Online User Experience
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One-day connected forum and workshops
Book before 16 October 2009 to receive your early bird discount
12 - 13 November 2009, Rydges World Square, Sydney
Online User Experience Maximising the importance of online user interaction within your organisation’s business plan
Post-forum workshops: Friday, 13 November 2009
Workshop A: Use it or lose it: accessing your usability arsenal Facilitators: Andrew Stapleton, Research Specialist Workshop B: Start your user-centred (re)design now Facilitator: James Breeze, Chief Experience Officer, Objective Digital
Hear from the following organisations: ING Direct Lotterywest Department of Primary Industries Gain insight into the tools and techniques you need to ensure a first class online user experience
Thinkfeat Studios Pty Ltd
Hear case studies and learn from the experiences of Australia’s industry experts
Asthma Foundation NSW & SA Monash University TAFE NSW Commonwealth Bank of Australia
Supported by:
Hear a Virgin Blue case study from: Martin Woodley and Associates
Produced By:
w w w. ar kgr oupaust ralia.co m .a u
Online User Experience Maximising the importance of online user interaction within your organisation’s business plan Business profitability is increasingly reflected by the effectiveness of an organisation’s external website. Usability, accessibility and design are all key components of a company’s relationship with its external users and potential customers, who have the ability to shop, pose questions and judge organisations in the privacy of their own web browser. The customer is increasingly relying on an organisation’s website as their main point of contact with the business and as a result customer service is no longer the greatest tool for profit and return rates. While the web designer has struggled in the past to communicate the benefits of a user centric approach to concerned stakeholders, companies with websites that stand above the rest understand that audience market research and online company branding can make or break the effectiveness and success of an external website.
Web designers must learn how to demonstrate the prospective commercial benefits to management who are reluctant to embrace online user experience practices. They must increase customer return rates online, and utilise and anticipate future trends in an attempt to ensure that online user experience is a fundamental element to every organisation’s plan for the future. This forum will teach you how to: Communicate your vision to stakeholders Improve internal relations with a user centric intranet Better understand your target audience Implement successful user experience testing Incorporate non-web initiatives into your plan Capitalise on new technologies and anticipate future trends
Post-forum workshops: Friday, 13 November 2009 Workshop A: Use it or lose it: accessing your usability arsenal
Workshop B: Start your user-centred (re)design now
Registration: 9.00 am Workshop starts: 9.30 am Workshop ends: 12.30 pm
Registration: 1.00 pm Workshop starts: 1.30 pm Workshop ends: 4.30 pm
Facilitated by: Andrew Stapleton, Research Specialist
Facilitated by: James Breeze, Chief Experience Officer, Objective Digital
About the workshop: Providing poor user experience can cost you customers, reducing your return on investment. Consequently it’s important that you can identify and fix problems as they arise to ensure your site is performing optimally.
About the workshop: Join this hands on interactive workshop to begin on the path to deploying a user centred (re)design of your web presence. Using real life case studies as examples, James will help you begin or extend your online projects. At the end of the session you will have some ‘real’ deliverables to take back to the office and share with your colleagues.
The key take-aways from this workshop are: • How to identify common usability problems • How to conduct appropriate research to analyse those problems • How to implement changes to resolve problems and improve website performance About your workshop leader: Dr Andrew Stapleton has wide-ranging usability research experience both within industry and academia. He has extensive experience in the video game, electronic entertainment, and broadcast television industries within Australia and the USA, and maintains a passion for the use of games and simulations for a variety of applications. He has presented his work at industry and academic conferences across the globe and has published in national and international journals. You can follow his blog http://www,andrewstapleton.com and you can join him on Twitter @andrewstapleton http://twitter.com/andrewstapleton
You will start preparing: A web strategy that is aligned with your business strategy A plan for integrating your website offering with social media platforms A research process for user needs that leverages offline techniques, online tools and social networks User requirements documentation template An information architecture template A wire frame template
Bring your laptops! You will learn how to use some of Objective Digital’s user centred design guidelines and then start filling out real document templates. About your workshop leader: James is an organisational psychologist and user experience evangelist who constantly seeks out better ways of doing things. He has 10 years experience across a myriad of user-centred design, social networking, web and intranet projects. James has worked with all levels of government in Australia, and with small to medium enterprises and the largest corporates. His company, Objective Digital focuses on delivering cost effective and timely consulting products. Most recently, James and his team partnered with Local-e on the user-centred redesign of their website templates and content management system. James is an honorary associate, masters supervisor and guest lecturer at Macquarie University and the University of UNSW. You can follow him on UsableWorld blog http://usableworld.com.au or on Twitter @jamesbreeze http://twitter.com/jamesbreeze
Who should attend?
