4 TCS CTO Innovation Forum London 2016 Manufacturing Track ...info.tcs.com/rs/120-PTN-868/images/4_TCS_CTO_Innovation_Forum... · • InVision,&Marvel,&Principle,&Sketch,&Axure,&Adobe&Comet,&UXPin&

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1 Copyright © 2016 Tata Consultancy Services Limited

Manufacturing Track 24th May 2015 IET, Savoy Place, London

14:15%–%14:20& Welcome%Note%Gopalan&Rajagopalan,&Head&UK&Sales&&&TCS&Scotland&

14:20%–%14:50& Embrace%the%Digital%Transforma=on%Change&Lorenzo&Veronesi,&Research&Manager,&IDC&Manufacturing&Insights&

14:50%–%15:20& Target%State%Architecture%for%a%Digital%Future&Mark&Brogden,&Global&Enterprise&Architecture&Director,&Jaguar&Land&Rover&

15:20%–%15:50& How%Eaton%Leads%Digital%Commerce%Transforma=on%in%B2B%&Slawek&Blacharz,&B2B&eCommerce&Manager,&Eaton&

15:50%–%16:15& Coffee%Break&

16:15%–%16:45& Design%for%Experience%&Sajan&Jacob,&Director&Digital&Enterprise,&TCS&

16:45%–%17:15& Digital%Customer%Experience%–%Realisa=on%&Steffen&Duffner,&Europe&Head&CEM,&TCS&

17:15%–%17:30& Closing%Note%Gopalan&Rajagopalan,&Head&UK&Sales&&&TCS&Scotland&

17:30& Networking%Drinks&

2%% Copyright&©&2016&Tata&Consultancy&Services&Limited&

Design%for%Experience%Sajan&Jacob,&TCS&

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Design%for%Experience%%|%%Topics%

UX%Trends%in%Manufacturing%• Evolving&user&expectaWons&• Importance&of&B2B/B2E&UX&

UX%Tools%&%Approaches%• Responsive&design&–&mobile&first&• Usability&tesWng&[&qualitaWve&&

vs&quanWtaWve&&• UX&in&the&project&life&cycle&

Examples%–%Good%&%Bad%

4%%

Design%for%Experience%%|%%UX%Trends%in%Manufacturing%

• Emerging%consistency&in&design&pa]erns&–%pros%/%cons%

• Design&for&the&experience%moment%

• Enablement%technologies%so&users&can&forget&the&app&

• Smart%apps%so&we&don’t&have&to&think&about&li]le&stuff&

• Prototyping&investment&ensures&UX%is%comprehensive%

• InVision,&Marvel,&Principle,&Sketch,&Axure,&Adobe&Comet,&UXPin&

• Usability%tes=ng%to&reduce&rework&and&increase&adop=on%

• Design%thinking&[&beyond%the%UX%Expert%

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5%%

Game%changers%%|%%VUI%(Voice%UI)%

6%%

Game%changers%%|%%Zero%UI%/%Conversa=onal%UI%/%Chat%bots%

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Game%changers%%|%%Holoporta=on%&%other%VR%/%AR%techniques%

8%%

Game%changers%%|%%VR%/%AR%techniques%

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Design%for%Experience%%|%%Trends%in%B2B/B2E%UX%%

• B2B/B2E%user%expecta=ons,&“it’s&not&me,&it’s&you”&

• Employee%sa=sfac=on,&recruitment,&a]riWon&

• Vendor%sa=sfac=on,&alliance,&growth&

• Efficiencies,&persuasion,&trust,&success&rates&

• Reduced%rework%during&development&

• Improved&accessibility&for&all&users&

• Reduced%support%costs,&improved&selfcservice%

• Increased%adop=on%rates&&

• Improved&compliance&with&policies,&processes&

10%%

Design%for%Experience%%|%%UX%Trends%in%Manufacturing%

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11%%

UX%Tools%%&%Approaches%

12%%

Overview%%|%%UX%Special=es%

UX Strategists IX Designers Visual Designers

Storyboards Info Architecture Wireframes UI Design

Strategy Definition Roadmaps Governance UX CoE Framework

Visual Design Style Guides & Redlines Graphic Art & Assets Comps & Mockups

UX Researchers

Heuristic Reviews Contextual Studies Usability Testing Surveys, Card Sorts

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13%%

Overview%%|%%UX%Tools%&%Techniques%&

ACT

IVITIES%

DELIVER

ABLES%

DISCOVER DESIGN DEVELOP RESEARCH HeurisWc&Reviews& InformaWon&Architecture& Visual&SpecificaWons& VOC&/&Surveys&

Discovery&Workshop& Visual&Designs& Prototype&Development& Usability&Studies&

Research& Prototype&Design& LocalizaWon& UAT&Oversight&

Strategy&&&&Stakeholder&Input& Usability&ValidaWon& Accessibility&Compliance& Eye&Tracking&Studies&

Lean&HeurisWc&Report& IA&&&Wireframes& Visual&Assets&&&Redlines& VOC&/&Surveys&Report&

User&Journey&Maps&& High[Level&Style&Guide& Prototype& High[Level&UX&Report&

Personas&&&Use&Cases& Clickable&Prototypes& Contextual&Design& UAT&Review&Feedback&

