As presented at the Retail Loyalty Congress 2016 in Toronto:
Mapping motivations to create relevant experiences.
You can measure everything your shoppers do, but how can you use what drives them to create a better experience? How to use small data to unlock the full potential of big data?
Please join Anna Witteman (Head of UX Lab) and Hans Ruitenberg (Associate Creative Director) in this session from IceMobile. Illustrated by best practice case studies, they will present a framework for data driven storytelling that can help you make sense of your big data, find out what drives your shoppers, and move from insight to action.
Working While Pregnant: 7 Most Pressing Questions Answeredlawsuitlegal
In this data snapshot - 3rd in our series exploring workplace pregnancy rights issues - we reveal the 7 most common questions working women ask about their rights when pregnant on the job.
If you love your work and are considering having a baby, this Question & Answer brief is for YOU.
Your rights and how the employment protections apply are answered for the following:
1. How to determine FMLA eligibility for maternity leave?
2. How does sick leave taken during the last year affect eligibility?
3. When is it unlawful for your employer to deny you pregnancy related medical leave?
4. What accommodations and job assignment adjustments are you entitled due to your condition?
5. What happens if you can't work at all?
6. What happens to your job if you take extended leave?
7. What can you do if your employer doesn't violates your rights in some way?
For answers to these questions, take a few moments to view the presentation.
Hopefully this helps you have a better understanding of your rights at work if you become pregnant - and puts your mind at ease as to what you can count on at your job.
We hope you enjoy this presentation. If you found it helpful, please don't forget to like or share it to help ensure other mothers know their rights.
Este boletín informativo describe varios eventos culturales que tendrán lugar en Zaragoza del 9 al 15 de agosto. Incluye un festival de performances en el Centro de Historia y varios escenarios del Casco Histórico el 14 de agosto, una visita teatralizada sobre la historia jacobea de Zaragoza el 8 de agosto en la Plaza del Pilar, y una exhibición de artistas locales todos los domingos en las plazas de Santa Cruz y Ariño. También incluye los horarios de apertura de sitios religiosos e históric
John Jersin, LinkedIn
Candidates are signaling their interest in new opportunities every day - and Recruiter can help you leverage these insights to recruit the right person faster. Join LinkedIn product leader John Jersin for a look at what makes the next generation of Recruiter such a powerful jumping-off point for the future of proactive recruiting, and get a sneak peek at where the product is headed next.
Session highlights:
Ways that talent professionals are using the next generation of Recruiter to save 30% more time when searching for candidates.
New data-driven techniques that can guide your search - and don’t require Boolean.
Learn how can you uncover qualified applicants who are open to hearing from you.
Leverage your ATS and other Talent Solutions products more effectively in Recruiter.
Check out the best of Talent Connect: http://bit.ly/2e5ojNe
Working While Pregnant: 7 Most Pressing Questions Answeredlawsuitlegal
In this data snapshot - 3rd in our series exploring workplace pregnancy rights issues - we reveal the 7 most common questions working women ask about their rights when pregnant on the job.
If you love your work and are considering having a baby, this Question & Answer brief is for YOU.
Your rights and how the employment protections apply are answered for the following:
1. How to determine FMLA eligibility for maternity leave?
2. How does sick leave taken during the last year affect eligibility?
3. When is it unlawful for your employer to deny you pregnancy related medical leave?
4. What accommodations and job assignment adjustments are you entitled due to your condition?
5. What happens if you can't work at all?
6. What happens to your job if you take extended leave?
7. What can you do if your employer doesn't violates your rights in some way?
For answers to these questions, take a few moments to view the presentation.
Hopefully this helps you have a better understanding of your rights at work if you become pregnant - and puts your mind at ease as to what you can count on at your job.
We hope you enjoy this presentation. If you found it helpful, please don't forget to like or share it to help ensure other mothers know their rights.
Este boletín informativo describe varios eventos culturales que tendrán lugar en Zaragoza del 9 al 15 de agosto. Incluye un festival de performances en el Centro de Historia y varios escenarios del Casco Histórico el 14 de agosto, una visita teatralizada sobre la historia jacobea de Zaragoza el 8 de agosto en la Plaza del Pilar, y una exhibición de artistas locales todos los domingos en las plazas de Santa Cruz y Ariño. También incluye los horarios de apertura de sitios religiosos e históric
John Jersin, LinkedIn
Candidates are signaling their interest in new opportunities every day - and Recruiter can help you leverage these insights to recruit the right person faster. Join LinkedIn product leader John Jersin for a look at what makes the next generation of Recruiter such a powerful jumping-off point for the future of proactive recruiting, and get a sneak peek at where the product is headed next.
Session highlights:
Ways that talent professionals are using the next generation of Recruiter to save 30% more time when searching for candidates.
New data-driven techniques that can guide your search - and don’t require Boolean.
Learn how can you uncover qualified applicants who are open to hearing from you.
Leverage your ATS and other Talent Solutions products more effectively in Recruiter.
Check out the best of Talent Connect: http://bit.ly/2e5ojNe
Leveraging Social Media Optimization for Online MarketingTom Walls
Lunacy Media presentation describing the opportunity that is presented to online marketers by leverage Social media to help promote their message to their audience.
The document discusses the concept of "wicked problems" and their prevalence in user experience design. It provides examples of wicked problems such as designing interfaces for alien beings and mentions how user experience design involves tackling complex problems with no clear solutions. The document also discusses pioneers in the study of wicked problems like Horst Rittel and Melvin Webber.
Persentase rumah tangga yang memiliki jamban sehat di 5 kota/kabupaten di Jawa Barat pada tahun 2012 sebagian besar di atas 50% kecuali untuk Kabupaten Bogor dan Kabupaten Cianjur yang masih di bawah 10%.
Natural Beauty encourages appreciating beauty in many forms found in nature, culture, people, actions, and experiences. The document suggests beauty can be found anywhere from places and objects to gatherings, food, smells, and internal qualities like solace or pride. It advocates embracing natural beauty through simple self-care like smiling, praying, random acts of kindness, and learning from travel and other people to cultivate curiosity. The overall message is that beauty is all around if we open our eyes to see it.
This document provides a quarterly report on the state of the internet during Q4 2008. It summarizes key findings regarding security threats including:
1) Attack traffic originated from 193 countries, led by the US and China accounting for over 42% of traffic. The top 10 countries made up nearly 72% of traffic.
2) Attacks targeted over 20,000 ports, led by Port 445 (Microsoft-DS) with 22.96% of traffic. Port 80 (WWW) rose to the #2 spot, likely due to SQL injection scans.
3) Notable security events included exploits of SSL vulnerabilities and widespread web site hacks and exploits throughout the quarter.
Gameday Sky is a weather app for sports fans and fantasy sports players to track hourly forecasts for MLB, NFL, and NCAA football games and plan rosters, fantasy strategies, or tailgating trips. It allows custom weather watches and notifications. Click Edu improves parent-teacher communication through a school-connected platform where parents can check class schedules and materials. Sidly Care monitors patient health data like temperature and pulse through a connected band and notifies doctors of emergencies or falls. Project U enables remote participation in classes through interactive video lectures and sharing of educational materials and homework.
10 Monsters from a Content Marketer’s Nightmare: A Halloween SlideSCAREUberflip
There are some frightening content marketing facts out there. Some of them, you might say, are "monstrous". We hope this SlideSCARE doesn't give you nightmares.
