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.

Transcript

1. Mayank Tiwari, UXINDIA13 Conference Presentation
2. Case studies Enhancing the Business Process Effectiveness by Improving User Experience Mayank Tiwari UX Team, IT & BPE Dr. Reddy’s Lab, Hyderabad
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
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 …
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
6. Business Process? Series of Transformation s Input Output
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
8. Notification Layer (1) Task Update SLA Breach Alert/ Reminder Workflow Update Escalation
9. Landing Page (2) Important Tasks Pending Items Progress Relevant Items Top nav. bucket Triggering Items Highlights, Event, News
10. Dashboard Dashboard Workflow Progress status Score KPIs Tracking
11. So on.. Gathering Requirements in this way unfolds secondary round of questions…
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
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
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
15. Proposed Solution
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
17. Proposed Solution (WIP)
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
19. Proposed Solution (WIP)
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
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
22. Disclaimers - Not unique approach. - Need to validate with more complex business requirements. - May not work with other sets of people or work environment.
23. Q & A ? mayanknext@