Planning & designing mobile apps - presented by Paul Evans, WW Lead Application Transformation at HP on February 24, 2014 at the 2014 Mobile World Congress in Barcelona.

1. Planning & designing
mobile apps
Paul Evans, WW Lead Application Transformation
HP
February 24, 2014
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

2. “Applications professionals delivering
customer-facing software, such as
websites or mobile apps, must eat,
sleep, and breathe their firm’s
customer experience strategy”
Application Delivery Professionals Must Implement The Customer Experience Strategy, Forrester Research, Inc., September 2, 2011.
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© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

3. “Building and delivering great mobile
experiences will be the beating heart
of your customers’ engagement
strategy for the next 10 years”
1 “Wanted:
3
Mobile Engagement Providers” – Forrester Research July 2013
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

4. Leaders in CX outperform the market
6-year stock performance
of customer experience
leaders vs. laggards vs.
S&P 500 (2007-2012)
76.9% gap
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Source: Forrester Research

5. We’re on the same journey
2014 customer experience index scores
Source: Forrester 2014 survey results
2013 CXI score
2014 CXI score
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6. The organizations challenge
Current state of customer experience
73%
15%
12%
We offer an acceptable customer
experience today; there is no need for
improvement
We need to improve the customer
experience and it's a priority for us
We need to improve the customer
experience but it is not a priority for us at
the moment
Conducted on behalf of HP by IDG Research Services
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© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

7. Changing focus and value of the technology stack
Systems of record
UXP
Data
Design focused on
the tasks that
customers are
trying to
accomplish
Systems of engagement
UXP
Software
Data
Hardware/infrastructure
Design
around
assembling
components
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Software
Network
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Infrastructure

8. Mobile and smart drive backend refactoring
High complexity and high innovation rarely co-exist
PC world
Mobile/smart world
Front-end
Back-end
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© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
© 2014 Forrester Research, Inc. Reproduction Prohibited
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9. The HP strategy
A new style of user
experience…
…integrated across
heterogeneous environments
Traditional
BPEL
CORBA
WSFL
JAVA
DOM
.NET
Private Public
…coded for multiple devices
…with optimal performance
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© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

10. Digital Transformation & The New Style of IT
The New Style of IT is driving Digital Transformation - using new
technologies to generate revenue & profit in new ways:
Digital Transformation enables innovation and generates major
business improvements: enhanced customer experience,
streamlined operations and creates new business models using the
New Style of IT
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© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

11. Forrester’s POV
Mobile initiatives are no longer
simple standalone efforts.
Instead they require a digital
transformation traditionally
associated with large scale
business systems like ERP
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12. And, the customer experience is all about design
Mobile
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Social
Cloud

13. User experience design
“You have to start with the customer
experience and work back to the
technology - not the other way
around.”
- Steve Jobs, Apple
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

14. What is user experience?
The interaction between product & user — not “what it does” or “how it looks”
Enjoyable
Usable
Useful
• A successful UE balances form
and function within the context
of what the user is trying to
accomplish
Is it enjoyable?
Is it easy to use?
Is it easy to understand?
Does it meet user expectations?
Does it add value?
• A superior user experience
provides access to the right
information, when users want it,
and how they want it
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© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

15. HP User Experience Services
Design
Explorations
Designing great mobile user experiences
Wireframes
Experience
Maps
Clickable
Prototypes
Personas
Finished
Apps
Design
Sketches
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© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

16. HP User Experience Attributes
Brand
User Centered design brings value
Budget &
time
Value to Clients
Shortened development timeline and reduced development costs
Lower support and maintenance costs
Improved branding
Industry/
Increase in sales - growth
competitive
Better customer retention
benchmark
Value to Users
Reduction in errors
Improved satisfaction (with the system)
Increased use of the system
Increase in productivity
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Digital
marketing
Channels
x
Technology
& Product
strategy
Market
insight
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
User
insight &
Analytics
data
Business
goals &
Strategy

17. Foundation Paraguay video
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18. HP, Apps, & Digital Transformation
Cool
Sexy (depends on your POV)
Experienced
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19. Thank you
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.