The document discusses how to create customer loyalty through delivering experiences that create "The Long Wow," which means repeatedly creating notably great experiences for customers over time by planning and staging "wow" moments that delight, anticipate needs, or surprise customers, and by managing a platform to reliably deliver these experiences while evolving the process and drawing inspiration from unmet customer needs.
Subject To Change: creating great products and services for an uncertain worldAdaptive Path
As an introduction to Adaptive Path's new book, Subject to Change, this presentation covers key points from the book on creating great products and services for an uncertain world.
Getting Started - Creating products and services that make life betterSagar Arlekar
Foodlets Team at SVS College of Management Studies, Goa.
An interactive session where we shared the Foodlets story and engaged with the students on different aspects of Entrepreneurship and how to look for opportunities around.
Break even analysis- A Comprehensive and Clear DescriptionShyama Shankar
Break-even analysis is one of the most important concepts in management-accounting that enables the management to calculate production costs accurately and avoid wastage. It relates volume with profits at different levels and helps the company to fix price accordingly.
Subject To Change: creating great products and services for an uncertain worldAdaptive Path
As an introduction to Adaptive Path's new book, Subject to Change, this presentation covers key points from the book on creating great products and services for an uncertain world.
Getting Started - Creating products and services that make life betterSagar Arlekar
Foodlets Team at SVS College of Management Studies, Goa.
An interactive session where we shared the Foodlets story and engaged with the students on different aspects of Entrepreneurship and how to look for opportunities around.
Break even analysis- A Comprehensive and Clear DescriptionShyama Shankar
Break-even analysis is one of the most important concepts in management-accounting that enables the management to calculate production costs accurately and avoid wastage. It relates volume with profits at different levels and helps the company to fix price accordingly.
A breakeven analysis is used to determine how much sales volume your business needs to start making a profit.
The breakeven analysis is especially useful when you're developing a pricing strategy, either as part of a marketing plan or a business plan.
Don't focus on technology and features. Heck, don't focus on the "product." Focus on the experience you want to create, and build a system that gets you there.
The audio is from my talk at http://2007.dconstruct.org/.
Fontys - Demystify AI. Wat is er mogelijk met AI en wat niet?BigDataExpo
Er is een explosie van toepassingen van Neural Nets en Deep learning. Wat kunnen deze wel en wat kunnen ze niet. Wat kan deze ontwikkeling voor U betekenen?
A breakeven analysis is used to determine how much sales volume your business needs to start making a profit.
The breakeven analysis is especially useful when you're developing a pricing strategy, either as part of a marketing plan or a business plan.
Don't focus on technology and features. Heck, don't focus on the "product." Focus on the experience you want to create, and build a system that gets you there.
The audio is from my talk at http://2007.dconstruct.org/.
Fontys - Demystify AI. Wat is er mogelijk met AI en wat niet?BigDataExpo
Er is een explosie van toepassingen van Neural Nets en Deep learning. Wat kunnen deze wel en wat kunnen ze niet. Wat kan deze ontwikkeling voor U betekenen?
The Importance of Facial Features, Gretchen Anderson at BayCHIBayCHI
What's the key facial feature of your design? That one element that grabs people on an irrational level, reflects the big concept, and becomes the icon for your product or service. Gretchen Anderson points to BMW cars' split grill, Tivo's big, bright "pause" button, and the Flip camera's flip-out USB plug as examples of successful facial features. Yes, strive for usability, but the most usable designs can be boring. Your design needs personality, too!
Jared Spool: Revealing Design Treasures from The AmazonBayCHI
Jared Spool at BayCHI: Revealing Design Treasures from The Amazon
On its surface, Amazon.com just seems like a large e-commerce site, albeit a successful one. Its design isn't flashy, nor is it much to write home about. But deep within its pages are hidden secrets—secrets that every designer should know about.
Jeff Johnson at BayCHI: Designing with the Mind in MindBayCHI
Jeff Johnson at BayCHI in July 2010: Designing with the Mind in Mind: The Psychological Basis for UI Design Rules
http://www.baychi.org/calendar/20100713/
Mindset for Achievement: How to Boost Achievement and Fulfillment Through Min...BayCHI
Carol Dweck at BayCHI, May 11, 2010: Mindset is a simple idea discovered by world-renowned Stanford University psychologist Carol Dweck in decades of research on achievement and success—a simple idea that makes all the difference. In a fixed mindset, people believe their basic qualities, like their intelligence or talent, are simply fixed traits. They spend their time documenting their intelligence or talent instead of developing them. Dweck's research also shows that praising intelligence can harm motivation by creating a fixed mindset. People also tend to believe that talent alone creates success—without effort. They're wrong. In a growth mindset, people believe that their most basic abilities can be developed through dedication and hard work—brains and talent are just the starting point. This view creates a love of learning and a resilience that is essential for great accomplishment. Virtually all great people have had these qualities. Teaching a growth mindset creates motivation and productivity in the worlds of business, education, and sports.
