The Human Interface
Making UX An Integral Part Of Your Technology Buying Decisions



                                                                 copyright 2012
proud geek
             copyright 2012
copyright 2012
CMO   CIO




            copyright 2012
CMO   CIO




            copyright 2012
CMO   CIO




            copyright 2012
CMO   CIO




            copyright 2012
customer


 CMO       CIO




                 copyright 2012
customer    user


 CMO       CIO




                   copyright 2012
customer            user


 CMO               CIO


           human


                           copyright 2012
To Serve Humans
the human interface manifesto


                        full manifesto: anthonyfranco.wordpress.com




                                                                      copyright 2012
copyright 2012
We are perceived as keeping technology to
ourselves in a struggle to maintain power...




                                               copyright 2012
copyright 2012
...because we seek to solve problems
as engineers, and not as people.




                                       copyright 2012
copyright 2012
We have begun to believe our own
press, "the geeks shall inherit the earth."




                                              copyright 2012
copyright 2012
Pride is always followed by a great fall.




                                            copyright 2012
copyright 2012
We must lose our technophile bigotry
before we become relegated to the
ranks of tech support.




                                       copyright 2012
copyright 2012
We must stop dehumanizing people
by relegating them as users...




                                   copyright 2012
copyright 2012
I submit to you that we must elevate our
goals and meet the commercial and
humanitarian needs of our society.




                                           copyright 2012
copyright 2012
We have the foundation for easy to
deploy, composite applications.




                                     copyright 2012
copyright 2012
But those applications will live or die on
the acceptance of their human interfaces.




                                             copyright 2012
copyright 2012
Build exceptional human interfaces



                                     copyright 2012
copyright 2012
building exceptional human interfaces:
flipping the decision tree



                                         copyright 2012
copyright 2012
Select
 Identify        Define                   Integrate   Define the
                             Technical
Opportunity   Requirements                Solution   Interface
                              Solution




                                                                 copyright 2012
Select
 Identify        Define                                               Integrate   Define the
                                          Technical
Opportunity   Requirements                                            Solution   Interface
                                           Solution


                                Issue                     Issue
                             Technology                  Service
                                 RFP                  Provider RFP




                                                                                             copyright 2012
If the interface is the
                                                                                 most critical component,
                                                                                 why do we define it last?




                                            Select
 Identify        Define                                               Integrate                  Define the
                                          Technical
Opportunity   Requirements                                            Solution                  Interface
                                           Solution


                                Issue                     Issue
                             Technology                  Service
                                 RFP                  Provider RFP




                                                                                                            copyright 2012
Identify                                            Define the
Opportunity                                          Interface



                               Select
                 Define                   Integrate
                             Technical
              Requirements                Solution
                              Solution




                                                                 copyright 2012
Identify                                            Define the
Opportunity                                          Interface



                               Select
                 Define                   Integrate
                             Technical
              Requirements                Solution
                              Solution




                                                                 copyright 2012
Define                      Select
 Identify                    Define the               Define the
                                                     Integrate
               Customer                  Technical
Opportunity                  Interface               Interface
                                                      Solution
               Outcomes                   Solution



                 Define
              Requirements




                                                                 copyright 2012
copyright 2012
building exceptional human interfaces:
the 5 essentials to success



                                         copyright 2012
Define                   Select
 Identify                Define the                Build &
              Customer               Technical
Opportunity              Interface               Integrate
              Outcomes                Solution




                                                             copyright 2012
essential #1:
 every winning solution needs a maven




 Identify
Opportunity
               Define         Define the     Select
                                                      Build &
              Customer                   Technical
                             Interface               Integrate
              Outcomes                    Solution
                                                                 copyright 2012
essential #1:
 every winning solution needs a maven




 Identify
Opportunity
               Define         Define the     Select
                                                      Build &
              Customer                   Technical
                             Interface               Integrate
              Outcomes                    Solution
                                                                 copyright 2012
essential #1:
 every winning solution needs a maven




 Identify
Opportunity
               Define         Define the     Select
                                                      Build &
              Customer                   Technical
                             Interface               Integrate
              Outcomes                    Solution
                                                                 copyright 2012
essential #2:
 build team empathy through insight




 maven         Define
              Customer
              Outcomes
                             Define the     Select
 Identify                                             Build &
                                         Technical
Opportunity                  Interface               Integrate
                                          Solution
                                                                 copyright 2012
essential #2:
 build team empathy through insight




 maven         Define
              Customer
              Outcomes
                             Define the     Select
 Identify                                             Build &
                                         Technical
Opportunity                  Interface               Integrate
                                          Solution
                                                                 copyright 2012
essential #2:
 build team empathy through insight




 maven         Define
              Customer
              Outcomes
                             Define the     Select
 Identify                                             Build &
                                         Technical
Opportunity                  Interface               Integrate
                                          Solution
                                                                 copyright 2012
essential #3:
 everything is a prototype




 maven         empathy       Define the
                             Interface
                Define                      Select
 Identify                                             Build &
               Customer                  Technical
Opportunity                                          Integrate
               Outcomes                   Solution
                                                                 copyright 2012
essential #3:
 everything is a prototype




 maven         empathy       Define the
                             Interface
                Define                      Select
 Identify                                             Build &
               Customer                  Technical
Opportunity                                          Integrate
               Outcomes                   Solution
                                                                 copyright 2012
copyright 2012
copyright 2012
client            client          client    client