Chris Grayson discusses the importance of industrial design and product styling for wearable technology. He analyzes past failures like the MicroVision Nomad headset that mechanics refused to wear due to its unattractive design. In contrast, the Golden-i headset had better styling by wrapping electronics around the back of the head. Grayson also critiques Google Glass for not fully integrating its technology into fashionable frames. For wearables to succeed in the consumer market, the technology and fashion industries must collaborate more closely on industrial design.
Startup basics and hacks.
With excerpts from the upcoming book:
Accelerated Startup - The New Business School
Available for preorder: www.golomb.net/book
No Time Like the Present: Optimize Your Twitter Process for #isum13Erica McGillivray
As you expand to new social networks, it's important to be able to balance your workload. Erica McGillivray, Social Community Manager at Moz, will show you how to use tools like Followerwonk, IFTTT, Buffer, Feedly, and more in way to get more output from your Twitter efforts.
She will explain how to:
- Find your targeted audience and track influencers
- Speed up your content discovery for sharing
- Join in conversations in a meaningful manner
- Set up testing to measure your efforts
- Track your success, both engagement and account growth
"Perspective-Based Learning Through Role-Playing Curriculum Design" by Sherry...Sherry Jones
Aug. 3, 2016 - This presentation was featured during the Colorado Teaching and Learning with Technology Conference (COLTT 2016). The presentation showcased my method of designing an entire college course curriculum using the role-playing design approach. A case study and examples are offered.
eTapestry Product Roadmap - eTapestry User Group 2013Blackbaud
The document provides an agenda for an eTapestry user group meeting on November 14, 2013 in Indianapolis. It includes times for welcome, breaks, breakout sessions, lunch, and prizes. It introduces Mike Rusche as the eTapestry product manager. It encourages attendees to tweet about the sessions using specified hashtags.
Journey Mapping for Damn Good Digital Design - Digital Summit Dallas 2015Rebekah Baggs
Designing mobile and responsive experiences that delight our users and meet our organizational objectives isn’t easy, but it’s not impossible. User journeys can help.
Understanding our users context is critical to the success of every app or responsive website. But more often than not, we jump right into discussing functionality and technical requirements without ever stopping to considering who our users are and what they need. While many of us seek out shiny new tools to prototype products, mapping the users’s journey is still the most reliable tool we can use to understand context and design mobile experiences that matter.
This document provides information and guidance for organizations on fundraising strategies and solutions. It discusses that most people dislike fundraising activities that involve selling products or directly asking for donations. It then introduces SMSnet as a no-selling mobile funding solution. The document goes on to provide tips and considerations for organizations in making fundraising decisions, including developing a wish list, setting goals, timing, and planning strategies. It also discusses and compares different types of popular fundraising programs and product sales.
A Stranger Comes to Town: How Mobile is Influencing ShoppingMolly Garris
Presented at GlobalShop conference in Jan 2012 with Bryan Gailey. I'm a Digital Strategy Director at Leo Burnett and collaborated with Marie Roche and Cliff Beringer on this.
How to Start and Run Your First $100,000 Fundraising CampaignBloomerang
If you’re like most people working with a small nonprofit, raising a big chunk of money for a special project, program, or piece of equipment can be a daunting challenge. You may be puzzled about where to start or how to do it. You’re probably scratching your head over who to approach and how to do it. And you’re probably wondering what to say to get someone to make a large donation to your organization. Join us for this webinar to learn exactly what to do to create and run your first really big fundraising campaign. You’ll learn how to plan the campaign, the tools and materials you’ll need, and how to find the best people to ask for a gift. You’ll leave feeling hopeful and more confident about raising big money.
The document discusses three crowdfunding projects - a failed van life app, a successful mosquito repellent product, and reasons for their outcomes. The van life app raised little money due to unclear goals, lack of visuals, and single backer. The mosquito repellent exceeded its goal with rewards, professional video, and EPA-approved working product. Key to success was clear purpose, visuals, team experience, and rewards enticing donors.
UniqueGift conducted customer interviews to understand needs for an online service that helps travelers choose unique gifts from different countries. Interview responses showed that travelers want information on must-visit places, local vendors, gift ratings and reviews to feel confident in their selections. Local vendors could benefit from increased sales by reaching more potential international customers. The interviews revealed features to improve like detailed product information, statistics for vendors, and ensuring selections are truly unique to each country.
The document discusses understanding stakeholders and users of a nonprofit organization that sells cookies annually as its main fundraiser. Revenues for the nonprofit are declining and costs are rising. Personas were created for key stakeholders: a cookie seller, customer, and local group leader. Their goals and characteristics are described. Empathy maps and customer journey maps were presented as tools to better understand stakeholders and identify pain points to improve the user experience.
Mobile Gamification - How The Best Apps Nailed It (Waze, Duolingo, Tinder, Sn...Mozza
Mozza has analyzed the way 12 of the most successful mobile applications used gamification to generate growth - for activation, retention, monetization and virality.
Discover more growth recipes on http://mozza.io
We talk about: Waze, Duolingo, Tinder, Snapchat, Foursquare, Zenly, Tribe, LinkedIn, Houseparty, Freeletics, Sounds and Starbucks.
Leveraging Social Media Optimization for Online MarketingTom Walls
Lunacy Media presentation describing the opportunity that is presented to online marketers by leverage Social media to help promote their message to their audience.
The document discusses the concept of "wicked problems" and their prevalence in user experience design. It provides examples of wicked problems such as designing interfaces for alien beings and mentions how user experience design involves tackling complex problems with no clear solutions. The document also discusses pioneers in the study of wicked problems like Horst Rittel and Melvin Webber.
Persentase rumah tangga yang memiliki jamban sehat di 5 kota/kabupaten di Jawa Barat pada tahun 2012 sebagian besar di atas 50% kecuali untuk Kabupaten Bogor dan Kabupaten Cianjur yang masih di bawah 10%.
Natural Beauty encourages appreciating beauty in many forms found in nature, culture, people, actions, and experiences. The document suggests beauty can be found anywhere from places and objects to gatherings, food, smells, and internal qualities like solace or pride. It advocates embracing natural beauty through simple self-care like smiling, praying, random acts of kindness, and learning from travel and other people to cultivate curiosity. The overall message is that beauty is all around if we open our eyes to see it.
This document provides a quarterly report on the state of the internet during Q4 2008. It summarizes key findings regarding security threats including:
1) Attack traffic originated from 193 countries, led by the US and China accounting for over 42% of traffic. The top 10 countries made up nearly 72% of traffic.
2) Attacks targeted over 20,000 ports, led by Port 445 (Microsoft-DS) with 22.96% of traffic. Port 80 (WWW) rose to the #2 spot, likely due to SQL injection scans.
3) Notable security events included exploits of SSL vulnerabilities and widespread web site hacks and exploits throughout the quarter.
Gameday Sky is a weather app for sports fans and fantasy sports players to track hourly forecasts for MLB, NFL, and NCAA football games and plan rosters, fantasy strategies, or tailgating trips. It allows custom weather watches and notifications. Click Edu improves parent-teacher communication through a school-connected platform where parents can check class schedules and materials. Sidly Care monitors patient health data like temperature and pulse through a connected band and notifies doctors of emergencies or falls. Project U enables remote participation in classes through interactive video lectures and sharing of educational materials and homework.
10 Monsters from a Content Marketer’s Nightmare: A Halloween SlideSCAREUberflip
There are some frightening content marketing facts out there. Some of them, you might say, are "monstrous". We hope this SlideSCARE doesn't give you nightmares.
