the future of  design isn’t just the web
design forcross channel experiencesSamantha Starmer   @samanthastarmer WebVisions 2011
today why care about cross channel design? how to think about cross channel design try cross channel design   discover...
me     web and experience stuff: Amazon, Microsoft               REI – Recreational Equipment, Inc.                create ...
now
first time at brick &              mortar     http://www.flickr.com/photos/dirpics/464458290/
Waitress picture         10 years inrestaurant business
a story…           http://www.flickr.com/photos/sugarpond/3016905349
Oz IA(Australia!!)
Sydney pictureimagined myself in          Sydney
but I’m aprocrastinator
oh crap
huh. an electronic Visa.well, that’s pretty cool.
except I can’tcheck in online
even though I bought my   tickets and Visa online
damn, have to talk to a               person               http://www.flickr.com/photos/mkooiman/787191703
waited in long check-in                   line               http://www.flickr.com/photos/jopoe/4569447498
http://www.flickr.com/photos/bryansblog/411455656
Flight agent picture                       http://www.flickr.com/photos/dykstranet/211106615
“this won’t  work”
Censored!but, it has official stuff  and numbers and …
“i’m a human,not a machine”
Flight agent picture                       http://www.flickr.com/photos/dykstranet/211106615
“what’s your itinerary?”
thank god I’m old           school
what about my    visa?
Sleeping at Airport                      http://www.flickr.com/photos/feline_dacat/3197429380
“i have no idea”
Flight agent picture                       http://www.flickr.com/photos/dykstranet/211106615
http://www.flickr.com/photos/slworking/4169134307
“Change screens, Pillow Pillow”               “Where’s the Pillow?”“Didn’t they cover that in training?”              “Bac...
lesson? http://www.flickr.com/photos/pjern/2150873799
Holisticexperience
we live across physical and        digital
our lives cross     channels –websites, apps, phone,                 etc…
we must design for      the holistic      experience
don’t design for just website
…app
…product       http://www.flickr.com/photos/differentview/5506159327
…or physical environment               http://www.flickr.com/photos/24218656@N03/4589621372/
we must design      across all   touchpoints
digital and physical        are colliding
70% of US onlineconsumers researchproducts online and    purchase them             offline    Forrester, Profiling The Mul...
53% of mobile searches on Binghave a local intent                                                                   Greg S...
technology is everywhere
(and here is our   opportunity)
‘integrated      experiences               are       few and far         between’                         Alexandra Descha...
customersdon’t think     about  channels
http://www.crwgraphics.com/blog/wp-content/uploads/2010/08/multichannel-marketing.bmp
customers  don’t thinkabout design  disciplines
http://www.kickerstudio.com/blog/images/ux.jpg                        http://www.jjg.net/elements/pdf/elements.pdf        ...
customersdo think aboutyour company, your product
across time,touchpoints         andexperiences
however we want      to interact
whenever we see     your brand       http://www.flickr.com/photos/cdevers/3388665920
outsidehttp://www.flickr.com/photos/cafemama/542656019
insidehttp://www.flickr.com/photos/penmachine/2971108982
packaging http://www.flickr.com/photos/streamishmc/2391505902
signshttp://www.flickr.com/photos/andrewbain/2510253694
employees  http://www.flickr.com/photos/7577938@N02/4897443265
things outside our           control         http://www.flickr.com/photos/jaxphotography/267129315
design across digital        and physical
between channels
between channelsbetween platforms
between channels      between platformsbetween digital & physical
5 principles 5 methods     5 tools
5 principles1.   convenient2.   connected3.   consistent4.   contextual5. (a) cross time
convenient
Walgreen on iPad
http://www.flickr.com/photos/jsrcyclist/3181389420    http://www.flickr.com/photos/zachklein/3964249
Walgreen’s drive in                      http://www.flickr.com/photos/ambernectar/4042608385
consistent
connected
consider the experience           of transitions               http://www.flickr.com/photos/mcdemoura/2209204939
http://www.flickr.com/photos/hotel-de-la-ville-monza/4182940190
Netflix
no Encore…
contextual
15% bump inweekend traffic        http://www.flickr.com/photos/dalydaly/10813808
Trying on tentresearch online, try           in store                      http://www.flickr.com/photos/hollabackpack/1848...
