This is the workshop presentation from WebVisions BCN 2014 presented by Tim Loo, Strategy Director at Foolproof.
In an increasingly complex and digitally centric world, consumers are quickly evolving their thinking and behaviour. Many organisations are struggling to keep up, often failing to coherently live up to their brand and service promises. In this workshop, we’ll explore the role of the experience strategist creating wider business change, and the challenges and opportunities for the strategist in “redesigning” organisational attitudes and thinking around the customer.
Digital Shoreditch 2015: When business culture kills experience designTim Loo
As experience designers, we've all been there. The business brief to improve the customer experience is clear. The insight from the customer and the business points to obvious opportunities. As a team weve designed innovative solutions creating a win/win for the organisation and their customers. And then, like a patient rejecting the life saving transplant, the solution doesn't take. Or worse they do nothing. What do you do when the business culture is the biggest barrier?
UXPA UK April Event: UX Strategy
Sponsored by Futureheads
Date and venue: 16 April 2015, The Telegraph, 111 Buckingham Palace Road, SW1W 0DT
This presentation covers foundation questions for UX strategy:
- Why UX strategy? What problem does it seek to solve?
What is the relationship between UX strategy and business strategy, product strategy?
- Are there new skills and techniques required to develop UX strategy?
- Why should UX professionals make great strategists?
Why UX professionals often fail at strategy and strategic influence?
Tim is a Partner at Foolproof, one of Europe’s largest experience design companies. He leads Foolproof’s Strategy & Planning practice, developing and deploying their experience strategy framework, methodologies and expertise across a range of global clients. He is speaking at UX STRAT in Amsterdam, June 2015.
What is Experience Strategy? by Tim Loo for DesignSingapore CouncilTim Loo
On the 26 August 2014, Tim Loo, Strategy Director at Foolproof, presented "What is Experience Strategy?" at special event organised by DesignSingapore Council and hosted at the National Design Centre, Singapore. This is a shareable version on that presentation.
When Business Culture kills Experience Design - Tim Loo - WebVisions BCN 2014Tim Loo
Tim Loo's presentation at WebVisions Barcelona 2014.
As experience designers, we’ve all been there. The business brief to improve the customer experience is clear. The insight from the customer and the business points to obvious opportunities. As a team we’ve designed innovative solutions creating a win/win for the organisation and their customers.
And then, like a patient rejecting the life saving transplant from an organ donor, the solution doesn’t take. Or worse they do nothing. In most cases, it’s not the design but the culture of the organisation that is the barrier to step change improvement.
So how do you redesign and “heal” the culture of an organization to better deliver customer experience design?
UX STRAT 2016 - Turning CX Strategy to CX Reality at ShellTim Loo
Shell's Commercial Fleet business serves and supports millions of business customers around the globe with fuel cards, fleet products and services across its fuels retail network - the world's largest.
Sarah Oey, Shell and Tim Loo, Strategy Director at Foolproof, will share their experience in creating the global customer experience strategy at Shell Commercial Fleet and the ongoing challenges, breakthroughs and pitfalls of making that strategy a valuable customer reality at one of the world's biggest companies.
Digital Shoreditch 2015: When business culture kills experience designTim Loo
As experience designers, we've all been there. The business brief to improve the customer experience is clear. The insight from the customer and the business points to obvious opportunities. As a team weve designed innovative solutions creating a win/win for the organisation and their customers. And then, like a patient rejecting the life saving transplant, the solution doesn't take. Or worse they do nothing. What do you do when the business culture is the biggest barrier?
UXPA UK April Event: UX Strategy
Sponsored by Futureheads
Date and venue: 16 April 2015, The Telegraph, 111 Buckingham Palace Road, SW1W 0DT
This presentation covers foundation questions for UX strategy:
- Why UX strategy? What problem does it seek to solve?
What is the relationship between UX strategy and business strategy, product strategy?
- Are there new skills and techniques required to develop UX strategy?
- Why should UX professionals make great strategists?
