Intersection18: From Wireframing Applications to Designing Organizations - Ro...Intersection Conference
Many, if not all, enterprise organizations are in a digital and agile transformation. Transformations that should lead to better digital services and faster delivery of customer value and therefore offer ample opportunity to design excellent customer experiences.
In reality however these transformations are driven from a technology or operational excellence perspective and the organization consultants leading the change often have a blind spot when it comes to the role and implementation of design. The result is that the different design activities within the organization remain unaligned, that designers are not sufficiently integrated nor in control of the design process and that design management loses grip on the quality of the customer experience.
In the first part of his presentation Rob will explain how the digital transformation triggered internal design activities and how an organization can be made customer centric and design friendly by “hacking” the agile transformation. In the second part Rob will introduce a new transformation enterprises should be in if they want to remain relevant in the future: the experience transformation.
Presentation held at UX STRAT Europe 2019 (Amsterdam) - Informaat has worked with the transformation team of BinckBank on a number of topics and customer experience analytics was one of them. First an analytics framework was created outlining how the BinckBank vision translates into KPIs and data points, which are then monitored to assess where design changes are needed. This framework was used to create a number of touchpoint and journey dashboards. In this presentation Rob will explain the analytics framework, describe the process, design and implementation of the dashboards and how this resulted in better decisions.
If you are looking for an Agency who work with most customize need and with small or big budget for Online & Social media marketing, Online consultancy, Website & Mobile Application development, Website & Mobile Application revamp, Training, Ecommerce Management, Managing Amazon, Flipkart, JIOstore etc kind of 3rd Party Ecommerce Store then you are on right place. Watch this presentation and connect with us.
Presentation for the Business Intelligence seminar hosted by Lowndes. The focus of this session was about unpacking what digital customer experience is, how digital transformation isn't as terrifying as portrayed, and frameworks for bringing digital transformation to life in any organisation - with a focus on human centred design.
Intersection18: From Wireframing Applications to Designing Organizations - Ro...Intersection Conference
Many, if not all, enterprise organizations are in a digital and agile transformation. Transformations that should lead to better digital services and faster delivery of customer value and therefore offer ample opportunity to design excellent customer experiences.
In reality however these transformations are driven from a technology or operational excellence perspective and the organization consultants leading the change often have a blind spot when it comes to the role and implementation of design. The result is that the different design activities within the organization remain unaligned, that designers are not sufficiently integrated nor in control of the design process and that design management loses grip on the quality of the customer experience.
In the first part of his presentation Rob will explain how the digital transformation triggered internal design activities and how an organization can be made customer centric and design friendly by “hacking” the agile transformation. In the second part Rob will introduce a new transformation enterprises should be in if they want to remain relevant in the future: the experience transformation.
Presentation held at UX STRAT Europe 2019 (Amsterdam) - Informaat has worked with the transformation team of BinckBank on a number of topics and customer experience analytics was one of them. First an analytics framework was created outlining how the BinckBank vision translates into KPIs and data points, which are then monitored to assess where design changes are needed. This framework was used to create a number of touchpoint and journey dashboards. In this presentation Rob will explain the analytics framework, describe the process, design and implementation of the dashboards and how this resulted in better decisions.
If you are looking for an Agency who work with most customize need and with small or big budget for Online & Social media marketing, Online consultancy, Website & Mobile Application development, Website & Mobile Application revamp, Training, Ecommerce Management, Managing Amazon, Flipkart, JIOstore etc kind of 3rd Party Ecommerce Store then you are on right place. Watch this presentation and connect with us.
Presentation for the Business Intelligence seminar hosted by Lowndes. The focus of this session was about unpacking what digital customer experience is, how digital transformation isn't as terrifying as portrayed, and frameworks for bringing digital transformation to life in any organisation - with a focus on human centred design.
Beyond The Hype: Contact Center AI That WorksAggregage
To say that there has been a lot of hype around AI is an understatement. If AI is a red-hot topic, AI and knowledge management for contact centers is white hot! However, only 4% of respondents said they had even deployed AI, let alone get business benefits from it, according to a Gartner survey. Barriers to adoption include identifying use-cases, getting and sustaining funding, formulating a strategy, and lack of staff skills. Want to know how to overcome these impediments, and succeed with AI in 2019? Register for upcoming webinar “Beyond the Hype: Contact Center AI That Works”. You will learn top trends, proven use-cases, best practices, and real-world at-scale success stories for contact center AI.