Designing Social Interfaces: 5 Principles, 5 Practices, 5 Anti-PatternsBayCHI
Christian Crumlish at BayCHI April 13, 2010: Designing for social interaction is hard. People are unpredictable, consistency is a mixed blessing, and co-creation with your users requires a dizzying flirtation with loss of control. Christian will present the dos and don'ts of social web design using a sampling of interaction patterns, design principles and best practices to help you improve the design of your digital social environments.
Elaine Wherry, Meebo: What Web Application Design Can Learn from the HarpsichordBayCHI
Baroque harpsichordists excelled at taking simple melodies and creating elaborate, beautiful pieces of music. But in their desire to push the boundaries of experimentation, these keyboard virtuosi eventually ornamented the music beyond the limits of good taste, making the composer's original melody unrecognizable. Listen to enough Baroque music, and you'll ultimately decide, "This is ridiculous. I never want to hear another harpsichord!"
Something similar happens in Web design. With new technology comes a natural desire to experiment, challenging fundamental design rules to push the limits of web applications. As designers explore just how far they can go, there inevitably comes a breaking point, where you think, "This is ridiculous. I never want to see another rounded corner!"
In both cases, the lesson learned is that just because you can, doesn't mean you should.
Web application interaction design brings a wealth of creative freedom and makes it increasingly important to identify the functional rationale for UI choices rather than gut reactions like "this is the way users are accustomed to it" or "this just looks better." Elaine will discuss how to approach web application design when, instead of one dominant voice, there's a multitude of web product and design philosophies.
Elaine Wherry is co-founder and VP of Products at Meebo. Originally a classically-trained violinist, Elaine graduated from Stanford University with a degree in Symbolic Systems with a concentration in Human-Computer Interaction. After graduating, she became the manager of Usability and Design at Synaptics. She co-founded Meebo.com in 2005 with two good friends, Seth Sternberg and Sandy Jen. Initially, she wrote Meebo's JavaScript framework and went on to build and oversee Meebo's web, user experience, and product management teams. Today, Meebo has approximately 40 million unique users in the United States and nearly 100 million unique users worldwide, according to Quantcast.
Scott MacKenzie at BayCHI: Evaluating Eye Tracking Systems for Computer Data ...BayCHI
The human eye, with the assistance of an eye tracking apparatus, may serve as an input controller to a computer system. Much like point-select operations with a mouse, the eye can "look-select", and thereby activate items such as buttons, icons, links, or text. Evaluating the eye working in concert with an eye tracking system requires a methodology that uniquely addresses the characteristics of both the eye and the eye tracking apparatus. Among the interactions considered are eye typing and mouse emulation. Eye typing involves using the eye to interact with an on-screen keyboard to generate text messages. Mouse emulation involves using the eye for conventional point-select operations in a graphical user interface. In this case, the methodologies for evaluating pointing devices (e.g., Fitts' law and ISO 9241-9) are applicable but must be tailored to the unique characteristics of the eye, such as saccadic movement. This presentation surveys and reviews these and other issues in evaluating eye-tracking systems for computer input.
Scott MacKenzie is associate professor of Computer Science and Engineering at York University, Toronto, Canada. His research is in human-computer interaction with an emphasis on human performance measurement and modeling, experimental methods and evaluation, interaction devices and techniques, alphanumeric entry, language modeling, and mobile computing. He has more than 100 peer-reviewed publications in the field of Human-Computer Interaction, including more than 30 from the ACM's annual SIGCHI conference. He has given numerous invited talks over the past 20 years.
Juliette Melton at BayCHI: Real World Remote ResearchBayCHI
Remote research can raise the quality and lower the costs of your user research efforts; using a combination of surveys, video, screensharing, and phone, you can connect with a much broader range of users than you could using traditional lab-based usability tests, while using resources more efficiently than you would doing contextual research. In this workshop-style talk, Juliette Melton will cover recruiting sources, technology tools, and caveats you might not have thought of, including managing time zones and participant distraction. We will also address pros and cons of increasingly popular non-scripted research services.
