SlideShare a Scribd company logo
1 of 31
Download to read offline
One size does not fit all:  four approaches to User Experience Leah Raper Programme Director Brand Development Justin Darley User Experience Consultant
What is User Experience (UX)? ,[object Object],—  ISO definition
Why does UX matter? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Why UX is often avoided… ,[object Object],expensive time consuming complex
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],4 approaches, 4 projects…
 
Citizens Advice service extranet ,[object Object],[object Object],[object Object]
 
Citizens Advice corporate site ,[object Object],[object Object]
 
IHG Green Engage web app ,[object Object],[object Object],[object Object],[object Object],[object Object]
IHG Brand Central site
 
 
 
"At last – everything a creative agency could possibly need for each IHG brand, in one place and always up to date – genius!!!" "Brand Central has provided a quicker than average route to market and excellent resource for our hotels…" "Brand Central houses everything you need to know…"
IHG Brand Central site ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Online surveys
Online surveys ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Rapid prototyping and JAD
Rapid prototyping and JAD ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Guerrilla usability testing
Guerrilla usability testing ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Remote usability testing
Remote usability testing ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Eye tracking
Eye tracking ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Conclusions ,[object Object],[object Object],[object Object],[object Object],[object Object]
Resources ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],To recap… Also of interest… ,[object Object],[object Object],[object Object],[object Object],[object Object],Slides available at http://www.slideshare.net/wearesigma
Contact us: ,[object Object],[object Object],[object Object]
[object Object],Thank you! Any questions?

More Related Content

What's hot

PlayNetwork: UX Design Process and Artifacts
PlayNetwork: UX Design Process and ArtifactsPlayNetwork: UX Design Process and Artifacts
PlayNetwork: UX Design Process and ArtifactsJoel Baskin
 
Joel Baskin UX Design and Artifacts
Joel Baskin UX Design and ArtifactsJoel Baskin UX Design and Artifacts
Joel Baskin UX Design and ArtifactsJoel Baskin
 
Understand people to design great experiences: An introduction to user research
Understand people to design great experiences: An introduction to user researchUnderstand people to design great experiences: An introduction to user research
Understand people to design great experiences: An introduction to user researchMing Lee
 
How to Improve Your Company's UX Capabilities - Let Your Methods Drive Your Plan
How to Improve Your Company's UX Capabilities - Let Your Methods Drive Your PlanHow to Improve Your Company's UX Capabilities - Let Your Methods Drive Your Plan
How to Improve Your Company's UX Capabilities - Let Your Methods Drive Your PlanUserZoom
 
Changing the game of user experience — refresh, renew, reimagine
Changing the game of user experience — refresh, renew, reimagineChanging the game of user experience — refresh, renew, reimagine
Changing the game of user experience — refresh, renew, reimaginerobgirvan
 
Why User Research is must in Product Development
Why User Research is must in Product DevelopmentWhy User Research is must in Product Development
Why User Research is must in Product DevelopmentPuneet Arora
 
Heuristic Evaluation - UX Approach
Heuristic Evaluation - UX ApproachHeuristic Evaluation - UX Approach
Heuristic Evaluation - UX ApproachGanesan Arjunan
 
User testing methodology
User testing methodologyUser testing methodology
User testing methodologyJames Hatfield
 
Design for User Experience
Design for User ExperienceDesign for User Experience
Design for User ExperienceSteve Agalloco
 
The Right Tools for the Job: Designing Your UX Approach
The Right Tools for the Job: Designing Your UX ApproachThe Right Tools for the Job: Designing Your UX Approach
The Right Tools for the Job: Designing Your UX ApproachCaroline Sober-James
 
Assumption mapping and managing uncertainty NUXUK
Assumption mapping and managing uncertainty NUXUK Assumption mapping and managing uncertainty NUXUK
Assumption mapping and managing uncertainty NUXUK Kevin Murray
 
Moving the Needle with UX Benchmarking
Moving the Needle with UX BenchmarkingMoving the Needle with UX Benchmarking
Moving the Needle with UX BenchmarkingUserZoom
 
Institutionalizing User Experience
Institutionalizing User ExperienceInstitutionalizing User Experience
Institutionalizing User ExperienceRenee Cheung
 
Agile Inception Techniques - DeliverConf 17 Workshop
Agile Inception Techniques - DeliverConf 17 WorkshopAgile Inception Techniques - DeliverConf 17 Workshop
Agile Inception Techniques - DeliverConf 17 WorkshopKevin Murray
 
10 Real Steps to SharePoint Adoption - Eric Riz
10 Real Steps to SharePoint Adoption - Eric Riz10 Real Steps to SharePoint Adoption - Eric Riz
10 Real Steps to SharePoint Adoption - Eric RizAsif Rehmani
 
Driving SharePoint Adoption - webinar presentation
Driving SharePoint Adoption - webinar presentationDriving SharePoint Adoption - webinar presentation
Driving SharePoint Adoption - webinar presentationAsif Rehmani
 

What's hot (20)

PlayNetwork: UX Design Process and Artifacts
PlayNetwork: UX Design Process and ArtifactsPlayNetwork: UX Design Process and Artifacts
PlayNetwork: UX Design Process and Artifacts
 
Joel Baskin UX Design and Artifacts
Joel Baskin UX Design and ArtifactsJoel Baskin UX Design and Artifacts
Joel Baskin UX Design and Artifacts
 
Understand people to design great experiences: An introduction to user research
Understand people to design great experiences: An introduction to user researchUnderstand people to design great experiences: An introduction to user research
Understand people to design great experiences: An introduction to user research
 
