This document discusses equalizing marketing efforts to support an optimal customer experience. It begins with an introduction of Han Toebast and his experience in design, branding, and user experience. It then provides several quotes about innovation, brands, and marketing before discussing the importance of understanding the customer experience journey. An example journey of a cleaner's day is mapped out to identify opportunities to improve and delight customers at different touchpoints. The presentation emphasizes that focusing marketing efforts on the customer experience is key to building a strong brand and loyal customer relationships.
I talked about how Design thinking can help to differentiate in service management between competitors, but mostly in the perception of customers during a congress in Zoetermeer.
Growing your business through design driven innovationHan Toebast
18 April 2017 I lectured about Design Thinking and Prototyping at the British Aerosol Manufacturers' Assocation. The audience was about 100 people and consisited of directors, product managers and technical engineers with a focus on aerosol innovations
How do you increase your opportunities for meaningful customer centric innovation? In this deck the Zilver team explain how they broaden the product scope and explore deeper outcomes to create blue oceans of opportunity. The Experience Design Matrix is introduced and explained with cases and exercises.
Quick guide to people-centered design by Michael Koenka of MDK Strategy. This covers processes, deliverables, plus handy insights into when to use it and why. Hats off and mad props goes out to the great peeps at Google Ventures, IDEO and Stanford Design for influencing this deck.
Stanford: Leading Innovation and Growth in a Changing WorldIntuit Inc.
We’ve all heard it before: Change is the only constant.
The origins of that maxim can be traced back to about 500 B.C., but it certainly holds true in today’s world, especially in the tech and business landscape. So, how can tomorrow’s leaders prepare themselves to lead change and transform organizations in the future?
This presentation by Brad Smith, CEO of Intuit, shows how focusing on customer insight, building a culture of innovation and balancing key resources can fuel sustained growth in a changing world.
Since becoming CEO in January 2008, Smith has helped to transform Intuit from a desktop software giant with a stalling innovation engine to a connected services company with a vibrant innovation pipeline.
Posti redefined: changing a 400-year old mammothJuho Paasonen
My presentation for the WUC Connect 2020 remote event on the 23rd of October, 2020. I'm outlining the strategy and the process that we used to fire the transformation of a 400-year old institution with service design.
I talked about how Design thinking can help to differentiate in service management between competitors, but mostly in the perception of customers during a congress in Zoetermeer.
Growing your business through design driven innovationHan Toebast
18 April 2017 I lectured about Design Thinking and Prototyping at the British Aerosol Manufacturers' Assocation. The audience was about 100 people and consisited of directors, product managers and technical engineers with a focus on aerosol innovations
How do you increase your opportunities for meaningful customer centric innovation? In this deck the Zilver team explain how they broaden the product scope and explore deeper outcomes to create blue oceans of opportunity. The Experience Design Matrix is introduced and explained with cases and exercises.
Quick guide to people-centered design by Michael Koenka of MDK Strategy. This covers processes, deliverables, plus handy insights into when to use it and why. Hats off and mad props goes out to the great peeps at Google Ventures, IDEO and Stanford Design for influencing this deck.
Stanford: Leading Innovation and Growth in a Changing WorldIntuit Inc.
We’ve all heard it before: Change is the only constant.
The origins of that maxim can be traced back to about 500 B.C., but it certainly holds true in today’s world, especially in the tech and business landscape. So, how can tomorrow’s leaders prepare themselves to lead change and transform organizations in the future?
This presentation by Brad Smith, CEO of Intuit, shows how focusing on customer insight, building a culture of innovation and balancing key resources can fuel sustained growth in a changing world.
Since becoming CEO in January 2008, Smith has helped to transform Intuit from a desktop software giant with a stalling innovation engine to a connected services company with a vibrant innovation pipeline.
