David Roth discusses moving beyond interfaces to focus on interactions and experience design. He advocates getting out of the lab and into the field to understand who users are and the context in which they operate. Co-creation with users is important to tap into their wisdom. For employee experience design, the same principles apply - understand employees in their workplace context and collaborate to make them advocates. Experience design should align all people, systems and processes (strategic experience alignment) to meet business goals for both customers and employees. The customer and employee experience will be the next competitive battleground.
Thinking like Humans - Tools to improve how we solve problems for our usersLenae Storey
We all have our biases, perspectives, assumptions, and naturally, we bring these views with us into our everyday thinking. The same plays out in how we design solutions, strategies, and businesses. This presentation highlights the need for ethnographic research and relatable tools to drive improved impact for our humans (the users and customers of our outputs).
Optimize Customer Experiences with Design ThinkingJared Hill
If you are looking to generate engaging digital experiences but are unsure where to begin, leveraging the knowledge within your organization is a good starting point. However, information is typically dispersed across the company in silos. Different business units often have their own vernacular. Design thinking provides a common language. It’s a customer-centric approach to problem solving that is both creative and practical.
Industry leaders have been using design thinking methodology to work with cross-functional and multidisciplinary teams to create innovative customer journeys. Learn how in our recorded webinar, Optimize Customer Experiences with Design Thinking.
You will learn:
• Why leverage design thinking
• How to successfully lead a remote workshop
• How to document winning customer journeys
• How to map desired experiences in Signavio for builders
Designing Innovative Mobility Systems - Using human-centered design & design ...Lenae Storey
In sociology, a “tipping point” describes a point in time when a group rapidly and dramatically changes its behavior by widely adopting a previously new practice. When such a change has begun, it may have a self-sustaining momentum. Our “tipping point” within transportation is now. With the widespread adoption of mobile technologies by consumers and the emergence of new business models, think Netflix, Airbnb, Lyft, the ways in which people interact and move around in our world have been forever altered. If public transportation organizations fail to embrace these changes then their role in the future of mobility will be diminished, if not completely removed, leaving vulnerable populations and equitable access to transportation at risk.
However, we would be remiss to believe that technology alone will deliver us through this transformation. The innovation process lies in an intersecting sweet spot of desirability, viability, and feasibility. Technology enables those criteria, it doesn’t replace them. It acts as a change agent, it cannot, alone, be the whole story.
In this presentation, I will highlight three key components necessary for innovating into a mobility network. These components will help equip us for transformational innovation and prepare us with the ability to scale and sustain the new ecosystem we’re creating.
These components include:
- Human-centered design & the trifecta of desirability, feasibility, viability
- Interoperable & the network effect
- Intelligent, responsive, & outcome-oriented practices
This was given at 2017 ITS International and the Women in Technology speakers series.
UX STRAT Europe 2017: Willem Boijens: “Creating an adidas Ecosystem Experienc...UX STRAT
UX STRAT Europe 2017 presentation by Willem Boijens, Senior Director Experience Design, adidas: “Creating an adidas Ecosystem Experience Design Strategy”
Keep hearing these buzz words: UX and UI? Want to get a better understanding of what User Experience is and how it effects your site? Take a look at this top-level overview from Network Affiliates, the legal marketing experts!
After a terrific Gov Jam in early June ‘public service design’ was the topic of the summer Service Design Drinks in Berlin. A short input was followed by an interactive hands-on session as well as drinks and mingling afterwards. Olaf Lewitz, an independent organisational coach, was facilitating the interactive part of the evening.
Thinking like Humans - Tools to improve how we solve problems for our usersLenae Storey
We all have our biases, perspectives, assumptions, and naturally, we bring these views with us into our everyday thinking. The same plays out in how we design solutions, strategies, and businesses. This presentation highlights the need for ethnographic research and relatable tools to drive improved impact for our humans (the users and customers of our outputs).
Optimize Customer Experiences with Design ThinkingJared Hill
If you are looking to generate engaging digital experiences but are unsure where to begin, leveraging the knowledge within your organization is a good starting point. However, information is typically dispersed across the company in silos. Different business units often have their own vernacular. Design thinking provides a common language. It’s a customer-centric approach to problem solving that is both creative and practical.
Industry leaders have been using design thinking methodology to work with cross-functional and multidisciplinary teams to create innovative customer journeys. Learn how in our recorded webinar, Optimize Customer Experiences with Design Thinking.
You will learn:
• Why leverage design thinking
• How to successfully lead a remote workshop
• How to document winning customer journeys
• How to map desired experiences in Signavio for builders
Designing Innovative Mobility Systems - Using human-centered design & design ...Lenae Storey
In sociology, a “tipping point” describes a point in time when a group rapidly and dramatically changes its behavior by widely adopting a previously new practice. When such a change has begun, it may have a self-sustaining momentum. Our “tipping point” within transportation is now. With the widespread adoption of mobile technologies by consumers and the emergence of new business models, think Netflix, Airbnb, Lyft, the ways in which people interact and move around in our world have been forever altered. If public transportation organizations fail to embrace these changes then their role in the future of mobility will be diminished, if not completely removed, leaving vulnerable populations and equitable access to transportation at risk.
