© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Planning & designing mobile apps Paul Evans, WW Lead Application Transformation HP February 24, 2014
May 07, 2015
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Planning & designing mobile apps Paul Evans, WW Lead Application Transformation
HP
February 24, 2014
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 2
“Applications professionals delivering customer-facing software, such as websites or mobile apps, must eat, sleep, and breathe their firm’s customer experience strategy”
Application Delivery Professionals Must Implement The Customer Experience Strategy, Forrester Research, Inc., September 2, 2011.
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 3
“Building and delivering great mobile experiences will be the beating heart of your customers’ engagement strategy for the next 10 years”
1 “Wanted: Mobile Engagement Providers” – Forrester Research July 2013
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 4
Leaders in CX outperform the market
6-year stock performance of customer experience leaders vs. laggards vs. S&P 500 (2007-2012)
76.9% gap
Source: Forrester Research
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We’re on the same journey
2014 CXI score
2013 CXI score
2014 customer experience index scores Source: Forrester 2014 survey results
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 6
Current state of customer experience
The organizations challenge
12%
73%
15%
We offer an acceptable customerexperience today; there is no need forimprovement
We need to improve the customerexperience and it's a priority for us
We need to improve the customerexperience but it is not a priority for us atthe moment
Conducted on behalf of HP by IDG Research Services
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 7
Changing focus and value of the technology stack
Network
Hardware/infrastructure
Software
Data
Systems of record
UXP
Design
around
assembling
components Infrastructure
Software
Data
Systems of engagement
UXP
Design focused on
the tasks that
customers are
trying to
accomplish
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© 2014 Forrester Research, Inc. Reproduction Prohibited 8
Mobile and smart drive backend refactoring
PC world Mobile/smart world
Front-end
Back-end
High complexity and high innovation rarely co-exist
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The HP strategy
BPEL CORBA
DOM JAVA
.NET WSFL
A new style of user experience…
Traditional
Private Public
…coded for multiple devices
…integrated across heterogeneous environments
…with optimal performance
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Digital Transformation & The New Style of IT
The New Style of IT is driving Digital Transformation - using new technologies to generate revenue & profit in new ways:
Digital Transformation enables innovation and generates major business improvements: enhanced customer experience,
streamlined operations and creates new business models using the New Style of IT
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 11
Forrester’s POV
Mobile initiatives are no longer
simple standalone efforts.
Instead they require a digital
transformation traditionally
associated with large scale
business systems like ERP
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And, the customer experience is all about design
Mobile Social Cloud
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
User experience design
“You have to start with the customer
experience and work back to the
technology - not the other way
around.”
- Steve Jobs, Apple
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The interaction between product & user — not “what it does” or “how it looks”
What is user experience?
Enjoyable
Usable
Useful
• A successful UE balances form and function within the context of what the user is trying to accomplish
• A superior user experience provides access to the right information, when users want it, and how they want it
Is it enjoyable?
Is it easy to use?
Is it easy to understand?
Does it meet user expectations?
Does it add value?
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 15
Designing great mobile user experiences
HP User Experience Services
Personas
Experience Maps
Wireframes
Design Sketches
Clickable Prototypes
Finished Apps
Design Explorations
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User Centered design brings value
HP User Experience Attributes
Value to Clients Shortened development timeline and reduced development costs Lower support and maintenance costs Improved branding Increase in sales - growth Better customer retention Value to Users Reduction in errors Improved satisfaction (with the system) Increased use of the system Increase in productivity
x
Brand
Digital marketing
Channels
Technology & Product strategy
Business goals &
Strategy
User insight & Analytics
data
Market insight
Industry/ competitive benchmark
Budget & time
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Foundation Paraguay video
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HP, Apps, & Digital Transformation
Cool
Sexy (depends on your POV)
Experienced
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Thank you