Applying User-Centered Design (UCD) to Intranet Projects

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1. Intrantverk 2013 | 22 maj 2013 Applying User-Centered Design to Intranet Projects or how employees can/should be involved Bjrn Bller, Project Manager Re-Launch RedNet & Intranet Manager 2. 2 photo credit: aikijuanma via photo pin Bjrn Bller Intranet Manager Swiss Mobiliar Insurance & Pensions bjoern.boeller@mobi.ch about.me/bjoernboeller LinkedIn Twitter: @knalleffekt 3. 3 Intranet Design Annual 2013 The Years 10 Best Intranets Setting out to create a joyful intranet experience, the team at Swiss Mobiliar focused on usability and user experience throughout the redesign. The result is a site that lets users find content and company expertise, connect with others, and enjoy a personalized site experience, said usability expert Jakob Nielsen, principal of Nielsen Norman Group. Links: http://www.nngroup.com/articles/intranet-design/ http://www.nngroup.com/news/item/2013-intranet-design-awards/ Exerpt of the report: http://media.nngroup.com.s3.amazonaws.com/media/reports/samples/Intranet_Design_Annual_2013_excerpt.pdf 4. 4 SWISS MOBILIAR Schweizerische Mobiliar Versicherungsgesellschaft AG 5. 5 Funny Commercials Additional commercials: http://www.youtube.com/user/diemobiliar 6. 6 Swiss Mobiliar: key facts at a glance Swiss Mobiliar is structured as a mutual company and is first and foremost obliged to its customers is the oldest private insurance company in Switzerland, founded in 1826 focuses on the Swiss and Liechtenstein markets offers a broad selection of modern insurance products, including life policies is close to its customers throughout the country thanks to approximately 80 general agencies and 60 other offices settles 9 out of 10 claims locally at general agencies lets insured persons participate in the companys success in the form of bonus payments has a premium volume of CHF 3.2 billion (2011) has the highest solvency ratio of all insurance companies operating in Switzerland has approximately 1.5 million policyholders employs a workforce of around 4,000 employees and 300 trainees. 7. 7 REDNET 1.0, 2.0 Schweizerische Mobiliar Versicherungsgesellschaft AG 8. 8 Why a new RedNet? Business RedNet shifted from an information platform to a working platform digital workplace (old intranet was eight years in use) High demand for personalization, individualization and collaboration The IA had grown incrementally over time Technology The entire web infrastructure needed to be replaced. The underlying technology (CMS and portal software) was at the end of its lifecycle We always compared our old RedNet with a used compact car. You can buy new spare parts, tune the engine, add a new car radio (maybe even with GPS receiver), but you will never get a modern SUV out of it. 9. 9 Rednet in the past Schweizerische Mobiliar Versicherungsgesellschaft AG 10. 10 Rednet today Schweizerische Mobiliar Versicherungsgesellschaft AG 11. 11 USER EXPERIENCE photo credit: evalottchen via photo pin 12. 12 USER EXPERIENCE User experience encompasses all aspects of the end-user's interaction with the company, its services, and its products. The first requirement for an exemplary user experience is to meet the exact needs of the customer, without fuss or bother. Next comes simplicity and elegance that produce products that are a joy to own, a joy to use. True user experience goes far beyond giving customers what they say they want, or providing checklist features. In order to achieve high-quality user experience in a company's offerings there must be a seamless merging of the services of multiple disciplines, including engineering, marketing, graphical and industrial design, and interface design. Source: Nielsen Norman Group User Experience - Our Definition [http://www.nngroup.com/about/userexperience.html] photo credit: evalottchen via photo pin 13. 13 User Experience = Will Do Source: Human Factors Int. photo credit: evalottchen via photo pin Source: Wikipedia [http://de.wikipedia.org/w/index.php?title=Datei:User- experience.svg&filetimestamp=20100504091840] 14. 14 WHICH METHODS LEAD TO SUCCESS photo credit: smbuckley23i via photo pin 15. 15 Concept work Its all about the user! Contextual Inquiries (in combination with Paper-and-Pencil-Prototypes) Several agencies (with approx. 20 employees) Survey with over 300 responses Moderated usability/UX tests low-Fidelity prototype (with Balsamiq Mockups1): 14 employees (agencies and headquarters) high-fidelity prototype (with Axure2): 16 employees (agencies and headquarters) Wireframes (with Cacoo3) for specific functionalities (e.g. search) Qualitative (group-)interviews 20 employees (agencies and headquarters) Information Architecture Card-Sorting with core team 1 Balsamiq Mockups: http://www.balsamiq.com/products/mockups 2 Axure: http://www.axure.com 3 Cacoo diagrams: https://cacoo.com/lang/de/ 16. 16 Contextual Inquiry Contextual inquiry is basically a structured field interviewing method, based on a few core principles that differentiate this method from plain, journalistic interviewing. Contextual inquiry is more a discovery process than an evaluative process; more like learning than testing. Source: Hom, J. n.d., Contextual Inquiry http://usability.jameshom.com/index.htm Typically, contextual inquiries consist of user interviews and observations but not in a traditional sense: The key differentiator between contextual inquiry and other user research methods is that contextual inquiry occurs in context. Its not simply an interview, and its not simply an observation. It involves observing people performing their tasks and having them talk about what they are doing while they are doing it. Source: Ross, J. 2012, Why Are Contextual Inquiries So Difficult? http://www.uxmatters.com/mt/archives/2012/06/why-are-contextual-inquiries-sodifficult.php 17. 17 Sketches 18. 18 Low fidelity prototype / wireframes 19. 19 High fidelity prototype 20. 20 several iterations Schweizerische Mobiliar Versicherungsgesellschaft AG Iterative process 21. 21 photo credit: Vectorportal via photo pin 22. 22 Human-centered design is an approach to interactive systems development that aims to make systems usable and useful by focusing on the users, their needs and requirements, and by applying human factors/ergonomics, and usability knowledge and techniques. This approach enhances effectiveness and efficiency, improves human well-being, user satisfaction, accessibility and sustainability; and counteracts possible adverse effects of use on human health, safety and performance. Source: ISO 2010, International Standard 9241-210: Ergonomics of humansystem interaction Part 210: Human-centred design for interactive systems photo credit: baldiri via photo pin USER-CENTERED DESIGN 23. 23 USER-CENTERED DESIGN According to ISO 9241-210* *ISO: http://www.iso.org/iso/home.htm / Adaption of the UCD process by Soultank AG, Zug, Switzerlandphoto credit: baldiri via photo pin 24. 24 RedNet: Live demo Schweizerische Mobiliar Versicherungsgesellschaft AG 25. 25 photo credit: Scott McLeod via photo pin 26. 26 photo credit: nateOnevia via photo pin

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