Creating Consistent User Experiences Shane Bush Southern Company Michael Poole Kinetic Data

2 2 Agenda  Introduction  The Facebook analogy  Consistency not Chaos  Simple not Complex  CSS  Really CSS  Case Study

3 3 The Facebook Analogy

4 4 Web Design

5 5

6 6

7 7 Consistency Not Chaos

8 8

9 9

10 Consistency Not Chaos

11 Simple Not Complex

12 Clarity

13 CSS Consistent Site Style

14 Really CSS  Corporate CSS  Intra-net CSS  Portal CSS  Request CSS  In-line CSS

15 Usability Checklist  Consistent  Corporate intranet theme  Look & feel  Element placement  Terminology  Messages  Pathway  Predicability  Simplicity  Avoid  Clutter  Repetition  Leverage existing data  Set expectations

16 Case Study: Southern Company IT Implementation  About Southern Company  One of the largest producers of electricity in the United States.  147 on the latest FORTUNE 500 listing of the largest U. S. corporations.  Four retail operating companies: Alabama Power, Georgia Power, Gulf Power, Mississippi Power, serving 120,000 square miles in four states.  About 26,000 employees across the system.

17 Southern Company Kinetic Implementation  Will use Kinetic Request internally as a self-service channel for IT requests, ultimately creating ITSM Incidents or Changes for IT fulfillment.  End-Users of Kinetic are the internal employees.  ~200 Service Items from a previous custom solution ported to Kinetic Request. “I need a … from IT”  The questions we ask don’t change… where and how we display the question does.

18 Guiding Principals in Form Design  Consistent Styling  Common elements to a form appear in the same place on every form.  Interactions and events happen the same way on every form.  Less is more.  Show / Hide is powerful! (but can be too powerful)

19 Guiding Principals (cont.)  Do not confuse your end users with jargon they may not understand, but also do not insult your end-user.  Know the audience for a particular form.  Kinetic serves as the translation layer between what the customer is requesting and the information IT needs to fulfill the request.  Minimize or eliminate back and forth phone calls and s between the customer and IT.

20 Old form interface

21 The same form using Kinetic

22 Usability Checklist  Consistent  Corporate intranet theme  Look & feel  Element placement  Terminology  Messages  Pathway  Predicability  Simplicity  Avoid  Clutter  Repetition  Leverage existing data  Set expectations

23  Demo