Intel Samples

Background:

Intel Corporation aimed to improve the process of requesting sample products, so that customers can test out early prototypes and ensure they will work with their designs.

Objectives:

- Easily track existing sample requests, so the customer can understand when to expect their product.

- Provide an interface that is easy to use and attractive.

- Remove the need for “power users” to request products.

Approach:

- Started with a mobile application MVP (minimum viable product).

- Create functionality based off contextual inquiry (user observation)

- Expanded to desktop version with more functionality.

- Add new features, as resources permitted.

Challenges:

- Existing applications were very cumbersome and difficult to use.

- Complicated process to request products that didn’t even exist yet.

- The team was unfamiliar with the Agile sprint process - which was new to Intel at the time.

Outcomes:

- Won Division Recognition Award (DRA) for mobile application.

- Desktop version added following mobile success.

- Completely changed the process for requesting and tracking samples.

Lessons Learned:

- Start small and focus on the 80/20 rule (focus on tasks users spend 80% of time on).

- Document everything users do and make sure the navigation structure supports these tasks.

- Fresh eyes are often what’s needed to disrupt existing processes.

Conclusion:

Intel Corporation successfully improved the sample request process through user experience research and iterative design. As a result, users were given the ability to track and request samples without the need for an intermediate proctor.

Recommendations:

- Document what users do - and design around it.

- Create “pixel perfect” designs so developers know what a product needs to look like (and behave) once finished.

- Start small and build up.