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Slides for my talk delivered during local WUD 2014 event (WUD na Pradze in Warsaw). Mostly useful as a reminder for WUD attendees, but I'm looking forward to any feedback. Keywords/buzzwords: - User Centered Design in practice - UX Design for the corporate world - Leveraging internal communication to build engagement - Training solutions for corporate world
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User Centered Design in practiceAdding a human touch to corporate software
Cyryl Kwaśniewski, Roche Polska
So, what does Roche do?
Designs, manufactures and sellsdrugs and diagnostic devices
http://www.strategyand.pwc.com/global/home/what-we-think/global-innovation-1000/top-20-rd-spenders-2014
Top 20 R&D Spenders 2008-2014
So, what does Roche do?
15 countries85.000 Employees
21 million patients in 2013
Why is this so important?
We treat the most serious diseases.
Why is this so important?
All eyes on us.
Why is this so important?
Cleaning a device requires a procedure.
Why is this so important?
In drugs industry there is a lot of procedures.
Why is this so important?
Everything has to be documented.
Info about the
training Info about the
participants
When you have 2100 trainings per montha lot of documents is created.
What happens with a document once it’s created?
We have a process for this.
So what’s the problem challenge?
?
“We think the process is wrong and could be improved.”
“We think the process is wrong and could be improved.”
assumptions lots of assumptions
Let’s verify these assumptions.
What is User Centered Design?
The design is based upon an explicit understanding of users, tasks and environments.
Users are involved throughout design and development.
The design is driven and refined by user-centered evaluation.
The process is iterative.
The design team includes multidisciplinary skills and perspectives.
The design addresses the whole user experience.
What is User Centered Design?
The design is based upon an explicit understanding of users, tasks and environments. → DO RESEARCH
Users are involved throughout design and development. → TALK TO USERS
The design is driven and refined by user-centered evaluation. → TEST DESIGNS
The process is iterative. → TRY AGAIN OFTEN
The design team includes multidisciplinary skills and perspectives. → ALL HANDS ON BOARD
The design addresses the whole user experience. → IT'S NOT JUST AN APP
BenoitSAP developer
CarlyProcess SME
CyrylUX guy
SundeepProject Manager
IT’S OUR RESEARCH
Interviewsand shadowing “watch & learn”:
2 locations4 sites visited
15 people interviewed20 real trainings sessions attended
What did we learn?
The existing process is inefficient.
What did we learn?
The existing process is inefficient.
The existing process
ParticipantTrainer
Roster
The existing process
ParticipantTrainer
Roster
Assistant
The existing process
ParticipantTrainerAssistant
Roster
Learning Expert
The existing process
ParticipantTrainerAssistant
Learning Expert
Roster
SSC
The existing process
ParticipantTrainerAssistant
Learning Expert SSC
Roster
This takes hours or even days
The existing process
ParticipantTrainerAssistant
Learning Expert SSC
RosterSome math:
2100 rosters per month x 3 people involved
x 10 minutes per roster
= 1050 manhours per month
That’s 6 full-time employees doing just paperwork
What else did we learn?
Everywhere is a classroom.
What else did we learn?
Everywhere is a classroom.There no devices available.
What else did we learn?
Everywhere is a classroom.There no devices available.
Available computers are old.
What else did we learn?
Everywhere is a classroom.There no devices available.
Available computers are old.Employees don’t like corporate solutions.
What else did we learn?
Everywhere is a classroom.There no devices available.
Available computers are old.Employees don’t like corporate solutions.
Current solution is rather low-tech.
<photos from research>
This is how rosters are stored
at the moment.
Does not search well.
What else did we learn?
Everywhere is a classroom.There no devices available.
Available computers are old.Employees don’t like corporate solutions.
Current solution is rather low-tech.Errors are hard to fix.
What else did we learn?
Everywhere is a classroom.There no devices available.
Available computers are old.Employees don’t like corporate solutions.
Current solution is rather low-tech.Errors are hard to fix.
Trainers worry.
Task model
Trainer:Prepare → Fill in rosters → Collect signatures → Submit the roster
Participant:Join training → Sign a roster → Receive qualification
Principles
EmpowermentSimplicity
Clarity
So what are our constraints?
Seamless experienceExtremely lightweight
Device-agnosticUsable for every employee
Consistent with other corporate solutionsRequires no training
People must love it ← #engagement
Possible solutions
RFID?QR code?Phone ID?
Design decisions
Badges!
Possible solutions
Everyone has a badge.
Possible solutions
Badge.+
Web application
How did design & development go?
Iteration #1
Iteration #2
Iteration #3
What about #engagement?
* Bonus slide * The whole diagram: http://www.jjg.net/elements/pdf/elements.pdf
Thank you.
Cyryl Kwaśniewskit: @cyrylski@: cyrylski@gmail.com@: cyryl.kwasniewski@roche.com
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