1. CA GIS User Experience: UCD for New Internal Applications Tom Callaghan April 28, 2008 Summary > User Experience and UCD >UCD and the PLC >Approach >Benefits

2. GIS User Experience (UE) >Mission: To enhance the overall user experience (UE) and increase employee productivity by improving the usability, utility, and consistency of CA internal application user interfaces >Mantra: Data drives design…Design drives development PrincipleThe interface should… Consistency …help the user to predict how it will operate and allow her to transfer skills from one task (or interface) to another. Feedback …let a user know what she did, what affect it had, what she should do next, and where she is in the system. Flexibility …have the capability to adapt or to be adapted to end user needs, experience, personal preference, or mental model of the system. Perceived Control …give the end user the impression that she (not the computer) commands the interaction. Economy …display concisely only the information that is required for the user to complete the task at hand. Compatibility…be compatible with users impressions of the world and the model of how users think tasks should be completed.

3. UCD Services and Deliverables UCD Process PhaseServicesDeliverables KickoffProject/services planningUE project plan and goals Understanding Customer/User Needs User and task analysis, interviews, focus groups, card sorts User profiles, task solution paths (tasks only), information architecture Define Requirements Process re-engineering, design facilitation Workflow diagram, task solution paths (complete) Develop Storyboards/ Design Prototypes Design sessions, standards review; accessibility review Wireframes, mockups, storyboards, site map Gather Feedback/Usability Testing Walkthrough, test, heuristic review, user acceptance testing Updated wireframes; heuristic review report; test plan/report Iterate Designs Walkthrough, test, heuristic review Design feedback, all above (updated) ImplementUser experience and benchmark reviews Survey report, web log analysis, usability goals

4. User Experience Measures >Objective/Testing (Common Industry Format) Time on Tasks (Total Time on Tasks & Average Time/Task) Completion Rate with/without Assists Assists (Average Assists per Task) Errors (Average Errors per Task) >Subjective/User Ratings on Interface Survey (CA standard) Easy to use, useful, visually appealing, logical, recommend (rate) Top 3 things liked most and least about interface (open-ended) >Subjective/User Ratings on Specific Task: Interface was usable? >Issue Matrix: Context, issue, suggested solution, severity, resolution Severity Scale: Severe, high, medium, low (CA standard)

5. Mapping UCD to the CA Product Lifecycle UCD Process PhasePLC PhaseQuestions Answered Request Are user experience services needed? Understanding Customer/User Needs Initiate Who uses the application? What are their jobs? How are the needs of groups unique? Define RequirementsPlan What tasks do users need to complete? Which steps should they follow? With what level of ease and speed? (usability goals) Develop Storyboards/ Design Prototypes Analyze What will the user interface look like? How will it behave? Gather Feedback/ Usability Testing Design, Build, Test, and Verify How do users respond to the interface? What is their performance and preference? Iterate Designs Which changes improve the user experience? How can they best be prioritized and implemented? ImplementCloseHow did users respond to the final design? Does the site need another iteration of the UCD process? When?

6. Thresholds for Including UCD in PLC >General Investment (>$50k), small project, operational task Existing vs. New Build, buy, or lease Packaged or Customizable >User Task Priority: Importance and frequency of use >ROI calculation Size of user base; number of touches per year Projected size of development/customization effort User experience of the existing solution Time system in use, and time to sunset Compliance issues (ISO, ADA Section 508, etc.) >Vendor: Maturity of internal user experience program; 3rd party reviews; UE question set

7. Tactical Plan (next 3 months) >Standardize & centralize UAT, involve users earlier in the project life cycle (PLC), and inject user experience best practices into the existing PLC documentation >Research: Create vendor question set; compile/purchase references >Feedback Management (new 3 rd party hosted) First UAT effort: Understand the process we will improve >Knowledge Management Phase 3 (new platform) Create SharePoint interface design standards and style guide >Knowledge Management Phase 4 Work with CA Labs and Andrew on CKM scorecard Update UAT process and documentation Create a CKM Program reference sub-site for UE/UAT/UCD

8. Strategic Plan (Next 12-18 months) >Develop UCD Process, Standards, and Goals for new applications >Integrate UCD into the PLC process, and coordinate with tollgates >Create a GIS User Experience knowledge management site Market UE services through example and education Store and distribute standards, guidelines, and templates Allow developers, PMs, and other team members to collaborate Establish a feedback mechanism for stakeholders to provide input Establish a participant recruiting process; build a pool of testing participants >Secure Tools: Survey (Vovici/Confirmit), prototype/storyboard (Visio, iRise) >Secure necessary skills: Graphic artist, UE, UID, tech writer, dev support >Leverage existing UE efforts & outside resources: CA Labs, Integration Platform Services, professional societies (UPA, HFES, ACM SIGCHI), Common Industry Format (CIF), independent intranet reviews >Hold vendors accountable: Usability goals (CIF) and RFI/RFP question set

9. Main Benefits to Specific PLC Roles >Architect: Services complement to marketing reports that do not rate EU >Business Analyst: Central, objective UAT services & tools; insight into context of use >Business Owner: More productive employees; lower cost of ownership >Business Readiness: Lower and more predictable training costs; less documentation >Business SME: Visual presentation and user verification of requirements >CA Employee: Easier to use applications that meet their needs; sense of ownership >CA Service Desk: Fewer usability support calls; more precise volume prediction >Developer: Guidelines & tools for designing & evaluating; reuse & patterns; collaboration >Project Manager: Interface issues found earlier, reducing cost; consistent UAT >Tollgate Approver: Increased confidence for approvals in request & initiate stages >User Experience: A way to demonstrate usability principles and market UE services >Vendor: Clearer direction for RFI and RFPs; repeat business for consistent product design

10. Main Benefits to CA >Industry model is to spend 10% of project budget on intranet UE, with an average return of 83% (www.upassoc.org) Return is focused on increased employee productivity, reduced training costs, knowledge management, and reuse of effort Returns should be higher (100-125%) for newer programs >Changes cost 1.5 units of project resources during conceptual design, 6 units during early development, 60 during systems testing, and 100 during post-release maintenance. (http://www.taskz.com/pdf/MNMwhitepaper.pdf) UCD allows issue identification and resolution earlier through focused simulation and an early and continuous dialogue with users >Increased employee satisfaction (survey ratings) UCD can unify & simplify their IT tools, letting them focus on work