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@danielwalsh
Leverage Seven Proof Points
to Improve the User Experience of
Your Product or Service
March 2018
Daniel Walsh
Copyright © 2018 nuCognitive. All rights reserved.2
Our Shared Purpose For Today’s Session
Enable you to concisely explain...
What Do We Mean By “User Experience”?
Customers, Buyers, Users, End Users
3 Copyright © 2018 nuCognitive. All rights reser...
What Do We Mean By “User Experience”?
User experience is defined as the thoughts,
attitudes, emotions, and perceptions of ...
User experience Proof Points are a set of key
moments or inflection points that can either
make or break the user experien...
6 Copyright © 2018 nuCognitive. All rights reserved.
1. First
Awareness
2. First Touch or
Use
3. Purchase
4. Out of Box
5....
7 Copyright © 2018 nuCognitive. All rights reserved.
1. First
Awareness
2. Purchase
3. Pre-Service
Preparation
4. First To...
References
Carlzon, Jon. Moments of Truth. 1989.
Grundy ,Terry. “Understanding Moments of Truth: The Key Link to Improve P...
Copyright © 2018 nuCognitive. All rights reserved.9
Q&A
Feel free to follow up with us at
daniel.walsh@nuCognitive.com
@da...
½ Day Workshop Outline
Introductions
Defining a User Experience
User Experience Proof Points
Evaluation Exercise
• In team...
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7 proof points to improve the ux of your product or service   daniel walsh nu cognitive Slide 1 7 proof points to improve the ux of your product or service   daniel walsh nu cognitive Slide 2 7 proof points to improve the ux of your product or service   daniel walsh nu cognitive Slide 3 7 proof points to improve the ux of your product or service   daniel walsh nu cognitive Slide 4 7 proof points to improve the ux of your product or service   daniel walsh nu cognitive Slide 5 7 proof points to improve the ux of your product or service   daniel walsh nu cognitive Slide 6 7 proof points to improve the ux of your product or service   daniel walsh nu cognitive Slide 7 7 proof points to improve the ux of your product or service   daniel walsh nu cognitive Slide 8 7 proof points to improve the ux of your product or service   daniel walsh nu cognitive Slide 9 7 proof points to improve the ux of your product or service   daniel walsh nu cognitive Slide 10
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The UX Proof Points workshop helps participants explore UX and learn by doing with exercises using the UX Proof Points model.

UX Proof Points are a set of seven moments, or inflection points, that can either make or break the user experience.

1.First Awareness
2.First Touch/Use
3.Purchase
4.Out-of-the-Box
5.Installation/Setup
6.Daily Use
7.Refresh/Recycle

This mini-workshop was held at Product Camp Dallas 2018

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7 proof points to improve the ux of your product or service daniel walsh nu cognitive

  1. 1. @danielwalsh Leverage Seven Proof Points to Improve the User Experience of Your Product or Service March 2018 Daniel Walsh
  2. 2. Copyright © 2018 nuCognitive. All rights reserved.2 Our Shared Purpose For Today’s Session Enable you to concisely explain what a user experience is Know how to use the seven Proof Points to evaluate the UX of a product or service Be able to use the UX Proof Points to deliver more compelling products or services @danielwalsh
  3. 3. What Do We Mean By “User Experience”? Customers, Buyers, Users, End Users 3 Copyright © 2018 nuCognitive. All rights reserved. How you would define “user experience” ?
  4. 4. What Do We Mean By “User Experience”? User experience is defined as the thoughts, attitudes, emotions, and perceptions of an individual before, during, and after use of a system.* 4 Copyright © 2018 nuCognitive. All rights reserved. *Reference: Similar to definition found in international standard on ergonomics of human system interaction, ISO 9241-210
  5. 5. User experience Proof Points are a set of key moments or inflection points that can either make or break the user experience. UX Proof Points may have been inspired by Procter & Gamble Moments of Truth1 A moment of truth2 is the moment when a user interacts with a brand, product, or service to form or change an impression about that particular brand, product or service 5 Copyright © 2018 nuCognitive. All rights reserved. 1. Reference: A.G. Lafley Chairman, President & CEO of Procter & Gamble coined two Moments of Truth in 20052 2. Moment of Truth was introduced in the 1980s by Jan Carlzon
  6. 6. 6 Copyright © 2018 nuCognitive. All rights reserved. 1. First Awareness 2. First Touch or Use 3. Purchase 4. Out of Box 5. Installation and Setup 6. Daily Use 7. Refresh or Recycle Product UX Proof Points @danielwalsh
  7. 7. 7 Copyright © 2018 nuCognitive. All rights reserved. 1. First Awareness 2. Purchase 3. Pre-Service Preparation 4. First Touch or Onboarding 5. Service Delivery 6. Last Touch or Departure 7. Post-Service Follow Up Service UX Proof Points @danielwalsh
  8. 8. References Carlzon, Jon. Moments of Truth. 1989. Grundy ,Terry. “Understanding Moments of Truth: The Key Link to Improve Patient Satisfaction,” Press Ganey. Hyken, Shep. “The New Moment Of Truth In Business,” Forbes, 2016. Zero Moment of Truth (ZMOT) Handbook and think with Google ZMOT website IBM Design Language: Six universal experiences https://www.ibm.com/design/language/experience Heath, Chip and Dan. The Power of Moments. 2017. Relationship Marketing and Customer Relationship Management by Annekie Brink & Adele Berndt 8 Copyright © 2018 nuCognitive. All rights reserved. @danielwalsh
  9. 9. Copyright © 2018 nuCognitive. All rights reserved.9 Q&A Feel free to follow up with us at daniel.walsh@nuCognitive.com @danielwalsh Our Shared Purpose For Today’s Workshop Enable you to concisely explain what a user experience is Know how to use the seven Proof Points to evaluate the UX of a product or service Be able to use the UX Proof Points to deliver more compelling products or services http://bit.ly/walshslides
  10. 10. ½ Day Workshop Outline Introductions Defining a User Experience User Experience Proof Points Evaluation Exercise • In teams of five to ten people, select a product or service to evaluate from the list provided (e.g. Nest, Keurig, Uber) • Use each of the seven UX Proof Points to evaluate the product against the competition Improvement Exercise • Select a UX Proof Point to improve • As individuals, brainstorm three to five ideas for “How might we…” • Affinity group and vote on the top ideas Exercise debrief Summary Q&A Next Steps 10 Copyright © 2018 nuCognitive. All rights reserved.

The UX Proof Points workshop helps participants explore UX and learn by doing with exercises using the UX Proof Points model. UX Proof Points are a set of seven moments, or inflection points, that can either make or break the user experience. 1.First Awareness 2.First Touch/Use 3.Purchase 4.Out-of-the-Box 5.Installation/Setup 6.Daily Use 7.Refresh/Recycle This mini-workshop was held at Product Camp Dallas 2018

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