User Experience and Design€¦ · USER FIRST •The Catalyst: –Search engine upgrade –Research identified issues with user experience •The Approach: –Relentless commitment

User Experience and Design

SPEAKERS

Andrea Alliston Greg Merkle

Vice President, User

Experience

Wolters Kluwer

Partner, Knowledge

Management

Stikeman Elliott LLP

A UX/DESIGN ROADMAP

THE LAW FIRM CHALLENGE

• Dispelling myths

– Understanding the depth of design

• Articulating the value

– What is the ROI and how do you show it

• Buy vs. build

– Marrying up off the shelf software with user requirements

Visual

Requirements

2010

User

journeys

2012

Putting the

User First

2014

Personas

s

2015

Professional

Design Services

2015

Internal

Business

Analyst

2017

The result:

▪ Successful

with users

▪ Partially

successful

with IT

The result:

▪ Successful with

users

▪ Did not translate

to IT

The result:

▪ Very Successful

The result:

▪ Mostly Successful

The result:

▪ Mostly Successful

The result:

▪ So far so good!

Step 1 Step 2 Step 3 Step 4 Step 5 Step 6

The Case Study

THE SUBSTANCE

• UX is NOT UI: Why/Design Thinking

• Journey Mapping (Role and goal vs Product)

• Making it real

• Build/Measure/Learn

• UX/Roles

• Lessons learned

UX IS NOT UI

STEP 1:VISUAL REQUIREMENTS

• The Catalyst:

– Challenges communicating

requirements to users and IT

– Typical lawyers - too many words

• The Approach:

– Document requirements with

diagrams, workflows and

wireframes

• The Result:

– Successful with users

– Partially successful with IT

The Case Study

USER CENTERED DESIGN

• Design Thinking goes far beyond the User Interface

• Focus on real user Goals

and tasks

• Who and Why vs. How and When

• Great things happen when we combine SME + UX +

Technology

• Content and Data Strategies are essential

WHY: EXTERNAL PRESSURE

• Market and user expectations are changing

• Business models are changing

• Competitive threats

• Free Content

• Good Enough

WHY: INTERNAL PRESSURE

• Time to market

• Monolithic road maps

• Multi-year projects

• Technology owns the outcome

• Waterfall culture

Business

WHERE DOES UX FIT?

1

2

Technology

What exactly do

you want to

build?

What is

technically

possible?

UX

Who are your

customers?

What are their

needs?

THE TOOLS AND RESOURCES WE USE

• Journey Map

• Lean Canvas

• Empathy Map

• Prototyping tools

• Specific design skills and roles

TAKE A JOURNEY

JOURNEY MAPPING

(Role and Goal vs Product)

• Identify roles in your firm and how work gets done

• Map out tasks and align to goals

• Identify pain points (think uber)

• Relevancy in context

16

Think & Feel?

Say vs Do?

Hear? See?

GainPain

JOURNEY MAP [TASK/GOAL]

Say

Do Feel

Think Find a contract

Intranet KM

Search

Personal Files

Google

Identify Key

Clauses

Manual

Print

Word

Post It

Compare

(what’s market)

Manual

Print

Word

Post It

Collaborate with

Client

Secure Portal

Email

Finalize

Matter

management

SPREADSHEET

JOURNEY MAP

STEP 2:USER JOURNEYS

• The Catalyst:

– Issues developing requirements

• The Approach:

– Design and UX consultant to

develop requirements

– Taught us how to create user

journeys

• The Result:

– Successful with users

– Did not translate to IT

The Case Study

THINK LIKE A START-UP

“FALL IN LOVE WITH THE PROBLEM”

STARTUPS FOCUS ON PROBLEMS

• Challenge Everything

• Small interactions matter

• Focus on pain points /convenience

(the emotional stuff)

• Simplify Simplify Simplify

• Focus on what is Relevant in Context

Title of presentation 22

THE LEAN CANVAS [THE PROBLEM/SOLUTION]

Problem Solution Unique Value

Proposition

Unfair Advantage

Key Metrics Channels

Cost Structure Revenue Streams

Customer

Segments

“WE LOVE OUR SOLUTION”

My Task Day/Week

We think our Solution

fits here

WHERE DOES YOUR SOLUTION REALLY FIT?

