For a Better User Experience in Call Centers, Press 1...
Transcript of For a Better User Experience in Call Centers, Press 1...
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1 GfK User Centric, 2013
Presentation to UX Masterclass
Prague, October 2013
Robert M. Schumacher, Ph.D. | Executive Vice President | GfK UX
Gavin S. Lew | Executive Vice President | GfK UX
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2 GfK User Centric, 2013
Benefits
of good
UX
Costs
of poor
UX
What
can you
do?
What is
UX?
Business
Value of
UX
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3 GfK User Centric, 2013
Costs
of poor
UX Business
Value of
UX
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4 GfK User Centric, 2013
Three UX Stories
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5 GfK User Centric, 2013
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6 GfK User Centric, 2013
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7 GfK User Centric, 2013
$9,000,000,000 to the taxpayers
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Poor UX Costs Money
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9 GfK User Centric, 2013
My Ford Touch
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10 GfK User Centric, 2013
$50 per car
*5M
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11 GfK User Centric, 2013
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12 GfK User Centric, 2013
Poor UX Costs Market Share
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13 GfK User Centric, 2013
13
Medication Administration
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14 GfK User Centric, 2013
10,000 units 5,000 units 10 units 10,000 units
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16 GfK User Centric, 2013
Poor UX Costs Lives
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17 GfK User Centric, 2013
17
Redesign
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If we don’t set out to make bad user experiences…
Why are there so many bad user experiences?
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19 GfK User Centric, 2013
High Low
Low
High
Usable
Functional
(Utility)
The Target Quadrant
Objective: Make
things that are
useful and
usable
Where a lot of
products end
up Knowing the features is not enough.
You have to know how to put those
features into the product to build the
overall user experience.
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Programmers and designers don’t wake up and say:
‘I’m think I’m gonna make things a
little harder for those users today.’
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21 GfK User Centric, 2013
What is
UX?
Business
Value of
UX
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UX is about one thing
Behavior
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23 GfK User Centric, 2013
Measure
Change
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Source: Intel Free Press [CC-BY-SA-2.0 (http://creativecommons.org/licenses/by-sa/2.0)], via Wikimedia Commons (free media)
We measure, because we do not
have all the answers
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25 GfK User Centric, 2013
Core Issues
We change by taking measures to
shape the experience
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26 GfK User Centric, 2013
Usability is just part of User Experience (but an important part)
User
Experience
(UX)
Usability
Aesthetics
Task / Features
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27 GfK User Centric, 2013
Usability Defined
The extent to which a product can be used by
specified users to achieve specified
goals with effectiveness, efficiency, and
satisfaction in a specified context of use
Users | Tasks | Environments
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Attitude & Opinion (These are not behavior)
Function Aesthetic
What Usability Is Not
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29 GfK User Centric, 2013
If we don’t set out to make bad user experiences…
Why are there so many bad user experiences?
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30 GfK User Centric, 2013 Source: GfK UX (2013). Sweet Spot diagram
Technological
Capabilities
Product
User
Performance
Customer
Needs
Business
Objectives
Who wants to build a bad product?
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31 © GfK User Centric, 2012
UX as Adjectives
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32 © GfK User Centric, 2012
Source: GfK UX (2013). UX Adjectives Word Cloud 2
UX Adjectives you want…
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UX is More than “just” the Product
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Product or
Service
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35 GfK User Centric, 2013
Web Site
Out-of-the-
Box
Experience
IVR
User
Guide
Store
Experience
e-com
Call
Centers
HR
Paper Bills
Product or
Service
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Benefits
of good
UX
Business
Value of
UX
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37 GfK User Centric, 2013
Three UX Stories
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38 GfK User Centric, 2013
Only 10% of people who have a
programmable thermostat create a schedule
90% of people who have a programmable
thermostat don’t program it
Programmable thermostats as implemented
waste more money than static thermostats
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39 GfK User Centric, 2013
One device in an
ecosystem of
connected
devices
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40 GfK User Centric, 2013
Good UX: Understanding user behaviors
creates market potential
40
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41 GfK User Centric, 2013
I’d like the number
for Mail Boxes Etc
in Elgin
Challenge:
Improve customer
satisfaction while reducing cost
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Results
0.6 s Faster Old Design New Design
Annual Recurring Savings
$2,940,000
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43 GfK User Centric, 2013
Good UX: Small changes can have big impact
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The $ 200 million button
Projected Sales Increase
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45 GfK User Centric, 2013
Good UX: Observing users easy to do; big return
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46 GfK User Centric, 2013
What
can you
do?
