UX & INNOVATION
User Experience & Innovation Showcase 2014
Talented Together
Our mission is to create experiences that people will love and engage with; to create products & services that are humanly satisfying at every touch.
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2014. Growing, blending, delivering... Over the last few years, the requirement for a deeper understanding of how users are interacting with digital services has grown massively. As the pace of digital only continues to grow across all sectors and industries, gathering this insight becomes a bigger and bigger challenge. At Sopra, we have been at the forefront of user-experience research before it took the now widespread acronym of “UX�. But research is only one part of UX. Innovation and design are critical ingredients for creating usable digital services. UX at Sopra encompasses the methods involved in gathering user insight, presenting the knowledge gains, innovating solutions and executing design concepts that can be validated quickly and rigorously. We are embedded in projects at all levels, from discovery to sprint 1, to launch, to user-testing. We blend user design and innovation with agile delivery to ensure all digital activity is connected to the user and the business. Blending is about bringing the right team of people together, from the product owner, creative thinkers, business thinkers to technologists and strategists. Sopra focuses on practical innovation ensuring that we are aligned with the broader team and the business vision from the outset. Our ingrained UX practice offers a client knowledge and experience that can bridge the gap between end users, stakeholders, creative services and IT developers. Digital services that articulate the brand throughout an IT lifecycle create experiences that look and feel intrinsically like a system the user would choose to use. How things look is vital to whether or not people decide to use the service. The UX team will ensure an on-brand experience from start to finish.
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The UX toolkit When it comes to the wide range of services activities offered by the Sopra UX team, this year we have collated these into our UX methodology card deck. In here you will find every process we do, why we do it, how to do it and how long it takes. This allows our consultants to have a toolkit to hand at all times to help build a projects UX strategy. This also helps us communicate to our clients how we can help them, as well as articulate the business value of UX to them. Our method cards will soon be available online and cover our ever growing methodologies:
User journey map Key aspects definition Key performance indicators User stories User flows Word-concept association Cross-cultural comparisons Activity analysis Social network mapping Personal inventory Cognitive task analysis Affinity diagrams Tree testing Card sorting Usability & narration A|B testing Eye tracking Heuristic evaluations Accessibility analysis Pattern library Quantitative survey Layout patterns Behavioral mapping Cognitive maps User Story Maps Competitive analysis Historical analysis Ethnography
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Diaries Field study Job shadowing Environment set up Contextual inquiry Online survey Analytics review Content audit User test review Use cases Mental models Forecasts Time-lapse video recordings Cognitive walkthrough Remote usability test Online surveys/questionnaires Brainstorming User flow User journeys Task analysis Taxonomies Content audit Feature roadmap Focus groups Empathy tools Error analysis Role-playing scenarios
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Brand integrity, brand integration... We make it our business to know our clients business, and that includes the principles of their brand. A brand is more than just a logo and a tagline, it is the foundation upon which all marketing is built. The businesses and institutions we work for are often mature, global corporations who have a tried and tested brand that prefectly represents their offering and core values. This means understanding the layers of our clients brand and ensuring this translates through their digital services. It is widely recognised that poorly designed customer interactions leads to a negative spike on your brand reputation. That’s why the biggest companies invest heavily in UX and design. With digital, you are broadcasting to the world. An unlimited market of customers, peers, competitors and influencers. Very often you have only a few opportunities to get it right before any potential custom you could have had has made up their mind on your product. Ensuring your digital services are on-brand, user-tested and validated will only serve to benefit your brand perception. It will also serve to show customers that you care about their needs. This is most obvious in delivering digital services to the UK general public through GOV.UK services. We make it our business to know the UX learnings and tried-and-tested design patterns that lead to successful digital transactions for everyone across the UK.
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UX & INNOVATION
PROJECTS 2014
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PROJECTS 2014 HM Courts & tribunals services Courtcase management system
Sopra has a deep rooted relationship with Governments in the UK and across Europe, providing internal systems to help manage administerial processes. But since the launch of the “Digital by Default” initiative by the UK Government, we are now involved in multiple “exemplar” projects design for citizens under the GOV.UK brand. The Ministry of Justice Common Platform is just one of these projects we are help lead the charge in.
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Court Store is a project created to remove paper from the courtroom and provide a point of reference for members of the court to get up-to-date accurate information on any given defendant and hearing. It is also a place where additional information can be added relating to the court proceedings. Within the courtroom there are case files and related documents sent from several MoJ agencies, starting with the police.
wireframing was key to Product Owners. Meeting with key people in courtrooms, interviewing, ethnography studies, behaviour studies and working practices made for an understanding of what would work in the field. Sharing this understanding with the PO, business analysts and development team allowed the interface design and journeys through Court Store to evolve to the user’s needs.