Juliette Melton at BayCHI: Real World Remote ResearchBayCHI
Remote research can raise the quality and lower the costs of your user research efforts; using a combination of surveys, video, screensharing, and phone, you can connect with a much broader range of users than you could using traditional lab-based usability tests, while using resources more efficiently than you would doing contextual research. In this workshop-style talk, Juliette Melton will cover recruiting sources, technology tools, and caveats you might not have thought of, including managing time zones and participant distraction. We will also address pros and cons of increasingly popular non-scripted research services.
Conrad Albrecht-Buehler at BayCHI: Heed or: How I Learned to Stop Monitoring ...BayCHI
http://www.baychi.org/calendar/20100112/#2
Technology users are technology observers as well, monitoring for problems or opportunities that might arise. Designing interfaces to support the monitoring of technology presents unique challenges, like detecting situations and knowing how and when to respond, coping with a changing operating environment, and the changing knowledge of the observer.
Conrad describes "Heed," a scale and framework to help observers of a system evaluate which situations need scrutiny and when. He gives an example heed-based interface that encourages the development of situation awareness. Learn how the framework and interface can be applied in three different scenarios: server performance, a business's finances, and user experience in a community forum.
Conrad Albrecht-Buehler at BayCHI: Heed or: How I Learned to Stop Monitoring ...BayCHI
http://www.baychi.org/calendar/20100112/#2
Technology users are technology observers as well, monitoring for problems or opportunities that might arise. Designing interfaces to support the monitoring of technology presents unique challenges, like detecting situations and knowing how and when to respond, coping with a changing operating environment, and the changing knowledge of the observer.
Conrad describes "Heed," a scale and framework to help observers of a system evaluate which situations need scrutiny and when. He gives an example heed-based interface that encourages the development of situation awareness. Learn how the framework and interface can be applied in three different scenarios: server performance, a business's finances, and user experience in a community forum.
Joy Mountford at BayCHI: Visualizations of Our Collective LivesBayCHI
The lines between art, design, and information are dissolving as we experience new places and objects. Consider, for example, the organic flow of air traffic over North America at daybreak, the bursts of search query memes spreading around the globe, and the pointillist surge of mobile phone usage on New Year's Eve. Using the new techniques of generative data visualization, a new generation of artist/designers/engineer/scientists are creating gorgeous, dynamic experiences driven by massive sets of data about our own lives. Their work comes to life in architectural spaces, on walls of wood and metal and light and shimmering glass clouds suspended overhead. Of course it must be touched to be appreciated and engaged with, simple gestures launch a thousand images and possibilities. Many of these projects have received international recognition. They are primarily 3D applications that can run in real time, but really can only be appreciated by watching them, as movies. These data movies aim to make information easier to understand while being enjoyable to watch. Surprising insights surface through looking at our 'data life' in new ways, and may compel us to design in different, even better ways.
For those who couldn’t attend Wikimania, the annual international Wikimedia conference, this panel of top contributors to the wiki community reviews some of the latest developments, lessons learned, and what to expect from Wikimedia in the future.
Adina Levin of SocialText leads a panel that includes Wikimedia executives and other noted wiki experts as they share highlights from Wikimania 2009. The panelists discuss a project that would allow Wikimedia to be more usable for contributers, opportunities to help Wikimedia move forward, and the latest wiki trends.
Yahoo!'s Micah Alpern describes the culture of Wikimania. Sue Gardner, Wikimedia's executive director, covers the foundations priorities and projects. Ed Chi of PARC summarizes his much-discussed research on the slowing growth of Wikipedia, with data, models, and possible explanations. Naoko Komura shows off the achievements of Wikimedia's Usability Project and describes its future plans. Jack Herrick of wikiHow describes his company's efforts to increase contributions to wikis.
The broad wiki community is strong, productive, and inventive, and our panelists are a few of the people who help make it a success. Whether you use wikis for reference, contribute to wikis at work, use other kinds of user-contributed media, or participate in open-source communities, you'll learn a lot from these experts.