My Task Day/Week

Through Journey Mapping, we uncovered

our solution fits here

STEP 3:PUTTING THE USER FIRST

• The Catalyst:

– Search engine upgrade

– Research identified issues with

user experience

• The Approach:

– Relentless commitment to the user

experience

– Used UX expert

– Developed design principles

– Card sorting and focus groups

• The Result:

– Very successfulThe Case Study

Keep interface simple and intuitive

Keep filters to a minimum (7 plus or minus 2) on each page

Avoid customization where possible

Allow for flexibility in accessing content

Bilingual interface

All filters should be a part of the search snippet

Search

Upgrade

Design

Principles

The Case Study

BE EMPATHETIC

STEP 4: PERSONAS

• The Catalyst:

– Experience application redesign

– Many stakeholders with different

perspectives

• The Approach:

– DIY using templates from the web

• The Result:

– Mostly successful

The Case Study

29

Think & Feel?

Say vs Do?

Hear? See?

GainPain

EMPATHY MAP [YOUR USERS/CUSTOMER]

Say

Do Feel

Think

GET THE RIGHT RESOURCES

Business

WHERE DOES UX FIT?

3

1

Technology

What exactly do

you want to

build?

What is

technically

possible?

UX

Who are your

customers?

What are their

needs?

UX ROLES

• Information Architect

(User Flow and Navigation)

• Interaction Design

(UI/Micro interaction Front End)

• Visual Design (Consistency/Patterns)

• User Research (Insights/Metrics/Usability)

STEP 5:PROFESSIONALDESIGN SERVICES

• The Catalyst:

– Experience application required

focus on UX design to promote

data entry

• The Approach:

– Separated the concept of design

from technology development

– Engaged external design firm

• The Result:

– Mostly successful

The Case Study

BRINGING IT ALL TOGETHER

35

UX CENTER OF EXCELLENCE INSTITUTIONALIZING CUSTOMER CENTRIC PRODUCT DEVELOPMENT

Previs

▪ Week long deep dive into customer

▪ Focused on tasks and how customers perform them (journeys)

▪ Nightly prototyping

Lean Product Development

▪ Accelerating time to market

▪ Focused on key differentiating features (MVP)

▪ Iterate and experiment with customers

▪ Enables continuous concept validation

Research Concept Design Build

VISIONING/ARTIFACTS, DAY 1-3

3

6

CCH Iknow

Home » Topics »

Fuel tax credits

Commentary RulingsOverview News

Search in this section...

Overview EventsInterest Deductibility

Window on Canadian Tax

Tax Treatment of a Payment under a GuaranteeWindow on Canadian Tax

Commentary

CCH Inside

Super product disclosure rules delayed, 05 May 2014The requirements to publicly disclose core information about choice superannuation products (ie products other than a MySuper product or self managed superannuation

Invitation to comment: accounting for dynamic risk management, 06 May 2014The Australian Accounting Standards Board (AASB) is inviting comments on the International Accounting Standards Board (IASB)'s discussion paper Accounting for…

ATO online services now accessible through myGov, 06 May 2014The ATO's online services such as updating personal details, keeping track of superannuation, arranging to pay a debt and checking the progress of income tax…

Suspension of tax agent registration extended, 06 May 2014Cleary v Tax Practitioners Board — The AAT has affirmed a decision of the Tax Practitioners Board (the Board) and increased a three-month period of suspension…

Deductions for employer superannuation contributions, 06 May 2014This article discusses some of the issues that can arise for employers in claiming deductions for contributions…

CCH News

Client Match Practice Tools

1 Client Letter | Tools | Calculator

August 26, 2010

Entitlement to fuel tax credit


23 Clients Letter | Tools | Calculator


8 Clients Letter | Tools | Calculator

5 July , 2013

Superannuation Alert - 05.07.13

15 per cent tax on the concessional contributions

Events | CCH Inside

iFirm iKnow


Retrospect ive Superannuation Alert For the 2013/14 financial year and onwards, a person’s assessable income will include the

amount of any excess concessional contributions made in the year, once the excess is

calculated and notified by the Australian Taxation Office (ATO).

