planning and designing mobile apps for enterprise

© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Planning & designing mobile apps Paul Evans, WW Lead Application Transformation

HP

February 24, 2014

© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 2

“Applications professionals delivering customer-facing software, such as websites or mobile apps, must eat, sleep, and breathe their firm’s customer experience strategy”

Application Delivery Professionals Must Implement The Customer Experience Strategy, Forrester Research, Inc., September 2, 2011.


“Building and delivering great mobile experiences will be the beating heart of your customers’ engagement strategy for the next 10 years”

1 “Wanted: Mobile Engagement Providers” – Forrester Research July 2013


Leaders in CX outperform the market

6-year stock performance of customer experience leaders vs. laggards vs. S&P 500 (2007-2012)

76.9% gap

Source: Forrester Research


We’re on the same journey

2014 CXI score

2013 CXI score

2014 customer experience index scores Source: Forrester 2014 survey results


Current state of customer experience

The organizations challenge

12%

73%

15%

We offer an acceptable customerexperience today; there is no need forimprovement

We need to improve the customerexperience and it's a priority for us

We need to improve the customerexperience but it is not a priority for us atthe moment

Conducted on behalf of HP by IDG Research Services


Changing focus and value of the technology stack

Network

Hardware/infrastructure

Software

Data

Systems of record

UXP

Design

around

assembling

components Infrastructure

Software

Data

Systems of engagement

UXP

Design focused on

the tasks that

customers are

trying to

accomplish


© 2014 Forrester Research, Inc. Reproduction Prohibited 8

Mobile and smart drive backend refactoring

PC world Mobile/smart world

Front-end

Back-end

High complexity and high innovation rarely co-exist


The HP strategy

BPEL CORBA

DOM JAVA

.NET WSFL

A new style of user experience…

Traditional

Private Public

…coded for multiple devices

…integrated across heterogeneous environments

…with optimal performance


Digital Transformation & The New Style of IT

The New Style of IT is driving Digital Transformation - using new technologies to generate revenue & profit in new ways:

Digital Transformation enables innovation and generates major business improvements: enhanced customer experience,

streamlined operations and creates new business models using the New Style of IT


Forrester’s POV

Mobile initiatives are no longer

simple standalone efforts.

Instead they require a digital

transformation traditionally

associated with large scale

business systems like ERP


And, the customer experience is all about design

Mobile Social Cloud


User experience design

“You have to start with the customer

experience and work back to the

technology - not the other way

around.”

- Steve Jobs, Apple


The interaction between product & user — not “what it does” or “how it looks”

What is user experience?

Enjoyable

Usable

Useful

• A successful UE balances form and function within the context of what the user is trying to accomplish

• A superior user experience provides access to the right information, when users want it, and how they want it

Is it enjoyable?

Is it easy to use?

Is it easy to understand?

Does it meet user expectations?

Does it add value?


Designing great mobile user experiences

HP User Experience Services

Personas

Experience Maps

Wireframes

Design Sketches

Clickable Prototypes

Finished Apps

Design Explorations


User Centered design brings value

HP User Experience Attributes

Value to Clients Shortened development timeline and reduced development costs Lower support and maintenance costs Improved branding Increase in sales - growth Better customer retention Value to Users Reduction in errors Improved satisfaction (with the system) Increased use of the system Increase in productivity

x

Brand

Digital marketing

Channels

Technology & Product strategy

Business goals &

Strategy

User insight & Analytics

data

Market insight

Industry/ competitive benchmark

Budget & time


Foundation Paraguay video


HP, Apps, & Digital Transformation

Cool

Sexy (depends on your POV)

Experienced


Thank you