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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!
Big Digital Advisory Services are provided by Firestring, a Britehouse Digital Company. Our clients are focused on increasing market share, expanding territories and elevating brand position.
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The goal of the this presentation on Conversion optimization Framework is to remove the guesswork from the conversion optimization process. It provides comprehensive analysis to anyone interested in optimization with a specific methodology to produce consistent results.
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!
Big Digital Advisory Services are provided by Firestring, a Britehouse Digital Company. Our clients are focused on increasing market share, expanding territories and elevating brand position.
Big Digital customers improve their approaches to the design and management of customer experiences and relationships, building new product offerings delivered through increasingly agile and omni-channels models. The result is customer-centricity and business relevance.
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As a UX Practitioner, this is my portfolio and personal presentation deck.
Examples of my deliverables, wireframes, process flows, personas, usability analysis, and overall value proposition of what I can bring to the table.
I bring the value add of 30 years in business, actual Business Analyst and Project Management experience for major brands and companies like AT&T Mobility, Verizon, Verizon FiOS TV, GameStop, Hewlett-Packard, Wal-Mart, United Health Group, Microsoft, Copart, DAI, Eli Lilly, Verizon, First Choice Power, Nissan, Jackson Hewitt, Pep Boys, Miami Dolphins, Friendly’s Ice Cream, PepsiCo, Denny’s, BMW, Terminix, Sauza, Frito-Lay, Proctor & Gamble, Sabre, Worldspan, De Beers, Nestle, IBM and FEMA’s National Flood Insurance Program.
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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.
Alan introduces you to a three step approach to unleashing the business changing power of UX by:
Assessing the state of UX in your organisation, learning how to improve the research that you do and seeing new ‘agile’ ways of working and thinking, to join it up.
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Delight 2013 | Digital Experience WorkshopDelight Summit
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
As a UX Practitioner, this is my portfolio and personal presentation deck.
Examples of my deliverables, wireframes, process flows, personas, usability analysis, and overall value proposition of what I can bring to the table.
I bring the value add of 30 years in business, actual Business Analyst and Project Management experience for major brands and companies like AT&T Mobility, Verizon, Verizon FiOS TV, GameStop, Hewlett-Packard, Wal-Mart, United Health Group, Microsoft, Copart, DAI, Eli Lilly, Verizon, First Choice Power, Nissan, Jackson Hewitt, Pep Boys, Miami Dolphins, Friendly’s Ice Cream, PepsiCo, Denny’s, BMW, Terminix, Sauza, Frito-Lay, Proctor & Gamble, Sabre, Worldspan, De Beers, Nestle, IBM and FEMA’s National Flood Insurance Program.
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.
Alan introduces you to a three step approach to unleashing the business changing power of UX by:
Assessing the state of UX in your organisation, learning how to improve the research that you do and seeing new ‘agile’ ways of working and thinking, to join it up.
With the business world seeing new value in user experience design, you’ll leave ready to take UX beyond digital, across channels and into the boardroom.
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MarkoHurst.com :: My topic of discussion at the Feb 17 2009 NYC UPA.
Even as the pace of society, business, and the Internet continue to increase, many budgets and time lines continue to decrease. To compound this issue, there is a serious disconnect between business goals, user goals, and what visitors actually do on your site. UX practitioners need a simple and efficient way to reconcile these diverse needs while taking action on their data. Join us to learn about a new method for incorporating quantitative data such as web analytics and business intelligence into your qualitative user experience deliverables: personas, wireframes, and more. This presentation will include discussions of online business models, feedback loops for ensuring cross-discipline collaboration, and ongoing revisions.
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Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
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2. Problem solving
Stakeholder management
Workshops
Business goals
Service design thinking
Platform agnostic
Collaborative
Vision
Leadership
Strategy
Team building
UX Evangelism
Project approach
Divergent thinking
Brainstorms
Expert reviews/ heuristic
evaluations
User Interviews
Personas
Ideation
Sketches
Prototypes
Information architecture
Wireframes
Site Maps
Content tone
Card sorts
Taxonomy
User journey
Research/ insight
Competitive reviews
User testing
Delivery and management
Agile iteration
Lean UX
Analytics
Working with teams or as
sole consultant to the
business
The right methods at the
right time
Business as usual
3. What have I been doing the last few years ?
Large scale business transformation projects. Acting as the lynch
pin between business, the user/customer and technology teams.