Web Developers Intranet Managers Internet Managers IT Managers Portal Managers Information Architects Information Systems Managers
Web Managers, Architects and Designers User Experience Architects and Managers Web Usability Managers Online Communication Managers Managers of Online Services
�
eBusiness Managers User Centred Designers User Interface Managers Content Managers Marketing Managers Brand Managers
Connected forum: Thursday, 12 November 2009
8.45 Registration and refreshments
Integrating innovative techniques into your plan
9.15 Chairperson’s opening remarks
Melis Senova, Director, Thinkfeat Studios Pty Ltd Prioritising the online user experience 9.30 Putting the user in the picture Speaking up: getting the user’s experience on the agenda Presenting evidence: demonstrating why the user’s experience is important Future-proofing: how the user-centred approach can help you save Jacqui Thorburn, Web Services Manager, TAFE NSW 10.10 Maintaining and maximising your focus: a Virgin Blue case study Getting to know your audience Identifying user objectives and concerns Meeting user expectations Jane Woodley, Consultant, Martin Woodley and Associates
2.40 Learning from first hand experience: a NetBank case study Enhancements to NetBank to allow single sign-on across all Commonwealth Bank sites Utilising single portfolio view for customers Integrated sales from within the logged-on NetBank channel Marla Mitelman,Employing User Experience Specialist, Commonwealth Bank of best practice approaches Australia 3.20 Afternoon refreshments and networking 3.40 Analysing your website: a design review The bottom line: what works and what doesn’t work? Writing for the Web Adopting data driven design Janelle McGuinness, Head of eBusiness, ING Direct
Panel discussion: the dark days
10.50 Morning refreshments and networking
4.20 Horror stories: when user-centric design was not part of the business plan
11.10 Internal user experience: the intranet Demonstrating the business value of your intranet Implementing user-centred design Ensuring large scale satisfaction Kate Needham, Manager Internal Communication, Department of Primary Industries
This is your chance to hear our panel of expert share some of their horror stories from the dark days. You will also have the chance to pose questions to our experts and then tell your own tale. Jane Woodley, Consultant, Martin Woodley and Associates; Glenn Williams, Assistant Manager ICT Systems Integration, Lotterywest; Janelle McGuinness, Head of eBusiness, ING Direct
Identifying best practice tools 11.50 User acceptance testing Implementing lab situations: interpreting user reactions Tests on a budget Communicating the results Glenn Williams, Assistant Manager ICT Systems Intergration, Lotterywest 12.30 Increasing usability and accessability Identifying key concepts and requirements Understanding the benefits of clean and simple design Maintaining usable and accessible design Gian Wild, Manager, Usability and Accessibility Services, Monash University 1.10 Networking lunch 2.00 User-centred reinvention of an online presence across borders Performing extensive online and offline consumer research Carfully justifying all design decisions against stakeholder and consumer expectations Incorporating a social media strategy Michele Goldman, Marketing Director, Asthma Foundation NSW & SA
Facilitated by: Melis Senova, Director, Thinkfeat Studios Pty Ltd 5.00 Chairperson’s closing remarks and end of connected forum
Official Event Report eLearning Toolkit Author: Elspeth McKay Year Published: 2009 Pages: 102
Delegates save $200 on Ark Group’s latest eLearning report Standard Price: $595 + GST Delegate Price: $395 + GST