How to Improve Your Company's UX Capabilities - Let Your Methods Drive Your Plan
How to Improve Your Company's UX Capabilities - Let Your Methods Drive Your PlanHow to Improve Your Company's UX Capabilities - Let Your Methods Drive Your Plan
How to Improve Your Company's UX Capabilities - Let Your Methods Drive Your Plan
 
Changing the game of user experience — refresh, renew, reimagine
Changing the game of user experience — refresh, renew, reimagineChanging the game of user experience — refresh, renew, reimagine
Changing the game of user experience — refresh, renew, reimagine
 
Why User Research is must in Product Development
Why User Research is must in Product DevelopmentWhy User Research is must in Product Development
Why User Research is must in Product Development
 
Heuristic Evaluation - UX Approach
Heuristic Evaluation - UX ApproachHeuristic Evaluation - UX Approach
Heuristic Evaluation - UX Approach
 
User testing methodology
User testing methodologyUser testing methodology
User testing methodology
 
Design for User Experience
Design for User ExperienceDesign for User Experience
Design for User Experience
 
UXSG#6 Workshop
UXSG#6 WorkshopUXSG#6 Workshop
UXSG#6 Workshop
 
The Right Tools for the Job: Designing Your UX Approach
The Right Tools for the Job: Designing Your UX ApproachThe Right Tools for the Job: Designing Your UX Approach
The Right Tools for the Job: Designing Your UX Approach
 
Assumption mapping and managing uncertainty NUXUK
Assumption mapping and managing uncertainty NUXUK Assumption mapping and managing uncertainty NUXUK
Assumption mapping and managing uncertainty NUXUK
 
Moving the Needle with UX Benchmarking
Moving the Needle with UX BenchmarkingMoving the Needle with UX Benchmarking
Moving the Needle with UX Benchmarking
 
Institutionalizing User Experience
Institutionalizing User ExperienceInstitutionalizing User Experience
Institutionalizing User Experience
 
Agile Inception Techniques - DeliverConf 17 Workshop
Agile Inception Techniques - DeliverConf 17 WorkshopAgile Inception Techniques - DeliverConf 17 Workshop
Agile Inception Techniques - DeliverConf 17 Workshop
 
Experience Strategy
Experience StrategyExperience Strategy
Experience Strategy
 
Usability Presentation
Usability PresentationUsability Presentation
Usability Presentation
 
User Experience Process
User Experience Process User Experience Process
User Experience Process
 
10 Real Steps to SharePoint Adoption - Eric Riz
10 Real Steps to SharePoint Adoption - Eric Riz10 Real Steps to SharePoint Adoption - Eric Riz
10 Real Steps to SharePoint Adoption - Eric Riz
 
Driving SharePoint Adoption - webinar presentation
Driving SharePoint Adoption - webinar presentationDriving SharePoint Adoption - webinar presentation
Driving SharePoint Adoption - webinar presentation
 

Viewers also liked

20 Best Social Media Strategies
20 Best Social Media Strategies20 Best Social Media Strategies
20 Best Social Media Strategiesirfan ahmad
 
The 20 best social media campaigns
The 20 best social media campaignsThe 20 best social media campaigns
The 20 best social media campaignsPALIO
 
Social Media Engagement For The Resort Industry
Social Media Engagement For The Resort IndustrySocial Media Engagement For The Resort Industry
Social Media Engagement For The Resort IndustryEric Hoffman
 
Hotel Public Relations - Leslie Moica Garcia
Hotel Public Relations - Leslie Moica GarciaHotel Public Relations - Leslie Moica Garcia
Hotel Public Relations - Leslie Moica GarciaBORN
 
Social Media Plan Proposal - Veuve Clicquot Rich Campaign - Holiday 2015
Social Media Plan Proposal - Veuve Clicquot Rich Campaign - Holiday 2015Social Media Plan Proposal - Veuve Clicquot Rich Campaign - Holiday 2015
Social Media Plan Proposal - Veuve Clicquot Rich Campaign - Holiday 2015Emeric Delalandre
 
Social Media: A Presentation for Public Relation Professionals in the Ski Res...
Social Media: A Presentation for Public Relation Professionals in the Ski Res...Social Media: A Presentation for Public Relation Professionals in the Ski Res...
Social Media: A Presentation for Public Relation Professionals in the Ski Res...Greg Wood
 
A travel PR plan by Sperlingreene PR and Marketing Communications for a vacat...
A travel PR plan by Sperlingreene PR and Marketing Communications for a vacat...A travel PR plan by Sperlingreene PR and Marketing Communications for a vacat...
A travel PR plan by Sperlingreene PR and Marketing Communications for a vacat...Steven Greene
 
Public relations in tourism
Public relations in tourismPublic relations in tourism
Public relations in tourismmlkatterhenry
 
Ford's European social media campaign for the Fiesta
Ford's European social media campaign for the FiestaFord's European social media campaign for the Fiesta
Ford's European social media campaign for the FiestaWe Are Social
 
Digital and Social Content Marketing Proposal Example for Resort Hotel
Digital and Social Content Marketing Proposal Example for Resort HotelDigital and Social Content Marketing Proposal Example for Resort Hotel
Digital and Social Content Marketing Proposal Example for Resort HotelJames Hills
 
Public Relations Plan
Public Relations PlanPublic Relations Plan
Public Relations Planmbp817
 