Pulp Strategy’s unique niche is planning, deploying and optimizing scalable marketing programs which not just bring together our core capabilities of content development, marketing consultation, technology development and digital media but also our clients’ business ecosystem of channel partners, OEM’s and agencies in PR, print, and electronic media.
This owned and practiced capability led us to make strategic technology investments for our clients. It has given us the opportunity to create and sustain relationships with some of the biggest brands in the world and build an evolutionary culture of progress with high quality talent.
Modernization and mobilization of existing interfaces, integration layers for mobilization of legacy web systems, immersive web experiences, AI and big data integration for smart responses, e commerce applications, the mobile web, native mobile applications and CRMs which manage custom consumer relationship cycles – At Pulp Strategy we design, develop, manage content and optimize performance for Large-Scale Distributed Systems across technology frame works and platforms.
Pulp Strategy creates technology solutions, platforms and products which are customized to client’s business needs and play a pivotal role in navigating consumer and Big Data journeys from strategy to implementation, delivering across all facets of stream processing, from designing for resilience and scale to working with Technology Consulting Experts who provide a thorough evaluation of project needs and available technology stacks, refine the project strategy roadmap, provide consumer insights and active engagement practice inputs before software prototyping and proof of concept.
Your website today is the first impression of your business that your customers get. The website has no purpose except for being on their visiting card. The year 2020 has changed it; you now need to define a goal. For more details visit - https://www.csquaretech.com/top-10-reasons-why-your-website-needs-a-redesign-in-2021/
Presentation at 2013 ACORD LOMA Conference on moving insurance to a world of digital congress, from electronic apps to e-signatures, straight through processing, and image management. Presented in partnership with AXA Equitable's Nick Intrieri
Strategy, Business models & Service designJoel Sandén
My slides from a 2 part lecture at Halmstad University about business strategy and how changing customer behaviours and social changes has paved the way for service design and a new kind of focus on the customer.
COVID-19 has put cloud contact center, otherwise known as Contact Center as a Service (CCaaS), in the spotlight. Even before COVID-19, CCaaS was experiencing explosive growth. There are several significant apparent and not-so-apparent shifts that have CCaaS “trending.” In this presentation, we outline those reasons and help you understand why CCaaS may be your next move to the cloud.
Customer-centricity is the new imperative, but most organizations are not prepared to transform the way they work to deliver a relevant, personalized customer experience at scale. Designed for those who have been exposed to Journey Mapping, this interactive workshop will share Accenture’s Customer Journey Management framework for guiding the omni-channel customer experience with agility and at scale. During the session you will assess your organization’s design, governance and operating model dimensions to identify capability gaps in delivering on your vision of customer-centricity.
In a working session you will prioritize the gaps in your organization’s capabilities to implement the Customer Journey Management framework. The workshop will help you visualize how to manage the dramatic increase in data, segments, content, collaboration, and compliance that come with high-fidelity journey mapping and omni-channel marketing. We will discuss your specific challenges, as well as real world examples of operating model innovations from companies across industries and levels of maturity. This session will help you prepare your company to identify and respond to customer experience opportunities with new levels of agility and scale.
November 2016
Digital customer experience is a river formed out of many streams, all equally important. This presentation is an overview of all the elements that go into building a successful digital customer experience, illuminated with case examples.
CX Measurement: How Customer-Obsessed Companies Embrace Journey-Based MetricsPointillist
Customer-obsessed companies are achieving a competitive advantage by taking a journey-based approach to CX measurement. Success requires companies to not only fuse data across the customer journey, but also pick the right metrics, organizational structure, culture, processes and technology.
In this presentation featuring guest speaker and Forrester Principal Analyst, Joana van den Brink-Quintanilha, you'll learn how journey analytics can help you:
-Define and track the right CX metrics for individual touchpoints & entire journeys
-Test journey hypotheses and prioritize resources across journeys
-Link CX metrics to your organization's overall KPIs
Demystifying UX, CX and Digital TransformationMelissa Wilfley
I presented this talk for the WPP/Wunderman Thompson Singapore educational series.
