SlideShare a Scribd company logo
1 of 38
B".,-(C(DEF(G#H."-(.(I%H(1,&%"$"%&.:#,
     #"(G0%(;.72%(J5/0#&#K'(B%&H%%,(DE(C(B".,-
     Version 2: A Work-in-Progress
                                                           !"%2%,&%-
                                                           ;%3"+."'(<=>(<?@A


     !"#$%&"'()#*%+,)#%-./)#0)12)%30#)245#
     *#+,-."/0(12#3."




!"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
R-
    6%754)%45%8)"')#,




                                                                                                        -
                                                                                                       %-
    LMN(1OP(QMR*1IS(R(LT*UV1IV!*TS*WQQ


         This presentation sprang from a discussion I led at UXCampDC in
         January, 2013. The reaction to that talk, and the subsequent
         popularity of the supporting deck on SlideShare, made me think I
         was onto something.

         The idea that Brand and UX share a common goal may not be
         revelatory, but not enough of us with a say in the matter are
         talking about it. As I continue to develop my thinking around this
         topic, I plan to share my research and respond to feedback.

         Please continue to send me your thoughts, critical or otherwise.

                                                                  - Mark @mbadger mbadge@gmail.com

!      !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
1,&"#-+/:#,2(C(B./X8"#+,-


         Y"#+,-."/052#3."
         YK3.-8%"



"   !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
6()129%:;)#;0)<
    1IG*TJDZG1TIQ(C(BRZUS*TDIJ


    =>5%=)%6#)                 We are a modern agency of 3,000 creatives and creators with digital at its core.
    =>)#)%=)%6#)                Located in Boston, Chicago, Denver, Detroit, New York, San Francisco, and 34 countries around the world.
    =>"4%=)%35                  Roundarch Isobar conceives, designs, and builds digital experiences for the world’s largest organizations.
                                We create integrated marketing campaigns, enterprise web applications, and digital products.




#     !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74


*#+,-."/0(12#3."(52(&0%(I#"&0(RK%"5/.,(5,/.",.:#,(#)(H0.&(52(X,#H,(87#3.77'(.2(12#3."4(1(756%(5,(*5/0K#,-([#"(H577(20#"&7'>(3+&(1(.K(.]75.&%-(.,-(H#"X(#+&(
#)(&0%(B#2&#,(#]/%4
=)%<5#$%<04>%?@5A"@%BCCC%)1DD),%"1'%@"#()%(5;)#1E)14%5#("10F"D51,
    1IG*TJDZG1TIQ(C(BRZUS*TDIJ




$     !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74


L%(./&+.77'(0.6%(.(,+K3%"(#)($"#^%/&2(&0.&(H#+7-(2%"6%(.2(/.2%(2&+-5%2()#"($#5,&2(K.-%(5,(&052(-%/X4(W_$%/&(&0#2%([.,-(#&0%"2(&#(9,-(&0%5"(H.'(5,&#(&0%(
,%_&("%6525#,4
!"#$%&"'()#*%+GHI#)"D;)%30#)245#
    1IG*TJDZG1TIQ(C(BRZUS*TDIJ




    =<V`@( -".H
    @a`<(            $"#8".K
    @a`=(            -%258,
    @aab(            H%3
    @aa=(            .$$2
    <??@(            2#7#
    <??c(            5.d+_
    <?@@(            -5"%/&

%     !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74


P'(3./X8"#+,-(K.e%"2(#,7'(5,2#)."(.2('#+(X,#H(&0.&f75X%(K.,'(DE($"./::#,%"2(#)(K'(8%,%".:#,f1(-5-(,#&(%,&%"(DE(65.(MZ1>(g53Q/5>(#"(Z#8Q/54(1(0.6%(.(
-%258,(3./X8"#+,-([."/05&%/&+"%>(3'(%-+/.:#,(.,-(%6#76%-()"#K(652+.7(-%258,%"(&#(H%3(-%258,%"(.,-(%6%,&+.77'(5,&#(#+"(2#V/.77%-(h+2%"(%_$%"5%,/%i(
-52/5$75,%4(1,(.(K#K%,&>(1O77(&.7X(.3#+&(H0%"%(1(&05,X(&0%(-56525#,(3%&H%%,(K."X%:,8d.-6%":25,8(.,-(DE(#"585,.&%-(5,(&0%(-585&.7(2$./%4(T"(.&(7%.2&>(H0%,(5&(
3%/.K%(.$$."%,&(&#(K%4
!"#$%&"'()#*%+GHI#)"D;)%30#)245#
    1IG*TJDZG1TIQ(C(BRZUS*TDIJ




    =<V`@( -".H
    @a`<(            $"#8".K
    @a`=(            -%258,
    @aab(            H%3
    @aa=(            .$$2
    <??@(            2#7#
    <??c(            5.d+_
    <?@@(            -5"%/&

%     !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74


P'(3./X8"#+,-(K.e%"2(#,7'(5,2#)."(.2('#+(X,#H(&0.&f75X%(K.,'(DE($"./::#,%"2(#)(K'(8%,%".:#,f1(-5-(,#&(%,&%"(DE(65.(MZ1>(g53Q/5>(#"(Z#8Q/54(1(0.6%(.(
-%258,(3./X8"#+,-([."/05&%/&+"%>(3'(%-+/.:#,(.,-(%6#76%-()"#K(652+.7(-%258,%"(&#(H%3(-%258,%"(.,-(%6%,&+.77'(5,&#(#+"(2#V/.77%-(h+2%"(%_$%"5%,/%i(
-52/5$75,%4(1,(.(K#K%,&>(1O77(&.7X(.3#+&(H0%"%(1(&05,X(&0%(-56525#,(3%&H%%,(K."X%:,8d.-6%":25,8(.,-(DE(#"585,.&%-(5,(&0%(-585&.7(2$./%4(T"(.&(7%.2&>(H0%,(5&(
3%/.K%(.$$."%,&(&#(K%4
30,2@"0E)#J%6E5#/>5K,%3)L10D51,
    WITDSM(WJ1GT*1Rg1j1IS444gWGOQ(SWG(TI(L1GM(1G




               All definitions of UX appearing in this
               work are amorphous. Any resemblance
               to actual disciplines, living, dead, or
               evolving is purely coincidental.


&      !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74


Q$%.X5,8(#)(.K#"$0#+2(-%9,5:#,2>(1(H.,&(&#(&.7X(.(75e7%(.3#+&(K."X%:,8(.,-(DE(3%)#"%(H%(-58(K#"%(-%%$7'(5,&#(3".,-(.,-(DE4
P."X%:,8(C(DE


         R(7#,8>(7#,8(:K%(.8#444



'   !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
M)/"#"4)'%"4%&0#4>
    PR*UWG1IS(C(DE




                                                                                                       K."X%:,8
                                                                          k.20
                                                         5K.8%2

                                                             H%3

                                                          MGPg
                                                                         )#"K2
                                                                                                           +:75&'



(      !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74


1,(2#K%(H.'2>(&052(25K$7%(-5.8".K(52(l+5&%($"#6#/.:6%4(;5"2&>(5&(2%%K2(&#(.22%"&(&0.&(&0%(-52:,/:#,(3%&H%%,($"#-+/&(.,-(K."X%:,8([K#"%(#"(7%22(
#"585,.&%-(H5&0(&0%(H%34(T365#+27'>(&0.&O2("5-5/+7#+24(G0.&(2.5->(D2%"(W_$%"5%,/%(%6#76%-(#+&(#)(&0%(5,&%"2%/:#,(#)(6."5#+2(-585&.7(-%258,(-52/5$75,%2(&0.&(
)#+,-(&0%"%(K#2&(/#KK#,(#"585,(5,(&0%($"#75)%".:#,(#)(&0%(H%3(3./X(5,(&0%(K5-Va?24(G0%(-5.8".K(.72#(2+88%2&2(&0.&()#"K2(.,-(k.20(."%(2#K%0#H(-52:,/&(
%_$"%225#,2(#)(H%3(&%/0,#7#8'([.K#,8(#&0%"($#22537%(/"5:/52K2>(3+&(1(&05,X(&0%(&H#(&%/0,#7#85%2(."%(%K37%K.:/(#)(.()+,-.K%,&.7(2$75&(5,(0#H(&0%(H%3(
3%8.,(&#(3%(%_$7#5&%-(3'(/#K$.,5%2(-+"5,8(&0%(7.&%(a?2(.,-(%."7'(<???24
N5<%45%O0@@%"%M4"#4PK/%01%M0.%!514>,
     PR*UWG1IS(C(DE




)*      !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74


G052(275-%("%.77'(#,7'(K.X%2(2%,2%(H0%,($"%2%,:,84(G0%(RJJ(1,/(25&%(H.2(K'(6%"'(9"2&(H%3($"#^%/&>(.,-(5&(H.2($"%-#K5,.,&7'(.(K."X%:,8(6%05/7%4(B'(&0%(
:K%(&0%(2K.77(2&."&V+$(1(^#5,%-(3%8.,(H#"X5,8(#,(P"Q$#"&24/#K>(H%(0.-(2&+K37%-(5,&#(2#mH."%(-%6%7#$K%,&>(.(-#K.5,(#+"(75e7%(hH%3(-%258,i(9"K(H.2(
,#&(H%77(%l+5$$%-(&#($"#-+/%([,#&($"#9&.37'>(.,'H.'4
QR%4>5K(>4%>)%<",%(501(%45%4"@$%"A5K4%&#"1'%"1'%+G*%154%E"#$)D1(ST
     PR*UWG1IS(C(DE




                                   @4 B#&0(K."X%:,8(.,-(DE(."%(.3#+&(&"'5,8(
                                      &#(-%9,%(&0%(%_$%"5%,/%(#)(.(/#K$.,'O2(
                                      $"#-+/&(#"(2%"65/%4(D7:K.&%7'>(&0%'(."%(
                                      3#&0(.3#+&(&0%(3".,-4

                                   <4 G".-5:#,.77'>(&0%(P."X%:,8(J%$."&K%,&(
                                      0.2(#H,%-(&0%(h3".,-4i


))      !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
I"1U4%<)%"@@%VK,4%()4%"@51(W
     PR*UWG1IS(C(DE




     BRAND                                                                                                                  UX
                                                                                                       !"#$%&'$!"#($)*"#+,-./$0$1,23$45+63+



)!      !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74


1(-#,O&(K%.,(&#(2+88%2&(&0.&(&0#2%(/0."8%-(H5&0(#6%"2%%5,8(&0%(3".,-(.,-(&0#2%("%2$#,2537%()#"(/"%.:,8(h+2%"(%_$%"5%,/%2i(/.,O&>(-#,O&>(#"(0.6%(,#&(
/#77.3#".&%-4(B+&(1(&05,X(5&(52().5"(&#(2.'(&0.&(&0%("%7.:#,205$(52(#m%,444)".+80&(.,-(/#,&%,:#+24(R,-('%&4442&".&%85/(&05,X%"2()"#K(3#&0(/.K$2(2%%K(&#(3%(
n%"#5,8(5,(#,(&0%(2.K%(&."8%&4
G0%(B".,-(W_$%"5%,/%




)"   !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
:1)%3)L10D51
     GMW(B*RIJ(WE!W*1WIZW




 K         +,-./01,23,/,45.36073,89:,;55<208,/-69:,/,
           4.619=:>,35.?2=5>,6.,6.8/02@/A60BC
           ,
     BRAND               ,                                         D,E/.:F,G59H525.>,!"#$%&'()$*'+,I!**"J


)#      !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74


G0%()+,-.K%,&.7("%$+&.:#,(#)(.(3".,-(52(,#&(3.2%-(#,(H0.&(&0%(K."X%:,8(#"(.-6%":25,8(2.'2(.3#+&(5&>(5&(52(3.2%-(#,(&0%(/+2&#K%">(&0%(/#,2+K%">(&0%(
o+2%"op2(%_$%"5%,/%(#)(&0.&(/#K$.,'p2($"#-+/&(#"(2%"65/%4(
N5<%4>)%X)#2)/D51%5Y%4>)%&#"1'%R,%I#)"4)'
     GMW(B*RIJ(WE!W*1WIZW