Increasing revenue, workflow efficiency, usability
Reducing cost and project risk
Types of project:
Browser/Desktop/Mobile/Enterprise/e-commerce/Service/Content
• UX project rescue and optimization
• UX discovery and strategy
• Greenfield product development and journey mapping
4. What have I been doing the last few years ?
• Service design lead ‒ Publicis Sapient
• UX/ product design lead - Mcann
• UX/ product design Xreach. Cyber Security mobile products
• UX lead Keytree. A leading technology consultancy
• Lead UX consultant Sainsbury's Argos Plc x2
• UX Lead at Summit Media for Peugeot and JLR
• Lead UX/ Service design consultant UK Ministry of Justice
• Principal UX consultant BT Plc for InfoSys
• Principal UX consultant National Grid Plc for Wipro
• Principal UX/ Service design consultant UK Governments Skills Funding Agency
• UX/ Service design lead consultant FullSix London for Waitrose
• Principal UX consultant House of Fraser
• Principal UX consultant Bupa
• UX lead consultant LBi
• UX lead consultant BskyB for Foviance [Seren]
Supporting a mix of retail/ financial services/ media/ public sector/ agency and corporate clients
6. Waitrose Ecommerce for Full Six London
Problem
I needed the business to have a shared vision and to understand how the right customer experience
would impact on their business metrics and KPI’s. At the same time giving all stakeholders a voice so the
business could see their opportunities and challenges in relation to the customer experience.
A planning solution was needed that would frame the user experience in context to the business goals
Finding the solution
A cohesive strategic view of this multi channel retailers e-commerce offer was needed to break the cycle
of tactical fixes to the online business – the user experience was getting lost and the business was loosing
sales opportunities and causing frustration to their astonishingly loyal customer base.
But where should they start?
Creating an over arching customer journey formed the basis of this framework and formed ‘pillars of
excellence’ that we could build upon.
7. Waitrose for Full Six London
• Lots of background, insight and analysis
• Lots of data analysis, and site assesment
• Lots of stakeholder engagement, interviews and
contextual enquiry
• Lots and lots of post it notes
• Lots of extra calories
Methods
At the end the blueprint looked a little like this…..
14. Over 100 recommendations for improving the customer experience
against KPIs were identified from each sector of the user journey.
Each was assessed in terms of complexity and customer benefit. Projects
in the 'sweet spot' moved into scoping with full business support.
Each then went on to wireframe and development.
15. Bupa Group/ Bupa International
• Leading their largest web transformation project to date.
Full lifecycle legacy replacement.
• Results speak volumes.
Additionally tasked with educating group businesses, selling UX, and
building a team and methods that were faster, better, smarter.
In the first month:
45% increase in transactions
$ payments up 177%
Self service administration increased 1300% with
no promotion.
Projected annual cost efficiency of £1.3 million
ALL WITH NO FUNCTIONAL CHANGES
16. The legacy system
Five international extranets for B2B and B2C claims, processing and management
After unpicking it, and to gain buy in I described the sites ………….
18. Wire frame and prototype, no time/ money for user insight, I needed buy in first.
The business didn’t want to talk to customers, I showed them how and the benefits that it would bring
19. Prototype and test with users internationally to validate the structure. Gaining insight here via extended
test questioning. The business were truly amazed about what they learnt.
Iterate and retest.
20. Managed the visual designers, curated visuals and content team. Coordinate stakeholders sign off
*Visuals Charles Migut
21. The National Apprenticeship Service
Problem
Analysing data and interviewing stakeholders quickly revealed that the service did not understand
their user base, user journeys were broken and tactical fix’s had no impact.
A more strategic view of their future offer was needed. To provide insight I started by segmenting
their user base. Which was broader than they first thought.
Contextual interview to establish need and behaviour with:
• Existing candidates,
• Current Apprentices
• Partner organisations where there were touch points i.e. national telephone help centres
• Young and older potential target groups
• Small, medium and large employers
• Educational establishments and commercial training providers
Three core user groups emerged for which I created personas.
Finding the solution
The UK Governments National Apprenticeship Service identified that they were under performing and
not achieving policy objectives. They operate a complex public facing online system that manages and
communicates to Apprenticeship candidates, employers and training providers.
24. • Working independently with key business stakeholders to define and
develop a new online proposition -Sky Living
• Additional involvement with Sky TV and Sky movies sites
• Two screen experience UX planning
• Outline app development
User Experience Lead Foviance @ BSKYB
25. Analysis
• Current site usability tests
• Analysis of Hit box data
• Product development roadmap
• User interviews/ user research- guerilla style
• Stakeholder interviews
• Card sorting with editors
• Creative workshops and ideation
26. I hung out at cafes and hairdressing salons to gain insight into the target group, refusing to accept
that the client was the user. Using women's lifestyle magazines as ‘props’ to aid my questioning.
This evidence proved invaluable to the project
31. National Grid Plc
Assignments
IOS, phone and tablet apps for the field force
Internal ERP portals
Mobile SAP Apps
.Com retail journey enhancements and testing
Scope and redesign of consumer self service applications to increase NPS
Mobile and Desktop Application UI and interaction style guides
Strategy and Innovation for the strategic applications group
32. Mobile workforce
Time Accounting
A complex time accounting app for for a highly distributed field workforce. IOS integrated
with SAP
Apps
33. Legacy system created confusion, additional processes and poor customer satisfaction resulting
in regulatory fines. Business was convinced that design work would fix this. I proved them
wrong BEFORE they made a very costly mistake.
