Slides from the Delight 2013 Digital Strategy workshop with Colin O'Neill, Dave Wieneke, and Barbara Holmes.
Originally presented at Delight 2013, Oct. 7-8, 2013. http://delight.us/conference
How do you know you're ready for a Design Sprint?Highland
For leaders who want their teams to embrace human-centered approaches and collaborate in new ways, Sprints are a fantastic way to start.
Join Highland’s CX Practice Director David Whited and Lead Experience Designer Amrita Kulkarni as they share how Research Sprints and Design Sprints make Design Thinking—a reliable methodology to address complex, ambiguous problems—accessible in a way they have never been before. David and Amrita will introduce the purpose and philosophy of Sprints, talk through the differences between Research and Design Sprints, and what kind of issues, problems, or opportunities are the right fit for each.
We’ll be joined by Jennifer Severns, CXO, and Jennifer O’Brien, Innovation and Insights Manager, from the American Marketing Association, who will share how their organization has used Sprints to catalyze a culture of Design Thinking at the AMA. They will reflect on the realities of introducing Sprints and Design Thinking into an established organization, sharing advice for helping others think and work in new ways.
Attendees will learn:
- How are Research Sprints different from Design Sprints
- When is the right time or moment to conduct a Sprint
- What it takes for Sprints to be successful
- How to amplify Sprint outcomes for change in your organization
100 page no-nonsense guide on scaling CX. Straightforward content to help you cultivate your customer-centric advantage and continue to win.
To scale CX you have to keep customers at the heart of everything you do. It's time to step on the gas and scale the CX systems you have in place.
Check out our latest whitepaper below, which includes:
✅ How to scale customer research & insight analysis
✅ How to democratise CX insights and Research
✅ How to build a lasting customer-centric culture
Read here: https://hubs.ly/H0sZDVl0
Modernize 2018: The Need for Speed - ContentfulOptimizely
The Need for Speed presented by Paul Biggs, Director of Product Marketing, Contentful & Trent McClenahan, Head of Digital and Emerging Businesses Delivery, nib health funds
Companies are facing increasing demands -- and finding increasing opportunities -- to engage customers in new channels and new markets. It's forcing all companies to become digital product companies, as they race to build websites, apps, and devices that support emerging touchpoints along the customer journey. Winning companies are staying ahead by empowering cross-functional teams to ship digital products faster. Learn how content infrastructure plays a critical role in removing common roadblocks faced by the modern, agile team.
ABOUT MODERNIZE 2018:
Be a part of the future. Shape the customer experience with Accenture, Forrester, Qantas, REA, Intrepid and more -- and learn how leading organisations are harnessing their people, processes, and technologies to exceed customer’s expectations.
Visit: https://www.optimizely.com/anz/modernize2018
The BAD Toolkit brings together agile methods to solve problems under a community driven framework and we'd like to tell you a bit more about the thinking behind it.
Come along and join other Agile enthusiasts and talk about the BAD toolkit and speak to the founders in person.
Implementing Business Collaboration Framework PowerPoint Presentation SlidesSlideTeam
This complete deck can be used to present to your team. It has PPT slides on various topics highlighting all the core areas of your business needs. This complete deck focuses on Implementing Business Collaboration Framework PowerPoint Presentation Slides and has professionally designed templates with suitable visuals and appropriate content. This deck consists of total of twenty six slides. All the slides are completely customizable for your convenience. You can change the colour, text and font size of these templates. You can add or delete the content if needed. Get access to this professionally designed complete presentation by clicking the download button below. http://bit.ly/37f9z4W
One of the most common mistakes businesses make is that they forget to align their business goals with their customer experience goals. How does this manifest most frequently? They are not tracking the right KPIs. This presentation will share with you what KPIs to track for the 4 primary business goal buckets.
Modernize 2018: Customer Data Orchestration Across Every Experience in Real-T...Optimizely
Customer Data Orchestration Across Every Experience in Real-Time presented by Chris Slovak, VP Global Solutions Consulting Team, Tealium & Phil Lees, Insights Manager, Intrepid Group
When your digital marketing world includes managing 25 regions, seven marketing offices and a remote technical team within a fast moving industry – a streamlined, robust data foundation is mandatory.
That’s exactly what Phil Lees, Insights Manager at Intrepid Travel has implemented to dramatic effect.