(a)cross time
days
years
http://www.flickr.com/photos/mcmortygreen/3176998867
http://www.flickr.com/photos/yourdon/2594767344
http://www.flickr.com/photos/sa_ku_ra/13009153
5 methods1.   think in terms of services2.   share the sandbox3.   start walking4.   comfort in discomfort5.   why vs. what
1. Think in terms of services   think in terms of services             Waitress
Fluevog on iPad
From: seattlefluevog@cablespeed.comTo: sstarmerj@hotmail.comSubject: Fluevog order 20110211-00072873Date: Fri, 11 Feb 2011...
http://www.flickr.com/photos/trufflepig/4370405501
Incremental Sale
2. share the sandbox                  http://www.flickr.com/photos/erikwdavis/2687670846
UX Mag      let people in.let people design.   let people play.
3. start walking                   http://www.flickr.com/photos/jonathanbeard/3038114579/
4. comfort in discomfort
you don’t haveto be an expert
“an interesting thing happenedtoday – we were invited to help Visual Merch decide what shelf  labels and categories to use...
eek – I don’t know anything         about store design!              http://www.twobackpackers.com/wp-content/uploads/2009...
“an interesting thing happenedtoday – we were invited to help Visual Merch decide what shelf  labels and categories to use...
5. why vs. what                  http://www.flickr.com/photos/segozyme/3105128025/
buying a tent
for backyard?      http://www.flickr.com/photos/jcast911/4037694806
or backcountry        snow?        http://www.flickr.com/photos/reway2007/427303733
5 tools1. document the present2. map the future3. get behind the scenes4. tell a story5. cross train
1. document the present              http://www.flickr.com/photos/thelustlizardofmelancholycove/5053889505/
http://www.flickr.com/photos/frerieke/3882000183
2. map the future           http://images.asc.ohio-state.edu/is/image/eHistory/world/images/maps2/1942world1600.jpg
getting from point  A to point      B; and everythingin between
think about thecustomer’s whole     journey
3. get behind the scenes                 http://www.flickr.com/photos/honorapearls/4155009907/
how is the digitalexperience supported?                http://www.flickr.com/photos/vitorcastillo/2994723741
http://www.flickr.com/photos/mattwright/1787856/
http://www.flickr.com/photos/oldonliner/3484504583/
4. tell a story                  http://www.flickr.com/photos/sugarpond/3016905349
Meet JaneOutdoor Loyal38, PortlandInvolved in overlappingsports and understandsthe value of good gear“I kind of have a jac...
Monday… I want to go backpacking this weekend!
Time to plan…
I want to go somewhere beautiful…
5. cross train                 http://www.flickr.com/photos/zackojones/4191554608/
Success
don’t design for thechannel, design for the  holistic experience
don’t design for thescreen, design for the holistic experience
don’t design for thetechnology, design for the     holistic experience
5 principles                          5 methods1.   convenient                     1.   think in terms of services2.   con...
discovery
stakeholder interviews                  http://www.flickr.com/photos/kino-eye/226951415
field research                 http://www.flickr.com/photos/romeral/3911756000
co-design            http://www.flickr.com/photos/thinkpublic/4499674785
design games        http://www.flickr.com/photos/elitatt/4959931        232                              http://www.flickr...
gamestorming - the book                    http://www.flickr.com/photos/elitatt/4959938630
customer journeys             http://www.delightability.com/wp-content/uploads/2010/08/rental-car-customer-journey.pn
service inventory                    http://farm5.static.flickr.com/4023/4526736556_3b5a628b7f.jpg
exerciseexperience      map
http://www.thosepeskyusers.com/wp-content/uploads/2010/12/customer-experience-map.jpg
http://www.maya.com/portfolio/carnegie-library
http://www.businessweek.com/innovate/content/nov2008/id20081110_531328.htm
http://experiencematters.files.wordpress.com/2009/03/legowheel.png
http://www.flickr.com/photos/g_w_y_n/3625095073
what is the experience of         buying a bicycle?                 http://www.flickr.com/photos/sl4sh79/471062898
what are the tasks?what are the touchpoints?  what are the decisions? what support is needed?
