Our client was in the process of rationalising and upgrading it's end-user workplace computing. In order to effectively define business requirements, it required a definition of the user experience. The user experience, defined for key functions, would provide the context for the business requirements so that there would be clarity and focus in solving the right problems and delivery of the new computing capability.

The first stage of this project involved the establishment of user classes - a set of 5-7 user types or persona. These were evolved into key functions such as:

• The Administrator's Experience - Hardware Upgrade or Software Change, Manage (the Asset)
• Request for Help Experience - Contacting Support, Self Diagnosis
• The Filing Experience
• The New Employee Experience
• The Remote Access Experience
• The Input/Output (Scanning, Printing) Experience

For each of the key functions above, the desired experience was defined. The definition of the experience (Feeling & Function) was anchored on the process e.g. for the New Employee Experience, the process was New Employee Approved, Provisioning and First Day.

• Process
• Feeling
• Function
• Key Metrics
• People and Communications