Posti redefined: changing a 400-year old mammothJuho Paasonen
My presentation for the WUC Connect 2020 remote event on the 23rd of October, 2020. I'm outlining the strategy and the process that we used to fire the transformation of a 400-year old institution with service design.
how product focused companies can use service design to create competitive advantage and differentiation. 4 strategies to build product service eco-systems.
A short presentation describing the different roles of graphic designers, interaction designers, how they work together, and the importance of usability testing in order to create engaging user centered solutions.
Design thinking workshop at VODW BrusselsVODW Brussels
These are the slides from our Design Thinking workshop at VODW Brussels. You find an introduction about VODW Brussels, the set-up for the workshop, as well as a real VODW case, Mobly.
Often, without realizing, we commit mistakes that as UX professionals we shouldn't do. This list is a reminder of what are common UX mistakes we should avoid in our process so we don't set up the time bomb on the product.
Being a Digital Do-Gooder (IxDA Berlin Event #53)Clive K. Lavery
As digital designers we are constantly being told that we have the power to change the world.
But other than repeating this over and over again in our comfortable bubble of tech meetups, conferences or self centred documentaries how many of us actually use our perceived super powers for something more than making rich companies richer, selling more shoes online or creating something like "Uber for coat hangers"?
In my talk at the IxDA Berlin Event in September 2016 I will look at examples of applied digital do-goodism and discuss some strategies for how we can use our UX and design skills for social good.
Slides may contain traces of half baked philosophy, social romanticism, self guilt and hopefully inspiration.
"From Design Thinking to Design Doing" Suzanne Pellican's presentation from the O'Reilly Design conference on January 21, 2016 at Fort Mason in San Francisco, CA.
How We Work: UX Design at Navy Federal Credit UnionMitch Hazam GSD
This UX presentation illustrates How We Work at Navy Federal in the design process and was geared toward educating employees on how to best utilize UX and the role it plays.
a presentation about touch point orchestration, and how to design customer experiences using the customer journey and multi-disciplinary design management
Achieving 10X! What it takes to create meaningful products we loveLillian Ayla Ersoy
Meaningful UX, iterative product development and great teams are vital to achieve success in a fast-paced world where customer expectations are high! This talk illustrates how one creates value-driven innovation through meaningful product design, insight, attention to detail and reflection.
Design leader's cookbook -Building high-performing and happy creative teamsJuho Paasonen
My materials from the UX Bucharest 2017 workshop. Thanks for joining! :)
I'd like to also invite anyone else leading a design team (or aspiring to lead one) to take a look! If nothing else, you should be able to enjoy the dozens of memes. ;)
SXSW: Leadership in the Innovation Age Intuit Inc.
Intuit co-founder Scott Cook provided insights into how to drive transformation through agile leadership that embraces decision making by experimentation and allows small teams to do the impossible. More info: bit.ly/leanstartupintuit
What happens when a big traditional company meets the challenge of the digital transformation in the retail market, as Benetton did when asked us to redesign its e-commerce website?
In the story we shared yesterday at the @sfdesignweek, we discovered how a design process could be the spark of an actual company transformation. #SFDW17
Here's a 40 Million dollar opportunity. Don't screw up! Design thinking - Bla...Pedram Vahabi
How can you solve a problem and validate your solutions quickly by using design techniques to test iteratively your idea before committing a lot of money and time to build it.
Design thinking technique to build successful start-ups.
- Lean UX
- Lean Startup Methodology
- Design Thinking Technique
Event Model Canvas sert à concevoir des Modèle d'évènement à Succès.
Il s'agit-là d'un template assez intéressant pour concevoir une vision globale et concise d'une évènement.
Ghani Kolli
www.ghanikolli.com
how product focused companies can use service design to create competitive advantage and differentiation. 4 strategies to build product service eco-systems.
A short presentation describing the different roles of graphic designers, interaction designers, how they work together, and the importance of usability testing in order to create engaging user centered solutions.
Design thinking workshop at VODW BrusselsVODW Brussels
These are the slides from our Design Thinking workshop at VODW Brussels. You find an introduction about VODW Brussels, the set-up for the workshop, as well as a real VODW case, Mobly.
