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UX to customer experienceand back againA journey towards shared understandingThe Web and Beyond                       Boon...
You may have read things like...Net Promoter ScoreCustomer Experience ManagementVoice of the Customer... all these things ...
What is customer experience?  http://www.flickr.com/photos/moominmolly/385173277   3   @boonych
Two campsInteraction designers        MarketersInformation architects       AnalystsDesign researchers           Product m...
Many silosDesign “silo”                5                @boonych
Shared understanding comes from...ArtifactsProcessesLeadership                 6             @boonych
My business flow diagram story               7            @boonych
Layering empathy on top               8          @boonych
Shared understanding through artifactsUnderstanding the business processeshelpedIntegrating the two viewpoints was a stepf...
10   @boonych
Shared understanding through processesDon’t underestimate amount ofinformation that people haveBuild on top of understandi...
The real work happens at theintersections                              Dept                               B           Dept...
Shared understanding throughleadershipKim Goodwin: “Managers are assigned;leaders emerge”UX work is like being a detective...
Shared Artifacts  Integrate viewpoints, encourage     work in the right direction  Shared ProcessesCollaboratively buildin...
Thanks                                     References                     http://www.slideshare.net/KimGoodw              ...
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UX to customer experience and back again

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UX to customer experience and back again

  1. UX to customer experienceand back againA journey towards shared understandingThe Web and Beyond Boon Yew Chew26 Sept 2012 @boonych
  2. You may have read things like...Net Promoter ScoreCustomer Experience ManagementVoice of the Customer... all these things are not new 2 @boonych
  3. What is customer experience? http://www.flickr.com/photos/moominmolly/385173277 3 @boonych
  4. Two campsInteraction designers MarketersInformation architects AnalystsDesign researchers Product managersVisual designers SalespeopleCreative directors Customer servicePrototype engineers Senior executives... ... 4 @boonych
  5. Many silosDesign “silo” 5 @boonych
  6. Shared understanding comes from...ArtifactsProcessesLeadership 6 @boonych
  7. My business flow diagram story 7 @boonych
  8. Layering empathy on top 8 @boonych
  9. Shared understanding through artifactsUnderstanding the business processeshelpedIntegrating the two viewpoints was a stepforward 9 @boonych
  10. 10 @boonych
  11. Shared understanding through processesDon’t underestimate amount ofinformation that people haveBuild on top of understanding that’salready thereSmall groups of essential, dedicatedstakeholders 11 @boonych
  12. The real work happens at theintersections Dept B Dept Dept E A Dept C Dept D 12 @boonych
  13. Shared understanding throughleadershipKim Goodwin: “Managers are assigned;leaders emerge”UX work is like being a detective and talentscout 13 @boonych
  14. Shared Artifacts Integrate viewpoints, encourage work in the right direction Shared ProcessesCollaboratively building upon existing understanding Shared Leadership Influencing the work towards the intersections of silos 14 @boonych
  15. Thanks References http://www.slideshare.net/KimGoodw in/kim-goodwin-on-ux-leadership- 2011-04 http://52weeksofux.com/post/240360 7066/building-a-shared- understanding “Outside In: the power of putting your customers at the center of your business” - Manning, BodineBoon Yew Chew@boonych 15 @boonych

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