Back to basics

  • 327 views
Uploaded on

These are the slides from a talk I gave in November 2012, at Untapped event, a UX conference in London. The aim was to shed light and awareness into business' benefit of creating and maintaining …

These are the slides from a talk I gave in November 2012, at Untapped event, a UX conference in London. The aim was to shed light and awareness into business' benefit of creating and maintaining healthy online communities of customers, in times of economical downturn.

More in: Design
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Be the first to comment
No Downloads

Views

Total Views
327
On Slideshare
0
From Embeds
0
Number of Embeds
0

Actions

Shares
Downloads
0
Comments
0
Likes
2

Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
    No notes for slide

Transcript

  • 1. BACK TO BASICS ONLINE SOCIAL
  • 2. I AM: 2004 2006 2008 2012 2012COMMUNICATION GRAPHIC VISUAL HCI-E UX ARCHITECT DESIGN (BA) DESIGNER DESIGNER (MSC) PORTO GRONINGEN LONDON LONDON LONDON PORTUGAL THE NETHERLANDS UK UK UK
  • 3. A BUNCH OF SOCIAL MEDIA: THE LIST GOES ON
  • 4. OUTATIME
  • 5. REMEMBER ONLINE COMMUNITIES? SHARE A COMMON INTEREST OR GOAL, S U P P O R T E AC H OT H E R, O P I N I O N AT E , D I S C U S S … +
  • 6. BRANDED ONLINE COMMUNITIES 24.9% AND ARE ON THE RISETHE SOCIAL CUSTOMER INDEX WHITE PAPER, SOCIAL MEDIA TODAY & SAP (2012)
  • 7. ONLINE CASUAL GAMI NG COMMUNITIES OMGPOP.COM 1.5M MEMBERS 540K ACTIVE USERS 50% IN THE USA HTTP://WWW.QUANTCAST.COM/OMGPOP.COM
  • 8. ONLINE CASUAL GAMI NG COMMUNITIES 2 MAIN COMMUNICATION CHANNELS: L I V E C H AT & F O R U M 3 MAIN TYPES OF USERS:L I V E C H AT U S E R S FORUM USERS M O D E R ATO R S
  • 9. Hi,I’m Captain Crush,a chat user. Photo credit: erin leigh mcconnell / Foter / CC BY
  • 10. BENEFIT IN PL AY COMMUNIT Y GAMES PEOPLE PL AYING PEOPLE TALKING PEOPLE INVITING MORE GAMESMORE PEOPLE PL AYING MORE PEOPLE TALKING MORE PEOPLE INVITING
  • 11. DESIGN FOR THE “NOW” Prompt users to participate in multiple social activities(not just play), for example in live chat competitions. These could be advertised through streams of chat rooms’ activity displayed elsewhere in the website, or in other relevant social media.
  • 12. Hi,I’m Lunar Eclipse,a forum user. Photo credit: dogseat / Foter / CC BY-NC-SA
  • 13. EXCERPTS FROM FORUM USERS“I find it addicting also, there are always “They (forum) help so people caninteresting topics to talk about. Ive seen contribute more to the site, likesomeone who are also interested to what Id suggestions and to talk about what’s wrong with the site, what could belisten to in terms of music and art.” changed...”
  • 14. BENEFIT DEVELOPMENT OF SRONGER TIES SELF - DISCLOSURE SENSE OF COMMUNITY L OYA LT Y LO N G E R A N D R E P E AT E D V I S I T S TO T H E W E B S I T E  
  • 15. D E S I G N F O R “ I N T E G R AT I O N ” Highlight discussions which elicit self-disclosure,for example turning them into sticky threads, and display thoseelsewhere in the website, or in any other relevant social media.  
  • 16. Hi, I’m Swifty, a moderator.Photo credit: tray / Foter / CC BY-NC-SA
  • 17. BENEFIT SERVES AND ENGAGES THE USER C O L L E C T S D ATA O N T H E U S E R SH E L P S E N A B L I N G U S E R ’ S D R I V E N I N N O VAT I O N
  • 18. DESIGN FOR “PREVENTION” Allow ability to trigger an invisibility layer in order to deal with badbehaviour in the community: once a customer behaves inappropriately his/her comments are invisible to the rest of the community.
  • 19. BENEFITS T I M U L AT E E N G A G E M E N T A N D LOYA LT Y MORE BUSINESS! IT’S A TOUGH ECONOMY
  • 20. THANK YOU! @ S I LV I N A C O U T O  
  • 21. FONT BRANDON GROTESQUE Designer: Hannes von Döhren, 2010. Publisher: HVD Fonts   REFERENCEShttp://socialmediatoday.com/vanessa-dimauro/965031/why-branded-online-community-deliver-social-customer-care?utm_source=hootsuite&utm_medium=twitter&utm_campaign=hootsuite_tweetsMillington, R.: www.feverbee.comhttp://www.quantcast.com/omgpop.comPreece, J. (2000) Online Communities: Designing Usability, Supporting Usability. John Willey & Sons LtdCouto, S. (2012) Supporting a Sense of Community in Online Casual Gaming. Project Dissertation for MSc(Human-Computer Interaction with Ergonomics), Faculty of Brain Sciences, University College London, 2012.