Join us along with our VP of Solutions Consulting, Chris Slovak to hear how Intrepid Travel has used first-party real-time data to:
• Drive faster online development across the globe
• Gain greater insight on each customer
• Aligned marketing teams and IT deliver on their brand promise
ABOUT MODERNIZE 2018:
Be a part of the future. Shape the customer experience with Accenture, Forrester, Qantas, REA, Intrepid and more -- and learn how leading organisations are harnessing their people, processes, and technologies to exceed customer’s expectations.
Visit: https://www.optimizely.com/anz/modernize2018
4 overlooked key competencies in customer experience management for sustainable business results (white paper). See http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com
How do you know you're ready for a Design Sprint?Highland
For leaders who want their teams to embrace human-centered approaches and collaborate in new ways, Sprints are a fantastic way to start.
Join Highland’s CX Practice Director David Whited and Lead Experience Designer Amrita Kulkarni as they share how Research Sprints and Design Sprints make Design Thinking—a reliable methodology to address complex, ambiguous problems—accessible in a way they have never been before. David and Amrita will introduce the purpose and philosophy of Sprints, talk through the differences between Research and Design Sprints, and what kind of issues, problems, or opportunities are the right fit for each.
We’ll be joined by Jennifer Severns, CXO, and Jennifer O’Brien, Innovation and Insights Manager, from the American Marketing Association, who will share how their organization has used Sprints to catalyze a culture of Design Thinking at the AMA. They will reflect on the realities of introducing Sprints and Design Thinking into an established organization, sharing advice for helping others think and work in new ways.
Attendees will learn:
- How are Research Sprints different from Design Sprints
- When is the right time or moment to conduct a Sprint
- What it takes for Sprints to be successful
- How to amplify Sprint outcomes for change in your organization
100 page no-nonsense guide on scaling CX. Straightforward content to help you cultivate your customer-centric advantage and continue to win.
To scale CX you have to keep customers at the heart of everything you do. It's time to step on the gas and scale the CX systems you have in place.
Check out our latest whitepaper below, which includes:
✅ How to scale customer research & insight analysis
✅ How to democratise CX insights and Research
✅ How to build a lasting customer-centric culture
Read here: https://hubs.ly/H0sZDVl0
Modernize 2018: The Need for Speed - ContentfulOptimizely
The Need for Speed presented by Paul Biggs, Director of Product Marketing, Contentful & Trent McClenahan, Head of Digital and Emerging Businesses Delivery, nib health funds
Companies are facing increasing demands -- and finding increasing opportunities -- to engage customers in new channels and new markets. It's forcing all companies to become digital product companies, as they race to build websites, apps, and devices that support emerging touchpoints along the customer journey. Winning companies are staying ahead by empowering cross-functional teams to ship digital products faster. Learn how content infrastructure plays a critical role in removing common roadblocks faced by the modern, agile team.
ABOUT MODERNIZE 2018:
Be a part of the future. Shape the customer experience with Accenture, Forrester, Qantas, REA, Intrepid and more -- and learn how leading organisations are harnessing their people, processes, and technologies to exceed customer’s expectations.
Visit: https://www.optimizely.com/anz/modernize2018
The BAD Toolkit brings together agile methods to solve problems under a community driven framework and we'd like to tell you a bit more about the thinking behind it.
Come along and join other Agile enthusiasts and talk about the BAD toolkit and speak to the founders in person.
Implementing Business Collaboration Framework PowerPoint Presentation SlidesSlideTeam
This complete deck can be used to present to your team. It has PPT slides on various topics highlighting all the core areas of your business needs. This complete deck focuses on Implementing Business Collaboration Framework PowerPoint Presentation Slides and has professionally designed templates with suitable visuals and appropriate content. This deck consists of total of twenty six slides. All the slides are completely customizable for your convenience. You can change the colour, text and font size of these templates. You can add or delete the content if needed. Get access to this professionally designed complete presentation by clicking the download button below. http://bit.ly/37f9z4W
One of the most common mistakes businesses make is that they forget to align their business goals with their customer experience goals. How does this manifest most frequently? They are not tracking the right KPIs. This presentation will share with you what KPIs to track for the 4 primary business goal buckets.
Modernize 2018: Customer Data Orchestration Across Every Experience in Real-T...Optimizely
Customer Data Orchestration Across Every Experience in Real-Time presented by Chris Slovak, VP Global Solutions Consulting Team, Tealium & Phil Lees, Insights Manager, Intrepid Group
When your digital marketing world includes managing 25 regions, seven marketing offices and a remote technical team within a fast moving industry – a streamlined, robust data foundation is mandatory.