Often, without realizing, we commit mistakes that as UX professionals we shouldn't do. This list is a reminder of what are common UX mistakes we should avoid in our process so we don't set up the time bomb on the product.
Being a Digital Do-Gooder (IxDA Berlin Event #53)Clive K. Lavery
As digital designers we are constantly being told that we have the power to change the world.
But other than repeating this over and over again in our comfortable bubble of tech meetups, conferences or self centred documentaries how many of us actually use our perceived super powers for something more than making rich companies richer, selling more shoes online or creating something like "Uber for coat hangers"?
In my talk at the IxDA Berlin Event in September 2016 I will look at examples of applied digital do-goodism and discuss some strategies for how we can use our UX and design skills for social good.
Slides may contain traces of half baked philosophy, social romanticism, self guilt and hopefully inspiration.
"From Design Thinking to Design Doing" Suzanne Pellican's presentation from the O'Reilly Design conference on January 21, 2016 at Fort Mason in San Francisco, CA.
How We Work: UX Design at Navy Federal Credit UnionMitch Hazam GSD
This UX presentation illustrates How We Work at Navy Federal in the design process and was geared toward educating employees on how to best utilize UX and the role it plays.
a presentation about touch point orchestration, and how to design customer experiences using the customer journey and multi-disciplinary design management
Achieving 10X! What it takes to create meaningful products we loveLillian Ayla Ersoy
Meaningful UX, iterative product development and great teams are vital to achieve success in a fast-paced world where customer expectations are high! This talk illustrates how one creates value-driven innovation through meaningful product design, insight, attention to detail and reflection.
Design leader's cookbook -Building high-performing and happy creative teamsJuho Paasonen
My materials from the UX Bucharest 2017 workshop. Thanks for joining! :)
I'd like to also invite anyone else leading a design team (or aspiring to lead one) to take a look! If nothing else, you should be able to enjoy the dozens of memes. ;)
SXSW: Leadership in the Innovation Age Intuit Inc.
Intuit co-founder Scott Cook provided insights into how to drive transformation through agile leadership that embraces decision making by experimentation and allows small teams to do the impossible. More info: bit.ly/leanstartupintuit
What happens when a big traditional company meets the challenge of the digital transformation in the retail market, as Benetton did when asked us to redesign its e-commerce website?
In the story we shared yesterday at the @sfdesignweek, we discovered how a design process could be the spark of an actual company transformation. #SFDW17
Here's a 40 Million dollar opportunity. Don't screw up! Design thinking - Bla...Pedram Vahabi
How can you solve a problem and validate your solutions quickly by using design techniques to test iteratively your idea before committing a lot of money and time to build it.
Design thinking technique to build successful start-ups.
- Lean UX
- Lean Startup Methodology
- Design Thinking Technique
Event Model Canvas sert à concevoir des Modèle d'évènement à Succès.
Il s'agit-là d'un template assez intéressant pour concevoir une vision globale et concise d'une évènement.
Ghani Kolli
www.ghanikolli.com
Venture Design Workshop: Business Model CanvasAlex Cowan
These slides support the various workshops I do and my online curriculum in two principal places:
1. Business Model Canvas Tutorial
This is a more fully articulated instructional, complete with templates: bit.ly/nicebmc.
2. Startup Sprints
This is a structured self-service for Venture Design/new venture creation: bit.ly/startupsprints.
Designing oustanding USER EXPERIENCEs to scale sustainable innovationMarie Geneste
This presentation from TheCCollectice.com looks into the following:
-Challenges and opportunities of marketing Sustainable innovation
-Barriers to sustainable consumption, behavioural science
-What is User Experience?
-Why it is such a powerful toolbox
-Key UX tools
-Best practices
We at BBH Stockholm are stellar when it comes to designing digital products and services. But actually, the interface is just the tip of the iceberg and a lot happens under the surface before any sketch is drawn or line of code is written.
