One-day connected forum and workshops Book before

12 - 13 November 2009, Rydges World Square, Sydney 16 October 2009

to receive your
early bird discount

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:

Gain insight into
the tools and
techniques you
need to ensure a
first class online
user experience
Supported by:
ING Direct
Lotterywest
Department of Primary Industries
Hear case studies Thinkfeat Studios Pty Ltd
and learn from the
experiences of Asthma Foundation NSW & SA
Australia’s industry
experts Monash University
TAFE NSW
Commonwealth Bank of Australia

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:
ƒ ƒ Communicate your vision to stakeholders
ƒ ƒ Improve internal relations with a user centric intranet
ƒ ƒ Better understand your target audience
ƒ ƒ Implement successful user experience testing
ƒ ƒ Incorporate non-web initiatives into your plan
ƒ ƒ 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 Registration: 1.00 pm

Workshop starts: 9.30 am Workshop starts: 1.30 pm
Workshop ends: 12.30 pm Workshop ends: 4.30 pm

Facilitated by: Andrew Stapleton, Research Specialist Facilitated by: James Breeze, Chief Experience Officer, Objective Digital

About the workshop: 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.
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 ƒƒ A web strategy that is aligned with your business strategy
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
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.
You will start preparing:
ƒƒ A plan for integrating your website offering with social media platforms
ƒƒ A research process for user needs that leverages offline techniques,
online tools and social networks
ƒƒ User requirements documentation template
ƒƒ An information architecture template
ƒƒ 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?

ƒƒ Web Developers ƒƒ Web Managers, Architects and � eBusiness Managers

ƒƒ Intranet Managers Designers ƒƒ User Centred Designers
ƒƒ Internet Managers ƒƒ User Experience Architects and ƒƒ User Interface Managers
ƒƒ IT Managers Managers ƒƒ Content Managers
ƒƒ Portal Managers ƒƒ Web Usability Managers ƒƒ Marketing Managers
ƒƒ Information Architects ƒƒ Online Communication Managers ƒƒ Brand Managers
ƒƒ Information Systems Managers ƒƒ Managers of Online Services
 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 2.40 Learning from first hand experience: a NetBank case study
ƒƒ Enhancements to NetBank to allow single sign-on across all
Prioritising the online user experience
Commonwealth Bank sites
ƒƒ Utilising single portfolio view for customers
9.30 Putting the user in the picture ƒƒ Integrated sales from within the logged-on NetBank channel
ƒƒ Speaking up: getting the user’s experience on the agenda Marla Mitelman,Employing
User Experience Specialist, Commonwealth Bank of
ƒƒ Presenting evidence: demonstrating why the user’s best practice approaches
Australia
experience is important
ƒƒ Future-proofing: how the user-centred approach can help 3.20 Afternoon refreshments and networking
you save
Jacqui Thorburn, Web Services Manager, TAFE NSW
3.40 Analysing your website: a design review
ƒƒ The bottom line: what works and what doesn’t work?
10.10 Maintaining and maximising your focus: a Virgin
ƒƒ Writing for the Web
Blue case study
ƒƒ Adopting data driven design
ƒƒ Getting to know your audience
Janelle McGuinness, Head of eBusiness, ING Direct
ƒƒ Identifying user objectives and concerns
ƒƒ Meeting user expectations
Jane Woodley, Consultant, Martin Woodley and Associates Panel discussion: the dark days

10.50 Morning refreshments and networking
11.10 Internal user experience: the intranet
ƒƒ Demonstrating the business value of your intranet
ƒƒ Implementing user-centred design
ƒƒ Ensuring large scale satisfaction
Kate Needham, Manager Internal Communication, Department
of Primary Industries
Identifying best practice tools
4.20 Horror stories: when user-centric design was not part of
the business plan
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
Facilitated by: Melis Senova, Director, Thinkfeat Studios Pty Ltd

11.50 User acceptance testing 5.00 Chairperson’s closing remarks and end of connected
ƒƒ Implementing lab situations: interpreting user reactions
forum
ƒƒ Tests on a budget
ƒƒ Communicating the results
Glenn Williams, Assistant Manager ICT Systems Intergration,
Lotterywest Official Event Report
12.30 Increasing usability and accessability
ƒƒ Identifying key concepts and requirements
ƒƒ Understanding the benefits of clean and simple design eLearning Toolkit
ƒƒ Maintaining usable and accessible design
Gian Wild, Manager, Usability and Accessibility Services, Monash
University Author: Elspeth McKay
1.10 Networking lunch
Year Published: 2009
2.00 User-centred reinvention of an online presence across Pages: 102
borders
ƒƒ Performing extensive online and offline consumer research
ƒƒ Carfully justifying all design decisions against stakeholder and
consumer expectations
ƒƒ Incorporating a social media strategy Delegates save $200
Michele Goldman, Marketing Director, Asthma Foundation NSW & on Ark Group’s
SA latest eLearning report

Standard Price: $595 + GST

Delegate Price: $395 + GST
5 ways to book your place AT th i s event
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Post: Send the completed registration form to Ark Group Australia Pty Ltd, Main level, 83 Walker Street, North Sydney, NSW 2060

Online User Experience SO - WEB

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