Consumer web self service
34. Insights
Personas created from contextual interviews, analytics and reports. Helped business to focus outside
in on the REAL problems
35. Consumer web self service
Iterative prototypes helped evolve businesses vision and service proposition
38. A suite of highly complex fleet management systems
Digitising and refining a complex workflow
BT for InfoSys
39. Customer self service, resource management portal. Data driven, complex workflows and
reporting
40. Employee view, resource management portal. Work Approval and tracking, data driven, complex
workflows and messaging
41. Sainsburys Plc
Key enterprise projects
• Allocation and replenishment
• Post check out experience
• Online Driver Scheduling and logistics tools
• Store Risk Mobile & Hot Food Counters Risk
• In Store logistics screens
Key consumer projects
• TU Clothing
• Grocery site redesign and re platform
42. Online delivery driver shift allocation
Digitise a highly manual process
Simplify the process, make
significant time savings
Over 18k+ hours lost annually
Remove duplication, reduce
effort
Reduce risk of breaching
working time directives
43. Method
Understand and make the team aware of
what the real life problems were faced in
the field, and re align the project with the
users at the heart. Sell the benefit of user
centered design to product owner.
Design a solution based on the research
above.
Rapidly prototype and test the concept
with users ahead of build.
Give the build team direction and
guidance based on the above, whilst
allowing them the flexibility to deliver.
44. Fairly light touch user
testing with a working
prototype to validate
thinking and provide
evidence based design to
the product owner.
45. UI version looks something like this. System now live and deployed.
One of Sainsbury's most successful UX projects to date.
47. Stock allocation & replenishment
Reducing margin erosion through maximising fill price sales
Improving store specific sku availability and range forecast.
“The right stock in the right store at the right time”
A highly manual and complex process
System to drive £3bn sales and £1bn profit
48. Helping a long running failing project to refocus and reframe
the problem. Whilst also providing UX tactical support
Identifying the ‘system users’ against a backdrop of ‘we don’t have
any users
Creating a product vision to drive towards
50. Summit Media
Peugeot Citroen
Selling new and used cars online. User journey strategy,
conversion funnel and lead optimisation for ecommerce.
Jaguar Landrover
Classic part sales. Idea development and strategy
51. Defining a method to analyse user journeys through the retail and
ecommerce sites in order to optimise conversion funnels.
Groupe PSA
53. JLR – Classics Division
Selling classic car parts through a JTBD framework
54. Assist planning and reduce waste.
Apps to reduce store risk at hot food counters.
Recording food temperature checks and safety information for
compliance.
Sainsbury's - Hot Food Counters Risk
58. Assist planning and reduce waste.
Logistics planning, view of inbound deliveries to store
Screens for back of store and web app
Sainsbury's - Logistics
59.
60. Keytree
• Customer self service applications for Severn Trent Water
• Mobile planning tool for Babcock
• Mobile applications for Menzies airlines
• Mobile Application for grocery distribution
• SAP fori ‒ News International.
61. Severn Trent Water
• Customer self service applications for Severn Trent Water
• Re design My Account.
• Payments, meter registration, moving home etc
• Complex environment re aligning the business, technology and
design teams.
79. Working with the founders to create a consumer mobile and desktop
experience and a B2B enablement platform.
Delivery focused very lean UX, focus on user journey and rapid
prototyping to meet development goals.
Consumer mobile and desktop views plus ERP workflows.
81. Publicis Sapient
Banking - Nationwide
Focused on shaping service design team activity for agile at scale digital banking
transformation. Specifically account origination, open banking, and visa card controls.
Using customer insight and research,AI and predictive analytics to create better
customer experiences that align with strategic business objectives.
Health tech - Amplifon
Creating a remote care telemedicine service for the Worlds largest hearing aid
retailer. Giving hearing professionals situational awareness of their patients
healthcare.
82. Nationwide - Sample activities
• Business, design and tech alignment. Resetting against value
• Adult current account opening user journey
• Account switching user journey
• Qualitative banking/ current account opening research with
customers ‒ in home and in branch
• Instigating a test and learn approach
• Employee interviews ‒ pain point and internal process review
• Mobile app, visa card controls design and test.
83. Mapping technical components to the user journey, giving teams and stakeholders a view
of the account origination journey for the first time.
Capability and eco system mapping
87. Re imagining hearing healthcare. A platform connecting patients and their
devices to audiologists for remote care.
88. Amplifon - Sample activities
• Business, design and tech alignment against project and business
goals. Focusing on value.
• End to end user journey mapping and MVP definition.
• Instigated a test and learn approach to design.
• Design team optimisation and tools.
• Qualitative research
• Employee and market by market stakeholder interviews to define
proposition and localisation gaps.
![Stephen Aris
Transforming Business
With:
User Experience
Service Design
Research
stephenaris.com
+44 [0] 7976 282618
Skype: stevearis](https://image.slidesharecdn.com/portfolioreducedmarch19-190329142416/85/StephenAris_examples-1-320.jpg)