5 ways to book your place AT th i s event Phone: +61 1300 550 662 +61 (02) 8913 4000
Fax: +61 1300 550 663 +61 (02) 8913 4099
Email: [email protected] Web: www.arkgroupaustralia.com.au
Post: Send the completed registration form to Ark Group Australia Pty Ltd, Main level, 83 Walker Street, North Sydney, NSW 2060
SO - WEB
Online User Experience 12-13 November 2009, Rydges World Square, Sydney o
put your details here (please print): Organisation Name
postal address
state postcode
fax phone
Connected forum + 2 Workshops
Connected forum + 1 Workshop
Post-forum workshops A or B
Connected forum only
Standard Pricing
o Save $200 $2685 + GST = $2953.50
o Save $100 $2090+ GST = $2299
o $1495 + GST = $1644.50
o $695 + GST = $764.50
Early Bird (exp: 16/10/09)
o Save $400 $2485 + GST = $2733.50
o Save $275 $1915 + GST = $2106.50
o Save $200 $1295 + GST = $1424.50
o Save $60 $635 + GST = $698.50
o Save $500 $2385 + GST = $2623.50
o Save $300 $1890+ GST = $2079
o Save $300 $1245 + GST = $1369.50
o Save $100 $595 + GST = $654.50
Not valid with any other offer
Member Discount (exp: 09/10/09)
I am a member of MAANZ, WIPA, ASTC (NSW, VIC), AIMIA, TCANZ, Strategic Path
o Yes, I would like to purchase the ‘eLearning Toolkit’ report as a registered delegate: $395 + GST Delegate
Name
Job title
Email address
1st 2nd 3rd 4th – FREE
Signature I have read and accepted the booking conditions
Please note: Payment must be received in full prior to the event to guarantee your place
o Mastercard
o Visa
o American Express
Card number Expiry date Cardholder’s name Cardholder’s signature
5. 6. 7. 8. 9.
For cancellations received less than 30 days prior to the event, the full delegate rate must be paid and no refunds will be available. All bookings submitted by e-mail, fax, or over the telephone are subject to these booking conditions. All cancellations must be received in writing. Ark Group Australia will not be held liable for circumstances beyond their control which lead to the cancellation or variation of the programme. All bookings, whether Australian or overseas will be charged Australian GST at the prevailing rate at the time of booking. Delegates are responsible for their own travel, accommodation and visa requirements.
We occasionally allow reputable companies to mail details of products we feel may be of interest. If you do not wish to receive this service, please tick this box q
Rydges World Square, Sydney 389 Pitt Street Sydney NSW 2000 Telephone: +61 2 8268 1888 Book online at: www.rydges.com/cwp/arkgroup
Group Discount When you bring a team of three, you can bring a 4th delegate for free!
o Payment enclosed (Cheques should be made payable to Ark Group Australia Pty Ltd) o Please invoice me Booking conditions 1. Bookings can be submitted at any stage prior to the event, subject to availability. A limited allocation is being held and booking early is therefore recommended. In the event of the booking not being accepted by Ark Group Australia the total amount will be refunded. 2. Payment must be received in full prior to the course. 3. All speakers are correct at the time of printing, but are subject to variation without notice. 4. If the delegate cancels after the booking has been accepted, the delegate will be liable to the following cancellation charges: Cancellations notified over 45 days prior to the event will not incur a cancellation fee. In the event of a cancellation being between 45 and 30 days prior to the event, a 20% cancellation fee will be charged.
Event venue and accommodation Preferential rates are available at the Rydges World Square. Please contact the hotel directly to make your reservation, quoting ‘Ark Group Australia’ as your reference.
