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Welcome to
Make It Right The First Time
Delivering on promises

J. Boye Conference 2013

torsdag den 7. november 13

Make ...
Introducing ME, YOU and the PRESENTATION

ME
Senior UX Designer at
Designit

YOU
Who are here?
What’s your expectations?

...
We’re worldwide. That’s right next to you

288

29

32

Designits across 13 offices in 10 countries

Nationalities and cult...
We bring together strategy and design to deliver new products, services, brands and experiences

INNOVATION STRATEGY

SERV...
Agenda

WHAT’S the RIGHT thing?
In terms of a good UX process

WHY should you do it RIGHT?
What’s the gain

HOW do you do ...
Introducing the what

So what’s the right thing to do?

J. Boye Conference

torsdag den 7. november 13

Make It Right
What’s the mimimun viable product?

!

!

Cake

!

Filling

Icing

!

Cupcake

torsdag den 7. november 13

Cake

!

Weddin...
Focus on the experience rather than adding features

torsdag den 7. november 13
Focus on the experience rather than adding features

torsdag den 7. november 13
Focus on the experience rather than adding features

torsdag den 7. november 13
Focus on the experience rather than adding features

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torsdag den 7. november 13
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Focus on the experience rather than adding features

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Focus on the experience rather than adding features

GREAT EXPERIENCE
EASY TO USE
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Focus on the experience rather than adding features

GREAT EXPERIENCE
EASY TO USE
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Focus on the experience rather than adding features

GREAT EXPERIENCE
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GREAT EXPERIENCE
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Focus on the experience rather than adding features

GREAT EXPERIENCE
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Focus on the experience rather than adding features

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Focus on the experience rather than adding features

GREAT EXPERIENCE
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Focus on the experience rather than adding features

GREAT EXPERIENCE
EASY TO USE
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Focus on the experience rather than adding features

GREAT EXPERIENCE
EASY TO USE
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Focus on the experience rather than adding features

GREAT EXPERIENCE
EASY TO USE
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Focus on the experience rather than adding features

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Focus on the experience rather than adding features

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Focus on the experience rather than adding features

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Focus on the experience rather than adding features

GREAT EXPERIENCE
EASY TO USE
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Focus on the experience rather than adding features

GREAT EXPERIENCE
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Focus on the experience rather than adding features

GREAT EXPERIENCE
EASY TO USE
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Focus on the experience rather than adding features

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OK EXPERIENCE
‘WE K...
Focus on the experience rather than adding features

GREAT EXPERIENCE
EASY TO USE
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OK EXPERIENCE
‘WE K...
Focus on the experience rather than adding features

GREAT EXPERIENCE
EASY TO USE
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OK EXPERIENCE
‘WE K...
Focus on the experience rather than adding features

GREAT EXPERIENCE
EASY TO USE
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OK EXPERIENCE
‘WE K...
Focus on the experience rather than adding features

GREAT EXPERIENCE
EASY TO USE
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OK EXPERIENCE
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Focus on the experience rather than adding features

GREAT EXPERIENCE
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OK EXPERIENCE
‘WE K...
Make it intuitive

Intuitive is either what suits you the best or a learned experience

torsdag den 7. november 13
Don’t be afraid of research

torsdag den 7. november 13
Don’t be afraid of research

Interview

torsdag den 7. november 13
Don’t be afraid of research

Questionaire

Interview

torsdag den 7. november 13
Don’t be afraid of research

Questionaire

Interview

torsdag den 7. november 13

Field Study
Don’t be afraid of research

Questionaire

Interview

Observations

torsdag den 7. november 13

Field Study
Don’t be afraid of research

Questionaire

Interview

Field Study

Observations

Focus Group

torsdag den 7. november 13
Don’t be afraid of research

Questionaire

Interview

Field Study

Observations

Focus Group
It doesn’t have to be large s...
To define the user experience goals

torsdag den 7. november 13
Lean startup meats Lean UX

torsdag den 7. november 13
Lean startup meats Lean UX

As opposed to Build, Measure, Learn

torsdag den 7. november 13
Co-create with the users, stakeholders or clients

J. Boye Conference

torsdag den 7. november 13

Make It Right
Introducing the why

WHY is it right ?

