0
Conserve CodeStoryboard Experiences with Customers FirstJoseph O’Sullivan   Rachel EvansDesign Strategist   Principal Rese...
๏   Deep Customer Empathy        ๏   Go Broad to Go Narrow        ๏   Rapid Experimentation            with CustomersDESIG...
๏   Deep Customer Empathy        ๏   Go Broad to Go Narrow        ๏   Rapid Experimentation            with CustomersDESIG...
STORYBOARD   A panel or series of panels of rough sketches             outlining the sequence of events a consumer        ...
HELLS ANGELS
DISNEY
FASTFOWARD
Service Design                               Agile   McCloud Expanded In uence Sara	  Wiliams	  	  going-­‐global.com
Web ApplicationMobile ApplicationCustomer CareHuman ResourcesCommunity SupportIntuit
CASE STUDY: SNAP TAX
CASE STUDY: SNAP TAX
CASE STUDY: SNAP TAX
CASE STUDY: SNAP TAX
CASE STUDY: SNAP TAX
Wrong ProblemCASE STUDY: SNAP TAX
Wrong Problem                 Wrong Bene tCASE STUDY: SNAP TAX
What Preciselyis the Bene t?
It’s a MirrorPity Begets HonestyNarcissus Antidote
It’s a MirrorYou’re telling the customer’s story.Their problem, the context in which theywill use the solution and how the...
Pity Begets HonestyCustomers tend to react to roughsketches more honestly than with nished click throughs.
Narcissus AntidoteWe’ve never seen anyone fallin love with their storyboard andnot change it. Unlike...
STORYBOARD STRUCTUREProblem            Solution          Bene t
STORYBOARD STRUCTURE
ProblemSTORYBOARD STRUCTURE
Problem      SolutionSTORYBOARD STRUCTURE
Problem      Solution                       Bene tSTORYBOARD STRUCTURE
Problem             WHAT CAN YOU LEARN             Do you understand the             problem?             Is it an importa...
SolutionWHAT CAN YOU LEARNDoes your solution solvethe problem completely?STORYBOARD STRUCTURE
WHAT CAN YOU LEARNWhat is good about youridea from the customer’sperspective?Will it delight them?                        ...
STORYBOARD STRUCTUREProblem            Solution          Bene t
YOUR TURN
CREATE ASTORYBOARD
STORYBOARD DEVELOPMENTScript     Visuals    Learnings
STRUCTURE THE SCRIPT
Sisyphus, Titian                                                      1                                                   ...
Text                                                             1                                                        ...
Text                                                             1                                                        ...
??????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????...
STRUCTURE THE SCRIPT
!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!...
STRUCTURE THE SCRIPT
.............................................................................................................................
.............................................................................................................................
LET’S DRAW
BUT, I CAN’T DRAW
1min
Phone
Phone + Head
PHONE + HEAD + FACE
PHONE + HEAD + FACE + BODY
PHONE + HEAD + FACE + BODY+ UI
5 minDRAW
4       minSHARE YOUR STORY
Thanks
Conserve Code: Storyboard Experiences with Customers First
Conserve Code: Storyboard Experiences with Customers First
Conserve Code: Storyboard Experiences with Customers First
Upcoming SlideShare
Loading in...5
×

Conserve Code: Storyboard Experiences with Customers First

12,316

Published on

Presentation from SXSW Interactive Session -- Conserve Code: Storyboard Experiences with Customers First. The session was a hands-on workshop where attendees learned how to express ideas in a story that will elicit valuable feedback from customers.

Changes to the user experience can be costly if you are already in the development cycle. Storyboarding your ideas early allows for scrappy experimentation on what’s really important to your customer. At Intuit, a variety of storyboarding methods allows us to test ideas with customers before spending time developing code – the result is a history of millions of satisfied customers. In this hands-on session, you’ll practice expressing your ideas with storyboards to elicit valuable feedback from your most valued customers. We’ll share our experience iterating on ideas with lightning speed to uncover what works, what doesn’t, and what will truly delights customers (hint: it’s usually not your first idea). Come ready to get your hands dirty.

Full description:
Changes to the user experience can be costly if you are already in the development cycle. Storyboarding your ideas early allows for scrappy experimentation on what’s really important to your customer. At Intuit, a variety of storyboarding methods allows us to test ideas with customers before spending time developing code – the result is a history of millions of satisfied customers. In this hands-on session, you’ll practice expressing your ideas with storyboards to elicit valuable feedback from your most valued customers. We’ll share our experience iterating on ideas with lightning speed to uncover what works, what doesn’t, and what will truly delights customers (hint: it’s usually not your first idea). Come ready to get your hands dirty.

Presenters:
Joseph O'Sullivan
Lead, Design Innovation
Intuit

Rachel Evans
Principle Research Scientist, Chief Innovation Catalyst
Intuit

Additional details:
#ConserveCode
http://schedule.sxsw.com/events/event_IAP7349

Published in: Technology
1 Comment
45 Likes
Statistics
Notes
  • This is a very powerful approach. At http://www.storyboardthat.com we took this idea one step further. By making a product that lets you digitally create storyboards it saves time and frees you even more to think about the problem.
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
No Downloads
Views
Total Views
12,316
On Slideshare
0
From Embeds
0
Number of Embeds
12
Actions
Shares
0
Downloads
375
Comments
1
Likes
45
Embeds 0
No embeds

No notes for slide

Transcript of "Conserve Code: Storyboard Experiences with Customers First"