In order to get your organisation, team and/or agency to enable digital transformation through customer experience you need to level-set definitions and get everyone on the same page on what these terms mean. This talk is meant to help you understand:
1. The difference between UI / UX / CX
2. Importance of Customer Experience Management and CX Business Strategies
3. How CX fits into Digital Transformation
How CX Leaders Succeed with Journey Analytics: 8 Real-Life Use Cases and Succ...Pointillist
As a CX, analytics or marketing professional, you’re probably hearing a lot about how customer journey analytics can help you better understand your customers. That sounds great in theory, but what does it look like in practice? How are leading organizations actually using journey analytics to acquire, serve and retain customers, as well as measure and improve customer experience?
Check out this presentation to learn how world-class organizations in a variety of industries are using journey analytics software to discover actionable customer insights and translate them into tangible business results.
You’ll learn about 8 real-life use cases for how you can use journey analytics to:
-Measure & improve customer experience
-Streamline operational efficiency & reduce costs
-Grow revenue & maximize customer lifetime value
-Improve customer retention & churn
One of the underpinning fundamentals of any Customer Experience Management (CXM) initiative, is the production of a detailed and accurate Customer Experience Maturity Assessment (CXMA). This white paper explains why a CXMA is required, and outlines best practices for developing one.
Whitepaper: Journey Mapping in Banking and FinanceUXPressia
This whitepaper examines the specifics of doing customer journey mapping in banking in finance. It covers challenges and provides expert tips on how to solve them.
Inside the whitepaper, you will also find examples of financial journey maps and advice for mappers who build their banking or financial journeys in UXPressia.
Download the full whitepaper at https://uxpressia.com/blog/whitepaper-journey-mapping-in-finance
Beyond The Hype: Contact Center AI That WorksAggregage
To say that there has been a lot of hype around AI is an understatement. If AI is a red-hot topic, AI and knowledge management for contact centers is white hot! However, only 4% of respondents said they had even deployed AI, let alone get business benefits from it, according to a Gartner survey. Barriers to adoption include identifying use-cases, getting and sustaining funding, formulating a strategy, and lack of staff skills. Want to know how to overcome these impediments, and succeed with AI in 2019? Register for upcoming webinar “Beyond the Hype: Contact Center AI That Works”. You will learn top trends, proven use-cases, best practices, and real-world at-scale success stories for contact center AI.
Pulp Strategy’s unique niche is planning, deploying and optimizing scalable marketing programs which not just bring together our core capabilities of content development, marketing consultation, technology development and digital media but also our clients’ business ecosystem of channel partners, OEM’s and agencies in PR, print, and electronic media.
This owned and practiced capability led us to make strategic technology investments for our clients. It has given us the opportunity to create and sustain relationships with some of the biggest brands in the world and build an evolutionary culture of progress with high quality talent.
Modernization and mobilization of existing interfaces, integration layers for mobilization of legacy web systems, immersive web experiences, AI and big data integration for smart responses, e commerce applications, the mobile web, native mobile applications and CRMs which manage custom consumer relationship cycles – At Pulp Strategy we design, develop, manage content and optimize performance for Large-Scale Distributed Systems across technology frame works and platforms.
Pulp Strategy creates technology solutions, platforms and products which are customized to client’s business needs and play a pivotal role in navigating consumer and Big Data journeys from strategy to implementation, delivering across all facets of stream processing, from designing for resilience and scale to working with Technology Consulting Experts who provide a thorough evaluation of project needs and available technology stacks, refine the project strategy roadmap, provide consumer insights and active engagement practice inputs before software prototyping and proof of concept.
Your website today is the first impression of your business that your customers get. The website has no purpose except for being on their visiting card. The year 2020 has changed it; you now need to define a goal. For more details visit - https://www.csquaretech.com/top-10-reasons-why-your-website-needs-a-redesign-in-2021/
Presentation at 2013 ACORD LOMA Conference on moving insurance to a world of digital congress, from electronic apps to e-signatures, straight through processing, and image management. Presented in partnership with AXA Equitable's Nick Intrieri
Strategy, Business models & Service designJoel Sandén
My slides from a 2 part lecture at Halmstad University about business strategy and how changing customer behaviours and social changes has paved the way for service design and a new kind of focus on the customer.
COVID-19 has put cloud contact center, otherwise known as Contact Center as a Service (CCaaS), in the spotlight. Even before COVID-19, CCaaS was experiencing explosive growth. There are several significant apparent and not-so-apparent shifts that have CCaaS “trending.” In this presentation, we outline those reasons and help you understand why CCaaS may be your next move to the cloud.
