<Title>Mobility Security:

Balancing the User with IT

E N C R Y P T I O N O F D A T A I N

T R A N S I T

D A T A N E T W O R K

R O L E B A S E D D A T A A C C E S S

M O B I L E D E V I C E M A N A G E M E N T ( M D M ) J A I L B R O K E N / R O O T E D D E V I C E S

D E V I C E S

A P P L I C A T I O N S

Multi Factor Authentication (MFA)

Single Sign-on Biometrics

MOBILITY CoE: THE IMPACT Stored on device (off-line mode)

Only visualized on app, never stored; requires live connection

A U T H E N T I C A T I O N A U T H O R I Z A T I O N D A T A

T R A I N I N GI D E N T I T Y

U S E R S

D E V I C E M A N A G E M E N T

Management – Enterprise Device Policy

B Y O DB R I N G Y O U R O W N D E V I C E

User Driven Lower Device Costs,

higher support Security/Monitoring

Balance

C O P EC O R P O R A T E O W N E D P E R S O N A L L Y E N A B L E D

Corporate Data Access Limit the amount of

supported devices and operating systems

Usage Policy is the key

M A N A G E M E N T A P P L I C A T I O N S

Software DeliveryCorporate App Store

Software Licensing

Application provisioning by role

Additional Security Capabilities (APIs & SDKs)

M I C R O S O F T E M S

I D E N T I T Y D E V I C E S A P P S S E C U R I T Y

<Title>ApplicationDevelopment

Platforms

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M O B I L E D E V E L O P M E N T S P E C T R U M

MOBILE WEB

CROSS PLATFORM

NATIVEHYBRID

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D E V P L A T F O R M S – H Y B R I D H T M L D E V E L O P M E N T

KONY

CORDOVA

Native UXMultiple Target Platforms

Single Codebase

Continuous Integration

Performance

P R O S C O N S

Hardware and Platform Access

PHONEGAP

Content Update w/o App Update

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D E V P L A T F O R M S – C R O S S P L A T F O R M N A T I V E D E V E L O P M E N T

Trust in ProviderNative UX

High Performance

Hardware & Platform Access

Multiple Platform Development

Single Codebases

Cost

P R O S C O N SXAMARIN

NATIVESCRIPT

REACT

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D E V P L A T F O R M S – N A T I V E D E V E L O P M E N T

ANDROID JAVA

Multiple Dev PlatformsNative UX

Performance

Hardware & Platform Access

Multiple Codebases

P R O S C O N S

Continuous Integration

OBJECTIVE-C/SWIFT

WINDOWS.NET

<Title>UserExperience

W H A T I S U S E R E X P E R I E N C E ?

I N T U I T I V E P R O D U C T S

“Don’t make me think”- Steve Krug

P R O B L E M S O L V I N G

“If I had an hour to solve a problem, I would spend 55 minutes thinking about the

problem, and 5 minutes thinking about the solution.”

- Einstein

B E I N G C R E A T I V E

“If I would have asked people what they wanted, they would

have said faster horses.” - Henry Ford

P E O P L E

“It’s not enough to build products that function, that

are understandable and usable, we also need to build products that bring joy and

excitement, pleasure and fun, and yes, beauty to people’s

lives”- Don Norman

D I S C O V E R

“Why are we doing this?”

U S E R E X P E R I E N C E

P R O C E S S

D E F I N E

“What are we going to do?”

D E S I G N

“How are we going to do it?”

D E L I V E R

“We did it right!”

V A L I D A T E

“Did we do it right?”