Business
Value of
UX
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47 GfK User Centric, 2013
UX Research Takeaways:
• Usability can be Measured
• Good Design begins with the Right Research
• Usability is a process; it is not ‘one and done’
• User research can be done at the speed of the
business
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48 GfK User Centric, 2013
The Usability Workbench…
; ; ;
Focus Group
Summative Usability
Testing Formative Usability
Testing
Contextual
Enquiry Journey Map
The trick is to know when to use each tool
Personas
Eye Tracking
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49 GfK User Centric, 2013
“Anticipated Use” Expectations BEFORE
using a device
Engaging and
effective experience DURING use
Before During After
Experience that
impacts the Brand Experience AFTER
Source: GfK UX (2013). UX Testing Labs 1, 2, 3
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50 GfK User Centric, 2013
Common User-Centered Design Process: Insertion Points
• Usability evaluation/ expert review
• User surveys
• Content/ feature mapping
Existing interface?
Context for use
Mental model
• User research interviews
• Field observation
• Site visits
• Goals analysis
• Task analysis
• Interaction models & storyboards
• Card sorting
• Information architecture
Identify areas for improvement
How/why is it used and by whom?
Identify key user goals and approach
Iterative design
Validation and testing
Navigation & screen flow
Collaboratively design, review, validate, and repeat to refine the user experience
Usability testing & A/B testing
Prototype
Visual design (icons, colors, branding)
Low-fidelity wireframes
Usability testing & user interviews
Review & revision
Development
• User interface specifications
• Style & branding guides
• Graphic design implementation guides or notes
• Icons & other image assets
• Templates (HTML, CSS, Javascript, XAML, etc.)
Preserve the design's integrity
Review & revision
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51 GfK User Centric, 2013
Already have something in the market?
• Usability evaluation/ expert review
• User surveys
• Content/ feature mapping
Existing interface?
Context for use
Mental model
• User research interviews
• Field observation
• Site visits
• Goals analysis
• Task analysis
• Interaction models & storyboards
• Card sorting
• Information architecture
Identify areas for improvement
How/why is it used and by whom?
Identify key user goals and approach
Iterative design
Validation and testing
Navigation & screen flow
Collaboratively design, review, validate, and repeat to refine the user experience
Usability testing & A/B testing
Prototype
Visual design (icons, colors, branding)
Low-fidelity wireframes
Usability testing & user interviews
Review & revision
Development
• User interface specifications
• Style & branding guides
• Graphic design implementation guides or notes
• Icons & other image assets
• Templates (HTML, CSS, Javascript, XAML, etc.)
Preserve the design's integrity
Review & revision
![Page 52: For a Better User Experience in Call Centers, Press 1 Nowi.iinfo.cz/files/ux-masterclass/332/robert... · (HTML, CSS, Javascript, XAML, etc.) Preserve the design's integrity . GfK](https://reader033.fdocuments.net/reader033/viewer/2022050405/5f829d08241c732a9707e790/html5/thumbnails/52.jpg)
52 GfK User Centric, 2013
Understand how products get used
• Usability evaluation/ expert review
• User surveys
• Content/ feature mapping
Existing interface?
Context for use
Mental model
• User research interviews
• Field observation
• Site visits
• Goals analysis
• Task analysis
• Interaction models & storyboards
• Card sorting
• Information architecture
Identify areas for improvement
How/why is it used and by whom?
Identify key user goals and approach
Iterative design
Validation and testing
Navigation & screen flow
Collaboratively design, review, validate, and repeat to refine the user experience
Usability testing & A/B testing
Prototype
Visual design (icons, colors, branding)
Low-fidelity wireframes
Usability testing & user interviews
Review & revision
Development
• User interface specifications
• Style & branding guides
• Graphic design implementation guides or notes
• Icons & other image assets
• Templates (HTML, CSS, Javascript, XAML, etc.)
Preserve the design's integrity
Review & revision
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53 GfK User Centric, 2013
Back to
Entry
Point
User may be first-time or repeat visitor
User is just browsing for information on upcoming events
"I want to see what's coming soon"
Just Browsing
for Info by:
- Act
- Venue
- Date
- Genre
- Geographic Area
- Upcoming Events
Back to
Entry
Point
Just-browsing...
Seeing what's available...