Client Letter

Tools

Client Match

8 Clients Adjusted Income > $300K

Client Impact

Adjusted Income > $300K

Occupation: Does not apply to Judges

Type of Superfund: Managed/No -

Supperannuation

Events | CCH Inside

Client Match

23 Clients People close to $300K w/in %

or fixed amount.

5 July , 2013



02 May 2013

Superannuation contribution concession changes for high

income earners — exposure draft released, 02 May 2013

News

02 May 2013



Buzz

David Atkin @davidatkincbus 19h

Employers want confidence in selection through quality filter on

super default funds http://www.afr.com/p/national

builders_call_for_action_on_super_1MOJXopeN96i5YnjBCebWK …

#superannuation #auspol

Towers Watson Aus @TowersWatsonAus May 5

Lack of #superannuation member engagement means trustees in

dark on risk appetite says Roger Urwin @financialreview http:/

ow.ly/wtdfbBARG2893 Partner Manager

Barge, Alice Isabel Nugan Archie MacBain

[email protected] Create Job

BARG2893 Partner Manager




Everingham, Oscar Isabel Nugan Archie MacBain


Clients








Egge, Patrick Ian Jones Mariam Hogben








01 May 13 The Tax institute

Changes to the superannuation contribution concession for

high income earners



high income earners

Industry Associations

SPAA

2012-13 Federal Budget - Superannuation Announcements

Print Save Favourite Share

Close

Leak Announcement Consultation Before Parliament Royal Assent

CCH Iknow

Home » Topics »

Fuel tax credits



Overview EventsInterest Deductibility

Window on Canadian Tax

Tax Treatment of a Payment under a GuaranteeWindow on Canadian Tax

Commentary

CCH Inside

Super product disclosure rules delayed, 05 May 2014The requirements to publicly disclose core information about choice superannuation products (ie products other than a MySuper product or self managed superannuation

Invitation to comment: accounting for dynamic risk management, 06 May 2014The Australian Accounting Standards Board (AASB) is inviting comments on the International Accounting Standards Board (IASB)'s discussion paper Accounting for…

ATO online services now accessible through myGov, 06 May 2014The ATO's online services such as updating personal details, keeping track of superannuation, arranging to pay a debt and checking the progress of income tax…

Suspension of tax agent registration extended, 06 May 2014Cleary v Tax Practitioners Board — The AAT has affirmed a decision of the Tax Practitioners Board (the Board) and increased a three-month period of suspension…

Deductions for employer superannuation contributions, 06 May 2014This article discusses some of the issues that can arise for employers in claiming deductions for contributions…

CCH News


1 Client Letter | Timeline | Calculator

August 26, 2010



23 Clients Letter | Timeline | Calculator



5 July , 2013



Events | CCH Inside

iFirm iKnow

CCH Iknow

CCH iFirm CCH iKnow CCH iBizz

Home » Topics »

Fuel tax credits



Overview Events

Most businesses are entitled to fuel tax credits for fuel used in a range of business activities, excluding the use of light

vehicles on public roads. The rate of credit varies according to the use to which the fuel is put.

Fuel tax credits are administered by the ATO, and aspects such as registration and accounting periods are similar to

those applying for GST. The credits are claimed on the Business Activity Statement in a similar way to input tax credits:

see the ATO’s Fuel Tax Credits: How to Complete Your BAS (NAT 15531).