However, we would be remiss to believe that technology alone will deliver us through this transformation. The innovation process lies in an intersecting sweet spot of desirability, viability, and feasibility. Technology enables those criteria, it doesn’t replace them. It acts as a change agent, it cannot, alone, be the whole story.
In this presentation, I will highlight three key components necessary for innovating into a mobility network. These components will help equip us for transformational innovation and prepare us with the ability to scale and sustain the new ecosystem we’re creating.
These components include:
- Human-centered design & the trifecta of desirability, feasibility, viability
- Interoperable & the network effect
- Intelligent, responsive, & outcome-oriented practices
This was given at 2017 ITS International and the Women in Technology speakers series.
UX STRAT Europe 2017: Willem Boijens: “Creating an adidas Ecosystem Experienc...UX STRAT
UX STRAT Europe 2017 presentation by Willem Boijens, Senior Director Experience Design, adidas: “Creating an adidas Ecosystem Experience Design Strategy”
Keep hearing these buzz words: UX and UI? Want to get a better understanding of what User Experience is and how it effects your site? Take a look at this top-level overview from Network Affiliates, the legal marketing experts!
After a terrific Gov Jam in early June ‘public service design’ was the topic of the summer Service Design Drinks in Berlin. A short input was followed by an interactive hands-on session as well as drinks and mingling afterwards. Olaf Lewitz, an independent organisational coach, was facilitating the interactive part of the evening.
This is the recent deck from a new workshop we rolled out this year. If you would like to learn a little more about customer journey design through conversation or having a workshop please check out foryourinnovation.co.uk
Stage 1 of the Design Process for Growth - the 'What is...' portion first asks us to take the 'customer journey' - this presentation is to help the businesses we work with as we move them forward in a redesign process that sets them up for meaningful, sustainable growth
Aimed at the connected homes, this presentation aims to educate hackathon goers on where UX is framed within the context of product and technology and provide quicks tips and tools to get started with UX.
First and foremost, some perspective, although I feel this would benefit all IT Architects, my examples are based on personal experience from the better part of 16.5 years with 1.5 years consulting, 15 years as full time employee for GMAC FS / branded Ally FS / now Ocwen Financial, Dell/Perot. You’re more than welcome to review my biography/profile at www.linkedin.com/in/virtualos/ to validate if my opinion is worth the time. When I left GMAC FS, I was managing three teams and continued to wear the hat of Enterprise Architect and Citrix Architect.
Roadmap to serenity - How to stay sane as a Product OwnerRian van der Merwe
Product Ownership can be fun, but it can also drive you to insanity. This talk will cover experiences, tools and tips to be an effective Product Owner when working with a variety of teams and personalities, with some specific focus on distributed teams.
Please see the blog post about this talk at
http://www.elezea.com/2010/11/product-manager-sanity/
How do you get past incremental change to real transformation with open source? Most conventional advice focuses on just one dimension at a time: people, process, business or technology. To get breakthrough results, you need to view these dimensions as part of an integrated whole, and consciously address two or more of them simultaneously. Using examples from Enterprise IT experience, we’ll explore how you can tap your organization’s strengths in a variety of ways to achieve these goals.
In this presentation and workshop Cyber-Duck take delegates through building blocks of developing a user centric brand and marketing strategy and introduce exciting new marketing channels such as artificial intelligence, bots, micro-moments and SEO as well as virtual and augmented reality. The presentation is concluded by exploring the importance of data and analytics.
Short presentation I made to introduce bitmama's Information Interaction Design team. It goes through what is UX design, how it is carried out and why it is useful (mainly in terms of ROI).
UX Cambridge 2017- Three Steps WorkshopAlan Colville
A hands-on workshop catapulting your UX beyond digital to create consistent, connected and cross channel customer experiences.
In three steps you’ll unleash the business changing power of UX by:
1. Assessing the state of UX in your organisation
2. Learning how to improve the research that you do
3. Seeing new ‘agile’ ways of working and thinking, to join it up
With the business world seeing new value in user experience design, you’ll leave ready to take UX beyond digital, across channels and into the boardroom.
Intro to GreenRope's Customer Journey Mapping ToolGreenRope
Join Marketing Specialist, Madison Potter as she helps you discover how to use GreenRope's drag-and-drop journey builder to create strategic customer journeys and even better customer experiences.
This is the recent deck from a new workshop we rolled out this year. If you would like to learn a little more about customer journey design through conversation or having a workshop please check out foryourinnovation.co.uk
Stage 1 of the Design Process for Growth - the 'What is...' portion first asks us to take the 'customer journey' - this presentation is to help the businesses we work with as we move them forward in a redesign process that sets them up for meaningful, sustainable growth
Aimed at the connected homes, this presentation aims to educate hackathon goers on where UX is framed within the context of product and technology and provide quicks tips and tools to get started with UX.