          COMPANIES   Z#,&%,&                                      !"#-+/&2              Q%"65/%2                         W_$%"5%,/%2




                     q5%H%"                                         B+'%"                Z75%,&
                                                                                                                           )*6&723+&


                                                 PEOPLE
                    R+-5%,/%                                        D2%"               Z+2&#K%"



)$      !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74


g%&O2(2%%(0#H(&0.&($7.'2(#+&(./"#22(-5r%"%,&(&'$%2(#)(/#K$.,5%2>(5,(&%"K2(#)(0#H($%#$7%("%7.&%(&#(&0%5"($"#-+/&2(.,-(2%"65/%24
30,014)#E)'0"D1(%I51,KE)#%X)#2)/D51
     GMW(B*RIJ(WE!W*1WIZW




          COMPANIES   Z#,&%,&                                       !"#-+/&2               Q%"65/%2                          W_$%"5%,/%2




                                                               8,-,/59$:;"3+,36<3&([5,(#&0%"(H#"-2444DE




)%
                     q5%H%"
                    R+-5%,/%
                                                 PEOPLE
        !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
                                                                      B+'%"
                                                                      D2%"
                                                                                           Z75%,&
                                                                                         Z+2&#K%"
                                                                                                                             )*6&723+&



1,/"%.25,87'>(.77(&0%2%(&'$%2(#)(/#K$.,5%2(#H,(&0%(K.,5)%2&.:#,(.,-(-%756%"'(#)(&0%5"($"#-+/&(5,(&0%(-585&.7(2$./%>(.,-(&0%($%"/%$:#,(#)(&0#2%(/#K$.,5%2(
[.2(3".,-2(3%85,2(&#(5,/#"$#".&%(&0#2%(6%"'(/0.,,%7>(,#&(^+2&(&0%($"#-+/&2(#"(2%"65/%2(&0%'(."%(5,&%,-%-(&#(-%756%"4((Q#>(3%/.+2%(#)(&0%(-585&.7(%6#7+:#,(#)(
K#"%(&".-5:#,.77'(-%756%"%-($"#-+/&2(C(2%"65/%2>(/+2&#K%"(&#+/0$#5,&2(."%(,#H(#m%,(5,5:.77'(.,-(2#K%:K%2($"5K."57'(-585&.74(L0#(0.2(3%%,(-%9,5,8(&0%(
%_$%"5%,/%2(."#+,-(&0#2%(-585&.7(&#+/0$#5,&2s(D2%"(W_$%"5%,/%($"#)%225#,.724
R-
     30,014)#E)'0"D1(%I51,KE)#%X)#2)/D51




                                                                                                                                                   -
                                                                                                                                                   %-
     GMW(B*RIJ(WE!W*1WIZW




          COMPANIES   Z#,&%,&                                       !"#-+/&2             Q%"65/%2                      W_$%"5%,/%2




                                                               8,-,/59$:;"3+,36<3&([5,(#&0%"(H#"-2444DE




)&
                     q5%H%"
                    R+-5%,/%
                                                 PEOPLE
        !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
                                                                      B+'%"
                                                                      D2%"
                                                                                           Z75%,&
                                                                                         Z+2&#K%"
                                                                                                                        )*6&723+&



R2(2#K%(*DE()#7X2(,#&%-(l+5&%(/#""%/&7'>(&0%(%_&%,25#,(.,-($%")+25#,(#)(&0%(3".,-(%_$%"5%,/%(5,&#(&0%(-585&.7("%.7K(0.2(.72#(%K$#H%"%-(/#,2+K%"2(5,(
&0%5"("%7.:#,205$(H5&0(&0%(/#K$.,5%2(&0%'($.&"#,5n%4(1(H577(3%(-%765,8(5,&#(&052("%3.7.,/5,8(#)($#H%"(K#"%(/."%)+77'(.2(&052(-%/X(%6#76%24
R-
     I",)%M4K'0),




                                                                         -
                                                                        %-
     RPTIS(GMW(GM1ISQ(LM1ZM(LTDgJ(1P!*TqW(GMW(!*WQWIGRG1TI




          Note: During the discussion following my presentation, it
          became obvious that some of most of these ideas would
          be easier to process in light of real-world examples.
          As a result, the next iteration of this presentation will
          feature case studies prominently.




)'      !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
35),%4>0,%@55$%Y"E0@0"#W
     GMW(B*RIJ(WE!W*1WIZW




 K         L35.,5M45.250=5,/.2353,;.6H,:N5,39H,:6:/<,
           6;,20:5./=A603,O2:N,/0,6.8/02@/A6073,
           4.619=:3,/01,35.?2=53BC
                         ,                                                 D,P5:5.,E5.N6<@>,,-$.##/$0120            UX
)(      !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74


G#(&0%(-%8"%%(&0.&(.(-%258,%->(-585&.7(%_$%"5%,/%("%$"%2%,&2(.($"#-+/&(#"(2%"65/%(#)(.(/#K$.,'>(5&(0%7$2(/+7:6.&%(&0%("%$+&.:#,(#)(&0.&(3".,-444^+2&(.2(.(
$0'25/.7($"#-+/&(#"(2%"65/%(H#+7-4(Q#>(5,(.(H.'>(D2%"(W_$%"5%,/%(J%258,(0.2(o.7H.'2o(3%%,(.3#+&(&0%(3".,-(%_$%"5%,/%4(B+&(0#H(#m%,(0.2(&052(/#,2/5#+27'(
3%%,(&0%(/.2%s(M#H(#m%,(-#(&0%(5,$+&2(&0.&(-"56%(&0%(-%258,(#)(&0%(+2%"(%_$%"5%,/%(5,/7+-%(/#,25-%".:#,(#)(&0%(3".,-(2&".&%8'>(#)(&0%(+2%"d/+2&#K%"d
/#,2+K%"p2($%"/%$:#,(#)(&0%(3".,-s
N5<%"%&#"1'%!"9%&)%3)L1)'
     GMW(B*RIJ(WE!W*1WIZW

                                                                   Company
                                       Brand                         R3#+&(&0%444                R2$%/&(#)(&0%444


                                       1,&%,:#,()#"444
                                                                         Z#,&%,&>(!"#-+/&>(Q%"65/%
                                                                              #"(W_$%"5%,/%
                                     !%"/%$:#,(#)444


                                                    Consumer/User
!*      !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74


P."X%:,8(.,-(.-6%":25,8(/.,(5,k+%,/%(&0.&($%"/%$:#,>(3+&(./&+.7(%_$%"5%,/%(#)(&0%(/#K$.,'(.,-(5&2($"#-+/&2(.,-(2%"65/%2(."%(H0.&(-%9,%(&0%(
$%"/%$:#,4([;#"(3%e%"(#"()#"(H#"2%4
=>)#)%R,%&#"1'%-./)#0)12)'W
     GMW(B*RIJ(WE!W*1WIZW

                                                                   Company
                                       Brand
                                       Experienced
                                                                       R3#+&                                  T)

                                                                     R-6%":25,8                   !"#-+/&dQ%"65/%
                                              1,&%,:#,
                                                                     P."X%:,8                         J%258,

                                            !%"/%$:#,
                                                                    L#"-(#)(P#+&0
                                                                     *%$+&.:#,            X       !"#-+/&dQ%"65/%
                                                                                                    W_$%"5%,/%


                                                    Consumer/User
!)      !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74


G052(52(.,(5K$#"&.,&($#5,&F(H057%(&0%(5,&%"./:#,2(3%&H%%,(&0%(/#,2+K%"(.,-(.(/#K$.,5%2($"#-+/&2(.,-(2%"65/%2(K.'(&.X%($7./%(5,(.,'(K.,,%"(#)(/#,&%_&2(
#"(&0"#+80(6."5#+2(K%-5.>(&0%(o%_$%"5%,/%o(#)(&0%(3".,-("%25-%2(H5&0(&0%(/#,2+K%"4(L0%"%(.+-5%,/%(.$$"#$"5.&%>(2%K5#7#8'(.,-(K%-5.(&0%#"'(/.,(3%(
H#"X%-(5,(&#(3./X(+$(&052($#5,&4
=>)#)%R,%&#"1'%3)L1)'*%4>)1W
     GMW(B*RIJ(WE!W*1WIZW

                                                                   Company
                                       Brand
                                        Defined
                                                                       R3#+&               T)

                                                                     R-6%":25,8      !"#-+/&dQ%"65/%
                                              1,&%,:#,

                                                                                  X !"#-+/&dQ%"65/%
                                                                     P."X%:,8            J%258,

                                                                    L#"-(#)(P#+&0
                                            !%"/%$:#,
                                                                     *%$+&.:#,         W_$%"5%,/%


                                                    Consumer/User
!!      !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
N5<%"A5K4%+G*%",%"%'0,20/@01)W
     GMW(B*RIJ(WE!W*1WIZW

                                                                   Company
                                                UX                     R3#+&                                     T)


                                              1,&%,:#,
                                                                     R-6%":25,8
                                                                     P."X%:,8                            J%258, X
                                                                                                     !"#-+/&dQ%"65/%


                                                                    L#"-(#)(P#+&0                    !"#-+/&dQ%"65/%
                                            !%"/%$:#,
                                                                     *%$+&.:#,                         W_$%"5%,/%


                                                    Consumer/User
!"      !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74


L0%,(1(&.7X(.3#+&(5,2%":,8(3".,-(5,&#(&0%(DE>(1(-#(,#&(K%.,(+,-%"2&.,-5,8(&0%(&#,%(.,-(6#5/%(.,-(&0%(3".,-(5-%,:&'(.,-(K.X5,8(2+"%(&0%(DE(0.2(&0%(
/#""%/&(7##X(.,-()%%74(1(K%.,(&05,X5,8(.3#+&(&0%()%.&+"%2(.,-()+,/:#,2(.2(H%77(.2(&0%5"(5K$7%K%,&.:#,(5,(7580&(#)(H0.&(&0%(3".,-(2&.,-2()#"(.,-("%$"%2%,&2(
5,(&0%(K5,-(#)(&0%(/#,2+K%"4(G0%(/#,2+K%"d+2%"p2($%"/%$:#,(#)(&0%(-585&.7(%_$%"5%,/%(20#+7-(3%(/#,252&%,&(H5&0(&0%5"(%_$%/&.:#,(#)(&0%(3".,-([#"(
3%e%"t(1,,#6.:6%(D2%"(W_$%"5%,/%(-%258,>(.2(H5&0(.,'(3"%.X&0"#+80($"#-+/&>(/.,(0%7$("%-%9,%(&0%($%"/%$:#,(#)(.(3".,-4
R-
     N5<%"A5K4%+G*%",%"%'0,20/@01)W




                                                                                                                                                     -
                                                                                                                                                     %-
     GMW(B*RIJ(WE!W*1WIZW

                                                                   Company
                                       Brand                           R3#+&                                     T)

                                                                     R-6%":25,8                      !"#-+/&dQ%"65/%
                                              1,&%,:#,
                                                                     P."X%:,8                            J%258,

                                                                    L#"-(#)(P#+&0                    !"#-+/&dQ%"65/%
                                            !%"/%$:#,
                                                                     *%$+&.:#,                         W_$%"5%,/%