Taming Complexity and Sparking Innovation Through Ideation and Design ThinkingBayCHI
Gayle Curtis, Design Consultant at BayCHI, December 8, 2009: A design thinking approach to product development gives us a place to start and a way to proceed with problems that are tricky and ill-defined. It can help tame their complexity and uncover innovative solutions. At the heart of this approach is ideation, the capacity for generating ideas and entertaining alternatives, which we most often practice in brainstorming sessions. In this talk we will look at the background, values and techniques of brainstorming and how to structure effective brainstorm sessions. We will also look at the ways group brainstorms can enhance team performance and serve as the sparkplug for an innovation pipeline.
Aiming for Innovation: Living Design in a Business WorldBayCHI
Brynn Evans and Krista Sanders at BayCHI, December 8, 2009: Design thinking and how it relates to software product development in general and HCI design in particular. The values and methods of strategic ideation and see how they can be applied in various real life/real work situations.
"Well, we did all this research ... now what?"BayCHI
Steve Portigal at BayCHI, June 9, 2009: One of the most persistent factors limiting the impact of user research in business is that research projects often stop with a cataloging findings and implications rather than generating opportunities that directly enable the findings. As designers increasingly become involved in using contextual research to inform their design work, they may find themselves holding onto a trove of raw data but with little awareness of how to turn it into design.
Steve introduces a framework for synthesizing raw data into insights, and then creatively using those insights to develop a range of business concepts.
Synthetic Fiber Construction in lab .pptxPavel ( NSTU)
Synthetic fiber production is a fascinating and complex field that blends chemistry, engineering, and environmental science. By understanding these aspects, students can gain a comprehensive view of synthetic fiber production, its impact on society and the environment, and the potential for future innovations. Synthetic fibers play a crucial role in modern society, impacting various aspects of daily life, industry, and the environment. ynthetic fibers are integral to modern life, offering a range of benefits from cost-effectiveness and versatility to innovative applications and performance characteristics. While they pose environmental challenges, ongoing research and development aim to create more sustainable and eco-friendly alternatives. Understanding the importance of synthetic fibers helps in appreciating their role in the economy, industry, and daily life, while also emphasizing the need for sustainable practices and innovation.
Unit 8 - Information and Communication Technology (Paper I).pdfThiyagu K
This slides describes the basic concepts of ICT, basics of Email, Emerging Technology and Digital Initiatives in Education. This presentations aligns with the UGC Paper I syllabus.
Model Attribute Check Company Auto PropertyCeline George
In Odoo, the multi-company feature allows you to manage multiple companies within a single Odoo database instance. Each company can have its own configurations while still sharing common resources such as products, customers, and suppliers.
Instructions for Submissions thorugh G- Classroom.pptxJheel Barad
This presentation provides a briefing on how to upload submissions and documents in Google Classroom. It was prepared as part of an orientation for new Sainik School in-service teacher trainees. As a training officer, my goal is to ensure that you are comfortable and proficient with this essential tool for managing assignments and fostering student engagement.
Palestine last event orientationfvgnh .pptxRaedMohamed3
An EFL lesson about the current events in Palestine. It is intended to be for intermediate students who wish to increase their listening skills through a short lesson in power point.
A Strategic Approach: GenAI in EducationPeter Windle
Artificial Intelligence (AI) technologies such as Generative AI, Image Generators and Large Language Models have had a dramatic impact on teaching, learning and assessment over the past 18 months. The most immediate threat AI posed was to Academic Integrity with Higher Education Institutes (HEIs) focusing their efforts on combating the use of GenAI in assessment. Guidelines were developed for staff and students, policies put in place too. Innovative educators have forged paths in the use of Generative AI for teaching, learning and assessments leading to pockets of transformation springing up across HEIs, often with little or no top-down guidance, support or direction.
This Gasta posits a strategic approach to integrating AI into HEIs to prepare staff, students and the curriculum for an evolving world and workplace. We will highlight the advantages of working with these technologies beyond the realm of teaching, learning and assessment by considering prompt engineering skills, industry impact, curriculum changes, and the need for staff upskilling. In contrast, not engaging strategically with Generative AI poses risks, including falling behind peers, missed opportunities and failing to ensure our graduates remain employable. The rapid evolution of AI technologies necessitates a proactive and strategic approach if we are to remain relevant.
Macroeconomics- Movie Location
This will be used as part of your Personal Professional Portfolio once graded.
Objective:
Prepare a presentation or a paper using research, basic comparative analysis, data organization and application of economic information. You will make an informed assessment of an economic climate outside of the United States to accomplish an entertainment industry objective.
