BACK TO BASICS  ONLINE SOCIAL
I AM:    2004             2006          2008       2012       2012COMMUNICATION      GRAPHIC         VISUAL    HCI-E    UX...
A BUNCH OF SOCIAL MEDIA:      THE LIST GOES ON
OUTATIME
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...
BRANDED           ONLINE COMMUNITIES                     24.9%                                AND                      ARE...
ONLINE CASUAL GAMI NG    COMMUNITIES OMGPOP.COM         1.5M MEMBERS     540K ACTIVE USERS       50% IN THE USA  HTTP://WW...
ONLINE CASUAL GAMI NG                COMMUNITIES            2 MAIN COMMUNICATION CHANNELS:                       L I V E C...
Hi,I’m Captain Crush,a chat user.                     Photo credit: erin leigh mcconnell / Foter / CC BY
BENEFIT                IN PL AY COMMUNIT Y                            GAMES  PEOPLE PL AYING        PEOPLE TALKING        ...
DESIGN FOR THE “NOW”       Prompt users to participate in multiple social activities(not just play), for example in live c...
Hi,I’m Lunar Eclipse,a forum user.                     Photo credit: dogseat / Foter / CC BY-NC-SA
EXCERPTS FROM FORUM USERS“I find it addicting also, there are always    “They (forum) help so people caninteresting topics ...
BENEFIT       DEVELOPMENT OF SRONGER TIES                          SELF - DISCLOSURE                        SENSE OF COMMU...
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 th...
Hi, I’m Swifty,    a moderator.Photo credit: tray / Foter / CC BY-NC-SA
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 ...
DESIGN FOR “PREVENTION”  Allow ability to trigger an invisibility layer in order to deal with badbehaviour in the communit...
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
THANK YOU!         @ S I LV I N A C O U T O	  
FONT                                     BRANDON GROTESQUE                         Designer: Hannes von Döhren, 2010. Publ...
Back to basics
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Back to basics

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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.

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Back to basics

  1. 1. BACK TO BASICS ONLINE SOCIAL
  2. 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. 3. A BUNCH OF SOCIAL MEDIA: THE LIST GOES ON
  4. 4. OUTATIME
  5. 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. 6. BRANDED ONLINE COMMUNITIES 24.9% AND ARE ON THE RISETHE SOCIAL CUSTOMER INDEX WHITE PAPER, SOCIAL MEDIA TODAY & SAP (2012)
  7. 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. 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. 9. Hi,I’m Captain Crush,a chat user. Photo credit: erin leigh mcconnell / Foter / CC BY
  10. 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. 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. 12. Hi,I’m Lunar Eclipse,a forum user. Photo credit: dogseat / Foter / CC BY-NC-SA
  13. 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. 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. 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. 16. Hi, I’m Swifty, a moderator.Photo credit: tray / Foter / CC BY-NC-SA
  17. 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. 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. 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. 20. THANK YOU! @ S I LV I N A C O U T O  
  21. 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.  

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