UX and the Enterprise

#summerofmobile

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Welcome to Our Summer of Mobile Series

6/27: The Business of

Mobile

7/25: Salesforce Mobile

Services 101

Today: UX and the Enterprise

Salesforce AppExchange: #1 Enterprise App Marketplace

1800+ Apps

1.8M+ Enterprise

Installs

Our Ecosystem is Delivering Mobile Innovation

Quoting Geo-location

Expense Mgmt

Sales Intelligence

Our Customers Want More Mobile Apps

Top apps of most interest to salesforce.com customers in the next 12 to 18 months

2012 2011 2010 2009

1. More capabilities for using SFDC on mobile devices 1 4 10 15

2. Email campaign execution (high volume) 2 1 1 1 3. Data cleansing, data quality services 3 2 13 10 4. Customer satisfaction surveys 4 3 3 6 5. Lead management 5 5 NA NA

Our Speakers Today

Ross Belmont Chief Experience Designer

Appiphony

George Kenessey Chief Executive Officer

Appiphony

Design Develop Distribute

A Chicago based product development organization (PDO) that designs and builds applications on the Force.com platform for Salesforce ISV partners.

Your Mobile Philosophy-check list

1. Get Out of the Building

2. Define Success by Writing the Script

3. Build the First Prototype

4. Iterate Until It's Great

Overview of the app • Our client provides physician staffing services to emergency

departments (EDs) across the country

• They wanted to dramatically increase the quality and quantity of feedback on physician performance

• Their baseline was single-digit response rate

• They had a vision to deploy iPads to the ED and get feedback in near real-time

Getting Out of the Building: Customer Research

• As soon as you reach an initial consensus on the product concept, perform a site visit to a location where the app will be used.

• You need to build an understanding of a setting to gauge how the app will fit within that setting.

• The rest of your team wants to understand this fit, too!

Getting Out of the Building: Customer Research

Getting Out of the Building: Customer Research

For More Information

• Read Rapid Contextual Design by Holtzblatt, Wendell and Wood

• It’s a detailed playbook for site visits, interviewing and how to process the output

• It also provides a process for small, medium and large budgets

Define Success by “Writing the Script”

• Write a plausible story starring your customer succeeding at something with your app.

• Ideally, the story will take place in the setting you studied.

• In contrast, don’t ship features that don't connect in a coherent way for the user. “Stick to the script” and leave out what doesn't fit.

Customer Research Gives You the Setting

• In the ED, treatment rooms have a TV to help pass the (extra) time.

• Sharing this detail with the project team made it “click” for them there’s time to give feedback in the ED setting.

Our “Script” as a Storyboard

For More Information

Develop the story/scenario Make the story visual

Build the First Prototype • Do this as quickly as possible, since you will change the UI,

probably in a significant way.

• Luckily, the Mobile SDKs and new Mobile Packs make it easy to deliver something clickable quickly.

• Native (iOS, Android or PhoneGap)

• Web (jQuery Mobile, Sencha, Backbone and others)

Build the First Prototype • We tested our first concept with

an elderly family member

• He had never used an iPad and was confused as to how to scroll

• Since there would be many elderly patients providing feedback, we reworked the core navigation mechanism

For More Information

• Read Designing Mobile Interfaces by Hoober and Berkman

• It provides well-documented solutions to many common design problems

Iterate Until It’s Great

• Iterate on the prototype with representative or actual users.

• It’s like preparing for the SATs:

• You don’t want to go in “cold.” Some kind of practice is critical.

• Feedback will improve performance, but only if it’s specific.

• Should I work on essay writing, or reading comprehension?

• Many external resources are available to yield improvements. The key is planning for the fact that it won’t be perfect the first time out.

“Lean Startup” Has Popularized Iteration

Schedule Time to Iterate: Don’t Do This

Schedule Time to Iterate: Do This Instead

Our Experience We made 9 prototypes with various degrees of tweaks.

For More Information

Iterating with a team Polishing the interface

DEMO

Our Speakers Today

Ross Belmont Chief Experience Designer

Appiphony

George Kenessey Chief Executive Officer

Appiphony

Thanks for Attending the Series

6/27: The Business of

Mobile

7/25: Salesforce Mobile

Services 101

Today: UX and the Enterprise

Get Ready for Dreamforce 2013

• Mobile Showcase • Features on expo floor and

in partner zone • PR/AR opportunities

THANK YOU