experience map       touchpoint   touchpoint   touchpoint   touchpoint   touchpointtasktasktasktasktasktask
experience map              touchpoint touchpoint   touchpoint   touchpoint   touchpointneeddecisionresearchtest ridepurch...
look for… Interactions moments of truth gaps front stage and back stage needed systems/support
questions Pain points – what are the responses/options the  design needs to address? Positive points – what are the thin...
discovery re-cap stakeholder interviews field research co-design design games body storming customer journey servic...
solution    http://www.flickr.com/photos/yannconz/2796311194
mental models                http://www.flickr.com/photos/jaaronfarr/314981744
Mental Modelsmental models - the book @jessmcmullin @samanthastarmer                                               188    ...
comics         http://www.flickr.com/photos/designetrecherche/546120971
storyboards                                                               SCAD Service Design Project        http://servd....
swim lanes             http://nform.com/blog/images/Swimlane_example2.gi
business origami (@jessmcmullin)                        http://www.flickr.com/photos/benry/4101687804
touchpoint matrix                    http://brandtouchpointmatrix.com/
exercise  serviceblueprint
Service blueprint       Physical      Evidence  (touchpoints)         User       Actions ‘Front Stage’(front line staff)  ...
Service Blueprint           http://lovelearn.wordpress.com/2009/07/11/initial-blueprint/
@jessmcmullin@samanthastarmer   197
SCAD Service Design Projecthttp://servd.us/The_Project_files/Screen%20shot%202010-02-03%20at%2011.38.26%20PM.png
service blueprint user’s perspective how service components link together different touchpoints and options organizati...
elements1. customer actions2. physical evidence3. front stage, customer facing (real time   service or self service)4. bac...
Service blueprint       Physical      Evidence  (touchpoints)         User       Actions ‘Front Stage’(front line staff)  ...
http://www.slideshare.net/morville/xmaps-upload; slide 112
Solution re-cap mental models comics story boards swim lanes business origami touchpoint matrix service blueprint ...
cross channel alignment
do some research             http://www.flickr.com/photos/euthman/2097753744
understand executives’ goals
use metrics              http://www.flickr.com/photos/iliahi/2606645766/
track online and offline                           130     30
on ramps and off ramps
flex soft skills
cultivate patience                 http://www.flickr.com/photos/dirkjankraan/4092709643
start at the grassroots                   http://www.flickr.com/photos/cobalt/282227013
but work towards top-down                 http://www.flickr.com/photos/flickrmarcus/3382920952
find the bodies
Understand organizational structureunderstand org structure
don’t boil the ocean
tell a fairy tale
close the loop                 http://www.flickr.com/photos/pelegrino/3957449915
http://www.flickr.com/photos/62719770@N00/2959566124
make business case                 http://www.flickr.com/photos/10458725@N02/3042138367
listen
designing a holistic experiencemeans listening holistically:•   usual UX research, but also•   call center•   email querie...
hang with a new crowd                    http://averagecats.com/pa
make new friends   Marketing•   IT, or anyone who can build stuff•   Finance•   Distribution Center•   Customer Service• ...
don’t get overwhelmed        http://tlc.discovery.com/tv/hoarding-buried-alive/slideshows/before-and-after-episodes-1-4-02...
you can’t be everywhere at once•   target a channel pair•   focus on incremental progress•   Measure stuff•   celebrate (a...
don’t be grabby                  http://www.flickr.com/photos/jimfrazier/1810966604/
questions??              http://www.flickr.com/photos/druclimb/3277540656/
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
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  • Ritz carlton
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  • Transcript of "The Future of Design isn't Just the Web - WebVisions 2011 Workshop"

    1. 1. the future of design isn’t just the web
    2. 2. design forcross channel experiencesSamantha Starmer @samanthastarmer WebVisions 2011
    3. 3. today why care about cross channel design? how to think about cross channel design try cross channel design  discovery activities  solution activities sell cross channel design start cross-channel design now
    4. 4. me web and experience stuff: Amazon, Microsoft REI – Recreational Equipment, Inc. create and lead IA, UX, IxD teams teach at University of Washington
    5. 5. now
    6. 6. first time at brick & mortar http://www.flickr.com/photos/dirpics/464458290/
    7. 7. Waitress picture 10 years inrestaurant business
    8. 8. a story… http://www.flickr.com/photos/sugarpond/3016905349
    9. 9. Oz IA(Australia!!)