Francesca Gottschalk - How can education support child empowerment.pptxEduSkills OECD
Francesca Gottschalk from the OECD’s Centre for Educational Research and Innovation presents at the Ask an Expert Webinar: How can education support child empowerment?
Introduction to AI for Nonprofits with Tapp NetworkTechSoup
Dive into the world of AI! Experts Jon Hill and Tareq Monaur will guide you through AI's role in enhancing nonprofit websites and basic marketing strategies, making it easy to understand and apply.
Read| The latest issue of The Challenger is here! We are thrilled to announce that our school paper has qualified for the NATIONAL SCHOOLS PRESS CONFERENCE (NSPC) 2024. Thank you for your unwavering support and trust. Dive into the stories that made us stand out!
3. Media is a mess
Craigslist took the classifieds
Everyone took a piece of the ads
Blogs are taking the readers
Music is in metamorphosis
iTunes is the #1 retailer
Labels are losing their grip
Travel is turbulent
The three top quality carriers
are all low-fair airlines
5. Predicting the future won’t work.
Meeting about it won’t work.
Instead, seek approaches that will
continue to work no matter which
prediction comes true.
8. A NEW PHOTOGRAPHIC APPARATUS.
This apparatus consists of a box containing a camera, A, and
a frame, C, containing the desired number of plates, each
held in a small frame of black Bristol board. The camera
contains a mirror, M, which pivots upon an axis and is
maneuvered by the extreme bottom, B. This mirror stops at
an angle of 45°, and sends the image coming from the
objective to the horizontal plate, D, at the upper part of the
camera. The image thus reflected is righted upon this plate.
s beyondInobjective isofofthree yards from operator situatedin
hotographic apparatu nearer the object to be photographed, the focusing would be
As the short focus, every object
A new p
a distance the apparatus is
focus. exceptional cases, where the might be
done by means of the rack of the objective. The latter can
also slide up and down, so that the apparatus need not be
inclined when buildings or high trees are being photographed.
The door, E, performs the role of a shade. When the
apparatus has been fixed upon its tripod and properly
directed, all the operator has to do is to close the door, P and
,
raise the mirror, M, by turning the button, B, and then expose
the plate. The sensitized plates are introduced into the
apparatus through the door, I, and are always brought
automatically to the focus of the objective through the
pressure of the springs, R. The shutter of the frame, B, opens
through a hook, H, with in the pocket, N. After exposure, each
plate is lifted by means of the extractor, K, into the pocket,
whence it is taken by hand and introduced through a slit, S,
behind the springs, R, and the other plates that the frame
contains. All these operations are performed in the interior of
the pocket, N, through the impermeable, triple fabric of which
no light can enter.
An automatic marker shows the number of plates exposed.
When the operations are finished, the objective is put back in
the interior of the camera, the doors, P and E, are closed, and
the pocket is rolled up. The apparatus is thus hermetically
closed, and, containing all the accessories, forms one of the
most practical of systems for the itinerant photographer.
12. Why is this story important?
Because this focus on the customer experience
made Kodak successful for years.
And when they’ve stumbled it’s been because
they lost this focus.
18. The experience is the product.
Focus on the lives of customers.
Engage in design as an activity.
Think systems, not artifacts.
Deliver the Long Wow.
19. The experience is the product.
Focus on the lives of customers.
» Understand people as people.
Engage in design as an activity.
Think systems, not artifacts.
Deliver the Long Wow.