PR plan template free
PR plan template freePR plan template free
PR plan template freeDebbie Leven
 
Burberry`s PR strategy
Burberry`s PR strategyBurberry`s PR strategy
Burberry`s PR strategyMarlena Bräu
 
HOW TO: Start Creating a PR Plan
HOW TO: Start Creating a PR PlanHOW TO: Start Creating a PR Plan
HOW TO: Start Creating a PR PlanGeben Communication
 
Tiffany & Co (PR Plan)
Tiffany & Co (PR Plan)Tiffany & Co (PR Plan)
Tiffany & Co (PR Plan)Zeenat Rasheed
 

Viewers also liked (19)

PR for the C-Suite
PR for the C-SuitePR for the C-Suite
PR for the C-Suite
 
20 Best Social Media Strategies
20 Best Social Media Strategies20 Best Social Media Strategies
20 Best Social Media Strategies
 
The 20 best social media campaigns
The 20 best social media campaignsThe 20 best social media campaigns
The 20 best social media campaigns
 
Social Media Engagement For The Resort Industry
Social Media Engagement For The Resort IndustrySocial Media Engagement For The Resort Industry
Social Media Engagement For The Resort Industry
 
Hotel Public Relations - Leslie Moica Garcia
Hotel Public Relations - Leslie Moica GarciaHotel Public Relations - Leslie Moica Garcia
Hotel Public Relations - Leslie Moica Garcia
 
Social Media Plan Proposal - Veuve Clicquot Rich Campaign - Holiday 2015
Social Media Plan Proposal - Veuve Clicquot Rich Campaign - Holiday 2015Social Media Plan Proposal - Veuve Clicquot Rich Campaign - Holiday 2015
Social Media Plan Proposal - Veuve Clicquot Rich Campaign - Holiday 2015
 
Social Media: A Presentation for Public Relation Professionals in the Ski Res...
Social Media: A Presentation for Public Relation Professionals in the Ski Res...Social Media: A Presentation for Public Relation Professionals in the Ski Res...
Social Media: A Presentation for Public Relation Professionals in the Ski Res...
 
A travel PR plan by Sperlingreene PR and Marketing Communications for a vacat...
A travel PR plan by Sperlingreene PR and Marketing Communications for a vacat...A travel PR plan by Sperlingreene PR and Marketing Communications for a vacat...
A travel PR plan by Sperlingreene PR and Marketing Communications for a vacat...
 
Public relations in tourism
Public relations in tourismPublic relations in tourism
Public relations in tourism
 
Ford's European social media campaign for the Fiesta
Ford's European social media campaign for the FiestaFord's European social media campaign for the Fiesta
Ford's European social media campaign for the Fiesta
 
Digital and Social Content Marketing Proposal Example for Resort Hotel
Digital and Social Content Marketing Proposal Example for Resort HotelDigital and Social Content Marketing Proposal Example for Resort Hotel
Digital and Social Content Marketing Proposal Example for Resort Hotel
 
Digital marketing Proposal for Hotel Industry
Digital marketing Proposal for  Hotel IndustryDigital marketing Proposal for  Hotel Industry
Digital marketing Proposal for Hotel Industry
 
ITFT - resort mgt
ITFT - resort mgtITFT - resort mgt
ITFT - resort mgt
 
Public Relations Plan
Public Relations PlanPublic Relations Plan
Public Relations Plan
 
PR plan template free
PR plan template freePR plan template free
PR plan template free
 
Burberry`s PR strategy
Burberry`s PR strategyBurberry`s PR strategy
Burberry`s PR strategy
 
HOW TO: Start Creating a PR Plan
HOW TO: Start Creating a PR PlanHOW TO: Start Creating a PR Plan
HOW TO: Start Creating a PR Plan
 
Tiffany & Co (PR Plan)
Tiffany & Co (PR Plan)Tiffany & Co (PR Plan)
Tiffany & Co (PR Plan)
 
planning resort planning
planning resort planningplanning resort planning
planning resort planning
 

Similar to Internet world - Four approaches to User Experience and how they helped IHG and Citizens Advice

What the UX? – Confessions of a Designer
What the UX? – Confessions of a DesignerWhat the UX? – Confessions of a Designer
What the UX? – Confessions of a DesignerThomas Gläser
 
Optimizing Mobile UX Design Webinar Presentation Slides
Optimizing Mobile UX Design Webinar Presentation SlidesOptimizing Mobile UX Design Webinar Presentation Slides
Optimizing Mobile UX Design Webinar Presentation SlidesUserZoom
 
UserZoom & UXPA Present a Webinar: Build a Better Experience
UserZoom & UXPA Present a Webinar: Build a Better ExperienceUserZoom & UXPA Present a Webinar: Build a Better Experience
UserZoom & UXPA Present a Webinar: Build a Better ExperienceUserZoom
 
Basics of-usability-testing
Basics of-usability-testingBasics of-usability-testing
Basics of-usability-testingWBC Software Lab
 
User Zoom Webinar Monster Aug09 Vf
User Zoom Webinar Monster Aug09 VfUser Zoom Webinar Monster Aug09 Vf
User Zoom Webinar Monster Aug09 VfUserZoom
 
Agile + Lean Startup principles + Lean UX -> How to make it all work together!
Agile + Lean Startup principles + Lean UX -> How to make it all work together!Agile + Lean Startup principles + Lean UX -> How to make it all work together!
Agile + Lean Startup principles + Lean UX -> How to make it all work together!Amrita Aviyente
 