The service design handbook guides you to the tools and methods of improving customer experiences and leveraging brand value with seamless customer journeys. It shows how we can use customer journey understanding as a tool to empathise and find new opportunities to delight customers. We reveal our recipe for success for creating products and services that are not only desirable, but also make business sense and are feasible from an organisational and technical perspective.
This handbook also goes beyond the hard facts, and takes into account the ecosystem in which these services are built — the organisation. Design thinking, in other words creative problem solving through empathy and experimentation, requires a supportive organisational structure, agile leadership and a culture that encourages entrepreneurship and initiative.
We hope you enjoy reading our handbook as much as we enjoyed compiling it!
--
bbhstockholm.se
MyMbaCircle Founders on What is the Importance of Growth MindsetProduct School
Main takeaways:
- "Growth mindset" is the single most important factor to make a transition to tech and entrepreneurship
- Learn by creating an actual product: Think about the problem-solution space and try building a product, anything!, to get started
- Building a good product is just the first step - hustle to find, acquire and convert your customers till you find the right strategy
#1NWebinar - Creating a Digital-Centered Customer Experience: User Experience...One North
In the second part of the series, Kalev Peekna, Managing Director of Strategy, discusses how a well defined digital-centered brand can inform your marketing strategy and set the stage for improved performance across all touch points and channels.
Watch the webinar at: http://bit.ly/1bGYT26
Workshop delivered in August 2017 for the Institute of Designers in Ireland. Contact Derek Howard derek@thecustomer.ie (+353 86 227 0283) or Niamh O'Connor (+353 87 902 1188) niamh@thecustomer.ie
Understand how to create great user experience which convert good intentions into action to mainstream sustainable innovations.
Are you a social / impact entrepreneur frustrated 😤 by the lack of real change in climate action and sustainable behaviours?
This is the webinar to understand the attitude - behaviour gap in sustainable consumption and how user experience tools, methods and best practices can contribute to scaling people and planet-friendly behaviours, products and services
SPEAKER:
Marie Geneste is the founder of The C Collective, a new purpose-driven consultancy helping people and planet friendly entrepreneurs scale their innovations through great user experiences.
More information on theccollective.com
Taiwan CPC 2012 Workshop - Using UX Design Principles & Methodologies in Desi...MLD/Mel Lim Design
Aspiration and joyful satisfaction are intrinsic drives. They are the common denominators of all effort, beginning with design and extending to the client and user experience. What is created externally mirrors what is happening internally. To understand the whole requires learning to engage in empathic internal and external communication across cultures, teams, clients, and customers. This “practice” provides validation, adds to ideation, and forges strategies for demonstrating and building value.
Design Thinking is getting a lot of attention today, for many reasons. Innovation is the key to reinvention, which is the goal of organization’s who are looking to future-proof and define themselves as leaders in the Experience Economy. Join Kristin Shackleford for a practical discussion to review the core principles of Design Thinking, and walk away with insight around:
Why it’s important
Who should participate
How to create a culture of Design Thinking
Practical ways to get started driving creativity and innovation that will make a difference to your customers and within your organization
How to be a Great PM at a Start Up by Klever Insight PMProduct School
Main takeaways:
- Good poducts support the company vision and business model
- It's your job to find data on your market, prospects, and competition.
- What does using the company's vision as a North Star and data from your research as a filter do for you and the team
Why you’re a Brand Shaper (knowingly or not) and what you can do about itRupert Platz
Held at IxDA Berlin, Nov 19 //
What do you feel when you hear the B-word?
The term „brand” often translates to us designers as “annoying regulations from the marketing department” or “some generic Powerpoint voodoo before we get to the real thing”.
But most of all, as Marty Neumeier put it, a brand is „a person‘s gut feeling about a product, a service, or an organization“. A gut feeling that will affect this person’s decisions and actions. That’s why organizations care about their brand and try to influence how people feel about them.
