globalizing content for online security stephan cocron global content manager verisign, inc
TRANSCRIPT
Globalizing Content for Online Security
Stephan CocronGlobal 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• www.VeriSign.com
Where We Are: 25 Countries, 11 Languages
VeriSign.com
1. Visitors come to www.VeriSign.com and find out about the company.
2. 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 DesignFlow > 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
