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18.03.2016
Matters
@EstherBCM
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
We specialise in user experience and service d...
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
What is User
experience?
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
User + Product = Experience
https://userexperi...
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
What is user experience (a.k.a. UX)?
User expe...
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
Why does it matter?
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
User Experience is about better outcomes
• Hel...
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
Helping people achieve their goals
Courtesy of...
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
Helping people achieve their goals
http://www....
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
Exploring and exploiting changing human behavi...
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
Delivering the most value for the least effort...
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
Delivering the most value for the least effort...
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
Survival
Eewei Chen, @ultraman
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
Source: YouTube.com/RadDan
Survival
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
Everything Changes
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
Source: Shutter Stock
People evolve
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
Feel Good, Be Comfortable, Less Effort
Source:...
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
How can you use
UX?
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
User-centred design for events
Discover
Define...
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
1. Discover
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
Ask the right questions
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
• Who are we designing for?
• What is their pu...
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
Generative Product & Market Research
Generativ...
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
Evaluative Product/Market Research
Evaluative ...
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
2. Define
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
User types
Attendees Delegates Organisers
Spon...
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
Proto-personas
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
Roadmap of desired attendee outcomes
Discover
...
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
Participant experience map
• ‘This is the righ...
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
Objectives and outcomes
Objectives Develop a b...
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
3. Design, test, implement
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
The event lifecycle
Pre-event During
the event...
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
User experience principles
Clarity
Stakeholder...
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
Customer journey mapping
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
Explore
• Design something new
Exploit
• Use w...
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
So many options….
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
Key to design for success
http://semanticstudi...
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
Test, Test, TEST!!!
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
4. Measure and improve
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
Ask yourselves
• Did we get the outcome we wan...
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
How might we do
differently next time?
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
Achieve better outcomes
• Help people achieve ...
+44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
Problem solved.
0131 561 7300
esther@bordercro...
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User experience (UX) matters - EventIt Learning Zone 2016 Slide 1 User experience (UX) matters - EventIt Learning Zone 2016 Slide 2 User experience (UX) matters - EventIt Learning Zone 2016 Slide 3 User experience (UX) matters - EventIt Learning Zone 2016 Slide 4 User experience (UX) matters - EventIt Learning Zone 2016 Slide 5 User experience (UX) matters - EventIt Learning Zone 2016 Slide 6 User experience (UX) matters - EventIt Learning Zone 2016 Slide 7 User experience (UX) matters - EventIt Learning Zone 2016 Slide 8 User experience (UX) matters - EventIt Learning Zone 2016 Slide 9 User experience (UX) matters - EventIt Learning Zone 2016 Slide 10 User experience (UX) matters - EventIt Learning Zone 2016 Slide 11 User experience (UX) matters - EventIt Learning Zone 2016 Slide 12 User experience (UX) matters - EventIt Learning Zone 2016 Slide 13 User experience (UX) matters - EventIt Learning Zone 2016 Slide 14 User experience (UX) matters - EventIt Learning Zone 2016 Slide 15 User experience (UX) matters - EventIt Learning Zone 2016 Slide 16 User experience (UX) matters - EventIt Learning Zone 2016 Slide 17 User experience (UX) matters - EventIt Learning Zone 2016 Slide 18 User experience (UX) matters - EventIt Learning Zone 2016 Slide 19 User experience (UX) matters - EventIt Learning Zone 2016 Slide 20 User experience (UX) matters - EventIt Learning Zone 2016 Slide 21 User experience (UX) matters - EventIt Learning Zone 2016 Slide 22 User experience (UX) matters - EventIt Learning Zone 2016 Slide 23 User experience (UX) matters - EventIt Learning Zone 2016 Slide 24 User experience (UX) matters - EventIt Learning Zone 2016 Slide 25 User experience (UX) matters - EventIt Learning Zone 2016 Slide 26 User experience (UX) matters - EventIt Learning Zone 2016 Slide 27 User experience (UX) matters - EventIt Learning Zone 2016 Slide 28 User experience (UX) matters - EventIt Learning Zone 2016 Slide 29 User experience (UX) matters - EventIt Learning Zone 2016 Slide 30 User experience (UX) matters - EventIt Learning Zone 2016 Slide 31 User experience (UX) matters - EventIt Learning Zone 2016 Slide 32 User experience (UX) matters - EventIt Learning Zone 2016 Slide 33 User experience (UX) matters - EventIt Learning Zone 2016 Slide 34 User experience (UX) matters - EventIt Learning Zone 2016 Slide 35 User experience (UX) matters - EventIt Learning Zone 2016 Slide 36 User experience (UX) matters - EventIt Learning Zone 2016 Slide 37 User experience (UX) matters - EventIt Learning Zone 2016 Slide 38 User experience (UX) matters - EventIt Learning Zone 2016 Slide 39 User experience (UX) matters - EventIt Learning Zone 2016 Slide 40 User experience (UX) matters - EventIt Learning Zone 2016 Slide 41 User experience (UX) matters - EventIt Learning Zone 2016 Slide 42 User experience (UX) matters - EventIt Learning Zone 2016 Slide 43 User experience (UX) matters - EventIt Learning Zone 2016 Slide 44 User experience (UX) matters - EventIt Learning Zone 2016 Slide 45
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User experience (UX) matters - EventIt Learning Zone 2016

