Easy 6

Slide 1: Easy6 India’s Sixth Annual National Usability Conference January 2006 Deepakd.com

Slide 2: Agenda Papers Presenter Customer Driven Innovation – The secret of Deepa Bachu, Intuit Intuits success Diving Deeper into Customer needs Steve Portigal, Portigal Consulting Standards Based on Approach for Software UI Sameer Chavan, Oracle India Development Transitioning from support to strategic user Madhuri & Amit, Oracle experience organization

Slide 3: Customer Driven Innovation – Intuit’s Success Intuit is a leading provider of business & financial management solutions for small and mid- sized business, consumers and accounting professionals. Presentation: It was about Intuits product success and how they grow up in market by observing customers and built relationship. Learning's:  Start by watching the customer at work in their environment. Rely on what you see rather than contents/feedbacks in papers from customers.  Spread the details of the product by word of mouth.  Look for creative ways that customers are using your product.  Identifying their pain points.  Prioritize the success criteria and modify the product in timely manner.  Identify the smallest set of features while branding the product.  Conduct usability testing at the customer place at regular intervals.  Ensure that the solutions is a big enough improvement with the customer.  Make them speak more about their requirements rather asking questions.

Slide 4: Diving Deeper into Customer Needs –Portigal Consulting Steve has 10+ years as ethnographer/Design & User researcher consultant etc. Steve does projects in US and around the world and also discovered new insights about customers. Presentation: Overview of how to spend time with customer in order to inform, inspire and drive design. Case study: Chevron a leading gas station in US wanted to increase their usage of Chevron credit cards. Hence they decided to come up with a newsletter along with the bills sent to the customers. Learning's:  Observing customers at home and monitoring the ritual while opening a mail.  Evaluate the customers needs by preparing prototypes  What should be in the newsletter the value and how can it stay out of the trash.  How to motivate customer to use Chevron cards.

Slide 5: Diving Deeper into Customer Needs – Portigal Consulting contd.. Learning's:  Three depths of attracting the customers to buy a product.  Observing customer.  How are people doing <something>?  Walking through the process yourselves.  Identify what you want to know more about and why?  Defining the problem which makes easier to talk about the specification for the product.  Interviewing.  Choosing the people.  How to work with a partner where possible.  Building rapport to make the customer comfortable.  Listen and convey that we are listening.  Making them answer your questions and managing the interview flow.  Observing Cultural context.  Choosing the rite culture is very important for instance saying a product is having 2% fat free and 98% free of fat makes a big impact in the minds of the customers.  How to make products more friendly rather than just useful to customers.  Regardless of your project you are trying to understand a cultural model- the connections between people, artifacts and other factors are important.

Slide 6: Standards based approach to User Interface Development Presentation: To explore a standard in general and then focus on how UI standards are applied in oracle applications. Learning's:  Various levels of standards world wide.  UI standards, guidelines, benefits and patterns.  Why we have standards.  Challenges for standard development at Oracle.  Process for Standards  Requirement Gathering  Concepts and specification draft  Usability Testing  Reviews

Slide 7: Transitioning from support to strategic user experience organization Presentation: Best practices for maturing user experience within organization and key factors for the practices. Learning's:  Strategic UE organization.  Establishing and managing key stakeholder relationships  Aligning with business models  Define and embed the UE identity and UE value  How to act like an entrepreneur and a change agent.  Proposed stages and best practices

Slide 8: Thank You!