Globalizing Content for Online Security Stephan Cocron Global Content Manager VeriSign, Inc.

Contents VeriSign Company Overview Product Development Process UX Team Overview UX Team – An Inside Look Q & A Interaction and Visual Design User Research and Usability Testing Global Content Implementation Documentation

VeriSign, Inc. Overview Trusted provider of Internet infrastructure services for the networked world. Our products and services SSL, Identity and Authentication Services, Domain Name Services Where we are 25 Countries, 5 Continents Support in 11 languages

Where We Are: 25 Countries, 11 Languages VeriSign.com

1.Visitors come to and find out about the company Prospective customers learn about our SSL products. 3. They consider which SSL Certificate is right for them. Web Team: Pre-Buy 4. They make their selection and click “ Buy ”

UX Team: Post-Buy Overview We are a team of interaction and visual designers, content and localization managers, front end implementation engineers, usability testers, and documentation experts. Deliverables We work directly with the Engineering team to design, test, implement, and localize the UIs and inline help for all of our products. Collaboration Web Properties Team Product Management Engineering QA Legal

UX Team

Product Design Process Production Stages Product Marketing and Product Management User Experience Engineering Quality Assurance User Experience works hand-in-hand with multiple departments in an iterative and collaborative fashion

VeriSign User Experience Team Interaction and Visual Design User Research and Usability Testing Global Content and Documentation Implementation Collaborate > Innovate > Iterate

Interaction and Visual Design Overview Interaction designers create User flows and design the behavior of the application. Visual designers develop the Visual look and feel of the product. Deliverables Mockups, User stories, Page Flows, Low- and High-Fidelity mockups, Competitive Analysis. Collaboration Content Writers Usability Implementation Engineering

Interaction and Visual Design Flow > Prototype > Wireframe > Mockup Flow Diagram Paper Prototype Wireframe High-Fidelity Mockups

User-Centered Design and Testing Early stages User research Focus groups Sketches Surveys Interviews User observations Design stages Mockups Flows HTML prototypes Lo/Hi-fidelity mockups Core/Feature Testing During development Post-release International testing Verification Done at any stage International UAT Collaborate > Innovate > Iterate

User Research and Usability Testing Overview User Researchers and testers gather and analyze information about prospective and current users, design usability test plans and scripts, present findings and make recommendations. Tools and Deliverables Usability Lab and Observation Room, Eye Tracker, Session capture tools, Remote testing tools, survey tools, international testing labs. Collaboration Interaction and Visual Designers Content Writers Implementation Engineering

Usability Lab and Observation Room

Eye Tracker

Eye Tracker In Action Review gaze patterns Note exceptional or problematic test outcomes Confirm initial test observations Redesign Retest

Global Content Overview Web Content Writers author UI content, write in-line help. Global Content Manager plans content and localization projects, manages content writers, localization vendors, and ensures localizability of source content. Tools XML authoring tools, bug tracking software, video editing tools, design tools, SDL TMS and MultiTerm. Collaboration Interaction and Visual Designers User Research and Usability Testing Documentation Implementation Engineering QA

Global Content Collaborative effort between Design, Content, and Localization Mockups are sent to translators for contextual reference. Translators can verify terminology while looking at a site design. Content and Localization Prep

Implementation Overview The Implementation team is the glue between Design and Engineering. Tools and technologies Javascript, HTML, XML, XSL, JSP, development tools, UI tools, QA tools Collaboration Interaction and Visual Designers User Research and Usability Testing Global Content and Documentation Engineering QA

Documentation Overview The Documentation Team authors B-to-B manuals and guides for our OEM products. Tools and Technologies FrameMaker, XML editors, DITA tools, CMS Collaboration Interaction and Visual Designers User Research and Usability Testing Implementation Engineering QA

Localization in User Experience Advantages Upstream Part of product design process Early look at I18N issues Better product understanding More proactive planning

Localization in User Experience Challenges Agile L10N not fully developed Evangelization needed for L10N turnarounds L10N / I18N issues not always prioritized Chaotic: Churn, Feature Creep LQA not integrated into process Marginal International UT

Localization in User Experience Future Strategies Agile L10N process Bring vendors in earlier Fuller I18N testing More robust LQA Fuller international UT

Q & A Thank You! Stephan Cocron