                                                    Consumer/User
!#      !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74


J+"5,8(&0%($#2&V$"%2%,&.:#,(-52/+225#,>(2%6%".7(.e%,-%%2(l+%2:#,%-(&0%(2%%K5,87'(9_%-(.,-(2&.:/(-5.8".K(#)(&0%("%7.:#,205$(3%&H%%,(3".,-2(.,-(
/#,2+K%"2(.2(H%77(.2($%"/%$:#,(.,-(5,&%,&4(1,(20#"&>(&0%(/#""%/&7'(."8+%-(&0.&(&052(-5.8".K(-#%2(,#&(/#,6%'(&0%(K#"%(-',.K5/(.,-(k+5-(,.&+"%(#)(&0%2%(
-5K%,25#,24(1O6%(.--%-(&0%(.""#H2(.3#6%(.2(.(,#-(&#(&0.&(/"5:l+%>(.,-(1(H577(3%("%&05,X5,8(&052(-5.8".K(.//#"-5,87'4(R72#>(u*DE%"(YK#^#8+nn5(."8+%-()#"(
$7./%K%,&(#)(&0%(hEi(#,(&0%(75,%(3%&H%%,(1,&%,:#,(.,-(!%"/%$:#,([#,(&0%($"%65#+2(275-%>(".&0%"(&0.,(2&"5/&7'(5,(&0%(1,&%,:#,(#)(&0%(J%258,>(,#:,8(&0%(
5K$#"&.,/%(#)(+2%"(%K$.&0'(5,(-%258,5,8()#"(DE4(1(-#,O&(.8"%%(&0.&(%K$.&0'(/0.,8%2(&0%(7#/+2(#)(&0%(%_$%"5%,/%>(3+&(5&(52(.(-52/+225#,(H#"&0(0.65,8(.&(
8"%.&%"(7%,8&04
&0(%M4"4)E)14
     GMW(B*RIJ(WE!W*1WIZW




           +3,LQ,4./=AA605.3>,O5,/.5,20=.5/3208<F,/3R51,:6,
           153280,:N5,H63:,32802S=/0:,20:5.;/=53,-5:O550,
           =6039H5.,/01,-./013T,O5,/.5,15S0208,:N5,4.2H/.F,
           369.=53,6;,-./01,H5/0208B



!$      !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74


R2(&0%(6."5#+2($."&2(#)(.(/#K$.,'(0.6%(3%%,(K.,5)%2&%-(-585&.77'>(DE($"#)%225#,.72(0.6%(2%%,(&0%(2/#$%(#)(&0%5"(5,k+%,/%(5,/"%.2%444&#(.(-%8"%%4(M%,/%(.77(
&0%(-52/+225#,(.3#+&(DE(&.X%#6%"(#"(8%v,8(.(2%.&(.&(&0%(&.37%4(B+&(5)('#+(H.,&(.(2%.&(.&(&0%(&.37%>('#+(0.6%(&#(%.",(5&4(R2(K+/0(.2(5&(52(.(-522%"65/%(&#(,#&(
"%$"%2%,&(&0%(/#,2+K%"d+2%"p2(5,&%"%2&2(5,(&0%(-%9,5:#,d"%l+5"%K%,&2(#)(&0%(%_$%"5%,/%>('#+(/#+7-(/#,25-%"(5&(K.7$"./:/%(,#&(&#(.//#+,&()#"(&0%(3".,-4
DE(w(B".,-




!%   !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
!"#$)D1(%"1'%+GJ%M)/"#"4)'%"4%&0#4>
     DE(w(B*RIJ




                                                                            K."X%:,8
                                                                                        3".,-
                                                                    k.20               2&".&%8'
                                                          5K.8%2

                                                              H%3

                                                           MGPg
                                                                    )#"K2                DE
                                                                             +:75&'



!&      !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74


1)(&052(52(H0%"%(DE(2&."&%-444
!"#$)D1(%Z%+GJ%[>)%MKE%R,%?#)"4)#%4>"1%4>)%X"#4,%
     DE(w(B*RIJ




                                                      K."X%:,8
                                                                       3".,-
         k.20                                                         2&".&%8'


                                                                                 =
       )#"K2                                                            DE
                                                             +:75&'



!'      !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74


444H0%"%(52(5&(0%.-%-s
IK,45E)#%-./)#0)12)J%[>)%R14)#,)2D51%5Y%+G%%!"#$)D1(
     DE(w(B*RIJ




                                                      K."X%:,8
                                                                       3".,-
         k.20                                                         2&".&%8'


                                                                                                        IG
          1EJ                                                           DE
                                                             +:75&'



!(      !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74


12(&0%(+7:K.&%(%_$"%225#,(#)(#+"(-52/5$75,%(,#&(DE([H0%,(75K5&%-(&#(-585&.7(%_$%"5%,/%2>(3+&(&0%(7."8%"(Z+2&#K%"(W_$%"5%,/%s(R2(DE(-%258,(8"#H2(&#(
%,/#K$.22(3"#.-%"(5,&%"./:#,2(3%&H%%,(/#,2+K%"2(.,-(/#K$.,5%2>(5&(3%0##6%2(+2(&#(7%.",(.3#+&(3+25,%22(.,-(#$%".:#,.7($"#/%22%24(M#H(%72%(&#(0.6%(
.,(5,)#"K%-(#$5,5#,(.3#+&(.,'(/0.,8%2(,%/%22."'(&#(5K$"#6%(&0%(%_$%"5%,/%(#)(&0%(/+2&#K%"(H057%(.72#("%$"%2%,:,8(&0%(5,&%"%2&2(#)(&0%(3".,-s
6%IK,45E)#%-./)#0)12)%A9%619%:4>)#%7"E)SSS
     DE(w(B*RIJ




                                                                   Brand Experience
                                                      Customer Experience
                                                                    Service Design
                                                                   User Experience

"*      !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74


L0%,('#+(/#,25-%"(.77(&0%($0".2%2(+2%-(3'(6."5#+2()#7X2("%2$#,2537%()#"(.(3".,-O2("%7.:#,205$(&#(5&2(/#,2+K%"2>('#+(,#:/%(&0.&(&0%'(.77(2%%K(&#(K%.,(&0%(
2.K%(&05,8>("%8."-7%22(#)(H0%&0%"(&0%'(#"585,.&%(H5&0(K."X%:,8>(2&".&%8'>(#"(-%258,4(
G0%(R"8+K%,&F(L0'(5&(K.e%"2




")   !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
=>9%4>)%#)@"D51,>0/%A)4<))1%+G%"1'%&#"1'%E"])#,
     GMW(R*SDPWIG




        U6005=A603,-5:O550,-./013,/01,2012?219/<3,
        /.5,20=.5/3208<F,H512/:51>,;/=2<2:/:51>,/01,
        50/-<51,-F,1282:/<,5M45.250=53B



"!     !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
=>9%4>)%#)@"D51,>0/%A)4<))1%+G%"1'%&#"1'%E"])#,
     GMW(R*SDPWIG




        V5=N06<68F,/<<6O3,;6.,5?5.,H6.5,20AH/:5,
        =6005=A603,-5:O550,-./013,/01,2012?219/<3,
        /01,20:5032S53,:N635,.5</A603N243B



""     !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74


R,-(3'(h5,:K.&%i(1(K%.,(3#&0(5,(&%"K2(#)($"#_5K5&'(.,-($%"2#,.74
=>9%4>)%#)@"D51,>0/%A)4<))1%+G%"1'%&#"1'%E"])#,
     GMW(R*SDPWIG




"#     !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74


R-6.,/%2(5,(&0%(-%6%7#$K%,&(#)(2#V/.77%-(,.&+".7(+2%"(5,&%")./%2([ID12(0.6%(.,-(H577(/#,:,+%(&#(.//%7%".&%(&052($"#/%224
=>9%4>)%#)@"D51,>0/%A)4<))1%+G%"1'%&#"1'%E"])#,
     GMW(R*SDPWIG




                                                                                 NW4XYYOOOBZ2=R.B=6HY4N6:63Y4/9<HY)$'##)'')(Y


"$     !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74


I#&(#,7'(52(&0%(-585&.7(3.""5%"(3%&H%%,(3".,-2(.,-($%#$7%(%"#-5,8>(&0%(.8%(.&(H05/0(5,-565-+.72(3%85,(&#(5,&%"./&(H5&0(3".,-2(8%&2('#+,8%"(.,-('#+,8%"4
&#"1'%%+GJ%[<5%(#)"4%4",4),%4>"4%,>5K@'%4",4)%(#)"4%45()4>)#S
     MWNt(NTD(STG(NTD*(B*RIJ(1I(PN(DQW*(WE!W*1WIZWt(PPPP444JWg1Z1TDQt




                                                                                                                            NW4XYYF69:9B-5YS1O(!6/N1[


"%      !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74


G052(275-%(K.'(8#(&0%(H.'(#)(#&0%"(-."75,82>(2+/0(.2(&0%(2:77()"#K(Z7#2%(W,/#+,&%"2(H0%"%(*#'(I%."'(2.'2>(5,("%2$#,2%(&#(^+2&(0.65,8(/".m%-(.(
"%$"%2%,&.:#,(#)(J%657O2(G#H%"(#+&(#)(K.20%-($#&.&#%2>(hG052(K%.,2(2#K%&05,84(G052(52(5K$#"&.,&4i
Q&A
"&
          g%&O2(&.7X4(xy(uDE(C(uB".,-

          !"#$%&"'()#*%+,)#%-./)#0)12)%30#)245#
          *#+,-."/0(12#3."
          K3.-8%"Y"#+,-."/052#3."4/#K
          Y"#+,-."/052#3."((z((YK3.-8%"



     !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74

More Related Content

What's hot

Preparing for the Rising Tide: Executive Summary
Preparing for the Rising Tide: Executive SummaryPreparing for the Rising Tide: Executive Summary
Preparing for the Rising Tide: Executive Summaryclimate central
 
illustration art market report illustrated gallery
illustration art market report illustrated galleryillustration art market report illustrated gallery
illustration art market report illustrated galleryIngrid Bond
 
Content exchanges for_trailblazers
Content exchanges for_trailblazersContent exchanges for_trailblazers
Content exchanges for_trailblazersTeam_TBD
 
A estetica da recepção e as prátocas de leitura do bibliotecário
A estetica da recepção e as prátocas de leitura do bibliotecárioA estetica da recepção e as prátocas de leitura do bibliotecário
A estetica da recepção e as prátocas de leitura do bibliotecárioDaliane Nascimento
 
One On One with Stephen Brant of Hitachi (Consulting magazine)
One On One with Stephen Brant of Hitachi (Consulting magazine)One On One with Stephen Brant of Hitachi (Consulting magazine)
One On One with Stephen Brant of Hitachi (Consulting magazine)Jacqueline Durett
 
Friends Around - РИФ 2010
Friends Around - РИФ 2010Friends Around - РИФ 2010
Friends Around - РИФ 2010Dmitry Altukhov
 
One On One With Oliver Wyman's Carole France (Consulting magazine)
One On One With Oliver Wyman's Carole France (Consulting magazine)One On One With Oliver Wyman's Carole France (Consulting magazine)
One On One With Oliver Wyman's Carole France (Consulting magazine)Jacqueline Durett
 
Masters Thesis - Matti Jutila
Masters Thesis - Matti JutilaMasters Thesis - Matti Jutila
Masters Thesis - Matti JutilaMatti Jutila
 
Historiografía de la educación comie selección
Historiografía de la educación comie selecciónHistoriografía de la educación comie selección
Historiografía de la educación comie selecciónnada
 
Biodigestion Poster URSS revised
Biodigestion Poster URSS revisedBiodigestion Poster URSS revised
Biodigestion Poster URSS revisedKevin Betz
 
Gccp Re Investment Strategy Paper
Gccp Re Investment Strategy PaperGccp Re Investment Strategy Paper
Gccp Re Investment Strategy Papermjwhite
 
Investment in the Silicon Valley Mobile Industry
Investment in the Silicon Valley Mobile IndustryInvestment in the Silicon Valley Mobile Industry
Investment in the Silicon Valley Mobile Industrykateimbach
 
Young Lions Media 2011 / SPYL509
Young Lions Media 2011 / SPYL509Young Lions Media 2011 / SPYL509
Young Lions Media 2011 / SPYL509Vane Marín
 
Sur Int Presentacion Mercados Secundariosv1
Sur Int Presentacion Mercados Secundariosv1Sur Int Presentacion Mercados Secundariosv1
Sur Int Presentacion Mercados Secundariosv1Adolfo Cancelo
 