34. Motivation
Concepts Compare Banks Compare Products Evaluate Future Products
Understand
Product Details
Run scenarios
Get Overview of with tools
Products
Research
Read bank specific loan
brochures options
Get business Look at
Research
loan info in mortgage
Research Products branch
Look at specific
rates
Banks Across Banks items
Read Research Learn about Research
Read Conduct Evaluate Long
promotional checking bill pay business
Learn About Research Bank brochures Followup Term Banking
mail needs features insurance
Process Locations Negotiate Research Options
Review Consider types
Attend home Look for Research Research Negotiate in refinance Research fees Mark funds for Research of business
buyng seminar Define Personal Call Bank About branches banks online Research credit line branch Become Aware further review checking services
Realize
options
Needs Product Technology of Products unreadiness
Learn the Talk to BofA Research Seek Look for Evaluate long
home buying Create mental about Look for safety banks in Compatibility Compare Negotiate over Seek mutual funds/ Research Follow up over Research IRAs term banking Realize
process list of needs mortgage deposit box person with MSN rates phone promotions IRAs specific funds phone options unreadiness
Financial Financial Compare Compare
planning planning Contact Locations Offers FAQ Products Contact Offers Product info Rates Checklist Products Welcome kit
resource resource Mental Space Mental Space
Calculator Live chat Quarterly Help Locations Product list Product list Comparison Contact
report
Locations Contact Feature list Locations
Community Locations Fees Live chat
info
LOB info Product demo Terms
Opt-in Line info Eligibility
Form
Case study list Product specs
Case study Feature info Security
detail
Product Feature specs Use process
selector
Live chat Product demo Calculator
35. 2: online
multi-session
1: convenience research
research
Motivation
online first
bank
convenience
site experience indicates ease of working with bank
online
go online first to conveniently get convenience
knowledge
fear of being ion
consolidat
3: knowledge
evaluating
Concepts Compare Banks manipulated Compare Products Evaluate Future Products
future
products 2: online
multi-session
1: convenience knowledge is research
power research
need to be a Understand
Product Details online first
responsible
consumer no clear end Get Overview of
Products
Run scenarios
with tools
state Read bank
Research
go online first to conveniently get knowledge
fear of being 3: knowledgespecific loan
brochures options
manipulated
Get business Look at
Research
loan info in mortgage
Research Products branch
Look at specific
rates
Banks Across Banks items
knowledge is
Read Research power
Learn about
Conduct Research
Evaluate Long
Learn About Research Ban
ch B
h Bank promotional
mail
Read
brochures
need to be a checking
needs
bill pay
features Followup
business
insurance Term Banking
Negotiate
Process tions
Locations responsible going through Research Options
consumer the motionsend
no clear Review Consider types
Attend home Look for
k Research Research Negotiate in refinance Research fees Mark funds for Research of business
buyng seminar Define Personal Call Bank About branches
ches banks online Research credit line branch Become Aware further review checking Realize
e
Needs Product Technology of Products stateoptions services
ess
unreadiness
Learn the Talk to BofA Research Seek Look for get knowledge before talking to a person Evaluate long
home buying Create mental about Look for safety
r banks in Compatibility Compare Negotiate over Seek mutual funds/ Research Follow up over Research IRAs term banking Realize
process list of needs mortgage deposit box
it person with MSN rates compelledphone seek bargains
to promotions IRAs specific funds phone options unreadiness
ss
Financial Financial Compare
going through Compare
planning
resource
planning
resource
Contact Locations
tions Offers FAQ Products
Mental Space
Contact Offers
the motions
Product info Rates Checklist Products
Mental Space
Welcome kit
emotional
get knowledge before
Calculator Live chat Quarterly
report
Help Locations compelled to seek bargains list
Product list Product requirements talking to a person
Comparison Contact
Locations Contact Feature list Locations
emotional
Community Locations Fees
requirements
Live chat
info
sensitivity to multi-channel
LOB info cost Product demo Terms
process
sensitivity to multi-channel
Opt-in Line info Eligibility
Form cost identification process
with personas
Case study list Product specs identification
with personas
privacy and
Case study
detail
Feature info Security
security privacy and serious
Product
security specs
Feature Use process serious
selector transactionss
transaction
notnot online
online
Live chat Product demo Calculator
4: ion
4: emotemotion
36. "Medical device manufacturers are stuck in a
bygone era; they continue to design these
products in an engineering-driven, physician-
centered bubble. They have not yet grasped the
concept that medical devices are also life
devices, and therefore need to feel good and
look good for the patients using them 24/7, in
addition to keeping us alive."
Amy Tenderich, Diabetes Mine blog
42. More insight
By changing the size and shape
of our research filters, more
and better information gets
through the sifting process.
43. ple?
rs as peo
custome
your
derstand
Do you un
44. The experience is the product.
Focus on the lives of customers.
» Understand people as people.
Engage in design as an activity.
» Design becomes an organizational competency.
Think systems, not artifacts.
Deliver the Long Wow.
50. Five ways of thinking of design
1. Design as aesthetics
2. Design as a distinct role
3. Design as a thing
4. Design as a rock star
5. ???
51. Design as an activity
Design can be an
activity that an
organization
embraces, that
everyone can be
involved in.
52. Designers become facilitators
Design can be an
activity that an
organization
embraces, that
We engage can be
everyone
cross-functional
involved in.
teams, get design
ideas out of
them, and then
work to refine
and hone them
59. The experience is the product.
Focus on the lives of customers.