Customer-centricity is the new imperative, but most organizations are not prepared to transform the way they work to deliver a relevant, personalized customer experience at scale. Designed for those who have been exposed to Journey Mapping, this interactive workshop will share Accenture’s Customer Journey Management framework for guiding the omni-channel customer experience with agility and at scale. During the session you will assess your organization’s design, governance and operating model dimensions to identify capability gaps in delivering on your vision of customer-centricity.
In a working session you will prioritize the gaps in your organization’s capabilities to implement the Customer Journey Management framework. The workshop will help you visualize how to manage the dramatic increase in data, segments, content, collaboration, and compliance that come with high-fidelity journey mapping and omni-channel marketing. We will discuss your specific challenges, as well as real world examples of operating model innovations from companies across industries and levels of maturity. This session will help you prepare your company to identify and respond to customer experience opportunities with new levels of agility and scale.
November 2016
Digital customer experience is a river formed out of many streams, all equally important. This presentation is an overview of all the elements that go into building a successful digital customer experience, illuminated with case examples.
CX Measurement: How Customer-Obsessed Companies Embrace Journey-Based MetricsPointillist
Customer-obsessed companies are achieving a competitive advantage by taking a journey-based approach to CX measurement. Success requires companies to not only fuse data across the customer journey, but also pick the right metrics, organizational structure, culture, processes and technology.
In this presentation featuring guest speaker and Forrester Principal Analyst, Joana van den Brink-Quintanilha, you'll learn how journey analytics can help you:
-Define and track the right CX metrics for individual touchpoints & entire journeys
-Test journey hypotheses and prioritize resources across journeys
-Link CX metrics to your organization's overall KPIs
Demystifying UX, CX and Digital TransformationMelissa Wilfley
I presented this talk for the WPP/Wunderman Thompson Singapore educational series.
In order to get your organisation, team and/or agency to enable digital transformation through customer experience you need to level-set definitions and get everyone on the same page on what these terms mean. This talk is meant to help you understand:
1. The difference between UI / UX / CX
2. Importance of Customer Experience Management and CX Business Strategies
3. How CX fits into Digital Transformation
How CX Leaders Succeed with Journey Analytics: 8 Real-Life Use Cases and Succ...Pointillist
As a CX, analytics or marketing professional, you’re probably hearing a lot about how customer journey analytics can help you better understand your customers. That sounds great in theory, but what does it look like in practice? How are leading organizations actually using journey analytics to acquire, serve and retain customers, as well as measure and improve customer experience?
Check out this presentation to learn how world-class organizations in a variety of industries are using journey analytics software to discover actionable customer insights and translate them into tangible business results.
You’ll learn about 8 real-life use cases for how you can use journey analytics to:
-Measure & improve customer experience
-Streamline operational efficiency & reduce costs
-Grow revenue & maximize customer lifetime value
-Improve customer retention & churn
One of the underpinning fundamentals of any Customer Experience Management (CXM) initiative, is the production of a detailed and accurate Customer Experience Maturity Assessment (CXMA). This white paper explains why a CXMA is required, and outlines best practices for developing one.
Whitepaper: Journey Mapping in Banking and FinanceUXPressia
This whitepaper examines the specifics of doing customer journey mapping in banking in finance. It covers challenges and provides expert tips on how to solve them.
Inside the whitepaper, you will also find examples of financial journey maps and advice for mappers who build their banking or financial journeys in UXPressia.
Download the full whitepaper at https://uxpressia.com/blog/whitepaper-journey-mapping-in-finance
Efumo is a group of multi-field companies that work in a B2B field: web/mobile applications, e-commerce, responsive & adaptive design, accounting and finance management.
Our Professional uses vast tools and technologies likely HTML5, Photoshop cc, webmaster tools, Wordpress, PHP, Laravel, Codeigniter, etc, to provide you Trending & Remarkable output with User-friendly, Attractive, & Professionalism. etc.
Ouriken is a standalone web design and digital agency. We design and implements powerful solutions for small and medium businesses in technology, business, and operations.
Full cycle IT outsourcing and outstaffing services for your business: from research, branding, design to development of the most complex solutions, including websites, sophisticated web tools, CRM and ERP systems.
