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Alignment DiagramsStrategic UX Deliverables,[object Object]
James Kalbach ,[object Object],User Experience Consultant LexisNexis,[object Object],LIS Degree Rutgers University,[object Object]
USERS,[object Object],(damn it!),[object Object],T,[object Object],E,[object Object],C,[object Object],H,[object Object],N,[object Object],O,[object Object],L,[object Object],O,[object Object],G,[object Object],Y,[object Object],(gotta have it),[object Object],C,[object Object],O,[object Object],N,[object Object],T,[object Object],E,[object Object],N,[object Object],T,[object Object],(it‘s king),[object Object],Value,[object Object],BUSINESS,[object Object],(stupid!),[object Object]
Here‘s Jess,[object Object],“Value-centered design starts a story about an ideal interaction between an individual and an organization and the benefits each realizes from that interaction.”,[object Object],Jess McMullin, “Searching For The Center of Design,“ Boxes and Arrows,[object Object]
Alignment Diagrams,[object Object]
Service Blueprints,[object Object],Customer,[object Object],Touchpoints,[object Object],Business,[object Object]
Customer Journey Map,[object Object],Customer,[object Object],Touchpoints,[object Object],Business,[object Object]
Workflows,[object Object],Customer,[object Object],Touchpoints,[object Object],Business,[object Object]
Mental Models,[object Object],Customer,[object Object],Touchpoints,[object Object],Business,[object Object]
A mental model helps you visualize how your business strategy looks compared to the existing user experience.,[object Object]
Behaviour Matrix,[object Object],Customer,[object Object],Business,[object Object],Touchpoints,[object Object]
Isometric Maps,[object Object],Paul Kahn, “Information Architecture for the Web: Applied IA“ http://www.slideshare.net/pauldavidkahn/04-appled-ia,[object Object]
Spatial,[object Object]
James kalbach alignment diagrams euro ia 2010
James kalbach alignment diagrams euro ia 2010
James kalbach alignment diagrams euro ia 2010
James kalbach alignment diagrams euro ia 2010
James kalbach alignment diagrams euro ia 2010
Customer,[object Object],Business,[object Object]
Summary,[object Object]
Launch,,[object Object],Sales,[object Object],Business,[object Object],Strategy,[object Object],Implementation,[object Object],Design,[object Object]
James kalbach alignment diagrams euro ia 2010
BENEFITS,[object Object],Common Understanding,[object Object],Show Big Picture,[object Object],Create Value,[object Object],Continuity in Vision,[object Object],Enterprise Information Architecture,[object Object]
ARGUMENTS,[object Object],Business Complexity,[object Object],Cross-channel Experiences,[object Object],Differentiation,[object Object],Innovation,[object Object],Growth,[object Object],http://www.flickr.com/photos/24443965@N08/2585609947/,[object Object]
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.,[object Object],G. Lynn Shostack, ,[object Object],“Design Services that Deliver” ,[object Object],Harvard Business Review (1984) ,[object Object],http://www.flickr.com/photos/24443965@N08/2585609947/,[object Object]
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.,[object Object],1992,[object Object],= Customer Value Package,[object Object]
…work backwards from the needs…,[object Object],What The Customer Wants You To Know (2007),[object Object],Ram Charan,[object Object]
Align (Customers + Business) = Value,[object Object],Create explicit, visual representations:,[object Object],Service Blueprints,[object Object],Customer Journey Maps,[object Object],Workflows,[object Object],Mental Models,[object Object],Behaviour Matrix,[object Object],Isometric Diagrams,[object Object],Inform Business Strategy,[object Object]
SKILLS,[object Object],User Research,[object Object],Analyze Abstract Concepts,[object Object],Organize Information,[object Object],Visual Representations,[object Object],Communicate Across Teams,[object Object]
MORE INFO,[object Object],Google: “Customer Journey Mapping Resources on Web”,[object Object],experiencinginformation.wordpress.com/2010/05/10/customer-journey-mapping-resources-on-the-web/ Read:,[object Object],Mental Models (Indi Young),[object Object],Harvard Business Review,[object Object],Ram Charan,[object Object],Talk To Me,[object Object],Try Diagramming,[object Object],http://www.flickr.com/photos/24443965@N08/2585609947/,[object Object]
Thank You,[object Object],James.Kalbach@Gmail.com,[object Object],www.experiencinginformation.com,[object Object],http://www.flickr.com/photos/24443965@N08/2585609947/,[object Object]

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James kalbach alignment diagrams euro ia 2010

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