First and foremost, some perspective, although I feel this would benefit all IT Architects, my examples are based on personal experience from the better part of 16.5 years with 1.5 years consulting, 15 years as full time employee for GMAC FS / branded Ally FS / now Ocwen Financial, Dell/Perot. You’re more than welcome to review my biography/profile at www.linkedin.com/in/virtualos/ to validate if my opinion is worth the time. When I left GMAC FS, I was managing three teams and continued to wear the hat of Enterprise Architect and Citrix Architect.
Roadmap to serenity - How to stay sane as a Product OwnerRian van der Merwe
Product Ownership can be fun, but it can also drive you to insanity. This talk will cover experiences, tools and tips to be an effective Product Owner when working with a variety of teams and personalities, with some specific focus on distributed teams.
Please see the blog post about this talk at
http://www.elezea.com/2010/11/product-manager-sanity/
How do you get past incremental change to real transformation with open source? Most conventional advice focuses on just one dimension at a time: people, process, business or technology. To get breakthrough results, you need to view these dimensions as part of an integrated whole, and consciously address two or more of them simultaneously. Using examples from Enterprise IT experience, we’ll explore how you can tap your organization’s strengths in a variety of ways to achieve these goals.
In this presentation and workshop Cyber-Duck take delegates through building blocks of developing a user centric brand and marketing strategy and introduce exciting new marketing channels such as artificial intelligence, bots, micro-moments and SEO as well as virtual and augmented reality. The presentation is concluded by exploring the importance of data and analytics.
Short presentation I made to introduce bitmama's Information Interaction Design team. It goes through what is UX design, how it is carried out and why it is useful (mainly in terms of ROI).
UX Cambridge 2017- Three Steps WorkshopAlan Colville
A hands-on workshop catapulting your UX beyond digital to create consistent, connected and cross channel customer experiences.
In three steps you’ll unleash the business changing power of UX by:
1. Assessing the state of UX in your organisation
2. Learning how to improve the research that you do
3. Seeing new ‘agile’ ways of working and thinking, to join it up
With the business world seeing new value in user experience design, you’ll leave ready to take UX beyond digital, across channels and into the boardroom.
Intro to GreenRope's Customer Journey Mapping ToolGreenRope
Join Marketing Specialist, Madison Potter as she helps you discover how to use GreenRope's drag-and-drop journey builder to create strategic customer journeys and even better customer experiences.
Purpose: This paper uses structural equation modeling to assess the effectiveness of Vodcasts (video podcasts) as part of a university’s communication strategy with prospective students.
Design/methodology/approach: Three theoretical models were tested using a structural equation model.
Findings: We find that perceived informativeness, credibility, and irritation of the advertising are directly related to the value of the Vodcast advertising. However of those three factors, only the informativeness is directly related to the intent to take further action toward enrollment. In addition, while prior work has suggested that perceived entertainment of advertising positively influences its perceived value, we find that for these university Vodcasts, perceived entertainment is not a statistically significant factor.
Research limitations/implications: The results suggest that for Vodcasts used for these purposes, less attention should be given to entertainment value, and more attention should be focused on providing useful information in a manner that is credible and not irritating to students.
Originality/value: Vodcasts have become part of the Internet multimedia experience and have been integrated into universities’ web-based promotion strategies. While prior work has examined general advertising on the web, few studies have considered the impact of the interactive medium of Vodcasts on attitudes and behavioral intentions.
William Paterson University’s Cheng Library, Instruction and Research Technology department, Office of the Provost, and Technology Across the Curriculum Committee, hosted this forum to clarify e-books for faculty by providing an explanation of the landscape of e-books, profiling e-book delivery systems and evincing their pedagogical uses. Marketing and Management Professor Dr. Bela Florenthal examines the pros and cons of using e-textbooks in an academic course.
If you are looking to generate engaging digital experiences but are unsure where to begin, leveraging the knowledge within your organization is a good starting point. However, information is typically dispersed across the company in silos. Different business units often have their own vernacular. Design thinking provides a common language. It’s a customer-centric approach to problem solving that is both creative and practical.
Industry leaders have been using design thinking methodology to work with cross-functional and multidisciplinary teams to create innovative customer journeys. Learn how in our recorded webinar, Optimize Customer Experiences with Design Thinking.
You will learn:
• Why leverage design thinking
• How to successfully lead a remote workshop
• How to document winning customer journeys
• How to map desired experiences in Signavio for builders
The FIRM & IBM event THE FUTURE OF WORK IS HERE: Is the people function 'fit ...Emma Mirrington
This presentation will look at what you need to consider in order to ensure that the Resourcing/HR function can deliver the talent-based solutions both today and in the future. Key points will include:
• A brief overview of the Future of Work trends being seen in 2017
• What challenges will this create from business leaders and the workforce in our organisations?