The Sopra UX/I team were involved from the start of this Agile process covering the stages of discovery, implementation and continuous improvement through UX research and analysis. The initial discovery stage and
Alongside this we combined our work with the award-winning Government Design Service agency, building on their own testing work and design standards and utilising the Government Design Manual.
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Ethnography
Ethnography
Wireframing workshop session 12
Court case paperwork
Legal Advisor workshop
User testing
Persona application
Style guide
Stakeholder interviews
Release 1.0 Alpha 13
PROJECTS 2014 Department for Environment, Food, Rural Affairs Rural Support Exemplar
Helping Government build a true and accurate digital picture of the UK’s land use in order to reduce disallowance and penalisation from EU regulation will stand to save the UK billions of pounds. Money that can be used to feed back into building flood defenses and protecting our countries agricultural industry.
Sopra is a delivery partner for the UK Department of Environment, Food and Rural Affairs (DEFRA). We are helping them develop an enterprise Geographic Information System (GIS) to ensure accuracy of EU common agricultural policy grant calculation and payment to the Government. It is enabling farmers to validate their land online, and enabling the UK Government to validate the digital representation of land usage claims throughout England and Wales.
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The UX team worked tightly with the client and development team on this project to help create a vision of the application, bring governance to the application of the GDS style guide and innovation where new requirements were needed. This project broke new ground in app development under the GDS guidance umbrella. This meant developing the style guide further, and user testing the style in order to validate our vision and thinking.
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Ethnographic research of current system and users
Paper wireframes
Wireframing using Balsamique mock-ups
Paper prototyping of required user functions 16
Process flows
Style guide
Design workshop
User testing
Digitising Toolbar 17
PROJECTS 2014
ACCA Global Student Exam Exemptions Calculator
Students and professional accountants alike will usually have an ambition to become a chartered accountant in their career. But often they will find themselves studying overlapping modules and sitting exams that may cover the same subject areas. The Exam exemptions calculator aims to help all of these user types to get chartered effeciently, regardless of professional level or geography.
ACCA (the Association of Chartered Certified Accountants) is the global body for professional accountants, enabling accountants around the world to further their careers. They are also a progressive company who have embraced digital to offer their customers a wide range of online tools. Because of their global footprint, digital helps them reach out to accountants regardless of location. And with such a wide remit of customer, they understood the importance of bringing an experienced UX team to help them hit the mark when developing these tools.
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The exemptions calculator is a simple but powerful Q&A tool, requiring the user to enter information about their qualifications in order to receive personalised information about the exams they still have to sit in order to become chartered. The calculator’s strength is in the the depth of information held in it’s database, and it was in presenting this information in a timely and clear way we brought huge value to the project. We also used interaction and animation to help tell the story of the process to the user to make it a fast, delightful experience.
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Discovery Workshop
Heuristic analysis
Wireframing 20
Process paths
Rapid Prototyping
User testing
Live collaboration tools
Responsive development 21
PROJECTS 2014
Scottish Government Scottish Prisons Services
Over the last few years, the requirement for a deeper understanding of how users are interacting with digital services has grown massively. As the pace of digital only continues to grow across all sectors and industries, gathering this insight becomes a bigger and bigger challenge.
Sopra is the Department of Agriculture and Rural Development’s (DARD) delivery partner for a corporate Geographic Information System (GIS) in support of EU common agricultural policy grant calculation and payment for the Northern Ireland Government. It is enabling farmers to validate their land online.
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Using Agile methods and prototyping based on user stories, Sopra is working with DARD to deliver a modern, easy-to-use digital solution. Because of the iterative nature of agile, we can see the system evolving and adapt it throughout the process according to user feedback. This method also allows DARD to focus on answering the real business questions, while we focus on the complex technology.
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Ethnography 24
Interactions sitemap
Paper Prototypes
Wireframe > UI design 25
PROJECTS 2014
RBS Mortgage Application Software
These days, we demand our banks to be at our finger tips, literally. On the go, on our devices, we expect to be able to bank on our terms. In the pursuit to open up all aspects of banking to the customer, RBS want to simplify the mortgage application process from illustration to keys in hand.
The Sopra Banking Software division have been working with banks such as RBS for many years, providing internal business processing solutions that manage billions of pounds every year. More recently they have been consulting with the bank to create customer services that not only serve to make life easier for their customers, but that streamline the manual labour required for every single transaction. The mortgage application is one of the most indepth and legthy transactions you will have
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with a bank. Be that what it is, their is still huge time and energy savings can be made with smart digital thinking, and that’s where the UX team has come. Consulting the customer, the branch staff, the brokers and back room staff, we have uncovered pain points and used innovation to bring savings of up 20hours per application for the bank. Not to mention saving time on calls and trips to the branch to submit paperwork and signatures. The process can now be started and finished online, house paid for, keys in hand.
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Persona’s
User emotion tracking 28
Vision Service Journey
UI Development
Innovation concepts
Responsive development 29
TALENTED TOGETHER
www.sopra.com
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