惠普产品开发（英文版）

惠普产品开发（英文版）OverviewWhyisCustomer-CenteredDesignimportant?HPCustomer-CenteredDesignServices(CCDS):Whoarewe?Overview:WherewefitintheProductDevelopmentProcessCaseStudy:DesigningacomplexapplicationsuiteCaseStudy:MergerofCompaqandHPsupportwebsites2025/4/12WhyisCustomer-CenteredDesignImportant?2025/4/13HPCustomer-CenteredDesignServices(CCDS):

WhoweareCenterofcompetencyincustomerresearchanddesigninguserinterfaces,withfacilitiesaroundthecountryStaffeducatedandexperiencedincognitive&physiologicaldisciplinesCentralizedresourceforHPdesignteamswhodonothaveresearch,design,&testingskillsPrimaryvalueaddtoHPdesignteams:ImprovedevelopmentprocessbybringingHPdesignteamstogether,creatingacommonproductvisionBringtargetusersofproductstogetherwithdesignteamstodefine,design,developcustomer-centeredproducts2025/4/14ProductDevelopmentProcess:OverviewOurFocus:Useranalysis,requirementsProductdefinition,design,&developmentforeaseofuseandusefulnessOtherElementsoftheCustomerExperience:Ordering,deliveryDocumentationInstallationIntegrationwith3rdpartyproductsCustomerSupport2025/4/15CaseStudy:DesigningaComplexApplicationSuiteStorageNetworkManagementChallenges

Verylargescale,distributednetworks–thousandsofdevices,hugeamountsofdataVerycomplextomanageNeedcontinuous,reliableaccesstocriticalbusinessdataImagineaharddrivecrash!Real-timemonitoringFasttroubleshooting2025/4/16CaseStudy:DesigningaComplexApplicationSuiteChallenges:VagueproductconceptCustomers’priorities?DevelopingasharedvisionSolutions:CustomerfocusgroupsDesignedsketchyprototypes,customersfilledinblanksValue:Requirements,sharedvisionNotjustalaunchpointformanagementapplications!NetworkrepresentationViewofbusinessapps,dataPlanning2025/4/17CaseStudy:DesigningaComplexApplicationSuiteChallengesWhatdetailsdousersneedandexpect?Requirementsrisks:incomplete,failuretoconfirmSolutions:RefinedprototypeswithmoredetailsIterativeresearchtodefinenextlevelofdetailValue:Detailsforinfo&taskflow(e.g.status,clickingbehavior)Avoidedcostlyre-designRequirements2025/4/18CaseStudy:DesigningaComplexApplicationSuiteChallenges:Complex:hundredsofdetailsTradeoffs:easeofuseversusdevelopmentcostSolutions:Iterativeuserinterfacedesign,prototyping,testingUIspecification,evaluationCross-suitestyleguideValue:ContinuoususerfocuskeepsdesignusableandalignedwithrequirementsCross-teamcoordinationtoensureunifieddesignDesign2025/4/19CaseStudy:DesigningaComplexApplicationSuiteChallenges:Meetingusers’requirements?UnanticipateddesignissuesSolutions:Userinterviews:keyfeaturesNumeroususabilitytestsStructuredexpertreviewOngoingdesignconsultingValue:Customer-centeredanswerstodesignquestionsUsabilityevaluationofactualproductIterativeDevelopment2025/4/110CaseStudy:DesigningaComplexApplicationSuiteChallenges:Istheproducteasytoinstallanduse?Doesitmeetcustomers’realworldneeds?Solutions:InterviewswithHPspecialistsinthefieldCustomervisits,interviewsValueofUsabilityData:IdentifygapsbetweenuserneedsandactualproductFocusesnextversionrequire-mentsoncustomerneedsPost-Release2025/4/111TheChallenges:Providecontinuous,reliable,unifiedwebaccesstotechsupportfromHPandCompaqCombinetwoapproachestoonlinesupportdeliveryviathewebwhilemeeting

expectationsofbothgroupsofcustomersCombineindependentHPandCompaqUsabilityGroupsaspartofoverallmergerofeSupportprogramFocusoncustomerneeds,notpoliticalandtechnicalchallengesCaseStudy:HPSupport2025/4/112CaseStudy:HPSupportChallenges:Requirementshandeddownbymergerplanners2distinctinteractionmodelsSolutions:Validaterequirementsviafastprototyping,earlytestingIterativedesign&testingCombinedteam,webrepositoryforsharedworkValue:Retaincustomerloyaltybyworkingtowardasingle,unifiedsupportsiteasanindicationofHP’sfocusonthecustomerDesign2025/4/113CaseStudy:HPSupportChallenges:Meetingrequirements?IntegrationofnewdesignwithothersitesonHPWillnewdesignsupportthefunctionality?Solutions:RelationshipsacrossHPOngoingdesignupdatesbasedoncustomerfeedbackIterativedevelopment,testValue:KeptdesignalignedwithbothsetsofcustomerneedsandexpectationsIntegrationwithHPDevelopment2025/4/114CaseStudy:HPSupportChallenges:Doesthissitemeetthecustomers’realworldneeds?Constantorimprovedcustomersatisfaction,usage?Solutions:LargecustomersurveyRemoteweb-basedusabilitytesting,largenumberofusersUsabilitytestinginlabValue:Customer-focusedapproachtoevaluatingsupportsiteValidatesifthecontentisuseful,meetscustomerneedsProductRelease2025/4/115HPsummaryFullyintegratedsitereleasedinAugust,2003InitialusabilitydatashowthisperformsaswellifnotbetterthantheprevioussitesacrossusertypesThedesignersformerlyfromHPandCompaqnowworktogetherasonegroupContinuetoupdateandimprovethesupportcontenttoourcustomers2025/4/116SummaryCustomer-centeredfocuscanunifydiversestakeholdersandbethebasisforcommonprocessdefinitionCustomer-centereddesignactivitiescanandshouldbeincorporatedintoeveryphaseofproduct