Alcatel lucent-michael cooper
Alcatel lucent-michael cooperAlcatel lucent-michael cooper
Alcatel lucent-michael cooperCarl Ford
 
Good Informatics Practices Business Model For Cloud
Good Informatics Practices Business Model For CloudGood Informatics Practices Business Model For Cloud
Good Informatics Practices Business Model For Cloudanetteasher
 
Observatoire des taxes foncières - Période 2012 / 2017
Observatoire des taxes foncières - Période 2012 / 2017Observatoire des taxes foncières - Période 2012 / 2017
Observatoire des taxes foncières - Période 2012 / 2017Monimmeuble.com
 
Resonant cavitiesbyrd
Resonant cavitiesbyrdResonant cavitiesbyrd
Resonant cavitiesbyrdkhanafzaal
 
One planet action plan sustainability toolkit
One planet action plan sustainability toolkitOne planet action plan sustainability toolkit
One planet action plan sustainability toolkitActionGood
 

What's hot (19)

Preparing for the Rising Tide: Executive Summary
Preparing for the Rising Tide: Executive SummaryPreparing for the Rising Tide: Executive Summary
Preparing for the Rising Tide: Executive Summary
 
illustration art market report illustrated gallery
illustration art market report illustrated galleryillustration art market report illustrated gallery
illustration art market report illustrated gallery
 
Content exchanges for_trailblazers
Content exchanges for_trailblazersContent exchanges for_trailblazers
Content exchanges for_trailblazers
 
A estetica da recepção e as prátocas de leitura do bibliotecário
A estetica da recepção e as prátocas de leitura do bibliotecárioA estetica da recepção e as prátocas de leitura do bibliotecário
A estetica da recepção e as prátocas de leitura do bibliotecário
 
One On One with Stephen Brant of Hitachi (Consulting magazine)
One On One with Stephen Brant of Hitachi (Consulting magazine)One On One with Stephen Brant of Hitachi (Consulting magazine)
One On One with Stephen Brant of Hitachi (Consulting magazine)
 
Friends Around - РИФ 2010
Friends Around - РИФ 2010Friends Around - РИФ 2010
Friends Around - РИФ 2010
 
One On One With Oliver Wyman's Carole France (Consulting magazine)
One On One With Oliver Wyman's Carole France (Consulting magazine)One On One With Oliver Wyman's Carole France (Consulting magazine)
One On One With Oliver Wyman's Carole France (Consulting magazine)
 
Masters Thesis - Matti Jutila
Masters Thesis - Matti JutilaMasters Thesis - Matti Jutila
Masters Thesis - Matti Jutila
 
Historiografía de la educación comie selección
Historiografía de la educación comie selecciónHistoriografía de la educación comie selección
Historiografía de la educación comie selección
 
Biodigestion Poster URSS revised
Biodigestion Poster URSS revisedBiodigestion Poster URSS revised
Biodigestion Poster URSS revised
 
Gccp Re Investment Strategy Paper
Gccp Re Investment Strategy PaperGccp Re Investment Strategy Paper
Gccp Re Investment Strategy Paper
 
Investment in the Silicon Valley Mobile Industry
Investment in the Silicon Valley Mobile IndustryInvestment in the Silicon Valley Mobile Industry
Investment in the Silicon Valley Mobile Industry
 
Young Lions Media 2011 / SPYL509
Young Lions Media 2011 / SPYL509Young Lions Media 2011 / SPYL509
Young Lions Media 2011 / SPYL509
 
Sur Int Presentacion Mercados Secundariosv1
Sur Int Presentacion Mercados Secundariosv1Sur Int Presentacion Mercados Secundariosv1
Sur Int Presentacion Mercados Secundariosv1
 
Alcatel lucent-michael cooper
Alcatel lucent-michael cooperAlcatel lucent-michael cooper
Alcatel lucent-michael cooper
 
Good Informatics Practices Business Model For Cloud
Good Informatics Practices Business Model For CloudGood Informatics Practices Business Model For Cloud
Good Informatics Practices Business Model For Cloud
 
Observatoire des taxes foncières - Période 2012 / 2017
Observatoire des taxes foncières - Période 2012 / 2017Observatoire des taxes foncières - Période 2012 / 2017
Observatoire des taxes foncières - Période 2012 / 2017
 
Resonant cavitiesbyrd
Resonant cavitiesbyrdResonant cavitiesbyrd
Resonant cavitiesbyrd
 
One planet action plan sustainability toolkit
One planet action plan sustainability toolkitOne planet action plan sustainability toolkit
One planet action plan sustainability toolkit
 

Viewers also liked

iBeacons & UX: What they are and why you should care
iBeacons & UX: What they are and why you should careiBeacons & UX: What they are and why you should care
iBeacons & UX: What they are and why you should careMark Badger
 
Brand's attack on ux
Brand's attack on uxBrand's attack on ux
Brand's attack on uxParis
 
Your Environment Is the Interface: Using iBeacon to Enhance the UX of Place
Your Environment Is the Interface: Using iBeacon to Enhance the UX of PlaceYour Environment Is the Interface: Using iBeacon to Enhance the UX of Place
Your Environment Is the Interface: Using iBeacon to Enhance the UX of PlaceMark Badger
 
4 introduction-php-mvc-cakephp-m4-controllers-slides
4 introduction-php-mvc-cakephp-m4-controllers-slides4 introduction-php-mvc-cakephp-m4-controllers-slides
4 introduction-php-mvc-cakephp-m4-controllers-slidesMasterCode.vn
 
Creating Meaningful Digital Experiences
Creating Meaningful Digital ExperiencesCreating Meaningful Digital Experiences
Creating Meaningful Digital ExperiencesMark Badger
 
Evaluation question 2
Evaluation question 2Evaluation question 2
Evaluation question 2Samjohnson98
 
Rigging Portainer - Grab Tubular
Rigging Portainer - Grab TubularRigging Portainer - Grab Tubular
Rigging Portainer - Grab TubularLucas Ventura
 
геометрична прогресія
геометрична прогресіягеометрична прогресія
геометрична прогресіяkristina_chepil
 
Sentence and its Parts
Sentence and its PartsSentence and its Parts
Sentence and its Partsyannieethan
 
Identity and Articulations of Belonging- A Background Study on the Pemba of C...
Identity and Articulations of Belonging- A Background Study on the Pemba of C...Identity and Articulations of Belonging- A Background Study on the Pemba of C...
Identity and Articulations of Belonging- A Background Study on the Pemba of C...Wanja Munaita
 
Resume Building Worksheet (2)
Resume Building Worksheet (2)Resume Building Worksheet (2)
Resume Building Worksheet (2)Katherine Heard
 
Fully Online Autism Courses_Summer Term 2016
Fully Online Autism Courses_Summer Term 2016Fully Online Autism Courses_Summer Term 2016
Fully Online Autism Courses_Summer Term 2016Tracy Williams-Murphy
 
2012.5 Colloquium of the IAA 7 May 2012 MBR9 ( by C.F. Yam 任志辉)
2012.5 Colloquium of the IAA 7 May 2012 MBR9 ( by C.F. Yam 任志辉)2012.5 Colloquium of the IAA 7 May 2012 MBR9 ( by C.F. Yam 任志辉)
2012.5 Colloquium of the IAA 7 May 2012 MBR9 ( by C.F. Yam 任志辉)CF Yam
 
Patrick O'Sullivan Dispute Resolution Boards
Patrick O'Sullivan Dispute Resolution BoardsPatrick O'Sullivan Dispute Resolution Boards
Patrick O'Sullivan Dispute Resolution BoardsResolution Institute
 

Viewers also liked (16)

iBeacons & UX: What they are and why you should care
iBeacons & UX: What they are and why you should careiBeacons & UX: What they are and why you should care
iBeacons & UX: What they are and why you should care
 
Brand's attack on ux
Brand's attack on uxBrand's attack on ux
Brand's attack on ux
 
Your Environment Is the Interface: Using iBeacon to Enhance the UX of Place
Your Environment Is the Interface: Using iBeacon to Enhance the UX of PlaceYour Environment Is the Interface: Using iBeacon to Enhance the UX of Place
Your Environment Is the Interface: Using iBeacon to Enhance the UX of Place
 
4 introduction-php-mvc-cakephp-m4-controllers-slides
4 introduction-php-mvc-cakephp-m4-controllers-slides4 introduction-php-mvc-cakephp-m4-controllers-slides
4 introduction-php-mvc-cakephp-m4-controllers-slides
 
Creating Meaningful Digital Experiences
Creating Meaningful Digital ExperiencesCreating Meaningful Digital Experiences
Creating Meaningful Digital Experiences
 
Evaluation question 2
Evaluation question 2Evaluation question 2
Evaluation question 2
 
Rigging Portainer - Grab Tubular
Rigging Portainer - Grab TubularRigging Portainer - Grab Tubular
Rigging Portainer - Grab Tubular
 
геометрична прогресія
геометрична прогресіягеометрична прогресія
геометрична прогресія
 
Sentence and its Parts
Sentence and its PartsSentence and its Parts
Sentence and its Parts
 
Identity and Articulations of Belonging- A Background Study on the Pemba of C...
Identity and Articulations of Belonging- A Background Study on the Pemba of C...Identity and Articulations of Belonging- A Background Study on the Pemba of C...
Identity and Articulations of Belonging- A Background Study on the Pemba of C...
 
Trabajo 1
Trabajo 1Trabajo 1
Trabajo 1
 
Resume Building Worksheet (2)
Resume Building Worksheet (2)Resume Building Worksheet (2)
Resume Building Worksheet (2)
 
Fully Online Autism Courses_Summer Term 2016
Fully Online Autism Courses_Summer Term 2016Fully Online Autism Courses_Summer Term 2016
Fully Online Autism Courses_Summer Term 2016
 
2012.5 Colloquium of the IAA 7 May 2012 MBR9 ( by C.F. Yam 任志辉)
2012.5 Colloquium of the IAA 7 May 2012 MBR9 ( by C.F. Yam 任志辉)2012.5 Colloquium of the IAA 7 May 2012 MBR9 ( by C.F. Yam 任志辉)
2012.5 Colloquium of the IAA 7 May 2012 MBR9 ( by C.F. Yam 任志辉)
 
Patrick O'Sullivan Dispute Resolution Boards
Patrick O'Sullivan Dispute Resolution BoardsPatrick O'Sullivan Dispute Resolution Boards
Patrick O'Sullivan Dispute Resolution Boards
 
Mapas mentales
Mapas mentalesMapas mentales
Mapas mentales
 

Similar to Brand & UX: Toward a New Interpretation (Version 2)

Targeted investment in livestock research helps achieve the Sustainable Devel...
Targeted investment in livestock research helps achieve the Sustainable Devel...Targeted investment in livestock research helps achieve the Sustainable Devel...
Targeted investment in livestock research helps achieve the Sustainable Devel...ILRI
 
Startershandboek
StartershandboekStartershandboek
Startershandboekdijkhuizen
 
Wikimedia UK Keynote Presentation
Wikimedia UK Keynote Presentation Wikimedia UK Keynote Presentation
Wikimedia UK Keynote Presentation Ollie Bray
 
9t rainforest menus
9t rainforest menus9t rainforest menus
9t rainforest menusAshleigh100
 
GCEMED2012 Rassegna stampa cartacei
GCEMED2012 Rassegna stampa cartaceiGCEMED2012 Rassegna stampa cartacei
GCEMED2012 Rassegna stampa cartaceiElaborAZIONI.org
 
Steve Ressler, GovLoop
Steve Ressler, GovLoopSteve Ressler, GovLoop
Steve Ressler, GovLoopTod Plotkin
 
The Lean Startup - simplified
The Lean Startup - simplifiedThe Lean Startup - simplified
The Lean Startup - simplifiedStefano Bernardi
 
Temps forts Printemps de la Beauté
Temps forts Printemps de la BeautéTemps forts Printemps de la Beauté
Temps forts Printemps de la BeautéCustomer Insight
 
Temps forts Printemps de la Beauté
Temps forts Printemps de la BeautéTemps forts Printemps de la Beauté
Temps forts Printemps de la BeautéCustomer Insight
 
