UX Strategy Team3
Our TeamCross Team Representation
BOSSStakeholder name here
DATA Stakeholder name here
User MetricsStakeholder name here
Committee Members
ARCHITECTURE Stakeholder name here
Brand and ContentStakeholder name here
UX Strategy Team4
DefineScope of UX Strategy, Definitions
AlignBusiness Strategy, BPM, SOA, Architecture, Data, PMO, Testing
OrganizeStructure, Governance, Execution
Our Charter
TransformDevelop Team, Grow, Evolve
Guide organization and define adoption of intuitive user experience impacting the QuikTrip brand, organizational processes, structure, and skills.
UX Strategy Team5
People & Process
Scope of UX Strategy2 Components
AFocus on User
Experience
ToolsBNew
TechnologyPatterns
UX Strategy Team7
USER EXPERIENCE
The aim of usability is to make the user interface easy to use whilst the aim of user experience to make the user happy before, during and after using the interface.
User ExperienceWhere Technology meets Psychology
USABILITY
User Interface is the vehicle, Usability is the science and User Experience is the emotion.
When done properly, user experience effectively enhances the relationship between the user and the brand. This is because true user experience goes far beyond giving customers what they say they want, or providing checklist features
USERINTERFACE
UX Strategy Team8
The Importance of User Experience
User experience (UX) has become a critical factor in customer and workplace satisfaction
40% of people will abandon a web page if it takes more than three seconds to load. A study of Fortune 500 websites showed an average load time of 6.5 seconds.Source: Hubspot.com
The industry is going to the “Experience First” methodology, which is a proven methodology for improving customer satisfaction.
Poor customer experiences result in an estimated $83 Billion loss by US enterprises each year because of defections and abandoned purchases.Source: Parature Customer Service Blog
“User Experience” is becoming a key differentiator In the industry.
89% of consumers began doing business
with a competitor following a poor
customer experience.Source: RightNow
Customer Experience Impact Report 2011
UX Strategy Team9
• Sold 8,000 in 48 days
• Microsoft spent 2 years and over 1 billion dollars
• No Apps, No Games
45%Lorem Ipsum Dolor Sit Amet
Apple
iPhoneMicrosoft
Kin
Verizon Stopped
Selling it after 48 days and
returned unsold phones
• Sold 600,000 preorders in 24 hours
• Apps and Games• Highly praised
interface
Over 421 Million Units
SoldTo Date
User Experience is a Competitive Advantage
UX Strategy Team10
User Stories
USER STORIES
Captures what a user
does or needs to do as part of his or her
job functionDeposit Funds
Customer
Open Account
Withdraw Funds
Close Account
Interactive models simulate eventual working
systems
PROTOTYPES
What does the user...
EMPATHIES
Think & Feel?...• What really counts• Major
Preoccupations• Worries and
AspirationsSay & Do?...• Attitude in Public• Appearance• Behavior Towards
Others
See?...• Environment• Appearance• What the Market
Offers
Gain?...• Wants/Needs• Measures of
Success• Obstacles
Steps to a better User Experience Experience First Model
Fictitious characters represent
user communities in order to solve design
questions
PERSONASVisual guides
represent skeletal
frameworks of a website
WIREFRAMES
PLANNING PHASE
UX Strategy Team11
Persona Groups
Persona Groups Definition
A persona group is intended to identify a subset of a total user population that share the same goals and behaviors and might use a site, brand or product in a similar way
Persona 1Back Office
Persona 2QT Mobile
Persona 4Customer
Persona 5Call Center
Persona 3Front Office
Persona 6Middle Office
QuikTrip
UX Strategy Team12
OUTLINERecommend tools for
each phase of the Experience First Model
DEFINEDefine the process for the Experience First
Model
ENGAGEEngage with business leaders to review recommendations
QUESTIONSHow will UX be leveraged for Wireframes going forward?How could these new processes/steps impact project timeline and cost?Will the Business Process workflow teams be stewards of User Stories?Vendor Products – What is the strategy to provide common look and feel
Define UX Strategy - Next Steps
• Who owns each phase (business, IT, both, team)?
• Funding of each phase?• Roles included?• Impact on roles and existing
responsibilities?• Lifecycle
• How will UCD be expanded to meet demand?
• Review Glossary
UX Strategy Team14
The UXi PatternSocialization and Education
The Pattern ReferenceThe User Experience (UX) Interface pattern describes principles and technologies for delivering application interface functionality to end users through web browsers and connected devices. This pattern creates Rich Internet Applications, Single Page Applications, Widgets, and web pages, based on Responsive Web Design. The User Interface (UI) is focused on delivering an integrated and consistent functionality, enhancing the end user’s experience and workflow — not a single business system from UI to data.
This pattern will utilize, but should not contain, the following areas of business systems:
•Brand Implementation•Domain Services•Business Process Management•Business Rules Engine
UX Strategy Team15
The UXi PatternSocialization and Education (Page 2)
• Deliver content and functionality to end user based on the screen resolution and device capabilities.