• What does this mean for the Future of HR (technology adoption, new talent practices, new ways of acquiring talent etc.)?
A 3 point perspective about CX, UX, and DX ecosystemPrachi Bhruguwar
A comparative approach towards Customer Experience, User Experience, and Digital Experience. It talks about UX process and Digital Thinking under CX space. It also covers the Target Audience for all 3. Looks at the Customer Journey process for all 3 generations. Touches ROI and Business Benefits.
Procurement In The Digital Age: Transform Your ProcessProcurify.com
“Digital transformation” is not just a buzz-word, it is survival of the fittest. Learn what it means for procurement to survive and thrive in the new digital era.
We live in a disrupted world, because of this – procurement has to transform itself and become digitally adept in it’s own right. This e-transformation of procurement is a MUST if procurement wants to further increase the value it delivers to organizations and, therefore, survive.
The procurement organization of the future must be effective, efficient, and sustainable.
This requires a “global” approach to defining and executing the “E-Transformation” focusing on the three pillars that are: people, process, and technology.
Find the webinar for FREE here: http://bit.ly/28iA6e3
25 Lenses for Customer Experience - PeopledesignPeopledesign
We can't actually design a person’s experience – we create opportunities to affect an experience. If we think proactively and strategically about a user or customer experience, we increase the odds of improving it.
Including the User: How insights drive business #pswud2017Jeremy Johnson
Design is inclusive by nature. The ability to understand people, their needs, and emotions throughout a journey is what User Experience Designers excel at! That said, many organizations still need that nudge to really get out build true empathy for the people they’re building tools, systems, and apps for. This talk will help you ramp up with modern best practices in insights gathering, while helping you build the case to invest in user understanding through showcasing the value to both your business and your brand.
Solving for X: Why the Future of Business is ExperientialBrian Solis
Products don't define a brand, experiences do. Brian Solis explains why companies must shift from product-centric strategies to cultivating outstanding experiences to remain competitive. By Judith Aquino, TeleTech.
Design Thinking Comes of AgeThe approach, once.docxdonaldp2
Design
Thinking
Comes
of Age
The approach, once
used primarily in product
design, is now infusing
corporate culture.
by Jon Kolko
ARTWORK The Office for Creative Research
(Noa Younse), Band, Preliminary VisualizationSPOTLIGHT
66 Harvard Business Review September 2015
SPOTLIGHT ON THE EVOLUTION OF DESIGN THINKING
HBR.ORG
There’s a shift under way
in large organizations,
one that puts design
much closer to the
center of the enterprise.
Focus on users’ experiences, especially
their emotional ones. To build empathy with
users, a design-centric organization empowers em-
ployees to observe behavior and draw conclusions
about what people want and need. Those conclu-
sions are tremendously hard to express in quanti-
tative language. Instead, organizations that “get”
design use emotional language (words that concern
desires, aspirations, engagement, and experience)
to describe products and users. Team members
discuss the emotional resonance of a value propo-
sition as much as they discuss utility and product
requirements.
A traditional value proposition is a promise of
utility: If you buy a Lexus, the automaker promises
that you will receive safe and comfortable trans-
portation in a well-designed high-performance ve-
hicle. An emotional value proposition is a promise
of feeling: If you buy a Lexus, the automaker prom-
ises that you will feel pampered, luxurious, and af-
fluent. In design-centric organizations, emotion-
ally charged language isn’t denigrated as thin, silly,
or biased. Strategic conversations in those compa-
nies frequently address how a business decision or
a market trajectory will positively influence users’
experiences and often acknowledge only implicitly
that well-designed offerings contribute to financial
success.
The focus on great experiences isn’t limited to
product designers, marketers, and strategists—it
infuses every customer-facing function. Take
finance. Typically, its only contact with users is
through invoices and payment systems, which are
designed for internal business optimization or pre-
determined “customer requirements.” But those
systems are touch points that shape a customer’s
impression of the company. In a culture focused
on customer experience, financial touch points are
designed around users’ needs rather than internal
operational efficiencies.
Create models to examine complex prob-
lems. Design thinking, first used to make physical
objects, is increasingly being applied to complex, in-
tangible issues, such as how a customer experiences
a service. Regardless of the context, design thinkers
tend to use physical models, also known as design
artifacts, to explore, define, and communicate.
Those models—primarily diagrams and sketches—
supplement and in some cases replace the spread-
sheets, specifications, and other documents that
SPOTLIGHT ON THE EVOLUTION OF DESIGN THINKING
But the shift isn’t about aesthetics. It’s about apply-
in.
Design Thinking Comes of AgeThe approach, once.docxcuddietheresa
Design
Thinking
Comes
of Age
The approach, once
used primarily in product
design, is now infusing
corporate culture.
by Jon Kolko
ARTWORK The Office for Creative Research
(Noa Younse), Band, Preliminary VisualizationSPOTLIGHT
66 Harvard Business Review September 2015
SPOTLIGHT ON THE EVOLUTION OF DESIGN THINKING
HBR.ORG
There’s a shift under way
in large organizations,
one that puts design
much closer to the
center of the enterprise.