                                                                        API

 essential #4:
 optionality, optionality, optionality                            middleware




                                                 database                crm            cms


                                                                                                    business
                                                                                                    systems




 maven          empathy          prototype                    Select
                                                            Technical
                 Define                                       Solution
 Identify                        Define the                                               Build &
                Customer
Opportunity                      Interface                                              Integrate
                Outcomes
                                                                                                         copyright 2012
essential #4:
 optionality, optionality, optionality


                                                         Bill Macfarlane,
                                                             CIO Shaneco




 maven          empathy          prototype     Select
                                             Technical
                 Define                        Solution
 Identify                        Define the                Build &
                Customer
Opportunity                      Interface               Integrate
                Outcomes
                                                                     copyright 2012
“our SAP implementation is
 essential #4:
                                             the gift that keeps on taking”
 optionality, optionality, optionality


                                                                   Bill Macfarlane,
                                                                       CIO Shaneco




 maven          empathy          prototype           Select
                                                   Technical
                 Define                              Solution
 Identify                        Define the                          Build &
                Customer
Opportunity                      Interface                         Integrate
                Outcomes
                                                                               copyright 2012
essential #5:
 solve the highest risk items first




 maven         empathy         prototype   optionality    Build &
                                                         Integrate
                Define                         Select
 Identify      Customer        Define the    Technical
Opportunity    Outcomes        Interface     Solution
                                                                     copyright 2012
copyright 2012
5 areas where mavens see a return on investment




                                              copyright 2012
Increased conversion rates
improving the human interface directly correlates to
improving conversions




                                                       copyright 2012
Reduced hard costs
paper & ink, shipping, bandwidth, accurate data entry




                                                        copyright 2012
Reduced support costs
McAfee’s UI redesign saved them 90% in support costs
                                             Hadley, 2004




                                                            copyright 2012
Increased employee efficiency
our own internal research indicates that our intranet
projects at large enterprises which focus on improving the
interface see a minimum 50% decrease in wasted
computer time



                                                         copyright 2012
Reduced maintenance costs
a vast majority of “maintenance” costs are not bug fixes
or system upgrades, but are actually attributed to having
to add unmet user needs after release.

                            wikipedia.org/wiki/Software_maintenance


                                                                 copyright 2012
copyright 2012
5 things all mavens must be passionate about...




                                                  copyright 2012
effective human interfaces must be
Opaque



                                     copyright 2012
people should not notice technology
                                      copyright 2012
effective human interfaces must be
Approachable



                                     copyright 2012
obscure intimidating complexity   copyright 2012
effective human interfaces must be
Adaptive



                                     copyright 2012
the system should learn the individual, not the other way around
                                                                   copyright 2012
effective human interfaces must be
Intuitive



                                     copyright 2012
understandable with little-to-no up-front training
                                                     copyright 2012
effective human interfaces must be
Beautiful



                                     copyright 2012
‘nuff said   copyright 2012
“Our legacy will be written by the
               human interfaces we create.”


Thank You
anthony franco | president and founder | @anthonyfranco
                                                          copyright 2012

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The Human Interface: Making UX An Integral Part of Your Technology Buying Decisions

