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Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Starting and Running a Customer Design Advisory Board
MARY BETH RAVEN, Ph. D.Oracle CorporationUXPA Boston 2017
Confidential – Oracle Internal/Restricted/Highly Restricted
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Design Advisory Board
• A form of participatory design to actively involve users in the design process to help ensure the results meets their needs and is usable
• Dedicated set of users who provide feedback on a product on a regular basis
• Most effective with NON-consumer products
• Early involvement! Can include feature prioritization
• Consistent legal/confidentiality agreement
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Example Design Advisory Boards
Technical Product Collaboration Product
Participants ~20 companies, ~35 people ~300 companies, 500+ people
Recruiting Existing User Group Existing user group, support community, blog, Twitter
Commitment •90 min every ~ 3 months •Meet once a month, one company at a time, 5-7 companies each month
•Meet 1 hr every week, everyone invited• Additional usability testing 1x1 monthly 5-7 customers/month
Session types •Persona validation•Remote usability testing
•Persona validation•Product demos•Show alternate designs, discuss, vote
Legal NDA for each session Yearly blanket NDA for all sessions
Maintenance UX team tracked NDAs, participation and reward (3 iPad minis)
Product management maintained
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Design Advisory Board provides feedback on the featuresand UI design of upcoming versions of the software
Participate in Usability Tests,Focus Groups, and Feedback Sessions
Prioritize Featuresand Participate in Surveys
Host Site Visits
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
BETA TESTEven fewer people, but they start
later in the design process andhave deep participation
including installing and usingthe product over
a period oftime
Design Advisory Board Compared to Other Programs
DESIGN PARTNERSFewer people, start early in the design process,
regular participation
USER GROUPSMany people, small participation
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Recruiting
Get them• Invite user group members, Customer
Advisory Board Members• Post invitations in support communities• Post invitations on social media – Blog, tweet,
Facebook• Incentives: several give-aways at the end of
each product release (iPad minis, Starbuck’s gift certificates
Keep them• Demonstrate that you listen!• Improve the product based on their feedback• Explain why you did NOT make some of the
requested changes (technical, business etc.)
Incentives
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Work with Your Company’s Legal Team
Different companies have different legal requirements
Company A Company B Company C
Participants sign a Non-disclosure (NDA) for every session
Participants sign a yearly NDA
The participant’s COMPANY signs a “Customer Participation Confidentiality Agreement” (CPCA)
NDA was an online survey they went to, checked a box and typed their name and date
If they signed and NDA as part of a user group or Customer advisory group, then they were already covered for the Design Partner Program
This agreement broader than an NDA. If a participant has a good idea and you implement it, the participant cannot expect any revenue recognition.
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Maintenance
• Have an official “Design Advisory Board” administrator
• Can be part of other jobs
– User Research
– Product management
• Foster Community
– Arrange in-person meetings
– Appreciation events ( at yearly conference or user group
meetings)
– Tie to “Champion” or “Elect” programs
• Have a set begin and end
– Yearly
– Per release