J. Boye Conference

torsdag den 7. november 13

Make It Right
The ROI

Involving users means co-creating and thereby delivering a promise
Investing means use of time and money

But the...
Avoiding the SAG

Service Anticipation Gap
The distance between what users expect and what they get
A lot of products or s...
Avoiding the SAG

Enormous spendings on ads to sell the perfect product or service

SAG

And much less spend on planning a...
torsdag den 7. november 13
torsdag den 7. november 13
Introducing the how

How do you do this?

J. Boye Conference

torsdag den 7. november 13

Make It Right
Get stakeholder commitment and generate business support

Business Goals

ROI

torsdag den 7. november 13

Customer Value
...
Doing agile UX and not waterfall UX

torsdag den 7. november 13
How do you build and measure in an effective way?

http://www.youtube.com/watch?v=iVFTBj_BYy0
torsdag den 7. november 13
How do you find the right NEW features?

torsdag den 7. november 13
Sum Up

MOST IMPORTANT WHAT
Minimum viable product
Focus on experience
Be agile

MOST IMPORTANT WHY
ROI/i

MOST IMPORTANT ...
Anne Louise Grønnebæk Hansen
annelouise.gronnebak@designit.com

Thank You!

J. Boye Conference

torsdag den 7. november 13...
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Transcript of "Make it right the first time"