Chris Grayson discusses the importance of industrial design and product styling for wearable technology. He analyzes past failures like the MicroVision Nomad headset that mechanics refused to wear due to its unattractive design. In contrast, the Golden-i headset had better styling by wrapping electronics around the back of the head. Grayson also critiques Google Glass for not fully integrating its technology into fashionable frames. For wearables to succeed in the consumer market, the technology and fashion industries must collaborate more closely on industrial design.
Startup basics and hacks.
With excerpts from the upcoming book:
Accelerated Startup - The New Business School
Available for preorder: www.golomb.net/book
No Time Like the Present: Optimize Your Twitter Process for #isum13Erica McGillivray
As you expand to new social networks, it's important to be able to balance your workload. Erica McGillivray, Social Community Manager at Moz, will show you how to use tools like Followerwonk, IFTTT, Buffer, Feedly, and more in way to get more output from your Twitter efforts.
She will explain how to:
- Find your targeted audience and track influencers
- Speed up your content discovery for sharing
- Join in conversations in a meaningful manner
- Set up testing to measure your efforts
- Track your success, both engagement and account growth
"Perspective-Based Learning Through Role-Playing Curriculum Design" by Sherry...Sherry Jones
Aug. 3, 2016 - This presentation was featured during the Colorado Teaching and Learning with Technology Conference (COLTT 2016). The presentation showcased my method of designing an entire college course curriculum using the role-playing design approach. A case study and examples are offered.
eTapestry Product Roadmap - eTapestry User Group 2013Blackbaud
The document provides an agenda for an eTapestry user group meeting on November 14, 2013 in Indianapolis. It includes times for welcome, breaks, breakout sessions, lunch, and prizes. It introduces Mike Rusche as the eTapestry product manager. It encourages attendees to tweet about the sessions using specified hashtags.
Journey Mapping for Damn Good Digital Design - Digital Summit Dallas 2015Rebekah Baggs
Designing mobile and responsive experiences that delight our users and meet our organizational objectives isn’t easy, but it’s not impossible. User journeys can help.
Understanding our users context is critical to the success of every app or responsive website. But more often than not, we jump right into discussing functionality and technical requirements without ever stopping to considering who our users are and what they need. While many of us seek out shiny new tools to prototype products, mapping the users’s journey is still the most reliable tool we can use to understand context and design mobile experiences that matter.
This document provides information and guidance for organizations on fundraising strategies and solutions. It discusses that most people dislike fundraising activities that involve selling products or directly asking for donations. It then introduces SMSnet as a no-selling mobile funding solution. The document goes on to provide tips and considerations for organizations in making fundraising decisions, including developing a wish list, setting goals, timing, and planning strategies. It also discusses and compares different types of popular fundraising programs and product sales.
A Stranger Comes to Town: How Mobile is Influencing ShoppingMolly Garris
Presented at GlobalShop conference in Jan 2012 with Bryan Gailey. I'm a Digital Strategy Director at Leo Burnett and collaborated with Marie Roche and Cliff Beringer on this.
How to Start and Run Your First $100,000 Fundraising CampaignBloomerang
If you’re like most people working with a small nonprofit, raising a big chunk of money for a special project, program, or piece of equipment can be a daunting challenge. You may be puzzled about where to start or how to do it. You’re probably scratching your head over who to approach and how to do it. And you’re probably wondering what to say to get someone to make a large donation to your organization. Join us for this webinar to learn exactly what to do to create and run your first really big fundraising campaign. You’ll learn how to plan the campaign, the tools and materials you’ll need, and how to find the best people to ask for a gift. You’ll leave feeling hopeful and more confident about raising big money.
The document discusses three crowdfunding projects - a failed van life app, a successful mosquito repellent product, and reasons for their outcomes. The van life app raised little money due to unclear goals, lack of visuals, and single backer. The mosquito repellent exceeded its goal with rewards, professional video, and EPA-approved working product. Key to success was clear purpose, visuals, team experience, and rewards enticing donors.
UniqueGift conducted customer interviews to understand needs for an online service that helps travelers choose unique gifts from different countries. Interview responses showed that travelers want information on must-visit places, local vendors, gift ratings and reviews to feel confident in their selections. Local vendors could benefit from increased sales by reaching more potential international customers. The interviews revealed features to improve like detailed product information, statistics for vendors, and ensuring selections are truly unique to each country.
The document discusses understanding stakeholders and users of a nonprofit organization that sells cookies annually as its main fundraiser. Revenues for the nonprofit are declining and costs are rising. Personas were created for key stakeholders: a cookie seller, customer, and local group leader. Their goals and characteristics are described. Empathy maps and customer journey maps were presented as tools to better understand stakeholders and identify pain points to improve the user experience.
Mobile Gamification - How The Best Apps Nailed It (Waze, Duolingo, Tinder, Sn...Mozza
Mozza has analyzed the way 12 of the most successful mobile applications used gamification to generate growth - for activation, retention, monetization and virality.
Discover more growth recipes on http://mozza.io
We talk about: Waze, Duolingo, Tinder, Snapchat, Foursquare, Zenly, Tribe, LinkedIn, Houseparty, Freeletics, Sounds and Starbucks.
Giftek provides a mobile gifting service that allows users to send gifts in real-time to friends who check in at partner restaurants. Giftek's original business model involved 3 gift price levels and involved 4 parties: the gift sender, receiver, restaurant, and Giftek. The revised business model streamlined the gifting process and payment flow. The U.S. e-gift card market is growing significantly and projected to reach $12 billion by 2015. Giftek's potential daily market in Turkey is estimated at 4,637 gift recipients. Giftek's expected annual revenue is $1.78 million with a 15% commission. While no competitors offer Giftek's location-based gifting, convincing restaurants to partner may
How can companies determine the ROI for social media and content marketing programs? This presentation delves into the reality of measuring social and content ROI, and shares ten truths of the world of content marketing today.
In addition to sharing information gleaned from years of working in social and content with clients both inside and outside the outdoor industry, Sara also takes a data-based approach to helping organizations make decisions about their social and content programs guided by real business goals.
Originally presented at Outdoor University at Outdoor Retailer in Salt Lake City, on July 31, 2013 by Sara Lingafelter, Director of Social Strategy at Portent, an Internet marketing company based in Seattle, WA.
The document discusses developing an app to help parents get their kids to play outside more. It notes that kids often get bored in their dull gardens and don't know of nearby leisure centers or fun places to go. The proposed app would allow users to search for nearby parks, football pitches, or leisure centers to provide activity options. It aims to give kids suggestions of places they may enjoy based on their interests to encourage more outdoor play and time away from electronics.
The Us & Us Collective session: Introduction to Virtual Fundraising. Featuring speakers from Massive, Funraisin, Alzheimer's Research UK on Virtual Fundraising in the post-pandemic era.
This document outlines strategies for successful crowdfunding campaigns. It discusses choosing a cause to fundraise for, setting realistic fundraising goals, identifying target communities, and crafting compelling stories and rewards to motivate donations. Specifically, it recommends focusing campaigns on people and communities, telling stories of the issue, team, and approach to create a sense of urgency, and designing rewards that strengthen donor connections to the cause and campaign. The overall message is that crowdfunding requires identifying supporters who care about the issue, engaging them through personal stories and rewards, and working hard through launch to maintain fundraising momentum.
This document provides details about a charity drive event organized by students at Taylor's University. It includes the objective to raise $3500 for Spastic Children's Association of Selangor, the target market of students and staff, products sold including Korean snacks and flowers, a pricing structure, promotion methods used, sponsors who donated funds, distribution of buying and replenishing stock, and consideration of green measures. The executive summary outlines the project requirements and information included in the report.