Why UX professionals often fail at strategy and strategic influence?
Tim is a Partner at Foolproof, one of Europe’s largest experience design companies. He leads Foolproof’s Strategy & Planning practice, developing and deploying their experience strategy framework, methodologies and expertise across a range of global clients. He is speaking at UX STRAT in Amsterdam, June 2015.
What is Experience Strategy? by Tim Loo for DesignSingapore CouncilTim Loo
On the 26 August 2014, Tim Loo, Strategy Director at Foolproof, presented "What is Experience Strategy?" at special event organised by DesignSingapore Council and hosted at the National Design Centre, Singapore. This is a shareable version on that presentation.
When Business Culture kills Experience Design - Tim Loo - WebVisions BCN 2014Tim Loo
Tim Loo's presentation at WebVisions Barcelona 2014.
As experience designers, we’ve all been there. The business brief to improve the customer experience is clear. The insight from the customer and the business points to obvious opportunities. As a team we’ve designed innovative solutions creating a win/win for the organisation and their customers.
And then, like a patient rejecting the life saving transplant from an organ donor, the solution doesn’t take. Or worse they do nothing. In most cases, it’s not the design but the culture of the organisation that is the barrier to step change improvement.
So how do you redesign and “heal” the culture of an organization to better deliver customer experience design?
UX STRAT 2016 - Turning CX Strategy to CX Reality at ShellTim Loo
Shell's Commercial Fleet business serves and supports millions of business customers around the globe with fuel cards, fleet products and services across its fuels retail network - the world's largest.
Sarah Oey, Shell and Tim Loo, Strategy Director at Foolproof, will share their experience in creating the global customer experience strategy at Shell Commercial Fleet and the ongoing challenges, breakthroughs and pitfalls of making that strategy a valuable customer reality at one of the world's biggest companies.
UX STRAT Europe 2015 - UX Strategy: today and tomorrowTim Loo
It's been an exciting time for UX professionals working in the area of experience strategy. Increasing demand for experience design thinking at the top level and overarching vision at organizational level has propelled our emerging discipline into the forefront.
So where has this all gotten us to? How successful have we been in getting our strategies to deliver real change to the plans and cultural behaviours of organisations and better outcomes for their customers. And where do we turn to for the wider skills and inspiration to lead user centered change. What is the future for the UX strategist?
The Four Steps to Digital Transformation - PRWD Founder & CEO Paul RoukePRWD
At Integrated Live 2016 PRWD Founder & CEO presented the Four steps to digital transformation. Paul has worked in digital transformation since his 1st role in the digital industry in 1999, were he became the 1st web designer at Shop Direct, now a multi-billion UK retailer. In this presentation Paul shares client stories in digital transformation from brands Schuh, Skyscanner, Moss Bros, AO.com and Wilko
UX STRAT Europe 2018: Dr. Giulia Calabretta, Delft University of TechnologyUX STRAT
UX STRAT Europe 2018 presentation slides by Dr. Giulia Calabretta of the Delft University of Technology, "Strategic Design Practices for Enterprise Innovation"
Find out how to develop a balance between UX design and business objectives to ultimately create websites that are a pleasure to use but are also profitable.
From in-depth user research to persuasion and psychology, PRWD's Senior UX Designer Phil and Senior Optimisation Strategist Emma provide insight into their successful methodology with real life case studies and actionable takeaways to help you optimise your design processes.
Lauren Fritsch's slides from CELEBRATE 2015, Tech.co's annual conference and startup competition.
This workshop covers the basics of Customer Experience and provides a framework for crafting emotional, sticky CX that drives conversion online and off, higher lifetime value of customers and word of mouth referrals.
What is Lean UX? No really. I’ve read some stuff about it and it’s great in theory but I’m finding it hard to implement.
In a practical talk about how to apply the methodology, JD and JC will show you the tools and give you the inside story on how they’re using Lean UX in Westpac to kick goals. How do they test? How do they learn? How do they get the rest of the business to buy into their approach?