Focus on users’ experiences, especially
their emotional ones. To build empathy with
users, a design-centric organization empowers em-
ployees to observe behavior and draw conclusions
about what people want and need. Those conclu-
sions are tremendously hard to express in quanti-
tative language. Instead, organizations that “get”
design use emotional language (words that concern
desires, aspirations, engagement, and experience)
to describe products and users. Team members
discuss the emotional resonance of a value propo-
sition as much as they discuss utility and product
requirements.
A traditional value proposition is a promise of
utility: If you buy a Lexus, the automaker promises
that you will receive safe and comfortable trans-
portation in a well-designed high-performance ve-
hicle. An emotional value proposition is a promise
of feeling: If you buy a Lexus, the automaker prom-
ises that you will feel pampered, luxurious, and af-
fluent. In design-centric organizations, emotion-
ally charged language isn’t denigrated as thin, silly,
or biased. Strategic conversations in those compa-
nies frequently address how a business decision or
a market trajectory will positively influence users’
experiences and often acknowledge only implicitly
that well-designed offerings contribute to financial
success.
The focus on great experiences isn’t limited to
product designers, marketers, and strategists—it
infuses every customer-facing function. Take
finance. Typically, its only contact with users is
through invoices and payment systems, which are
designed for internal business optimization or pre-
determined “customer requirements.” But those
systems are touch points that shape a customer’s
impression of the company. In a culture focused
on customer experience, financial touch points are
designed around users’ needs rather than internal
operational efficiencies.
Create models to examine complex prob-
lems. Design thinking, first used to make physical
objects, is increasingly being applied to complex, in-
tangible issues, such as how a customer experiences
a service. Regardless of the context, design thinkers
tend to use physical models, also known as design
artifacts, to explore, define, and communicate.
Those models—primarily diagrams and sketches—
supplement and in some cases replace the spread-
sheets, specifications, and other documents that
SPOTLIGHT ON THE EVOLUTION OF DESIGN THINKING
But the shift isn’t about aesthetics. It’s about apply-
in ...
Conversational intelligence builds on the advancements in artificial intelligence and cognitive computing to help organisations to lower costs, lower risk, and increase value. This is achieved through a variety of outcomes, such as enhancing engagement through providing personalized understanding, scaling and elevating human expertise, infusing products and services with contextually aware knowledge, enabling automated, intelligent business process and powering the ability for disruptive data discovery and exploration that have otherwise eluded organisations for decades.
Conversations play an important role in building these relationships, but they are increasingly taking on digital forms, which are very hard to track. These conversations hold valuable information, but how can companies extract actionable insights? What role does Conversational Intelligence play?
Listen to an interview that Founder & CEO Neil Movold did with B2M's Simon Fawkes on the subject of Conversational Intelligence and the answers to these questions.
https://b2m.co.nz/conversational-intelligence/
As services become more interconnected across channels and devices - and more importantly across time and space - it’s becoming increasingly important to find ways to gain insight about customers’ interactions with your product or service.
In this talk, I focus on the power and peril of the touchpoint - where customers connect with your product or service. I discuss how to orchestrate these moments across increasingly complex journeys.
Similar to Beyond the interface to the interaction (20)
Technoblade The Legacy of a Minecraft Legend.Techno Merch
Technoblade, born Alex on June 1, 1999, was a legendary Minecraft YouTuber known for his sharp wit and exceptional PvP skills. Starting his channel in 2013, he gained nearly 11 million subscribers. His private battle with metastatic sarcoma ended in June 2022, but his enduring legacy continues to inspire millions.
PDF SubmissionDigital Marketing Institute in NoidaPoojaSaini954651
https://www.safalta.com/online-digital-marketing/advance-digital-marketing-training-in-noidaTop Digital Marketing Institute in Noida: Boost Your Career Fast
[3:29 am, 30/05/2024] +91 83818 43552: Safalta Digital Marketing Institute in Noida also provides advanced classes for individuals seeking to develop their expertise and skills in this field. These classes, led by industry experts with vast experience, focus on specific aspects of digital marketing such as advanced SEO strategies, sophisticated content creation techniques, and data-driven analytics.
Maximize Your Content with Beautiful Assets : Content & Asset for Landing Page pmgdscunsri
Figma is a cloud-based design tool widely used by designers for prototyping, UI/UX design, and real-time collaboration. With features such as precision pen tools, grid system, and reusable components, Figma makes it easy for teams to work together on design projects. Its flexibility and accessibility make Figma a top choice in the digital age.
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?