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How using UX design techniques will improve the experience of your attendees, exhibitors and sponsors - throughout the lifecycle of your event. Given at EventIt 2016

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User experience (UX) matters - EventIt Learning Zone 2016

  1. 1. 18.03.2016 Matters @EstherBCM
  2. 2. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 We specialise in user experience and service design. Together we help companies large and small deliver better customer experiences. We do this by concentrating on one thing: finding out what works for your customers. Problem solved.
  3. 3. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 What is User experience?
  4. 4. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 User + Product = Experience https://userexperiencerocks.wordpress.com/tag/ux-and-ui-bike/
  5. 5. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 What is user experience (a.k.a. UX)? User experience encompasses all of the elements and points that (consciously or unconsciously) influence how a person perceives a company, its services and its products. It includes everything we see, hear and do as well as our emotional reactions. Put simply: UX is all about finding out what works best for the people your business needs to reach, engage and convert.
  6. 6. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 Why does it matter?
  7. 7. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 User Experience is about better outcomes • Helping people achieve their goals • Exploring and exploiting changing Human Behaviour • Delivering the most value for the least effort • Its about survival
  8. 8. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 Helping people achieve their goals Courtesy of Antti T. Nissinen https://www.flickr.com/photos/veisto/
  9. 9. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 Helping people achieve their goals http://www.quora.com/Whats-the-difference-between-UI-and-UX-design
  10. 10. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 Exploring and exploiting changing human behaviour https://www.youtube.com/watch?v=2lXh2n0aPyw
  11. 11. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 Delivering the most value for the least effort http://www.quora.com/Whats-the-difference-between-UI-and-UX-design
  12. 12. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 Delivering the most value for the least effort http://www.quora.com/Whats-the-difference-between-UI-and-UX-design
  13. 13. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 Survival Eewei Chen, @ultraman
  14. 14. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 Source: YouTube.com/RadDan Survival
  15. 15. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 Everything Changes
  16. 16. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 Source: Shutter Stock People evolve
  17. 17. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 Feel Good, Be Comfortable, Less Effort Source: The Simpsons But what people want doesn’t
  18. 18. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 How can you use UX?
  19. 19. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 User-centred design for events Discover DefineDesign Test Your Target Audience Take a user centered approach to harnessing new opportunities and solving complex business problems. Test ideas and balance your business objectives with all your customer needs.
  20. 20. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 1. Discover
  21. 21. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 Ask the right questions
  22. 22. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 • Who are we designing for? • What is their purpose? • What are their wants and needs? • What are the problems and challenges they face? • How does our “solution” fit into their lives and the jobs they need to get done? • What are our constraints? Understand
  23. 23. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 Generative Product & Market Research Generative Product Research Generative Market Research Questions  How can we solve the problem?  What form should this take?  How important is the design?  What’s the quickest solution?  What is the minimum feature set?  How should we prioritise? Methods  Solution interview  Contextual inquiry/ethnography  Demo pitch  Consulting  Competitor analysis and usability testing Questions  Who is our customer?  What are their pains?  What job needs to be done?  Is our customer segment too broad?  How do we find them? Methods  Customer discovery interviews  Contextual inquiry/ethnography  Data mining  Focus groups*  Surveys* (open ended) * Not recommended
  24. 24. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 Evaluative Product/Market Research Evaluative Product Research Evaluative Market Research Questions  Is this solution working?  Are people using it?  Which solution is better?  How should we optimise this?  What do people like / dislike?  Why do they do that? Methods  Paper prototypes  Clickable prototypes  Usability  Hallway  Live  Remote  Functioning products  Analytics  Surveys* o Net Promoter Score o Product/Market Fit Survey * Not recommended Questions  Are they really willing to pay?  How much will they pay?  How do we convince them to buy?  How much will it cost to sell?  Can we scale marketing? Methods  5 second tests  Comprehension  Conjoint Analysis  Data mining/market research  Surveys* (closed) * Not recommended
  25. 25. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 2. Define
