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Enhancing the Business Process Effectiveness by Improving User Experience (Mayank Tiwari)

uxindia
October 25, 2013

Enhancing the Business Process Effectiveness by Improving User Experience (Mayank Tiwari)

User centered approach to Business and Requirements analysis focuses on user’s needs of intuitive experience as well as delivers business outcomes. Business scenarios should to be aligned as per user’s need, rather than just focusing on the desired functional requirements.

uxindia

October 25, 2013
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  1. Mayank Tiwari,
    UXINDIA13 Conference Presentation

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  2. Case studies
    Enhancing the Business Process Effectiveness by
    Improving User Experience
    Mayank Tiwari
    UX Team, IT & BPE
    Dr. Reddy’s Lab, Hyderabad

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  3. About Dr. Reddy’s Lab
    Global pharmaceutical company committed to
    creating access to affordable and innovative
    medicine through three core businesses
    Pharmaceutical Services & Active Ingredients (PSAI):
    Active Pharmaceutical Ingredients (API) and Custom Pharmaceutical
    Services
    Generics:
    Branded and Unbranded Prescription, OTC Drug product and
    Biologics (with a focus on Generic Biopharmaceuticals)
    Proprietary Products:
    New Chemical Entities (NCEs) and Differentiated Formulations

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  4. Problem Definition
    Dealing with Many Initiatives
    Assist research community to be more productive
    Social Networking platform for different employee groups
    Business process reengineering and effectiveness
    Analytics and Business Intelligence
    Intranet Services
    Sales Initiatives
    Mobile Apps

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  5. A Typical Process
    Process flow: Loan Approval
    Cycle
    Tasks/Action
    Sequences
    Flow Direction
    Condition
    Swim Lanes
    Actors
    Process Mapping is a way to graphically represent the
    transactions and stories that make up a business for
    Discovering, Defining, Measuring, Analyzing, Optimizing,
    Improving, Monitoring, Controling

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  6. Business
    Process?
    Series of
    Transformation
    s
    Input Output

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  7. Our Task Based IA Approach
    Actors
    Notification
    Layer
    Landing Page
    Task Update
    SLA Breach
    Alert/
    Reminder
    Workflow
    Update
    Escalation
    Important
    Tasks
    Pending Items
    Progress
    Relevant Items
    Dashboard
    Workflow
    Progress
    status
    Score
    KPIs
    Tracking
    Subsequent
    Pages
    Top nav.
    bucket
    Links from
    above layers
    All Tasks
    Triggering
    Items
    Other pages
    Subsequent
    Pages
    Business
    Functionality
    Event, News
    ?
    Document
    Repository
    Department
    Specific

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  8. Notification Layer (1)
    Task Update
    SLA Breach
    Alert/
    Reminder
    Workflow
    Update
    Escalation

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  9. Landing Page (2)
    Important
    Tasks
    Pending Items
    Progress
    Relevant Items
    Top nav.
    bucket
    Triggering
    Items
    Highlights,
    Event, News

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  10. Dashboard
    Dashboard
    Workflow
    Progress
    status
    Score
    KPIs
    Tracking

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  11. So on..
    Gathering Requirements in this way
    unfolds secondary round of
    questions…

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  12. Our Task Based IA Approach
    Actors
    Notification
    Layer
    Landing Page
    Task Update
    SLA Breach
    Alert/
    Reminder
    Workflow
    Update
    Escalation
    Important
    Tasks
    Pending Items
    Progress
    Relevant Items
    Dashboard
    Workflow
    Progress
    status
    Score
    KPIs
    Tracking
    Subsequent
    Pages
    Top nav.
    bucket
    Links from
    above layers
    All Tasks
    Triggering
    Items
    Other pages
    Subsequent
    Pages
    Business
    Functionality
    Event, News
    ?
    Document
    Repository
    Department
    Specific

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  13. Design Steps
    Educate stakeholder first with this approach
    Verify your understanding of the process
    Revisit Personas
     Creative Storyboards of process flow and
    Validate, Describe the process
     Identify Users Goals
     Rethink of smarter way of doing same thing
    Collaborate and get opinion
     Iterate

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  14. Case Study 1
    Project: A tool which to help scientist in doing
    collaborative research.
    Older approach of doing research relies on doing
    collaboration by sharing documents over emails, discussion
    forum, Sharing Meeting Minutes, physical phase gate
    review meeting etc.
    Problem:
    -No Archival of knowledge
    -No Proper tracking mechanism
    -No visibility to management
    -Delayed Project
    -Improper outcome
    -Problem in facing audit and many more

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  15. Proposed Solution

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  16. Case Study 2
    Project: A tool which to help selecting leader of opinion.
    Leader of opinion would help company in various
    promotions and endorsement.
    - New Business Initiative

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  17. Proposed Solution (WIP)

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  18. Case Study
    3
    Project: A tool to initiate, track and finalize innovative
    ideas.
    These innovation idea would have respective benefit of
    Cost improvement.
    - New Business Initiative

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  19. Proposed Solution (WIP)

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  20. Benefits
    - Less efforts in UX requirement gathering
    - Less Design Effort
    - Reusable Design Patterns
    - Less Documentation
    - Involvement of stakeholders in all stages
    - Quick signoff
    - Less Development Time
    - Better Usability
    - can be applied in App Design, Webbased or
    software products
    - Detailed use cases not required

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  21. Our
    Learning
    - Keep requirement gathering template ready
    - Continuously evolving approach
    - Look around and take inspirations
    - Start from simple, built over it
    - Go with something in your hand
    - Do Presumptive Design
    - Welcome all ideas
    - Storyboard the business flows
    - Build your own style of requirement gathering

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  22. Disclaimers
    - Not unique approach.
    - Need to validate with more complex business
    requirements.
    - May not work with other sets of people or
    work environment.

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  23. Q & A
    ?
    mayanknext@

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