Upa why usability shouldn't come first
Upa why usability shouldn't come firstUpa why usability shouldn't come first
Upa why usability shouldn't come firstTraci Lepore
 
Why Usability Should Never Come First
Why Usability Should Never Come FirstWhy Usability Should Never Come First
Why Usability Should Never Come FirstDavid Rondeau
 
How to do usability testing and eye tracking
How to do usability testing and eye trackingHow to do usability testing and eye tracking
How to do usability testing and eye trackingObjective Experience
 
Usability Testing and QA 12 11-15
Usability Testing and QA 12 11-15Usability Testing and QA 12 11-15
Usability Testing and QA 12 11-15Shilpa Thanawala
 
Prototyping and Usability Testing your designs
Prototyping and Usability Testing your designsPrototyping and Usability Testing your designs
Prototyping and Usability Testing your designsElizabeth Snowdon
 
Webinar: How to Conduct Unmoderated Remote Usability Testing
Webinar: How to Conduct Unmoderated Remote Usability TestingWebinar: How to Conduct Unmoderated Remote Usability Testing
Webinar: How to Conduct Unmoderated Remote Usability TestingUserZoom
 
Filip Healy (Threesixty Reality): Making Immersive Tech More Usable
Filip Healy (Threesixty Reality): Making Immersive Tech More UsableFilip Healy (Threesixty Reality): Making Immersive Tech More Usable
Filip Healy (Threesixty Reality): Making Immersive Tech More UsableAugmentedWorldExpo
 
Building Corporate UX Capabilities
Building Corporate UX CapabilitiesBuilding Corporate UX Capabilities
Building Corporate UX Capabilitiesjhorvath
 
"Open" includes users - Leverage their input
"Open" includes users - Leverage their input"Open" includes users - Leverage their input
"Open" includes users - Leverage their inputRandy Earl
 
Uz big design talk may10
Uz big design talk may10Uz big design talk may10
Uz big design talk may10UserZoom
 
Usability for everyone : Google I/O Extended 2018
Usability for everyone : Google I/O Extended 2018Usability for everyone : Google I/O Extended 2018
Usability for everyone : Google I/O Extended 2018Jagriti Pande
 

Similar to Internet world - Four approaches to User Experience and how they helped IHG and Citizens Advice (20)

What the UX? – Confessions of a Designer
What the UX? – Confessions of a DesignerWhat the UX? – Confessions of a Designer
What the UX? – Confessions of a Designer
 
Optimizing Mobile UX Design Webinar Presentation Slides
Optimizing Mobile UX Design Webinar Presentation SlidesOptimizing Mobile UX Design Webinar Presentation Slides
Optimizing Mobile UX Design Webinar Presentation Slides
 
UserZoom & UXPA Present a Webinar: Build a Better Experience
UserZoom & UXPA Present a Webinar: Build a Better ExperienceUserZoom & UXPA Present a Webinar: Build a Better Experience
UserZoom & UXPA Present a Webinar: Build a Better Experience
 
Basics of-usability-testing
Basics of-usability-testingBasics of-usability-testing
Basics of-usability-testing
 
User Zoom Webinar Monster Aug09 Vf
User Zoom Webinar Monster Aug09 VfUser Zoom Webinar Monster Aug09 Vf
User Zoom Webinar Monster Aug09 Vf
 
Project ux intel
Project ux intelProject ux intel
Project ux intel
 
Agile + Lean Startup principles + Lean UX -> How to make it all work together!
Agile + Lean Startup principles + Lean UX -> How to make it all work together!Agile + Lean Startup principles + Lean UX -> How to make it all work together!
Agile + Lean Startup principles + Lean UX -> How to make it all work together!
 
Upa why usability shouldn't come first
Upa why usability shouldn't come firstUpa why usability shouldn't come first
Upa why usability shouldn't come first
 
Why Usability Should Never Come First
Why Usability Should Never Come FirstWhy Usability Should Never Come First
Why Usability Should Never Come First
 
How to do usability testing and eye tracking
How to do usability testing and eye trackingHow to do usability testing and eye tracking
How to do usability testing and eye tracking
 
Usability Testing and QA 12 11-15
Usability Testing and QA 12 11-15Usability Testing and QA 12 11-15
Usability Testing and QA 12 11-15
 
UX Maturity Models
UX Maturity ModelsUX Maturity Models
UX Maturity Models
 
Prototyping and Usability Testing your designs
Prototyping and Usability Testing your designsPrototyping and Usability Testing your designs
Prototyping and Usability Testing your designs
 
Webinar: How to Conduct Unmoderated Remote Usability Testing
Webinar: How to Conduct Unmoderated Remote Usability TestingWebinar: How to Conduct Unmoderated Remote Usability Testing
Webinar: How to Conduct Unmoderated Remote Usability Testing
 
Filip Healy (Threesixty Reality): Making Immersive Tech More Usable
Filip Healy (Threesixty Reality): Making Immersive Tech More UsableFilip Healy (Threesixty Reality): Making Immersive Tech More Usable
Filip Healy (Threesixty Reality): Making Immersive Tech More Usable
 
Building Corporate UX Capabilities
Building Corporate UX CapabilitiesBuilding Corporate UX Capabilities
Building Corporate UX Capabilities
 
"Open" includes users - Leverage their input
"Open" includes users - Leverage their input"Open" includes users - Leverage their input
"Open" includes users - Leverage their input
 
What ux is
What ux isWhat ux is
What ux is
 
Uz big design talk may10
Uz big design talk may10Uz big design talk may10
Uz big design talk may10
 