  26. 26. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 User types Attendees Delegates Organisers Sponsors Exhibitors Suppliers Speakers Performers Partners
  27. 27. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 Proto-personas
  28. 28. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 Roadmap of desired attendee outcomes Discover Sign up Provide feedback Share Interact with organisers Interact with other attendees Share their experience with others Attend event Pre-event During the day Post-event Interact Share Enjoy Continue to network Sign- up/follow Sign-up for future events
  29. 29. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 Participant experience map • ‘This is the right conference for me’ • ‘The right people will be there’ • ‘The speakers are interesting’ • ‘The topics are relevant to me' • ‘I want to attend’ • The registration is easy • ‘I will make the most of my day’ • The tools and information that I have been given are interesting and helpful’ • ‘I know this is a good use of my time’ Pre- conference • ‘The right people are here’ • ‘I am discovering new things’ • ‘I am inspired to take my ideas forwards’ • ‘I have made good connections’ • ‘I know what is happening at any one moment’ • ‘I know where I am supposed to be at any one moment’ • ‘I want to share the information that I am gleaning’ • ‘Everything I need to make my day easy is to hand’ During the day • ‘I can continue the conversation’ • ‘I can easily share what I took away from the day with others’ • ‘I can easily find the people that I met’ • ‘I want to attend this event next year’ • ‘I want to attend other events from this organisation that are relevant to me’ • ‘I will tell other people to attend this event next year’ Post- conference
  30. 30. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 Objectives and outcomes Objectives Develop a brand reputation as market leaders Attend a high end event in Scotland - not have to travel far for quality Showcase their products and/or services Develop the ‘must attend’ event in Scotland Learn more about opportunities in the market place Learn more about the market and potential customer needs Develop a community and a forum to continue these conversations Learn more about the competition Meet influential people and people with purchasing power Provide a great experience at our events Network and have a great day out Increase the perception of their brand as market leaders or disruptors Outcomes Own the conversation about X in Scotland Enrich and develop my networks to start conversation Improved brand perception and awareness Generate profit and sign ups for future events (sponsorship and attendees) Benchmark my company against competitors Generate qualified leads Participants Vendors/Sponsor s Your organisation
  31. 31. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 3. Design, test, implement
  32. 32. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 The event lifecycle Pre-event During the event Post- event Consistent Experience
  33. 33. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 User experience principles Clarity Stakeholders will require clarity to understand what the event is and why they should engage with it. Relevance Stakeholders must be able to immediately identify information and actions that are relevant and specific to them. Simplicity We must continually strive to make it simpler for Stakeholders to use our channels, apps and websites to interact with us as a business. Transparency We must ensure that the benefits, outcomes and usage of our event are shared openly and honestly. Reassurance We must reassure Stakeholders that our mission and the event we’ve developed is high quality and geared towards helping people achieve their aims.
  34. 34. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 Customer journey mapping
  35. 35. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 Explore • Design something new Exploit • Use what is available
  36. 36. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 So many options….
  37. 37. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
  38. 38. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 Key to design for success http://semanticstudios.com/user_experience_design/
  39. 39. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 Test, Test, TEST!!!
  40. 40. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978
  41. 41. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 4. Measure and improve
  42. 42. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 Ask yourselves • Did we get the outcome we want? • If yes, what was the impact to the business? • If no, why wasn’t it right? • What have we learnt? • How might we do differently next time?
  43. 43. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 How might we do differently next time?
  44. 44. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 Achieve better outcomes • Help people achieve their goals • Explore and exploit changing Human Behaviour • Deliver the most value for the least effort • Survive and flourish
  45. 45. +44 (0) 131 561 7300 | www.bordercrossingmedia.com | Company No: SC 308 978 Problem solved. 0131 561 7300 esther@bordercrossingmedia.com @EstherBCM @BCM_Tweets
  • VeronicaLopez183686

    Nov. 26, 2021

How using UX design techniques will improve the experience of your attendees, exhibitors and sponsors - throughout the lifecycle of your event. Given at EventIt 2016

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