This document discusses strategies for selling 1 million DC superhero plush toys by July 2018. It recommends using charity partnerships to boost brand image while generating sales through online platforms like 9Gag that have large audiences and low costs. Specific examples are provided of campaigns that went viral, generating millions in revenue. Similar subscription box companies like LootCrate are examined, noting they have over 1 million subscribers and $700,000 in monthly profits. The strategies proposed include creating an exclusive collectible toy with limited quantities to artificially increase demand and secondary market prices.
The Notes for Attendees of the BSEEN workshop on Digital Marketing 2.0Dan Sodergren
These are the Notes for Attendees of the BSEEN workshop on Digital Marketing 2.0. Produced and delivered by Dan Sodergren of Great Marketing Works. Where we cover branding and values, values and marketing, digital marketing and social media, social media and planning, creation of a calendar, creating content and memes, mastering twitter, advanced blogging, google analytics, email marketing, mobile marketing, pinterest, instagram, vine and youtube! As well as AIDA RRR and how you create a full and rich digital marketing plan and customer experience for your business.
This booklet provides resources for participants in the Global Sisters Sister School program. It contains information over several pages on setting up and running a business, including defining different business types, developing a customer persona, conducting market research, creating a business plan, setting business goals and vision, and information needed to set up a business legally. Participants are encouraged to refer back to the resources as their business grows and changes over time.
Data Science Meetup: Our learnings of combining Small & Big for our retail cl...Anna Witteman
How can you measure the quality of the experience people are having with your service or your brand? Retailers want to give customers a good user experience because this leads to better business results like more revenue and higher loyalty.
IceMobile can measure almost everything shoppers do, but how can you also use motivations of shoppers to create a better shopping experience? In this presentation Arnoud & Anna will share their learnings on data-driven storytelling & product development. They will share how combining big data & small data has helped them to make data quickly actionable in an agile way. Illustrated by case studies from their Retail clients all over the world they will show how & when the combination of big & small data can bring the best results.
Speakers:
Arnoud Andeweg has a Master's degree Human Centered Multimedia (Information Studies) and more than 15 years of experience in data processing, analysis and visualization with large datasets from Dutch companies like KPN, ING, CIZ, NRC, Trouw and Volkskrant. He leads the Customer Insights team at IceMobile. Today he uses the strengths of Small data & Big data to improve the shopping experience of people all over the world.
Anna Witteman has a Master's degree in Industrial Design Engineering & more than 10 years of experience in UX. Anna worked on award winning apps like Appie for the Dutch retailer Albert Heijn (Appie won an Interaction Design Award & was rated by IGD as one of the 10 best apps for retail worldwide). She likes to challenge the ‘WHY‘ of user actions. She started the UX Lab at IceMobile to give a voice to our users by making use of (mainly) Small Data. Today she uses the strengths of Small data & Big data to improve the shopping experience of people all over the world.
Better products faster: let's bring the user into the userstory // TAPOST_201...Anna Witteman
Why is it that everyone knows the importance of frequent user
testing, yet hardly anyone does it? Because user testing often is time
consuming, complex and expensive. It probably doesn’t fit in your
development process and thus feels like extra work.
To feel reassured you tell yourself to test with users once you have
something working, or at the very end of the process. This is strange,
because everybody knows that changing your product late in the
process will increase costs exponentially.
We created a way so that user testing saves time, improves the
quality and doesn’t cost a lot of money. Team driven, pragmatic and
no extra resources needed.
The talk will show how, with only 2 hours every sprint, we focused on
creating better products faster. We would love to share our learnings
and simple DIY tools that let you start user testing with your current teams tomorrow!
Ladies that ux_Amsterdam_18082016 - Experience Mapping with IceMobileAnna Witteman
Experience Mapping with IceMobile
How can you measure the quality of the experience people are having with your service or your brand? Not just on a single channel but on all channels? How do you know what drives people & what their ‘moments of truth’ are? How do you identify opportunities from that? In order to tackle these questions we use a customised version of the Adaptive Path's Experience Mapping method. In the presentation we’ll show why Experience Mapping is a useful tool for us at IceMobile.
Hoe kun je user research inrichten zodat het past binnen het snelle, iteratieve agile proces? Hoe kun je laten zien wat de business value van user research binnen agile is? Wij hebben een manier gevonden om de gebruiker een vaste rol te geven in het agile proces. Inmiddels is gebruiksonderzoek bij IceMobile volledig geïntegreerd in onze agile manier van werken en doen we bij verschillende projecten in elke sprint gebruiksonderzoek. Ik deel in deze presentatie wat voor ons de grootste uitdagingen waren en wat onze manieren zijn om het te laten werken.
In her talk Anna will share learnings of frequently testing with users in agile teams. Also she will show that testing with users can be simple, effective & prove its value.
Anna is an interaction designer & UX researcher with 9 years of experience. She likes to challenge the ‘WHY‘ of user actions. Two years ago she started the UX Lab at IceMobile to give a voice to the user. Today the UX Lab validates all concepts & products with users. She created 'Pulse UX' a simple method of frequent user testing that lets agile teams develop better products faster. Pulse UX is now part of every sprint at IceMobile.
Design Thinking to accelerate Innovation - Masterclass on RLC2015 BarcelonaAnna Witteman
How to use ‘design thinking’ to accelerate innovation
- Lessons learned from the mobile and digital world.
by Hans Ruitenberg & Anna Witteman
Adopting a customer-centered approach in a retail organisation is challenging. During this masterclass, we show you how to really put your customers first through real-life examples and three of our best practices.
Pulse UX Testing: Bring the user into the user story. A.Witteman&R.vandenOeverAnna Witteman
Testing with users improves the quality of your product. But why is it that everyone knows the importance of frequent user testing, yet hardly anyone ever does it? Is it because User Testing often is time consuming, complex and expensive? It probably doesn’t fit in your development process and thus feels like extra work.
To feel reassured, and to give some sort fake sense of security, you tell yourself to test with users once you have something working, or at the very end of the process. This is strange, because everybody knows that changing your product late in the process will increase costs exponentially.
What if we tell you that we created a way so that User Testing saves time, improves the quality and doesn’t cost a lot of money? Team driven, pragmatic and no extra resources needed.
During our talk we will show you how, with only 2 hours every sprint, we have focussed on creating better products faster. We would love to share our learnings and simple DIY tools that let you start user testing with your current team(s) tomorrow!
Sxsw14 panel picker user testing in agileAnna Witteman
The document discusses challenges with integrating user testing into agile development processes. It proposes three ways to help make user testing work: 1) merge development iterations with user testing iterations to leverage their shared heartbeat or cycle; 2) eliminate waste by treating prototypes as products to test and documentation as reports to minimize extra work; 3) visualize the progress and value of user testing in terms of improvements to the product, gains in team knowledge, and increased return on investment seen in process metrics. A DIY, low-cost method for remote user testing using only a mobile device is also presented.
Gestalt theory proposes that the whole is greater than the sum of its parts. It describes 9 laws of perceptual organization that govern how humans visually group elements into meaningful patterns or objects. The laws include principles like proximity, similarity, closure, and past experiences. Gestalt psychologists sought to understand principles of perception independent of cultural influences.
Global Situational Awareness of A.I. and where its headedvikram sood
You can see the future first in San Francisco.
Over the past year, the talk of the town has shifted from $10 billion compute clusters to $100 billion clusters to trillion-dollar clusters. Every six months another zero is added to the boardroom plans. Behind the scenes, there’s a fierce scramble to secure every power contract still available for the rest of the decade, every voltage transformer that can possibly be procured. American big business is gearing up to pour trillions of dollars into a long-unseen mobilization of American industrial might. By the end of the decade, American electricity production will have grown tens of percent; from the shale fields of Pennsylvania to the solar farms of Nevada, hundreds of millions of GPUs will hum.
