© 2014 Fair Isaac Corporation. Confidential. This presentation is provided for the recipient only and cannot be reproduced or shared without Fair Isaac Corporation’s express consent. The User Experience Clare Torrans Lead User Experience Designer, Debt Management Doug Thompson Principal Consultant Jewel-Vu Sheridan Director, Product Management

Agenda © 2014 Fair Isaac Corporation. Confidential. 2 ► What is “User Experience”? ► What do *You* Want to See? ► What We’re Working on Now ► Next Steps

© 2014 Fair Isaac Corporation. Confidential. 3 What’s “User Experience,” Anyway?

4 © 2014 Fair Isaac Corporation. Confidential. Not This… Copyright © 2002 United Feature Syndicate, Inc.

© 2014 Fair Isaac Corporation. Confidential. 5 User Experience Definition For Applications visual appearance, interactive behavior, and assistive capabilities “The user experience for applications encompasses the visual appearance, interactive behavior, and assistive capabilities of software...” Apple visual appearance, interactive behavior, and assistive capabilities “The user experience for applications encompasses the visual appearance, interactive behavior, and assistive capabilities of software...” Apple

6 © 2014 Fair Isaac Corporation. Confidential. Bad Design…

7 © 2014 Fair Isaac Corporation. Confidential. Better Design

8 © 2014 Fair Isaac Corporation. Confidential. Focus on the User ► What do different users need? Source:

9 © 2014 Fair Isaac Corporation. Confidential. A Lot Goes Into What You See Source: Blog: Between the Lines:

© 2014 Fair Isaac Corporation. Confidential. 10 User Experience at FICO How We Work

© 2014 Fair Isaac Corporation. Confidential Step Approach to User Experience Research Design Evaluation

12 © 2014 Fair Isaac Corporation. Confidential. User Experience Research Methods Research Ethnography/C ontextual Inquiry Competitive Analysis Task/Workflow Analysis Surveys

13 © 2014 Fair Isaac Corporation. Confidential. Personas GOALS (related to tasks performed) TRIGGERS FOR ACTION PAIN POINTS (frustrations & questions) KEY CHARACTERISTICS (core values & aptitudes) NAME Syd (System Administrator) AGE 34 POSITION System Administrator for creditor or vendor COMPUTER USAGE 8 hours a day GEAR Typically Windows 7 with 1–2 monitor displays HOW USER WORKS I need clear communication from creditors to fully understand the needs of the organization in order to promptly and properly configure the collections system.

14 © 2014 Fair Isaac Corporation. Confidential. Contextual Inquiry Gathering field data from the source Source:

15 © 2014 Fair Isaac Corporation. Confidential. Client Visit Evaluating both the current app and/or a new design Sources:

16 © 2014 Fair Isaac Corporation. Confidential. Client Visit: Report

17 © 2014 Fair Isaac Corporation. Confidential. Design Deliverables: Process Workflows, Task Analyses

18 © 2014 Fair Isaac Corporation. Confidential. Design Deliverables: Wireframes, Prototypes

19 © 2014 Fair Isaac Corporation. Confidential. What Is Usability Testing? Trying out discrete tasks on a new design

© 2014 Fair Isaac Corporation. Confidential. 20 What do *You* Want to See? User Experience Pain Points

21 © 2014 Fair Isaac Corporation. Confidential. EXERCISE: What Would You Improve?

© 2014 Fair Isaac Corporation. Confidential. 22 What We’re Working On Our Approach for a Browser-based DM9

23 © 2014 Fair Isaac Corporation. Confidential. FICO ® Debt Manager™ solution 9.6 Draft Designs ► Browser-based Debt Manager ► Advanced Agency Management

24 © 2014 Fair Isaac Corporation. Confidential. 9.7 Concept Designs ► Browser-based Agent Desktop ► Consumer-based view and account-based view

© 2014 Fair Isaac Corporation. Confidential. 25 Next Steps

26 © 2014 Fair Isaac Corporation. Confidential. We Need You! Observing you at work Individual and group interviews Surveys

© 2014 Fair Isaac Corporation. Confidential. 27 Questions and Answers

© 2014 Fair Isaac Corporation. Confidential. This presentation is provided for the recipient only and cannot be reproduced or shared without Fair Isaac Corporation’s express consent. Thank You Clare Torrans

© 2014 Fair Isaac Corporation. Confidential. 29 Appendix

30 © 2014 Fair Isaac Corporation. Confidential. User Experience & User Interface UX UI Source: Nicolas DEMANGE, UX is not UI, Thomson-Reuters Financial Services, November, 23rd 2011 need this slide?

31 © 2014 Fair Isaac Corporation. Confidential. Agile Product Owner, UX, and Dev Roles

32 © 2014 Fair Isaac Corporation. Confidential. Agile Product Owner, UX, and Dev Competencies

33 © 2014 Fair Isaac Corporation. Confidential. Define, Design, Build, and Test put in Eval Section