文档介绍：Customer-Centered Design at HP
Nancy L. Clark & Craig B. Neely
Overview
Why is Customer-Centered Design important?
HP Customer-Centered Design Services (CCDS): Who are we?
Overview: Where we fit in the Product Development Process
Case Study: Designing a complex application suite
Case Study: Merger of Compaq and HP support web sites
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Why is Customer-Centered Design Important?
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HP Customer-Centered Design Services (CCDS): Who we are
Center of competency in customer research and designing user interfaces, with facilities around the country
Staff educated and experienced in cognitive & physiological disciplines
Centralized resource for HP design teams who do not have research, design, & testing skills
Primary value add to HP design teams:
Improve development process by bringing HP design teams together, creating a common product vision
Bring target users of products together with design teams to define, design, develop customer-centered products
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Product Development Process: Overview
Our Focus:
User analysis, requirements
Product definition, design, & development for ease of use and usefulness
Other Elements of the Customer Experience:
Ordering, delivery
Documentation
Installation
Integration with 3rd party products
Customer Support
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Case Study: Designing a Complex Application Suite
Storage Network Management Challenges
Very large scale, distributed networks – thousands of devices, huge amounts of data
Very complex to manage
Need continuous, reliable access to critical business data
Imagine a hard drive crash!
Real-time monitoring
Fast troubleshooting
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Case Study: Designing a Complex Application Suite
Challenges:
Vague product concept
Customers’ priorities?
Developing a shared vision
Solutions:
Customer focus groups
Designed sketchy prototypes, customers filled in blanks
Value:
Requirements, shared vision
Not just a launch point for management applications!
Network representati