Now trying to influence people’s gut feelings about a product or service is something we’re quite familiar with – we call it “Experience Design”. That’s why we shouldn’t leave the task of caring about the brand to marketers alone and just grudgingly follow their style guides. The interactive products and services we design will influence our user’s brand perception more profoundly than award-winning campaigns or fancy image videos can.
So if brands are such a big deal and we’re all at least co-shapers of brand perceptions – deliberately or not -, why does the B-word almost never appear in our UX discussions and frameworks? In this talk, I’d like to share my ideas on how we can leverage the brand perspective to make sound design decisions and create better experiences.
Kalev Peekna, Managing Director of Strategy at One North, discusses the importance of finding a balance between brand-centric and user-centric marketing in this East Coast vs. West Coast analysis.
From the 2014 Experience Lab: Reimagine Marketing. To watch a video of this presentation, visit http://bit.ly/1zViNx0.
White wonder, Work developed by Eva TschoppMansi Shah
White Wonder by Eva Tschopp
A tale about our culture around the use of fertilizers and pesticides visiting small farms around Ahmedabad in Matar and Shilaj.
Can AI do good? at 'offtheCanvas' India HCI preludeAlan Dix
Invited talk at 'offtheCanvas' IndiaHCI prelude, 29th June 2024.
https://www.alandix.com/academic/talks/offtheCanvas-IndiaHCI2024/
The world is being changed fundamentally by AI and we are constantly faced with newspaper headlines about its harmful effects. However, there is also the potential to both ameliorate theses harms and use the new abilities of AI to transform society for the good. Can you make the difference?
Expert Accessory Dwelling Unit (ADU) Drafting ServicesResDraft
Whether you’re looking to create a guest house, a rental unit, or a private retreat, our experienced team will design a space that complements your existing home and maximizes your investment. We provide personalized, comprehensive expert accessory dwelling unit (ADU)drafting solutions tailored to your needs, ensuring a seamless process from concept to completion.
Hello everyone! I am thrilled to present my latest portfolio on LinkedIn, marking the culmination of my architectural journey thus far. Over the span of five years, I've been fortunate to acquire a wealth of knowledge under the guidance of esteemed professors and industry mentors. From rigorous academic pursuits to practical engagements, each experience has contributed to my growth and refinement as an architecture student. This portfolio not only showcases my projects but also underscores my attention to detail and to innovative architecture as a profession.
Dive into the innovative world of smart garages with our insightful presentation, "Exploring the Future of Smart Garages." This comprehensive guide covers the latest advancements in garage technology, including automated systems, smart security features, energy efficiency solutions, and seamless integration with smart home ecosystems. Learn how these technologies are transforming traditional garages into high-tech, efficient spaces that enhance convenience, safety, and sustainability.
Ideal for homeowners, tech enthusiasts, and industry professionals, this presentation provides valuable insights into the trends, benefits, and future developments in smart garage technology. Stay ahead of the curve with our expert analysis and practical tips on implementing smart garage solutions.
Between Filth and Fortune- Urban Cattle Foraging Realities by Devi S Nair, An...Mansi Shah
This study examines cattle rearing in urban and rural settings, focusing on milk production and consumption. By exploring a case in Ahmedabad, it highlights the challenges and processes in dairy farming across different environments, emphasising the need for sustainable practices and the essential role of milk in daily consumption.
You could be a professional graphic designer and still make mistakes. There is always the possibility of human error. On the other hand if you’re not a designer, the chances of making some common graphic design mistakes are even higher. Because you don’t know what you don’t know. That’s where this blog comes in. To make your job easier and help you create better designs, we have put together a list of common graphic design mistakes that you need to avoid.
3. HAN
TOEBAST
• 40 years of user experience
• VanBerlo Communication
strategist since 2012
• Working in Design, IT and
User Experience since 2001
• Multiple projects in online
design, interaction design,
brand identity design, design
strategy consulting and user
experience strategy
h.toebast@vanberlo.nl 3
4. A BRAND IS NOT WHAT YOU SAY IT IS,
IT IS WHAT THEY SAY IT IS.
