ux policy primax
TRANSCRIPT
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使用者經驗設計策略實行
執行用戶經驗設計管理政策對產品開發的影響
Sean Chiu
UX team, Primax Electronics LTD
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Questions
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Primax User eXperience Team
• 2007 團隊成立, Usability Lab 完成設置
• 重點工作~2009年大部份為Usability Tests
• 2009~ 加入Interaction Design, 並將工作項目一直往UCD lifecycle 前面移動
• 2011 年計劃加深UX 對企業策略的影響
• 2012 年正式執行UX流程政與管理
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4
Product Experience - Input and output devices, Wireless storage device, Set top box,
Websites, Desktop software, Mobile Apps-
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Understand the situation
Don Norman's argument during a past CHI conference that UX personnel must strive to be treated as peers rather than resources.
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S
O
W
T
• Only being a shop front
• Weak business insight
• Usability usually is a lag indicator
• No significant design credit
• Mature usability practice
• Accumulated diversified product
UX knowledge
• Proactive characteristic
• Deliverables templates ready
• Strong top-management support
• Deep relationship with some business
key members
• Strong usability service credits
• Awareness from our customers
• Lack of business strategic influence
• Lack of financial measurement
• No regular activities with BUs
• Can’t reach OEM projects
• No gating and usability assurance power
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Primax UX Maturity
http://johnnyholland.org
Primax UX position
2011
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Project-Based Practice
8
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UX/Product Process Alignment
9
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Mission
• UX team is empowered to drive important product and business decisions.
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Organization influence
• Irrelevant
Corporate
BU
RD
BU
RD UX
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• Weak insight & integration power
Organization influence
Corporate
Design Center/Marketing
UID ID VC (GUI)
BU
RD
UX
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Organization influence
• Responsive, but ad-hoc
Corporate
UX
UID Usability User
research
BU
RD
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• Genetically unavoidable
Organization influence
Corporate
UID Usability User
research BU
RD
UX
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Get real & Get going
• UX governance (regulation for alignment)
– UX framework (Process, Criteria, gating documents)
– UX ROI metrics
– UX tools, methods & deliverables
• Organization Re-Engineering
– Identify change agents to serve
– New team structure and R&R
– Set up both regularly and occasionally communication meetings and educational training session.
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• When you don’t have enough strategy influence yet, you do not create a new regulation
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What regulation we can leverage?
• Manufacturing Process Management System
– Product Development Process
– Project management Process
– Material supplies management
– Financial & logistic system
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New Process Design
• Identify gating point, timing and gating documents format.
• Reform UX process and creating necessary documents that are suitable and can be managed on MPMS.
• Create criteria for product whether entering UX process.
• Re-implement MPMS and place UX management templates for stakeholders.
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Primax UX SOP
PDM Project Register
UX Service needs assessment
UX Project kick- off
Need UX service?
End
UX Project Planning
RD Flow (PDM) Alignment
Execution
End
No
Yes
1. Product development management
(PDM) project register should co-sign
with UX representative (UL)
2. UX team assesses the needs of
usability study according to product
types and its nature.
3. Design Study/Test plan for the
project
4. Execution the plan during PDM life
cycle
1 2
3
4
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Current PDM flow
PPM
(Project Planning Module)
Project Register
(PR phase)
Detail Design
(DD Phase)
Engineering
Verification
(EVT Phase)
Project
Start
(PS phase)
Preliminary
Design
(PD Phase)
Design
Verification
(DVT Phase)
Mass-production
Verification
(MVT Phase)
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PDM facilitated with UX Process
PPM
(Project Planning Module)
Project Register
(PR phase)
Detail Design
(DD Phase)
Engineering
Verification
(EVT Phase)
Project
Start
(PS phase)
Preliminary
Design
(PD Phase)
Design
Verification
(DVT Phase)
Mass-production
Verification
(MVT Phase)
Research Analysis Design/Evaluation
Evaluation
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Criteria according to product types
Type A
Type B
Type C
Type D
is a
p rove n
m arke t?
Conce p t
e va lua tion
Be nchm ark
Task/Functiona l
Ana lys is
Re se arch Ana lys is De sign Eva lua tion
Usab ility
Te s ting
is u se r
In te rface
changed?
No
Yes In te rface De sign
is a New
conce p t?
YesExpe rt Re vie w/
Eva lu a tion
No
EndNo
Yes
End
Con te xt inqu iry
Cogn itive
wa lkth rough
Foam Mode l
Te sting
Heu ris tic
Eva lua tion
Prim ax
Product Type s
PR PS PD/DDEVT/DVT/
MVT
Be nchm ark
UX Proce ss
PDM
Pro to typ e te s t
Use r s tudy
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Creating UX measurement
What’s the value of UX to company?
A Strategic Approach to Business Metrics: The Balanced Scorecard - Carl W. Turner, Ph.D., PMP, Journal of Usability
Studies Vol. 6, Issue 2, February 2011, pp. 52-59
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Primax UX BSC (平衡計分卡)
Finance Improve sales with UX service as benefit to customers Increase productivity rate by •lower re-manufacturing errors •lower the customer design complain
Customer Improve customer intimacy Recognition of as core competence
Process Reusable knowledge generation Innovative idea generation Project execution efficiency
Employee KPI measurement
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UX ROI Metrics Perspective Objective Measure Target Initiative
Financial Profitable gross Sales feedback 10%
Decrease RMA, Yield Loss
Design Complaints 0
Customer Increase customer Intimacy
Sales feedback Customer Satisfaction Survey rating
10 90%
Process Reusable knowledge Number of project execution
Reports Papers Product plans Design documents Project number
100 100
Employee
KPI Development
KPI score Development progress
>3
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Organization re-engineering
User research and usability evaluation, usability test
UX Lead
Usability Engineer Interaction Designer Graphic Designer
Interaction and interface design of desktop and mobile application.
Graphic design and multimedia design for SW and apps.
Ex-team structure
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Organization re-engineering
User research, Ideation, Concept Proof, Market research, TUI research & Study
UX Team
User Researcher UX Engineer Graphic designer
Requirement Analysis, Usability Test, Benchmark, Prototyping & Interactive Design
Graphic design and multimedia design for SW and apps.
Change agent
UX Project Management, UX SOP Control UX Knowledge Service Educational Training
New team structure
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Communication
• Regular (once a while, passive)
– Product planning meeting
– Projects review meeting
– Educational training session
• Occasional (Frequent, proactive)
– Customer visit support
– Brainstorming
– Calls, emails and face to face interviews with PM
– Meals
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• “However beautiful the strategy, you should occasionally look at the results.” —Winston Churchill
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Results
• Directly influence products regardless of OEM/ODM projects
• With more power over product evaluation and with ROI metrics, UX performance can be measured
• With change agent’s role, we have sit in many regular and occasional product related meetings with different Business units and gained business insight earlier
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Primax UX Maturity NOW
http://johnnyholland.org
Primax UX position
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Stakeholders 對UX的回饋
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What’s next
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Thank you