EASY TUTORIAL OF HOW TO USE CAPCUT BY: FEBLESS HERNANEFebless Hernane
CapCut is an easy-to-use video editing app perfect for beginners. To start, download and open CapCut on your phone. Tap "New Project" and select the videos or photos you want to edit. You can trim clips by dragging the edges, add text by tapping "Text," and include music by selecting "Audio." Enhance your video with filters and effects from the "Effects" menu. When you're happy with your video, tap the export button to save and share it. CapCut makes video editing simple and fun for everyone!
Fonts play a crucial role in both User Interface (UI) and User Experience (UX) design. They affect readability, accessibility, aesthetics, and overall user perception.
3. An idea that is so 300 BCE… Purpose of philosophical study… A happier life More pleasure, less sadness (stress) Epicurus341 BCE – 270 BCE
4. An idea that is so 300 BCE… Error lies in the hasty interposition of opinion without waiting for corroboration of further sense evidence. * * As attributed by Wikipedia Epicurus341 BCE – 270 BCE
13. Roth’s Hierarchy of “User” Demands Make it do this, but let me tweak it to my taste. Customizable Useful Usable
14. Roth’s Hierarchy of “User” Demands Make it do this, but the way I do it. Personal Customizable Useful Usable
15. Roth’s Hierarchy of “User” Demands Make it do this the way I do it, when I do it, where I do it and on my device. Ubiquitous Personal Customizable Useful Usable
18. No interaction stands alone… Customer Service: “Nothing I can do.” Interaction No Interaction To a customer, people & technology are experienced synonymously. Customer Customer Dot Com Backend System Account Activation: “Nothing I can do.”
19. Beyond interaction design to service design… Drops Off Car Picks Up Car Calls Dealer Chooses Date/Time Experience as service: many points, modes and means of interaction. Pulls Info From/Updates System Coordinates Pick-up/ Billing Coordinates Post-Service CRM Coordinates Scheduling/ Updates System Coordinates Details Coordinates Billing Calls Customer Updates System Generates Reminder Routes Calls Print Materials For Customer Print Billing Info Print Final Invoice Connect to the Sales Department
27. Building strong links between the quality of the employees’ and the customers’ experiencesForrester Research Report: Customer Experience (1/28/2011)
28. Knowing WHO your audience is still applies Get out of the lab and into the workplace.
34. SEA is an indicator of an organization’s CX/EX maturity
35. Lots of maturity models emerging…discipline maturing CEMM - Peppers and Rogers Group
36. Regarding the employee experience… Know Who: Get into the workplace Co-Create: And make advocates Get Contextual: Take experience design to SEA level
Before we begin – in the interest of full disclosure you should know a bit about me to set you expectations for the next hour…I am a humanist in a world of rapidly changing technology – I am not an early adopter or tech evangelist – this will be evident from my presntationI am a bit of a romantic and can sometimes let my emotions get the better of me…and related to that romanticism, I am an optimist when it comes to the work we do – I believe we really can make the world a better place one interaction at a timeBut ultimately I am also a pragmatist when it comes to the practice of experience design. I believe what we do has to result in observable and measurable benefits for the people and organizations we serve or we’re merely entertaining ourselves. So I will make an effort to include some practical suggestions in my presentation.
Picking up on that practical theme, I’d like to begin with an idea that’s well over 2000 years old, going back to the followers of Epicurus in the third century BC. They believed that the main reason for studying philosophy was practical - to make a happy life for yourself. They said that you would be happy if you had more pleasure in your life and less sadness…or what we might today call stress. I consider this an appropriate starting point for a discussion of the role of interaction or experience design in the 21st century…our role – our intention as designers should be to help those living with the things we design live a happier, less stressful life…agreed?
To that end, Epicurus offers some very practical guidance for how to go about achieving this…of particular relevance to our chosen field is this caution…Based on my personal experience and sense evidence - experience design is most effective when it is not guided by our opinions but rather by observable and measurable evidence. We cannot truly know if we have improved an interaction unless we know what was wrong with it in the first place and then observe and/or measure the improvement – agreed?
So if we agree that our goal is to help people live happier lives less burdened by stress and that as designers that means our intention must be to demonstrably improve interactions between humans and he tools they use, then it follows that our design processes, methodologies, and thinking must move beyond the interface…
…to a human-centered view of the interaction. What I’m talking about is really a significant shift in the way most designers and companies who hire us go about designing. At the most fundamental level what I’m talking about is shifting from a discipline focused on Human-Computer Interaction to one focused on Human Interaction.
In his recent article titled Reimagining HCI: Toward a More Human-Centered Perspective, published in the conveniently named interactions magazine, Prof. Liam Bannon summarized the distinction nicely…
My colleagues and I at MISI have also summarized this idea among others on a site where we have gathered what we call the 10 Immutable Truths of XD.
Truth #4 speaks to this issue of designing for people…
So what does it mean to design for people – for an analogy I turned to a familiar model - Maslow’s hierarchy of needs - a view of what motivates people; what they consider to be important to live a happier more pleasurable life.Not surprisingly, at the bottom of Maslow’s pyramid are basic needs or expectations – food, water, shelter, safety. According to Maslow, these base needs must be satisfied before a person can aspire to satisfying the higher needs. As basic needs are met people naturally start raising their expectations of what it means to be happy and fulfilled in life.