DiplomadoIABMex_Equipo6
DiplomadoIABMex_Equipo6DiplomadoIABMex_Equipo6
DiplomadoIABMex_Equipo6jorgemacias23
 
Proactief Netwerken
Proactief NetwerkenProactief Netwerken
Proactief NetwerkenJan Jacobs
 
Creative Direction
Creative DirectionCreative Direction
Creative Directionsara8487
 
ArcLight Cinemas
ArcLight CinemasArcLight Cinemas
ArcLight CinemasMike Jensen
 
Droidcon 2011: Android in Social Networks - Jens Mücke, XING
Droidcon 2011: Android in Social Networks - Jens Mücke, XINGDroidcon 2011: Android in Social Networks - Jens Mücke, XING
Droidcon 2011: Android in Social Networks - Jens Mücke, XINGDroidcon Berlin
 
SEO - It Works Even if You Don’t Know How or Why
SEO - It Works Even if You Don’t Know How or Why SEO - It Works Even if You Don’t Know How or Why
SEO - It Works Even if You Don’t Know How or Why Wolfgang Weicht
 
8 Steps to Maximize Your Financial Aid Package
8 Steps to Maximize Your Financial Aid Package8 Steps to Maximize Your Financial Aid Package
8 Steps to Maximize Your Financial Aid PackageBrian Davidson
 
[Harvard CS264] 04 - Intermediate-level CUDA Programming
[Harvard CS264] 04 - Intermediate-level CUDA Programming[Harvard CS264] 04 - Intermediate-level CUDA Programming
[Harvard CS264] 04 - Intermediate-level CUDA Programmingnpinto
 

Similar to Brand & UX: Toward a New Interpretation (Version 2) (20)

Targeted investment in livestock research helps achieve the Sustainable Devel...
Targeted investment in livestock research helps achieve the Sustainable Devel...Targeted investment in livestock research helps achieve the Sustainable Devel...
Targeted investment in livestock research helps achieve the Sustainable Devel...
 
Startershandboek
StartershandboekStartershandboek
Startershandboek
 
Wikimedia UK Keynote Presentation
Wikimedia UK Keynote Presentation Wikimedia UK Keynote Presentation
Wikimedia UK Keynote Presentation
 
9t rainforest menus
9t rainforest menus9t rainforest menus
9t rainforest menus
 
GCEMED2012 Rassegna stampa cartacei
GCEMED2012 Rassegna stampa cartaceiGCEMED2012 Rassegna stampa cartacei
GCEMED2012 Rassegna stampa cartacei
 
Steve Ressler, GovLoop
Steve Ressler, GovLoopSteve Ressler, GovLoop
Steve Ressler, GovLoop
 
referente
referentereferente
referente
 
Mv10 all oneslides-100408
Mv10 all oneslides-100408Mv10 all oneslides-100408
Mv10 all oneslides-100408
 
The Lean Startup - simplified
The Lean Startup - simplifiedThe Lean Startup - simplified
The Lean Startup - simplified
 
Temps forts Printemps de la Beauté
Temps forts Printemps de la BeautéTemps forts Printemps de la Beauté
Temps forts Printemps de la Beauté
 
Temps forts Printemps de la Beauté
Temps forts Printemps de la BeautéTemps forts Printemps de la Beauté
Temps forts Printemps de la Beauté
 
DiplomadoIABMex_Equipo6
DiplomadoIABMex_Equipo6DiplomadoIABMex_Equipo6
DiplomadoIABMex_Equipo6
 
SAP Sales Automation
SAP Sales Automation SAP Sales Automation
SAP Sales Automation
 
Proactief Netwerken
Proactief NetwerkenProactief Netwerken
Proactief Netwerken
 
Creative Direction
Creative DirectionCreative Direction
Creative Direction
 
ArcLight Cinemas
ArcLight CinemasArcLight Cinemas
ArcLight Cinemas
 
Droidcon 2011: Android in Social Networks - Jens Mücke, XING
Droidcon 2011: Android in Social Networks - Jens Mücke, XINGDroidcon 2011: Android in Social Networks - Jens Mücke, XING
Droidcon 2011: Android in Social Networks - Jens Mücke, XING
 
SEO - It Works Even if You Don’t Know How or Why
SEO - It Works Even if You Don’t Know How or Why SEO - It Works Even if You Don’t Know How or Why
SEO - It Works Even if You Don’t Know How or Why
 
8 Steps to Maximize Your Financial Aid Package
8 Steps to Maximize Your Financial Aid Package8 Steps to Maximize Your Financial Aid Package
8 Steps to Maximize Your Financial Aid Package
 
[Harvard CS264] 04 - Intermediate-level CUDA Programming
[Harvard CS264] 04 - Intermediate-level CUDA Programming[Harvard CS264] 04 - Intermediate-level CUDA Programming
[Harvard CS264] 04 - Intermediate-level CUDA Programming
 

Recently uploaded

Editorial design Magazine design project.pdf
Editorial design Magazine design project.pdfEditorial design Magazine design project.pdf
Editorial design Magazine design project.pdftbatkhuu1
 
The history of music videos a level presentation
The history of music videos a level presentationThe history of music videos a level presentation
The history of music videos a level presentationamedia6
 
Escorts Service Basapura ☎ 7737669865☎ Book Your One night Stand (Bangalore)
Escorts Service Basapura ☎ 7737669865☎ Book Your One night Stand (Bangalore)Escorts Service Basapura ☎ 7737669865☎ Book Your One night Stand (Bangalore)
Escorts Service Basapura ☎ 7737669865☎ Book Your One night Stand (Bangalore)amitlee9823
 
Kala jadu for love marriage | Real amil baba | Famous amil baba | kala jadu n...
Kala jadu for love marriage | Real amil baba | Famous amil baba | kala jadu n...Kala jadu for love marriage | Real amil baba | Famous amil baba | kala jadu n...
Kala jadu for love marriage | Real amil baba | Famous amil baba | kala jadu n...babafaisel
 
The_Canvas_of_Creative_Mastery_Newsletter_April_2024_Version.pdf
The_Canvas_of_Creative_Mastery_Newsletter_April_2024_Version.pdfThe_Canvas_of_Creative_Mastery_Newsletter_April_2024_Version.pdf
The_Canvas_of_Creative_Mastery_Newsletter_April_2024_Version.pdfAmirYakdi
 
VIP Call Girls Service Mehdipatnam Hyderabad Call +91-8250192130
VIP Call Girls Service Mehdipatnam Hyderabad Call +91-8250192130VIP Call Girls Service Mehdipatnam Hyderabad Call +91-8250192130
VIP Call Girls Service Mehdipatnam Hyderabad Call +91-8250192130Suhani Kapoor
 
Verified Trusted Call Girls Adugodi💘 9352852248 Good Looking standard Profil...
Verified Trusted Call Girls Adugodi💘 9352852248  Good Looking standard Profil...Verified Trusted Call Girls Adugodi💘 9352852248  Good Looking standard Profil...
Verified Trusted Call Girls Adugodi💘 9352852248 Good Looking standard Profil...kumaririma588
 
Top Rated Pune Call Girls Saswad ⟟ 6297143586 ⟟ Call Me For Genuine Sex Serv...
Top Rated  Pune Call Girls Saswad ⟟ 6297143586 ⟟ Call Me For Genuine Sex Serv...Top Rated  Pune Call Girls Saswad ⟟ 6297143586 ⟟ Call Me For Genuine Sex Serv...
Top Rated Pune Call Girls Saswad ⟟ 6297143586 ⟟ Call Me For Genuine Sex Serv...Call Girls in Nagpur High Profile
 
DragonBall PowerPoint Template for demo.pptx
DragonBall PowerPoint Template for demo.pptxDragonBall PowerPoint Template for demo.pptx
DragonBall PowerPoint Template for demo.pptxmirandajeremy200221
 
Punjabi Housewife Call Girls Service Gomti Nagar \ 9548273370 Indian Call Gir...
Punjabi Housewife Call Girls Service Gomti Nagar \ 9548273370 Indian Call Gir...Punjabi Housewife Call Girls Service Gomti Nagar \ 9548273370 Indian Call Gir...
Punjabi Housewife Call Girls Service Gomti Nagar \ 9548273370 Indian Call Gir...nagunakhan
 
AMBER GRAIN EMBROIDERY | Growing folklore elements | Root-based materials, w...
AMBER GRAIN EMBROIDERY | Growing folklore elements |  Root-based materials, w...AMBER GRAIN EMBROIDERY | Growing folklore elements |  Root-based materials, w...
AMBER GRAIN EMBROIDERY | Growing folklore elements | Root-based materials, w...BarusRa
 
VIP Call Girl Amravati Aashi 8250192130 Independent Escort Service Amravati
VIP Call Girl Amravati Aashi 8250192130 Independent Escort Service AmravatiVIP Call Girl Amravati Aashi 8250192130 Independent Escort Service Amravati
VIP Call Girl Amravati Aashi 8250192130 Independent Escort Service AmravatiSuhani Kapoor
 
SCRIP Lua HTTP PROGRACMACION PLC WECON CA
SCRIP Lua HTTP PROGRACMACION PLC  WECON CASCRIP Lua HTTP PROGRACMACION PLC  WECON CA
SCRIP Lua HTTP PROGRACMACION PLC WECON CANestorGamez6
 
Design Inspiration for College by Slidesgo.pptx
Design Inspiration for College by Slidesgo.pptxDesign Inspiration for College by Slidesgo.pptx
Design Inspiration for College by Slidesgo.pptxTusharBahuguna2
 
CALL ON ➥8923113531 🔝Call Girls Kalyanpur Lucknow best Female service 🧵
CALL ON ➥8923113531 🔝Call Girls Kalyanpur Lucknow best Female service  🧵CALL ON ➥8923113531 🔝Call Girls Kalyanpur Lucknow best Female service  🧵
CALL ON ➥8923113531 🔝Call Girls Kalyanpur Lucknow best Female service 🧵anilsa9823
 
Petrosains Drama Competition (PSDC).pptx
Petrosains Drama Competition (PSDC).pptxPetrosains Drama Competition (PSDC).pptx
Petrosains Drama Competition (PSDC).pptxIgnatiusAbrahamBalin
 
VIP Call Girls Bhiwandi Ananya 8250192130 Independent Escort Service Bhiwandi
VIP Call Girls Bhiwandi Ananya 8250192130 Independent Escort Service BhiwandiVIP Call Girls Bhiwandi Ananya 8250192130 Independent Escort Service Bhiwandi
VIP Call Girls Bhiwandi Ananya 8250192130 Independent Escort Service BhiwandiSuhani Kapoor
 
(AISHA) Ambegaon Khurd Call Girls Just Call 7001035870 [ Cash on Delivery ] P...
(AISHA) Ambegaon Khurd Call Girls Just Call 7001035870 [ Cash on Delivery ] P...(AISHA) Ambegaon Khurd Call Girls Just Call 7001035870 [ Cash on Delivery ] P...
(AISHA) Ambegaon Khurd Call Girls Just Call 7001035870 [ Cash on Delivery ] P...ranjana rawat
 
Captivating Charm: Exploring Marseille's Hillside Villas with Our 3D Architec...
Captivating Charm: Exploring Marseille's Hillside Villas with Our 3D Architec...Captivating Charm: Exploring Marseille's Hillside Villas with Our 3D Architec...
Captivating Charm: Exploring Marseille's Hillside Villas with Our 3D Architec...Yantram Animation Studio Corporation
 

Recently uploaded (20)

Editorial design Magazine design project.pdf
Editorial design Magazine design project.pdfEditorial design Magazine design project.pdf
Editorial design Magazine design project.pdf
 
The history of music videos a level presentation
The history of music videos a level presentationThe history of music videos a level presentation
The history of music videos a level presentation
 
Escorts Service Basapura ☎ 7737669865☎ Book Your One night Stand (Bangalore)
Escorts Service Basapura ☎ 7737669865☎ Book Your One night Stand (Bangalore)Escorts Service Basapura ☎ 7737669865☎ Book Your One night Stand (Bangalore)
Escorts Service Basapura ☎ 7737669865☎ Book Your One night Stand (Bangalore)
 
Kala jadu for love marriage | Real amil baba | Famous amil baba | kala jadu n...
Kala jadu for love marriage | Real amil baba | Famous amil baba | kala jadu n...Kala jadu for love marriage | Real amil baba | Famous amil baba | kala jadu n...
Kala jadu for love marriage | Real amil baba | Famous amil baba | kala jadu n...
 
