What I Pad For The Enterprise Really Looks Like Vf

MISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group Disclosure range: MISI employees for business purposes

2011 NWCT Annual Conference

What iPad for the Enterprise Really Looks Like – A Case Study

Jerilyn MacLaren-Hall, XD Strategist and Account Director

March 2011


Contents

  Project Overview

  Key Findings

  Audience Analysis & Personas

  What To Standardize

  Conclusions

3 MISI Company, Ltd. | Classification: Confidential | Information owner: MISI XD Group | Disclosure range: MISI employees for business purposes

Executive Summary :: Client and Project Overview

  This global financial services company wanted to better understand how iPad within the enterprise can enable improved efficiency and productivity in strategic and day-to-day tasks.

  Identify the appropriate prioritization of solutions to aid employees using iPads for their work-related activities, covering such topics as:

  Access   Security   Training and Support   End-to-End Experience

  Determine what the “right” role is for the iPad within the professional’s already robust suite of personal devices and work-related tools.


Executive Summary :: Project Methodology

Conducted journal and one-on-one contextual interviews with employees (primarily focused on executives) working in the China, Canada, Denmark, US, UK, and South African Member Firms.

Answer broader questions about the value of the iPad within the Enterprise:

  Current business-related iPad behaviors and uses

  Desired future business-related iPad behaviors and uses

  Necessary level of access to internal portals, applications, and other online tools

  Assets needed to ensure successful integration of iPad into overall employee architecture

Expected Business Value

User Experience

Context of Use

Audience


Contents


  Key Findings



  Conclusions


Key Finding :: iPad Is Not a Replacement Device

Although the iPad cannot serve as a “replacement device” for employees, it is proving to be an integral component of the productivity device suite for many.

SMARTPHONE •  Easy and quick

email •  Extremely portable

LAPTOP •  Full functionality

•  Full network access •  Portable (but not convenient)

DESKTOP •  Lots of processing power

Unique aspects of current employee devices

Primary iPad Benefits

  “Instant-On” Capability   Portability and Convenience   Extended “PDA” Functionality   Ease of Use for Basic Work Tasks (e.g. Email

Responses, Detailed Reading Activities)   Extended Battery Life   Supports Work / Life Balance Goals


Key Finding :: iPad Is a Personal Preference

Because the iPad is very much seen as a “personal” device, in most cases it should not be issued as part of a formalized program, but rather, supported by the enterprise for those employees who wish to purchase one and use it to help complete those tasks they feel most comfortable completing on an iPad.

Access historical, collaborative & thought leadership documents

Manage e-mail & calendars

Understand advanced business tools on iPad &

their relevance

Securely handle work related documents & information

Review & approve reports and other work related

documents

Quickly & easily find iPad business apps


Key Finding :: Enterprise Provided iPads Means Employee Expectations

Enabling the use of iPads (instead of distributing them) will help manage employee expectations around the overall experience of using an iPad at work.


Key Finding :: Expectations Grow with Your Global Footprint

These differing expectations really come into play when considering roll-out and support globally, since connectivity and basic device design create different needs in different countries.

USA: Many WiFi spots are available so 3G isn’t as necessary.

South Africa:

  BB network is not supported so iPhone & iPad availability is extremely helpful.

  WiFi is hard to find so 3G is crucial to the iPad’s value.

China: it is easier to type in Chinese on

the iPad because the

language recognition is

excellent.

Denmark: iPad’s recognition of Danish

is poor so email writing is harder.

Hong Kong: Many WiFi spots are

available so 3G isn’t as necessary.


Key Findings :: iPad = Bigger Mobile Device

Lastly, while the iPad and similar devices show promise of some day becoming their own category of productivity devices, their purpose and function are still too similar to other mobile devices to warrant unique treatment.

Primary iPad & Similar Device Draw-Backs

  Lack of a new or unique capability that is distinct from what can already be done on other devices

  Highly “personal” in how they are used

  Higher error risk for data entry   Limited feature/function agility (e.g. poor content

creation experience)   Outputs of devices are not yet fully compatible

with other primary devices (ex. laptop, desktop)

iPad

iPhone

Droid

Blackberry


Contents


  Key Findings



  Conclusions


Audience Analysis & Personas :: A Quick Word on Personas

What are Personas? Distilled, characterized profiles of representative audience members based on data collected via primary research methods with real members of your audience. Used to guide the design of products, channels, and messaging.

Benefits include:   Create a shared understanding of real people who will use the device or

interface.

  Focus decisions and solution on user needs and data - less on assumptions.

  Eliminate tasks that don’t directly help users to accomplish their goals.

  Help satisfy the needs of many users who have goals similar to those of the persona.


Audience Analysis & Personas :: Persona Development Overview

  The goal of persona development for the enterprise is to answer:   Who are our employees?   What are they trying to accomplish?   How are they trying to accomplish it?