U S E R E X P E R I E N C E B E N E F I T S

I N C R E A S E A D O P T I O N R E D U C E R I S K S L O W E R C O S T S I M P R O V E R E V E N U E

User ExperienceDiscovery

B U S I N E S S N E E D S

Stakeholder Interviews Heuristic Evaluations Competitive Analysis

C U S T O M E R N E E D S

Interviews, Surveys and Contextual Inquiry Journey Mapping Participatory Design Usability Testing

T E C H N O L O G Y C O N T E X T

Mobile-First/Use of Capabilities of Mobile Simplistic Design/ Task Focused / Design

for Interruptions Prototype and Test on Real Devices Build In Analytics/ Continued Iterations

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P R O C E S S O R M A N A G E R

T E A M P L A N N I N G & F O R E C A S T I N G

S E L E C T Q U E U E S

T R A C K K P I S

A P P R O V E E M P L O Y E E

R E S U L T S

S U P P O R T / T R A I N P R O C E S S O R S

R E - O R D E R /O P T I M I Z E

Q U E U E S

M A N A G E T E A M P E R F O R M A N C E

View total number of items worked and completed

View team productivity and utilization

View team non-productive activities

Track team work quality

Watch team member ranking

Approve personal time off from team members

Manage team schedule and availability

View available queues

Select Queues to manage and track

Dashboard to see performance of current team

with ability to drill down into individual team

members

Ability to see trending data details for team

aggregated performance

View trends of critical team KPIs over time

Manage resource needs

Track team velocity

View team availability

Track PTO and Holiday

Manage work volumes and staffing

Override system prioritization

Manage resources to queue/skill alignment

Update/track team members skills

Identify team members who need additional training

Provide support to team as appropriate

U S E R E X P E R I E N C E M I N D M A P S

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U S E R E X P E R I E N C E P E R S O N A S

YEARS AT WORK OCCUPATIONLOCATION

G O A L S Ensure cases are moving and case workers know

their next steps Support team by being available and limiting

distractions Grow client volume of work without adding staff

N E E D S Technology that allows my team to be as efficient

as possible Tools that allow me to anticipate what’s coming

next More automation, less manual work and paper

F R U S T R A T I O N S Inefficient system causes staff to worker slow that I

would like Too much paper – we print copies of

questionnaires/forms System glitches and inefficiencies cause client

complaints

MARKMANAGER

“My job is to keep the whole machine moving and make sure the clients are happy”

B I OI have been with [company] for 6 years. My title is Sr. Paralegal but my job is more about project management. I am typically on my phone most of the day with clients discussing cases, providing them with information, resolving issues and coordinating between them and my staff. When I’m not with a client, I’m reviewing cases, establishing priorities, and tracking my team’s SLAs.

I W A N T T O … Feel empowered Appear Knowledgeable Feel confident in my decisions Avoid client complaints

I D O T H E F O L L O W I N G … Discuss cases with clients Resolve issues Audit invoices to ensure timely submission Review and approve invoices Notify clients of milestones Ensure all cases are initiated and questionnaires are

processed in a timely manner

6Client Services ManagerSan Diego, CA

TeamPlayer

Persuasive

Reliable

User ExperienceMantras

Z E R O T R A I N I N G

Present information in an intuitive, familiar, and consistent manner to allow user to easily navigate the UI and focus on the task at hand, rather than on learning how to use the system.

O P T I M I Z E F O R T H E 8 0 %

Optimize the experience for 80% of the scenarios (e.g. 1 loan, 1 property, 1 policy), balancing holistic data with current state, smart summaries, and contextual data as it relates to an objective; allow for scalability within the UI that facilities intuitive information design and drill down capability for the 20% margin of more complex use case scenarios.

Z E R O P R O O F

Eliminate errors by anticipating them, validating entered information, and alerting users of illogical conditions and potential risks that the entered information may result in. Allow users to easily recover from mistakes when they happen.

I N F O R M U S E R S F O R M A X I M U M E F F I C I E N C Y

Help users quickly capture the intent of a transaction request or the nature of an incoming call by providing them with contextual, related, and trending information. E.g. current state, customer profile, call trends, what happened most recently, payment trends, historical record, IVR/soft phone integration.

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U S E R E X P E R I E N C E W I R E F R A M E S

User testing throughout design phase with representative users

U S E R E X P E R I E N C E P R O T O T Y P E

U S E R E X P E R I E N C E S T Y L E G U I D E

U S E R E X P E R I E N C E V I S U A L D E S I G N