Conversion Optimisation - Create The Foundations For Your Growth & SuccessPRWD
At Gpec Summit 2016, the most important e-commerce event in Central and Eastern Europe, Paul Rouke delivered a keynote presentation explaining what are the four foundational pillars that every business needs to understand and develop. They are foundations which the worlds leading brands have established, including Booking.com, Amazon and ASOS.
Why is all this important? If businesses want to truly succeed in becoming customer centric and using conversion optimisation to grow their business and take market share, it simply will not happen without the right foundations in place.
The Agile Sprint is an approach to creating and improving user experience and product design, placing the business, technology and (especially) the user in the spotlight.
This is your guide to running successful Agile Sprints in your organization through exploring the What, Why & How of the Agile approach.
Planning Your Conversion Optimisation for 2017 PRWD
Planned your CRO strategy for 2017 yet?
In this presentation Paul Rouke (CEO and Founder, PRWD) and Sushant Sharma (Marketing Manager, VWO) share what are the essential elements for successful CRO and business growth in the new year.
Conversion Optimisation - Stories from the Front Line - Paul Rouke from PRWD ...PRWD
Paul Rouke shares insights on the different cultures that exist within organisations that PRWD work with on their conversion optimisation programme, and shares what it takes to become a top conversion optimiser.
Paul then talks through the hypotheses, results and learnings from 13 A/B tests that PRWD have run for clients, including radical homepage redesigns, form redesigns, sitewide proposition test, pop-up tests and button wording tests
Customer Discovery is a way for Startups or Product Managers to understand and validate 2 important factors: The Problem and the Solution. We explore what the product owner or entrepreneur needs to understand in order to make the right questions and use the best data channels to achieve Customer Development
UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & RoadmappingTim Loo
This presentation is a shareable version of my workshop presentation from UX STRAT 2014, Boulder, Colorado.
In this workshop, we discussed the purpose of vision and roadmap in the experience strategy and the importance of working together with both business stakeholders and customers in the planning process. We covered practical definitions, skills and techniques:
- What is an experience vision?
- What are the ingredients for a great experience visions?
- Running visioning workshops with stakeholders
- Communicating experience vision through storytelling
- What is an experience roadmap?
- Creating a delivery roadmap
UX STRAT Europe 2015 - UX Strategy: today and tomorrowTim Loo
It's been an exciting time for UX professionals working in the area of experience strategy. Increasing demand for experience design thinking at the top level and overarching vision at organizational level has propelled our emerging discipline into the forefront.
So where has this all gotten us to? How successful have we been in getting our strategies to deliver real change to the plans and cultural behaviours of organisations and better outcomes for their customers. And where do we turn to for the wider skills and inspiration to lead user centered change. What is the future for the UX strategist?
The Four Steps to Digital Transformation - PRWD Founder & CEO Paul RoukePRWD
At Integrated Live 2016 PRWD Founder & CEO presented the Four steps to digital transformation. Paul has worked in digital transformation since his 1st role in the digital industry in 1999, were he became the 1st web designer at Shop Direct, now a multi-billion UK retailer. In this presentation Paul shares client stories in digital transformation from brands Schuh, Skyscanner, Moss Bros, AO.com and Wilko
UX STRAT Europe 2018: Dr. Giulia Calabretta, Delft University of TechnologyUX STRAT
UX STRAT Europe 2018 presentation slides by Dr. Giulia Calabretta of the Delft University of Technology, "Strategic Design Practices for Enterprise Innovation"
Find out how to develop a balance between UX design and business objectives to ultimately create websites that are a pleasure to use but are also profitable.
From in-depth user research to persuasion and psychology, PRWD's Senior UX Designer Phil and Senior Optimisation Strategist Emma provide insight into their successful methodology with real life case studies and actionable takeaways to help you optimise your design processes.
Lauren Fritsch's slides from CELEBRATE 2015, Tech.co's annual conference and startup competition.
This workshop covers the basics of Customer Experience and provides a framework for crafting emotional, sticky CX that drives conversion online and off, higher lifetime value of customers and word of mouth referrals.