That’s exactly what Phil Lees, Insights Manager at Intrepid Travel has implemented to dramatic effect.
Join us along with our VP of Solutions Consulting, Chris Slovak to hear how Intrepid Travel has used first-party real-time data to:
• Drive faster online development across the globe
• Gain greater insight on each customer
• Aligned marketing teams and IT deliver on their brand promise
ABOUT MODERNIZE 2018:
Be a part of the future. Shape the customer experience with Accenture, Forrester, Qantas, REA, Intrepid and more -- and learn how leading organisations are harnessing their people, processes, and technologies to exceed customer’s expectations.
Visit: https://www.optimizely.com/anz/modernize2018
4 overlooked key competencies in customer experience management for sustainable business results (white paper). See http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com
Deploying a Voice of the Customer (VoC) ProgramAvtex
Do you gather, analyze and respond to your customer’s feedback with a disciplined approach? Learn about Voice of Customer best practices, see practical examples of how technology can support a VoC program, and hear success stories from the field with guest speaker Peter Leppik, President and CEO of Vocalabs.
Customer experience surveys are typically company-focused more than customer-focused. This is why response rates are challenging. To maximize customer engagement, actionability, and value to all involved, re-design your voice-of-the-customer instruments to capture what matters most to customers, in the ways they prefer to share with you.
See https://ClearAction.com
"Intuit Transforms HR," introduced by Dave Duffield and presented by Jennifer Hall, VP of HR with Intuit, provider of Quicken, TurboTax, QuickBooks, and online banking services. In this session, Jennifer Hall will share details of Intuit's HR transformation.
In February & March 2020 we ran research (both a survey and 1-2-1 interviews) amongst CX professionals, to find out what their biggest challenges were.
We have now finished the report and are proud to share it with you.
You can find the report here
Some key insights:
* It remains a problem to get buy-in from the rest of the organization
* This is partially due to the tendency of many organisations over-estimating their own maturity when it comes to CX
* Moving from concept to implementation – and driving action – is the main barrier to reach the next level
* Showing the ROI of CX Programmes remains key – but is also seen as a struggle
* And finally – almost all CX Managers suffer from these issues – and most think their struggle is unique
So have a look at the report, find out that others share your pain, and let us know what you think of the remedies we offer.
Create Your End User Adoption StrategyErica Toelle
We all know that End User Adoption is an important area of focus in your SharePoint project. In this session we will take a closer look at the End User Adoption work stream on a SharePoint project, and the associated roles, responsibilities and tasks for the project plan.
This presentation on Customer Experience Management was delivered at The Social CRM Conference in Singapore on the 21/01/2014. The event was attended by Senior Marketing Executives from around the Asia Pacific and Japan region.
New agile ways of working remotely: a Point of View that goes beyond the tools for those working in remote environments - by Dipesh Pala and Cobus Beetge
UX Field Research Toolkit - A Workshop at Big Design - 2017Kelly Moran
Workshop Description:
Looking for practice with in-depth user-experience research methods? You may have read about techniques in the past, but methods must be practiced to be understood. projekt202 has been employing these methodologies with great success since 2003. This workshop is your opportunity to try these tools in a structured environment without pressing deadlines or looming stakeholders. Our experienced research and design professionals will share industry tips and tricks that will help you put theory to practice.
The workshop will be hands-on and interactive; instructional elements will be reinforced with stories of impact to real projects. We will not only cover methods of gathering user data, but the importance of spending time internalizing and analyzing the data through activities such as affinity diagramming. Participants will gain exposure to these important practices in a low-pressure atmosphere and with the guidance of experienced professionals.
Pitch Deck For Pre Seed Funding PowerPoint Presentation SlidesSlideTeam
This is an early stage investment which the owner requires to start the business. This is also known as pre seed capital or pre seed money. Business owners can raise this money from friends, family or investors and give stakes in the company in exchange. The presentation is helpful for start ups looking to raise funding for the initial development of the product, to set up a business, or to build a new team. This presentation will help the start ups to present their business or business idea and future growth plans in front of the potential investors. This presentation comprises the following sections Company Overview, Company introduction, unique business idea, business model, revenue streams, historical events, products, and services etc. Market Overview Target audience identification and segmentation, competitive landscape, market size and opportunities etc. Financials Overview Income statement, revenue, and cash flow projections, capitalization tables, valuation, break even point, and cost analysis etc. Investment and funding overview Funding requirements, use of raised funds, future plans, the exit strategy for the investors etc. This presentation will help the organizations to move from the situation, where they need funds for initial business development to set the future targets, use, and goals of raised funding. https://bit.ly/3btoJWg
Maryann is a Senior Portfolio Marketing Manager overseeing product marketing, content development, and brand strategy.
