新產(chǎn)品開發(fā)流程英文版

Customer-CenteredDesignatHPNancyL.Clark&CraigB.NeelyOverviewWhyisCustomer-CenteredDesignimportant?HPCustomer-CenteredDesignServices(CCDS):Whoarewe?Overview:WherewefitintheProductDevelopmentProcessCaseStudy:DesigningacomplexapplicationsuiteCaseStudy:MergerofCompaqandHPsupportwebsites1/2/20232WhyisCustomer-CenteredDesignImportant?1/2/20233HPCustomer-CenteredDesignServices(CCDS):

WhoweareCenterofcompetencyincustomerresearchanddesigninguserinterfaces,withfacilitiesaroundthecountryStaffeducatedandexperiencedincognitive&physiologicaldisciplinesCentralizedresourceforHPdesignteamswhodonothaveresearch,design,&testingskillsPrimaryvalueaddtoHPdesignteams:ImprovedevelopmentprocessbybringingHPdesignteamstogether,creatingacommonproductvisionBringtargetusersofproductstogetherwithdesignteamstodefine,design,developcustomer-centeredproducts1/2/20234ProductDevelopmentProcess:OverviewOurFocus:Useranalysis,requirementsProductdefinition,design,&developmentforeaseofuseandusefulnessOtherElementsoftheCustomerExperience:Ordering,deliveryDocumentationInstallationIntegrationwith3rdpartyproductsCustomerSupport1/2/20235CaseStudy:DesigningaComplexApplicationSuiteStorageNetworkManagementChallenges