Usability for everyone : Google I/O Extended 2018
Usability for everyone : Google I/O Extended 2018Usability for everyone : Google I/O Extended 2018
Usability for everyone : Google I/O Extended 2018
 

More from Nexer Digital

Elizabeth Buie - Older adults: Are we really designing for our future selves?
Elizabeth Buie - Older adults: Are we really designing for our future selves?Elizabeth Buie - Older adults: Are we really designing for our future selves?
Elizabeth Buie - Older adults: Are we really designing for our future selves?Nexer Digital
 
Embedding service design: blood, sweat, tears and tantrums
Embedding service design: blood, sweat, tears and tantrums Embedding service design: blood, sweat, tears and tantrums
Embedding service design: blood, sweat, tears and tantrums Nexer Digital
 
Imran Hussain- Co-design by community - May 2023.pdf
Imran Hussain-  Co-design by community - May 2023.pdfImran Hussain-  Co-design by community - May 2023.pdf
Imran Hussain- Co-design by community - May 2023.pdfNexer Digital
 
Natalie Pearce - From CX to EX: Good culture needs good design
Natalie Pearce - From CX to EX: Good culture needs good designNatalie Pearce - From CX to EX: Good culture needs good design
Natalie Pearce - From CX to EX: Good culture needs good designNexer Digital
 
Audree Fletcher - Designing in the dark
Audree Fletcher - Designing in the darkAudree Fletcher - Designing in the dark
Audree Fletcher - Designing in the darkNexer Digital
 
Erere Ikogho - Enhancing NHS Clinical Quality Improvement: Integrating User R...
Erere Ikogho - Enhancing NHS Clinical Quality Improvement: Integrating User R...Erere Ikogho - Enhancing NHS Clinical Quality Improvement: Integrating User R...
Erere Ikogho - Enhancing NHS Clinical Quality Improvement: Integrating User R...Nexer Digital
 
Shabira Papain - Inclusive design: Luxury or must-have?
Shabira Papain - Inclusive design: Luxury or must-have?Shabira Papain - Inclusive design: Luxury or must-have?
Shabira Papain - Inclusive design: Luxury or must-have?Nexer Digital
 
James Plunkett - Digital transformation in context: You’re part of something ...
James Plunkett - Digital transformation in context: You’re part of something ...James Plunkett - Digital transformation in context: You’re part of something ...
James Plunkett - Digital transformation in context: You’re part of something ...Nexer Digital
 
Jas Kang - Design imperatives at Depatment for Education using OKRs
Jas Kang - Design imperatives at Depatment for Education using OKRsJas Kang - Design imperatives at Depatment for Education using OKRs
Jas Kang - Design imperatives at Depatment for Education using OKRsNexer Digital
 
Helen Lawson - Death and other difficult words (Camp Digital 2022)
Helen Lawson - Death and other difficult words (Camp Digital 2022)Helen Lawson - Death and other difficult words (Camp Digital 2022)
Helen Lawson - Death and other difficult words (Camp Digital 2022)Nexer Digital
 
Sarah Mace - The better your culture, the better your user experience
Sarah Mace - The better your culture, the better your user experienceSarah Mace - The better your culture, the better your user experience
Sarah Mace - The better your culture, the better your user experienceNexer Digital
 
Kylie Havelock - Tailored advice services in the modern age (Camp Digital 2022)
Kylie Havelock - Tailored advice services in the modern age (Camp Digital 2022)Kylie Havelock - Tailored advice services in the modern age (Camp Digital 2022)
Kylie Havelock - Tailored advice services in the modern age (Camp Digital 2022)Nexer Digital
 
Sharon O'Dea and Hanna Karppi - A Human-Centred Future of Work
Sharon O'Dea and Hanna Karppi - A Human-Centred Future of Work Sharon O'Dea and Hanna Karppi - A Human-Centred Future of Work
Sharon O'Dea and Hanna Karppi - A Human-Centred Future of Work Nexer Digital
 
Rachel Coldicutt - We are all technologists now!
Rachel Coldicutt - We are all technologists now!Rachel Coldicutt - We are all technologists now!
Rachel Coldicutt - We are all technologists now!Nexer Digital
 
Gerry McGovern - Earth Experience Design (Camp Digital 2022)
Gerry McGovern - Earth Experience Design (Camp Digital 2022)Gerry McGovern - Earth Experience Design (Camp Digital 2022)
Gerry McGovern - Earth Experience Design (Camp Digital 2022)Nexer Digital
 
Older Adults: Are We Really Designing for Our Future Selves? (BAD Conf. 2022)
Older Adults: Are We Really Designing for Our Future Selves? (BAD Conf. 2022)Older Adults: Are We Really Designing for Our Future Selves? (BAD Conf. 2022)
Older Adults: Are We Really Designing for Our Future Selves? (BAD Conf. 2022)Nexer Digital
 
Notes from the dyslexic side of the screen - Lisa Matthews - Nexer Digital ...
Notes from the dyslexic side of the screen - Lisa Matthews  - Nexer Digital  ...Notes from the dyslexic side of the screen - Lisa Matthews  - Nexer Digital  ...
Notes from the dyslexic side of the screen - Lisa Matthews - Nexer Digital ...Nexer Digital
 
Alt text as poetry for gov campnorth
Alt text as poetry for gov campnorthAlt text as poetry for gov campnorth
Alt text as poetry for gov campnorthNexer Digital
 
An introduction to content design
An introduction to content designAn introduction to content design
An introduction to content designNexer Digital
 
Sigma's Farewell to the Wellcome Genome Campus, January 2020
Sigma's Farewell to the Wellcome Genome Campus, January 2020Sigma's Farewell to the Wellcome Genome Campus, January 2020
Sigma's Farewell to the Wellcome Genome Campus, January 2020Nexer Digital
 

More from Nexer Digital (20)

Elizabeth Buie - Older adults: Are we really designing for our future selves?
Elizabeth Buie - Older adults: Are we really designing for our future selves?Elizabeth Buie - Older adults: Are we really designing for our future selves?
Elizabeth Buie - Older adults: Are we really designing for our future selves?
 