Fuel tax credits are assessable income, and should be disclosed in the tax return as “Assessable government industry

payments”. They are also treated as instalment income for the purpose of calculating PAYG instalments.

Fuel tax credits are not subject to GST.

The legislation governing fuel tax credits is primarily the Fuel Tax Act 2006.


Heavy on-road vehicles

Practical overview

Rates of fuel tax credit: summary

Commentary

Upgrade to awesome | Upload your data

Client Match

Over 1800 CCH iFirm clients impacted

August 26, 2010


Events | CCH Inside

Client Match


5 July , 2013



Upgrade to awesome | Upload your data

Client Match


August 26, 2010


Events | CCH Inside

Client Match


5 July , 2013


15 per cent tax on the concessional contributionsBusiness

Editorial

ProductTechnology

UX

User Needs/Insights

Common Sense

Intuition

Sales Marketing

CCH Iknow

CCH iFirm CCH iKnow CCH iBizz

Home » Topics »

Fuel tax credits



Overview Events

CCH Inside | GPO UX /ATG | PreVis May 2014 | CCH Australia

Most businesses are entitled to fuel tax credits for fuel used in a range of business activities, excluding the use of light

vehicles on public roads. The rate of credit varies according to the use to which the fuel is put.

Fuel tax credits are administered by the ATO, and aspects such as registration and accounting periods are similar to

those applying for GST. The credits are claimed on the Business Activity Statement in a similar way to input tax credits:

see the ATO’s Fuel Tax Credits: How to Complete Your BAS (NAT 15531).

Fuel tax credits are assessable income, and should be disclosed in the tax return as “Assessable government industry

payments”. They are also treated as instalment income for the purpose of calculating PAYG instalments.

Fuel tax credits are not subject to GST.

The legislation governing fuel tax credits is primarily the Fuel Tax Act 2006.

19 December 2013

PS LA 2013/4 (GA) Fuel tax credits – Road user

charge – Apportioning taxable fuel used by

heavy vehicles for travelling and for powering

auxilary equipment

28 July 2010

PS LA 2010/3 Apportionment for the purposes of

the Fuel Tax Act 2006

26 June 2008

PS LA 2008/3 (GA) Attribution rules and late

registration for fuel tax credits

Rulings



Practical overview


Commentary

Landscaping 32.347 31.622

Landscaping 32.347 31.622

Property management 32.347 31.622

Wholesale/retail 32.347 31.622

Manufacturing 32.347 31.622

Construction 32.347 31.622

Fishing 38.143 38.143

Industry Petrol Diesel

Key rate: Fuel tax credit rate by industry

2013/14

Rail transport 32.347 31.622

Agriculture 38.143 38.143

Forestry 38.143 38.143

Marine transport 32.347 31.62

Mining 32.347 31.622

Nursing and medical 32.347 31.622Client Match Practice Tools


August 26, 2010




Events | CCH Inside


1 Client Letter | Timeline | Calculator

5 July , 2013



Client Fact Sheet

Client fact sheetFor the 2013/14 financial year and onwards, a person’s assessable income will include the

amount of any excess concessional contributions made in the year , once the excess is

calculated and notified by the Australian Taxation Office (ATO).

Client Impact

Condition

Condition

Condition

Condition

Events | CCH Inside

Client Match

1 Clients Description Condition

August 26, 2010


02 May 2013



News

02 May 2013



Buzz

David Atkin @davidatkincbus 19h

Employers want confidence in selection thr ough quality filter on

super default funds http://www.afr.com/p/national

builders_call_for_action_on_super_1MOJXopeN96i5YnjBCebWK …

#superannuation #auspol

Towers Watson Aus @TowersWatsonAus May 5

Lack of #superannuation member engagement means trustees in

dark on risk appetite says Roger Urwin @financialr eview http:/

ow.ly/wtdfb

Clients


Arron’s Transport Isabel Nugan Archie MacBain

Create Job



high income earners



high income earners

Industry Associations

SPAA

2012-13 Federal Budget - Superannuation Announcements

Print Save Favourite Share

Close

Leak Announcement Consultation Before Parliament Royal Assent

Procedure answer client query

Script

Factsheet

Procedure to calculate tax credit

Questionnaire

Calculator


Practical overview


Practice Tools

Potential fuel tax credit opportunity

There is a potential opportunity for taxpayers to claim additional fuel tax credits if they are operating heavy vehicles with particular auxiliary equipment or functions.

