1. NTT DATA
 Interactive Services
Copyright © 2012 NTT DATA, Inc. - Confidential

2. Interactive Services
Empowering organizations and customers
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3. Interactive Services
Innovate Discover
Design Develop Sustain
& Align & Inform
Interactive Site Development,
Application Development,
Mobile Mobile Development,
Mobile Interface design and Personalization
development, designing for mobile Branding
web, outsourced mobile app design & Technology
and development Design
Strategy Content Management
Systems, Ecommerce,
Advertising, Community &
Brand Treatment, Style Systems
Search Social Media
Guides, Interface Design, Integration
Motion Graphics Design,
Content Creation User-Centered
Design
Insight Gathering Personae, Usage
Scenarios, Content Strategy,
Site Search, Search Engine
Taxonomy & Metadata Strategy,
Optimization
Information Architecture, Interaction
Design
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4. Center of Excellence:
Experience Design
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5. Experience Alignment
Innovate Discover
Design Develop Sustain
& Align & Inform
Experience Alignment
•Strategic Experience Alignment (SEA): NTT Data’s trademarked process of
aligning all people and systems to support the experiences your employees and
customers must have in order for your organization to meet its strategic business
objectives.
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6. XD COE: Customer Centricity Across the Enterprise
Ensuring Products & Services Meet Customer Needs / Reflect Behaviors, Preferences, & Context. Leverages:
Customer Segmentation Inform tech & capital investments, innovation, product
development, VOC programs, interaction strategies, channels, and tactics.
Customer Journey Understand, map, track a customer’s journey from primary
interaction with your organization throughout the life cycle of the account.
Field / Sales Rep Journey Identify gaps/areas to improve interactions, opportunities
to drive revenue, increase customer retention, and capture market share.
Survey Analysis & Interpretation Identifies underlying themes influencing custome
survey/report scores and responses
Contextual Inquiry & User Testing Assess not only usability, but viability
of a product/service in typical context of use (ex:iPads for field techs)
CX & UX Standards Development Ensures unified brand & experience
internally and externally, among employees, customers and partners.
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7. Experience Design: Core Competencies
Research & Planning Design & Implementation Testing & Evaluation
• XD Strategic Consulting • Info/Interaction Architecture • Satisfaction Surveys &
• Audience & Contextual • Website & Application Design Analysis
Research • Rich Internet & Mobile Design • Use Case Analysis (Utility)
• Cross Channel Touch Point • Cross Channel Integration • Usability Assessments
Analysis • Employee and/or System • KPI Analytics
• Business Success Metrics Integration
Analysis
• Heuristic Assessments
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8. Experience Design On-Site Assessments
1. Discovery: Insight gathering phase typically involving key stakeholders
from the business, IT, operations to define and assess existing
customer experience strategy, approach, touch points and tactics.
2. Analysis: takes place post-discovery, or as part of an existing project to
understand and assess one or several key areas impacting customer
experience (i.e., social media, online customer service, mobile app
usability).
3. A Day in the Life: Follows, studies, and tracks a customer and/or a
service representative to understand their typical day – often with a
goal of aligning daily behaviors and interaction points with
service/product offerings, or processes.
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9. Mobile Interface Design
Making mobile applications and web sites work well requires good user interface design that takes into
account the device being used, what the application needs to achieve, and the mobile user.
No longer can mobile apps just be an export of the original desktop app because using them on a mobile
device is frustrating and time consuming, ultimately leading to the user abandoning the app altogether.
Wireframes (Low Fidelity) Page Comps (High Fidelity)
Screen sketches, wireframes or conceptual design mock-ups Replicate the finished application as closely as
that depict the layout and behavior of the actual possible, featuring full-fidelity visual design, a wide range of
product, featuring limited or no interactivity. user interactions, and simulated content.
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10. Case Studies
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11. Case Study: Interactive Services
Clear ISP
•Clear (formerly know as Clearwire) is one of the
nation’s largest ISPs. Its customer base is 12 million
and growing, but in order to compete head-to-head
with Verizon’s FiOs’, the leaders of Clearwire formed
their own content play for the web, mobile and IPTV:
Clearmedia.
•Our job was to architect and design the portal and
mobile interfaces for a mid-July 2008 launch. Recently
Clear announced their plans to build out a WIMAX
network with the help form partners like
Sprint, Google, Time Warner and Comcast.
As Clear rolled out WIMAX, they ¤ Brand & Content Strategy
engaged our Interactive Team to
concept and what the ¤ Information Architecture
mobile UI experience could be like for ¤ Interface Design
Clear customers. ¤ Web Development
¤ Content Strategy
¤ Interaction Design
¤ Cross-Platform Interface Design
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12. CX Case Study: Understanding Customer Service Rep /
Client Interactions
– A large pharmaceutical client sought insights to inform
decisions around enhancements and new
technologies to maximize the efficiency of the service
force.
– We conducted interactive research, and created
design concepts to represent the ideal solution.
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13. Case
Studies | Dr. Oz
Dr. Mehmet Oz is one of the leading
surgeons in the world and now one of the
biggest television stars. For the past 5
years, Oz has appeared as a special guest
on the Oprah Winfrey Show and due to
his enormous success has launched his
own show. Harpo Productions and their
partner Sony Pictures Television called
upon The Revere Group to define the
overall Oz digital strategy, plan, design
and build DoctorOz.com.
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14. Case Study: Digital Strategy & Recommendations
Mitsubishi Electric & Automation
User Insights Gathered: What features matter the most?
• Being able to easily find the information and documents they need.
• Having a simple, efficient, and easy to use commerce experience that they can trust.
• Outstanding customer support content that they can find and use.
• Up-to-date information about the status of their orders and repairs.
• Access to customer support personnel, when they believe they really need help.
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15. Case Study: Directors Guild of America
DGA.org Redesign
The DGA sought a partnership with a Key Requirements
firm that could quickly identify and • Integration with back-end financial
build a solution for content database
management (CMS), search and video • Video streaming and hosting
hosting for their new site that would • Video search
enable users to:
Solution
• Access all DGA-related content in • SiteCore: CMS
one place, from anywhere • BrightCove: Video Platform
• report on and access detailed • Coveo: Search
earnings & residuals information
(members)
• Locate resources & talent
(employers)
• Learn about the careers and lives of
directors & film industry
professionals
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16. DGA.org: Before / After
• In 2011, DGA.org was recognized
for its innovative features and
adept execution by winning
Sitecore’s North American Site of
the Year (SOTY) award for Best
Association /Member-based site.
The DGA introduced a solution
that provides more features for
members that were not only
innovative but purposeful.
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17. Copyright © 2012 NTT DATA, Inc. This document contains confidential Company information. Do not disclose it to third parties without permission from the Company.