Innovative Web Site Experience Ron Kim Accenture Delivery Methods Director, Accenture Netcentric Delivery Centre August, 2002 September 20, 2002 ©Accenture 2001 0 Agenda I. Introductions II. Innovative Web Projects III. Knowledge Capital IV. Contact Info ©Accenture 2001 1 Agenda I. Introductions II. Innovative Web Projects III. Knowledge Capital IV. Contact Info ©Accenture 2001 2 I. Introductions Accenture: Background www.accenture.com ©Accenture 2001 • World’s leading management and technology services organization. • 75,000 employees in 47 countries • Strategy, Consulting, Outsourcing, Alliances • Installed first business computer application in 1954 • Continues technology innovation and leadership today • Most of Fortune 100 are Accenture clients 3 I. Introductions Ron Kim: Background • Associate Partner, Accenture Detroit • Director, Accenture Web/Netcentric Delivery Centre in Southfield • Subject Matter Expert for Accenture’s Next Generation Methods • Specialties include Web/Netcentric technical architecture, large (10030,000 workday) & complex (multi-site, multi-platform) project planning and delivery • University of Michigan Alumni & Ann Arbor Resident! ©Accenture 2001 4 Agenda I. Introductions II. Innovative Web Projects III. Knowledge Capital IV. Contact Info ©Accenture 2001 5 World Rally Championship: “Virtual Race Experience” www.wrc.com ©Accenture 2001 II. Innovative Web Projects • Value Proposition: Give WRC fans an unequalled virtual WRC experience, comparable to if they were at the race event • Innovative digital content management architecture: Race information lagged actual results by only seconds, information from cars transmitted realtime to fans. • Rapid Development completed in 10 weeks • Retention of visitors: 1.5 million hits averaged 20 minutes per visit. 6 Sony Playstation: New Distribution Channel- Multi-Country / Multi-Currency II. Innovative Web Projects • Value Proposition: Build from scratch direct channel to sell Playstation hardware, software and ‘pull throughs’ • Complex globalization requirements: Europe alone has different requirements, attitudes, toward online purchases. • Extreme Security Requirements: 3rd party security firms and UK Ministry of Defense were partners in testing efforts. www.playstation.com ©Accenture 2001 7 My Account @ Dow: Heavy Transactional Throughput II. Innovative Web Projects • Value Proposition: Provide single point of entry for customers, provide revenue vehicle for Dow • Industrial Strength architecture: This is Dow’s flagship site, processing over $800 Million in revenue per year • Innovative High Availability Support team structure: “Follow the sun” support split between U.S. and Manila, Philippines www.myaccount@dow.com ©Accenture 2001 8 I. Introductions II. Innovative Web Projects III. Knowledge Capital IV. Contact Info ©Accenture 2001 9 Establish Measurable Site Objectives / Usability Metrics III. Knowledge Capital One can increase the predictability of the site’s success if usability objectives & metrics are embraced, established and tracked. • Enables quantifiable measuring of site’s success Number of hits is not a consistent measure of success! • Ensures everyone on design team has same goals Keeps team focused on a common set of objectives, helps reduce subjective or emotional conflicts of site design • Facilitates scope management / avoids ‘scope creep’ Forces the question: If we’re adding features to the site that aren’t helping reach the objectives, we either have to not do it or re-evaluate our objectives. SOURCE: Accenture Business Integration Methodology / Netcentric Design Task Packages ©Accenture 2001 10 Perform Usability Testing III. Knowledge Capital You and your friends are not necessarily indicative of the rest of Web users at large. Conduct usability testing to truly understand how people ‘feel’ about visiting your site. • Define Test Scenarios and Observe Send a number of testers through user-specific test scenarios – e.g. ‘ Go to Amazon.Com and purchase the top 3 books off the best-seller list” • Conduct interview / post-use questionnaire “How did you feel about the site?” “What did you like?” “What parts were confusing?” • Understand gaps between tester responses and observations/data All data must triangulate. If not, then it’s possible people were just being ‘polite’ in their feedback! SOURCE: Accenture Business Integration Methodology / Netcentric Design Task ©Accenture 2001Packages 11 Designing for a Global Audience III. Knowledge Capital If your audience is global, get smart on G11N, I18N, L10N. It’s not a matter of just making your site better, it’s a matter of making sure you protect your brand. • Technical Details - Separate language components from application code so you can have one core set of site code. - Multi-byte Design • More than just translation - Colors (e.g. Red in Asian Countries) - Word Order (“green car” vs. “car green”) - Cultural icons/symbols (a football quarterback may mean nothing abroad) - Symbols (don’t give the world the ‘middle finger’) ©Accenture 2001 12 I. Introductions II. Innovative Web Projects III. Knowledge Capital IV. Contact Info ©Accenture 2001 13 IV. Contact Info ronald.y.kim@accenture.com www.accenture.com ©Accenture 2001 14 ©Accenture 2001 15