Marty Neumeier Quote/
4
5. INNOVATION IS NOT ABOUT
MARKET TIMING,
IT’S ABOUT CREATING
SOMETHING THAT FULFILLS
AN UNMET NEED.
Jeremy Gutsche Quote/
5
6. IT’S NOT ABOUT THE TRUTH,
IT’S ABOUT THE DISCUSSION.
It can be (re)constructed afterwards.
Methodology as a tool for communication/
6
23. Mapping Earn the customers attention and loyalty/
23
BRAND
CUSTOMER
EXPERIENCE
MISSION &
VISION
?
24. VanBerlo What builds the brand?/
24
YES
BUT
MORE
IMPORTANT
Is it the logo?
Is it the charismatic management?
Is it the awesome working
environment?
Is it our great work?
Is it our talents?
25. VanBerlo What builds the brand?/
25
Is it the logo?
Is it the charismatic management?
Is it the awesome working
environment?
25
IT’S OUR
CLIENTS
Is it our great work?
Is it our talents?
26. 26
The need for a strong brand
How your customers feel about you is
becoming more important every day. An
unsatisfied client will move to your
competitor.
So make sure to fullfill the unmet need
of your customers and make sure your
brand is part of their experience.
Only then you will be able to build a true
and loyal customer relationship.
Relation between branding and customers
Branding and customers/
27. So…… What builds your brand?/
27
AN EXCELLENT
CUSTOMER
EXPERIENCE !!
28. Develop, Design and VISUALIZE
• The process of buying a new product / service
• A day in the life of .......
• The lifetime of a project ......
Ideate and find the most profitable possibilities/projects
• Create a roadmap of online and offline touchpoints based on the
existing vision and business strategy
HOW An act of creativity/
28
29. • Find out the trigger for their needs
• How do they feel about that and how can for example their mood
influence their decisions?
• Which activities do they have during the process and in which order?
• What are their ‘pains en gains’
• Where are the decision points during this process
• Which are the moments of delight
• What are any other insights we can gather during this process
• ...
WHAT /
29
Equalize your efforts to support an optimal experience
30. 30
*Based on the McKinsey
Consumer Decision Journey
EXAMPLE Customer Experience Flow/
31. EXAMPLE A day in the life of a cleaner/
Prepare to go to work
Arrival at workplace
Prepare cleaning activitiesClean
Commute work
Finish cleaning
activities
Commute home
Arrival at home
Here is where they
probably focus now
31
32. EXAMPLE A day in the life of a cleaner/
This is what I do before I got to
work
We also talk with the
colleagues at the
bike-parking
The manager gives the same
orders every day
Often I can not clean as
people are still at work
Often I take the bike,
the route is very busy
and dangerous
We need to refill
our carts every day
After work I shop
for groceries
At home I start
cooking immediately
32
33. EXAMPLE A day in the life of a cleaner/
A mobile app that shares todays
planning
Employees idea box
Movies with colleagues
explaining WoW
An online check-
out for clients
Propose a bike plan by
HR
An automatic list
based on scan of
empty bottles?
Agreements with
stores on discounts
for late (online)
shoppers?
Share healthy recipes
the company site
33
34. EQUALIZING Where does the magic start?/
TOUCHPOINT ROADMAP
WHAT
HOW
PRIO
WHAT
HOW
PRIO
WHAT
HOW
PRIO
WHAT
HOW
PRIO
WHAT
HOW
PRIO
WHAT
HOW
PRIO
WHAT
HOW
PRIO
WHAT
HOW
PRIO
WHEN
EURO
WHEN
EURO
WHEN
EURO
WHEN
EURO
WHEN
EURO
WHEN
EURO
WHEN
EURO
WHEN
EURO