Strategy&&&Approach&Doc& IteraWve&Designs& Compliance&Summary& Eye&Tracking&Report&

14%%

UX%Tools%&%Techniques%%|%%%Whiteboarding%

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8&

15%%

UX%Tools%&%Techniques%%|%%%Journey%Mapping%

16%%

UX%Tools%&%Techniques%%|%%%Storyboards%

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17%%

UX%Tools%&%Techniques%%|%%%Wireframes%

18%%

UX%Tools%&%Approaches%%|%%Responsive%–%Mobile%First%

• Reduce%to%essen=als&

with&extreme&focus&&

on&prioriWzed&business&&requirements&in&

the&design&process&

• Frameworks%&

to&expedite&design&process&

• Con=nuity&of&experience&across&devices&and&touch&points&

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10&

19%%

UX%Tools%&%Approaches%%|%%Usability%Tes=ng%

• Qualita=ve&(formaWve)&

• Quan=ta=ve&(summaWve)&

• Data%vs%insight%–&&understanding&the&“why”&

• Focus%group%vs&oneconcone%user%tes=ng%

• Approaches&and&cost%

20%%

UX%Tools%&%Approaches%%|%%Usability%Tes=ng%

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11&

21%%

UX%Tools%&%Approaches%%|%%UX%in%the%Project%Life%Cycle%

• Waterfall,%Agile,%Agilecish&

• UX&from&Strategy&to&UAT%

• Home%of%UX%

• Product&Owner&• IT&Group&• Other&

22%%

Data collection

Insight formation

Logic & requirements MVP definition & breakdown

Release planning

Release

Measure outcomes

Analyse results

Sprint backlog refinement

Product delivery

Technical release

4 weekly iterations daily iterations

UX design Lo-fi proto

Tech design proto

Assumption validation

Assumption validation

UI design Hi-fi proto

Comp design

Build

QA (CIT, SIT)

UAT

Soft launch

Analyse Make

Abstract

Real

What is

What if What wows

What works

Pain-driven • Personas • User journeys • Root-cause analysis • Vote

Ideation • Close and far industries • Future-state user journeys • Lo-fi & Hi-fi prototypes

Test • Wow test • NPS test

Insight • Questioning • Observing • Networking • Experimenting

UX%Tools%&%Approaches%%|%%UX%in%the%Project%Life%Cycle&

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23%%

6

5

1 2 3 4

3


24%%


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Examples%

26%%

Design%for%Experience%%|%%Examples%–%Good%&%Bad%

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28%%


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32%%


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34%%

UX%CoE%

Why,%What%%&%How%

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35%%

UX%Prac=ce%CoE%%%|%%%WHY%:%Problem%Statement%

• Each&Business&Unit&had&its&own&approach&and&its&&own&UX&designer(s)&

• No&consistency&across&styles,&standards,&approaches&

• No&sharing&of&best%prac=ces,&templates,&or&pa]erns&

• No&leveraging&of&talents&across&the&team,&instead&requiring&&

each&UX&designer&to&do&all&tasks&

36%%

UX%Prac=ce%CoE%%%|%%%WHAT%:%Overview%

UX%CoE%Objec=ves%&%Results%

• Establish&businessccentric%User%Experience%Prac=ce&with&comprehensive&

processes,&methodologies,&and&talent&specific&to&client&requirements&

• Recruit,%hire,%and%groom%local*%UX%talent%for&strategy,&research,&and&&

design&to&meet&project&needs&

• Define&team%charter,%processes,%%

templates,&etc&

*&RelocaWons&as&needed&

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19&

37%%

UX%Prac=ce%CoE%%%|%%%HOW:%Recommended%Approach%

1. Define&strategy&and&objec=ves,&with&KPIs%

2. Align&stakeholders&and&secure&execu=ve%buycin%

3. Create&the&UX%Prac=ce%CoE%Framework%

• Charter,&Mission&Statement,&Governance,&SWOT,&Roadmap&

• Processes,&Tools,&Templates,&and&Pa]ern&library&

• BU%alignment%strategy&org&chart&and&capacity%planning%

• Job%descrip=ons,&roles,&hiring&plan,&hires,&relocaWons,&onboarding&

• Branding,&Communica=on%plan,&Client&outreach&

38%%

UX%Prac=ce%CoE%%%|%%%HOW:%Recommended%Approach&

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39%%

Comments%&%%Ques=ons?%

40%%

Design%for%Experience%

Sajan%Jacob%N&

Director,&Digital&Enterprise&

[email protected]&

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41%%

Design%for%Experience%%|%%UX%Metrics%References%

• h]ps://www.experiencedynamics.com/blog/2014/07/making[strong[

business[case[roi[ux[infographic&

• h]p://www.usability.gov/what[and[why/benefits[of[ucd.html&

• h]p://spectrum.ieee.org/compuWng/sopware/why[sopware[fails&

• h]p://www.humanfactors.com/whitepapers/ROI_of_user_experience.asp&

• h]p://www.measuringu.com/blog/ux[roi.php&

4 TCS CTO Innovation Forum London 2016 Manufacturing Track ...info.tcs.com/rs/120-PTN-868/images/4_TCS_CTO_Innovation_Forum... · • InVision,&Marvel,&Principle,&Sketch,&Axure,&Adobe&Comet,&UXPin&

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