What is Lean UX? No really. I’ve read some stuff about it and it’s great in theory but I’m finding it hard to implement.
In a practical talk about how to apply the methodology, JD and JC will show you the tools and give you the inside story on how they’re using Lean UX in Westpac to kick goals. How do they test? How do they learn? How do they get the rest of the business to buy into their approach?
Conversion Optimisation - Create The Foundations For Your Growth & SuccessPRWD
At Gpec Summit 2016, the most important e-commerce event in Central and Eastern Europe, Paul Rouke delivered a keynote presentation explaining what are the four foundational pillars that every business needs to understand and develop. They are foundations which the worlds leading brands have established, including Booking.com, Amazon and ASOS.
Why is all this important? If businesses want to truly succeed in becoming customer centric and using conversion optimisation to grow their business and take market share, it simply will not happen without the right foundations in place.
The Agile Sprint is an approach to creating and improving user experience and product design, placing the business, technology and (especially) the user in the spotlight.
This is your guide to running successful Agile Sprints in your organization through exploring the What, Why & How of the Agile approach.
Planning Your Conversion Optimisation for 2017 PRWD
Planned your CRO strategy for 2017 yet?
In this presentation Paul Rouke (CEO and Founder, PRWD) and Sushant Sharma (Marketing Manager, VWO) share what are the essential elements for successful CRO and business growth in the new year.
Conversion Optimisation - Stories from the Front Line - Paul Rouke from PRWD ...PRWD
Paul Rouke shares insights on the different cultures that exist within organisations that PRWD work with on their conversion optimisation programme, and shares what it takes to become a top conversion optimiser.
Paul then talks through the hypotheses, results and learnings from 13 A/B tests that PRWD have run for clients, including radical homepage redesigns, form redesigns, sitewide proposition test, pop-up tests and button wording tests
Customer Discovery is a way for Startups or Product Managers to understand and validate 2 important factors: The Problem and the Solution. We explore what the product owner or entrepreneur needs to understand in order to make the right questions and use the best data channels to achieve Customer Development
UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & RoadmappingTim Loo
This presentation is a shareable version of my workshop presentation from UX STRAT 2014, Boulder, Colorado.
In this workshop, we discussed the purpose of vision and roadmap in the experience strategy and the importance of working together with both business stakeholders and customers in the planning process. We covered practical definitions, skills and techniques:
- What is an experience vision?
- What are the ingredients for a great experience visions?
- Running visioning workshops with stakeholders
- Communicating experience vision through storytelling
- What is an experience roadmap?
- Creating a delivery roadmap
M-consumers: Ethnographic research with UK mobile consumersTim Loo
mConsumers: Behaviours and expectations of consumers in the age of mobile
- New types of shopping behaviours and new types of customers.
- How successful retailers are driving innovation and getting results in mobile.
- What’s your mobile strategy? The key questions you need to answer.
Strategy is a holistic look at product, brand, engineering and design. Carving up unique silos of strategy practice reduces collaboration, increases process bloat and results in slower time to market. This talk describes why identifying a separate user experience strategy falls into this trap and what can be done about it.
Whether working client or agency side, all UX practitioners will have their share of project stories – good, bad and ugly. It’s normal to spend more time sharing stories of success and to quickly move past the often painful and unrewarding experiences of having great advice fail to engage and direct change.
It is easy to blame an organisation’s failure to do the right thing on the organisation but if UX practitioners genuinely want to be agents for change we must be doing what it takes to make change happen. We may require new skills, techniques, attitudes and ways of engaging to increase the impact of our work.
In our January event, we’re looking to share and learn through a workshop format – participants will be expected to share their experience and views which we’ll discuss and collate.
Tim Loo, Jason Mesut and Markus Smet will facilitate and share their expertise & perspectives from the frontline of working with some of the world’s leading companies in creating user centred business change.