C097
Can’t make the event? Connected forum CD is available! If you can’t take full advantage of this event, the connected forum CD gives you a useful record of the presentations made at the event for your reference. The CD is made available after the event at $595 plus GST. For more information contact Aimee Rootes Phone: 1300 550 662 Email: [email protected] Sponsorship or Exhibition Opportunities If you are interested in sponsoring or exhibiting at this event please contact Michael Moorcraft: Phone: 1300 550 662
Book before 16 October 2009 to receive your early bird discount
12 - 13 November 2009, Rydges World Square, Sydney
Online User Experience Maximising the importance of online user interaction within your organisation’s business plan
Post-forum workshops: Friday, 13 November 2009
Workshop A: Use it or lose it: accessing your usability arsenal Facilitators: Andrew Stapleton, Research Specialist Workshop B: Start your user-centred (re)design now Facilitator: James Breeze, Chief Experience Officer, Objective Digital
Hear from the following organisations: ING Direct Lotterywest Department of Primary Industries Gain insight into the tools and techniques you need to ensure a first class online user experience
Thinkfeat Studios Pty Ltd
Hear case studies and learn from the experiences of Australia’s industry experts
Asthma Foundation NSW & SA Monash University TAFE NSW Commonwealth Bank of Australia
Supported by:
Hear a Virgin Blue case study from: Martin Woodley and Associates
Produced By:
w w w. ar kgr oupaust ralia.co m .a u
Online User Experience Maximising the importance of online user interaction within your organisation’s business plan Business profitability is increasingly reflected by the effectiveness of an organisation’s external website. Usability, accessibility and design are all key components of a company’s relationship with its external users and potential customers, who have the ability to shop, pose questions and judge organisations in the privacy of their own web browser. The customer is increasingly relying on an organisation’s website as their main point of contact with the business and as a result customer service is no longer the greatest tool for profit and return rates. While the web designer has struggled in the past to communicate the benefits of a user centric approach to concerned stakeholders, companies with websites that stand above the rest understand that audience market research and online company branding can make or break the effectiveness and success of an external website.
Web designers must learn how to demonstrate the prospective commercial benefits to management who are reluctant to embrace online user experience practices. They must increase customer return rates online, and utilise and anticipate future trends in an attempt to ensure that online user experience is a fundamental element to every organisation’s plan for the future. This forum will teach you how to: Communicate your vision to stakeholders Improve internal relations with a user centric intranet Better understand your target audience Implement successful user experience testing Incorporate non-web initiatives into your plan Capitalise on new technologies and anticipate future trends
Post-forum workshops: Friday, 13 November 2009 Workshop A: Use it or lose it: accessing your usability arsenal
Workshop B: Start your user-centred (re)design now
Registration: 9.00 am Workshop starts: 9.30 am Workshop ends: 12.30 pm
Registration: 1.00 pm Workshop starts: 1.30 pm Workshop ends: 4.30 pm
Facilitated by: Andrew Stapleton, Research Specialist
Facilitated by: James Breeze, Chief Experience Officer, Objective Digital
About the workshop: Providing poor user experience can cost you customers, reducing your return on investment. Consequently it’s important that you can identify and fix problems as they arise to ensure your site is performing optimally.
About the workshop: Join this hands on interactive workshop to begin on the path to deploying a user centred (re)design of your web presence. Using real life case studies as examples, James will help you begin or extend your online projects. At the end of the session you will have some ‘real’ deliverables to take back to the office and share with your colleagues.
The key take-aways from this workshop are: • How to identify common usability problems • How to conduct appropriate research to analyse those problems • How to implement changes to resolve problems and improve website performance About your workshop leader: Dr Andrew Stapleton has wide-ranging usability research experience both within industry and academia. He has extensive experience in the video game, electronic entertainment, and broadcast television industries within Australia and the USA, and maintains a passion for the use of games and simulations for a variety of applications. He has presented his work at industry and academic conferences across the globe and has published in national and international journals. You can follow his blog http://www,andrewstapleton.com and you can join him on Twitter @andrewstapleton http://twitter.com/andrewstapleton
You will start preparing: A web strategy that is aligned with your business strategy A plan for integrating your website offering with social media platforms A research process for user needs that leverages offline techniques, online tools and social networks User requirements documentation template An information architecture template A wire frame template
Bring your laptops! You will learn how to use some of Objective Digital’s user centred design guidelines and then start filling out real document templates. About your workshop leader: James is an organisational psychologist and user experience evangelist who constantly seeks out better ways of doing things. He has 10 years experience across a myriad of user-centred design, social networking, web and intranet projects. James has worked with all levels of government in Australia, and with small to medium enterprises and the largest corporates. His company, Objective Digital focuses on delivering cost effective and timely consulting products. Most recently, James and his team partnered with Local-e on the user-centred redesign of their website templates and content management system. James is an honorary associate, masters supervisor and guest lecturer at Macquarie University and the University of UNSW. You can follow him on UsableWorld blog http://usableworld.com.au or on Twitter @jamesbreeze http://twitter.com/jamesbreeze
Who should attend?