Founded in 2009, MindK has more than 10 years of experience developing software solutions for businesses all over the world. We partner with organizations from start-ups to SMEs to help them accelerate growth and innovation, transform operational efficiency, deliver new products to market, improve profitability and customer satisfaction.
Since the foundation, MindK implemented over 130 complex B2B and B2B2C web and mobile applications in several business niches, among them: construction and real estate, HR & recruiting, sustainability management, e-commerce, financial services, etc. Our 65+ employees, MindKickers, share a passion for leveraging the latest technology trends to solve business challenges, strengthen IT infrastructure, and enable sustainable growth.
In 2019 MindK joined the Canada-Ukraine Trade and Investment Support Project (CUTIS). The CUTIS project is a five-year project that is funded by the Government of Canada through Global Affairs Canada and managed by The Conference Board of Canada in coalition with the Canada Ukraine Chamber of Commerce. Together with 12 leading Ukrainian IT companies, MindK visited Canada and took part in a five-day event, which included a series of B2B meetings with Canadian business, seminars and panel discussions (https://cutisproject.org/en/blog/canada-silicon-valley-north/). In addition to the CUTIS event, the MindK Team organized a roadshow and held 18 meetings with potential clients in Toronto.
MindK footprint spreads globally and covers the following regions: USA, Canada, UK, Norway, Australia, Israel, and the Czech Republic.
In 2013, together with the Sumy State University of Ukraine (https://sumdu.edu.ua/int/en/), MindK launched an educational lab for software developers. Over 130 students have finished MindK’s “Advanced Web-development” course and started their careers in IT. In 2017, MindK founded a yearly IT conference “UP2IT” (https://up2it.com.ua/) which brought together more than 500 visitors last year. The two days session included lectures, panel discussions, and knowledge sharing, workshops and networking. In addition to that, MindK organizes monthly tech talks for IT people called “Tech Battles”. All of these initiatives develop the intellectual capital of MindK to pursue the corporate objectives and bring together the brightest and most enquiring technical minds.
eTCS passionate Web Design & Development company. We offer Responsive Web Design Services, Static and Dynamic Web Development, Web Application Development, Mobile Application Development, Ecommerce Web Services, Custom Software Design, Graphics Design Services.
Digital 360° Program: Custom digital solutionsRajPatel32260
Softweb Solutions Inc offers Digital360° program - it will help you in effectively managing your infrastructure, business processes, predictive analytics and other digital experiences. Connect with our expert to know more.
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From wireframing applications to designing organizations
1. From wireframing applications
to designing organizations
An experience design perspective on transforming enterprises
Rob van der Haar - Intersection18 - September 2018
5. Experience design perspective definitions
Experience design is the practice of designing products,
processes, services, events, omnichannel journeys, and
environments with a focus on the quality of the customer
experience and culturally relevant solutions.
Customer experience is the sum of all interactions of a
customer with an organization during their relationship. It’s
about emotions and psychological needs. It’s holistic, highly
contextual and dynamic and the memory of the experience
often matters more than the experience itself.
6. Physical Ergonomics
Cognitive Ergonomics
Man-Machine Interaction
User Interface Design
Interaction Design
Experience Design
Experience design perspective development of human-centered design
Past
Now
Design process
Design management
Enterprise Design
Design tools
7. Experience design perspective why enterprises should bother about customer experience
“C” suite priority
89%
of companies believes that
customer experience will be their
primary basis for competition. In 2016
versus 16% four years ago.
- Gartner
81%
of executives surveyed place the
personalized customer experience in
their top three priorities for their
organization, with 39% reporting it as
her top priority.
- Accenture
“
“ 90%
of executives surveyed agreed that
customer experience and engagement
are objectives of their corporation’s
digital stategy.
- MIT Sloan/Deloitte
Strategic advantage
50%
of product investment projects will be
redirected to customer experience
innovations, by 2017.
- Gartner
“
“
Delivers ROI
Loyal customers are
5x as likely to repurchase,
5x as likely to forgive,
7x as likely to try new offering,
4x as likely to refer.
- Temkin Group
+2% = -10%
a 2% increase in customer retention
has the same effect as decreasing
costs by 10%.
- Emmet Murphy & Mark Murphy
“
“
Poor CX has risk
89%
of consumers have stopped doing
business with a company after
experiencing poor customer service.
