nttd interactive 20120601

Copyright © 2012 NTT DATA, Inc. - Confidential

NTT DATA Interactive Services

Copyright © 2012 NTT DATA, Inc. - Confidential 2

Interactive ServicesEmpowering organizations and customers


Sustain Sustain Develop DevelopDesignDesign

Interactive Services

Discover & Inform Discover & Inform

Innovate & AlignInnovate & Align

Strategy

Branding &

Design

User-CenteredDesign

Technology

SystemsIntegration

Mobile

Search

Insight Gathering Personae, Usage Scenarios, Content Strategy, Taxonomy

& Metadata Strategy, Information Architecture, Interaction Design

Site Development, Application Development,

Mobile Development, Personalization

Content Management Systems, Ecommerce,

Advertising, Community & Social Media

Mobile Interface design and development, designing for mobile web, outsourced mobile app design

and development

Site Search, Search Engine Optimization

Brand Treatment, Style Guides, Interface Design, Motion Graphics Design,

Content Creation

Interactive


Center of Excellence: Experience Design


Sustain Sustain Develop DevelopDesignDesign

Experience Alignment

Discover & Inform Discover & Inform

Innovate & AlignInnovate & Align

•Strategic Experience Alignment (SEA): NTT Data’s trademarked process of aligning all people and systems to support the experiences your employees and customers must have in order for your organization to meet its strategic business objectives.

Experience Alignment


Customer Segmentation Inform tech & capital investments, innovation, product

development, VOC programs, interaction strategies, channels, and tactics.

Customer Journey Understand, map, track a customer’s journey from primary

interaction with your organization throughout the life cycle of the account.

Field / Sales Rep Journey Identify gaps/areas to improve interactions, opportunities

to drive revenue, increase customer retention, and capture market share.

Survey Analysis & Interpretation Identifies underlying themes influencing customer

survey/report scores and responses

Ensuring Products & Services Meet Customer Needs / Reflect Behaviors, Preferences, & Context. Leverages:

XD COE: Customer Centricity Across the Enterprise

Contextual Inquiry & User Testing Assess not only usability, but viability

of a product/service in typical context of use (ex:iPads for field techs)

CX & UX Standards Development Ensures unified brand & experience

internally and externally, among employees, customers and partners.


Experience Design: Core Competencies

• XD Strategic Consulting

• Audience & Contextual

Research

• Cross Channel Touch Point

Analysis

• Business Success Metrics

Analysis

• Heuristic Assessments

• Info/Interaction Architecture

• Website & Application Design

• Rich Internet & Mobile Design

• Cross Channel Integration

• Employee and/or System

Integration

• Satisfaction Surveys &

Analysis

• Use Case Analysis (Utility)

• Usability Assessments

• KPI Analytics

Research & Planning Design & Implementation Testing & Evaluation


Experience Design On-Site Assessments

1. Discovery: Insight gathering phase typically involving key stakeholders from the business, IT, operations to define and assess existing customer experience strategy, approach, touch points and tactics.

2. Analysis: takes place post-discovery, or as part of an existing project to understand and assess one or several key areas impacting customer experience (i.e., social media, online customer service, mobile app usability).

3. A Day in the Life: Follows, studies, and tracks a customer and/or a service representative to understand their typical day – often with a goal of aligning daily behaviors and interaction points with service/product offerings, or processes.


Mobile Interface Design

Making mobile applications and web sites work well requires good user interface design that takes into account the device being used, what the application needs to achieve, and the mobile user.

No longer can mobile apps just be an export of the original desktop app because using them on a mobile device is frustrating and time consuming, ultimately leading to the user abandoning the app altogether.

Wireframes (Low Fidelity)

Screen sketches, wireframes or conceptual design mock-ups that depict the layout and behavior of the actual product, featuring limited or no interactivity.

Page Comps (High Fidelity)

Replicate the finished application as closely as possible, featuring full-fidelity visual design, a wide range of user interactions, and simulated content.


Case Studies

Copyright © 2012 NTT DATA, Inc. - Confidential

•Clear (formerly know as Clearwire) is one of the nation’s largest ISPs. Its customer base is 12 million and growing, but in order to compete head-to-head with Verizon’s FiOs’, the leaders of Clearwire formed their own content play for the web, mobile and IPTV: Clearmedia. •Our job was to architect and design the portal and mobile interfaces for a mid-July 2008 launch. Recently Clear announced their plans to build out a WIMAX network with the help form partners like Sprint, Google, Time Warner and Comcast.

¤ Brand & Content Strategy¤ Information Architecture¤ Interface Design¤ Web Development¤ Content Strategy¤ Interaction Design¤ Cross-Platform Interface Design

Case Study: Interactive ServicesClear ISP

As Clear rolled out WIMAX, they engaged our Interactive Team to concept and prototype what the mobile UI experience could be like for Clear customers.


CX Case Study: Understanding Customer Service Rep / Client Interactions

1. A large pharmaceutical client sought insights to inform decisions around enhancements and new technologies to maximize the efficiency of the service force.

2. We conducted interactive research, and created design concepts to represent the ideal solution.


Case Studies | Dr. Oz

Dr. Mehmet Oz is one of the leading surgeons in the world and now one of the biggest television stars. For the past 5 years, Oz has appeared as a special guest on the Oprah Winfrey Show and due to his enormous success has launched his own show. Harpo Productions and their partner Sony Pictures Television called upon The Revere Group to define the overall Oz digital strategy, plan, design and build DoctorOz.com.

Brand Strat

egy

Content Stra

tegy

Content Desig

n

Informati

on Archite

cture

Interface

Design

Web Deve

lopment

Content Manage

ment

Socia

l Media &

Community

Tools

Syste

ms Integra

tion


Case Study: Digital Strategy & RecommendationsMitsubishi Electric & Automation

User Insights Gathered: What features matter the most?

• Being able to easily find the information and documents they need.

• Having a simple, efficient, and easy to use commerce experience that they can trust.

• Outstanding customer support content that they can find and use.

• Up-to-date information about the status of their orders and repairs.

• Access to customer support personnel, when they believe they really need help.


DGA.org Redesign

The DGA sought a partnership with a firm that could quickly identify and build a solution for content management (CMS), search and video hosting for their new site that would enable users to:

• Access all DGA-related content in one place, from anywhere

• report on and access detailed earnings & residuals information (members)

• Locate resources & talent (employers)

• Learn about the careers and lives of directors & film industry professionals

Key Requirements• Integration with back-end financial

database• Video streaming and hosting• Video search

Solution• SiteCore: CMS• BrightCove: Video Platform• Coveo: Search

Case Study: Directors Guild of America


DGA.org: Before / After

The DGA introduced a solution that provides more features for members that were not only innovative but purposeful.

• In 2011, DGA.org was recognized for its innovative features and adept execution by winning Sitecore’s North American Site of the Year (SOTY) award for Best Association /Member-based site.

nttd interactive 20120601

Business

discover design

mobile user

good user interface

fidelity visual design

mobile interfaces

mobile appusability

mobile apps

customer journey