  1. 1. Welcome to Make It Right The First Time Delivering on promises J. Boye Conference 2013 torsdag den 7. november 13 Make It Right
  2. 2. Introducing ME, YOU and the PRESENTATION ME Senior UX Designer at Designit YOU Who are here? What’s your expectations? PRESENTATION Designing a great user experience is all about making it ‘right’ This doesn’t have to take a 1000 hours of research nor expensive usability tests... 8 year of UX designing and consulting Project Manager So what does it take? Experience J. Boye Conference 2013 torsdag den 7. november 13 Make It Right The First Time
  3. 3. We’re worldwide. That’s right next to you 288 29 32 Designits across 13 offices in 10 countries Nationalities and cultures Educational backgrounds J. Boye Conference torsdag den 7. november 13 Make It Right
  4. 4. We bring together strategy and design to deliver new products, services, brands and experiences INNOVATION STRATEGY SERVICE DESIGN BRAND STRATEGY DESIGN RESEARCH DIGITAL DESIGN PRODUCT DESIGN J. Boye Conference torsdag den 7. november 13 Make It Right
  5. 5. Agenda WHAT’S the RIGHT thing? In terms of a good UX process WHY should you do it RIGHT? What’s the gain HOW do you do it RIGHT? Methods and experiences J. Boye Conference 2013 torsdag den 7. november 13 Make It Right The First Time
  6. 6. Introducing the what So what’s the right thing to do? J. Boye Conference torsdag den 7. november 13 Make It Right
  7. 7. What’s the mimimun viable product? ! ! Cake ! Filling Icing ! Cupcake torsdag den 7. november 13 Cake ! Wedding cake
  8. 8. Focus on the experience rather than adding features torsdag den 7. november 13
  9. 9. Focus on the experience rather than adding features torsdag den 7. november 13
  10. 10. Focus on the experience rather than adding features torsdag den 7. november 13
  11. 11. Focus on the experience rather than adding features 1 torsdag den 7. november 13
  12. 12. Focus on the experience rather than adding features 1 torsdag den 7. november 13 2
  13. 13. Focus on the experience rather than adding features 1 torsdag den 7. november 13 2 3
  14. 14. Focus on the experience rather than adding features GREAT EXPERIENCE EASY TO USE 1 torsdag den 7. november 13 2 3
  15. 15. Focus on the experience rather than adding features GREAT EXPERIENCE EASY TO USE 1 1 torsdag den 7. november 13 2 3
  16. 16. Focus on the experience rather than adding features GREAT EXPERIENCE EASY TO USE 1 1 torsdag den 7. november 13 2 2 3
  17. 17. Focus on the experience rather than adding features GREAT EXPERIENCE EASY TO USE 1 3 1 torsdag den 7. november 13 2 2 3
  18. 18. Focus on the experience rather than adding features GREAT EXPERIENCE EASY TO USE 1 3 1 torsdag den 7. november 13 2 2 3 5
  19. 19. Focus on the experience rather than adding features GREAT EXPERIENCE EASY TO USE 1 3 1 torsdag den 7. november 13 2 2 3 5 8
  20. 20. Focus on the experience rather than adding features GREAT EXPERIENCE EASY TO USE 1 1 torsdag den 7. november 13 2 2 3 3 5 8 OK EXPERIENCE ‘WE KNOW THEM’
  21. 21. Focus on the experience rather than adding features GREAT EXPERIENCE EASY TO USE 1 1 1 torsdag den 7. november 13 2 2 3 3 5 8 OK EXPERIENCE ‘WE KNOW THEM’
  22. 22. Focus on the experience rather than adding features GREAT EXPERIENCE EASY TO USE 1 2 1 1 torsdag den 7. november 13 2 2 3 3 5 8 OK EXPERIENCE ‘WE KNOW THEM’
  23. 23. Focus on the experience rather than adding features GREAT EXPERIENCE EASY TO USE 1 2 3 1 3 1 torsdag den 7. november 13 2 2 3 5 8 OK EXPERIENCE ‘WE KNOW THEM’
  24. 24. Focus on the experience rather than adding features GREAT EXPERIENCE EASY TO USE 1 2 3 1 3 5 1 torsdag den 7. november 13 2 2 3 4 8 OK EXPERIENCE ‘WE KNOW THEM’
  25. 25. Focus on the experience rather than adding features GREAT EXPERIENCE EASY TO USE 1 2 3 1 3 5 8 1 torsdag den 7. november 13 2 2 3 4 5 OK EXPERIENCE ‘WE KNOW THEM’
  26. 26. Focus on the experience rather than adding features GREAT EXPERIENCE EASY TO USE 1 2 3 1 3 5 8 1 torsdag den 7. november 13 2 2 3 4 5 OK EXPERIENCE ‘WE KNOW THEM’ 6
  27. 27. Focus on the experience rather than adding features GREAT EXPERIENCE EASY TO USE 1 2 3 1 3 5 8 1 torsdag den 7. november 13 2 2 3 4 5 OK EXPERIENCE ‘WE KNOW THEM’ 6 7
  28. 28. Focus on the experience rather than adding features GREAT EXPERIENCE EASY TO USE 1 2 3 1 3 5 8 1 torsdag den 7. november 13 2 2 3 4 5 OK EXPERIENCE ‘WE KNOW THEM’ 6 7 8
  29. 29. Focus on the experience rather than adding features GREAT EXPERIENCE EASY TO USE 1 2 3 1 3 5 8 1 torsdag den 7. november 13 2 2 3 4 5 OK EXPERIENCE ‘WE KNOW THEM’ 6 7 8 9
