PORTAL! An Intranet Game

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PORTAL! An Intranet Game. Workshop on Planning, Design and Implementation KMWorld 2005 November 14, 2005. Peter Jones, Nick Kizirnis Redesign Research. Getting Started. Welcome, Who we Are Peter Jones, Redesign Research Nick Kizirnis, LexisNexis Getting to know you - PowerPoint PPT Presentation

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<ul><li><p>PORTAL! An Intranet Game Workshop on Planning, Design and Implementation</p><p>KMWorld 2005 November 14, 2005Peter Jones, Nick Kizirnis Redesign Research</p></li><li><p>Getting Started</p><p>Welcome, Who we ArePeter Jones, Redesign ResearchNick Kizirnis, LexisNexisGetting to know you Name, Organization, and role only - Our ApproachTheres simply too much to cover, so we will Simulate problems through discussionShare lessons from experienceLearn from each other in small groups</p></li><li><p>About this Workshop </p><p>Whats to Learn?You dont need another lectureYou may need to know how to deal Objectives: We want you to come away with:I can do this.This makes more sense to me now.This helps me fit together new ideas with what I know.How? By identifying key decision points.By knowing how to leverage your priorities.Knowing that you have options.</p></li><li><p>How will this work? An Agenda</p><p>Start with your business.Drivers and constraints of businessA brief exerciseThen Planning, Requirements, Nick, then Pete talks briefly.Another exercise (in small groups)The break for coffeeThen Design, Implementation. What can we say in 20 minutes? A Design exercise, then wrap up.</p></li><li><p>What are the handouts?An outline of the content spaceOur outline of the problem spaceWe look at practices team practices</p><p>What to do, when, and how.These are the Big Ideas for:Leverage Making the most of your positionPriorities Focus only on whats importantOptions - when all else fails! </p></li><li><p>Cut to the chase A definitive report on portal design, usability, &amp; implementation:Goodwin and Nielsen (2002-2005) Building Intranet Portals - a Report From the Trenches</p><p>We have learned from Nielsens work - but have our own experience to add.In each content area, we note applicable Nielsen findings and lessons learned:EndorsedCritiqued</p></li><li><p>Know your Business (Why you have this job)Business Drivers: Prime motivators for action and change.Business strategy is a coordinated response to drivers of the industry. - Competition: Strong products- Cost: Reduce systemic costs and waste- Control: Improve operational effectiveness Organizational Needs: - Efficient communication across enterprise a single portal or communications path- Self-service of employee benefits and registrations- Resource for managers- Support for each business function, operational/product/sales </p></li><li><p>Business and Organizational IssuesInquire about the real Business Needs Typical Needs as Given: Productivity Eliminate duplicate technology &amp; communications Single portal for company communication</p><p>How do you measure ROI?</p><p>When facing portal decisions, call on business needs!</p></li><li><p>Organizational Infrastructure Does legacy pre-determine your portal? </p><p>How do you do portals? By type of technology? By function? By organization? By who pays? Project types:Initial Building from scratch Conversion e.g. from Intranet to Portal Major Redesign Dealing with patchwork Update Adding features, search, etc.</p></li><li><p>Key Portal FeaturesSearchSingle Sign-OnIntegration of multiple intranet sitesBusiness Process CoordinationDocument ManagementSelf-Service (e.g.. benefits, employee data)Personalization</p></li><li><p>Organizational LessonsPeople issues are the biggest cost in portal implementation.We agree thats why our focus on decision-making process.Involving users from an early stage eases acceptance problems. (Unhappy users mean low ROI.)Yes, but who are users? Employees? Managers? How many? Set up a cross-function steering group (users feel they have a voice, &amp; to overcome resistance).Have 2-3 feedback groups Management steering group, Customer Advisory Board (CAB), and User Council.Stop funding non-compliant projects to speed standardization.Yes, but who, how? Portal teams do not control that funding!If a portal is good, people will see its benefits eventually.Portals take over! Resistance is futile. Benefits must be immediate.From Nielsen, 02-05</p></li><li><p>Your Exercise 1: Individual Portal ProblemsWork in pairs, interview each otherAsk each other &amp; take notes:Tell me about your jobYour current problemWho is/are your customers?What do they (customers) want?What are you able to deliver? Post your notes to flip charts by Project Type</p></li><li><p>Portal PlanningGather Your ResourcesWho are you and what do you?Who else is out there and how can they help?Creating the team Be a project managerDocument your work Working with teams, scope, budget and scheduleBe a product managerConsider the enterprise Know your audience, plan for user research Connect back to why you are building the portalKnow your portal(s)!