Web Developers Intranet Managers Internet Managers IT Managers Portal Managers Information Architects Information Systems Managers
Web Managers, Architects and Designers User Experience Architects and Managers Web Usability Managers Online Communication Managers Managers of Online Services
�
eBusiness Managers User Centred Designers User Interface Managers Content Managers Marketing Managers Brand Managers
Connected forum: Thursday, 12 November 2009
8.45 Registration and refreshments
Integrating innovative techniques into your plan
9.15 Chairperson’s opening remarks
Melis Senova, Director, Thinkfeat Studios Pty Ltd Prioritising the online user experience 9.30 Putting the user in the picture Speaking up: getting the user’s experience on the agenda Presenting evidence: demonstrating why the user’s experience is important Future-proofing: how the user-centred approach can help you save Jacqui Thorburn, Web Services Manager, TAFE NSW 10.10 Maintaining and maximising your focus: a Virgin Blue case study Getting to know your audience Identifying user objectives and concerns Meeting user expectations Jane Woodley, Consultant, Martin Woodley and Associates
2.40 Learning from first hand experience: a NetBank case study Enhancements to NetBank to allow single sign-on across all Commonwealth Bank sites Utilising single portfolio view for customers Integrated sales from within the logged-on NetBank channel Marla Mitelman,Employing User Experience Specialist, Commonwealth Bank of best practice approaches Australia 3.20 Afternoon refreshments and networking 3.40 Analysing your website: a design review The bottom line: what works and what doesn’t work? Writing for the Web Adopting data driven design Janelle McGuinness, Head of eBusiness, ING Direct
Panel discussion: the dark days
10.50 Morning refreshments and networking
4.20 Horror stories: when user-centric design was not part of the business plan
11.10 Internal user experience: the intranet Demonstrating the business value of your intranet Implementing user-centred design Ensuring large scale satisfaction Kate Needham, Manager Internal Communication, Department of Primary Industries
This is your chance to hear our panel of expert share some of their horror stories from the dark days. You will also have the chance to pose questions to our experts and then tell your own tale. Jane Woodley, Consultant, Martin Woodley and Associates; Glenn Williams, Assistant Manager ICT Systems Integration, Lotterywest; Janelle McGuinness, Head of eBusiness, ING Direct
Identifying best practice tools 11.50 User acceptance testing Implementing lab situations: interpreting user reactions Tests on a budget Communicating the results Glenn Williams, Assistant Manager ICT Systems Intergration, Lotterywest 12.30 Increasing usability and accessability Identifying key concepts and requirements Understanding the benefits of clean and simple design Maintaining usable and accessible design Gian Wild, Manager, Usability and Accessibility Services, Monash University 1.10 Networking lunch 2.00 User-centred reinvention of an online presence across borders Performing extensive online and offline consumer research Carfully justifying all design decisions against stakeholder and consumer expectations Incorporating a social media strategy Michele Goldman, Marketing Director, Asthma Foundation NSW & SA
Facilitated by: Melis Senova, Director, Thinkfeat Studios Pty Ltd 5.00 Chairperson’s closing remarks and end of connected forum
Official Event Report eLearning Toolkit Author: Elspeth McKay Year Published: 2009 Pages: 102
Delegates save $200 on Ark Group’s latest eLearning report Standard Price: $595 + GST Delegate Price: $395 + GST
5 ways to book your place AT th i s event Phone: +61 1300 550 662 +61 (02) 8913 4000
Fax: +61 1300 550 663 +61 (02) 8913 4099
Email: [email protected] Web: www.arkgroupaustralia.com.au
Post: Send the completed registration form to Ark Group Australia Pty Ltd, Main level, 83 Walker Street, North Sydney, NSW 2060