- Rightnow Customer Experience Impact Report
86%
of buyers will pay more for a better
customer experience - but only - if
customers feel that vendors
consistently meet their expectations.
- Forbes
“
“
8. Excellent customer experience Customer experience excellence
M
ar
keting
Bra
nd
Ser
vices
Produ
cts
Technology
Culture
Staff
Business
Customerinsight
Processes
Experience design perspective our customer experience vision
9. Experience design perspective enterprise customer experience maturity
Outward experience design
Aim: excellent customer experience
Inward experience design
Aim: customer experience
excellence
Low maturity
High maturity
M
ar
keting
Bra
nd
Ser
vices
Produ
cts
Technology
Culture
Staff
Business
Customerinsight
Processes
18. Concept design
Detailed design
Realization
App project team
Concept design
Detailed design
Realization
Web project team
Digital transformation development of in-house experience design
Strategic Tactical Delivery
19. Concept design
Detailed design
Realization
App project team
Concept design
Detailed design
Realization
Web project team
Digital transformation development of in-house experience design
Inconsistent!
Strategic Tactical Delivery
20. Concept design
Detailed design
Realization
App project team
Concept design
Detailed design
Realization
Web project team
Digital transformation development of in-house experience design
Strategic Tactical Delivery
Design principles
Design guidelines
Design reviews
Design manager
21. Concept design
Detailed design
Realization
App project team
Concept design
Detailed design
Realization
Web project team
Design principles
Design guidelines
Design reviews
Design manager
Concept design
Detailed design
Realization
Project team X
Digital transformation development of in-house experience design
Strategic Tactical Delivery
22. Concept design
Detailed design
Realization
App project team
Concept design
Detailed design
Realization
Web project team
Inefficient!
Design principles
Design guidelines
Design reviews
Design manager
Concept design
Detailed design
Realization
Project team X
Digital transformation development of in-house experience design
Strategic Tactical Delivery
23. Concept design
Detailed design
Realization
App project team
Concept design
Detailed design
Realization
Web project team
Concept design
Detailed design
Realization
Project team X
Digital transformation development of in-house experience design
Strategic Tactical Delivery
Design architecture
UX design team
Reference designs
Components
Code
Design system team
24. Design architecture
UX design team
Detailed design
Realization
App team X
Reference designs
Components
Code
Design system team
Detailed design
Realization
Web team Y
Detailed design
Realization
Product team Z
Detailed design
Realization
Feature team N
Digital transformation development of in-house experience design
Strategic Tactical Delivery
25. Design architecture
UX design team
Detailed design
Realization
Reference designs
Components
Code
Design system team
Detailed design
Realization
Detailed design
Realization
Detailed design
Realization
Channel
strategy?
Digital transformation development of in-house experience design
App team X
Web team Y
Product team Z
Feature team N
Strategic Tactical Delivery
26. Design architecture
UX design team
Reference designs
Components
Code
Design system team
Ecosystem
Journeys
Blueprints
Detailed design
Realization
Detailed design
Realization
Detailed design
Realization
Detailed design
Realization
Digital transformation development of in-house experience design
App team X
Web team Y
Product team Z
Feature team N
Strategic Tactical Delivery
Omni-channel team
27. Digital transformation development of in-house experience design
Strategic Tactical Delivery
Detailed design
Usability testing
Design approval
Design resourcingDesign architecture
Design system
Proposition design
Design process & tools
Design team culture
and development
Customer insight and
foresight
Brand positioning &
identity
Customer experience
strategy
Service and channel
strategy
28. Digital transformation development of in-house experience design
Strategic Tactical Delivery
Detailed design
Usability testing
Design approval
Design resourcingDesign architecture
Design system
Proposition design
Design process & tools
Design team culture
and develpment
Design director
UX architect(s)
Customer insight and
foresight
Brand positioning &
identity
Customer experience
strategy
Service and channel
strategy
Visual designer(s)
Lead UX engineer
Business designer(s)
Journey specialist(s)