The purpose of this deck is to show her creative process, approach to marketing initiatives, and examples of work. This should be used as an extension of her resume. Enjoy!
Working Backwards - Leading organisations achieve growth by marrying customer-obsession with a modern technology strategy. In this upcoming webinar, we’ve partnered with AWS to bring you exclusive insights from one of the world’s most innovative companies, Amazon.
Tidying up with Marie Kondo is a phenomenon that has taken the world by storm. Marie Kondo has developed a simple method to help declutter and organise your home. Inspired by this KonMari Method of tidying up, we will explore how to apply similar steps in experience design.
Design systems are the key to keeping digital properties organised so that changes and updates can be made seamlessly. When a design system is set up properly, creating new features and templates can happen fairly quickly. This allows us, as designers, to focus on solving user needs and creating an overall better user experience instead of spending our time on mundane tasks of re-creating patterns and modules.
Excellent isn't good enough anymore - now you need to deliver the experience,...Chris Parker
CIO's of today and tomorrow need to connect directly to the customer journey if they want to avoid being commoditised by the consumerisation and commercialisation of IT.
This presentation was given during the 2010 CIO Day in the Netherlands (www.cioday.nl) and was a call to action for the audience to choose where they will be positioned in the future: supporting, inspiring or leading the customer journey.
Part one in the Operational Excellence Mini Webinar Series called "WHAT IS LEAN?" This slideshare presentation can also be provided in a fully narrated video format.
More Information: http://PatrickJamesPowers.com
Deploying a Voice of the Customer (VoC) ProgramAvtex
Do you gather, analyze and respond to your customer’s feedback with a disciplined approach? Learn about Voice of Customer best practices, see practical examples of how technology can support a VoC program, and hear success stories from the field with guest speaker Peter Leppik, President and CEO of Vocalabs.
Customer experience surveys are typically company-focused more than customer-focused. This is why response rates are challenging. To maximize customer engagement, actionability, and value to all involved, re-design your voice-of-the-customer instruments to capture what matters most to customers, in the ways they prefer to share with you.
See https://ClearAction.com
"Intuit Transforms HR," introduced by Dave Duffield and presented by Jennifer Hall, VP of HR with Intuit, provider of Quicken, TurboTax, QuickBooks, and online banking services. In this session, Jennifer Hall will share details of Intuit's HR transformation.
In February & March 2020 we ran research (both a survey and 1-2-1 interviews) amongst CX professionals, to find out what their biggest challenges were.
We have now finished the report and are proud to share it with you.
You can find the report here
Some key insights:
* It remains a problem to get buy-in from the rest of the organization
* This is partially due to the tendency of many organisations over-estimating their own maturity when it comes to CX
* Moving from concept to implementation – and driving action – is the main barrier to reach the next level
* Showing the ROI of CX Programmes remains key – but is also seen as a struggle
* And finally – almost all CX Managers suffer from these issues – and most think their struggle is unique
So have a look at the report, find out that others share your pain, and let us know what you think of the remedies we offer.
Create Your End User Adoption StrategyErica Toelle
We all know that End User Adoption is an important area of focus in your SharePoint project. In this session we will take a closer look at the End User Adoption work stream on a SharePoint project, and the associated roles, responsibilities and tasks for the project plan.
This presentation on Customer Experience Management was delivered at The Social CRM Conference in Singapore on the 21/01/2014. The event was attended by Senior Marketing Executives from around the Asia Pacific and Japan region.
New agile ways of working remotely: a Point of View that goes beyond the tools for those working in remote environments - by Dipesh Pala and Cobus Beetge
UX Field Research Toolkit - A Workshop at Big Design - 2017Kelly Moran
Workshop Description:
Looking for practice with in-depth user-experience research methods? You may have read about techniques in the past, but methods must be practiced to be understood. projekt202 has been employing these methodologies with great success since 2003. This workshop is your opportunity to try these tools in a structured environment without pressing deadlines or looming stakeholders. Our experienced research and design professionals will share industry tips and tricks that will help you put theory to practice.
