Lisa Wu’s scientific contributions

In this paper we discuss how the combined efforts of three teams, Information Development (ID), Test, and User Experience Design (UED), improved the overall customer experience with store development in IBM® WebSphere® Commerce, a software package that enables merchants to host their businesses online.The project began in the spring of 2001 with a formal effort to solicit customer feedback on documentation. A few months later, a test team was created to simulate the customer experience. The test team performed the store development tasks as customers would, following only the instructions in the documentation. As ID and Test continued working together, they began to realize that, in order to improve the documentation, they had to revisit and improve the actual store development. This led to the involvement of the UED team.UED, Test, and ID continued working together to understand the store development processes our customers follow and the challenges they face. Through collaboration, the team identified areas for improvement in both the tools and the documentation, and developed an action plan to address these problems.