The AGI race has begun. We are building machines that can think and reason. By 2025/26, these machines will outpace college graduates. By the end of the decade, they will be smarter than you or I; we will have superintelligence, in the true sense of the word. Along the way, national security forces not seen in half a century will be un-leashed, and before long, The Project will be on. If we’re lucky, we’ll be in an all-out race with the CCP; if we’re unlucky, an all-out war.
Everyone is now talking about AI, but few have the faintest glimmer of what is about to hit them. Nvidia analysts still think 2024 might be close to the peak. Mainstream pundits are stuck on the wilful blindness of “it’s just predicting the next word”. They see only hype and business-as-usual; at most they entertain another internet-scale technological change.
Before long, the world will wake up. But right now, there are perhaps a few hundred people, most of them in San Francisco and the AI labs, that have situational awareness. Through whatever peculiar forces of fate, I have found myself amongst them. A few years ago, these people were derided as crazy—but they trusted the trendlines, which allowed them to correctly predict the AI advances of the past few years. Whether these people are also right about the next few years remains to be seen. But these are very smart people—the smartest people I have ever met—and they are the ones building this technology. Perhaps they will be an odd footnote in history, or perhaps they will go down in history like Szilard and Oppenheimer and Teller. If they are seeing the future even close to correctly, we are in for a wild ride.
Let me tell you what we see.
06-04-2024 - NYC Tech Week - Discussion on Vector Databases, Unstructured Data and AI
Discussion on Vector Databases, Unstructured Data and AI
https://www.meetup.com/unstructured-data-meetup-new-york/
This meetup is for people working in unstructured data. Speakers will come present about related topics such as vector databases, LLMs, and managing data at scale. The intended audience of this group includes roles like machine learning engineers, data scientists, data engineers, software engineers, and PMs.This meetup was formerly Milvus Meetup, and is sponsored by Zilliz maintainers of Milvus.
Learn SQL from basic queries to Advance queriesmanishkhaire30
Dive into the world of data analysis with our comprehensive guide on mastering SQL! This presentation offers a practical approach to learning SQL, focusing on real-world applications and hands-on practice. Whether you're a beginner or looking to sharpen your skills, this guide provides the tools you need to extract, analyze, and interpret data effectively.
Key Highlights:
Foundations of SQL: Understand the basics of SQL, including data retrieval, filtering, and aggregation.
Advanced Queries: Learn to craft complex queries to uncover deep insights from your data.
Data Trends and Patterns: Discover how to identify and interpret trends and patterns in your datasets.
Practical Examples: Follow step-by-step examples to apply SQL techniques in real-world scenarios.
Actionable Insights: Gain the skills to derive actionable insights that drive informed decision-making.
Join us on this journey to enhance your data analysis capabilities and unlock the full potential of SQL. Perfect for data enthusiasts, analysts, and anyone eager to harness the power of data!
#DataAnalysis #SQL #LearningSQL #DataInsights #DataScience #Analytics
4th Modern Marketing Reckoner by MMA Global India & Group M: 60+ experts on W...Social Samosa
The Modern Marketing Reckoner (MMR) is a comprehensive resource packed with POVs from 60+ industry leaders on how AI is transforming the 4 key pillars of marketing – product, place, price and promotions.
ViewShift: Hassle-free Dynamic Policy Enforcement for Every Data LakeWalaa Eldin Moustafa
Dynamic policy enforcement is becoming an increasingly important topic in today’s world where data privacy and compliance is a top priority for companies, individuals, and regulators alike. In these slides, we discuss how LinkedIn implements a powerful dynamic policy enforcement engine, called ViewShift, and integrates it within its data lake. We show the query engine architecture and how catalog implementations can automatically route table resolutions to compliance-enforcing SQL views. Such views have a set of very interesting properties: (1) They are auto-generated from declarative data annotations. (2) They respect user-level consent and preferences (3) They are context-aware, encoding a different set of transformations for different use cases (4) They are portable; while the SQL logic is only implemented in one SQL dialect, it is accessible in all engines.
#SQL #Views #Privacy #Compliance #DataLake
Beyond the Basics of A/B Tests: Highly Innovative Experimentation Tactics You...Aggregage
This webinar will explore cutting-edge, less familiar but powerful experimentation methodologies which address well-known limitations of standard A/B Testing. Designed for data and product leaders, this session aims to inspire the embrace of innovative approaches and provide insights into the frontiers of experimentation!
Predictably Improve Your B2B Tech Company's Performance by Leveraging DataKiwi Creative
Harness the power of AI-backed reports, benchmarking and data analysis to predict trends and detect anomalies in your marketing efforts.
Peter Caputa, CEO at Databox, reveals how you can discover the strategies and tools to increase your growth rate (and margins!).
From metrics to track to data habits to pick up, enhance your reporting for powerful insights to improve your B2B tech company's marketing.
- - -
This is the webinar recording from the June 2024 HubSpot User Group (HUG) for B2B Technology USA.
Watch the video recording at https://youtu.be/5vjwGfPN9lw
Sign up for future HUG events at https://events.hubspot.com/b2b-technology-usa/
End-to-end pipeline agility - Berlin Buzzwords 2024Lars Albertsson
We describe how we achieve high change agility in data engineering by eliminating the fear of breaking downstream data pipelines through end-to-end pipeline testing, and by using schema metaprogramming to safely eliminate boilerplate involved in changes that affect whole pipelines.
A quick poll on agility in changing pipelines from end to end indicated a huge span in capabilities. For the question "How long time does it take for all downstream pipelines to be adapted to an upstream change," the median response was 6 months, but some respondents could do it in less than a day. When quantitative data engineering differences between the best and worst are measured, the span is often 100x-1000x, sometimes even more.
A long time ago, we suffered at Spotify from fear of changing pipelines due to not knowing what the impact might be downstream. We made plans for a technical solution to test pipelines end-to-end to mitigate that fear, but the effort failed for cultural reasons. We eventually solved this challenge, but in a different context. In this presentation we will describe how we test full pipelines effectively by manipulating workflow orchestration, which enables us to make changes in pipelines without fear of breaking downstream.
Making schema changes that affect many jobs also involves a lot of toil and boilerplate. Using schema-on-read mitigates some of it, but has drawbacks since it makes it more difficult to detect errors early. We will describe how we have rejected this tradeoff by applying schema metaprogramming, eliminating boilerplate but keeping the protection of static typing, thereby further improving agility to quickly modify data pipelines without fear.
State of Artificial intelligence Report 2023kuntobimo2016
Artificial intelligence (AI) is a multidisciplinary field of science and engineering whose goal is to create intelligent machines.
We believe that AI will be a force multiplier on technological progress in our increasingly digital, data-driven world. This is because everything around us today, ranging from culture to consumer products, is a product of intelligence.
The State of AI Report is now in its sixth year. Consider this report as a compilation of the most interesting things we’ve seen with a goal of triggering an informed conversation about the state of AI and its implication for the future.
We consider the following key dimensions in our report:
Research: Technology breakthroughs and their capabilities.
Industry: Areas of commercial application for AI and its business impact.
Politics: Regulation of AI, its economic implications and the evolving geopolitics of AI.
Safety: Identifying and mitigating catastrophic risks that highly-capable future AI systems could pose to us.
Predictions: What we believe will happen in the next 12 months and a 2022 performance review to keep us honest.
