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Taking A Customer Centric Point of View of Your Online Database David Smith, CRS  2010 TAIRS Conference Copies of this presentation will be made available at http://www.linkedin.com/in/david211 following the conference.
AIRS Standards ,[object Object],[object Object],[object Object],[object Object]
AIRS Standards ,[object Object],[object Object],[object Object]
Six Non-Negotiable Standards for High-Quality Information Online   ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Source: 2008 White Paper, Putting Citizens First : Transforming Online Government, by the Federal Web Manager’s Council.
Basic Questions ,[object Object],[object Object],[object Object]
Basic Techniques ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Personas
What Is A Persona? ,[object Object],[object Object]
Review Persona Handouts ,[object Object],[object Object],[object Object],[object Object]
Essential Elements Of A Persona ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Team Exercise
Task Analysis
What Is A Top Task? ,[object Object]
Managing the Long Neck Source : Gerry McGovern Customercarewords.com
The Long Neck
Source: Top Caller Requests
Group Exercise : What Are the Top Tasks for a Typical I&R Website?
Usability Testing
Basic Approach ,[object Object],[object Object],[object Object],[object Object],Source: Usability 101 http://www.useit.com/alertbox/20030825.html
Volunteer
How Many Testers?
Define A Scenario ,[object Object],[object Object],[object Object]
Define Success ,[object Object],[object Object]
Define Failure ,[object Object],[object Object],[object Object]
Don’t Ignore the  Disaster ,[object Object]
Individual Exercise ,[object Object],[object Object],[object Object],[object Object],[object Object]
Recap ,[object Object],[object Object],[object Object],[object Object],[object Object]
Bonus Content
Strategies Other I&Rs Are Using To Bridge the KSA Gap ,[object Object],[object Object]
Resources ,[object Object],[object Object],[object Object],[object Object],Visit these websites, join their newsletters, read their books
And Then Let’s Talk About What’s Next ,[object Object],[object Object],[object Object],[object Object]

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Customer Centric Point Of View

Notas do Editor

  1. Source: 2008 White Paper, Putting Citizens First : Transforming Online Government, by the Federal Web Manager’s Council.
  2. Stop to ask : is there anyone in the room with a professional software or product development background.
  3. Source: Personas: Setting the Stage for Building Usable Information Sites : http://www.infotoday.com/online/jul03/head.shtml Source: Alan Cooper, The Inmates Are Running the Asylum: Why High-Tech Products Drive Us Crazy and How to Restore the Sanity , Indianapolis: Sams, 1999, Chapter Nine. (Wording condensed and modified.)
  4. Create a persona.
  5. 5% of your website delivers at least 25% of its value - (in this customers case it was 34%) - That's your Long Neck! The Long Neck is where the business case of your websites lies. It is the small set of top tasks that your customers really come to your website for, it is the essence of your value, the essential core of your offer. We help you identify and better manage your Long Neck. [NEXT SLIDE]
  6. Source: Usability 101, http://www.useit.com/alertbox/20030825.html
  7. Source: Why You Only Need to Test with 5 Users, Jakob Nielsen, http://www.useit.com/alertbox/20000319.html Note: This curve applies to the qualitative design phase. When developing quantitative metrics, i.e., how long does it take to complete a top task, the number is 20 users.
  8. For I&R purposes, I recommend that scenarios should be as simple as possible, and only tackle the smallest reasonable top task.
  9. Pop Up Blockers!
  10. AIRS database standards help reduce the likelihood of disasters through requiring a formal update on an annual basis; on keep
  11. The KSA gap refers to the fact that most I&R specialists have a college degree, receive 80+ hours of start-up training in health and human services, receive ongoing training throughout the tenure, and that every other user group does not have this level of knowledge, skills, and abilities. If you are only thinking about your I&R specialists point of view, you are not likely to meet the quality indicator for the AIRS standard.