The workshop will be hands-on and interactive; instructional elements will be reinforced with stories of impact to real projects. We will not only cover methods of gathering user data, but the importance of spending time internalizing and analyzing the data through activities such as affinity diagramming. Participants will gain exposure to these important practices in a low-pressure atmosphere and with the guidance of experienced professionals.
Pitch Deck For Pre Seed Funding PowerPoint Presentation SlidesSlideTeam
This is an early stage investment which the owner requires to start the business. This is also known as pre seed capital or pre seed money. Business owners can raise this money from friends, family or investors and give stakes in the company in exchange. The presentation is helpful for start ups looking to raise funding for the initial development of the product, to set up a business, or to build a new team. This presentation will help the start ups to present their business or business idea and future growth plans in front of the potential investors. This presentation comprises the following sections Company Overview, Company introduction, unique business idea, business model, revenue streams, historical events, products, and services etc. Market Overview Target audience identification and segmentation, competitive landscape, market size and opportunities etc. Financials Overview Income statement, revenue, and cash flow projections, capitalization tables, valuation, break even point, and cost analysis etc. Investment and funding overview Funding requirements, use of raised funds, future plans, the exit strategy for the investors etc. This presentation will help the organizations to move from the situation, where they need funds for initial business development to set the future targets, use, and goals of raised funding. https://bit.ly/3btoJWg
Maryann is a Senior Portfolio Marketing Manager overseeing product marketing, content development, and brand strategy.
The purpose of this deck is to show her creative process, approach to marketing initiatives, and examples of work. This should be used as an extension of her resume. Enjoy!
Working Backwards - Leading organisations achieve growth by marrying customer-obsession with a modern technology strategy. In this upcoming webinar, we’ve partnered with AWS to bring you exclusive insights from one of the world’s most innovative companies, Amazon.
Tidying up with Marie Kondo is a phenomenon that has taken the world by storm. Marie Kondo has developed a simple method to help declutter and organise your home. Inspired by this KonMari Method of tidying up, we will explore how to apply similar steps in experience design.
Design systems are the key to keeping digital properties organised so that changes and updates can be made seamlessly. When a design system is set up properly, creating new features and templates can happen fairly quickly. This allows us, as designers, to focus on solving user needs and creating an overall better user experience instead of spending our time on mundane tasks of re-creating patterns and modules.
Excellent isn't good enough anymore - now you need to deliver the experience,...Chris Parker
CIO's of today and tomorrow need to connect directly to the customer journey if they want to avoid being commoditised by the consumerisation and commercialisation of IT.
This presentation was given during the 2010 CIO Day in the Netherlands (www.cioday.nl) and was a call to action for the audience to choose where they will be positioned in the future: supporting, inspiring or leading the customer journey.
Part one in the Operational Excellence Mini Webinar Series called "WHAT IS LEAN?" This slideshare presentation can also be provided in a fully narrated video format.
More Information: http://PatrickJamesPowers.com
In this session, we will explain the benefits of implementing a Cloud Native approach for running closed loop analytics. This talk will show how you can achieve business value from analytics quickly and without downtime on a sophisticated platform such as Pivotal Cloud Foundry. We will also demo this combined approach to running Data Microservices for a use case like Fraud Analytics and Detection.
Speaker: Malik Bilal & Vijay Rajagopal, Pivotal
To succeed in the Digital Era, organizations turn to Microsoft Digital Advisory Services. Digital Advisors like myself work with organizations to reimagine and transform customer
engagement, employee experiences, business models and operations, to empower organizations to reach their digital aspirations.
Welcome to learn more about our Advisory Services.
Customer Experience is a key differentiator – globally, 81% of consumers are willing to pay more for a better experience [Capgemini]. Learn about the changing customer environment, how to go about creating a customer experience-led approach and the benefits it will bring!
Is customer centricity just another management fad? Globally, companies are investing more than USD 10 billion annually to drive customer centric transformations, yet four in five are left unsatisfied.
The Digital Workplace - Building a more productive digital work environment s...Oscar Berg
It's time to take employee productivity and digital working seriously. The Digital Workplace is an approach that helps you build a more productive digital work environment - service by service.
