Ce sont les piliers du contexte. Piliers à la base du solomo. En somme, les systèmes doivent s’adapter à l’amalgame des pilliers composant le contexte. Vous devez considérer ces 5 piliers lorsque vous développez une interface, qu’elle soit mobile ou non, une borne, ou autre.Pour se faire vous devez répondre à quelques questions.http://www.slideshare.net/wasvel/a-context-aware-mobile-social-webpublic-5094705Sensibilité aux contextes = s’adapte aux besoins de l’utilisateur dans n’importe quelle situation.«ContextAwareness = adapts to user needs in anygiven situation/context.»
Product Camp Montreal | Map The Experience. Change The Machine. Save The World. #pcamppmtl
MAP THE EXPERIENCE.
CHANGE THE MACHINE.
Jean-Sébastien Chouinard, M.Sc.
Team Lead – Web Strategy
HAVE YOU EVER SAID OR HEARD?
“Yeah, it’s our website, it’s old and ugly; we are still
waiting for the budget to revamp it.”
“Don’t trust what’s written on the website, it’s
outdated, call the customer service instead.”
“In store promotions are not applicable online.”
24 months or 36
BAD SERVICE OFFER = NO MONEY
64% of customers switch because of bad customer
It’s more important than price (57%)
$4,000 loss per customer
Source: Accenture, « High Performance in the Age of Customer Centricity », 2008
CLIENT IS DEAD, LONG LIVE THE
Companies must give a significant experience at
every touch point. From acquisition to the support
It is not a MARKCOMM project, it’s a corporate
• Is the person in a secure, nosy or dark place?
• Is she in public or in private?
• Is she on the move?
• Is she planning an activity?
• Is she in the action or she has time to think?
Does she want to be entertained or relaxed?
What does she want to fulfill?
Is she under pressure, is it an emergency?
Is she in control?
From Which Support?
• What device does she uses?
• What are its components?
On Which Network?
• Does she need an Internet connection to
accomplish her tasks?
• Can she accomplish her tasks locally?
ILLUSTRATE SIGNIFICATIVE USER
Define users needs and
Identify touch points and
User Journey Map
PERSONAS + USER JOURNEY MAP
“What makes a customer journey map much more
powerful than simply delivering personas and
scenarios is its ability to highlight the flow of the
Source: Flom J., « The Value of Customer Journey Maps: A UX Designer’s Personal Journey », 2011
WHY ARE WE DOING THIS?
• To have a better understanding of the user’s
state of mind at each interaction with a touch
• To improve collaboration between channels
• To present an holistic view of the user across
channels and departments
• To identify weakness and inconsistencies
3 PRINCIPLES OF BRAND
DIFFERENTIATION WITH USER
• Building on user needs before features
• Strengthen the brand with every
interaction, not just communication and
• Consider user experience as a
competence, not a function of the company
Source: Temkin, « The Customer Experience Journey », Forrester, September 2008
Jean-Sebastien Chouinard, M.Sc
Team Lead Web Strategy