Browse by Name
(Event / Venue)Browsing by Genre Browsing by Date Browse by Deals
Search by Name
Show GenreShow me what's coming up
this weekendShow me latest deals
Show search results
List of Acts: Metro
List of Venues: Metro
e.g., Amazon.com
Tix
Avail?
TM.com should offer help
- Email new dates
- Avail tickets
- Next Concert
- etc.
Anything
interesting?
TM.com should help
- Try another venue?
- List headliners
Go to
Buy
"What's
playing at the
Metro?"
"What deals
are available?"
"What is
available this
weekend?"
"What would
be fun to do
with the
family?"
Show List of Events
Select Act or
Venue
Select
Performance
Yes
No
Exit
Ticketmaster.com
No
Yes
Depression
Try to limit browse
to 3-4 steps
Select Genre
Select sub-
categories
Show sub-category lisitng
Search by full listing?AlphaNumeric Jum
Jump to Date
Sort by VenueSort by State
Sort by State
Closest to Zip
Search by Price
Show List of Acts
Search by full listing?
AlphaNumeric Jump
Show
Events
Show
Events
Show
Events
Search by DatePromo on Home
Link to Promos
Show Genre
Select Promo
Show
Events
Understand the Interaction
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54 GfK User Centric, 2013
Understand how customers “think”
• Usability evaluation/ expert review
• User surveys
• Content/ feature mapping
Existing interface?
Context for use
Mental model
• User research interviews
• Field observation
• Site visits
• Goals analysis
• Task analysis
• Interaction models & storyboards
• Card sorting
• Information architecture
Identify areas for improvement
How/why is it used and by whom?
Identify key user goals and approach
Iterative design
Validation and testing
Navigation & screen flow
Collaboratively design, review, validate, and repeat to refine the user experience
Usability testing & A/B testing
Prototype
Visual design (icons, colors, branding)
Low-fidelity wireframes
Usability testing & user interviews
Review & revision
Development
• User interface specifications
• Style & branding guides
• Graphic design implementation guides or notes
• Icons & other image assets
• Templates (HTML, CSS, Javascript, XAML, etc.)
Preserve the design's integrity
Review & revision
![Page 55: For a Better User Experience in Call Centers, Press 1 Nowi.iinfo.cz/files/ux-masterclass/332/robert... · (HTML, CSS, Javascript, XAML, etc.) Preserve the design's integrity . GfK](https://reader033.fdocuments.net/reader033/viewer/2022050405/5f829d08241c732a9707e790/html5/thumbnails/55.jpg)
55 GfK User Centric, 2013 Source: GfK UX (2013). Tablet testing in GfK UX’s Hamburg, Germany
Mapping Expectations to Performance = Understanding Mental Model
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56 GfK User Centric, 2013
Test, Learn, Improve, and Test Again is an Iterative Process
• Usability evaluation/ expert review
• User surveys
• Content/ feature mapping
Existing interface?
Context for use
Mental model
• User research interviews
• Field observation
• Site visits
• Goals analysis
• Task analysis
• Interaction models & storyboards
• Card sorting
• Information architecture
Identify areas for improvement
How/why is it used and by whom?
Identify key user goals and approach
Iterative design
Validation and testing
Navigation & screen flow
Collaboratively design, review, validate, and repeat to refine the user experience
Usability testing & A/B testing
Prototype
Visual design (icons, colors, branding)
Low-fidelity wireframes
Usability testing & user interviews
Review & revision
Development
• User interface specifications
• Style & branding guides
• Graphic design implementation guides or notes
• Icons & other image assets
• Templates (HTML, CSS, Javascript, XAML, etc.)
Preserve the design's integrity
Review & revision
![Page 57: For a Better User Experience in Call Centers, Press 1 Nowi.iinfo.cz/files/ux-masterclass/332/robert... · (HTML, CSS, Javascript, XAML, etc.) Preserve the design's integrity . GfK](https://reader033.fdocuments.net/reader033/viewer/2022050405/5f829d08241c732a9707e790/html5/thumbnails/57.jpg)
57 GfK User Centric, 2013
-- Andy Grove, former CEO of Intel
Iterative testing prevents “baked” ideas
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58 GfK User Centric, 2013
80% of usability is navigation / structure
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59 GfK User Centric, 2013
Graphic Treatment is the END GAME, not the foundation
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60 GfK User Centric, 2013
Ensuring Success Requires Effort BEFORE the BUILD
• Usability evaluation/ expert review
• User surveys
• Content/ feature mapping
Existing interface?
