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CHI 2009 - 4/7/2009IBM Lotus Software
Open by Design: How IBM Partnered with the User Community in the Redesign of Lotus Notes
Betsy ComstockMary Beth RavenSheri BrancoMichelle CooperDeb Maurer
Betsy Comstock User Studies Lead, IBM Lotus Notes
IBM Lotus Software Group:
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For a huge, 20-year-old, collaboration platform
– E-mail– Calendar– Contacts– Thousands of other
custom applications
Suppose you suddenly needed a new, world-class UI …
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Suppose you suddenly needed a new, world-class UI …
We’re talking about IBM Lotus NotesIn mid 2005, IBM decided to completely revamp and modernize the User Experience
Notes version 7, looked like this:
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IBM Lotus Notes User Experience Team
• About 8 people full-time on the Notes 8 client team – 3+ User Studies Professionals– 4+ User Experience Designers– 1+ Visual Designer– Many colleagues in the larger Lotus UX
community
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• One of the goals of the redesign was to maintain the loyalty of our large user base – 46,000+ medium and large companies
worldwide– 10,000+ business partners– ~150 million very opinionated users
What to do?
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We had great access to this community of users
Design Partners & Beta
Programs
Customers / Partners / Users who
follow Lotus blogs & forums
Other Customers with whom
we have good
relationships
Vocal internal & external
users
Volunteer usability
participants
Users recruited to
meet specific use criteria
Annual Lotus
conferences, briefings
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What should we do with all these people?
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We decided to deliberately open our design, to partner
with these users
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By the time Notes 8 shipped, we had incorporated input
from…
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over 2,000 users
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13 User Research Methods in the Design of
Notes 8• One-Way Customer Input
– Surveys – Self-guided usability tests– Customer feedback during product use– Reaction time experiment on icon design
• Structured Dialog– Usability testing– Color and texture identification– Personas– Spec reviews with customers and business partners
• Open Dialog– Contextual interviews / round table discussions– Prioritize features with key customers– Customer discussion forums– IdeaJam– Notes Design Blog
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13 User Research Methods in the Design of
Notes 8• One-Way Customer Input
– Surveys – Self-guided usability tests– Customer feedback during product use– Reaction time experiment on icon design
• Structured Dialog– Usability testing– Color and texture identification– Personas– Spec reviews with customers and business partners
• Open Dialog– Contextual interviews / round table discussions– Prioritize features with key customers– Customer discussion forums– IdeaJam– Notes Design Blog
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Usability Testing
• Fairly standard test methods
– Goal: Identify as many usability issues as possible– Think aloud, observers both local and remote – From simple prototypes real-time collaboration
in a realistic test environment with 80 fictitious employees of a company we called “Renovations, Inc.”
– 475+ sessions on Notes 8 – Tests conducted in the usability lab, and at Lotus
conferences, and best of all…
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• “Renovations on the Road”
– At customer sites, participants were close matches to our personas
– Prompted rich dialog about use of Notes for their sites and job roles
– Added other activities that fostered open dialog, e.g.• Demonstrations of new features• Participation in local user groups• Contextual interviews
Usability Testing
(at Customer Sites)
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Contextual Interviews & Round Table Discussions
• Visited ~25 customer sites– Interviewed people representing
our personas and other roles– Learned about their jobs and
how they use Notes & other technology to support their work
• No substitute for these rich first-hand experiences with users– Unexpected, memorable events– Creates dialog that lasts far
beyond the visit
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Spec Reviews with Customers & Business Partners
• Tuned UX Specs with input from stakeholders– Held 20+ web-conferenced and face-to-face design reviews– Included UX team, developers, customers, and business
partners (under nondisclosure agreements) – Reviewed specs together before any code was available– Merged internal and external feedback– Built good will with customers
• Note:– Still need to conduct internal reviews– Need a strong moderator (in addition to the spec presenter)– Need someone to monitor and respond to the group chat.
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Prioritize Features with Key Customers
• Incorporated customer priorities into decisions about the features to include
– Conducted prioritization exercises at customer sites and conferences
– Printed “Samantha can” features on “stickies”
– Small groups sorted items into Priority levels
– Everyone added red dots to most important items
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Prioritize Features with Key Customers
• Incorporated customer priorities into decisions about the features to include
– Conducted prioritization exercises at customer sites and conferences
– Printed “Samantha can” features on “stickies”
– Small groups sorted items into Priority levels
– Everyone added red dots to most important items
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• Customers reported on their small group consensus– Important in later, on-going decisions
• Challenges– Allow participants to add items– Limit number of items rated high
priority– Include a “Trash Can” category– Provide experts to disambiguate
items– Group dynamics need managing– Results are a bit “sloppy” – Be sure to understand the logic, not
just priorities
Prioritize Features with Key Customers
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Customer Discussion Forums & IdeaJam• Monitored customer forums and blogs
to stay in touch with customer issues– Lotus developers took this input very seriously– We answered UX items and tried posting questions
• Limitations– Too many forums for our group to monitor (different
programs, customers)– Tedious to sort through and find UX-related items– Input was usually way behind what we were working on
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Notes Design Blog
• Gave us quick answers & provided a public face to Lotus UX– Mary Beth Raven (et al.) blogged about Notes 8 design – ~20,000 hits a month, often dozens of replies within a day– Quick feedback to UX questions from people outside IBM who care– Visibility with customers and leverage with developers– A consensus often emerged among respondents – Established a community of customers/partners empowered to
influence the design
• Some limitations– Respondents are often not typical end users– The blog is public, which limits certain posts– Customers cannot initiate topics, only comment & discuss topics we
post
www.notesdesignblog.com
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• Open feedback comes from a biased sample• Some customer feedback carries more weight• Data are often qualitative, anecdotal,
unstructured, uncategorized• Amount of data was sometimes overwhelming• Need to be prepared for difficult customer
situations• Depends on energetic and skilled user
experience team, knowledgeable about the product area
Opening Design to the User Community:Challenges
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Opening Design to the User Community:Benefits
• Broader knowledge of users and their work contexts
• Richer design ideas• Customer consensus on design direction• Professional partnerships with key customers• Increased customer loyalty• Better professional interconnections inside IBM• Fast, flexible methods
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So, how did we do???????
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Inbox with Preview & Sametime
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Calendar, Quickr Sidebar
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Great Customer Feedback
•Extremely positive reactions from customers, partners, and analysts
•Faster deployment rate than with previous versions of Notes
• Increased revenue•And, perhaps most gratifying for those of us
who feel so connected to our user community…
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Great Customer Feedback
Lotus Notes 8 received a standing ovation at Lotusphere 2007
Lotus Notes 8 received a standing ovation at Lotusphere 2007
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“Open by Design” continues to characterize our UX
methods todayFor more information, contact me at: [email protected] see the full paper:
Comstock, E. M., Raven, M. B., Branco, S. F., Cooper, M. L., & Maurer, D. E. Open by Design: How IBM Partnered with the User Community in the Redesign of Lotus Notes. CHI 2009 Extended Abstracts, Boston, MA, 2931-2944.
Thank You!
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© IBM Corporation 2008. All Rights Reserved.
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• References in this presentation to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. Product release dates and/or capabilities referenced in this presentation may change at any time at IBM’s sole discretion based on market opportunities or other factors, and are not intended to be a commitment to future product or feature availability in any way. Nothing contained in these materials is intended to, nor shall have the effect of, stating or implying that any activities undertaken by you will result in any specific sales, revenue growth or other results.
• All references to Renovations refer to a fictitious company and are used for illustration purposes only. All references to Samantha Daryn, Ted Amado, and Betty Zechman are fictitious.
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