%0 Conference Proceedings
%T Enterprise Software Experience Design: Journey and Lessons
%+ CISCO Systems, Inc
%A Sekar, Bhuvana
%Z Part 5: Case Studies
%< avec comité de lecture
%( Lecture Notes in Computer Science
%B 16th IFIP Conference on Human-Computer Interaction (INTERACT)
%C Bombay, India
%Y Regina Bernhaupt
%Y Girish Dalvi
%Y Anirudha Joshi
%Y Devanuj K. Balkrishan
%Y Jacki O’Neill
%Y Marco Winckler
%I Springer International Publishing
%3 Human-Computer Interaction – INTERACT 2017
%V LNCS-10516
%N Part IV
%P 356-359
%8 2017-09-25
%D 2017
%R 10.1007/978-3-319-68059-0_29
%K Usability and software
%K Enterprise user experience
%K Agile
%K Case study
%K User centered design
%K Enterprise software
%Z Computer Science [cs]Conference papers
%X This paper is a case study of a user experience based project in an enterprise setting at Cisco systems, Bangalore to improve an agent desktop experience through HCD methodologies in an Agile software development setting. The core experience revolved around agents’ interactions with customers to solve their queries and resolve them. The product, already existing in the market was dated and needed a user experience refresh. The product, already existing in the market was facing a crisis because customers were not using them actively. The design team was brought in to help design the upcoming features in a User-centered way. Intensive user-driven research using the principles of systems-oriented and interaction-design were applied and the team identified core personas, made task flows, collected customer feedback, conducted user interviews, customer validations and made design concepts, recommendations and approaches. Pursuing this path, the methodologies led to some changes - design, technical and operational. This case study explores the journey and underlying issues of what challenges were faced and lessons learned by the user experience design team in an enterprise setting.
%G English
%Z TC 13
%2 https://inria.hal.science/hal-01679795/document
%2 https://inria.hal.science/hal-01679795/file/421765_1_En_29_Chapter.pdf
%L hal-01679795
%U https://inria.hal.science/hal-01679795
%~ IFIP-LNCS
%~ IFIP
%~ IFIP-TC13
%~ IFIP-INTERACT
%~ IFIP-LNCS-10516
%~ SITE-WEB-MODELE-1
%~ SITE-WEB-MODELE-2
%~ SITE-WEB-MODELE-3
%~ SITE-WEB-MODELE-4