listen to your users. building an intranet with user centered design at novartis
TRANSCRIPT
Marek Nowakowski, Sr. UX Researcher/Designer
Novartis Institutes for BioMedical Research
Listen to your Users: Building an Intranet with “User Centered Design”
Novartis is a world-leading healthcare company
2 | Novartis company presentation | March 2015 | Business Use Only
2014 USD billion
Net sales: 58.0
Net income: 10.3
R&D investment: 9.9
Key figures
Leading market position
One of 25 largest companies by market capitalization
Among most respected companies globally
Sales by region 2014
Canada/Latin America
US
EuropeAsia/Africa/Australasia
37%
32%
21%
10%
Novartis Institutes for BioMedical Research (NIBR)A global network of more than 6,000 scientists, physicians, and business professionals.
United States• Cambridge, MA• East Hanover, NJ• Emeryville, CA• La Jolla, CA (GNF)
Europe• Basel/Zurich, Switzerland• Siena, Italy (NVGH)
Asia• Shanghai, China• Singapore (NITD)
How do I fit In
CONTENT
What is “User Centered Design”
Intranet Redesign Project Research
Design
Measure
Why should you get users involved
Why you need to do User Research properly
What can go wrong?
About NIBR Intranet
Built on Sharepoint 2010
Functional owner – Communications
Platform Owner – IT
Last Major Redesign - 2010
Project History
About Our Users
NIBR Intranet Redesign Project
Make a Plan
Research• Stakeholder Interviews
• Secondary Research
• Establish User Group
• User Workshops
• Research Summary Report
Design• Wireframes
• Mock Ups
• Information Architecture
Make a Plan
RESEARCH
Stakeholder Interviews 13 Stakeholders
60 minute Interviews – recorded w permission
Standardized Interview Guide• Current State
• Future State
• What is Success
• Obstacles to Success
• Overcoming Obstacles
Stakeholder research highlights Current State:
• The default page gets skipped most of the time
• Users don’t really need to go there
• Design is dated and inconsistent
• There is too much content and it’s not targeted to the users so most of it is not relevant
• It’s impossible to use on your mobile device
• Doesn’t encourage collaboration or employee engagement
• Concerns about speed and performance
Future State• Personalization/Customization
• Exchange platform
• (My) Gateway to NIBR
• Lean state-of-the-art design
Stakeholder research highlights cont.
Ensuring Success• Ensure that there is heavy user involvement throughout the whole
project, including user tests and user feedback sessions
• Pilot new features as early and as much as possible and constantly gather feedback
• Keep the user community engaged, let them know what we’re doing, why, and how it will benefit them
• Start communicating early
• Focus on important features - don’t throw in features just because you can
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YES!!!!Stakeholders Want User Engagement
Secondary Research
User Workshops
What do I like and dislike about the current Intranet
Object of Exercise• Define what NIBR users like and dislike the existing Intranet
Materials:• Post-It Notes
• Marker
Time: 10 minutes plus discussion
How To• On Post-it notes write down at least 5 different things you like and
dislike. Pin the notes on board.
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What do I want from the Intranet
26
Object of Exercise• Define what NIBR users want from the Intranet
Materials:• Post-It Notes
• Marker
Time: 10 minutes plus discussion
How To• On Post-it notes write down at least 10 different things you want to
find on the Intranet. Pin the notes on board.
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Value Mapping
Object of Exercise• Find out which content is most important
Materials:• stickers
Time: 10 minutes plus discussion
How To• Each participant will receive a number of stickers from the facilitator.
Apply stickers to the most important content from previous exercise.
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Magic Wand
Object of Exercise• Generate ideas for Intranet Home Page
Materials:• Cards, paper, tape, markers
Time: 45 minutes plus discussion
How To• Participants will be broken into groups. Each group will design a
Home Page for the new NIBR Intranet.
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Research Summary Report
Stakeholder Research
User Research
Secondary Research
Key Research Findings
Personalization is key• Basic
• Crowd sourced
• Activity based
• User selected
News overload
Content can be hard to find
To search or not to search
People search works but can be better
Busy layout and dated design
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Steer the Project
• Have a solid plan• Involve them early• Understand what they need• Share research findings early• Make findings clear and simple• Use research for all design decisions• User needs always get the last word
DESIGN
Design
Start with low-fidelity and focus on functionality
Always informed by research
Users still very much involved
Continually solicit feedback and test
Multiple iteration based on feedback from users, project team, stakeholders
Create high-fidelity designs when basic functionality and interactions have been defined
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Defining Information Architecture
Information Architecture
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Let users play with it to find out what works and what doesn’t
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Run a Beta
Get feedback from a larger user group
Introduce users to the new site
Find bugs
Have enough time to address biggest found issues
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Take Home Message
Have a solid research plan• Current state
• Future state
Establish a good relationship with stakeholders and a user group • Involvement
• Information
Research fuels design
Be transparent
Feedback loop never ends
THANK YOU!
Please contact me at [email protected]
If you have questions
If you have feedback
If you want to be BFFs