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UX STRAT Europe 2019: Clemens Lutsch, Centigrade

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UX STRAT Europe 2019: Clemens Lutsch, Centigrade

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  2. 2. “UX KPI measurement of aspects of the user interaction with the organization’s services, products and systems, based on use, human behavior, attitude, perception and responses.” “KPI a measurement that informs how efficient and effective an organization achieves its strategic goals.”
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  5. 5. “ROI of UX / Usability a performance measure used by an organization or person to identify the efficiency of application of human-centred design in an organization, process and/or system, product or service design activities.” “ROI a performance measure used by an organization or person to identify the efficiency of an investment or number of different investments.”
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  8. 8. Key Partners Key Activities Key Resources Value Propositions Customer Relationship Channels Internal Customer Segments External Customer Segments Cost Structure ROI of UX / Usability Value Propositions Internal Customer Relationship External Customer Relationship Key Activities Verification & Validation UX KPIs / Objectives • Plan for human-centred design in organization & project • Specify context of use • Identify user needs • Specify user requirements • Produce design solutions • Evaluate design solutions against requirements • Iterate where necessary • Collect field UX data • Improve system quality • Innovate • 5 hilariously fast computers • 3 VR Headsets • 3 AR Headsets • 5 Licenses of XYZ Software • 1 t of LEGO • Uni-Corn Inc. • Corn Syrup Ltd. • Horses and more Inc. • i-didn’t-see-that-one- coming.com • Usability / Concept Test [formative evaluation], 12k $ each • Usability / System Test [summative evaluation], 15k $ each • Field Data analysis, 1,5k $ / month • License costs, 2,5k $ / year • Focus groups • Requirement prioritized • UX Research, based on context of use • Evaluation scenario / task based • Concept test asap • # of errors in use of key scenarios • Increase interaction efficiency against competition by min. 5% • SUS Score • Reduced time-to-decision by min. 25% • Increase in customer satisfaction by min. 5% • Reuse of assets in Sales/Marketing • PO Team • Technical Lead • Development Team • Sales • Registered users • Visitors • Customers (user that have ordered our services) • Website • App • Smart Device (Unicorn- Tracker 1.0) • Magazine (Unicorns 4ever) • Unicorn-Fangroups • Buyers of the Movie “The last unicorn” • Amateur Magicians • Professional Magicians • People, that do believe in unicorns, but not in magicians
  9. 9. Key Partners Key Activities Key Resources Value Propositions Customer Relationship Channels Internal Customer Segments External Customer Segments Cost Structure ROI of UX / Usability Value Propositions Internal Customer Relationship External Customer Relationship Key Activities Verification & Validation UX KPIs / Objectives • Plan for human-centred design in organization & project • Specify context of use • Identify user needs • Specify user requirements • Produce design solutions • Evaluate design solutions against requirements • Iterate where necessary • Collect field UX data • Improve system quality • Innovate • 5 hilariously fast computers • 3 VR Headsets • 3 AR Headsets • 5 Licenses of XYZ Software • 1 t of LEGO • Uni-Corn Inc. • Corn Syrup Ltd. • Horses and more Inc. • i-didn’t-see-that-one- coming.com • Usability / Concept Test [formative evaluation], 12k $ each • Usability / System Test [summative evaluation], 15k $ each • Field Data analysis, 1,5k $ / month • License costs, 2,5k $ / year • Focus groups • Requirement prioritized • UX Research, based on context of use • Evaluation scenario / task based • Concept test asap • # of errors in use of key scenarios • Increase interaction efficiency against competition by min. 5% • SUS Score • Reduced time-to-decision by min. 25% • Increase in customer satisfaction by min. 5% • Reuse of assets in Sales/Marketing • PO Team • Technical Lead • Development Team • Sales • Registered users • Visitors • Customers (user that have ordered our services) • Website • App • Smart Device (Unicorn- Tracker 1.0) • Magazine (Unicorns 4ever) • Unicorn-Fangroups • Buyers of the Movie “The last unicorn” • Amateur Magicians • Professional Magicians • People, that do believe in unicorns, but not in magicians

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