UCD at PeopleSoft | Jeff English & Scott Robinson | User Experience, Supply Chain Management UCD at PeopleSoft ISE 298 Professional Seminar San Jose State University October 22, 2003 Jeff English & Scott Robinson PeopleSoft Supply Chain Management

UCD at PeopleSoft | Jeff English & Scott Robinson | User Experience, Supply Chain Management Enterprise Software l Initially focused on: »Desktop client software »Domain experts are users »Complicated back-end processes l But evolved to: »Web-based UI »“Self-service” interactions »Off-loading work of experts to novice users l This transition has been relatively successful from a technology point of view, but a challenge from a usability perspective

UCD at PeopleSoft | Jeff English & Scott Robinson | User Experience, Supply Chain Management l Central team l Product “pillar” teams l Tools team User Experience at PeopleSoft

UCD at PeopleSoft | Jeff English & Scott Robinson | User Experience, Supply Chain Management User Experience Stakeholders

UCD at PeopleSoft | Jeff English & Scott Robinson | User Experience, Supply Chain Management How do we get user input now? l Previously: heuristic reviews l Testing without context l Shoot-from-the-hip guidance

UCD at PeopleSoft | Jeff English & Scott Robinson | User Experience, Supply Chain Management Getting user input moving forward… l Iterative prototypes w/ testing l Market + user research l Card sorting and tasks analysis l Developing a partnership with customers and product users through a “UE Partners Program”

UCD at PeopleSoft | Jeff English & Scott Robinson | User Experience, Supply Chain Management UE Activity Map

UCD at PeopleSoft | Jeff English & Scott Robinson | User Experience, Supply Chain Management What are barriers to change? l Difficulties include: »Legacy organization »Legacy technology »Legacy UI layout and presentation issues »No validation of user assumptions

UCD at PeopleSoft | Jeff English & Scott Robinson | User Experience, Supply Chain Management The Enterprise Development Pyramid linguistic visual behavioral architectural  Development (Programmers)  Strategist (Product Manager)  Central Team: committee  Tools Group: across all products  Central UE Team  CTO  VP of Products & Technology Roles it affects: (Who needs to sign off) These roles build on top of one another.

UCD at PeopleSoft | Jeff English & Scott Robinson | User Experience, Supply Chain Management Pyramid: Linguistic Example What am I supposed to do here? Language & button text are relatively easy to change

UCD at PeopleSoft | Jeff English & Scott Robinson | User Experience, Supply Chain Management Pyramid: Visual Example Visual grouping of content on this page is overly complex.

UCD at PeopleSoft | Jeff English & Scott Robinson | User Experience, Supply Chain Management Pyramid: Behavioral Example Checkboxes are grayed-out, breaking Web conventions. PeopleSoft “grid” or view of database rows is confusing to new users.

UCD at PeopleSoft | Jeff English & Scott Robinson | User Experience, Supply Chain Management Pyramid: Architectural Example Application is broken into Components & Pages … Pages are represented by Tab Navigation.

UCD at PeopleSoft | Jeff English & Scott Robinson | User Experience, Supply Chain Management Why do I see Bill To Options and its sub-page on the same hierarchical level? No way to flexibly present secondary navigation. Instead, this part of the application was broken into separate Components, creating user navigational complications. Pyramid: Architectural Example

UCD at PeopleSoft | Jeff English & Scott Robinson | User Experience, Supply Chain Management Building a New Process and Team… l Team expanded to 3 Interaction Designers and 4 Usability Engineers l Focus on strategy and innovation over incremental improvement l Forging relationships with customers and product users

UCD at PeopleSoft | Jeff English & Scott Robinson | User Experience, Supply Chain Management Questions Thank you! Jeff EnglishScott Robinson