7. WS-Trust Virtualization Software + Services Data-aware Enterprise Software Factories Oslo Enterprise Services Bus Claims-Based Identity

9. AdvocayEvangelismCommunication

10. ThinkFamiliarProvenHow?

11. Storytelling

14. How?

16. Personas are fictitious but specific examples of a class of user Collect the information we have about that class of user Focus on the persona’s goals, preferences, abilities, likes, dislikes,... Used to focus and validate design decisions Our brains work better when we think about ‘real’ people

17. Picture of the Catalogue Jane reads her catalogue at home Picture of the browser/stock checker Jane checks availability in store Picture of the order desk Jane places an order with Martin at the desk Picture of Tesco food store Jane goes off to get some other shopping while the order is processed Harry picks the items in the stockroom Picture of the Collection counter Harry puts the items on the collection counter Picture of the Call forward board Jane sees that her order is ready on the call forward board Picture of the collection desk Jane comes to the desk and picks up her order

18. Scenarios show personas in action over time with goals and behaviour Can illustrate key tasks, problems, collaboration,... Specific examples, not abstract, general specifications Simple narrative or storyboard We are more engaged by stories with familiar characters and situations

19. Don’t talk generally about ‘users’, ‘customers’ Talk about ‘real’ people and their experience Don’t talk generally about current problems Illustrate a specific case with a story Don’t talk generally about future improvement Illustrate a specific benefit with a story

20. Don’t talk generally about ‘users’, ‘customers’ Talk about ‘real’ people and their experience Don’t talk generally about current problems Illustrate a specific case with a storyboard Don’t talk generally about future improvement Illustrate a specific benefit with a storyboard