</p></li><li><p>Content PlanningWhat is the Content?SubjectsStructureWho owns the Content?Establish accountability Where is the Content?Location, location, location(s) Centralize or de-centralizeTell us all about the contentContent Inventory/AuditROT: Redundant, Out-Dated, Trivial</p></li><li><p>Technical PlanningTake IT to lunchBe partners not adversariesChecks, Balances and being in the knowRead the Manual (or the Cliff Notes)Potential user, technical, budget, political issues Its slow systems testingHow well does the current system work? What are the issues?How much better is the solution? Really?</p></li><li><p>Planning &amp; Content Management Lessons Portals do not solve intranet usability issues. They can create them.True has anyone launched a portal that wasnt used?Portal tech may demand tradeoff between speed &amp; flexibility. Decide which is most important to you.(But having flexibility &amp; lots of design options doesnt always improve user experience.) Decide on your priorities before choosing.How to determine your priorities?Think about the different ways content might be used once in portal.Dont just think about find out from your user base.You will need central guidelines to ensure usable content. Rules can make users lives easier in the long run.Consider service-level agreements for internal providers.(And how is this going?)From Nielsen, 02-05</p></li><li><p>Requirements, a dynamic visionWhere you discover them:Organizational Overall business and organization needs (See Section 1)Team Tools, content, and resources for product teams and working groups Employee Individual task needs, portlets and tools for getting job done</p></li><li><p>Enterprise portal stakeholdersCorporateHR, BenefitsOperations, IT, CTOCorp CommunicationsSalesProduct ManagementProjects, DevelopmentWorkgroupsUsersUsersUsersUsersUsers123</p></li><li><p>Requirements GatheringTeam process with Project Mgt, Business unitAn actively managed process be proactive.Meaning, try thinking like your customers.</p><p>Practices To learn, try one for each customer:Customer Roundtables Focus GroupsUser SurveysPersonas &amp; Task Scenarios:Organizational line managersEmployeesStaff (e.g., HR, Corp Comm, Purchasing)Contextual Interviews / ObservationsUsability Testing (Test current &amp; identify new)</p></li><li><p>Task &amp; Content RequirementsA strong task model simplifies everything. Trade-offs between business needs as stated &amp; tasks.</p><p>Structure content by Function not Department What are the tasks all employees will accomplish?Document your Task Model (or Use Cases)Review with stakeholders. Prioritize your features, tools, and gadgets</p><p>Better to have fewer good tools - than many mixed-purpose &amp; utility</p></li><li><p>Being Agile with Requirements?Analyzing requirements?You will not have time to analyze.Instead, creative decision-makingSetting priorities within &amp; among customers, features, user tasksRapid, Adaptive DevelopmentAgile process (Highsmith, Cockburn)Requirements largely speculativeUse prototypes, collaborative designRapid revision, quick feedback testsSee agilemanifesto.com</p></li><li><p>Being Agile means:TimeboxingEstablish delivery cycles &amp; timeboxes in eachDeliver once/monthDevelopers meet once/dayF2FCustomers once/weekF2FRequirements changeSince they will change, welcome changeIf youre collaborating, no real surprises occurLeverage your priorities to manage scopeContinuous development portal is low-risk</p></li><li><p>User Experience &amp; IAInformation Architecture (IA)</p><p>Task &amp; Workflow modelsContent structure &amp; guidelinesNavigation and site mappingPage layout and structureFinding tools: Search, results, redirection</p><p>Effective structuring of content and information for communication, usability, readability.