Experience strategy with UX designer as protagonistAnthony Colfelt
From www.johnnyholland.org "Colfelt gave a number of memorable metaphors for UX design in his presentation, backed up with his work at UX consultancy Different. Beginning with the solar system of UX (currently tech is the sun, circled by the business, which is circled by customer experience), he suggested that to counter this and allow user experience happen earlier in the project management process, UX designers should be like the ultimate protagonist – Arnold Schwartzenegger.
His key takeaways were that experience research should be like a shield (no holes, scientifically implemented) as it could then be used to avoid costly mistakes downstream."
The Prairie Initiative is a family of projects that aim to make Drupal.org a more supportive environment for people who are new to the community and a more productive environment for our contributors.
Presentation about selling UX to coders at NordiCHI2014
Maarit Laanti 28.10.2014
NordiCHI2014 is the 8th Nordic Conference on Human-Computer Interaction
Maarit Laanti
UX strategy lacks strategy, it is usually just a glorified waterfall process, even agile processes are just incremental waterfall. This presentation tells the current state of UX strategy in pictures while it outlines a real UX Strategy in words.
People Over Pixels: Meaningful UX That ScalesCliff Seal
Why does a user's experience matter—not just to an organization, but in a broader sense? And, if we can find a deeper meaning in designing for others, how can that help us achieve business goals?
Design is finally getting some attention in tech, and we ought to realize the importance of that opportunity and capitalize on it for the good of everyone. You might be surprised at how a focus on helping people actually results in the metrics that everyone cares about, like user happiness and team efficiency—and I'll back it up with statistics you can take back with you.
So join us as we talk about the foundation of great UX and how to scale our methods (no matter what size your organization is). Simply doing more of the same ol' stuff won't cut it, so we'll discuss how subtle shifts in thinking can help us continually improve our work for the benefit of everyone it touches.
BizPower training programs 2014 for business owners, managers, staff & indivi...BizPower
Business Workshops and Training to help owners, managers and staff. Topics include Assertiveness, Customer Service, Time Management, How to Improve Business Cash-flow, Performance Management, Coaching, Goal Setting & Goal Achievement, How to interview and select the right staff, negotiating, team building and Systemising your business. Workshops are delivered in Sydney, Melbourne, Perth, Adelaide, Canberra, Brisbane, Cairns, Darwin, Jakarta, Singapore & Malaysia.
Do you suspect problems with your customer experience because usage has dropped? Have you heard from customers that your processes aren't user-friendly, consistent, or reliable? Use a market research technique called Customer Experience Mapping to help you understand how your customers interact with your processes.
The webinar is presented by Kathryn Stevens, Client Services Director at Hansa GCR. It covers:
- Process understanding and process preference
- Rational and emotional reactions to customer experience
- The infrastructure, process, and outcomes of the Experience Mapping approach
The Experience Mapping webinar/PPT also includes a detailed case study example using this method. Watch and learn how to unlock the gateway to your customer mindset.
Don't miss our next free webinar. Register here: http://hub.am/XwTIKo
www.HansaMarketing.com
@Hansa_Tweets
Paul Rouke 2019 Number 1 Recommendation - Start Speaking 1-1 With Your CustomersPRWD
In this 3 minute talk PRWD Founder and CEO Paul Rouke shares his number 1 recommendation in Digital Marketing in 2019. This was shared on the livestream hosted by Digital Marketing Radio.
UCD14 Keynote: Jonathan Lovatt-Young - 7 Steps for Creating Differentiated Ex...UCD UK Ltd
7 Steps for Creating Differentiated Experiences
For some reason nearly all projects with UX involvement have experience principles as a deliverable in the Statement of Work. On first glance, these values can look rather made up, no traceability, little reflection of the brand or where the future lies. So what are they and who are they for? I've certainly seen a fair whack of projects where, in all honesty, they've been two weeks waste of time coming up with a bunch of words and ‘best practice’ examples of them – ultimately with zero resemblance to the final product.
