User needs & project teams - Umbraco Codegarden 2016

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A talk on how to keep the client happy in a digital project, especially when moving into the 'black box of development' phase. User journeys, user experience, empathy maps, service evidencing and 'the peak end rule'. All tools to provide for your client as well as all other members of the project team, keeping them happy and content all the way. And by that, making you a success.

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User needs & project teams - Umbraco Codegarden 2016

  1. 1. Umbraco Codegarden 
 #cg16 LauraVilsbaek
 @lauravilsbaek Photo: Micky Wiswedel USER NEEDS & PROJECTTEAMS
  2. 2. EAAA - Strategiproces for Multimedie og Digital KommunikationLauraVilsbaek - Projektledelse i Praksis - lauravilsbaek.dk • Digital business development: 
 Inspiration, facilitation and process management • Master of Arts • Work: Designit, Skybrud.dk, ZUPA Recommended • www.lauravilsbaek.dk / @lauravilsbaek LAURAVILSBAEK
  3. 3. 2015 Supporting Merial on their strategic journey towards becoming the trusted partner within pet wellness and animal health. Business & digital transformation as well as various digital products & services all aiming to enable healthier & happier lives for pets, their parents and their vets. From pharma company to pet wellness enabler Merial
  4. 4. 2015 Lots of reports,lots of publications,
 lots of knowledge,lots of people.
 Not a lot of digital. Until Skybrud.dk came along and did a great corporate website in Umbraco. Research & knowledge within the public sector KORA
  5. 5. 2015 Bringing a bit of user experience and adding a touch of design expertise to a manufacturer manufacturing a lot of the devices we all use every day. B2B manufacturer moving 
 into consumer electronics Goertek
  6. 6. DESIGNTHINKING
  7. 7. GOOD FOR BUSINESS
  8. 8. Source: http://www.dmi.org/?page=DesignDrivesValue GOOD FOR BUSINESS
  9. 9. IT’S NOT ABOUT THE DESIGNER
  10. 10. IT’S ALL ABOUT PEOPLE
  11. 11. DESIGNTHINKING TOOLS
  12. 12. Source: http://dschool.stanford.edu/redesigningtheater/the-design-thinking-process/ THE DESIGN PROCESS
  13. 13. THE DESIGN PROCESS • Understand your users • Users are not rational • Users are emotional • Users are not like you • Users are everything like you • Users are people
  14. 14. UNDERSTANDING USERS
  15. 15. THE USER JOURNEY
  16. 16. Umbraco Codegarden ‘16@lauravilsbaek It’s all about actions and actual user experience THE USER JOURNEY
  17. 17. Umbraco Codegarden ‘16@lauravilsbaek THE USER JOURNEY Remembering entire sequences: Before, during and efter
  18. 18. Umbraco Codegarden ‘16@lauravilsbaek THE USER JOURNEY Identifying touch points
  19. 19. Umbraco Codegarden ‘16@lauravilsbaek THE USER JOURNEY Identifying hassles
  20. 20. Umbraco Codegarden ‘16@lauravilsbaek THE USER JOURNEY Identifying peak + end
  21. 21. Umbraco Codegarden ‘16@lauravilsbaek THE USER JOURNEY Identifying your baseline
  22. 22. Umbraco Codegarden ‘16@lauravilsbaek THE USER JOURNEY Identifying moments of loyalty
  23. 23. Umbraco Codegarden ‘16@lauravilsbaek THE USER JOURNEY Identifying ambassadors
  24. 24. Umbraco Codegarden ‘16@lauravilsbaek THE USER JOURNEY …involving new users…
  25. 25. THE CLIENT JOURNEY
  26. 26. THE USER EMPATHY MAP
  27. 27. USER NEEDS IN PROJECTTEAMS
  28. 28. IT’S ALL ABOUT THE ACTUAL EXPERIENCE
  29. 29. OPTIMISETHE PEAK ANDTHE END
  30. 30. SERVICE EVIDENCING
  31. 31. COMMUNICATE
  32. 32. UNDERSTAND
  33. 33. FEEDBACK MECHANISMS
  34. 34. Source: http://trivsel.skybrud.dk/
  35. 35. Photo: Micky Wiswedel USER NEEDS & PROJECTTEAMS
  36. 36. kontakt@lauravilsbaek.dk @lauravilsbaek THANKS

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