UX manager
Lead designer(s)
UX manager
Lead designer(s)
Lead designer
Resource manager
UX manager
UX designer(s)
UX engineer(s)
User researcher(s)
Design director
Researcher
Analysist
Brand director
Brand strategist(s)
CX director
Service designer(s)
31. Sprint Sprint Sprint
Release
Sprint Sprint Sprint
Release
PO
Development team
Product
vision
Company
vision
Sprint
backlog
MVP1 MVP2
User
needs
Marketing
Management
Product
backlog
Agile transformation how agile is often done
Prioritizing Delivering customer value
32. Users
Sprint Sprint Sprint
Release
Sprint Sprint Sprint
Release
PO
Opportunity
canvas
Story
mapping
Development team
Sprint
backlog
MVP/
roadmap
MVP1 MVP2
Stakeholders
Product
backlog
Product
vision
Company
vision
Capturing customer value Prioritizing Delivering customer value
Agile transformation how agile should be done
33. Steering committeeAgile team(s)Business stakeholders
Users
Story
mapping
Company
strategy
Business
priorities
Product management
PO
Sprint Sprint Sprint
Release
Sprint
backlog
Back-end team Design team
Product management
Product
backlog Product
vision
Product owners
Roadmap
alignment
Head PM
Board
GuidelinesArchitecture
Directors
Strategy Sponsor
NL DE
FR BE
Release
UK
Agile transformation agile in the enterprise context
34. Steering committeeAgile team(s)Business stakeholders
Users
Story
mapping
Company
strategy
Business
priorities
Product management
PO
Sprint Sprint Sprint
Release
Sprint
backlog
Back end team Design team
Product management
Product
backlog Product
vision
Product owners
Roadmap
alignment
Head PM
Board
GuidelinesArchitecture
Directors
Strategy Sponsor
NL DE
FR BE
Release
UK
Agile transformation agile in the enterprise context
Poor integration of experience designers
No direct user involvement
Limited creation of customer value
Inconsistent touchpoint experience
37. Steering committeeAgile team(s)Business stakeholders
Users
Story
mapping
MVP/
roadmap
Company
strategy
Business
priorities
KPIs &
status
Product management
PO
Sprint Sprint Sprint
Release
Sprint
backlog
Backend team Design team
Product management
Product
backlog
Product
vision
Product owners
Roadmap
alignment
Head PM
Board
GuidelinesArchitecture
Directors
Strategy Sponsor
NL DE
FR BE
UK
Agile transformation hacking the rollout of enterprise agile
Release
Touchpoint dashboard
Journey metrics
Designer profile
Design system
Customer involvement
38. Mobile app dashboard
Happiness
7.2Target = 8
All users
Survey Q1 2017 (n=154)
Rating: 7.9
NPS score: 6.9
UX Lab release 17 (n=10)
Attractiveness: 8
WOW factor: 7.2
App store
Financial apps
Adoption
5.3Target = 8
Germany
App usage data
12 new users
3 other products
Product landing page
136 page views
89 video views
First use pop-up
Rating: 7/10
6 remarks
UX Lab release 17 (n=10)
First trade: 7 min.
Support: 2x
Financial DB
10.340 Euro
123 Transactions
Task success
8.1Target = 8
All users
UX Lab release 17 (n=10)
First trade: 7 min.
Support: 2x
Support desk
14 questions
Time: 45 min.
Usabilla feedback
3 new ratings
Retention
6.0Target = 8
Netherlands
App store
4 users uninstalled
the app
Financial DB
Lost revenue
501.405 Euro
Exit questionnaire (n=4)
Rating: 5/10
2 remarks
App activity data
304 passive users
95 active users
Engagement
7.8Target = 8
Millennials
Twitter #productXYZ
34 tweets this
week
App usage data
54 users of last
release features
Survey Q1 2017 (n=154)
Top 5 features
rated 8.1
Financial DB
New revenue
10.1050 Euro
User forum
3 new threads
17 posts
“CX Design Library”
Brand value & principles
Brand identity
Tone of voice
Image gallery
Channel & design principles
Reference design
Structure and navigation
Patterns & guidelines
Reference code (web components)
Platform specific code
Digital identity
Pages & templates
UI components
Elements
Brand & communications team
Design architecture team
Digital identity team
Front-end team
Agile teams
Campaign
”Summer 2017”
8
8
7
Landing page
“Sign up”
9
8
7
Welcome gift
6
7
X
Journey target:
Current: 6
Desired: 9
Benchmark: 7
Paper form
3
8
7
Support call
7
8
8
Mobile app
“Activate account”
4
7
7
User profile:
Persona: Sandra
New customer
Netherlands
TP
dashboard
TP
dashboard
TP
dashboard
TP
dashboard
TP
dashboard
TP
dashboard
Touchpoint target:
Current:
Desired:
Benchmark:
CJ dashboard
Agile transformation examples of agile experience design hacks
Touchpoint dashboard
Journey metrics
Design system
Customer involvement
Agile profile
UX designer
Agile team activities (0.8 FTE)
• Participates in age team meetings: stand-up, planning, refinement, etc.