</p></li><li><p>Information Architecture methodsConstraints:</p><p>ScopeSearch TechTemplatesSize, volumeContentTimeLegacy data</p><p> IA Methods:</p><p>User models:Personas</p><p>Task models:Activity maps</p><p>Prototypes:- Page- Visual- Info design</p><p>User Testing:Simple Usability</p><p> IA Products:</p><p>Personas &amp; scenarios</p><p>Tasks = Functions</p><p>Prototypes =- Paper- Wireframes- Mockup - Interactive</p><p>(Depending on scale/risk, use one or all)</p></li><li><p>User Experience (UX)</p><p> Design considerationsSite StructureNavigationInterface and Interaction DesignVisual and Branding DesignContent guidelines Considers all aspects of user interaction with site, company, brand, products. </p></li><li><p>Site Design LessonsNot all portals have a single home page. - They can be unified by common navigation.A good approach to integrating divergent content.Good portal design is efficient, not fancy. - Busy users may prefer to get their jobs done quickly and go home, not play games and personalize their pages.For most corporate users, content takes priority over style.Keep it minimal - But develop a strong internal brand. Portal design reflects corporate culture (organizational values).Values can also be used as guidelines for setting priorities. From Nielsen, 02-05</p></li><li><p>(More) Site Design Lessons Dont force portal IA to reflect departmental structures. -It is often better to organize information by function.Yes but how to determine functions? Tasks? Product lines? Internationalization must work globally, not just locally.A major challenge, hugely time consuming. Information standards are more challenging than design &amp; layout standards. Because portal templates set your design in stone. Content fluctuates wildly so Process: Have a specialist editor in each content area submit information to the portal.From Nielsen, 02-05</p></li><li><p>UX &amp; IAUser Experience EvaluationAlertbox: 4 usability methods, also requirements:User testing Field studiesDesign standardsCustomer roundtables</p><p>In the push to release, what gets skipped is what can be skipped, and thats often user testing. Dont skip it do guerilla usability:Small samples of 5 users (1-3 sets)Structured (task-based) testing - and open-ended (contextual) observation</p></li><li><p>User Experience Lessons Usability costs extra upfront, but pays off later.It doesnt cost that much and it pays off right away.Dont ever assume you know what users want.Sorry youre not a real user!User surveys work well for setting direction and highlighting problem areas.You will always get responses from a portal survey. But you can learn a lot from a face to face user testing.From Nielsen, 02-05</p></li><li><p>ImplementationDevelopment IssuesGetting the contentTesting with the teamRolling OutCommunicate!Provide guidelines and helpWhat did you learn? GovernanceManaging features Who monitors and evaluates?</p></li><li><p>ImplementationROIWhat are the costs of this system?What do you get for that?EducationYOU = evangelistTraining options meet user needsMoving ForwardThe team, board and/or council What happens now?</p></li><li><p>Keep in Touch -Tell us how this went! What to change Peter JonesManaging Principal, Redesign Researchpeter@redesignresearch.com redesignresearch.comNick KizirnisIntranet Manager, LexisNexisNick.kizirnis@lexisnexis.comlexisnexis.com</p><p>Why is this important? This is where your (internal) customers are coming from, what they are responding to.To be effective in the portal game, you must know what youre playing for to win at business in your industry.If you can tie your arguments to business needs and drivers, not just ROI, youll have a most compelling case.Why is this important? This is where your (internal) customers are coming from, what they are responding to.To be effective in the portal game, you must know what youre playing for to win at business in your industry.If you can tie your arguments to business needs and drivers, not just ROI, youll have a most compelling case.Why is this important? This is where your (internal) customers are coming from, what they are responding to.To be effective in the portal game, you must know what youre playing for to win at business in your industry.If you can tie your arguments to business needs and drivers, not just ROI, youll have a most compelling case.People issues are the biggest cost in (any) portal implementation.We agree thats why we focus on decision-making process.Involving users from an early stage eases acceptance problems. (Unhappy users mean low ROI.)Yes, but who are users? Employees? Managers? How many? Results of usability testing can help convince the skepticsA cross-departmental steering group makes users feel they have a voice, &amp; helps overcome departmental resistance to the portalAn independent speaker can help sell portal benefitsWithdrawing funding for non-portal-compliant intranet projects helps speed-up standardizationBe patient - if the portal is good, people will usually come around to its benefits eventually.</p></li></ul>

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