1 Billion People     1        /7Are connected via   social media
UX Professionals Offer                                     Listening                                 Collaboration        ...
Understand     User EngagementRefine                 Design
Awareness           Removing                   AcquisitionTroubleshooting      User Engagement         Installation       ...
Engaging with Twitter        @customer I am frustrated with ProductX is bad. It shouldn’t        be so hard to do TaskY.  ...
Social engagement ispart of the experience
Socially Driven Design ™“Feature Enhancement”                                                     Company +               ...
Socially driven design enables you to engagewith users on an ongoing basis             Relationships enable better        ...
Socially Driven Design provides fasterfeedback            Real-time data not days                     or weeks later
Socially Driven Design is Agile            Continual conversation          shortens feedback cycles
Social Media enables global   Participatory Design
#UPA2012
Erling                           - Employed at Symantec                                                        - 20 years ...
Social breaks silos                Align culture around great                                experience
More than Marketing             Deliver an experience
Partner with a few key social leaders in your company      Get Started       Reach out to socially active customers
   Let’s continue the Discussion:     Twitter: @XDstrategy     Email: erling_amundson@symantec.com    Thanks to Alan Ga...
Using Social Media to Improve User Experience
Using Social Media to Improve User Experience
Using Social Media to Improve User Experience
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Using Social Media to Improve User Experience

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Erling Amundson's IGNITE presentation on Using Social Media to improve User Experience presented at the UPA2012 conference.

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  • Meeting users halfway and providing efficient support for any issues is the best way to procure online success. Improved user experience, amazing content, regular online interaction, etc. This will eventually lead to good online business.
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Using Social Media to Improve User Experience

  1. 1. 1 Billion People 1 /7Are connected via social media
  2. 2. UX Professionals Offer Listening Collaboration Learning about users Identifying experience improvements
  3. 3. Understand User EngagementRefine Design
  4. 4. Awareness Removing AcquisitionTroubleshooting User Engagement Installation Using Configuration Learning
  5. 5. Engaging with Twitter @customer I am frustrated with ProductX is bad. It shouldn’t be so hard to do TaskY. @support Sorry you are having problems. Have you seen the tips at http://t.co.abcdefg ? @customer Thanks. That is helpful. But, I still think the feature could be easier to use. @support I’d love to hear your ideas. Please DM me so we can chat more.
  6. 6. Social engagement ispart of the experience
  7. 7. Socially Driven Design ™“Feature Enhancement” Company + Author “Feature Released” Product Enhanced Prototype Business Author Unit Prototype 9
  8. 8. Socially driven design enables you to engagewith users on an ongoing basis Relationships enable better participation by users in the design process
  9. 9. Socially Driven Design provides fasterfeedback Real-time data not days or weeks later
  10. 10. Socially Driven Design is Agile Continual conversation shortens feedback cycles
  11. 11. Social Media enables global Participatory Design
  12. 12. #UPA2012
  13. 13. Erling - Employed at Symantec - 20 years experience in UX/Usability Digital Strategist - MS Applied Psychology - Advanced Radian6 user “I want to create experiences that delight people”Recent Tweets: Mocking up a socially enhanced persona to Top Tasks:share at #upa2012. This is kind of cool. #ux - Identify and refine search keywords - Monitor social media mentionsRT @KnowledgeBishop Most will say it can’t - Create socially driven UX methodsbe done: Prove them wrong. #BeTheOne Top Connections:Wondering why so many brands have a socialpresence but don’t respond to their customersquestions. #cx #uxEvents:CXPA Inaugural Conference October 19-20, 2011UPA International 2012 Conference June 4-8, 2012Groups:
  14. 14. Social breaks silos Align culture around great experience
  15. 15. More than Marketing Deliver an experience
  16. 16. Partner with a few key social leaders in your company Get Started Reach out to socially active customers
  17. 17.  Let’s continue the Discussion:  Twitter: @XDstrategy  Email: erling_amundson@symantec.com Thanks to Alan Galindez for visual design assistance. Some images from stock.xchng at www.sxc.hu.

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