Context for use
Mental model
• User research interviews
• Field observation
• Site visits
• Goals analysis
• Task analysis
• Interaction models & storyboards
• Card sorting
• Information architecture
Identify areas for improvement
How/why is it used and by whom?
Identify key user goals and approach
Iterative design
Validation and testing
Navigation & screen flow
Collaboratively design, review, validate, and repeat to refine the user experience
Usability testing & A/B testing
Prototype
Visual design (icons, colors, branding)
Low-fidelity wireframes
Usability testing & user interviews
Review & revision
Development
• User interface specifications
• Style & branding guides
• Graphic design implementation guides or notes
• Icons & other image assets
• Templates (HTML, CSS, Javascript, XAML, etc.)
Preserve the design's integrity
Review & revision
![Page 61: For a Better User Experience in Call Centers, Press 1 Nowi.iinfo.cz/files/ux-masterclass/332/robert... · (HTML, CSS, Javascript, XAML, etc.) Preserve the design's integrity . GfK](https://reader033.fdocuments.net/reader033/viewer/2022050405/5f829d08241c732a9707e790/html5/thumbnails/61.jpg)
61 GfK User Centric, 2013 6
1
Things you can do
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62 GfK User Centric, 2013
Take the time to observe UX research
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63 GfK User Centric, 2013
Observation means seeing failures
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64 GfK User Centric, 2013
Traditional study take 3-4 weeks or more
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65 GfK User Centric, 2013 65
With Planning, You Can Cut the Time in Half
Who does not have a week to get insight into the user experience???
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66 GfK User Centric, 2013
Plan for UX
User Research placed at critical points
Working readouts as a deliverable (top lines delivered)
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67 GfK User Centric, 2013
UX Research Takeaways:
• Usability can be Measured
• Good Design begins with the Right Research
• Usability is a process; it is not ‘one and done’
• User research can be done at the speed of the
business
![Page 68: For a Better User Experience in Call Centers, Press 1 Nowi.iinfo.cz/files/ux-masterclass/332/robert... · (HTML, CSS, Javascript, XAML, etc.) Preserve the design's integrity . GfK](https://reader033.fdocuments.net/reader033/viewer/2022050405/5f829d08241c732a9707e790/html5/thumbnails/68.jpg)
68 GfK User Centric, 2013
Code of Hammurabi #229
If a builder build a house for some
one, and does not construct it properly,
and the house which he built fall in and
kill its owner, then that builder shall be
put to death.
![Page 69: For a Better User Experience in Call Centers, Press 1 Nowi.iinfo.cz/files/ux-masterclass/332/robert... · (HTML, CSS, Javascript, XAML, etc.) Preserve the design's integrity . GfK](https://reader033.fdocuments.net/reader033/viewer/2022050405/5f829d08241c732a9707e790/html5/thumbnails/69.jpg)
69 GfK User Centric, 2013
Code of Hammurabi #229
If a builder build a house for some
one, and does not construct it
properly, and the house which he
built fall in and kill its owner, then that
builder shall be put to death.
If a designer builds a program for
some one, and does not construct it
properly, and the program which he
built fails and kills its user, then that
designer shall be put to death
![Page 70: For a Better User Experience in Call Centers, Press 1 Nowi.iinfo.cz/files/ux-masterclass/332/robert... · (HTML, CSS, Javascript, XAML, etc.) Preserve the design's integrity . GfK](https://reader033.fdocuments.net/reader033/viewer/2022050405/5f829d08241c732a9707e790/html5/thumbnails/70.jpg)
70 GfK User Centric, 2013
70
Even Ancient
Babylonians understood
that designers carry the
responsibilities for their
design…
Imagine if today’s
programmers were held
to Hammurabi’s Code,
our programs would be
much better ;)
![Page 71: For a Better User Experience in Call Centers, Press 1 Nowi.iinfo.cz/files/ux-masterclass/332/robert... · (HTML, CSS, Javascript, XAML, etc.) Preserve the design's integrity . GfK](https://reader033.fdocuments.net/reader033/viewer/2022050405/5f829d08241c732a9707e790/html5/thumbnails/71.jpg)
71 © GfK 2013 | UXM Prague: Service Design – Beyond Customer Journey Mapping | October 2013
Robert M. Schumacher, Ph.D.
EVP, GfK User Centric
Gavin S. Lew
EVP, GfK User Centric