惠普产品开发.pptx

Customer-Centered Design at HPNancy L. Clark Craig B. Neely OverviewWhy is Customer-Centered Design important?HP Customer-Centered Design Services (CCDS): Who are we?Overview: Where we fit in the Product Development ProcessCase Study: Designing a complex application suiteCase Study: Merger of Compaq and HP support web sites8/6/20232 Why is Customer-Centered Design Important?8/6/20233 HP Customer-Centered Design Services (CCDS):Who we areCenter of competency in customer research and designing user interfaces, with facilities around the countryStaff educated and experienced in cognitive physiological disciplinesCentralized resource for HP design teams who do not have research, design, testing skillsPrimary value add to HP design teams: Improve development process by bringing HP design teams together, creating a common product visionBring target users of products together with design teams to define, design, develop customer-centered products8/6/20234 Product Development Process: OverviewOur Focus:User analysis, requirementsProduct definition, design, development for ease of use and usefulnessOther Elements of the Customer Experience:Ordering, deliveryDocumentationInstallationIntegration with 3rd party productsCustomer Support8/6/20235 Case Study: Designing a Complex Application SuiteStorage Network Management Challenges Very large scale, distributed networks – thousands of devices, huge amounts of dataVery complex to manageNeed continuous, reliable access to critical business dataImagine a hard drive crash! Real-time monitoring Fast troubleshooting8/6/20236 Case Study: Designing a Complex Application SuiteChallenges:Vague product conceptCustomers’ priorities?Developing a shared visionSolutions:Customer focus groupsDesigned sketchy prototypes, customers filled in blanksValue:Requirements, shared visionNot just a launch point for management applications!Network representationView of business apps, dataPlanning8/6/20237 Case Study