Six Building Blocks Of Digital Transformation Powerpoint Presentation SlidesSlideTeam
Six Building Blocks of Digital Transformation PowerPoint Presentation Slides is an effective presentation to create new digital business capabilities. The digital transformation business model PowerPoint complete deck includes ready to use templates such as strategy and innovation, customer decision journey, process automation, operation and technology, data and analytics, etc. It has templates with professional background images and relevant content. This content ready presentation is fully editable. Modify content as per your need. The graphics used in this PPT allow you to clearly demonstrate each step of the digital transformation process. This set of PPT visuals will assist you in find, develop and acquire digital skills. Discuss the five stages of process automation. Enhance your knowledge with this well-researched deck and deliver your ideas in an effective way. Download the six strategies for delivering digital services Presentation design to impress your audience. https://bit.ly/3AwraVL
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Six Building Blocks Of Digital Transformation PowerPoint Presentation SlidesSlideTeam
Six Building Blocks of Digital Transformation PowerPoint Presentation Slides is an effective presentation to create new digital business capabilities. The digital transformation business model PowerPoint complete deck includes ready to use templates such as strategy and innovation, customer decision journey, process automation, operation and technology, data and analytics, etc. It has templates with professional background images and relevant content. This content ready presentation is fully editable. Modify content as per your need. The graphics used in this PPT allow you to clearly demonstrate each step of the digital transformation process. This set of PPT visuals will assist you in find, develop and acquire digital skills. Discuss the five stages of process automation. Enhance your knowledge with this well-researched deck and deliver your ideas in an effective way. Download the six strategies for delivering digital services Presentation design to impress your audience.
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http://delight.us/conference
Delight 2016 | Not for Sale: The Art & Impact of Authenticity — Sara Fritsch Delight Summit
In a society where everything is for sale, the ultimate commodity is that which cannot be bought. In this uplifting presentation, Sara Fritsch will discuss the advantages of a "not for sale" strategy and why authenticity plays such a vital role in our crowded, hyper-consumerist market. From reflections on thoughtful scalability to simple ground rules for more mindful ways to work, this talk will highlight why values matter more now than ever and spark a new conversation on what true success really looks like.
Presented at Delight 2016 by Sara Fritsch, Schoolhouse Electric & Supply
http://delight.us/conference
Delight 2016 | Delight is not a Campaign — Maggie LangDelight Summit
Marketers, executives and agencies across the world are busy crafting strategies that revolve around delighting their customers. Yet, brands still struggle to deliver on the promise. Delight is part of something much larger than a campaign, or even a strategy. It's a life-sized cut-out of Channing Tatum in your hotel room. It's a "good luck" card signed by every hotel employee when you check in for a big interview the next day. And sometimes, it's getting a great bottle of Oregon Pinot Noir sent to your house when you post a great snap from wine hour on Instagram. Kimpton Hotels & Restaurants have become a beloved brand by delighting their guests for over 35 years, and Maggie will share how a culture is paramount to delivering on a brand promise of delight.
Presented at Delight 2016 by Maggie Lang, Kimpton Hotels & Restaurants
http://delight.us/conference
This presentation was given by Rachel Binx of NASA JPL as part of Delight 2015 on Oct. 5, 2015.
How can we create tools to view, explore and connect with our data? For the past year, Rachel has been exploring this question with her work at NASA’s Jet Propulsion Laboratory, where she’s designing and building an application for spacecraft operators to analyze their telemetry data. Outside of her day job, she’s created three companies that create custom objects from customers’ personal data, namely Meshu, Gifpop and Monochōme. All of these projects share the same goal: to create intuitive and engaging visualizations and to help users find meaning in their data.
http://delight.us/conference
Delight 2015 | More Than a Feeling: Designing for Digital ComplexityDelight Summit
This presentation was given by Erin Moore from Twitter at Delight 2015 on Oct. 5, 2015.
Designing and building products that have a meaningful impact on people’s lives is an exorbitant amount of work. Yet products that do this successfully are the ones we return to again and again. Despite their complexity, these products make interactions with others and environments seem effortless, desirable—and even addictive. How do we as designers do the hard work of creating products that are useful and relevant? What repeatable process can we look toward to solve problems for people whose motivations and behaviors can be hard to predict? Erin will share how coaching collegiate athletics helped her understand complex systems, and how that experience still influences her daily design process at Twitter.
http://delight.us/conference
Delight 2015 | Airbnb Environments: Belonging in the Open PlanDelight Summit
This presentation was given by Aaron Taylor Harvey and Rachael Harvey of the Airbnb Environments Team at Delight 2015 on Oct. 5, 2015.
