1. ASCENTIUM 225 108th Ave NE, Ste 225 Bellevue, WA 98004 t 425.519.7700 f 425.519.7758 ascentium.com PREPARED FOR Ascentium Confidential | 3 June 2015 | Page 1 Ascentium Program Management Team User Experience at Ascentium

2. ascentium.com Ascentium Confidential | 3 June 2015 | Page 2 What is the “user experience”? Users: the people who actually use the tools & information systems we design, build, and maintain Experience: the interactions between user and the systems Interaction UserSystem Experience Mental models Labels & indicators Controls Actions & feedback Gulf of Evaluation Gulf of Execution

3. ascentium.com Ascentium Confidential | 3 June 2015 | Page 3 What is User-Centered Design? User Experience Design: designing the interactions between the user and the systems to satisfy user and business objectives. User Centered Design: do this from a user-centric perspective.  Understand the user  Iterate on the design to refine the experience – minimize the gulfs  Measure the experience empirically

4. ascentium.com Ascentium Confidential | 3 June 2015 | Page 4 Why User-Centered Design is good for clients Deepen knowledge  Of the users  Of their own business Increase efficiency and effectiveness  Prioritize user and business objectives  Optimize user tasks & interactions  Support crucial work processes Increase end user satisfaction  Product is pleasant to use  Increased technology adoption  Increased customer retention

5. ascentium.com Ascentium Confidential | 3 June 2015 | Page 5 High-level business problems that IMD solves Brand equity & awareness Brand strategy Driving demand through online channel Building online customer loyalty Driving product awareness & usage Improving customer online experience

6. ascentium.com Ascentium Confidential | 3 June 2015 | Page 6 Brand Strategy / Brand Equity & Awareness User Research  Compliment Market Research to create and refine audience segmentation and persona development  Understand user perceptions and behaviors Competitive and Comparative Research  Assess the features and usability of competitors  Identify gaps and differentiation opportunities Content Strategy  Content management and organization structures for supporting communication planning and execution

7. ascentium.com Ascentium Confidential | 3 June 2015 | Page 7 Driving demand through online channel User Research  Understand user behavior and context Interaction Design  Creating the landing locations and views  Designing the navigation and user experience to enable the behaviors that fulfill the demand Usability  Evaluate effectiveness and ease of use of the demand fulfillment site  Investigate the “Why” of behaviors identified in analytics

8. ascentium.com Ascentium Confidential | 3 June 2015 | Page 8 Building online customer loyalty User Research & Personas  Understand user behavior and motivations  Insight for prioritizing audience segments and online features Interaction Design  Designing effective and engaging user experience to drive customer satisfaction  Providing the right information to the user at the right time  Giving the customer a sense of control and predictability Usability  Assessing effectiveness of user experience  Measuring customer satisfaction

9. ascentium.com Ascentium Confidential | 3 June 2015 | Page 9 Driving product awareness & usage User Research  Compliment Market Research to create and refine audience segmentation and persona development  Understand user perceptions and behaviors Competitive and Comparative Research Interaction Design  Product access and navigation to/through product  Product design and interaction effectiveness Usability  Assessing product ease of use and effectiveness

10. ascentium.com Ascentium Confidential | 3 June 2015 | Page 10 Improving customer online experience

11. ascentium.com Ascentium Confidential | 3 June 2015 | Page 11 High-level business problems that ESD solves Enterprise Content Management  Intranet/Extranet Portals and Collaboration  Internet/Public CMS-driven sites Enterprise Application Development CRM Customization and Deployment Business Strategy and Analysis Business Intelligence and Reporting

12. ascentium.com Ascentium Confidential | 3 June 2015 | Page 12 Enterprise Content Management User Research & Personas  Understand user perceptions, behaviors, motivations, and context  Insight for prioritizing audience segments and online features Content Strategy  Content management and organization structures for supporting communication planning and execution  Information management strategies and execution: intrinsic, descriptive, and administrative schemas Interaction Design  Designing the navigation, view, and information creation/management  Providing the right information to the user at the right time  Business application access and integration Usability  Assessing ease of use and effectiveness of user experience  Task success and efficiency  Measuring KPI-driving behaviors and user satisfaction

13. ascentium.com Ascentium Confidential | 3 June 2015 | Page 13 Enterprise Application Development User Research & Personas  Understand user perceptions, behaviors, motivations, and context  Insight for prioritizing audience segments and application features Competitive and Comparative Research  Assess the features and usability of competitors and existing applications  Identify gaps and differentiation opportunities Interaction Design  Designing the views, controls, and processes that enable the task completion  Designing effective and engaging user experience  Giving the user a sense of control and predictability Usability  Assessing ease of use and effectiveness of user experience  Conceptual and interaction model validation  Task success and efficiency  Measuring user satisfaction

14. ascentium.com Ascentium Confidential | 3 June 2015 | Page 14 CRM Customization and Deployment User Research & Personas  Understand user needs, motivations, processes, and context  Insight for prioritizing audience segments and online features Content Strategy  Information management strategies and execution: intrinsic, descriptive, and administrative schemas  Define information structure and relationships Interaction Design  Creating views and related actions  Designing effective and engaging user experience to drive customer satisfaction  Providing the right information to the user at the right time Usability  Assessing ease of use and effectiveness of user experience

