Crush CX with Human-Centered Design

1. Crush CX with Human-centered Design Arik Abel 2:00-2:45 // Governors I Twitter: @arikabel

2. Warmer blanket story Arik Abel | @arikabel Crush CX with Human-Centered Design #high5conf

3. How might we reduce the cost of incubators for 3rd world hospitals? Arik Abel | @arikabel Crush CX with Human-Centered Design #high5conf

4. Arik Abel | @arikabel Crush CX with Human-Centered Design #high5conf

5. How might we create a baby-warming device that helps parents in remote villages give their dying infants a chance to survive? Arik Abel | @arikabel Crush CX with Human-Centered Design #high5conf

6. Heats up with boiling water and keeps baby at the right temperature for hours $25 price point makes it easy for a village to own and share Team has helped over 300,000 babies in 10 years Embrace Infant Warmer Arik Abel | @arikabel Crush CX with Human-Centered Design #high5conf

7. Takeaways from this presentation Learn more Embrace Innovations | embraceinnovations.com Stanford d.School | dschool.stanford.edu IDEO | ideo.com Arik Abel | @arikabel Crush CX with Human-Centered Design #high5conf

8. What is human-centered design Today’s key takeaways • Fundamentals of human-centered design • 7 techniques to explore • Resources to follow up on • Inspiration to do something new Arik Abel | @arikabel Crush CX with Human-Centered Design #high5conf

9. A more beautiful question Technique #1 Ask a more beautiful question Arik Abel | @arikabel Crush CX with Human-Centered Design #high5conf

10. A more beautiful question Arik Abel | @arikabel Crush CX with Human-Centered Design #high5conf

11. A more beautiful question Human-centered design a.k.a. Design thinking

12. Ask big questions: VR example and pictures Arik Abel | @arikabel Crush CX with Human-Centered Design #high5conf

14. A more beautiful question Technique #1 Ask a more beautiful question Arik Abel | @arikabel Crush CX with Human-Centered Design #high5conf

15. How might we engage and delight B2B buyers with consumer-like experiences?

16. How might we apply engaging consumer experiences to the B2B buyer journey? Arik Abel | @arikabel Crush CX with Human-Centered Design #high5conf

18. A more beautiful question

19. A more beautiful question Technique #2 Interviews Active listening Contextual inquiry Arik Abel | @arikabel Crush CX with Human-Centered Design #high5conf

20. Tell me about the last time you brought in a new digital tool Arik Abel | @arikabel Crush CX with Human-Centered Design #high5conf

21. Problem theory: Finding, buying and owning business apps is hard Arik Abel | @arikabel Crush CX with Human-Centered Design #high5conf

22. How they solve these problems today License tracking, cost control and app audit Visualizing tech stacks Powerpoint Excel Visio Adobe (Or do nothing) Okta/OneLogin Citrix as a value add LastPass Browsers Spreadsheets Spreadsheets Adaptive Insights (FP&A) MetaSaaS (SAM) Cloud Access Security Brokers (CASB) Employee Monitoring Consultants Auditors MSPs (Or do nothing) Teams up to C-suite Biz owner, C-suite finance, IT Google Social media Peer referrals Events Vendor sales & mktg Gartner/analysts G2Crowd Capterra Influencers/blogs MSPs/consultants Digital service providers Finding new apps Teams up to to C- Suite and procurement Software knowledge and collaboration Vendor KB/customer success Email Spreadsheets Cloud file shares Camtasia Confluence Slack Proj. mgmt tools Zoom/conferencing Intranet Service desks Consultants Walk.me (on screen training) LMS (Or only in the minds of people) Teams & tech ops Who benefits the most Secure access App delivery Okta Citrix/VMware Workspace 365 (or do nothing) IT IT End users Arik Abel | @arikabel Crush CX with Human-Centered Design #high5conf

23. A more beautiful question Technique #3 Paper prototyping Arik Abel | @arikabel Crush CX with Human-Centered Design #high5conf

24. A more beautiful question Technique #4 - Outside Worlds Arik Abel | @arikabel Crush CX with Human-Centered Design #high5conf

25. A little background VR experience at Gartner Symposium for Unified Workspace OCT 2016 Started Design Thinking @ Lenovo SEPT 2017 SMB 1:1 Interviews begin OCT 2017 Sirius Decisions Summit MAY 2018 Demand gen: all time high Retention and close: all time low Secured investment to pivot Began applying human-centered design A new concept is born

26. A more beautiful question Our Old World: Digital Workspace

27. A more beautiful question This Outside World: Tech Stack

28. First AirStack paper prototype Time to produce: 5 minutes Included: High level message Conceptual diagram Arik Abel | @arikabel Crush CX with Human-Centered Design #high5conf

29. First AirStack paper prototype Learnings within 30 minutes: Potential sales objections Buyer, influencer and user personas to test Use cases and messaging Potential features Arik Abel | @arikabel Crush CX with Human-Centered Design #high5conf

30. 9 months of concept validation Accepting early customers Feb 2019 First AirStack concept May 2018 Arik Abel | @arikabel Crush CX with Human-Centered Design #high5conf

31. A more beautiful question Technique #5 Think aloud testing Arik Abel | @arikabel Crush CX with Human-Centered Design #high5conf

32. A more beautiful question Technique #6 Buy a feature Arik Abel | @arikabel Crush CX with Human-Centered Design #high5conf

33. A more beautiful question Arik Abel | @arikabel Crush CX with Human-Centered Design #high5conf

34. LUMA Institute | luma-institute.com Search “Luma Institute Handbook” “Luma Institute Cards” Arik Abel | @arikabel Crush CX with Human-Centered Design #high5conf

35. Other stuff we did to learn and iterate before there was a product Quantitative surveys on pain points and audiences Voice of customer analysis from 20+ transcribed recordings Continuous 1:1 interviews across segments/personas Online user testing on website for voice of customer feedback Message testing w/ 2MM impressions Tradeshows armed with slideware and paper prototypes for customer recruitment Message testing website for customer recruitment Advisory panel of influencers and industry thought leaders Think aloud testing user studies Built a contact list of 700 potential early customers Arik Abel | @arikabel Crush CX with Human-Centered Design #high5conf

36. Technique #7 Walk a Mile • Sales, marketing, product, UX, customer success • Onsite visits, learning company structure and how the product fits in • Help them roll out to learn their pains and explore solutions • Do the work for them to experience design problems first hand Arik Abel | @arikabel Crush CX with Human-Centered Design #high5conf

37. Continuous learning and iteration First 100 customers First 1000 Cross the chasm Accepting early customers Feb 2019 Arik Abel | @arikabel Crush CX with Human-Centered Design #high5conf

38. Takeaways & final thoughts • Human-centered design = practice, not process • Framing the right problem is key • Draw, mockup, print out, record, video, transcribe, document, analyze – everything • Get concepts back in front of people quickly and often • Plenty of resources to help: IDEO, LUMA, Stanford d.School, books…

39. Like what you saw? Let’s talk AirStack Access: airstack.com Consulting: Linkedin/Twitter - Arik Abel