Upgrade to Pro — share decks privately, control downloads, hide ads and more …

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

D7424ff0e1dc983d898de62c7496c321?s=47 uxindia
October 31, 2015

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.

D7424ff0e1dc983d898de62c7496c321?s=128

uxindia

October 31, 2015
Tweet

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