Creating Consistent User Experiences Shane Bush Southern Company Michael Poole Kinetic Data.

Creating Consistent User

ExperiencesShane BushSouthern Company

Michael PooleKinetic Data

22

Agenda

Introduction

The Facebook analogy

Consistency not Chaos

Simple not Complex

CSS

Really CSS

Case Study

33

The Facebook Analogy

44

Web Design

55

Web Design

66

Web Design

77

Consistency Not Chaos

88

Consistency Not Chaos

99

Consistency Not Chaos

1010

Consistency Not Chaos

1111

Simple Not Complex

1212

Clarity

1313

CSSConsistent Site Style

1414

Really CSS

Corporate CSSIntra-net CSSPortal CSSRequest CSSIn-line CSS

1515

Usability Checklist

Consistent

Corporate intranet theme

Look & feel

Element placement

Terminology

Messages

Pathway

Predicability

Simplicity

Avoid

Clutter

Repetition

Leverage existing data

Set expectations

1616

Case Study: Southern Company IT Implementation

About Southern Company

One of the largest producers of electricity in the United States.

147 on the latest FORTUNE 500 listing of the largest U. S. corporations.

Four retail operating companies: Alabama Power, Georgia Power, Gulf Power, Mississippi Power, serving 120,000 square miles in four states.

About 26,000 employees across the system.

1717

Southern Company Kinetic Implementation

Will use Kinetic Request internally as a self-service channel for IT requests, ultimately creating ITSM Incidents or Changes for IT fulfillment.

End-Users of Kinetic are the internal employees.

~200 Service Items from a previous custom solution ported to Kinetic Request. “I need a … from IT”

The questions we ask don’t change… where and how we display the question does.

1818

Guiding Principals in Form Design

Consistent Styling

Common elements to a form appear in the same place on every

form.

Interactions and events happen the same way on every form.

Less is more.

Show / Hide is powerful! (but can be too powerful)

1919

Guiding Principals (cont.)

Do not confuse your end users with jargon they may not

understand, but also do not insult your end-user.

Know the audience for a particular form.

Kinetic serves as the translation layer between what the customer

is requesting and the information IT needs to fulfill the request.

Minimize or eliminate back and forth phone calls and emails between the customer and IT.

2020

Old form interface

2121

The same form using Kinetic

2222

Usability Checklist

Consistent

Corporate intranet theme

Look & feel

Element placement

Terminology

Messages

Pathway

Predicability

Simplicity

Avoid

Clutter

Repetition

Leverage existing data

Set expectations

2323

Demo