Embedding service design: blood, sweat, tears and tantrums
Embedding service design: blood, sweat, tears and tantrums Embedding service design: blood, sweat, tears and tantrums
Embedding service design: blood, sweat, tears and tantrums
 
Imran Hussain- Co-design by community - May 2023.pdf
Imran Hussain-  Co-design by community - May 2023.pdfImran Hussain-  Co-design by community - May 2023.pdf
Imran Hussain- Co-design by community - May 2023.pdf
 
Natalie Pearce - From CX to EX: Good culture needs good design
Natalie Pearce - From CX to EX: Good culture needs good designNatalie Pearce - From CX to EX: Good culture needs good design
Natalie Pearce - From CX to EX: Good culture needs good design
 
Audree Fletcher - Designing in the dark
Audree Fletcher - Designing in the darkAudree Fletcher - Designing in the dark
Audree Fletcher - Designing in the dark
 
Erere Ikogho - Enhancing NHS Clinical Quality Improvement: Integrating User R...
Erere Ikogho - Enhancing NHS Clinical Quality Improvement: Integrating User R...Erere Ikogho - Enhancing NHS Clinical Quality Improvement: Integrating User R...
Erere Ikogho - Enhancing NHS Clinical Quality Improvement: Integrating User R...
 
Shabira Papain - Inclusive design: Luxury or must-have?
Shabira Papain - Inclusive design: Luxury or must-have?Shabira Papain - Inclusive design: Luxury or must-have?
Shabira Papain - Inclusive design: Luxury or must-have?
 
James Plunkett - Digital transformation in context: You’re part of something ...
James Plunkett - Digital transformation in context: You’re part of something ...James Plunkett - Digital transformation in context: You’re part of something ...
James Plunkett - Digital transformation in context: You’re part of something ...
 
Jas Kang - Design imperatives at Depatment for Education using OKRs
Jas Kang - Design imperatives at Depatment for Education using OKRsJas Kang - Design imperatives at Depatment for Education using OKRs
Jas Kang - Design imperatives at Depatment for Education using OKRs
 
Helen Lawson - Death and other difficult words (Camp Digital 2022)
Helen Lawson - Death and other difficult words (Camp Digital 2022)Helen Lawson - Death and other difficult words (Camp Digital 2022)
Helen Lawson - Death and other difficult words (Camp Digital 2022)
 
Sarah Mace - The better your culture, the better your user experience
Sarah Mace - The better your culture, the better your user experienceSarah Mace - The better your culture, the better your user experience
Sarah Mace - The better your culture, the better your user experience
 
Kylie Havelock - Tailored advice services in the modern age (Camp Digital 2022)
Kylie Havelock - Tailored advice services in the modern age (Camp Digital 2022)Kylie Havelock - Tailored advice services in the modern age (Camp Digital 2022)
Kylie Havelock - Tailored advice services in the modern age (Camp Digital 2022)
 
Sharon O'Dea and Hanna Karppi - A Human-Centred Future of Work
Sharon O'Dea and Hanna Karppi - A Human-Centred Future of Work Sharon O'Dea and Hanna Karppi - A Human-Centred Future of Work
Sharon O'Dea and Hanna Karppi - A Human-Centred Future of Work
 
Rachel Coldicutt - We are all technologists now!
Rachel Coldicutt - We are all technologists now!Rachel Coldicutt - We are all technologists now!
Rachel Coldicutt - We are all technologists now!
 
Gerry McGovern - Earth Experience Design (Camp Digital 2022)
Gerry McGovern - Earth Experience Design (Camp Digital 2022)Gerry McGovern - Earth Experience Design (Camp Digital 2022)
Gerry McGovern - Earth Experience Design (Camp Digital 2022)
 
Older Adults: Are We Really Designing for Our Future Selves? (BAD Conf. 2022)
Older Adults: Are We Really Designing for Our Future Selves? (BAD Conf. 2022)Older Adults: Are We Really Designing for Our Future Selves? (BAD Conf. 2022)
Older Adults: Are We Really Designing for Our Future Selves? (BAD Conf. 2022)
 
Notes from the dyslexic side of the screen - Lisa Matthews - Nexer Digital ...
Notes from the dyslexic side of the screen - Lisa Matthews  - Nexer Digital  ...Notes from the dyslexic side of the screen - Lisa Matthews  - Nexer Digital  ...
Notes from the dyslexic side of the screen - Lisa Matthews - Nexer Digital ...
 
