope
Team Scope
Topic & Task Scope
General Scope
Global
Link
Link
Link
Team
Link
Link
My Links
Link
Link
Customize Links
Global Link
Global Link
Global Link
Team Link
Team Link
Team Link
37 © User Centric, Inc., May 2012
Global Scope
Agent Scope
Contact Scope
Customer Scope
Team Scope
Topic & Task Scope
General Scope
38 © User Centric, Inc., May 2012
Global Scope
Agent Scope
Contact Scope
Customer Scope
Team Scope
Topic & Task Scope
General Scope
39 © User Centric, Inc., May 2012
Global Scope
Agent Scope
Contact Scope
Customer Scope
Team Scope
Topic & Task Scope
General Scope
40 © User Centric, Inc., May 2012
Global Scope
Agent Scope
Contact Scope
Customer Scope
Team Scope
Topic & Task Scope
General Scope
41 © User Centric, Inc., May 2012
Global Scope
Agent Scope
Contact Scope
Customer Scope
Team Scope
Topic & Task Scope
General Scope
42 © User Centric, Inc., May 2012
Global Scope
Agent Scope
Contact Scope
Customer Scope
Team Scope
Topic & Task Scope
General Scope
43 © User Centric, Inc., May 2012
Global Scope
Agent Scope
Contact Scope
Customer Scope
Team Scope
Topic & Task Scope
General Scope
44 © User Centric, Inc., May 2012
Global Scope
Agent Scope
Contact Scope
Customer Scope
Team Scope
Topic & Task Scope
General Scope
45 © User Centric, Inc., May 2012
Global Scope
Agent Scope
Contact Scope
Customer Scope
Team Scope
Topic & Task Scope
General Scope
Status description
Status description
Status description
46 © User Centric, Inc., May 2012
Global Scope
Agent Scope
Contact Scope
Customer Scope
Team Scope
Topic & Task Scope
General Scope
47 © User Centric, Inc., May 2012
Global Scope
Agent Scope
Contact Scope
Customer Scope
Team Scope
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Topic & Task Scope
General Scope
48 © User Centric, Inc., May 2012
Global Scope
Agent Scope
Contact Scope
Customer Scope
Team Scope
Topic & Task Scope
General Scope
49 © User Centric, Inc., May 2012
Global Scope
Agent Scope
Contact Scope
Customer Scope
Team Scope
Topic & Task Scope
General Scope
50 © User Centric, Inc., May 2012
51 © User Centric, Inc., May 2012
Design for Frequency of Use
Consider All Major User Groups
Involve Dev and Design Early
Define Vision and Interim Releases
Work Closely with Users Early & Often
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52 © User Centric, Inc., May 2012
Design for Frequency of Use
Consider All Major User Groups
Involve Dev and Design Early
Define Vision and Interim Releases
Work Closely with Users Early & Often
53 © User Centric, Inc., May 2012
Design for Frequency of Use
Consider All Major User Groups
Involve Dev and Design Early
Define Vision and Interim Releases
Work Closely with Users Early & Often
54 © User Centric, Inc., May 2012
Design for Frequency of Use
Consider All Major User Groups
Involve Dev and Design Early
Define Vision and Interim Releases
Work Closely with Users Early & Often
55 © User Centric, Inc., May 2012
Design for Frequency of Use
Consider All Major User Groups
Involve Dev and Design Early
Define Vision and Interim Releases
Work Closely with Users Early & Often
56 © User Centric, Inc., May 2012
Design for Frequency of Use
Consider All Major User Groups
Involve Dev and Design Early
Define Vision and Interim Releases
Work Closely with Users Early & Often
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57 © User Centric, Inc., May 2012
Design for Frequency of Use
Consider All Major User Groups
Involve Dev and Design Early
Define Vision and Interim Releases
Work Closely with Users Early & Often
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58 © User Centric, Inc., May 2012
Design for Frequency of Use
Consider All Major User Groups
Involve Dev and Design Early
Define Vision and Interim Releases
Work Closely with Users Early & Often •
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59 © User Centric, Inc., May 2012
60 © User Centric, Inc., May 2012
Past Webinars
White Paper
Upcoming •
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61 © User Centric, Inc., May 2012
Past Webinars
White Paper
Upcoming •
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62 © User Centric, Inc., May 2012
Past Webinars
White Paper
Upcoming •
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63 © User Centric, Inc., May 2012
Past Webinars
White Paper
Upcoming •
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64 © User Centric, Inc., May 2012
Past Webinars
White Paper
Upcoming
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65 © User Centric, Inc., May 2012
Past Webinars
White Paper
Upcoming •
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66 © User Centric, Inc., May 2012
Past Webinars
White Paper
Upcoming •
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67 © User Centric, Inc., May 2012
Past Webinars
White Paper
Upcoming
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68 © User Centric, Inc., May 2012 May 30, 2012
PRESENTERS: #uxlunch