• Adapt to the delivery medium without user intervention.• Aggregate backend services, workflows and processes into an intuitive, highly
integrated UI that focuses on user experience, productivity and ease of use.• Utilize standards based web technologies including
HTML5, CSS3, and JavaScript.• Provide a single architectural pattern, style and technology
stack for all UI needs on all connected devices and browsers.• Exclude proprietary thick technologies such as Adobe Flash,
Microsoft Silverlight and Java applets. • Modernize our UI technology skillsets to state of the art.• Lay the foundations for a competitive and highly flexible
UX technology practice within QuikTrip.• “Responsiv e Design” Techniques• “Decision Tree” Usage when Uxi appropriate
The focus of this UX Interface pattern is to:
UX Strategy Team16
DefineScope of UX Strategy, Definitions
AlignBusiness Strategy, BPM, SOA, Architecture, Data, PMO, Testing
OrganizeStructure, Governance, Execution
Our Charter
TransformDevelop staff, Grow, Evolve
Guide organization and define adoption of intuitive user experience impacting the QuikTrip brand, organizational processes, structure, and skills.
UX Strategy Team17
DEFINE Collaboration
between UX and Architecture
teams.
PATTERNSocialization
CONSIDEREnterprise Playbook
How do changes impact each roleHow do changes impact process
UX ROADMAPTechnical Plan
Device StrategyOrganizing Alignment
Training StrategyAlignment
Organize UX Strategy - Next Steps
UX Strategy Team18
Assign Persona Group Owners
02Persona Groups
Persona Owners:•Champion Projects within the Persona•Govern platform(s) and/or device(s) used by the Persona•Work closely with other Persona owners to establish standards and best practices across Personas.•Serve as member of the UX Steering Committee to determine the future direction of UX.•Establish business relationship with business leaders for the Persona•The breakdown to the left is a current assumption and requires further thought and conversation with business
Persona 1Back Office
Persona 2Mobile
Persona 4Customer
Persona 5Call Center
Persona 3Front Office
Persona 6Middle Office
QuikTrip
UX Strategy Team19
Execution is EverythingUX Governance Structure
01Strategy Team
03UX Competency Team
Capability Team LeadSolution ArchitectStrategy Architect
Analyst(s)Developer(s)
05Mobile
Front OfficeRetail
Call Center?Middle Office? Back Office?
App Delivery Teams/Owners
02Steering Committee ChairArchitectureMobile PersonaFront Office PersonaMiddle Office PersonaBack Office PersonaCall Center PersonaClient PersonaBusinessData, Test
Steering Committee 04UX Competency
Team
Business/User Centered
Design (UCD)
Competency Team:• Cross section of technology teams represented• Serve as a “center of excellence” for UX working with UX projects to guide on processes, tools and technologies.• Evaluate standing processes, tools and technologies to determine gaps or recommend changes to the UX Steering Committee (rapidly changing space)• Primary liaison to User Center Design• Roadmap planning with Architecture
Steering Committee:•Senior decision making body for UX•Meets regularly to evaluate and evolve the UX organization, pattern and tools to ensure proper UX adoption.•Reviews all UX candidate projects•Defines the development and training plan UX resources•Ensures proper governance of UX development •Evaluates the recommendations of UX Competency Team•Coordinates with other Pattern Steering Committees (SOA) as needed.•Provides periodic progress updates to Sr Leadership
Strategy Team:Scope and recommendations with Technology LeadershipEngage business leaders to ensure strategic alignment
UX Strategy Team20
DefineScope of UX Strategy, Definitions
AlignBusiness Strategy, BPM, SOA, Architecture, Data, PMO, Testing
OrganizeStructure, Governance, Execution
Guide organization and define adoption of intuitive user experience impacting the QuikTrip brand, organizational processes, structure, and skills.
Our Charter
TransformDevelop Team, Grow, Evolve
UX Strategy Team21
RESTATEAlignment actions throughout earlier
part of deck- Business Alignment
MEETINGWith Business
Process Management to
discuss coaching/orientation opportunities
MEETINGwith SOA
(Service-Oriented Architecture)
Architectural Pattern Strategy
PRESENTProgress and
further recommendations
in next forum.
Align UX Strategy - Next Steps
UX Strategy Team22
DefineScope of UX Strategy, Definitions
AlignBusiness Strategy, BPM, SOA, Architecture, Data, PMO, Testing
OrganizeStructure, Governance, Execution
Our Charter
TransformDevelop Team, Grow, Evolve
Guide organization and define adoption of intuitive user experience impacting the QuikTrip brand, organizational processes, structure, and skills.
UX Strategy Team23
UX Representative (Brad) now available
Training – 1 round
Training existing staff thru engagement of UX Competency Team (for now)
Maintenance of UX pattern
Transform
Adapting to NextGen recommendations
UX Strategy Team24
Progress to Date
Make an Impact
New Development Pattern
Train on Development Language
Define Holistically, Technology & Process
UX Strategy Team32
Glossary
http://uxpa-uk.org/resources/glossary-of-terms
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