It’s similar when designing tools or solutions for people – not designing for the problem or challenge, but designing for the people who are trying to overcome the problem or challenge. The people you are designing for have developed various levels of expectation or need. At the base is Usable – I’m here, so you better meet my basic expectations …and btw, my expectations are a lot higher than they were last year, so you better know what they are. (Anecdote about a teenager selecting a cell phone – she made her judgments in approximately 8 secs.Useful – I have things I need to get done. If you can’t help me, you’re hindering me. So you need to know what I need to get done.Customizable – Gee, there’s a lot of things I can do with this tool, but a lot of things I don’t need or want – you don’t have it right, so let me pick an choose.Personal – You have all kinds of information about me. I enter it into the system. I tell you you can use it – you tell me you’re going to use it. So why is there all this information and stuff I don’t need…and why doesn’t this work like I want it to?Ubiquitous – and now that you’ve learned all about me and my preferences and needs, make all that available when, where and how I want it.Where in this continuum are most of the people you design for?
It’s similar when designing tools or solutions for people – not designing for the problem or challenge, but designing for the people who are trying to overcome the problem or challenge. The people you are designing for have developed various levels of expectation or need. At the base is Usable – I’m here, so you better meet my basic expectations …and btw, my expectations are a lot higher than they were last year, so you better know what they are. (Anecdote about a teenager selecting a cell phone – she made her judgments in approximately 8 secs.Useful – I have things I need to get done. If you can’t help me, you’re hindering me. So you need to know what I need to get done.Customizable – Gee, there’s a lot of things I can do with this tool, but a lot of things I don’t need or want – you don’t have it right, so let me pick an choose.Personal – You have all kinds of information about me. I enter it into the system. I tell you you can use it – you tell me you’re going to use it. So why is there all this information and stuff I don’t need…and why doesn’t this work like I want it to?Ubiquitous – and now that you’ve learned all about me and my preferences and needs, make all that available when, where and how I want it.Where in this continuum are most of the people you design for?
It’s similar when designing tools or solutions for people – not designing for the problem or challenge, but designing for the people who are trying to overcome the problem or challenge. The people you are designing for have developed various levels of expectation or need. At the base is Usable – I’m here, so you better meet my basic expectations …and btw, my expectations are a lot higher than they were last year, so you better know what they are. (Anecdote about a teenager selecting a cell phone – she made her judgments in approximately 8 secs.Useful – I have things I need to get done. If you can’t help me, you’re hindering me. So you need to know what I need to get done.Customizable – Gee, there’s a lot of things I can do with this tool, but a lot of things I don’t need or want – you don’t have it right, so let me pick an choose.Personal – You have all kinds of information about me. I enter it into the system. I tell you you can use it – you tell me you’re going to use it. So why is there all this information and stuff I don’t need…and why doesn’t this work like I want it to?Ubiquitous – and now that you’ve learned all about me and my preferences and needs, make all that available when, where and how I want it.Where in this continuum are most of the people you design for?
It’s similar when designing tools or solutions for people – not designing for the problem or challenge, but designing for the people who are trying to overcome the problem or challenge. The people you are designing for have developed various levels of expectation or need. At the base is Usable – I’m here, so you better meet my basic expectations …and btw, my expectations are a lot higher than they were last year, so you better know what they are. (Anecdote about a teenager selecting a cell phone – she made her judgments in approximately 8 secs.Useful – I have things I need to get done. If you can’t help me, you’re hindering me. So you need to know what I need to get done.Customizable – Gee, there’s a lot of things I can do with this tool, but a lot of things I don’t need or want – you don’t have it right, so let me pick an choose.Personal – You have all kinds of information about me. I enter it into the system. I tell you you can use it – you tell me you’re going to use it. So why is there all this information and stuff I don’t need…and why doesn’t this work like I want it to?Ubiquitous – and now that you’ve learned all about me and my preferences and needs, make all that available when, where and how I want it.Where in this continuum are most of the people you design for?
It’s similar when designing tools or solutions for people – not designing for the problem or challenge, but designing for the people who are trying to overcome the problem or challenge. The people you are designing for have developed various levels of expectation or need. At the base is Usable – I’m here, so you better meet my basic expectations …and btw, my expectations are a lot higher than they were last year, so you better know what they are. (Anecdote about a teenager selecting a cell phone – she made her judgments in approximately 8 secs.Useful – I have things I need to get done. If you can’t help me, you’re hindering me. So you need to know what I need to get done.Customizable – Gee, there’s a lot of things I can do with this tool, but a lot of things I don’t need or want – you don’t have it right, so let me pick an choose.Personal – You have all kinds of information about me. I enter it into the system. I tell you you can use it – you tell me you’re going to use it. So why is there all this information and stuff I don’t need…and why doesn’t this work like I want it to?Ubiquitous – and now that you’ve learned all about me and my preferences and needs, make all that available when, where and how I want it.Where in this continuum are most of the people you design for?
