[Case study] User Center Design in Practice - World Usability Day 2014

User Centered Design in practiceAdding a human touch to corporate software

Cyryl Kwaśniewski, Roche Polska

So, what does Roche do?

Designs, manufactures and sellsdrugs and diagnostic devices

http://www.strategyand.pwc.com/global/home/what-we-think/global-innovation-1000/top-20-rd-spenders-2014

Top 20 R&D Spenders 2008-2014

So, what does Roche do?

15 countries85.000 Employees

21 million patients in 2013

Why is this so important?

We treat the most serious diseases.

Why is this so important?

All eyes on us.

Why is this so important?

Cleaning a device requires a procedure.

Why is this so important?

In drugs industry there is a lot of procedures.

Why is this so important?

Everything has to be documented.

Info about the

training Info about the

participants

When you have 2100 trainings per montha lot of documents is created.

What happens with a document once it’s created?

We have a process for this.

So what’s the problem challenge?

?

“We think the process is wrong and could be improved.”

“We think the process is wrong and could be improved.”

assumptions lots of assumptions

Let’s verify these assumptions.

What is User Centered Design?

The design is based upon an explicit understanding of users, tasks and environments.

Users are involved throughout design and development.

The design is driven and refined by user-centered evaluation.

The process is iterative.

The design team includes multidisciplinary skills and perspectives.

The design addresses the whole user experience.

What is User Centered Design?

The design is based upon an explicit understanding of users, tasks and environments. → DO RESEARCH

Users are involved throughout design and development. → TALK TO USERS

The design is driven and refined by user-centered evaluation. → TEST DESIGNS

The process is iterative. → TRY AGAIN OFTEN

The design team includes multidisciplinary skills and perspectives. → ALL HANDS ON BOARD

The design addresses the whole user experience. → IT'S NOT JUST AN APP

BenoitSAP developer

CarlyProcess SME

CyrylUX guy

SundeepProject Manager

IT’S OUR RESEARCH

Interviewsand shadowing “watch & learn”:

2 locations4 sites visited

15 people interviewed20 real trainings sessions attended

What did we learn?

The existing process is inefficient.

What did we learn?

The existing process is inefficient.

The existing process

ParticipantTrainer

Roster

The existing process

ParticipantTrainer

Roster

Assistant

The existing process

ParticipantTrainerAssistant

Roster

Learning Expert

The existing process

ParticipantTrainerAssistant

Learning Expert

Roster

SSC

The existing process

ParticipantTrainerAssistant

Learning Expert SSC

Roster

This takes hours or even days

The existing process

ParticipantTrainerAssistant

Learning Expert SSC

RosterSome math:

2100 rosters per month x 3 people involved

x 10 minutes per roster

= 1050 manhours per month

That’s 6 full-time employees doing just paperwork

What else did we learn?

Everywhere is a classroom.

What else did we learn?

Everywhere is a classroom.There no devices available.

What else did we learn?

Everywhere is a classroom.There no devices available.

Available computers are old.

What else did we learn?

Everywhere is a classroom.There no devices available.

Available computers are old.Employees don’t like corporate solutions.

What else did we learn?

Everywhere is a classroom.There no devices available.

Available computers are old.Employees don’t like corporate solutions.

Current solution is rather low-tech.

<photos from research>

This is how rosters are stored

at the moment.

Does not search well.

What else did we learn?

Everywhere is a classroom.There no devices available.

Available computers are old.Employees don’t like corporate solutions.

Current solution is rather low-tech.Errors are hard to fix.

What else did we learn?

Everywhere is a classroom.There no devices available.

Available computers are old.Employees don’t like corporate solutions.

Current solution is rather low-tech.Errors are hard to fix.

Trainers worry.

Task model

Trainer:Prepare → Fill in rosters → Collect signatures → Submit the roster

Participant:Join training → Sign a roster → Receive qualification

Principles

EmpowermentSimplicity

Clarity

So what are our constraints?

Seamless experienceExtremely lightweight

Device-agnosticUsable for every employee

Consistent with other corporate solutionsRequires no training

People must love it ← #engagement

Possible solutions

RFID?QR code?Phone ID?

Design decisions

Badges!

Possible solutions

Everyone has a badge.

Possible solutions

Badge.+

Web application

How did design & development go?

Iteration #1

Iteration #2

Iteration #3

What about #engagement?

* Bonus slide * The whole diagram: http://www.jjg.net/elements/pdf/elements.pdf

Thank you.

Cyryl Kwaśniewskit: @cyrylski@: [email protected]@: [email protected]