  • 1. The Human Interface Making UX An Integral Part Of Your Technology Buying Decisions copyright 2012
  • 2. proud geek copyright 2012
  • 4. CMO CIO copyright 2012
  • 5. CMO CIO copyright 2012
  • 6. CMO CIO copyright 2012
  • 7. CMO CIO copyright 2012
  • 8. customer CMO CIO copyright 2012
  • 9. customer user CMO CIO copyright 2012
  • 10. customer user CMO CIO human copyright 2012
  • 11. To Serve Humans the human interface manifesto full manifesto: anthonyfranco.wordpress.com copyright 2012
  • 13. We are perceived as keeping technology to ourselves in a struggle to maintain power... copyright 2012
  • 15. ...because we seek to solve problems as engineers, and not as people. copyright 2012
  • 17. We have begun to believe our own press, "the geeks shall inherit the earth." copyright 2012
  • 19. Pride is always followed by a great fall. copyright 2012
  • 21. We must lose our technophile bigotry before we become relegated to the ranks of tech support. copyright 2012
  • 23. We must stop dehumanizing people by relegating them as users... copyright 2012
  • 25. I submit to you that we must elevate our goals and meet the commercial and humanitarian needs of our society. copyright 2012
  • 27. We have the foundation for easy to deploy, composite applications. copyright 2012
  • 29. But those applications will live or die on the acceptance of their human interfaces. copyright 2012
  • 31. Build exceptional human interfaces copyright 2012
  • 33. building exceptional human interfaces: flipping the decision tree copyright 2012
  • 35. Select Identify Define Integrate Define the Technical Opportunity Requirements Solution Interface Solution copyright 2012
  • 36. Select Identify Define Integrate Define the Technical Opportunity Requirements Solution Interface Solution Issue Issue Technology Service RFP Provider RFP copyright 2012
  • 37. If the interface is the most critical component, why do we define it last? Select Identify Define Integrate Define the Technical Opportunity Requirements Solution Interface Solution Issue Issue Technology Service RFP Provider RFP copyright 2012
  • 38. Identify Define the Opportunity Interface Select Define Integrate Technical Requirements Solution Solution copyright 2012
  • 39. Identify Define the Opportunity Interface Select Define Integrate Technical Requirements Solution Solution copyright 2012
  • 40. Define Select Identify Define the Define the Integrate Customer Technical Opportunity Interface Interface Solution Outcomes Solution Define Requirements copyright 2012
  • 42. building exceptional human interfaces: the 5 essentials to success copyright 2012
  • 43. Define Select Identify Define the Build & Customer Technical Opportunity Interface Integrate Outcomes Solution copyright 2012
  • 44. essential #1: every winning solution needs a maven Identify Opportunity Define Define the Select Build & Customer Technical Interface Integrate Outcomes Solution copyright 2012
  • 45. essential #1: every winning solution needs a maven Identify Opportunity Define Define the Select Build & Customer Technical Interface Integrate Outcomes Solution copyright 2012
  • 46. essential #1: every winning solution needs a maven Identify Opportunity Define Define the Select Build & Customer Technical Interface Integrate Outcomes Solution copyright 2012
  • 47. essential #2: build team empathy through insight maven Define Customer Outcomes Define the Select Identify Build & Technical Opportunity Interface Integrate Solution copyright 2012
  • 48. essential #2: build team empathy through insight maven Define Customer Outcomes Define the Select Identify Build & Technical Opportunity Interface Integrate Solution copyright 2012
  • 49. essential #2: build team empathy through insight maven Define Customer Outcomes Define the Select Identify Build & Technical Opportunity Interface Integrate Solution copyright 2012
  • 50. essential #3: everything is a prototype maven empathy Define the Interface Define Select Identify Build & Customer Technical Opportunity Integrate Outcomes Solution copyright 2012
  • 51. essential #3: everything is a prototype maven empathy Define the Interface Define Select Identify Build & Customer Technical Opportunity Integrate Outcomes Solution copyright 2012
  • 54. client client client client API essential #4: optionality, optionality, optionality middleware database crm cms business systems maven empathy prototype Select Technical Define Solution Identify Define the Build & Customer Opportunity Interface Integrate Outcomes copyright 2012
  • 55. essential #4: optionality, optionality, optionality Bill Macfarlane, CIO Shaneco maven empathy prototype Select Technical Define Solution Identify Define the Build & Customer Opportunity Interface Integrate Outcomes copyright 2012
  • 56. “our SAP implementation is essential #4: the gift that keeps on taking” optionality, optionality, optionality Bill Macfarlane, CIO Shaneco maven empathy prototype Select Technical Define Solution Identify Define the Build & Customer Opportunity Interface Integrate Outcomes copyright 2012
  • 57. essential #5: solve the highest risk items first maven empathy prototype optionality Build & Integrate Define Select Identify Customer Define the Technical Opportunity Outcomes Interface Solution copyright 2012
  • 59. 5 areas where mavens see a return on investment copyright 2012
  • 60. Increased conversion rates improving the human interface directly correlates to improving conversions copyright 2012
  • 61. Reduced hard costs paper & ink, shipping, bandwidth, accurate data entry copyright 2012
  • 62. Reduced support costs McAfee’s UI redesign saved them 90% in support costs Hadley, 2004 copyright 2012
  • 63. Increased employee efficiency our own internal research indicates that our intranet projects at large enterprises which focus on improving the interface see a minimum 50% decrease in wasted computer time copyright 2012
  • 64. Reduced maintenance costs a vast majority of “maintenance” costs are not bug fixes or system upgrades, but are actually attributed to having to add unmet user needs after release. wikipedia.org/wiki/Software_maintenance copyright 2012
  • 66. 5 things all mavens must be passionate about... copyright 2012
  • 67. effective human interfaces must be Opaque copyright 2012
  • 68. people should not notice technology copyright 2012
  • 69. effective human interfaces must be Approachable copyright 2012
  • 71. effective human interfaces must be Adaptive copyright 2012
  • 72. the system should learn the individual, not the other way around copyright 2012
  • 73. effective human interfaces must be Intuitive copyright 2012
  • 74. understandable with little-to-no up-front training copyright 2012
  • 75. effective human interfaces must be Beautiful copyright 2012
  • 76. ‘nuff said copyright 2012
  • 77. “Our legacy will be written by the human interfaces we create.” Thank You anthony franco | president and founder | @anthonyfranco copyright 2012