The_Canvas_of_Creative_Mastery_Newsletter_April_2024_Version.pdf
The_Canvas_of_Creative_Mastery_Newsletter_April_2024_Version.pdfThe_Canvas_of_Creative_Mastery_Newsletter_April_2024_Version.pdf
The_Canvas_of_Creative_Mastery_Newsletter_April_2024_Version.pdf
 
VIP Call Girls Service Mehdipatnam Hyderabad Call +91-8250192130
VIP Call Girls Service Mehdipatnam Hyderabad Call +91-8250192130VIP Call Girls Service Mehdipatnam Hyderabad Call +91-8250192130
VIP Call Girls Service Mehdipatnam Hyderabad Call +91-8250192130
 
Verified Trusted Call Girls Adugodi💘 9352852248 Good Looking standard Profil...
Verified Trusted Call Girls Adugodi💘 9352852248  Good Looking standard Profil...Verified Trusted Call Girls Adugodi💘 9352852248  Good Looking standard Profil...
Verified Trusted Call Girls Adugodi💘 9352852248 Good Looking standard Profil...
 
Top Rated Pune Call Girls Saswad ⟟ 6297143586 ⟟ Call Me For Genuine Sex Serv...
Top Rated  Pune Call Girls Saswad ⟟ 6297143586 ⟟ Call Me For Genuine Sex Serv...Top Rated  Pune Call Girls Saswad ⟟ 6297143586 ⟟ Call Me For Genuine Sex Serv...
Top Rated Pune Call Girls Saswad ⟟ 6297143586 ⟟ Call Me For Genuine Sex Serv...
 
DragonBall PowerPoint Template for demo.pptx
DragonBall PowerPoint Template for demo.pptxDragonBall PowerPoint Template for demo.pptx
DragonBall PowerPoint Template for demo.pptx
 
Punjabi Housewife Call Girls Service Gomti Nagar \ 9548273370 Indian Call Gir...
Punjabi Housewife Call Girls Service Gomti Nagar \ 9548273370 Indian Call Gir...Punjabi Housewife Call Girls Service Gomti Nagar \ 9548273370 Indian Call Gir...
Punjabi Housewife Call Girls Service Gomti Nagar \ 9548273370 Indian Call Gir...
 
AMBER GRAIN EMBROIDERY | Growing folklore elements | Root-based materials, w...
AMBER GRAIN EMBROIDERY | Growing folklore elements |  Root-based materials, w...AMBER GRAIN EMBROIDERY | Growing folklore elements |  Root-based materials, w...
AMBER GRAIN EMBROIDERY | Growing folklore elements | Root-based materials, w...
 
VIP Call Girl Amravati Aashi 8250192130 Independent Escort Service Amravati
VIP Call Girl Amravati Aashi 8250192130 Independent Escort Service AmravatiVIP Call Girl Amravati Aashi 8250192130 Independent Escort Service Amravati
VIP Call Girl Amravati Aashi 8250192130 Independent Escort Service Amravati
 
SCRIP Lua HTTP PROGRACMACION PLC WECON CA
SCRIP Lua HTTP PROGRACMACION PLC  WECON CASCRIP Lua HTTP PROGRACMACION PLC  WECON CA
SCRIP Lua HTTP PROGRACMACION PLC WECON CA
 
Design Inspiration for College by Slidesgo.pptx
Design Inspiration for College by Slidesgo.pptxDesign Inspiration for College by Slidesgo.pptx
Design Inspiration for College by Slidesgo.pptx
 
CALL ON ➥8923113531 🔝Call Girls Kalyanpur Lucknow best Female service 🧵
CALL ON ➥8923113531 🔝Call Girls Kalyanpur Lucknow best Female service  🧵CALL ON ➥8923113531 🔝Call Girls Kalyanpur Lucknow best Female service  🧵
CALL ON ➥8923113531 🔝Call Girls Kalyanpur Lucknow best Female service 🧵
 
young call girls in Pandav nagar 🔝 9953056974 🔝 Delhi escort Service
young call girls in Pandav nagar 🔝 9953056974 🔝 Delhi escort Serviceyoung call girls in Pandav nagar 🔝 9953056974 🔝 Delhi escort Service
young call girls in Pandav nagar 🔝 9953056974 🔝 Delhi escort Service
 
Petrosains Drama Competition (PSDC).pptx
Petrosains Drama Competition (PSDC).pptxPetrosains Drama Competition (PSDC).pptx
Petrosains Drama Competition (PSDC).pptx
 
VIP Call Girls Bhiwandi Ananya 8250192130 Independent Escort Service Bhiwandi
VIP Call Girls Bhiwandi Ananya 8250192130 Independent Escort Service BhiwandiVIP Call Girls Bhiwandi Ananya 8250192130 Independent Escort Service Bhiwandi
VIP Call Girls Bhiwandi Ananya 8250192130 Independent Escort Service Bhiwandi
 
(AISHA) Ambegaon Khurd Call Girls Just Call 7001035870 [ Cash on Delivery ] P...
(AISHA) Ambegaon Khurd Call Girls Just Call 7001035870 [ Cash on Delivery ] P...(AISHA) Ambegaon Khurd Call Girls Just Call 7001035870 [ Cash on Delivery ] P...
(AISHA) Ambegaon Khurd Call Girls Just Call 7001035870 [ Cash on Delivery ] P...
 
Captivating Charm: Exploring Marseille's Hillside Villas with Our 3D Architec...
Captivating Charm: Exploring Marseille's Hillside Villas with Our 3D Architec...Captivating Charm: Exploring Marseille's Hillside Villas with Our 3D Architec...
Captivating Charm: Exploring Marseille's Hillside Villas with Our 3D Architec...
 

Brand & UX: Toward a New Interpretation (Version 2)