What does thisconstantly evolving hierarchy of needs mean for us as very young, hip and attractive designers…
Well – as we conveniently summarize in our Immutable Truth #5 – real people have real expectations.
And as a result of these evolving expectations, we can no longer think of one interaction as standing alone, separate from the rest of the experience we’re designing within. This is a simplistic illustration of an experience that is far from optimal because interactions are disconnected in the minds of those who designed the experience. Each interaction in a larger experience has to make sense not to the people who designed it but to the people it is intended to serve; it has to meet expectations…and one thing you learn quickly when you start designing in the context of the larger experience is that customers experience people and technology synonymously.
Once you start looking at interactions as being inter-related, suddenly the complexities of those relationships starts to reveal itself…soon you are beyond interaction design and you have to start thinking about a more integrated and holistic approach to your design challenge…a term commonly applied to this approach is “service design”
Okay, so I’ve beat the problem to death. What’s the solution? Get Human…Don’t just understand how someone might use the thing you’re designing – understand what motivates him, what engages him, what inspires trust and loyalty, how he forms expectations and how you can influence them…the only way to do this really effectively is to get out of the artificial controlled setting of the test lab for the thing you’re designing and go meet the people you’re designing for where they live or work. I know you know this isn’t new – social anthropology and human behavior have been aspects of design forever. But we forget…we think we know…or our clients tell us they know…but do we or they really know? There’s only one way to find out.
Secondly – as you get out among the people you’re designing for and begin to understand the context you are designing within, don’t settle for scenarios of use or use cases. Get to the stories – get at the emotion, get at what really matters.
Finally – and most importantly from my perspective is that that getting human means co-creating. Get the people you’re designing for involved in the process. Don’t merely observe them, listen to them, engage them, make it their solution. Tap into the wisdom of the crowd that is the people you are designing for.
So I have been talking about experience design primarily thinking in terms of customer experience. But as well all know, if you only focus on the customer you’re missing a big piece of the experience design puzzle.
As Immutable Truth #6 reminds us, employees are people too.
Again, not a new idea, just the truth. As Forrester noted in a report on their research into changing work environments…
Forrester revisited this theme earlier this year in a report titled Employees Are Customer Experience Pros’ Best Weapon…basically, if we or our clients hadn’t managed to make the connection between customers and employees, they made it for us.
When people are in their roles as employees, their needs are very specific the tasks at hand. Emotions and motivations are different. But the principles of design still apply. You’re designing a work day. You need to understand how that looks and feels.
In the world of employee experience design, usually the intention is not to start from scratch. The challenge is usually part designing the solution to meet the employees’ needs and part bringing the employees to the chosen solution. The measures of success are usually pretty predictable – adoption of new systems and/or processes, employee satisfaction, greater efficiency in operations, fewer errors and less rework…etc. A big part of starting to see results quickly is to have people within the organization who help lead the way by being peer advocates for the new. Co-creation with dynamic people within the organization is a great way to create advocates.
Context remains a key component of effective employee experience design – you need to know what’s working, what’s not and why before you can have a design impact.At MISI we’ve taken this a bit further and coined the phrase Strategic Experience Alignment to describe an organizational steady state in which all people-systems-processes aligned to provide the experiences employees and customers must have for a company to meet its strategic business objectives. Of course this is an aspirational condition – rarely do organizations reach such a state. However, no organization that is committed to creating a consistent and differentiating business experience can aspire to anything less than this.
We’ve illustrated the value of SEA using this four square grid that plots an organizations commitment to the strategic advantages of taking a human-centric view of experience design…particularly as it applies to the development of technology-based solutions.
Based on this understanding that organizations need to get both the employee and the customer experience right if they are to achieve their business goals, many organizational maturity models are emerging. This is Peppers & Rogers Customer Experience Maturity Monitor - just one example of any number of models that have been suggested by consultants to chart the path to a more customer-centric approach to doing business. Clearly there is an appetite for a more human-centric approach to doing business in the world or all these consultants and experience designers wouldn’t be talking about it…right?
I understand from a practical standpoint this is not a conference about design philosophy or design for design’s sake. The idea is that what we share should have practical application. So as I wrap up my musings I just want to assure you that if you aren’t seeing acceptance in your marketplace of this holistic , humanistic view of experience design now, you have a real opportunity to get ahead of the market. By way of example, I’d like to share a couple of quotes from the opening chapter of Shaun Smith & Joe Wheelers book on Managing the Customer Experience…these are from the world of business in the US…the kinds of companies that hire us to do this work…These quotes go back 10 year…and 10 years after this book came out, the market for this approach is still maturing.
In closing I’m drawn back to Professor Bannon’s article and the sentiment he ended on…I believe there is a better world to be imagined out there and we all have a role in creating it…one interaction at a time.