Verylargescale,distributednetworks–thousandsofdevices,hugeamountsofdataVerycomplextomanageNeedcontinuous,reliableaccesstocriticalbusinessdataImagineaharddrivecrash!Real-timemonitoringFasttroubleshooting1/2/20236CaseStudy:DesigningaComplexApplicationSuiteChallenges:VagueproductconceptCustomers’priorities?DevelopingasharedvisionSolutions:CustomerfocusgroupsDesignedsketchyprototypes,customersfilledinblanksValue:Requirements,sharedvisionNotjustalaunchpointformanagementapplications!NetworkrepresentationViewofbusinessapps,dataPlanning1/2/20237CaseStudy:DesigningaComplexApplicationSuiteChallengesWhatdetailsdousersneedandexpect?Requirementsrisks:incomplete,failuretoconfirmSolutions:RefinedprototypeswithmoredetailsIterativeresearchtodefinenextlevelofdetailValue:Detailsforinfo&taskflow(e.g.status,clickingbehavior)Avoidedcostlyre-designRequirements1/2/20238CaseStudy:DesigningaComplexApplicationSuiteChallenges:Complex:hundredsofdetailsTradeoffs:easeofuseversusdevelopmentcostSolutions:Iterativeuserinterfacedesign,prototyping,testingUIspecification,evaluationCross-suitestyleguideValue:ContinuoususerfocuskeepsdesignusableandalignedwithrequirementsCross-teamcoordinationtoensureunifieddesignDesign1/2/20239CaseStudy:DesigningaComplexApplicationSuiteChallenges:Meetingusers’requirements?UnanticipateddesignissuesSolutions:Userinterviews:keyfeaturesNumeroususabilitytestsStructuredexpertreviewOngoingdesignconsultingValue:Customer-centeredanswerstodesignquestionsUsabilityevaluationofactualproductIterativeDevelopment1/2/202310CaseStudy:DesigningaComplexApplicationSuiteChallenges:Istheproducteasytoinstallanduse?Doesitmeetcustomers’’realworldneeds?Solutions:InterviewswithHPspecialistsinthefieldCustomervisits,interviewsValueofUsabilityData:IdentifygapsbetweenuserneedsandactualproductFocusesnextversionrequire-mentsoncustomerneedsPost-Release12/24/202211TheChallenges:Providecontinuous,reliable,unifiedwebaccesstotechsupportfromHPandCompaqCombinetwoapproachestoonlinesupportdeliveryviathewebwhilemeetingexpectationsofbothgroupsofcustomersCombineindependentHPandCompaqUsabilityGroupsaspartofoverallmergerofeSupportprogramFocusoncustomerneeds,notpoliticalandtechnicalchallengesCaseStudy:HP.comSupport12/24/202212CaseStudy:HP.comSupportChallenges:Requirementshandeddownbymergerplanners2distinctinteractionmodelsSolutions:Validaterequirementsviafastprototyping,earlytestingIterativedesign&testingCombinedteam,webrepositoryforsharedworkValue:Retaincustomerloyaltybyworkingtowardasingle,unifiedsupportsiteasanindicationofHP’sfocusonthecustomerDesign12/24/202213CaseStudy:HP.comSupportChallenges:Meetingrequirements?IntegrationofnewdesignwithothersitesonHP.comWillnewdesignsupportthefunctionality?Solutions:RelationshipsacrossHP.comOngoingdesignupdatesbasedoncustomerfeedbackIterativedevelopment,testValue:KeptdesignalignedwithbothsetsofcustomerneedsandexpectationsIntegrationwithHP.comDevelopment12/24/202214CaseStudy:HP.comSupportChallenges:Doesthissitemeetthecustomers’’realworldneeds?Constantorimprovedcustomersatisfaction,usage?Solutions:LargecustomersurveyRemoteweb-basedusabilitytesting,largenumberofusersUsabilitytestinginlabValue:Customer-focusedapproachtoevaluatingsupportsiteValidatesifthecontentisuseful,meetscustomerneedsProductRelease12/24/202215HP.comsummaryFullyintegratedsitereleasedinAugust,2003InitialusabilitydatashowthisperformsaswellifnotbetterthantheprevioussitesacrossusertypesThedesignersformerlyfromHPandCompaqnowworktogetherasonegroupContinuetoupdateandimprovethesupportcontenttoourcustomers12/24/202216SummaryCustomer-centeredfocuscanunifydiversestakeholdersandbethebasisforcommonprocessdefinitionCustomer-centereddesignactivitiescanandshouldbeincorporatedintoeveryphaseofproductdesignanddevelopmentCCDSactivitiesaretailoredtotheneedsofeachprojectCCDSactivities:Decreasedevelopmenttimeandcostby“gettingitrightthefirsttime”Increasecustomersatisfactionbymeetingtheirneedsandexpectations12/24/202217Resources12/24/202218HPlogo12/24/2022199、靜靜夜夜四四無無鄰鄰，，荒荒居居舊舊業(yè)業(yè)貧貧。。。。12月月-2212月月-22Saturday,December24,202210、雨雨中中黃黃葉葉樹樹，，燈燈下下白白頭頭人人。。。。06:12:2006:12:2006:1212/24/20226:12:20AM11、以我獨(dú)獨(dú)沈久，，愧君相相見頻。。。12月-2206:12:2006:12Dec-2224-Dec-2212、故人江海別別，幾度隔山山川。。06:12:2006:12:2006:12Saturday,December24,202213、乍見翻疑夢夢，相悲各問問年。。12月-2212月-2206:12:2006:12:20December24,202214、他鄉(xiāng)生白白發(fā)，舊國國見青山。。。24十二二月20226:12:20上上午06:12:2012月-2215、比比不不了了得得就就不不比比，，得得不不到到的的就就不不要要。。。。。十二二月月226:12上上午午12月月-2206:12December24,202216、行行動動出出成成果果，，工工作作出出財(cái)財(cái)富富。。。。2022/12/246:12:2006:12:2024December202217、做做前前，，能能夠夠環(huán)環(huán)視視四四周周；；做做時(shí)時(shí)，，你你只只能能或或者者最最好好沿沿著著以以腳腳為為起起點(diǎn)點(diǎn)的的射射線線向向前前。。。。6:12:20上上午午6:12上上午午06:12:2012月-229、沒有失敗，，只有暫時(shí)停停止成功！。。12月-2212月-22Saturday,December24,202210、很多事情努努力了未必有有結(jié)果，但是是不努力卻什什么改變也沒沒有。。06:12:2006:12:2006:1212/24/20226:12:20AM11、成成功功就就是是日日復(fù)復(fù)一一日日那那一一點(diǎn)點(diǎn)點(diǎn)點(diǎn)小小小小努努力力的的積積累累。。。。12月月-2206:12:2006:12Dec-2224-Dec-2212、世間成成事，不不求其絕絕對圓滿滿，留一一份不足足，可得得無限完完美。。。06:12:2006:12:2006:12Saturday,December24,202213、不知香香積寺，，數(shù)里入入云峰。。。12月-2212月-2206:12:2006:12:20December24,202214、意志志堅(jiān)強(qiáng)強(qiáng)的人人能把把世界界放在在手中中像泥泥塊一一樣任任意揉揉捏。。24十十二二月20226:12:20上上午06:12:2012月月-2215、楚塞塞三湘湘接，，荊門門九派派通。。。。十二月月226:12上上午午12月月-2206:12December24,202216、少年十五五二十時(shí)，，步行奪得得胡馬騎。。。2022/12/246:12:2006:12:2024December202217、空山新雨雨后，天氣氣晚來秋。。。6:12:20上上午6:12上上午06:12:2012月-229、楊柳散和和風(fēng)，青山山澹吾慮。。。12月-2212月-22Saturday,December24,202210、閱閱讀讀一一切切好好書書如如同同和和過過去去最最杰杰出出的的人人談?wù)勗捲??！?6:12:2006:12:2006:1212/24/20226:12:20AM11、越越是是沒沒有有本本領(lǐng)領(lǐng)的的就就越越加加自自命命不不凡凡。。