    10. 10. Sydney pictureimagined myself in Sydney
    11. 11. but I’m aprocrastinator
    12. 12. oh crap
    13. 13. huh. an electronic Visa.well, that’s pretty cool.
    14. 14. except I can’tcheck in online
    15. 15. even though I bought my tickets and Visa online
    16. 16. damn, have to talk to a person http://www.flickr.com/photos/mkooiman/787191703
    17. 17. waited in long check-in line http://www.flickr.com/photos/jopoe/4569447498
    18. 18. http://www.flickr.com/photos/bryansblog/411455656
    19. 19. Flight agent picture http://www.flickr.com/photos/dykstranet/211106615
    20. 20. “this won’t work”
    21. 21. Censored!but, it has official stuff and numbers and …
    22. 22. “i’m a human,not a machine”
    23. 23. Flight agent picture http://www.flickr.com/photos/dykstranet/211106615
    24. 24. “what’s your itinerary?”
    25. 25. thank god I’m old school
    26. 26. what about my visa?
    27. 27. Sleeping at Airport http://www.flickr.com/photos/feline_dacat/3197429380
    28. 28. “i have no idea”
    29. 29. Flight agent picture http://www.flickr.com/photos/dykstranet/211106615
    30. 30. http://www.flickr.com/photos/slworking/4169134307
    31. 31. “Change screens, Pillow Pillow” “Where’s the Pillow?”“Didn’t they cover that in training?” “Backslash Backslash” “Okay, tietac” “What?” “Tietac” “huh?” “Like Tie” “carrot backslash” “United States” “Pillow Pillow” “Change Screens”
    32. 32. lesson? http://www.flickr.com/photos/pjern/2150873799
    33. 33. Holisticexperience
    34. 34. we live across physical and digital
    35. 35. our lives cross channels –websites, apps, phone, etc…
    36. 36. we must design for the holistic experience
    37. 37. don’t design for just website
    38. 38. …app
    39. 39. …product http://www.flickr.com/photos/differentview/5506159327
    40. 40. …or physical environment http://www.flickr.com/photos/24218656@N03/4589621372/
    41. 41. we must design across all touchpoints
    42. 42. digital and physical are colliding
    43. 43. 70% of US onlineconsumers researchproducts online and purchase them offline Forrester, Profiling The Multichannel Consumer, July 2009
    44. 44. 53% of mobile searches on Binghave a local intent Greg Sterling Search Engine Land https://searchengineland.com/microsoft-53-percent-of-mobile-searches-have-local-intent-55556
    45. 45. technology is everywhere
    46. 46. (and here is our opportunity)
    47. 47. ‘integrated experiences are few and far between’ Alexandra Deschamps-Sonsinohttp://www.slideshare.net/designswarm/creating-the-internet-of-things
    48. 48. customersdon’t think about channels
    49. 49. http://www.crwgraphics.com/blog/wp-content/uploads/2010/08/multichannel-marketing.bmp
    50. 50. customers don’t thinkabout design disciplines
    51. 51. http://www.kickerstudio.com/blog/images/ux.jpg http://www.jjg.net/elements/pdf/elements.pdf http://www.montparnas.com/articles/wp-content/uploads/2006/10/user%20experience%20design%20explained.gif http://mickwinters.com/wp-content/uploads/2010/02/venn1.gif
    52. 52. customersdo think aboutyour company, your product
    53. 53. across time,touchpoints andexperiences
    54. 54. however we want to interact