Alt text as poetry for gov campnorth
Alt text as poetry for gov campnorthAlt text as poetry for gov campnorth
Alt text as poetry for gov campnorth
 
An introduction to content design
An introduction to content designAn introduction to content design
An introduction to content design
 
Sigma's Farewell to the Wellcome Genome Campus, January 2020
Sigma's Farewell to the Wellcome Genome Campus, January 2020Sigma's Farewell to the Wellcome Genome Campus, January 2020
Sigma's Farewell to the Wellcome Genome Campus, January 2020
 

Recently uploaded

The future of UX design support tools - talk Paris March 2024
The future of UX design support tools - talk Paris March 2024The future of UX design support tools - talk Paris March 2024
The future of UX design support tools - talk Paris March 2024Alan Dix
 
Math Group 3 Presentation OLOLOLOLILOOLLOLOL
Math Group 3 Presentation OLOLOLOLILOOLLOLOLMath Group 3 Presentation OLOLOLOLILOOLLOLOL
Math Group 3 Presentation OLOLOLOLILOOLLOLOLkenzukiri
 
AMBER GRAIN EMBROIDERY | Growing folklore elements | Barbara Rakovska
AMBER GRAIN EMBROIDERY | Growing folklore elements | Barbara RakovskaAMBER GRAIN EMBROIDERY | Growing folklore elements | Barbara Rakovska
AMBER GRAIN EMBROIDERY | Growing folklore elements | Barbara RakovskaBarusRa
 
WCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptx
WCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptxWCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptx
WCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptxHasan S
 
Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024
Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024
Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024Ted Drake
 
High-Quality Faux Embroidery Services | Cre8iveSkill
High-Quality Faux Embroidery Services | Cre8iveSkillHigh-Quality Faux Embroidery Services | Cre8iveSkill
High-Quality Faux Embroidery Services | Cre8iveSkillCre8iveskill
 
UI UX Process for SaaS Product Design Success
UI UX Process for SaaS Product Design SuccessUI UX Process for SaaS Product Design Success
UI UX Process for SaaS Product Design SuccessThink 360 Studio
 
LRFD Bridge Design Specifications-AASHTO (2014).pdf
LRFD Bridge Design Specifications-AASHTO (2014).pdfLRFD Bridge Design Specifications-AASHTO (2014).pdf
LRFD Bridge Design Specifications-AASHTO (2014).pdfHctorFranciscoSnchez1
 
Construction Documents Checklist before Construction
Construction Documents Checklist before ConstructionConstruction Documents Checklist before Construction
Construction Documents Checklist before ConstructionResDraft
 
Designing for privacy: 3 essential UX habits for product teams
Designing for privacy: 3 essential UX habits for product teamsDesigning for privacy: 3 essential UX habits for product teams
Designing for privacy: 3 essential UX habits for product teamsBlock Party
 
Design mental models for managing large-scale dbt projects. March 21, 2024 in...
Design mental models for managing large-scale dbt projects. March 21, 2024 in...Design mental models for managing large-scale dbt projects. March 21, 2024 in...
Design mental models for managing large-scale dbt projects. March 21, 2024 in...Ed Orozco
 
UX Conference on UX Research Trends in 2024
UX Conference on UX Research Trends in 2024UX Conference on UX Research Trends in 2024
UX Conference on UX Research Trends in 2024mikailaoh
 
Unlocking Conversion_ The Art of Turning Visitors into Loyal Customers.pdf
Unlocking Conversion_ The Art of Turning Visitors into Loyal Customers.pdfUnlocking Conversion_ The Art of Turning Visitors into Loyal Customers.pdf
Unlocking Conversion_ The Art of Turning Visitors into Loyal Customers.pdfIBM
 
Models of Disability - an overview by Marno Retief & Rantoa Letšosa
Models of Disability - an overview by Marno Retief & Rantoa LetšosaModels of Disability - an overview by Marno Retief & Rantoa Letšosa
Models of Disability - an overview by Marno Retief & Rantoa Letšosaannemarleenolthof1
 
Create Funeral Invites Online @ feedvu.com
Create Funeral Invites Online @ feedvu.comCreate Funeral Invites Online @ feedvu.com
Create Funeral Invites Online @ feedvu.comjakyjhon00
 
How to use Ai for UX UI Design | ChatGPT
How to use Ai for UX UI Design | ChatGPTHow to use Ai for UX UI Design | ChatGPT
How to use Ai for UX UI Design | ChatGPTThink 360 Studio
 
Embroidery design from embroidery magazine
Embroidery design from embroidery magazineEmbroidery design from embroidery magazine
Embroidery design from embroidery magazineRivanEleraki
 
Khushi sharma undergraduate portfolio...
Khushi sharma undergraduate portfolio...Khushi sharma undergraduate portfolio...
Khushi sharma undergraduate portfolio...khushisharma298853
 

Recently uploaded (18)

The future of UX design support tools - talk Paris March 2024
The future of UX design support tools - talk Paris March 2024The future of UX design support tools - talk Paris March 2024
The future of UX design support tools - talk Paris March 2024
 
Math Group 3 Presentation OLOLOLOLILOOLLOLOL
Math Group 3 Presentation OLOLOLOLILOOLLOLOLMath Group 3 Presentation OLOLOLOLILOOLLOLOL
Math Group 3 Presentation OLOLOLOLILOOLLOLOL
 
AMBER GRAIN EMBROIDERY | Growing folklore elements | Barbara Rakovska
AMBER GRAIN EMBROIDERY | Growing folklore elements | Barbara RakovskaAMBER GRAIN EMBROIDERY | Growing folklore elements | Barbara Rakovska
AMBER GRAIN EMBROIDERY | Growing folklore elements | Barbara Rakovska
 
WCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptx
WCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptxWCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptx
WCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptx
 
Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024
Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024
Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024
 