• Participates in story mapping sessions together with PO & stakeholders;
• Identifies necessary changes to product UX from different sources;
• Prioritises UX changes together with PO and development team;
• Gets input and requirements from users through interviews, forum, etc.
• Makes wireframes or prototypes of new product features;
• Liaisons with content/communication specialists;
• Liaisons with UI library team for component/guideline changes;
• Prepares regular usability tests together with user researcher;
• Supports the development and refines the user story or design if needed;
• Safeguards design principles, digital identity and design strategy.
UX team activities (0.2 FTE)
• Participates in cross product/team concepting/design sprints;
• Participates in UX library/guideline refinement;
• Personal development, mentoring and coaching.
• UX ambassador and thought leadership;
• Participate in UX team meetings and design strategy.
Agile profile
Experience Designer
Agile team activities (0.8 FTE)
• Participates in age team meetings: stand-up, planning, refinement, etc.
• Participates in story mapping sessions together with PO & stakeholders;
• Identifies necessary changes to product UX from different sources;
• Prioritises UX changes together with PO and development team;
• Gets input and requirements from users through interviews, forum, etc.
• Makes wireframes or prototypes of new product features;
• Liaisons with content/communication specialists;
• Liaisons with UI library team for component/guideline changes;
• Prepares regular usability tests together with user researcher;
• Supports the development and refines the user story or design if needed;
• Safeguards design principles, digital identity and design strategy.
UX architecture activities (0.2 FTE)
• Participates in cross product/team concepting/design sprints;
• Participates in UX library/guideline refinement;
• Personal development, mentoring and coaching.
• UX ambassador and thought leadership;
• Participate in UX team meetings and design strategy.
UX
Designer profile
39. Agile transformation examples of agile experience design hacks
Agile profile
UX designer
Agile team activities (0.8 FTE)
• Participates in age team meetings: stand-up, planning, refinement, etc.
• Participates in story mapping sessions together with PO & stakeholders;
• Identifies necessary changes to product UX from different sources;
• Prioritises UX changes together with PO and development team;
• Gets input and requirements from users through interviews, forum, etc.
• Makes wireframes or prototypes of new product features;
• Liaisons with content/communication specialists;
• Liaisons with UI library team for component/guideline changes;
• Prepares regular usability tests together with user researcher;
• Supports the development and refines the user story or design if needed;
• Safeguards design principles, digital identity and design strategy.
UX team activities (0.2 FTE)
• Participates in cross product/team concepting/design sprints;
• Participates in UX library/guideline refinement;
• Personal development, mentoring and coaching.
• UX ambassador and thought leadership;
• Participate in UX team meetings and design strategy.
Agile team X
80%
Agile team Y
20%
Agile team Z
20%
Agile team X
40%
Agile team Y
40%
Agile team X
40%
Agile Framework profile
Experience Designer
Scrum team activities (0.8 FTE)
• Participates in agile team meetings: stand-up, planning, refinement, etc.
• Participates in story mapping sessions together with PO & stakeholders
• Identifies necessary changes to product UX from different sources
• Prioritises UX changes together with PO and development team
• Gets input and requirements from users through interviews, forum, etc.
• Makes wireframes or prototypes of new product features
• Liaisons with content/communication specialists
• Liaisons with UI library team for component/guideline changes
• Prepares regular usability tests together with user researcher
• Supports the development and refines the user story or design if needed
• Safeguards design principles, digital identity and design strategy.
UX architecture activities (0.2 FTE)
• Participates in cross product/team concepting/design sprints
• Participates in UX library/guideline refinement
• Personal development, mentoring and coaching
• UX ambassador and thought leadership
• Participate in UX team meetings and design strategy.
UX
Default Optional
Designer profile
UX architecture
20%
UX architecture
20%
UX architecture
20%