SO - WEB
Online User Experience 12-13 November 2009, Rydges World Square, Sydney o
put your details here (please print): Organisation Name
postal address
state postcode
fax phone
Connected forum + 2 Workshops
Connected forum + 1 Workshop
Post-forum workshops A or B
Connected forum only
Standard Pricing
o Save $200 $2685 + GST = $2953.50
o Save $100 $2090+ GST = $2299
o $1495 + GST = $1644.50
o $695 + GST = $764.50
Early Bird (exp: 16/10/09)
o Save $400 $2485 + GST = $2733.50
o Save $275 $1915 + GST = $2106.50
o Save $200 $1295 + GST = $1424.50
o Save $60 $635 + GST = $698.50
o Save $500 $2385 + GST = $2623.50
o Save $300 $1890+ GST = $2079
o Save $300 $1245 + GST = $1369.50
o Save $100 $595 + GST = $654.50
Not valid with any other offer
Member Discount (exp: 09/10/09)
I am a member of MAANZ, WIPA, ASTC (NSW, VIC), AIMIA, TCANZ, Strategic Path
o Yes, I would like to purchase the ‘eLearning Toolkit’ report as a registered delegate: $395 + GST Delegate
Name
Job title
Email address
1st 2nd 3rd 4th – FREE
Signature I have read and accepted the booking conditions
Please note: Payment must be received in full prior to the event to guarantee your place
o Mastercard
o Visa
o American Express
Card number Expiry date Cardholder’s name Cardholder’s signature
5. 6. 7. 8. 9.
For cancellations received less than 30 days prior to the event, the full delegate rate must be paid and no refunds will be available. All bookings submitted by e-mail, fax, or over the telephone are subject to these booking conditions. All cancellations must be received in writing. Ark Group Australia will not be held liable for circumstances beyond their control which lead to the cancellation or variation of the programme. All bookings, whether Australian or overseas will be charged Australian GST at the prevailing rate at the time of booking. Delegates are responsible for their own travel, accommodation and visa requirements.
We occasionally allow reputable companies to mail details of products we feel may be of interest. If you do not wish to receive this service, please tick this box q
Rydges World Square, Sydney 389 Pitt Street Sydney NSW 2000 Telephone: +61 2 8268 1888 Book online at: www.rydges.com/cwp/arkgroup
Group Discount When you bring a team of three, you can bring a 4th delegate for free!
o Payment enclosed (Cheques should be made payable to Ark Group Australia Pty Ltd) o Please invoice me Booking conditions 1. Bookings can be submitted at any stage prior to the event, subject to availability. A limited allocation is being held and booking early is therefore recommended. In the event of the booking not being accepted by Ark Group Australia the total amount will be refunded. 2. Payment must be received in full prior to the course. 3. All speakers are correct at the time of printing, but are subject to variation without notice. 4. If the delegate cancels after the booking has been accepted, the delegate will be liable to the following cancellation charges: Cancellations notified over 45 days prior to the event will not incur a cancellation fee. In the event of a cancellation being between 45 and 30 days prior to the event, a 20% cancellation fee will be charged.
Event venue and accommodation Preferential rates are available at the Rydges World Square. Please contact the hotel directly to make your reservation, quoting ‘Ark Group Australia’ as your reference.
C097
Can’t make the event? Connected forum CD is available! If you can’t take full advantage of this event, the connected forum CD gives you a useful record of the presentations made at the event for your reference. The CD is made available after the event at $595 plus GST. For more information contact Aimee Rootes Phone: 1300 550 662 Email: [email protected] Sponsorship or Exhibition Opportunities If you are interested in sponsoring or exhibiting at this event please contact Michael Moorcraft: Phone: 1300 550 662
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