This session will cover:
1. What experience principles really are
2. How to find and use brand values
3. Writing how they manifest these value in digital touchpoints
4. Knowing how they may change for differing customer groups
5. Creating workshops for executives for input
6. Documenting for sharing
7. Using for future idea generation and critique of work in progress
With a template to work through during the talk, all participants will leave with a good understanding of what experience principles are and how to create them collaborating with senior clients.
Outside In - Innovation and Insights Consultancy CredentialsMat Shore
At outside InTM we believe passionately that you can teach the core language and skills of disciplined insight and value proposition creation to commercial teams and R&D folks alike. Glowing testimonials from a roster of global clients suggest that we are able to build competency in even the most complex markets and organisations.
Unlike other training consultancies we don’t teach anything else but value proposition creation,so we are the experts. Watch our video to find out exactly what we cover.
https://www.youtube.com/watch?v=WVcBcwnO1cQ
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https://qidiantiku.com/solution-manual-for-modern-database-management-12th-global-edition-by-hoffer.shtml
name:Solution manual for Modern Database Management 12th Global Edition by Hoffer
Edition:12th Global Edition
author:by Hoffer
ISBN:ISBN 10: 0133544613 / ISBN 13: 9780133544619
type:solution manual
format:word/zip
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2. The Chatham House Rule
When a meeting, or part thereof, is held under the Chatham
House Rule, participants are free to use the information
received, but neither the identity nor the affiliation of the
speaker(s), nor that of any other participant, may be revealed.
11. @timothyloo
User experience strategy
A long-term vision, roadmap and
KPIs to align every customer
touch-point with your brand
position & business strategy
32. Overwhelmed
By the
amount of
things to
learn about
Protected
By the obvious
security
measures
The anatomy of a pain-point
32
Woee
About
hidden fees
A meaningful pain-point describes:
§ The emotion someone would feel
§ What causes that emotion
40. Experience design principles describe the
quality of the user experience of a product
or a service
They provide direction and intent for how
we want customers to feel about the
experience
What are experience design principles?
41. Experience design principles should
be aspirational and inspiring
They are stretch targets and measures
for transforming your business and the
customer experience
What are experience design principles?
42. CUSTOMER
EXPERIENCE
INSIGHT
BRAND
ASSETS &
VALUES
GOOD DESIGN
PRINCIPLES
1. Based on customer
insight
2. Short & memorable
3. Cross-feature
4. Specific
5. Non-conflicting
6. Measurable
What is the current
experience of our customers?
§ What do they like?
§ What are their
frustrations and pain-
points?
§ What can we learn from
our competitors?
§ Have they been
delighted before by
similar services/
offerings? How? Why?
What are our brand values?
§ How do we want the
experience to be an
expression of these?
§ What are our differentiating
assets and capabiliities
Good experience design principles
43. 4
Exper6se
on
tap
§ When
I
need
advice
or
technical
help
I
know
where
to
go
§ I
can
always
access
the
right
informa2on
when
I
need
it
Design
principles
46. @timothyloo
Create new future stories for
customers showing outcomes (not
outputs or specific features) based
on the design principles
47. “I’ve got options for how I want to place my order. It’s
the same whether I do this online or on the phone.”1
48. “I like that I can quickly place an order for the products I frequently buy.
Everything I need to know about the products is at my fingertips.”
2
“It’s really clear to me what products are available and
when I’m realistically going to get them.”
3
49. “When a product isn’t available, I know they will inform me as soon
as they know. They will use their expertise to suggest a suitable
alternative product and support me in reaching a decision with my
colleagues so that our business keeps running.”
4
50. “If we can’t find an alternative, I can add the product to my ‘wish list’ and
know that I’ll find out when it’s next available and I can continue with the
rest of my order.”
5
51. “Placing the order is as simple as on Amazon.”6
“I know I’ve placed my order correctly because I receive
an immediate order confirmation that I can check and
send to others within my business.”
7
52. “I receive confirmation that my delivery is on its way. I can quickly see if
anything is missing with details of when it will follow. Knowing when to
expect the delivery, helps me plan to receive it.”
8