  1. 1. Conserve CodeStoryboard Experiences with Customers FirstJoseph O’Sullivan Rachel EvansDesign Strategist Principal Research Scientist Intuit #ConserveCode
  2. 2. ๏ Deep Customer Empathy ๏ Go Broad to Go Narrow ๏ Rapid Experimentation with CustomersDESIGN THINKING
  3. 3. ๏ Deep Customer Empathy ๏ Go Broad to Go Narrow ๏ Rapid Experimentation with CustomersDESIGN THINKING
  4. 4. STORYBOARD A panel or series of panels of rough sketches outlining the sequence of events a consumer will experience when before during and after using our product.
  5. 5. HELLS ANGELS
  6. 6. DISNEY
  7. 7. FASTFOWARD
  8. 8. Service Design Agile McCloud Expanded In uence Sara  Wiliams    going-­‐global.com
  9. 9. Web ApplicationMobile ApplicationCustomer CareHuman ResourcesCommunity SupportIntuit
  10. 10. CASE STUDY: SNAP TAX
  11. 11. CASE STUDY: SNAP TAX
  12. 12. CASE STUDY: SNAP TAX
  13. 13. CASE STUDY: SNAP TAX
  14. 14. CASE STUDY: SNAP TAX
  15. 15. Wrong ProblemCASE STUDY: SNAP TAX
  16. 16. Wrong Problem Wrong Bene tCASE STUDY: SNAP TAX
  17. 17. What Preciselyis the Bene t?
  18. 18. It’s a MirrorPity Begets HonestyNarcissus Antidote
  19. 19. It’s a MirrorYou’re telling the customer’s story.Their problem, the context in which theywill use the solution and how they willbe personally bene t.The customer can provide more accuratefeedback because they are the center ofthe story.
  20. 20. Pity Begets HonestyCustomers tend to react to roughsketches more honestly than with nished click throughs.
  21. 21. Narcissus AntidoteWe’ve never seen anyone fallin love with their storyboard andnot change it. Unlike...
  22. 22. STORYBOARD STRUCTUREProblem Solution Bene t
  23. 23. STORYBOARD STRUCTURE
  24. 24. ProblemSTORYBOARD STRUCTURE
  25. 25. Problem SolutionSTORYBOARD STRUCTURE
  26. 26. Problem Solution Bene tSTORYBOARD STRUCTURE
  27. 27. Problem WHAT CAN YOU LEARN Do you understand the problem? Is it an important problem?STORYBOARD STRUCTURE
  28. 28. SolutionWHAT CAN YOU LEARNDoes your solution solvethe problem completely?STORYBOARD STRUCTURE
  29. 29. WHAT CAN YOU LEARNWhat is good about youridea from the customer’sperspective?Will it delight them? Bene tSTORYBOARD STRUCTURE
  30. 30. STORYBOARD STRUCTUREProblem Solution Bene t
  31. 31. YOUR TURN
  32. 32. CREATE ASTORYBOARD
  33. 33. STORYBOARD DEVELOPMENTScript Visuals Learnings
  34. 34. STRUCTURE THE SCRIPT
  35. 35. Sisyphus, Titian 1 min PROJECT Consider a project you are working on now or an idea you have been considering. Crowd-sourcing late night designated drivers
  36. 36. Text 1 minCUSTOMER Be speci c — Don’t be everything to no one 21 - 30 Year old, Male, Urban, Smartphone, Tech Savvy Likes to drink but is aware of consequences
  37. 37. Text 1 minCUSTOMER Be speci c — Don’t be everything to no one 21 - 30 Year old, Male, Urban, Smartphone, Tech Savvy Likes to drink but is aware of consequences
  38. 38. ??????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????? 3????????????????????????????????????????????????????????? min PROBLEM I am trying to:____________ BUT ______________ CAREFUL: Don’t insert your solution as the problem “I am trying to get home BUT I can not nd a taxi”
  39. 39. STRUCTURE THE SCRIPT
  40. 40. !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 4! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! !min ! ! ! SOLUTION What are the important moments that need to occur for the solution to execute Text: need a cab :: a driver gets text while driving home :: Con rmation text exchange
  41. 41. STRUCTURE THE SCRIPT
  42. 42. ................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................ 3. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .min. . . ................................................................. BENEFIT What would a customer say is great about your solution. Do not regurgitate the feature list. “I didn’t have to ght for a taxi” or “It con rms my belief that people are good”
  43. 43. ................................................................................................................................. . . . . . . Customer. . . . . . .Do.you .understand. the .problem?. . . . . . . . . . . ......... .. ... .......... ... ......................................................................... . . . . . . .Problem . . . . . . .Is .it an. important. problem? . . . . . . . . . . . . . . . . ........ . ... ......... .......................................................................................................................................... . . . . . . . . . . . . . . . . . . . . . .Does .your .solution .solve.the . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . problem. . . . . . . . Solution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ......... . . . . . . . . . . . . . . . . . . . . . .completely? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................................................................................ . . . . . . Customer. . . . . . .What.is.good. about. your.idea . . . . . . . . . . . . . . ......... . . . . . . . . . . . . . . . . . . . . . . from. . . . . . . . .Bene. .t. . . . . . . .the. customer’s .perspective?. . . . . . . . . . . . . . . . .... .. .......... ........................................................................... 4. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .min. . . ................................................................. LEARNING Your goal is to gather as much new feedback as possible
  44. 44. LET’S DRAW
  45. 45. BUT, I CAN’T DRAW
  46. 46. 1min
  47. 47. Phone
  48. 48. Phone + Head
  49. 49. PHONE + HEAD + FACE
  50. 50. PHONE + HEAD + FACE + BODY
  51. 51. PHONE + HEAD + FACE + BODY+ UI
  52. 52. 5 minDRAW
  53. 53. 4 minSHARE YOUR STORY
  54. 54. Thanks
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×