    55. 55. whenever we see your brand http://www.flickr.com/photos/cdevers/3388665920
    56. 56. outsidehttp://www.flickr.com/photos/cafemama/542656019
    57. 57. insidehttp://www.flickr.com/photos/penmachine/2971108982
    58. 58. packaging http://www.flickr.com/photos/streamishmc/2391505902
    59. 59. signshttp://www.flickr.com/photos/andrewbain/2510253694
    60. 60. employees http://www.flickr.com/photos/7577938@N02/4897443265
    61. 61. things outside our control http://www.flickr.com/photos/jaxphotography/267129315
    62. 62. design across digital and physical
    63. 63. between channels
    64. 64. between channelsbetween platforms
    65. 65. between channels between platformsbetween digital & physical
    66. 66. 5 principles 5 methods 5 tools
    67. 67. 5 principles1. convenient2. connected3. consistent4. contextual5. (a) cross time
    68. 68. convenient
    69. 69. Walgreen on iPad
    70. 70. http://www.flickr.com/photos/jsrcyclist/3181389420 http://www.flickr.com/photos/zachklein/3964249
    71. 71. Walgreen’s drive in http://www.flickr.com/photos/ambernectar/4042608385
    72. 72. consistent
    73. 73. connected
    74. 74. consider the experience of transitions http://www.flickr.com/photos/mcdemoura/2209204939
    75. 75. http://www.flickr.com/photos/hotel-de-la-ville-monza/4182940190
    76. 76. Netflix
    77. 77. no Encore…
    78. 78. contextual
    79. 79. 15% bump inweekend traffic http://www.flickr.com/photos/dalydaly/10813808
    80. 80. Trying on tentresearch online, try in store http://www.flickr.com/photos/hollabackpack/184849492
    81. 81. (a)cross time
    82. 82. days
    83. 83. years
    84. 84. http://www.flickr.com/photos/mcmortygreen/3176998867
    85. 85. http://www.flickr.com/photos/yourdon/2594767344
    86. 86. http://www.flickr.com/photos/sa_ku_ra/13009153
    87. 87. 5 methods1. think in terms of services2. share the sandbox3. start walking4. comfort in discomfort5. why vs. what
    88. 88. 1. Think in terms of services think in terms of services Waitress
    89. 89. Fluevog on iPad
    90. 90. From: seattlefluevog@cablespeed.comTo: sstarmerj@hotmail.comSubject: Fluevog order 20110211-00072873Date: Fri, 11 Feb 2011 16:52:38 -0800Hey Samantha,We have both shoes you ordered online here at the Seattle store. If you’d like to pickthem up this weekend and save on shipping let us know otherwise they will ship outMonday.Thanks,LeahJohn Fluevog Shoes205 Pine St.Seattle, WA 98101phone: (206)441-1065fax : (206)728-7955seattle@fluevog.comwww.fluevog.comwww.myspace.com/fluevogseattle"There are two kinds of people: those who shy away from attention, and those who wearFluevogs." - JF
    91. 91. http://www.flickr.com/photos/trufflepig/4370405501
    92. 92. Incremental Sale
    93. 93. 2. share the sandbox http://www.flickr.com/photos/erikwdavis/2687670846
    94. 94. UX Mag let people in.let people design. let people play.
    95. 95. 3. start walking http://www.flickr.com/photos/jonathanbeard/3038114579/
    96. 96. 4. comfort in discomfort
    97. 97. you don’t haveto be an expert
    98. 98. “an interesting thing happenedtoday – we were invited to help Visual Merch decide what shelf labels and categories to use inthe retail stores for backpacks.”