2. RLC 2016 - Getting Personal
Anna Witteman
Head of UX Lab
Hans Ruitenberg
Associate Creative Director
3. Plus
The Netherlands
Appie (AH)
The Netherlands
Azbuka
Russia
Carrefour
France
Big C
Thailand
Alfa Mart
Indonesia
IceMobile: Worldwide experience with
a strong focus on Loyalty & Retail
4. RLC 2016 - Getting Personal
“Big Data is like teenage sex: everyone talks about it,
nobody really knows how to do it, but everyone
thinks everyone else is doing it, so everyone claims
they are doing it.” - Dan Ariely
5. RLC 2016 - Getting Personal
Big Data isn’t the
key to Getting
Personal
6. RLC 2016 - Getting Personal
About machines
Shows scale
Slow and expensive
Big data tells
you what
About people
Shows opportunity
Fast and cheap
Martin Lindstrom
Small DataMichael Fertik
Big Data
Small data tells
you why
7. RLC 2016 - Getting Personal
Big and small data at IceMobile
BI Department UX Lab
8. RLC 2016 - Getting Personal
Agenda
Experience Mapping: A tool to leverage
big data with small data
WHY
WHAT
HOW
Case studies from Loyalty and Retail
The Experience Mapping process
9. RLC 2016 - Getting Personal
Leveraging big data
with small data through
Experience Mapping
10. RLC 2016 - Getting Personal
When learning
about the
program: Joins
if she likes the
rewards.
MOT
When learning
about the
program: Joins
if she likes the
rewards.
MOT
;-)
When learning
about the
program: Joins if
the rewards are
good quality.
MOT
When halfway to his
first reward: Doubts if
he will collect enough to
redeem something.
Will stop IF he thinks he
is not going to collect
enough.
MOT
MOT
When learning
about the
program: Joins
if he needs
the rewards.
MOT
Midway through the
program: Doubts if he
will collect enough for
another reward.
Will stop IF he thinks
he is not going to
make it
MOT
MOT
MOT
When he has
collected enough
stamps: Checks
the rewards. He
stops cheerily IF
he doesn’t like
any of them
When he has
explored the entire
app & program:
Decides if he likes
more rewards. He
may become a
Laid-back Luke,
otherwise stops
cheerily
When learning
about the
program: Joins
if there is an
app.
SKY-HIGH HELEN REALISTIC ROSE PLAYFUL PEGGY SWEET SUSAN LAID-BACK LUKE TECH-SAVVY TED
“A whole set feels as complete.” “I want to be sure to get my reward,
each time.”
“It’s all about the journey.” “Giving away quality rewards makes me
happy.”
“Collecting should be effortless.” “Digital collecting is cool!”
Realistic Rose participates because she really loves
the rewards. Rose sets small goals for herself that she’s
certain she can reach. She increases her collecting
by visiting the retailer more frequently, increasing
her basket size, buying BSO and sometimes asking
people to help her. She likes to get her reward as soon
as possible, so she knows that it is hers to keep. She
stops collecting after she has all the products she likes.
For Playful Peggy, the action of collecting is more
rewarding than the products themselves. She will
collect for almost anything. She is a loyal customer
of the retailer and will join the program almost
instinctively. Peggy has developed her own techniques
to speed up collecting, like smiling at the cashier and
paying attention to the program promotions. If the
reward she wants sells out, she will simply settle for
another reward.
Sweet Susan enjoys taking care of the people she
loves, so she collect for her children and grand
children. She wants only the best for her family and
expects the rewards to be of good quality. Susan
doesn’t need the rewards herself, so she is less likely
to be disappointed if the collecting goes slower than
expected or the reward is unavailable. Susan knows
enough people who would like to have a reward, so
she keeps collecting throughout the full program.
Laid-back Luke doesn’t like the activity of collecting,
but he needs the rewards. He thinks collecting should
be effortless and doesn’t want to think about the
program too much. He doubts from time to time
whether he is gonna make it but pleasant surprises
motivate him to continue. If he doesn’t forget, he
redeems the reward quite soon after having enough
stamps.
Tech-savvy Ted likes the innovative nature of digital
collecting. He doesn’t care much about the rewards
and won’t change his shopping behavior for it. Ted
likes to be at the forefront of technology and feels
good when he is one of the first people to use a new
app or technology. When he first uses the app, he will
explore it and start collecting to see how it works. If
the products were more appealing to him, he would
be a Laid-back Luke (effortless collecting).
For Sky-high Helen, collecting is all or nothing. She
will only participate in a program when the products
are something she really likes. Her ambitions are often
greater than her actual spending habits, so she will
often enlist friends and family to help her reach her
goal. Sky-high Helen wants the complete set or at
least several items that fit together, so she will wait
until she has enough points and redeem everything at
once.
Collecting is just OK
Enjoys collecting
Really enjoys collecting
Really enjoys collecting
The rewards are minor to the collecting itself The rewards should be good quality
She collects as much as she can, and when she has enough
stamps she will ask her (grand)children what they wantShe can change her mind about the rewards in a late stage
Continues till the end
“I can always make someone happy with a reward”
Redeems one or multiple rewards each
time
Redeems one or multiple rewards each
time
She aims high
Sets goals one by one
Redeems one (maybe two) rewards
at a time as soon as she has enough
stampsShe waits till she can redeem everything she
wants
She stops when she has reached her target She stops when she is satisfied, but she may never reach this
point within the duration of the program
She dreams about having the products
at home
She really wants to have the rewards
Only likes the digital part of collecting, not the collecting itself
Doesn’t like collecting
Doens’t like or need the rewards
Needs the rewards
Doesn’t have a goal
Has a clear goal
Might redeem one item to see how it works in the app
Redeems one or multiple rewards at a time when
he has enough stamps and remembers to redeem
Looses interest after he has explored the app
Stops when he has reached his goal
JOY
REWARD
GOAL
REDEEM
END
MOTIVATION & BEHAVIOR MAP: Stamps Program
What is a motivation & behavior map?
This map shows the different motivations and behaviors of participants in our loyalty programs. By looking at what drives
participants and what shapes their behavior we can identify opportunities and moments of truth for specific types of participants.
Six collector types based on the collector’s
motivations for participating in a loyalty
program are identified.
Collectors have different motivations and
drivers that affect their participation in
loyalty programs. The ideal experience for
each participant will depend on why they
are participating.
in collecting
drawn to
oriented
pattern
when to stop
Collectors behave differently during a
loyalty program. The most important
points for collectors during a program.
How to read the diagram?
The bubbles indicate the different points
along the collectors’ journey. The bigger
the bubble, the more important it is for the
collector. By looking at the biggest bubbles
for a collector you can see what matters to
them.
By reading the types from top to bottom
the order of the actions and moments in a
collector journey are explained. The points
are shown from top to bottom as they
occur in the collector’s journey. There are
four different points in a collector journey:
Size = importance to a
collector
Set goal
Ask others
to help
Increase
basket size
Increase visit
frequency
Being nice
to cashier
Explore
app
Give away
reward
Get stamps
from others
Buy
BSO’s
COLLECT ACTION
REDEEM ACTION
MOMENT OF TRUTH
STOP PARTICIPATION
How can we use this map?
This map gives insights on how to improve the loyalty program experience. We can not change the intrinsic motivation of
participants, but we can shape their behavior. By targeting participants opportunities and moments of truth we can improve their
experience and influence their collecting behavior.
How was this map created?