  • 1. B".,-(C(DEF(G#H."-(.(I%H(1,&%"$"%&.:#, #"(G0%(;.72%(J5/0#&#K'(B%&H%%,(DE(C(B".,- Version 2: A Work-in-Progress !"%2%,&%- ;%3"+."'(<=>(<?@A !"#$%&"'()#*%+,)#%-./)#0)12)%30#)245# *#+,-."/0(12#3." !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
  • 2. R- 6%754)%45%8)"')#, - %- LMN(1OP(QMR*1IS(R(LT*UV1IV!*TS*WQQ This presentation sprang from a discussion I led at UXCampDC in January, 2013. The reaction to that talk, and the subsequent popularity of the supporting deck on SlideShare, made me think I was onto something. The idea that Brand and UX share a common goal may not be revelatory, but not enough of us with a say in the matter are talking about it. As I continue to develop my thinking around this topic, I plan to share my research and respond to feedback. Please continue to send me your thoughts, critical or otherwise. - Mark @mbadger mbadge@gmail.com ! !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
  • 3. 1,&"#-+/:#,2(C(B./X8"#+,- Y"#+,-."/052#3." YK3.-8%" " !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
  • 4. 6()129%:;)#;0)< 1IG*TJDZG1TIQ(C(BRZUS*TDIJ =>5%=)%6#) We are a modern agency of 3,000 creatives and creators with digital at its core. =>)#)%=)%6#) Located in Boston, Chicago, Denver, Detroit, New York, San Francisco, and 34 countries around the world. =>"4%=)%35 Roundarch Isobar conceives, designs, and builds digital experiences for the world’s largest organizations. We create integrated marketing campaigns, enterprise web applications, and digital products. # !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 *#+,-."/0(12#3."(52(&0%(I#"&0(RK%"5/.,(5,/.",.:#,(#)(H0.&(52(X,#H,(87#3.77'(.2(12#3."4(1(756%(5,(*5/0K#,-([#"(H577(20#"&7'>(3+&(1(.K(.]75.&%-(.,-(H#"X(#+&( #)(&0%(B#2&#,(#]/%4
  • 5. =)%<5#$%<04>%?@5A"@%BCCC%)1DD),%"1'%@"#()%(5;)#1E)14%5#("10F"D51, 1IG*TJDZG1TIQ(C(BRZUS*TDIJ $ !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 L%(./&+.77'(0.6%(.(,+K3%"(#)($"#^%/&2(&0.&(H#+7-(2%"6%(.2(/.2%(2&+-5%2()#"($#5,&2(K.-%(5,(&052(-%/X4(W_$%/&(&0#2%([.,-(#&0%"2(&#(9,-(&0%5"(H.'(5,&#(&0%( ,%_&("%6525#,4
  • 6. !"#$%&"'()#*%+GHI#)"D;)%30#)245# 1IG*TJDZG1TIQ(C(BRZUS*TDIJ =<V`@( -".H @a`<( $"#8".K @a`=( -%258, @aab( H%3 @aa=( .$$2 <??@( 2#7# <??c( 5.d+_ <?@@( -5"%/& % !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 P'(3./X8"#+,-(K.e%"2(#,7'(5,2#)."(.2('#+(X,#H(&0.&f75X%(K.,'(DE($"./::#,%"2(#)(K'(8%,%".:#,f1(-5-(,#&(%,&%"(DE(65.(MZ1>(g53Q/5>(#"(Z#8Q/54(1(0.6%(.( -%258,(3./X8"#+,-([."/05&%/&+"%>(3'(%-+/.:#,(.,-(%6#76%-()"#K(652+.7(-%258,%"(&#(H%3(-%258,%"(.,-(%6%,&+.77'(5,&#(#+"(2#V/.77%-(h+2%"(%_$%"5%,/%i( -52/5$75,%4(1,(.(K#K%,&>(1O77(&.7X(.3#+&(H0%"%(1(&05,X(&0%(-56525#,(3%&H%%,(K."X%:,8d.-6%":25,8(.,-(DE(#"585,.&%-(5,(&0%(-585&.7(2$./%4(T"(.&(7%.2&>(H0%,(5&( 3%/.K%(.$$."%,&(&#(K%4
  • 7. !"#$%&"'()#*%+GHI#)"D;)%30#)245# 1IG*TJDZG1TIQ(C(BRZUS*TDIJ =<V`@( -".H @a`<( $"#8".K @a`=( -%258, @aab( H%3 @aa=( .$$2 <??@( 2#7# <??c( 5.d+_ <?@@( -5"%/& % !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 P'(3./X8"#+,-(K.e%"2(#,7'(5,2#)."(.2('#+(X,#H(&0.&f75X%(K.,'(DE($"./::#,%"2(#)(K'(8%,%".:#,f1(-5-(,#&(%,&%"(DE(65.(MZ1>(g53Q/5>(#"(Z#8Q/54(1(0.6%(.( -%258,(3./X8"#+,-([."/05&%/&+"%>(3'(%-+/.:#,(.,-(%6#76%-()"#K(652+.7(-%258,%"(&#(H%3(-%258,%"(.,-(%6%,&+.77'(5,&#(#+"(2#V/.77%-(h+2%"(%_$%"5%,/%i( -52/5$75,%4(1,(.(K#K%,&>(1O77(&.7X(.3#+&(H0%"%(1(&05,X(&0%(-56525#,(3%&H%%,(K."X%:,8d.-6%":25,8(.,-(DE(#"585,.&%-(5,(&0%(-585&.7(2$./%4(T"(.&(7%.2&>(H0%,(5&( 3%/.K%(.$$."%,&(&#(K%4
  • 8. 30,2@"0E)#J%6E5#/>5K,%3)L10D51, WITDSM(WJ1GT*1Rg1j1IS444gWGOQ(SWG(TI(L1GM(1G All definitions of UX appearing in this work are amorphous. Any resemblance to actual disciplines, living, dead, or evolving is purely coincidental. & !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 Q$%.X5,8(#)(.K#"$0#+2(-%9,5:#,2>(1(H.,&(&#(&.7X(.(75e7%(.3#+&(K."X%:,8(.,-(DE(3%)#"%(H%(-58(K#"%(-%%$7'(5,&#(3".,-(.,-(DE4
  • 9. P."X%:,8(C(DE R(7#,8>(7#,8(:K%(.8#444 ' !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
  • 10. M)/"#"4)'%"4%&0#4> PR*UWG1IS(C(DE K."X%:,8 k.20 5K.8%2 H%3 MGPg )#"K2 +:75&' ( !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 1,(2#K%(H.'2>(&052(25K$7%(-5.8".K(52(l+5&%($"#6#/.:6%4(;5"2&>(5&(2%%K2(&#(.22%"&(&0.&(&0%(-52:,/:#,(3%&H%%,($"#-+/&(.,-(K."X%:,8([K#"%(#"(7%22( #"585,.&%-(H5&0(&0%(H%34(T365#+27'>(&0.&O2("5-5/+7#+24(G0.&(2.5->(D2%"(W_$%"5%,/%(%6#76%-(#+&(#)(&0%(5,&%"2%/:#,(#)(6."5#+2(-585&.7(-%258,(-52/5$75,%2(&0.&( )#+,-(&0%"%(K#2&(/#KK#,(#"585,(5,(&0%($"#75)%".:#,(#)(&0%(H%3(3./X(5,(&0%(K5-Va?24(G0%(-5.8".K(.72#(2+88%2&2(&0.&()#"K2(.,-(k.20(."%(2#K%0#H(-52:,/&( %_$"%225#,2(#)(H%3(&%/0,#7#8'([.K#,8(#&0%"($#22537%(/"5:/52K2>(3+&(1(&05,X(&0%(&H#(&%/0,#7#85%2(."%(%K37%K.:/(#)(.()+,-.K%,&.7(2$75&(5,(0#H(&0%(H%3( 3%8.,(&#(3%(%_$7#5&%-(3'(/#K$.,5%2(-+"5,8(&0%(7.&%(a?2(.,-(%."7'(<???24
  • 11. N5<%45%O0@@%"%M4"#4PK/%01%M0.%!514>, PR*UWG1IS(C(DE )* !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 G052(275-%("%.77'(#,7'(K.X%2(2%,2%(H0%,($"%2%,:,84(G0%(RJJ(1,/(25&%(H.2(K'(6%"'(9"2&(H%3($"#^%/&>(.,-(5&(H.2($"%-#K5,.,&7'(.(K."X%:,8(6%05/7%4(B'(&0%( :K%(&0%(2K.77(2&."&V+$(1(^#5,%-(3%8.,(H#"X5,8(#,(P"Q$#"&24/#K>(H%(0.-(2&+K37%-(5,&#(2#mH."%(-%6%7#$K%,&>(.(-#K.5,(#+"(75e7%(hH%3(-%258,i(9"K(H.2( ,#&(H%77(%l+5$$%-(&#($"#-+/%([,#&($"#9&.37'>(.,'H.'4
  • 12. QR%4>5K(>4%>)%<",%(501(%45%4"@$%"A5K4%&#"1'%"1'%+G*%154%E"#$)D1(ST PR*UWG1IS(C(DE @4 B#&0(K."X%:,8(.,-(DE(."%(.3#+&(&"'5,8( &#(-%9,%(&0%(%_$%"5%,/%(#)(.(/#K$.,'O2( $"#-+/&(#"(2%"65/%4(D7:K.&%7'>(&0%'(."%( 3#&0(.3#+&(&0%(3".,-4 <4 G".-5:#,.77'>(&0%(P."X%:,8(J%$."&K%,&( 0.2(#H,%-(&0%(h3".,-4i )) !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
  • 13. I"1U4%<)%"@@%VK,4%()4%"@51(W PR*UWG1IS(C(DE BRAND UX !"#$%&'$!"#($)*"#+,-./$0$1,23$45+63+ )! !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 1(-#,O&(K%.,(&#(2+88%2&(&0.&(&0#2%(/0."8%-(H5&0(#6%"2%%5,8(&0%(3".,-(.,-(&0#2%("%2$#,2537%()#"(/"%.:,8(h+2%"(%_$%"5%,/%2i(/.,O&>(-#,O&>(#"(0.6%(,#&( /#77.3#".&%-4(B+&(1(&05,X(5&(52().5"(&#(2.'(&0.&(&0%("%7.:#,205$(52(#m%,444)".+80&(.,-(/#,&%,:#+24(R,-('%&4442&".&%85/(&05,X%"2()"#K(3#&0(/.K$2(2%%K(&#(3%( n%"#5,8(5,(#,(&0%(2.K%(&."8%&4
  • 14. G0%(B".,-(W_$%"5%,/% )" !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
  • 15. :1)%3)L10D51 GMW(B*RIJ(WE!W*1WIZW K +,-./01,23,/,45.36073,89:,;55<208,/-69:,/, 4.619=:>,35.?2=5>,6.,6.8/02@/A60BC , BRAND , D,E/.:F,G59H525.>,!"#$%&'()$*'+,I!**"J )# !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 G0%()+,-.K%,&.7("%$+&.:#,(#)(.(3".,-(52(,#&(3.2%-(#,(H0.&(&0%(K."X%:,8(#"(.-6%":25,8(2.'2(.3#+&(5&>(5&(52(3.2%-(#,(&0%(/+2&#K%">(&0%(/#,2+K%">(&0%( o+2%"op2(%_$%"5%,/%(#)(&0.&(/#K$.,'p2($"#-+/&(#"(2%"65/%4(
  • 16. N5<%4>)%X)#2)/D51%5Y%4>)%&#"1'%R,%I#)"4)' GMW(B*RIJ(WE!W*1WIZW COMPANIES Z#,&%,& !"#-+/&2 Q%"65/%2 W_$%"5%,/%2 q5%H%" B+'%" Z75%,& )*6&723+& PEOPLE R+-5%,/% D2%" Z+2&#K%" )$ !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 g%&O2(2%%(0#H(&0.&($7.'2(#+&(./"#22(-5r%"%,&(&'$%2(#)(/#K$.,5%2>(5,(&%"K2(#)(0#H($%#$7%("%7.&%(&#(&0%5"($"#-+/&2(.,-(2%"65/%24
  • 17. 30,014)#E)'0"D1(%I51,KE)#%X)#2)/D51 GMW(B*RIJ(WE!W*1WIZW COMPANIES Z#,&%,& !"#-+/&2 Q%"65/%2 W_$%"5%,/%2 8,-,/59$:;"3+,36<3&([5,(#&0%"(H#"-2444DE )% q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m%,(5,5:.77'(.,-(2#K%:K%2($"5K."57'(-585&.74(L0#(0.2(3%%,(-%9,5,8(&0%( %_$%"5%,/%2(."#+,-(&0#2%(-585&.7(&#+/0$#5,&2s(D2%"(W_$%"5%,/%($"#)%225#,.724
  • 18. R- 30,014)#E)'0"D1(%I51,KE)#%X)#2)/D51 - %- GMW(B*RIJ(WE!W*1WIZW COMPANIES Z#,&%,& !"#-+/&2 Q%"65/%2 W_$%"5%,/%2 8,-,/59$:;"3+,36<3&([5,(#&0%"(H#"-2444DE )& q5%H%" R+-5%,/% PEOPLE !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 B+'%" D2%" Z75%,& Z+2&#K%" )*6&723+& R2(2#K%(*DE()#7X2(,#&%-(l+5&%(/#""%/&7'>(&0%(%_&%,25#,(.,-($%")+25#,(#)(&0%(3".,-(%_$%"5%,/%(5,&#(&0%(-585&.7("%.7K(0.2(.72#(%K$#H%"%-(/#,2+K%"2(5,( &0%5"("%7.:#,205$(H5&0(&0%(/#K$.,5%2(&0%'($.&"#,5n%4(1(H577(3%(-%765,8(5,&#(&052("%3.7.,/5,8(#)($#H%"(K#"%(/."%)+77'(.2(&052(-%/X(%6#76%24
  • 19. R- I",)%M4K'0), - %- RPTIS(GMW(GM1ISQ(LM1ZM(LTDgJ(1P!*TqW(GMW(!*WQWIGRG1TI Note: During the discussion following my presentation, it became obvious that some of most of these ideas would be easier to process in light of real-world examples. As a result, the next iteration of this presentation will feature case studies prominently. )' !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