    99. 99. eek – I don’t know anything about store design! http://www.twobackpackers.com/wp-content/uploads/2009/07/REI-Backpacks.jpg
    100. 100. “an interesting thing happenedtoday – we were invited to help Visual Merch decide what shelf labels and categories to use in the retail stores for backpacks.This is a great win for us”
    101. 101. 5. why vs. what http://www.flickr.com/photos/segozyme/3105128025/
    102. 102. buying a tent
    103. 103. for backyard? http://www.flickr.com/photos/jcast911/4037694806
    104. 104. or backcountry snow? http://www.flickr.com/photos/reway2007/427303733
    105. 105. 5 tools1. document the present2. map the future3. get behind the scenes4. tell a story5. cross train
    106. 106. 1. document the present http://www.flickr.com/photos/thelustlizardofmelancholycove/5053889505/
    107. 107. http://www.flickr.com/photos/frerieke/3882000183
    108. 108. 2. map the future http://images.asc.ohio-state.edu/is/image/eHistory/world/images/maps2/1942world1600.jpg
    109. 109. getting from point A to point B; and everythingin between
    110. 110. think about thecustomer’s whole journey
    111. 111. 3. get behind the scenes http://www.flickr.com/photos/honorapearls/4155009907/
    112. 112. how is the digitalexperience supported? http://www.flickr.com/photos/vitorcastillo/2994723741
    113. 113. http://www.flickr.com/photos/mattwright/1787856/
    114. 114. http://www.flickr.com/photos/oldonliner/3484504583/
    115. 115. 4. tell a story http://www.flickr.com/photos/sugarpond/3016905349
    116. 116. Meet JaneOutdoor Loyal38, PortlandInvolved in overlappingsports and understandsthe value of good gear“I kind of have a jacketproblem… I’m runningout of reasons to buyanother one”
    117. 117. Monday… I want to go backpacking this weekend!
    118. 118. Time to plan…
    119. 119. I want to go somewhere beautiful…
    120. 120. 5. cross train http://www.flickr.com/photos/zackojones/4191554608/
    121. 121. Success
    122. 122. don’t design for thechannel, design for the holistic experience
    123. 123. don’t design for thescreen, design for the holistic experience
    124. 124. don’t design for thetechnology, design for the holistic experience
    125. 125. 5 principles 5 methods1. convenient 1. think in terms of services2. connected 2. share the sandbox3. consistent 3. start walking4. contextual 4. comfort in discomfort5. (a) cross time 5. why vs. what 5 tools 1. document 2. experience map 3. get behind the scenes 4. tell a story 5. cross train
    126. 126. discovery
    127. 127. stakeholder interviews http://www.flickr.com/photos/kino-eye/226951415
    128. 128. field research http://www.flickr.com/photos/romeral/3911756000
    129. 129. co-design http://www.flickr.com/photos/thinkpublic/4499674785
    130. 130. design games http://www.flickr.com/photos/elitatt/4959931 232 http://www.flickr.com/photos/centralasian/4099680559
    131. 131. gamestorming - the book http://www.flickr.com/photos/elitatt/4959938630
    132. 132. customer journeys http://www.delightability.com/wp-content/uploads/2010/08/rental-car-customer-journey.pn
    133. 133. service inventory http://farm5.static.flickr.com/4023/4526736556_3b5a628b7f.jpg
    134. 134. exerciseexperience map
    135. 135. http://www.thosepeskyusers.com/wp-content/uploads/2010/12/customer-experience-map.jpg
    136. 136. http://www.maya.com/portfolio/carnegie-library
    137. 137. http://www.businessweek.com/innovate/content/nov2008/id20081110_531328.htm
    138. 138. http://experiencematters.files.wordpress.com/2009/03/legowheel.png
    139. 139. http://www.flickr.com/photos/g_w_y_n/3625095073
    140. 140. what is the experience of buying a bicycle? http://www.flickr.com/photos/sl4sh79/471062898
    141. 141. what are the tasks?what are the touchpoints? what are the decisions? what support is needed?
    142. 142. experience map touchpoint touchpoint touchpoint touchpoint touchpointtasktasktasktasktasktask
    143. 143. experience map touchpoint touchpoint touchpoint touchpoint touchpointneeddecisionresearchtest ridepurchaseclassmaintenance
    144. 144. look for… Interactions moments of truth gaps front stage and back stage needed systems/support
    145. 145. questions Pain points – what are the responses/options the design needs to address? Positive points – what are the things the design must keep or enhance? Are there areas that take more time than we expect ? How can we accommodate? Are all the touchpoints and interactions within our control? Is the reason why a user interacts with us reconciled with how we envision the service?