To uncover why and how people participate in loyalty programs we utilised various research methods. These methods include
context chatting, user interviews, Pulse UX tests, app statistics and transaction data. Both paper and digital programs were
studied: AH Kristalzegels (NL), AH Mes & Bestekzegels (NL), COOP Fontignac Knives (DK) and COOP Spiegelau Glasses (DK).
Made by: Miika, Lauren, Ricardo, Lotte,
Jan, Paul, Nikoleta, Arnoud, Ivo, Thiago,
Vivienne, Jeroen de Vrind, Jeroen Westen,
Rianne, Christian, Jaap, Karlijn, Jades,
Reinout, Holly, Anna and Emma.
COLLECTOR
TYPES
MOTIVATION
BEHAVIOR
;-)
MOT
A moment of truth is a
moment where a person
decides to stop or continue
with the program.
Collect actions are points
where a person performs
an action toward collecting
(different actions are
indicated with an icon).
Redeem actions show points
when the collector redeems.
Stop participation points
are when a collector decides
to stop participating. This
usually happens after a MOT
or a redeem action.
Different Experience Maps
11. RLC 2016 - Getting Personal
Anatomy of an
Experience Map
Lorem ipsum dolor sit amet, consectetur
adipiscing elit. Mauris luctus enim eu ipsum
suscipit porta. Mauris turpis dolor, volutpat a
dignissim sed, dignissim vel purus. Nunc
posuere eu nisi eget placerat. Phasellus
aliquam at lacus sit amet dignissim. Nam
elementum ut erat vel tempus. Nunc egestas
maximus molestie. Pellentesque vel odio
hendrerit, facilisis arcu a, viverra orci. Vivamus
rutrum nibh vel laoreet accumsan. Etiam vitae
odio convallis, pretium diam et, luctus eros.
Donec ut imperdiet est.
Insight
Discount DianaHealthy Hanna Efficient Emma Trendy Tim
Donec ut condimentum dui, sit amet volutpat
nisl. Praesent vel leo lacus. Nam neque massa,
placerat quis diam at, sollicitudin dignissim
lacus. Praesent porta rhoncus nisl. Maecenas
dignissim in sem et rutrum. Aliquam eu
egestas libero. Praesent nec lobortis nisi.
Class aptent taciti sociosqu ad litora torquent
per conubia nostra, per inceptos himenaeos.
Pellentesque rhoncus nibh nibh, vel dictum
tortor semper dignissim. Nulla aliquam
pulvinar nisl, egestas aliquam velit gravida et.
Class aptent taciti sociosqu ad litora torquent
per conubia nostra, per inceptos himenaeos.
Phasellus fringilla ac justo vel viverra. Aliquam
sodales diam at tempus vulputate. Mauris
mattis posuere magna vitae commodo. Ut
ultrices dapibus dolor eget convallis. Duis ac
vestibulum sem, nec molestie nulla. Integer id
aliquet arcu. Mauris ut metus eu augue
accumsan pretium. Ut tristique mi in rutrum
imperdiet.
Maecenas nisi mauris, sagittis sit amet placerat
quis, facilisis ut dolor. Quisque porttitor at arcu
eu commodo. Etiam efficitur ante nec finibus
placerat. Maecenas eu nisi ac ipsum pharetra
venenatis in eget lorem. Proin augue elit,
euismod eu leo sed, auctor laoreet lacus. In at
justo id nulla tristique convallis. Quisque
commodo augue nibh. In hendrerit nulla erat,
sollicitudin blandit mi varius sed.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
Insight
Fusce volutpat a eros at sodales. Mauris
egestas dignissim mi, at ultrices metus
malesuada pellentesque. In hac habitasse
platea dictumst. Donec ultricies dolor elit, a
convallis lectus convallis sit amet. Fusce
rhoncus, elit et fringilla suscipit, neque orci
sagittis odio, sit amet fermentum ex lacus sit
amet dolor.
Insight
Suspendisse rhoncus nec leo sed dignissim.
Suspendisse dignissim erat sed dolor
vulputate placerat. Mauris sagittis arcu ac
lectus interdum lacinia. Donec feugiat orci quis
tellus posuere eleifend.
Insight
Maecenas eu volutpat tortor. Vestibulum
commodo sit amet ex vitae aliquet. Integer
gravida felis egestas sollicitudin pharetra.
Nullam in scelerisque nulla. Phasellus et velit
ut lorem laoreet egestas vitae quis ligula.
Maecenas congue, nisi eu tempus sollicitudin,
quam erat finibus libero, eget vehicula felis
ligula id libero.
Insight
Maecenas congue, nisi eu tempus sollicitudin,
quam erat finibus libero, eget vehicula felis
ligula id libero. Ut a lorem ac lectus dictum
sollicitudin. Maecenas vulputate nulla eu velit
tincidunt auctor. Proin fermentum commodo
laoreet.
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Experience_Map_Generic.pdf 1 27/09/16 14:49
Anatomy of an Experience Map
(Customer Journey 2.0)
12. RLC 2016 - Getting Personal
Lorem ipsum dolor sit amet, consectetur
adipiscing elit. Mauris luctus enim eu ipsum
suscipit porta. Mauris turpis dolor, volutpat a
dignissim sed, dignissim vel purus. Nunc
posuere eu nisi eget placerat. Phasellus
aliquam at lacus sit amet dignissim. Nam
elementum ut erat vel tempus. Nunc egestas
maximus molestie. Pellentesque vel odio
hendrerit, facilisis arcu a, viverra orci. Vivamus
rutrum nibh vel laoreet accumsan. Etiam vitae
odio convallis, pretium diam et, luctus eros.
Donec ut imperdiet est.
Discount Diana
Healthy Hanna
Efficient Emma Trendy Tim
Class aptent taciti sociosqu ad litora torquent
per conubia nostra, per inceptos himenaeos.
Pellentesque rhoncus nibh nibh, vel dictum
tortor semper dignissim. Nulla aliquam
pulvinar nisl, egestas aliquam velit gravida et.
Class aptent taciti sociosqu ad litora torquent
per conubia nostra, per inceptos himenaeos.
Phasellus fringilla ac justo vel viverra. Aliquam
sodales diam at tempus vulputate. Mauris
mattis posuere magna vitae commodo. Ut
ultrices dapibus dolor eget convallis. Duis ac
vestibulum sem, nec molestie nulla. Integer id
aliquet arcu. Mauris ut metus eu augue
accumsan pretium. Ut tristique mi in rutrum
imperdiet.
Maecenas nisi mauris, sagittis sit amet placerat
quis, facilisis ut dolor. Quisque porttitor at arcu
eu commodo. Etiam efficitur ante nec finibus
placerat. Maecenas eu nisi ac ipsum pharetra
venenatis in eget lorem. Proin augue elit,
euismod eu leo sed, auctor laoreet lacus. In at
justo id nulla tristique convallis. Quisque
commodo augue nibh. In hendrerit nulla erat,
sollicitudin blandit mi varius sed.
2 Stage 3 Stage 4 Stage 5
Segmentation on Motivation
instead of behaviour
13. RLC 2016 - Getting Personal
Anatomy of an
Experience Map
Lorem ipsum dolor sit amet, consectetur
adipiscing elit. Mauris luctus enim eu ipsum
suscipit porta. Mauris turpis dolor, volutpat a
dignissim sed, dignissim vel purus. Nunc
posuere eu nisi eget placerat. Phasellus
aliquam at lacus sit amet dignissim. Nam
elementum ut erat vel tempus. Nunc egestas
maximus molestie. Pellentesque vel odio
hendrerit, facilisis arcu a, viverra orci. Vivamus
rutrum nibh vel laoreet accumsan. Etiam vitae
odio convallis, pretium diam et, luctus eros.
