UXINDIA 2015-Leading a UX Design team in India (Vandana Abraham) by uxindia

Tips on leading a user experience design team in India for a global market.

Transcript

1. © 2015 24/7 CUSTOMER, INC. 1
2. © 2015 24/7 CUSTOMER, INC. Tips on Leading a UX Design Team in India Vice President October 7th, 2015 Vandana Abraham Design Studio
3. © 2015 24/7 CUSTOMER, INC. Agenda 3 • The context we design in today • Challenges we face • Leading a team • Conclusion
4. © 2015 24/7 CUSTOMER, INC. 4 The Context
5. © 2015 24/7 CUSTOMER, INC. 5 Todays ‘start, stop’ customer experience The context we design in today
6. © 2015 24/7 CUSTOMER, INC. Let’s help each other Enterprise/Lead Agent Customer Which Problem to Pick?
7. © 2015 24/7 CUSTOMER, INC. 7 The Context Leading a UX team in India
8. © 2015 24/7 CUSTOMER, INC. Tip 1: Understand the market 8 * Spend for 2014 in NA, Western Europe and Australia $393b n Assisted Service ~$1.2bn Global Spend 2014 Self Service IVR/Speech Global Spend 2014 ~5.8m Agent workstations worldwide 2014
9. © 2015 24/7 CUSTOMER, INC. Tip 2: Optimize for the present and design for the future 9
10. © 2015 24/7 CUSTOMER, INC. Tip 3: Know your users and put them first Consumers Agents Enterprise
11. © 2015 24/7 CUSTOMER, INC. • Ask questions • Learn to say no • Fail fast early Tip 4: Be fearless 11
12. © 2015 24/7 CUSTOMER, INC. Tip 5: Build cross functional teams… design pods 12 Interaction or UX Design • Designs system’s behavior to support the users’ tasks Visual or UI Design • Merges conceptual model and interaction design with the aesthetics of the product UX Development • Writes markup and client-side code to make fast-loading, accessible pages and or rapid prototypes User Experience Research • Identify and understand user needs and behavioral patterns through observation
13. © 2015 24/7 CUSTOMER, INC. Design Refine Evaluate Investigate Validate 1 3 User Centered Design • Field Observations • Expert Interviews • Contextual Inquiry • Diary Studies • Card Sorting • Task Analysis/Models • Concept Maps) • Competitive Analysis • Personas • Use Cases (Agile Define Stories) • Storyboards • Concept Mockups • Block Flow / Sitemap (Information Architecture) • Wireframes • Detailed (Interaction) Flows. Detailed (Visual) Mockups • Prototypes • Design Reviews • Heuristic Evaluations • Diary Studies • Usability Testing • Eye Tracking • User Interface Specifications • Production Art • Technical Writing Review • Optimization • Brand Evaluation • Review launch results • Gather insights • Set goals for next rev • Feed results into next gen Tip 6: Have a design process that works for you – make it UCD
14. © 2015 24/7 CUSTOMER, INC. 14 Case Study of UCD in Action Assist for Voice
15. © 2015 24/7 CUSTOMER, INC. 15 Investigate Investigating: Customer pain
16. © 2015 24/7 CUSTOMER, INC. 16 Investigate Investigating: The agent too spends time & effort
17. © 2015 24/7 CUSTOMER, INC. Design Design: Journey mapping
18. © 2015 24/7 CUSTOMER, INC. Design Use Cases Storyboards Concept Mockups Block Flow / Sitemap Wireframes Detailed ID Flows Detailed Visual Mocks Prototypes Design: Early design concepts
19. © 2015 24/7 CUSTOMER, INC. Design Use Cases Storyboards Concept Mockups Block Flow / Sitemap Wireframes Detailed ID Flows Detailed Visual Mocks Prototypes Design: Prototype
20. © 2015 24/7 CUSTOMER, INC. Evaluate Evaluate: Usability Testing
21. © 2015 24/7 CUSTOMER, INC. 21 Refine: Specifications Refine
22. © 2015 24/7 CUSTOMER, INC. Evaluate Evaluate: Measure
23. © 2015 24/7 CUSTOMER, INC. Design Refine Evaluate Investigate Validate 2 3 User Centered Design • Field Observations • Expert Interviews • Contextual Inquiry • Diary Studies • Card Sorting • Task Analysis/Models • Concept Maps) • Competitive Analysis • Personas • Use Cases (Agile Define Stories) • Storyboards • Concept Mockups • Block Flow / Sitemap (Information Architecture) • Wireframes • Detailed (Interaction) Flows. Detailed (Visual) Mockups • Prototypes • Design Reviews • Heuristic Evaluations • Diary Studies • Usability Testing • Eye Tracking • User Interface Specifications • Production Art • Technical Writing Review • Optimization • Brand Evaluation • Review launch results • Gather insights • Set goals for next rev • Feed results into next gen Tip 6: Have a design process that works for you – make it UCD
24. © 2015 24/7 CUSTOMER, INC. 2 4 Tip 7: Set up for the long haul - Processes & Training
25. © 2015 24/7 CUSTOMER, INC. 25 Conclusion Tips on Leading a UX Design Team in India
26. © 2015 24/7 CUSTOMER, INC. Conclusion 26 1. Understand the market 2. Optimize for the present and design for the future 3. Know your users and put them first 4. Be fearless 5. Build cross functional teams – design pods 6. Have a design process that works for you – make it UCD 7. Set up for the long haul - Processes & Training
27. © 2015 24/7 CUSTOMER, INC. 27