Cox Communications' Strategic Approach to Enterprise User Experience: How Change Management and Usab
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Published on Wed, 07 Apr 2010 08:16:53 -0800
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Author: Anna Wichansky, Senior Director, Applications User Experience, and Chair, Oracle Usability Advisory Board
As part of our work in the User Experience group, our teams often go to Customer events such as the Higher Education User Group (HEUG) conference, Alliance 2010. This year's event was held in San Antonio, Texas, and was attended by hundreds of higher education, government, and public sector users of Oracle applications. The User Assistance team used this opportunity to reach out to customers in the Educational and Government sectors to better understand how their organizations are currently approaching help, messages, and other forms of user assistance. What is User Assistance? For us, user assistance is more than the old books of users' manuals and documentation. User assistance is anything that helps users get their jobs done quickly and efficiently. Instead of expecting users to stop and look through a guide or manual, we have been developing solutions that are embedded within the interface. We know that when people are having difficulty with a task, they want to be able to search efficiently for solutions and collaborate with coworkers. We know that they want to find their answers right there, right then, so that they can get on with their work. In our interviews at Alliance, we wanted to learn what the participants could tell us about what was happening on their campuses and in their institutions. Figure 1. For Oracle User Assistance, it's not just about books any more. So what did we do? Off to Texas, we recruited 10 people from nine different government and education organizations to come to our Oracle User Experience Onsite Usability Labs. We conducted one-hour interviews with these folks and asked them all about User Assistance--what people are doing, what they would like to do, what technologies they are using, what they would like to use, and ultimately what should we as a company be planning for our future products. We used this as an opportunity also to show them some of our design concepts for Fusion User Assistance, our next generation of user assistance based on the best of our user assistance in other products. Figure 2. Interviewing a technical user at Alliance. What we learned... People are not using paper or online manuals anymore. They don't want to see a manual that is written for technical users and that doesn't make sense to the ordinary end user. They really don't want to have to flip through a manual trying to find an answer to their question. Even when the answer might be tailored to their organization, they don't want to dig through documentation. When they need an answer now, they don't have the patience to dig for something that might or might not be clearly written. What does it mean to an organization when users don't want to deal with documentation? In many cases, it means that frustrated users make phone calls to try to find the answers that they need immediately. Phone calls are expensive to an organization and frustrating to the technical support staff who have provided documentation that no one wants to read anymore. If they don't call, they email for help often, and many users are asking for the same information. The bottom line is that if they could get that help immediately in the interface, they wouldn't have to make those calls or send those emails -- and that saves time and money. Our Fusion User Assistance options to customize help and get help for the task immediately were seen as an opportunity by these technical users to build the solutions that their users need and want. That was huge. But then, this was Texas, where we discovered a lot of things come very big. Drinks are served in quart-size glasses and dishes like Chicken Fried Steaks are served on platters not plates. We saw three-pound cinnamon rolls that you down with tea sweet enough to curl your hair. Deep in the heart of Texas, we learned a lot, and we ate even more.
Figure 3. Joyce Ohgi and Laurie Pattison of Applications UX. Chicken Fried Steak.
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