15. ascentium.com Ascentium Confidential | 3 June 2015 | Page 15 Business Strategy and Analysis User Research & Personas  Understand the internal and external actors  Understand user perceptions, behaviors, processes, motivations, and context Competitive and Comparative Research  Assess the features and usability of competitors  Identify gaps and differentiation opportunities Usability  Evaluate effectiveness and ease of use of existing systems and applications  Investigate the “Why” of behaviors identified in analytics or metrics

16. ascentium.com Ascentium Confidential | 3 June 2015 | Page 16 Business Intelligence and Reporting User Research & Personas  Understand user information needs and priorities  Insight for prioritizing audience segments and online features Content Strategy  Information management and organization strategies Interaction Design  Creating the views and information exploration controls  Designing the navigation and user experience to enable the analysis  Providing the right information to the user at the right time Usability  Assessing ease of use and comprehensibility of information displays and exploration  Measuring customer satisfaction

17. ascentium.com Ascentium Confidential | 3 June 2015 | Page 17 High-level business problems that ECMD solves Large-scale Web Property Management  Strategy  Configuration and Content Development  Deployment and Maintenance Content Management Systems Site Support

18. ascentium.com Ascentium Confidential | 3 June 2015 | Page 18 How it’s done User Research  Collect input from users  Discover & document workflow & user tasks Information Architecture/Taxonomy  Analyze content & map knowledge domain to workflow & tasks  Generate navigational, search, and classification taxonomies Interaction Design  Design UI components  Optimize sequence of user actions to support goals & tasks Usability  Evaluate existing UIs with users  Test cognitive models & concepts  Validate prototypes with users

19. ascentium.com Ascentium Confidential | 3 June 2015 | Page 19 What we produce User Research  User Research reports  User personas & scenarios  Workflow diagrams IA/Taxonomy  Site maps  Navigational & search taxonomies  Thesaurus/classification systems  Controlled vocabularies  Content strategies Interaction Design  User flow diagrams  Wireframe diagrams  Storyboards Usability  Usability evaluation reports  Heuristic scorecards  Paper & functional prototypes

20. ascentium.com Ascentium Confidential | 3 June 2015 | Page 20 What does your project need? Target kinds of work we do to provide value to your project UX process & deliverables can be scaled to match size & scope of project  Tiny: 1-page layout, 3-screen flash demo  Projects: Windows Live Mail Beta Demo  UX: Information Design  Small: Site design refresh, restructuring site map, 4-screen web app  Projects: InfoWeb CustomerWeb Site, Windows Live Shopping Gadgets  UX: Navigation Taxonomy, Heuristic Evaluation, Wireframes  Medium: Full site redesign, intranet  Projects: Telect, KCLS  UX: User Research, Content Analysis, Taxonomy, Site Map, Content Strategy, Wireframes  Big: Desktop application, content management system  Projects: PENS, CSTAR, Avista  UX: User Research, Task Analysis, Content Analysis, Card Sorting, User Flow Diagrams, Paper Prototyping, Wireframes

21. ascentium.com Ascentium Confidential | 3 June 2015 | Page 21 ROI of UCD and User Experience Design ROI Measures  Increased user productivity  Decreased user errors and error recovery time  Decreased training and learning costs  Development savings by making design decisions early in the process  Decreased user support costs  Increase traffic and demand/appeal  Increased sales and conversion  Increased customer and user satisfaction  Increase customer/user trust  Increase in organization perception and brand value  Decrease cost of change (processes, practices, tasks)  Increase compliance (auditing, accessibility, etc.)  Prioritization of tasks/features (maximize investment)  Decreased growth/evolution costs Details and estimated measures to come…

22. ascentium.com Ascentium Confidential | 3 June 2015 | Page 22 Who (and where) we are IMD (Civica South 2)  Michael Hinnant  Kevin Wick  Aaron Louie  Allan Kempson  Erin Hawk  Lauren Manes  Marianne Sweeny  Matt Turpin  Roseann Ferrara  Ryan Lane ESD (Civica North 2)  Ken Ohnemus  Becca Galfer ECMD (Bellevue Place)  Beverly Slabosky  Branka Kosovac  Diana Streat  Diane Longmore  Garth Highsmith  Kim Prater  Layne Foit  Mike Doane  Nicole Stanley  Susan Presley  Tyler Roehmholdt Spokane  Phil Lanier

23. ascentium.com Ascentium Confidential | 3 June 2015 | Page 23 Who to contact Leadership  Michael Hinnant  Kevin Wick Resourcing  Carlyn van Engelen, IMD Group Operations Manager  Nancy Silver, IA/Taxonomy PM

24. ascentium.com Ascentium Confidential | 3 June 2015 | Page 24 Large-Scale Web Property Management User Research & Personas  Compliment Market Research to create and refine audience segmentation and persona development  Understand user perceptions, behaviors, motivations, and context  Insight for prioritizing audience segments and online features Competitive and Comparative Research  Assess the features and usability of competitors  Identify gaps and differentiation opportunities Content Strategy  Content management and organization structures for supporting communication planning and execution  Information management strategies and execution: intrinsic, descriptive, and administrative schemas Interaction Design  Creating the landing locations and views  Designing the navigation and user experience to enable the behaviors that fulfill the demand  Designing effective and engaging user experience to drive customer satisfaction  Providing the right information to the user at the right time  Giving the customer a sense of control and predictability  Product design and interaction effectiveness Usability  Evaluate effectiveness and ease of use of the demand fulfillment site  Investigate the “Why” of behaviors identified in analytics  Assessing ease of use and effectiveness of user experience  Measuring customer satisfaction