High-Quality Faux Embroidery Services | Cre8iveSkill
High-Quality Faux Embroidery Services | Cre8iveSkillHigh-Quality Faux Embroidery Services | Cre8iveSkill
High-Quality Faux Embroidery Services | Cre8iveSkill
 
UI UX Process for SaaS Product Design Success
UI UX Process for SaaS Product Design SuccessUI UX Process for SaaS Product Design Success
UI UX Process for SaaS Product Design Success
 
LRFD Bridge Design Specifications-AASHTO (2014).pdf
LRFD Bridge Design Specifications-AASHTO (2014).pdfLRFD Bridge Design Specifications-AASHTO (2014).pdf
LRFD Bridge Design Specifications-AASHTO (2014).pdf
 
Construction Documents Checklist before Construction
Construction Documents Checklist before ConstructionConstruction Documents Checklist before Construction
Construction Documents Checklist before Construction
 
Designing for privacy: 3 essential UX habits for product teams
Designing for privacy: 3 essential UX habits for product teamsDesigning for privacy: 3 essential UX habits for product teams
Designing for privacy: 3 essential UX habits for product teams
 
Design mental models for managing large-scale dbt projects. March 21, 2024 in...
Design mental models for managing large-scale dbt projects. March 21, 2024 in...Design mental models for managing large-scale dbt projects. March 21, 2024 in...
Design mental models for managing large-scale dbt projects. March 21, 2024 in...
 
UX Conference on UX Research Trends in 2024
UX Conference on UX Research Trends in 2024UX Conference on UX Research Trends in 2024
UX Conference on UX Research Trends in 2024
 
Unlocking Conversion_ The Art of Turning Visitors into Loyal Customers.pdf
Unlocking Conversion_ The Art of Turning Visitors into Loyal Customers.pdfUnlocking Conversion_ The Art of Turning Visitors into Loyal Customers.pdf
Unlocking Conversion_ The Art of Turning Visitors into Loyal Customers.pdf
 
Models of Disability - an overview by Marno Retief & Rantoa Letšosa
Models of Disability - an overview by Marno Retief & Rantoa LetšosaModels of Disability - an overview by Marno Retief & Rantoa Letšosa
Models of Disability - an overview by Marno Retief & Rantoa Letšosa
 
Create Funeral Invites Online @ feedvu.com
Create Funeral Invites Online @ feedvu.comCreate Funeral Invites Online @ feedvu.com
Create Funeral Invites Online @ feedvu.com
 
How to use Ai for UX UI Design | ChatGPT
How to use Ai for UX UI Design | ChatGPTHow to use Ai for UX UI Design | ChatGPT
How to use Ai for UX UI Design | ChatGPT
 
Embroidery design from embroidery magazine
Embroidery design from embroidery magazineEmbroidery design from embroidery magazine
Embroidery design from embroidery magazine
 
Khushi sharma undergraduate portfolio...
Khushi sharma undergraduate portfolio...Khushi sharma undergraduate portfolio...
Khushi sharma undergraduate portfolio...
 

Internet world - Four approaches to User Experience and how they helped IHG and Citizens Advice

Editor's Notes

  1. INTROS
  2. Assume most in audience are familiar
  3. Never underestimate the ability of users to simply refuse to use a site or app It can be VERY hard to win people back Or worse still, hated! If it’s an internal app/intranet, it can slow down productivity, attract widespread criticism or lead to error If its public-facing, designed to drive sales or deliver a service, your reputation is at stake if you don’t understand what people want from you. Getting it right however can lead to a rapid sharing of your site, content, products or service UX work ALWAYS throws up some surprises, quick fixes and the occasional howler UX is not one size fits all – what one audience loves another might hate Even as a UX house, we sometimes design things that real users don’t get
  4. Perceptions aren’t always factual but it does need to be sold as a concept Focus on ROI – a little can go a long way, as well as the big intangible - people like to feel they’ve had their say! Always rewarding, often enjoyable for participants and can save real costs down the line
  5. Chosen mechanisms that are relatively inexpensive and a little out of the norm Quite different customers, very different needs Both open minded about the value of user engagement and the need to test and refine
  6. Briefly run thru the projects to explain which projects used which techniques Also mentioning some techniques we aren’t discussing in detail Citizens Advice extranet Essential to their work Establishes the link between the central organisation and the bureaux in the field
  7. Guerilla usability testing of a prototype at bureaux and in head office Card sorting with a range of users
  8. Main site for Citizens Advice potential donors, volunteers, partners and press
  9. Users identified by Citizens Advice
  10. Leah
  11. IHG a global organisation
  12. We use surveymonkey Simplest way to get a large number of responses Surveymonkey tracks responses and does some analysis – logistics are really very simple
  13. Larger number Gives the results a more scientific basis If targeting members of the public consider recruiting thu a market research agency People need to know what’s coming and why – need to know it’s not spam People have other jobs to do Progress bar helps to avoid people dropping out Multi-choice Easier for them and you
  14. Rapid prototyping and JAD Users, stakeholders and developers all together Discuss requirements and build prototype live in the session
  15. Do this AFTER user research – otherwise 10 people might end up designing the app
  16. Moving on from research to testing Don’t always need a lab Tools like Silverback and Morae allow you to capture usage patterns and user responses woth just a laptop and webcam Can easily carry this out at people’s offices if necessary
  17. Guerilla testing across the web/phone
  18. Monitor tracks what users are looking at Can be hired or bought – we use Acuity Fixations and saccades Larger blobs, longer time on focus