Imagine a call center with no cubicles, no traditional desks, and no phones. What if, instead, you could design an office defined by freedom and comfort that is also an effective and functional place to work every day. That’s exactly what Aaron and Rachael Harvey did for Airbnb’s award-winning Portland Call Center—and what they’re doing for other Airbnb offices around the world. Agents in the Portland call center have a work environment that’s a lot like a great Airbnb travel listing, bringing the experience of traveler and agent closer together—and making it easier to provide those travelers with a great customer experience. In this core conversation, Aaron and Rachael will share the philosophy and design process they use to redefine work environments in much the same way that Airbnb redefined travel.
http://delight.us/conference
This presentation was given by Gary Hirsch of On Your Feet at Delight 2015 on Oct. 5, 2015.
Collisions often create the best ideas. This interactive, story-based session will help you see invisible opportunities, co-create with your audience, and understand how collisions (in this instance improv, art and a small robot army) can lead to delightful surprises.
http://delight.us/conference
This presentation was given by Jennifer Liebermann and Mike Holland of Kaiser Permanente at Delight 2015 Oct. 5, 2015.
Experience the power of provocation with Jennifer Liebermann and Mike Holland from Kaiser Permanente's Garfield Innovation Center. Imagining Care Anywhere is the beginning of a conversation within Kaiser Permanente and its industry partners about how current and future technology can enable health and health care to be delivered wherever Kaiser Permanente's members live, work or play. This immersive session will enable you to see to believe.
http://delight.us/conference
This presentation was given by Amber Case of Healthways at Delight 2015 on Oct. 5, 2015.
Technology shouldn't require all of our attention, just some of it, and only when necessary. Calm technology describes a state of technological maturity where a user's primary task is not computing, but being human. The idea is to have smarter people, not things. Amber will cover how to use principles of Calm Technology in product design and how we must to manage the next generation of connected devices in our human landscape.
http://delight.us/conference
This presentation was given by Colin O'Neill of Connective DX at Delight 2015 on Oct. 5th, 2015.
Digital has changed the relationship between customers and brands—calling for a new set of capabilities and tools to delight customers and grow your business. Connective DX VP of Experience Design Colin O'Neill will discuss the changing role of design (and designers) and share some of the approaches and frameworks that we use to connect design teams, customers, and organizations as we move into an age of connected experiences.
http://delight.us/conference
Delight 2015 | Getting Design for Delight Into Your Organizational DNADelight Summit
This presentation was given by Suzanne Pellican of Intuit at Delight 2015 on Oct. 5, 2015.
Close to one third of the U.S. economy flows through Intuit’s payroll, invoicing and tax software. What drove such a dominant software company to reinvent itself into a design-driven 30-year old startup? This story begins in 2006, when Intuit found itself in a terrible position—flattening growth, terrible Net Promoter Scores, and a less than desirable innovation pipeline. Suzanne will tell the story of Intuit’s rebirth by leveraging design at all levels of the company and creating a culture of design thinkers who aim to do nothing short of delighting their customers.
http://delight.us/conference
Dave Gray explains how companies can become more connected and effective at delivering better experiences.
Originally presented at Delight 2014, Oct. 6-7, 2014. http://delight.us/conference
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10. Competency What is it? Grade
Vision
A well communicated short and long term
vision for the role of digital and experience
Culture &
Governance
The right roles on the team to achieve your
goals with a written governance model
Customer Insight
Active programs to gather customer data and
well understood personas to design from
Content
An internal owner for content and an ongoing
program to plan, manage and deliver it
Technology
Technology systems and roadmap that can
deliver on the short and medium term needs
of the organization
Operations
An operational model for executing ongoing
projects across the organization
Data & Optimization
A data-driven continuous improvement
program that yields ongoing lift and learnings.
Digital Experience Readiness
11. Digital Experience Readiness
(10 minutes)
• For LASIR, complete your
assessment of the DX-7
• We are the client: ask us questions!
14. Persona
• Most valuable as a framing device in
order to make design decisions.
• Personas help humanize the design.
• Personas require primary research.
• Be explicit about who will consume
and use it.
• They have a shelf life.
15. Persona Attributes
• Who the person is; demographics, photo,
name
• Needs; what the person is trying to
accomplish
• Emotions; what is frustrating, what brings joy,
what is important
• Triggers; what is the initiating action/behavior
that connects the person with the brand
• Channels; the communication mechanisms,
web, phone, email, etc.
