Practicing Human Centered Design at Emerson - Virginia Human Centered Design at Emerson Jay Elkerton Director of Human Centered Design

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  • Practicing Human Centered Design at Emerson

    Jay Elkerton

    Director of Human Centered Design

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 2

    Agenda

    Introduction

    Goals of Human Centered Design (HCD)

    Overview of Human Centered Design Methods

    Method Sets for Core Design Practices

    Stakeholder Maps and Personas

    Heuristic Usability Evaluation

    Rapid Development and Iterative Product Testing

    Human Centered Design in Product Development

    Summary

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 3

    Our Team and Partners

    Jay Elkerton, HCD Director

    James Reger, HCD Strategist

    John Allwein, Mobile and Content Strategist

    Christina Koffskey, HCD Analyst

    Duane Toavs, Director Human Centered Design Institute

    Pete Maher, COO

    Chris Pacione, CEO

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 4

    Our Goals and Tactics

    Develop awareness, compression and practice of human centered design across all businesses

    Central mentoring staff

    World-class training program

    Core design practices

    Strategic projects

    HCD lead development in businesses

    Design partners

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    Our Approach

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 6

    Our Approach

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 7

    Our Approach

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 8

    Our Approach

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 9

    Our Approach

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 10

    Our Approach

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 11

    Building on Success Emerson Process Device Dashboards

    Before

    After

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 12

    Consistent Dashboards for Emerson Process Devices

    Similar user experience regardless of protocol or device

    At-a-glance device status displays

    Gauges for process monitoring

    Single click access to troubleshoot and resolve problems

    100+ available

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 13

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 14

    Our Design Practice Framework

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 15

    Our Design Practices Method set used for researching and understanding the process management customer environment

    Method set used for reviewing process management applications

    Method set used for improving products through rapid development and iterative user testing

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 16

    Research-based Stakeholder Maps and Personas

    A sequence of methods to develop,

    document, and share a deep

    understanding of customer users, tasks

    and environment

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 17

    Use of Stakeholder Maps and Personas

    Stakeholder maps and personas used extensively in product development

    Available on HCD websites and project areas

    Used as part of other method sets

    Heuristic evaluation

    Rapid development and product testing

    Continuing to be managed and developed

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 18

    Heuristic Usability Evaluation

    A sequence of methods to quickly

    inspect and prioritize usability

    opportunities from user and task

    perspectives using heuristic principles

    (rules of thumb)

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 19

    Emerson Usability Heuristics

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 20

    Inspection Process

    Heuristic evaluation is employed strategically to

    engage in cross-business unit human centered

    design review using a network of trained inspectors

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 21

    Focus on Users and Tasks

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 22

    Tools and Templates for Usability Review

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 23

    Example Detailed Results

    Resnick, M.L., Elkerton, J., Maher, P., Pastel, R., Rodriguez A., and Kelley, J.

    (2013). Triangulation of multiple human factors methods in user experience

    design and evaluation. In Proceedings of the Human Factors and

    Ergonomics Society 56th Annual Meeting. Santa Monica, CA: Human Factors

    and Ergonomics Society.

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 24

    Methods to Summarize and Prioritize

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 25

    Use of Heuristic Usability Review

    Conducted on over 50 products

    Heuristic evaluation workshops offered to train inspectors world-wide

    Over 50 inspectors have been trained and perform product inspections

    8-10 reviews conducted yearly

    Reviews are an early entry point for other HCD methods

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 26

    Rapid Development and Product Testing

    A sequence of methods to rapidly

    develop and evaluate products with

    iterative user feedback

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 27

    Rapid Development and Product Testing

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 28

    Workshop Agenda

    INTRODUCTION

    o Opening Remarks

    o Introductions

    o Workshop Overview

    ______________________________ PART 1:

    PLANNING & RUNNING A USABILITY TEST

    o Usability Testing Demonstration

    o Usability Testing Deep-dive

    o Usability Testing Exercise

    _______________________________ PART 2:

    GETTING FROM FINDINGS TO INSIGHTS

    o Affinity Clustering

    o Importance/Difficulty Matrix

    o Report of Findings

    Day 1 PART 3:

    RAPIDLY ENVISIONING POSSIBLE

    SOLUTIONS

    o Thumbnail Sketching

    o Storyboarding

    o Rough & Ready Prototyping

    ____________________________ PART 4:

    GETTING FROM FINDINGS TO INSIGHTS

    (ALTERNATIVE PATH)

    o Usability Testing

    o Rose, Bud, Thorn

    o Affinity Clustering

    Day 2

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 29

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 30

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 31

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 32

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 33

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 34

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 35

    Use of Rapid Development and Product Testing

    Workshop conducted 3 times world wide

    4 business units have adopted the core practice

    Approach showcased at our Emerson User Exchange

    3 years running: Americas and Europe

    Over 25 products tested in various phases of development: paper to final product

    200+ customers provided feedback

    Business units design products, help run tests, and analyze results

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 36

    Human Centered Design in Product Development

    New product development

    Stage/gate process - 8 phases, 7 gates

    Market research to product release

    Human centered design deliverables for 4 phase and gates from idea generation to development:

    Human centered design lead

    Human centered design plan

    User identification and description

    Task and scenario identification and description

    Prototype development

    Usability review and/or usability testing

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 37

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 38

    Human Centered Design Project Checkups A practice and worksheet to assess the Human Centered Design for projects:

    Licensed from MAYA Design

    90 minute checkups conducted by Human Centered Design Institute staff

    Performed repeatedly to check and prescribe a Human Centered Design plan

    Used to help meet requirements of New product development with HCD

    Identifies strengths and opportunities for method user (e.g., personas, heuristic inspections, usability testing)

    Performed quarterly

    Focuses on:

    HCD lead, team and plan

    Understanding users and tasks

    Supporting development of prototypes for review and testing

    Human Centered Design (HCD) Checkup Worksheet

    9 Business Units, 14 Projects

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 39

    Summary

    Very active human centered design community

    Executive and management support

    500+ people trained across business units

    Training continues with Emerson certified instructors

    HCD leads and inspectors active in business units

    Monthly community forum

    Growth areas

    Customer engagement

    Greater design involvement

    Metrics and business case success stories

    Online tools

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 40

    Thank you

    Questions?

  • [File Name or Event] Emerson Confidential 27-Jun-01, Slide 41

    Thank you

    Questions?

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