  Answering these questions will allow the enterprise to:   Define the current and ideal configuration of devices for employees   Determine iPad support needs and priorities   Create appropriate standards and assets employees with iPads

  By understanding employees as more than just a business unit and geographical alignment, IT can better understand opportunities for consolidation based on commonalities such as:   Devices Used   Communication Channels   Work Environment Context (remote vs. stationary)   Typical Work Activities   Views of New Technology


Audience Analysis & Personas :: It’s more than high-level task analysis

In addition to understanding high-level job tasks, it is important to have a strong view into what a “day-in-the-life” looks like for individual roles (and how it compares to roles across the organization). Context is everything when it comes to the iPad.

Preparing for Day Travelling At Work Travelling At

Home Just Before

Bed


Audience Analysis & Personas :: Its All About “Instant On”

Given the right support model, employees-on-the-go will be more productive on an iPad than on a laptop thanks to improved convenience and performance factors.


Audience Analysis & Personas :: Technology Pre-disposition is a key factor in iPad Adoption

The main personas – Cynthia and Marcel – have many similarities but also some key differences such as work-travel destinations, primary collaboration behaviors and partners, and their views on new technology.

Persona Name Cynthia Marcel

Descriptive Quote “Being on the road and in client meetings frequently, I need to be constantly connected while engaging with clients and portraying a forward-thinking image of Global FS Firm.”

“I am in internal meetings all day trying to make my firm more efficient and effective; I need devices that do the same for me while being convenient and simple.”

Examples of Roles Partner, C-Level, Exec. Dir., Sr. Mgr Partner, C-Level, Exec. Dir., Sr. Mgr

External/Internal Client-Facing Internal

% of Time Spent Travelling

35% International, 30% Domestic 15% International, 50% Domestic

Collaboration Level

High High

Devices Used Laptop, Smartphone, iPad Laptop, Smartphone, iPad

New Device View Early Adopter Technology Resistant

Typical iPad Tasks Note-taking, internet browsing, email, client presentations Note-taking, internet browsing, email


Quick View: C-Level, International Traveler, Client-Facing, Highly Collaborative, Content Consumer, Early Adopter

“Being on the road and in client meetings frequently, I need to be constantly connected while engaging with clients and portraying a forward-thinking image of Global FS Company.”

Audience Analysis & Personas :: Sample Persona - Meet Cynthia

Day in the Life:   Description: Cynthia is in an Executive-level role at Global FS Company. She can

most often be found in meeting rooms or on conference calls. Cynthia rarely gets time during her day to just sit and read emails or reports – although she has to read many of them. Her days are hectic so she uses her time at home at night to catch up on email and reviewing documents.

  Primary Responsibilities:  Attending internal meetings  Reviewing and approving documents/reports from her practice’s primary

application (ex. Orion)  Visiting large clients for meetings and account development

  Primary Work Locations: Travelling, Office, Home

  % of Average Day Spent on Different Tasks:   80% meetings   10% email   10% reviewing and approving documents/reports

  % of Average Month Spent Travelling:   35% International Travel   30% Domestic Travel   35% Local

  Types of Roles Cynthia Might Be In:   Partner   C-Level   Executive Director   Senior Manager


Quick View: C-Level, International Traveler, Client-Facing, Highly Collaborative, Content Consumer, Early Adopter

“Being on the road and in client meetings frequently, I need to be constantly connected while engaging with clients and portraying a forward-thinking image of Global FS Company.”

Audience Analysis & Personas :: Sample Persona - Meet Cynthia

Technology Usage and Views: Level of Technology Experience: Tech Savvy New Device View: Early Adopter Devices Used: Laptop, Smartphone (Supported), iPad (not Supported)

Use of Laptop: Cynthia tries to use her laptop as little as possible. It is mainly reserved for downloading/uploading reports from Orion, accessing documents from repositories, writing lengthy emails, and heavy document editing.

Use of Smartphone: Her iPhone is her quick, easy connection to the world. Cynthia has it with her all the time; she checks her email on it while in meetings, walking from one place to another, or when she’s not at work.

Use of iPad: Since Cynthia has bought her iPad, she has been using her laptop less and less. She uses her iPad for notes in all of her meetings. She emails herself Global FS Company documents so that she can review them on-the-go. She loves the larger screen compared to her iPhone. She really wants her Global FS Company email on her iPad since it is easier for her to respond and tackle multiple emails at once while on the road. Cynthia knows that using her iPad in client meetings puts forth a forward-thinking impression of Global FS Company.

