tivit interactive: long term user research to steer strategic design of a new cloud service
TRANSCRIPT
Long-term User Research to Steer Strategic Design of a New Cloud Service
Harri Kiljander | [email protected]
Director User Experience Design | F-Secure Corporation
Perspective
• Growth in user-generated content will drive worldwide consumer digital storage needs from 329 exabytes in 2011 to 4.1 zettabytes in 2016 (Gartner 2012)
4 100 000 000 terabytes
From Antivirus to Content Anywhere
• “My content is automatically available for all my devices and selected friends”
Content Anywhere stores your photos, music and documents in a secure personal cloud. You can access your files anywhere anytime from any device and sharing them with your friends is safe and easy.
Design Method
Who is it for
What does it do
Sketch
Talk with the users
Visualize
Making it “real”
Testing the concept
Target setting Workshop Validate Feedback
Customer Journey
> > > > >
Customer Journey: Part of everyday
Long-term User Study: method
• 60 consumers recruited to a 8 week long study
• People used the earlier Online Backup service and the new Content Anywhere with their own computers and smartphones for 6 weeks, half of the users beginning with Online Backup and half with Content Anywhere, switching services in the middle
• The online focus group tool Owela from VTT was used to communicate between the user research team and test users
• Face-to-face focus group discussions were arranged in the middle and at the end of the study period
Long-term User Study: collected data
• 1000+ online discussion comments
• 35 mini gallups with 1000+ votes
• 71 narratives with 300+ comments, users describing the current state with an ideal state when having a ‘magic wand’
0
10
20
30
40
18-24 25-34 35-44 45-54 55-64 65 +
Age
45 %
55 %
Gender
Female
Male
Long-term User Study: Narratives
Content Anywhere: Liquid Experience