  • 20. 35),%4>0,%@55$%Y"E0@0"#W GMW(B*RIJ(WE!W*1WIZW K L35.,5M45.250=5,/.2353,;.6H,:N5,39H,:6:/<, 6;,20:5./=A603,O2:N,/0,6.8/02@/A6073, 4.619=:3,/01,35.?2=53BC , D,P5:5.,E5.N6<@>,,-$.##/$0120 UX )( !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 G#(&0%(-%8"%%(&0.&(.(-%258,%->(-585&.7(%_$%"5%,/%("%$"%2%,&2(.($"#-+/&(#"(2%"65/%(#)(.(/#K$.,'>(5&(0%7$2(/+7:6.&%(&0%("%$+&.:#,(#)(&0.&(3".,-444^+2&(.2(.( $0'25/.7($"#-+/&(#"(2%"65/%(H#+7-4(Q#>(5,(.(H.'>(D2%"(W_$%"5%,/%(J%258,(0.2(o.7H.'2o(3%%,(.3#+&(&0%(3".,-(%_$%"5%,/%4(B+&(0#H(#m%,(0.2(&052(/#,2/5#+27'( 3%%,(&0%(/.2%s(M#H(#m%,(-#(&0%(5,$+&2(&0.&(-"56%(&0%(-%258,(#)(&0%(+2%"(%_$%"5%,/%(5,/7+-%(/#,25-%".:#,(#)(&0%(3".,-(2&".&%8'>(#)(&0%(+2%"d/+2&#K%"d /#,2+K%"p2($%"/%$:#,(#)(&0%(3".,-s
  • 21. N5<%"%&#"1'%!"9%&)%3)L1)' GMW(B*RIJ(WE!W*1WIZW Company Brand R3#+&(&0%444 R2$%/&(#)(&0%444 1,&%,:#,()#"444 Z#,&%,&>(!"#-+/&>(Q%"65/% #"(W_$%"5%,/% !%"/%$:#,(#)444 Consumer/User !* !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 P."X%:,8(.,-(.-6%":25,8(/.,(5,k+%,/%(&0.&($%"/%$:#,>(3+&(./&+.7(%_$%"5%,/%(#)(&0%(/#K$.,'(.,-(5&2($"#-+/&2(.,-(2%"65/%2(."%(H0.&(-%9,%(&0%( $%"/%$:#,4([;#"(3%e%"(#"()#"(H#"2%4
  • 22. =>)#)%R,%&#"1'%-./)#0)12)'W GMW(B*RIJ(WE!W*1WIZW Company Brand Experienced R3#+& T) R-6%":25,8 !"#-+/&dQ%"65/% 1,&%,:#, P."X%:,8 J%258, !%"/%$:#, L#"-(#)(P#+&0 *%$+&.:#, X !"#-+/&dQ%"65/% W_$%"5%,/% Consumer/User !) !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 G052(52(.,(5K$#"&.,&($#5,&F(H057%(&0%(5,&%"./:#,2(3%&H%%,(&0%(/#,2+K%"(.,-(.(/#K$.,5%2($"#-+/&2(.,-(2%"65/%2(K.'(&.X%($7./%(5,(.,'(K.,,%"(#)(/#,&%_&2( #"(&0"#+80(6."5#+2(K%-5.>(&0%(o%_$%"5%,/%o(#)(&0%(3".,-("%25-%2(H5&0(&0%(/#,2+K%"4(L0%"%(.+-5%,/%(.$$"#$"5.&%>(2%K5#7#8'(.,-(K%-5.(&0%#"'(/.,(3%( H#"X%-(5,(&#(3./X(+$(&052($#5,&4
  • 23. =>)#)%R,%&#"1'%3)L1)'*%4>)1W GMW(B*RIJ(WE!W*1WIZW Company Brand Defined R3#+& T) R-6%":25,8 !"#-+/&dQ%"65/% 1,&%,:#, X !"#-+/&dQ%"65/% P."X%:,8 J%258, L#"-(#)(P#+&0 !%"/%$:#, *%$+&.:#, W_$%"5%,/% Consumer/User !! !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
  • 24. N5<%"A5K4%+G*%",%"%'0,20/@01)W GMW(B*RIJ(WE!W*1WIZW Company UX R3#+& T) 1,&%,:#, R-6%":25,8 P."X%:,8 J%258, X !"#-+/&dQ%"65/% L#"-(#)(P#+&0 !"#-+/&dQ%"65/% !%"/%$:#, *%$+&.:#, W_$%"5%,/% Consumer/User !" !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 L0%,(1(&.7X(.3#+&(5,2%":,8(3".,-(5,&#(&0%(DE>(1(-#(,#&(K%.,(+,-%"2&.,-5,8(&0%(&#,%(.,-(6#5/%(.,-(&0%(3".,-(5-%,:&'(.,-(K.X5,8(2+"%(&0%(DE(0.2(&0%( /#""%/&(7##X(.,-()%%74(1(K%.,(&05,X5,8(.3#+&(&0%()%.&+"%2(.,-()+,/:#,2(.2(H%77(.2(&0%5"(5K$7%K%,&.:#,(5,(7580&(#)(H0.&(&0%(3".,-(2&.,-2()#"(.,-("%$"%2%,&2( 5,(&0%(K5,-(#)(&0%(/#,2+K%"4(G0%(/#,2+K%"d+2%"p2($%"/%$:#,(#)(&0%(-585&.7(%_$%"5%,/%(20#+7-(3%(/#,252&%,&(H5&0(&0%5"(%_$%/&.:#,(#)(&0%(3".,-([#"( 3%e%"t(1,,#6.:6%(D2%"(W_$%"5%,/%(-%258,>(.2(H5&0(.,'(3"%.X&0"#+80($"#-+/&>(/.,(0%7$("%-%9,%(&0%($%"/%$:#,(#)(.(3".,-4
  • 25. R- N5<%"A5K4%+G*%",%"%'0,20/@01)W - %- GMW(B*RIJ(WE!W*1WIZW Company Brand R3#+& T) R-6%":25,8 !"#-+/&dQ%"65/% 1,&%,:#, P."X%:,8 J%258, L#"-(#)(P#+&0 !"#-+/&dQ%"65/% !%"/%$:#, *%$+&.:#, W_$%"5%,/% Consumer/User !# !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 J+"5,8(&0%($#2&V$"%2%,&.:#,(-52/+225#,>(2%6%".7(.e%,-%%2(l+%2:#,%-(&0%(2%%K5,87'(9_%-(.,-(2&.:/(-5.8".K(#)(&0%("%7.:#,205$(3%&H%%,(3".,-2(.,-( /#,2+K%"2(.2(H%77(.2($%"/%$:#,(.,-(5,&%,&4(1,(20#"&>(&0%(/#""%/&7'(."8+%-(&0.&(&052(-5.8".K(-#%2(,#&(/#,6%'(&0%(K#"%(-',.K5/(.,-(k+5-(,.&+"%(#)(&0%2%( -5K%,25#,24(1O6%(.--%-(&0%(.""#H2(.3#6%(.2(.(,#-(&#(&0.&(/"5:l+%>(.,-(1(H577(3%("%&05,X5,8(&052(-5.8".K(.//#"-5,87'4(R72#>(u*DE%"(YK#^#8+nn5(."8+%-()#"( $7./%K%,&(#)(&0%(hEi(#,(&0%(75,%(3%&H%%,(1,&%,:#,(.,-(!%"/%$:#,([#,(&0%($"%65#+2(275-%>(".&0%"(&0.,(2&"5/&7'(5,(&0%(1,&%,:#,(#)(&0%(J%258,>(,#:,8(&0%( 5K$#"&.,/%(#)(+2%"(%K$.&0'(5,(-%258,5,8()#"(DE4(1(-#,O&(.8"%%(&0.&(%K$.&0'(/0.,8%2(&0%(7#/+2(#)(&0%(%_$%"5%,/%>(3+&(5&(52(.(-52/+225#,(H#"&0(0.65,8(.&( 8"%.&%"(7%,8&04
  • 26. &0(%M4"4)E)14 GMW(B*RIJ(WE!W*1WIZW +3,LQ,4./=AA605.3>,O5,/.5,20=.5/3208<F,/3R51,:6, 153280,:N5,H63:,32802S=/0:,20:5.;/=53,-5:O550, =6039H5.,/01,-./013T,O5,/.5,15S0208,:N5,4.2H/.F, 369.=53,6;,-./01,H5/0208B !$ !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 R2(&0%(6."5#+2($."&2(#)(.(/#K$.,'(0.6%(3%%,(K.,5)%2&%-(-585&.77'>(DE($"#)%225#,.72(0.6%(2%%,(&0%(2/#$%(#)(&0%5"(5,k+%,/%(5,/"%.2%444&#(.(-%8"%%4(M%,/%(.77( &0%(-52/+225#,(.3#+&(DE(&.X%#6%"(#"(8%v,8(.(2%.&(.&(&0%(&.37%4(B+&(5)('#+(H.,&(.(2%.&(.&(&0%(&.37%>('#+(0.6%(&#(%.",(5&4(R2(K+/0(.2(5&(52(.(-522%"65/%(&#(,#&( "%$"%2%,&(&0%(/#,2+K%"d+2%"p2(5,&%"%2&2(5,(&0%(-%9,5:#,d"%l+5"%K%,&2(#)(&0%(%_$%"5%,/%>('#+(/#+7-(/#,25-%"(5&(K.7$"./:/%(,#&(&#(.//#+,&()#"(&0%(3".,-4
  • 27. DE(w(B".,- !% !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
  • 28. !"#$)D1(%"1'%+GJ%M)/"#"4)'%"4%&0#4> DE(w(B*RIJ K."X%:,8 3".,- k.20 2&".&%8' 5K.8%2 H%3 MGPg )#"K2 DE +:75&' !& !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 1)(&052(52(H0%"%(DE(2&."&%-444
  • 29. !"#$)D1(%Z%+GJ%[>)%MKE%R,%?#)"4)#%4>"1%4>)%X"#4,% DE(w(B*RIJ K."X%:,8 3".,- k.20 2&".&%8' = )#"K2 DE +:75&' !' !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 444H0%"%(52(5&(0%.-%-s
  • 30. IK,45E)#%-./)#0)12)J%[>)%R14)#,)2D51%5Y%+G%%!"#$)D1( DE(w(B*RIJ K."X%:,8 3".,- k.20 2&".&%8' IG 1EJ DE +:75&' !( !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 12(&0%(+7:K.&%(%_$"%225#,(#)(#+"(-52/5$75,%(,#&(DE([H0%,(75K5&%-(&#(-585&.7(%_$%"5%,/%2>(3+&(&0%(7."8%"(Z+2&#K%"(W_$%"5%,/%s(R2(DE(-%258,(8"#H2(&#( %,/#K$.22(3"#.-%"(5,&%"./:#,2(3%&H%%,(/#,2+K%"2(.,-(/#K$.,5%2>(5&(3%0##6%2(+2(&#(7%.",(.3#+&(3+25,%22(.,-(#$%".:#,.7($"#/%22%24(M#H(%72%(&#(0.6%( .,(5,)#"K%-(#$5,5#,(.3#+&(.,'(/0.,8%2(,%/%22."'(&#(5K$"#6%(&0%(%_$%"5%,/%(#)(&0%(/+2&#K%"(H057%(.72#("%$"%2%,:,8(&0%(5,&%"%2&2(#)(&0%(3".,-s
  • 31. 6%IK,45E)#%-./)#0)12)%A9%619%:4>)#%7"E)SSS DE(w(B*RIJ Brand Experience Customer Experience Service Design User Experience "* !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 L0%,('#+(/#,25-%"(.77(&0%($0".2%2(+2%-(3'(6."5#+2()#7X2("%2$#,2537%()#"(.(3".,-O2("%7.:#,205$(&#(5&2(/#,2+K%"2>('#+(,#:/%(&0.&(&0%'(.77(2%%K(&#(K%.,(&0%( 2.K%(&05,8>("%8."-7%22(#)(H0%&0%"(&0%'(#"585,.&%(H5&0(K."X%:,8>(2&".&%8'>(#"(-%258,4(
  • 32. G0%(R"8+K%,&F(L0'(5&(K.e%"2 ") !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
  • 33. =>9%4>)%#)@"D51,>0/%A)4<))1%+G%"1'%&#"1'%E"])#, GMW(R*SDPWIG U6005=A603,-5:O550,-./013,/01,2012?219/<3, /.5,20=.5/3208<F,H512/:51>,;/=2<2:/:51>,/01, 50/-<51,-F,1282:/<,5M45.250=53B "! !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
  • 34. =>9%4>)%#)@"D51,>0/%A)4<))1%+G%"1'%&#"1'%E"])#, GMW(R*SDPWIG V5=N06<68F,/<<6O3,;6.,5?5.,H6.5,20AH/:5, =6005=A603,-5:O550,-./013,/01,2012?219/<3, /01,20:5032S53,:N635,.5</A603N243B "" !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 R,-(3'(h5,:K.&%i(1(K%.,(3#&0(5,(&%"K2(#)($"#_5K5&'(.,-($%"2#,.74
  • 35. =>9%4>)%#)@"D51,>0/%A)4<))1%+G%"1'%&#"1'%E"])#, GMW(R*SDPWIG "# !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 R-6.,/%2(5,(&0%(-%6%7#$K%,&(#)(2#V/.77%-(,.&+".7(+2%"(5,&%")./%2([ID12(0.6%(.,-(H577(/#,:,+%(&#(.//%7%".&%(&052($"#/%224
  • 36. =>9%4>)%#)@"D51,>0/%A)4<))1%+G%"1'%&#"1'%E"])#, GMW(R*SDPWIG NW4XYYOOOBZ2=R.B=6HY4N6:63Y4/9<HY)$'##)'')(Y "$ !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 I#&(#,7'(52(&0%(-585&.7(3.""5%"(3%&H%%,(3".,-2(.,-($%#$7%(%"#-5,8>(&0%(.8%(.&(H05/0(5,-565-+.72(3%85,(&#(5,&%"./&(H5&0(3".,-2(8%&2('#+,8%"(.,-('#+,8%"4
  • 37. &#"1'%%+GJ%[<5%(#)"4%4",4),%4>"4%,>5K@'%4",4)%(#)"4%45()4>)#S MWNt(NTD(STG(NTD*(B*RIJ(1I(PN(DQW*(WE!W*1WIZWt(PPPP444JWg1Z1TDQt NW4XYYF69:9B-5YS1O(!6/N1[ "% !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 G052(275-%(K.'(8#(&0%(H.'(#)(#&0%"(-."75,82>(2+/0(.2(&0%(2:77()"#K(Z7#2%(W,/#+,&%"2(H0%"%(*#'(I%."'(2.'2>(5,("%2$#,2%(&#(^+2&(0.65,8(/".m%-(.( "%$"%2%,&.:#,(#)(J%657O2(G#H%"(#+&(#)(K.20%-($#&.&#%2>(hG052(K%.,2(2#K%&05,84(G052(52(5K$#"&.,&4i
  • 38. Q&A "& g%&O2(&.7X4(xy(uDE(C(uB".,- !"#$%&"'()#*%+,)#%-./)#0)12)%30#)245# *#+,-."/0(12#3." K3.-8%"Y"#+,-."/052#3."4/#K Y"#+,-."/052#3."((z((YK3.-8%" !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74