    146. 146. discovery re-cap stakeholder interviews field research co-design design games body storming customer journey service inventory experience map
    147. 147. solution http://www.flickr.com/photos/yannconz/2796311194
    148. 148. mental models http://www.flickr.com/photos/jaaronfarr/314981744
    149. 149. Mental Modelsmental models - the book @jessmcmullin @samanthastarmer 188 http://www.rosenfeldmedia.com/books/mental-models
    150. 150. comics http://www.flickr.com/photos/designetrecherche/546120971
    151. 151. storyboards SCAD Service Design Project http://servd.us/The_Project_files/Screen%20shot%202010-02-03%20at%2011.38.42%20PM.png
    152. 152. swim lanes http://nform.com/blog/images/Swimlane_example2.gi
    153. 153. business origami (@jessmcmullin) http://www.flickr.com/photos/benry/4101687804
    154. 154. touchpoint matrix http://brandtouchpointmatrix.com/
    155. 155. exercise serviceblueprint
    156. 156. Service blueprint Physical Evidence (touchpoints) User Actions ‘Front Stage’(front line staff) The line of visibility ‘Back Stage’ (support staff) Support (systems, databases)
    157. 157. Service Blueprint http://lovelearn.wordpress.com/2009/07/11/initial-blueprint/
    158. 158. @jessmcmullin@samanthastarmer 197
    159. 159. SCAD Service Design Projecthttp://servd.us/The_Project_files/Screen%20shot%202010-02-03%20at%2011.38.26%20PM.png
    160. 160. service blueprint user’s perspective how service components link together different touchpoints and options organizational impact how internal people, processes and systems support chronological
    161. 161. elements1. customer actions2. physical evidence3. front stage, customer facing (real time service or self service)4. backstage, enabling actions5. support Processes http://people.ischool.berkeley.edu/~glushko/IS243Readings/ServiceBlueprinting.pdf
    162. 162. Service blueprint Physical Evidence (touchpoints) User Actions ‘Front Stage’(front line staff) The line of visibility ‘Back Stage’ (support staff) Support (systems, databases)
    163. 163. http://www.slideshare.net/morville/xmaps-upload; slide 112
    164. 164. Solution re-cap mental models comics story boards swim lanes business origami touchpoint matrix service blueprint desktop walkthrough
    165. 165. cross channel alignment
    166. 166. do some research http://www.flickr.com/photos/euthman/2097753744
    167. 167. understand executives’ goals
    168. 168. use metrics http://www.flickr.com/photos/iliahi/2606645766/
    169. 169. track online and offline 130 30
    170. 170. on ramps and off ramps
    171. 171. flex soft skills
    172. 172. cultivate patience http://www.flickr.com/photos/dirkjankraan/4092709643
    173. 173. start at the grassroots http://www.flickr.com/photos/cobalt/282227013
    174. 174. but work towards top-down http://www.flickr.com/photos/flickrmarcus/3382920952
    175. 175. find the bodies
    176. 176. Understand organizational structureunderstand org structure
    177. 177. don’t boil the ocean
    178. 178. tell a fairy tale
    179. 179. close the loop http://www.flickr.com/photos/pelegrino/3957449915
    180. 180. http://www.flickr.com/photos/62719770@N00/2959566124
    181. 181. make business case http://www.flickr.com/photos/10458725@N02/3042138367
    182. 182. listen
    183. 183. designing a holistic experiencemeans listening holistically:• usual UX research, but also• call center• email queries and feedback• live chat transcripts• social media• sentiment analysis• market research• analytics (behavior)• brick & mortar follows/shop alongs
    184. 184. hang with a new crowd http://averagecats.com/pa
    185. 185. make new friends Marketing• IT, or anyone who can build stuff• Finance• Distribution Center• Customer Service• Innies with outies, outies with innies• Different industriesArtists, architects, museum curators, restaurant workers, baristas, landscapers, hotel managers…
    186. 186. don’t get overwhelmed http://tlc.discovery.com/tv/hoarding-buried-alive/slideshows/before-and-after-episodes-1-4-02.html
    187. 187. you can’t be everywhere at once• target a channel pair• focus on incremental progress• Measure stuff• celebrate (and communicate) quick wins• get your ‘real’ work done• get allies to spread the work
    188. 188. don’t be grabby http://www.flickr.com/photos/jimfrazier/1810966604/
    189. 189. questions?? http://www.flickr.com/photos/druclimb/3277540656/

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