Alignment DiagramsStrategic UX Deliverables<br />
James Kalbach <br />User Experience Consultant LexisNexis<br />LIS Degree Rutgers University<br />
USERS<br />(damn it!)<br />T<br />E<br />C<br />H<br />N<br />O<br />L<br />O<br />G<br />Y<br />(gotta have it)<br />C<br...
Here‘s Jess<br />“Value-centered design starts a story about an ideal interaction between an individual and an organizatio...
Alignment Diagrams<br />
Service Blueprints<br />Customer<br />Touchpoints<br />Business<br />
Customer Journey Map<br />Customer<br />Touchpoints<br />Business<br />
Workflows<br />Customer<br />Touchpoints<br />Business<br />
Mental Models<br />Customer<br />Touchpoints<br />Business<br />
A mental model helps you visualize how your business strategy looks compared to the existing user experience.<br />
Behaviour Matrix<br />Customer<br />Business<br />Touchpoints<br />
Isometric Maps<br />Paul Kahn, “Information Architecture for the Web: Applied IA“ http://www.slideshare.net/pauldavidkahn/...
Spatial<br />
Customer<br />Business<br />
Summary<br />
Launch,<br />Sales<br />Business<br />Strategy<br />Implementation<br />Design<br />
BENEFITS<br />Common Understanding<br />Show Big Picture<br />Create Value<br />Continuity in Vision<br />Enterprise Infor...
ARGUMENTS<br />Business Complexity<br />Cross-channel Experiences<br />Differentiation<br />Innovation<br />Growth<br />ht...
The root of most service problems is, in fact, lack of systematic design and control.  The use of a blueprint can help a s...
If we‘re talking about a “service-driven,“ “customer-focused“ organization, we‘ve got to design the operation to work that...
…work backwards from the needs…<br />What The Customer Wants You To Know (2007)<br />Ram Charan<br />
Align (Customers + Business) = Value<br />Create explicit, visual representations:<br />Service Blueprints<br />Customer J...
SKILLS<br />User Research<br />Analyze Abstract Concepts<br />Organize Information<br />Visual Representations<br />Commun...
MORE INFO<br />Google: “Customer Journey Mapping Resources on Web”<br />experiencinginformation.wordpress.com/2010/05/10/c...
Thank You<br />James.Kalbach@Gmail.com<br />www.experiencinginformation.com<br />http://www.flickr.com/photos/24443965@N08...
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James kalbach alignment diagrams euro ia 2010

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James kalbach alignment diagrams euro ia 2010

  1. 1. Alignment DiagramsStrategic UX Deliverables<br />
  2. 2. James Kalbach <br />User Experience Consultant LexisNexis<br />LIS Degree Rutgers University<br />
  3. 3. USERS<br />(damn it!)<br />T<br />E<br />C<br />H<br />N<br />O<br />L<br />O<br />G<br />Y<br />(gotta have it)<br />C<br />O<br />N<br />T<br />E<br />N<br />T<br />(it‘s king)<br />Value<br />BUSINESS<br />(stupid!)<br />
  4. 4. Here‘s Jess<br />“Value-centered design starts a story about an ideal interaction between an individual and an organization and the benefits each realizes from that interaction.”<br />Jess McMullin, “Searching For The Center of Design,“ Boxes and Arrows<br />
  5. 5. Alignment Diagrams<br />
  6. 6. Service Blueprints<br />Customer<br />Touchpoints<br />Business<br />
  7. 7. Customer Journey Map<br />Customer<br />Touchpoints<br />Business<br />
  8. 8. Workflows<br />Customer<br />Touchpoints<br />Business<br />
  9. 9. Mental Models<br />Customer<br />Touchpoints<br />Business<br />
  10. 10. A mental model helps you visualize how your business strategy looks compared to the existing user experience.<br />
  11. 11. Behaviour Matrix<br />Customer<br />Business<br />Touchpoints<br />
  12. 12. Isometric Maps<br />Paul Kahn, “Information Architecture for the Web: Applied IA“ http://www.slideshare.net/pauldavidkahn/04-appled-ia<br />
  13. 13. Spatial<br />
  14. 14.
  15. 15.
  16. 16.
  17. 17.
  18. 18.
  19. 19. Customer<br />Business<br />
  20. 20. Summary<br />
  21. 21. Launch,<br />Sales<br />Business<br />Strategy<br />Implementation<br />Design<br />
  22. 22.
  23. 23. BENEFITS<br />Common Understanding<br />Show Big Picture<br />Create Value<br />Continuity in Vision<br />Enterprise Information Architecture<br />
  24. 24. ARGUMENTS<br />Business Complexity<br />Cross-channel Experiences<br />Differentiation<br />Innovation<br />Growth<br />http://www.flickr.com/photos/24443965@N08/2585609947/<br />
  25. 25. The root of most service problems is, in fact, lack of systematic design and control. The use of a blueprint can help a service developer not only to identify problems ahead of time but also to see the potential for new market opportunities.<br />G. Lynn Shostack, <br />“Design Services that Deliver” <br />Harvard Business Review (1984) <br />http://www.flickr.com/photos/24443965@N08/2585609947/<br />
  26. 26. If we‘re talking about a “service-driven,“ “customer-focused“ organization, we‘ve got to design the operation to work that way. … It must involve the way we conceive of the total product.<br />1992<br />= Customer Value Package<br />
  27. 27. …work backwards from the needs…<br />What The Customer Wants You To Know (2007)<br />Ram Charan<br />
  28. 28. Align (Customers + Business) = Value<br />Create explicit, visual representations:<br />Service Blueprints<br />Customer Journey Maps<br />Workflows<br />Mental Models<br />Behaviour Matrix<br />Isometric Diagrams<br />Inform Business Strategy<br />
  29. 29. SKILLS<br />User Research<br />Analyze Abstract Concepts<br />Organize Information<br />Visual Representations<br />Communicate Across Teams<br />
  30. 30. MORE INFO<br />Google: “Customer Journey Mapping Resources on Web”<br />experiencinginformation.wordpress.com/2010/05/10/customer-journey-mapping-resources-on-the-web/ Read:<br />Mental Models (Indi Young)<br />Harvard Business Review<br />Ram Charan<br />Talk To Me<br />Try Diagramming<br />http://www.flickr.com/photos/24443965@N08/2585609947/<br />
  31. 31. Thank You<br />James.Kalbach@Gmail.com<br />www.experiencinginformation.com<br />http://www.flickr.com/photos/24443965@N08/2585609947/<br />

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