» Understand people as people.
Engage in design as an activity.
» Design becomes an organizational competency.
Think systems, not artifacts.
» Embrace complexity, and expose appropriately
Deliver the Long Wow.
65. The ClearRx system
pill bottle
pharmacists ClearRX marketing
Customer-facing experience
POS system training
CRM supply chain
IT systems and operations
66. The ClearRx system
ces?
pill bottle
exp erien
port
pharmacists ClearRX marketing
t sup
s tha
Customer-facing experience
stem
ng sy
u de signi
Are yo POS system training
CRM supply chain
IT systems and operations
67. The experience is the product.
Focus on experience.
» Use experience as strategy.
Focus on the lives of customers.
» Understand people as people.
Think systems, not artifacts.
» Embrace complexity, and expose appropriately.
Deliver The Long Wow.
» Unfold delightful experiences over time.
68. Over 75% of consumers have at least one loyalty card
— Jupiter Research
How do you
create customer
loyalty?
71. Meaning more means repeatedly
creating notably great experiences
True loyalty — and the word-of-
mouth that comes with it — evolves
natural from the great experience you
have with a company over time.
72. Meaning more means repeatedly
creating notably great experiences
Notably great experiences are
punctuated by a moment of “wow,”
when the product or service delights,
anticipates the needs of, or pleasantly
surprises a person.
74. The Long Wow
Plan and stage
the wow
experience
wow
Manage your Evolve your
platform for repeatable
delivery process
Draw from a
wide area of
unmet needs
75. 4. Plan and stage the wow experience
organize a pipeline of wow moments that can be
introduced through your palette of touchpoints over time
Before Now Next Later
76. pack in unfold new
features up experiences
front over time
83. The Long Wow
Plan and stage
the wow
experience
wow wow wow wow wow wow wow wo
wo wo wo
Manage your Evolve your
platform for repeatable
delivery process
Draw from a
wide area of
unmet needs
84. an create
at c
rm thwow wow wow wo
wow wow wowfo g haul?
lat wow
g a p the lon
ildin over
u bu nts
Are yo ome
wo wm
85. The experience is the product.
Focus on experience.
» Use experience as strategy.
Focus on the lives of customers.
» Understand people as people.
Embrace the complexity.
» Use systems to support experiences.
Engage in design as an activity.
» Design as an organization competency.
86. Goals of the book
Articulate a new
approach to creating
products and services
in an uncertain world
And address a gaping
hole in how companies
serve people
87. 362 firms
95% say they are
“customer focused”
80% say they deliver a
“superior experience”
How many of these
firms’ customers agree
that they deliver a
superior experience?
8%
from “Closing the Delivery Gap” by Bain & Company
88.
89. SUBJECT TO CHANGE
creating great products and services for an uncertain world
Short, but powerful. Easy to read,
yet profound. I’ve been searching
for just this book: the one perfect
book that summarizes the
essence of modern product
design. This is it... I will use it in
my courses for MBA students.
You should use it for, well, for
everyone.”
— Don Norman,
author Design of Everyday Things
Peter Merholz
peterme@adaptivepath.com
90. Additional Photo Credits
Slides 78, 79, 82. "Basinghill path" David (satguru).
http://flickr.com/photos/satguru/2301780965/
Slide 80. "Vincent Massey Park - Path?" Alison C (Allie in Wonderland).
http://flickr.com/photos/allie-in-wonderland/1810364260/
Slide 80. "The road/pavement markings." Matt Seppings
http://flickr.com/photos/chumpolo/165026463/
Slide 69. "Loyal Pal" (dennis and aimee jonez)
http://flickr.com/photos/jonezes/233928794/
Slide 75. "blue line" Crispin Semmens (conskeptical).
http://flickr.com/photos/conskeptical/292241229/
—all photos some right reserved: Creative Commons http://creativecommons.org/licenses/by/3.0/
91. August 12-15, 2008
San Francisco
Featuring Don Norman, Jensen
Harris, Indi Young, Bruce
Sterling, and people from
Google, TheDailyShow.com,
IDEO, Zipcar, and more!
Day 1: Fundamentals of User Experience
Day 2: Service and Media Design
Day 3: Play and Immersion
Day 4: The Future of User Experience
http://uxweek.com/
Use promotional code FOPM and get 15% off the registration price.