  30. 30. Focus on the experience rather than adding features GREAT EXPERIENCE EASY TO USE 1 1 2 2 3 3 5 OK EXPERIENCE ‘WE KNOW THEM’ 8 WHAT IS THIS I DON’T GET IT 1 torsdag den 7. november 13 2 3 4 5 6 7 8 9
  31. 31. Focus on the experience rather than adding features GREAT EXPERIENCE EASY TO USE 1 1 2 2 3 3 5 OK EXPERIENCE ‘WE KNOW THEM’ 8 WHAT IS THIS I DON’T GET IT 1 1.b torsdag den 7. november 13 2 3 4 5 6 7 8 9
  32. 32. Focus on the experience rather than adding features GREAT EXPERIENCE EASY TO USE 1 1 2 2 3 3 5 OK EXPERIENCE ‘WE KNOW THEM’ 8 WHAT IS THIS I DON’T GET IT 1 1.b torsdag den 7. november 13 2 2.b 3 4 5 6 7 8 9
  33. 33. Focus on the experience rather than adding features GREAT EXPERIENCE EASY TO USE 1 1 2 2 3 3 5 OK EXPERIENCE ‘WE KNOW THEM’ 8 WHAT IS THIS I DON’T GET IT 1 3 1.b torsdag den 7. november 13 2 2.b 3.b 4 5 6 7 8 9
  34. 34. Focus on the experience rather than adding features GREAT EXPERIENCE EASY TO USE 1 1 2 2 3 3 5 OK EXPERIENCE ‘WE KNOW THEM’ 8 WHAT IS THIS I DON’T GET IT 1 3 4 1.b torsdag den 7. november 13 2 2.b 3.b 4 5 6 7 8 9
  35. 35. Focus on the experience rather than adding features GREAT EXPERIENCE EASY TO USE 1 1 2 2 3 3 5 OK EXPERIENCE ‘WE KNOW THEM’ 8 WHAT IS THIS I DON’T GET IT 1 1.b torsdag den 7. november 13 2 2.b 3 3.b 4 4 5 6 7 8 9 HEY LOOK AT THIS COMPETITOR THEY TOTALLY GOT IT RIGHT
  36. 36. Make it intuitive Intuitive is either what suits you the best or a learned experience torsdag den 7. november 13
  37. 37. Don’t be afraid of research torsdag den 7. november 13
  38. 38. Don’t be afraid of research Interview torsdag den 7. november 13
  39. 39. Don’t be afraid of research Questionaire Interview torsdag den 7. november 13
  40. 40. Don’t be afraid of research Questionaire Interview torsdag den 7. november 13 Field Study
  41. 41. Don’t be afraid of research Questionaire Interview Observations torsdag den 7. november 13 Field Study
  42. 42. Don’t be afraid of research Questionaire Interview Field Study Observations Focus Group torsdag den 7. november 13
  43. 43. Don’t be afraid of research Questionaire Interview Field Study Observations Focus Group It doesn’t have to be large scale torsdag den 7. november 13
  44. 44. To define the user experience goals torsdag den 7. november 13
  45. 45. Lean startup meats Lean UX torsdag den 7. november 13
  46. 46. Lean startup meats Lean UX As opposed to Build, Measure, Learn torsdag den 7. november 13
  47. 47. Co-create with the users, stakeholders or clients J. Boye Conference torsdag den 7. november 13 Make It Right
  48. 48. Introducing the why WHY is it right ? J. Boye Conference torsdag den 7. november 13 Make It Right
  49. 49. The ROI Involving users means co-creating and thereby delivering a promise Investing means use of time and money But there is a return on this Inv(olve)estment There is a minimum of backflow Making it really intuitive will save support costs Knowing the user needs will make it possible to optimizing task performance efficiency Making it exploring and user friendly will increase the conversion rate Delivering on your promise will create loyal users torsdag den 7. november 13
  50. 50. Avoiding the SAG Service Anticipation Gap The distance between what users expect and what they get A lot of products or services does not live up to nor exceeds the users expectations torsdag den 7. november 13
  51. 51. Avoiding the SAG Enormous spendings on ads to sell the perfect product or service SAG And much less spend on planning and designing these services and products torsdag den 7. november 13
  52. 52. torsdag den 7. november 13
  53. 53. torsdag den 7. november 13
  54. 54. Introducing the how How do you do this? J. Boye Conference torsdag den 7. november 13 Make It Right
  55. 55. Get stakeholder commitment and generate business support Business Goals ROI torsdag den 7. november 13 Customer Value Business Model Canvas Business Case
  56. 56. Doing agile UX and not waterfall UX torsdag den 7. november 13
  57. 57. How do you build and measure in an effective way? http://www.youtube.com/watch?v=iVFTBj_BYy0 torsdag den 7. november 13
  58. 58. How do you find the right NEW features? torsdag den 7. november 13
  59. 59. Sum Up MOST IMPORTANT WHAT Minimum viable product Focus on experience Be agile MOST IMPORTANT WHY ROI/i MOST IMPORTANT HOW Generate business support and understanding Sketch and involve Use trendwatching J. Boye Conference torsdag den 7. november 13 Make It Right
  60. 60. Anne Louise Grønnebæk Hansen annelouise.gronnebak@designit.com Thank You! J. Boye Conference torsdag den 7. november 13 Make It Right
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