• Potential solutions
16. Persona Development
(20 minutes)
• Create a persona
• Divide paper
– Who: name, image, demographics
– Behaviors, triggers
– Pain points and needs
– Touch points
– Potential solutions
– Who will use the personas
• Share
25. The North Star and Its Value
• Customer Lifetime Value
– Frequency (starting productive
relationships)
– Duration (extending them)
– Value (increasing value)
– Efficiency (decreasing of cost of service)
– Amplification (gaining reputation)
30. Source: eMarketer, October 2012
45%
25%
17%
4%
9%
7%
44%
26%
16%
6%
8% 8%
43%
26%
15%
9%
7% 7%
42%
26%
14%
12%
6% 5%
TV Online Radio Mobile Print Other
Share of Consumer Time Spent with Major Media
2009 2010 2011 2012
Mobile consolidates media
31. The real mobile shift isn’t about devices, connections
or apps. It’s in the customers mind.
They expect services to be there instantly:
beautiful, interactive, free and easy use. And in exchange,
brands and their tools have an always on position in
customers’ lives.
33. Four Keys to Organizational Readiness
• Ready to engage
– Organization has started planning and preparing for change with
existing research prepared to inform next steps.
• Senior leaders as active stakeholders
– Marketing, technology and executive leaders are bought into the
idea of digital transformation.
• Access to customers and data
– Ready to collaborate to better understand the voice of the
customer and use real customers to inform strategy.
• Willing to co-create vision and strategy
– A willingness to participate in the process in order to co-create the
strategy and vision for the organization.
44. What
is
our
North
Star
• Business
vision
• Brand
values
• Must
win
moves
Where
arena?
• Industry
• SegmentaPon
• CompePPve
set
How
will
we
posiPon
to
win?
• Value
case
• Brand
personality
What
is
the
business
case?
• Revenue
impact
• CLTV
• Internal
rate
of
return
Who
and
what
must
change?
• Systems
• Staffing
• Culture
/
Policy
How
will
it
be
managed?
• Measurement
• Governance
• OperaPons
Business
Alignment
Cascade
TM
57. Create a Journey Map
30 - 45 minutes
• Create a journey map for your persona
• Identify the customer lifecycle stages
• Identify customer needs, expectations,
activities, emotions and opportunities
throughout the journey
• Choose a problem to solve
• Share with group
72. 12 Types of Purple Goldfish
1. Throw In’s"
2. In the Bag / Out of Box"
3. Sampling"
4. First / Last Impressions"
5. Guarantees"
6. Pay it Forward"
"
7. Follow Up "
8. Added Service"
9. Convenience"
10. Waiting"
11. Special Needs"
12. Handling Mistakes"
"
Value" Maintenance"
83. Google
Every millisecond counts
Simplicity is powerful
Be daringly innovative
Design for today’s world
Be enlightening without becoming distraction
Be worthy of users’ trust
Add a human touch
87. Battle Cry!
• Craft a statement to capture the principles
that we can deliver to the organization.
– i.e. What can everyone at Lasir do to, day
to day to help deliver a great experience?
88.
89. Ideation
30 minutes
• Each table choose a problem statement
and sketch out solutions informed by the
experience principles
• Storyboard and Wireframe templates
provided
• Address content, social, measurement
approach and organizational implications
• Share
96. Document the surrounding customer journey
All of the steps the customer takes
All of the touchpoints the customer interacts with
Steve
receives
statement
in mail
throws
statement
on desk &
ignores
sees
charge
that looks
wrong
logs in
to website
tries to get
details
about
charge
looks for
customer
service
number
calls
customer
service
talks
to CSR
tweets
in
frustrationopens &
reads
statement
paper
statementenvelope website
mobile
phone IVR
Twitter
97. Assess the relative importance of each touch point
Business
Benefit
Customer
Benefit
User Impact Overall
Scale
1=low,
2=medium,
3=high
99. Understand and align
initiatives
• Apply DX 7 to each high-value idea
• Map out key IT, operational and
marketing initiatives
• Consider key activities to measure and
optimize the experience, and to deliver
real info back to the business.
101. What we covered today
Why Digital Experience Matters
The DX7
The AIM Framework
Aligning to the Business and Customer Goals
Imagining a Better Experience
Mapping and prioritizing