The opportunity has arisen following an Administrative Appeals Tribunal decision in Linfox Australia Pty Ltd v Commissioner of Taxation [2012] AATA 517, which examined Linfox’s claim that fuel consumed in the refrigeration units of heavy vehicles was not used for travelling on a public road. The tribunal decided that the road user charge should not apply for this fuel used to power the refrigeration unit.

What does this mean for me?

Applied more broadly, the Linfox decision means that other heavy vehicles - those with a gross vehicle mass of 4.5 tonnes or more – using public roads may also be able to claim a refund on the road user charge if they also have auxiliary equipment that uses fuel which is not for the purpose of propelling the vehicle.

Some examples of these vehicles could include:

· Refrigeration vehicles· Garbage compacting trucks· Concrete agitating vehicles· Road sweeper

What do I need to do?

Not all vehicles that have auxiliary functions will be eligible to claim all or any of the potential road user charge refund. For those that are eligible, the correct rate will need to be determined based on the specific circumstances of the auxiliary equipment and public road use.

To determine eligibility, the taxpayer must be able to provide details and substantiate this usage. We recommend that taxpayers contact us to determine potential vehicle eligibility and build out usage details.

Timeframes

There is a limitation of four years on the ability of the taxpayers to go back and claim applicable road user charges. Stop the clock provisions apply, therefore taxpayers should contact us to determine a potential claim and lodge an application with the ATO to maximise any potential returns.

Our recommendation

We recommend that you make an appointment to see us. We can help you to determine whether you have a potential claim, explain what is involved, estimate costs and timeframes, and then prepare the required legal documents for you.

If you would like to meet with us please make an appointment before (insert

Day 1: Business Model Canvas Day 2: User Flows & Insights Day 3: Proto Journey

WHAT WE LEARNED

• Focus on essentials

• Content structure/linkage/metadata

• MVP based on Journeys - Not development effort

• Start Small

• Design Thinking is a culture shift

• We don’t launch the wrong thing on time…

STEP 6:INTERNAL BUSINESS ANALYST!

• The Catalyst:

– Rising expectations around design

– Ongoing challenges translating

user requirements into functional

requirements for IT

• The Approach

– Squeaky wheel

– Looming large projects

• The Result

– So far so good!

The Case Study

TIPS AND INSIGHTS

SELLING UX/DESIGN IN A LAW FIRM

•Avoid the technology

•Forms are a good place to beginStart Small

•Lawyer facing for buy-in

•Project where design will really matterPick Your Moment

•Appeal to the consumer side

•Provide hard numbersMake the Business Case

•Don’t take off-the-shelf as is

•Implementation options not customizationPush Your Vendors

WHEN YOU GET GOING…

• Always start with your users

• Observe and focus on a key task

• Journey Mapping is really effective

• Go deep/find patterns

• Use Metrics whenever possible

• Get the right skills engaged at the right time

(The UX community is really growing)

• Business Model Generation

https://strategyzer.com/books/business-model-

generation

• Lean Startup

http://theleanstartup.com

• Invisionapp (collaborative prototyping)

https://www.invisionapp.com

READING/TOOLS

https://strategyzer.com/books/business-model-generation

http://theleanstartup.com/

https://www.invisionapp.com/

• Lean Canvas Template

• Empathy Map Template

• Journey Map Excel

• Design Principles Print Out

TAKEAWAY

Documents

User Experience and Design€¦ · USER FIRST •The Catalyst: –Search engine upgrade –Research identified issues with user experience •The Approach: –Relentless commitment