Typical iPad Tasks: Note-taking, internet browsing, personal email, reviewing and annotating docs Desired iPad Support: Data Security, Email, Calendar, Outlook Tasks, Content repository access, Access to review/approve reports on Orion Preferred iPad Business Apps: iAnnotate, BBC News, Pages, Numbers, Keynote, Evernote Likes: Portability, Ease of Use, Instant-On, Long Battery Life, Conversation-Starter, No Barrier in Meetings Dislikes: Small Keyboard, No Track Changes on Pages


Contents


  Key Findings



  Conclusions


What to Standardize :: Chapter 1 – Know the Context of Use

  A Touch-Based Tablet Is Not a Mini Laptop   Unique Interaction Models – Traditional and Touch Interface Differences   Scenarios of Use Include Environment   Old Portals and Applications – New Value Propositions   The Personal Preference Factor

  Audience Analysis – Who Is Your User…???   Classification Systems – Going Beyond Titles and Bus   The Work/Life Balance Line… Even more blurry   Accessibility – Literally and Figuratively

  Task to Device Mapping and Creating Solution-Oriented iPad Products   This Can Not Be About the Me-Too Factor   Downloading and Reading Workflows   Content Approval Workflows   Reviewing and Annotating Content Workflows   Reviewing and Editing Content Workflows   Content Creation and Collaboration Workflows


What to Standardize :: Chapter 2 – The Top 10 Project Team Questions

1.  What type of application are you looking to build / support on the iPad?

2.  Who currently uses this application in its traditional form?

3.  What particular tasks from the application are you trying to support?

4.  If this is a new application, what particular need is the application attempting to fill?

5.  What user groups will be accessing this application from their iPad?

6.  Under what circumstances will users access this iPad application?

7.  Will different user groups have very similar or greatly differing needs for the iPad application?

8.  What features do users need access to, based on the circumstances in which they will be using the application?

9.  Where will users be accessing this application and will they have network access?

10. Will users be able to successfully use your application on the iPad without any peripherals or accessories?


What to Standardize :: Chapter 3 – Guidelines and Best Practices

  Critical iPad Considerations   Security   Touch-Interaction Limitations   User Perceptions

  iPad Functionality – Keeping in Mind What This Device Was Designed To Do

  Application Typing and Support   iOS Applications vs Web Applications   Native Applications, Commercial Applications, Enterprise Specific (Custom) Applications

  Portals   Content Repositories   General Applications   Collaboration Tools   Internal / External-Facing Applications   Business Productivity / Efficiency Tools

  iPad Layout Considerations   iOS UI Element Usage Guidelines   General Usability – Following a Check List


Contents


  Key Findings



  Conclusions


Conclusions :: Supporting the iPad is as much about the Process as it is the Technology

Enterprises should encourage new device adoption and harness the productivity power of the iPad for those individuals who choose to purchase them.   Although it is not cost-effective to roll out iPads on a grand scale, their productivity

power can greatly increase the efficiency, availability, and responsiveness of employees in a variety of positions.

  By officially supporting the iPad in a structured and standardized manner, the device’s innate values – instant-on, portability, and intuitiveness – could be exponentially increased in the workplace.

At the same point, Enterprises need to provide their employees guidance on how to use their iPads appropriately for work-related tasks.   Employees are already using the iPad; it is important to get ahead of bad behaviors

and define appropriate ways to use / not use the iPad (but always with a sense of evolution and growth in mind).

  By ignoring the appeal and penetration of the iPad, the potential for security breaches, data loss, inconsistent templates/approaches, and lowered efficiency increase.

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Conclusions :: Because context is king, understanding nuances = success

There is no one-size-fits-all answer for how iPads (and other similar devices) should be rolled out, supported, and ultimately – governed within the enterprise.

Language differences can result in…   Different accessories necessary   Different styles of data entry and interactions for enterprise specific apps supporting

business tasks

Practice differences could result in…   Different tasks and applications that should be translated to the iPad   Different levels of security needed

Geographic differences could result in…   Different types of data plans necessary based on availability of networks   Different work styles and schedules resulting in varying needs from their mobile

devices

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Conclusions :: Other Roles to Consider within the Enterprise…

Additionally, the potential for the iPad to increase efficiency and productivity for associates, EAs, and Admin. The iPad Is Not a “level-selective” tool.

The role of an associate can vary greatly and therefore needs deep exploration to understand…

  Is there value in junior staff using given their role?   What types of staff members will find the most use in iPads?   What types of tasks do they need/want to accomplish on an iPad and how can the

Enterprise support that?

Our research hinted at the usefulness of iPads for EAs/Admin Assistants, but there is still great unknown potential in this user group…   How does the iPad not only help one person, but also facilitate that person to help

other people every day?   How does the iPad fit into the web of devices and communications for TWO people?   What would be the constraints of the iPad for someone who is relied on so heavily to

be constantly accurate, available, and connected in regards to people, data, and systems.

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Thank You!

  Interested in learning more about our work with iPads?

  Please feel free to reach out to me @ [email protected]

  Connect to me on Linked In: Jerilyn MacLaren-Hall

  Follow me on Twitter: jmmaclarenhall and MISICompany

Documents

What I Pad For The Enterprise Really Looks Like Vf