Entry #3

Company Name: Huawei Technologies
Name of Submitter: Hebe Hui He
Email Address: hebe.hehui@huawei.com

1. Efficiency:

Technologies are greatly influencing people’s daily lives, work, and their requirements for information experience. Keeping on innovation in such a changing age is a huge challenge for us. Now my team is connecting with about 3000+ customers of different roles and experiences around the world. Together with them, we are keeping on creating better information experience for every customer.

With the help of customers, the whole team member is changed a lot. We focus on our customers’ concerns and pain points. We adopt the UTA approach in following aspects:

  • Three-tiered documentation system (role, experience and preference)
  • Mobile contents
  • Videos
  • Interactive Comic documents
  • Toolized documents
  • Technical Posters
  • Infographics
  • Social media
  • cooperating with MKT team, R&D team, training team and support team

150,000 customers installed our App within a year. We published only half number of documentation but obtain double views. 20,000 tech posters are pasted on the wall of our customer’s offices. Customers from 30 countries join in our social media group. The new documentation raises customers’ interest in our new products and solutions. We received a lot of positive feedback from our customers, such as “I am very happy. I’ll read to death. Words of thanks are not enough for you.”

2. Customer Focus:

By adopting user and task analysis approach, now my team is connecting with about 3000+ customers of different roles and experiences around the world. Each innovation of us comes from discussion with customers. Our documentation is changed from product-based to customer role, experience& preference-based. Customers join every new scheme discussion, also provide us their own doc us for reference, and review the new doc before formal release.

3. Transferability:

We follow the UTA approach in our constant innovation, such as customer-role, experience & preference documentation, in mobile contents construction, engage customers via social media and corporate with other departments. The process is as following:

  • Work and communicate with customers
  • Build up user profile: duties, workflow, concerns, pain points…
  • Analysis information solution
  • Customers join in information development
  • Collect feedback and encourage

My team transition process is as following:

  • Method training covers every team member
  • Cultivate golden seeds
  • Personal tutor system
  • Practice sharing every month

4. Innovation:

150,000 customers installed our App within a year. We published only half number of documentation but obtain double views. 20,000 tech posters are pasted on the wall of our customer’s offices. Customers from 30 countries join in our social media group. We provide 4 toolized documentation and 1000+ videos to facilitate customers work. We provide 20+ inforgraphics to help customers get instant information easily. The new documentation is organized in two ways: interactive documentation and standard documentation to meet different reader’s requirements. The new documentation raises customer’s interests in our products and solutions.

5. Tranformational Value:

My team got the company president award in 2015 Jan. We also got the product line president prize in Nov 2014. Our mobile project also got the first prize of 2014 TOPN Major Information Projects.

Directors from MKT department and Testing department asked us to share our practice with them. They said information team are the best team in our product line who focuses on customers and keep on innovation.

6. Leadership:

The UTA approach is adopted not only for PC-reading contents but also for interactive contents, mobile contents, social media and corporate with other teams . We have built up an entirely new customer centered-information system and received a lot of positive feedback from our customers. Now my team transition is almost finished. Before start a project, everyone must be sure who will be the reader, how do they work, what are his concerns and pain points.

Additional Information:

Hui He_1

Hui He_2

Hui He_3

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