Donec ut imperdiet est.
Insight
Discount DianaHealthy Hanna Efficient Emma Trendy Tim
Donec ut condimentum dui, sit amet volutpat
nisl. Praesent vel leo lacus. Nam neque massa,
placerat quis diam at, sollicitudin dignissim
lacus. Praesent porta rhoncus nisl. Maecenas
dignissim in sem et rutrum. Aliquam eu
egestas libero. Praesent nec lobortis nisi.
Class aptent taciti sociosqu ad litora torquent
per conubia nostra, per inceptos himenaeos.
Pellentesque rhoncus nibh nibh, vel dictum
tortor semper dignissim. Nulla aliquam
pulvinar nisl, egestas aliquam velit gravida et.
Class aptent taciti sociosqu ad litora torquent
per conubia nostra, per inceptos himenaeos.
Phasellus fringilla ac justo vel viverra. Aliquam
sodales diam at tempus vulputate. Mauris
mattis posuere magna vitae commodo. Ut
ultrices dapibus dolor eget convallis. Duis ac
vestibulum sem, nec molestie nulla. Integer id
aliquet arcu. Mauris ut metus eu augue
accumsan pretium. Ut tristique mi in rutrum
imperdiet.
Maecenas nisi mauris, sagittis sit amet placerat
quis, facilisis ut dolor. Quisque porttitor at arcu
eu commodo. Etiam efficitur ante nec finibus
placerat. Maecenas eu nisi ac ipsum pharetra
venenatis in eget lorem. Proin augue elit,
euismod eu leo sed, auctor laoreet lacus. In at
justo id nulla tristique convallis. Quisque
commodo augue nibh. In hendrerit nulla erat,
sollicitudin blandit mi varius sed.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
Insight
Fusce volutpat a eros at sodales. Mauris
egestas dignissim mi, at ultrices metus
malesuada pellentesque. In hac habitasse
platea dictumst. Donec ultricies dolor elit, a
convallis lectus convallis sit amet. Fusce
rhoncus, elit et fringilla suscipit, neque orci
sagittis odio, sit amet fermentum ex lacus sit
amet dolor.
Insight
Suspendisse rhoncus nec leo sed dignissim.
Suspendisse dignissim erat sed dolor
vulputate placerat. Mauris sagittis arcu ac
lectus interdum lacinia. Donec feugiat orci quis
tellus posuere eleifend.
Insight
Maecenas eu volutpat tortor. Vestibulum
commodo sit amet ex vitae aliquet. Integer
gravida felis egestas sollicitudin pharetra.
Nullam in scelerisque nulla. Phasellus et velit
ut lorem laoreet egestas vitae quis ligula.
Maecenas congue, nisi eu tempus sollicitudin,
quam erat finibus libero, eget vehicula felis
ligula id libero.
Insight
Maecenas congue, nisi eu tempus sollicitudin,
quam erat finibus libero, eget vehicula felis
ligula id libero. Ut a lorem ac lectus dictum
sollicitudin. Maecenas vulputate nulla eu velit
tincidunt auctor. Proin fermentum commodo
laoreet.
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Experience_Map_Generic.pdf 1 27/09/16 14:49
14. RLC 2016 - Getting Personal
Anatomy of an
Experience Map
Lorem ipsum dolor sit amet, consectetur
adipiscing elit. Mauris luctus enim eu ipsum
suscipit porta. Mauris turpis dolor, volutpat a
dignissim sed, dignissim vel purus. Nunc
posuere eu nisi eget placerat. Phasellus
aliquam at lacus sit amet dignissim. Nam
elementum ut erat vel tempus. Nunc egestas
maximus molestie. Pellentesque vel odio
hendrerit, facilisis arcu a, viverra orci. Vivamus
rutrum nibh vel laoreet accumsan. Etiam vitae
odio convallis, pretium diam et, luctus eros.
Donec ut imperdiet est.
Discount DianaHealthy Hanna Efficient Emma Trendy Tim
Class aptent taciti sociosqu ad litora torquent
per conubia nostra, per inceptos himenaeos.
Pellentesque rhoncus nibh nibh, vel dictum
tortor semper dignissim. Nulla aliquam
pulvinar nisl, egestas aliquam velit gravida et.
Class aptent taciti sociosqu ad litora torquent
per conubia nostra, per inceptos himenaeos.
Phasellus fringilla ac justo vel viverra. Aliquam
sodales diam at tempus vulputate. Mauris
mattis posuere magna vitae commodo. Ut
ultrices dapibus dolor eget convallis. Duis ac
vestibulum sem, nec molestie nulla. Integer id
aliquet arcu. Mauris ut metus eu augue
accumsan pretium. Ut tristique mi in rutrum
imperdiet.
Maecenas nisi mauris, sagittis sit amet placerat
quis, facilisis ut dolor. Quisque porttitor at arcu
eu commodo. Etiam efficitur ante nec finibus
placerat. Maecenas eu nisi ac ipsum pharetra
venenatis in eget lorem. Proin augue elit,
euismod eu leo sed, auctor laoreet lacus. In at
justo id nulla tristique convallis. Quisque
commodo augue nibh. In hendrerit nulla erat,
sollicitudin blandit mi varius sed.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
Holistic customer journey
15. RLC 2016 - Getting Personal
Anatomy of an
Experience Map
Lorem ipsum dolor sit amet, consectetur
adipiscing elit. Mauris luctus enim eu ipsum
suscipit porta. Mauris turpis dolor, volutpat a
dignissim sed, dignissim vel purus. Nunc
posuere eu nisi eget placerat. Phasellus
aliquam at lacus sit amet dignissim. Nam
elementum ut erat vel tempus. Nunc egestas
maximus molestie. Pellentesque vel odio
hendrerit, facilisis arcu a, viverra orci. Vivamus
rutrum nibh vel laoreet accumsan. Etiam vitae
odio convallis, pretium diam et, luctus eros.
Donec ut imperdiet est.
Insight
Discount DianaHealthy Hanna Efficient Emma Trendy Tim
Donec ut condimentum dui, sit amet volutpat
nisl. Praesent vel leo lacus. Nam neque massa,
placerat quis diam at, sollicitudin dignissim
lacus. Praesent porta rhoncus nisl. Maecenas
dignissim in sem et rutrum. Aliquam eu
egestas libero. Praesent nec lobortis nisi.
Class aptent taciti sociosqu ad litora torquent
per conubia nostra, per inceptos himenaeos.
Pellentesque rhoncus nibh nibh, vel dictum
tortor semper dignissim. Nulla aliquam
pulvinar nisl, egestas aliquam velit gravida et.
Class aptent taciti sociosqu ad litora torquent
per conubia nostra, per inceptos himenaeos.
Phasellus fringilla ac justo vel viverra. Aliquam
sodales diam at tempus vulputate. Mauris
mattis posuere magna vitae commodo. Ut
ultrices dapibus dolor eget convallis. Duis ac
vestibulum sem, nec molestie nulla. Integer id
aliquet arcu. Mauris ut metus eu augue
accumsan pretium. Ut tristique mi in rutrum
imperdiet.
Maecenas nisi mauris, sagittis sit amet placerat
quis, facilisis ut dolor. Quisque porttitor at arcu
eu commodo. Etiam efficitur ante nec finibus
placerat. Maecenas eu nisi ac ipsum pharetra
venenatis in eget lorem. Proin augue elit,
euismod eu leo sed, auctor laoreet lacus. In at
justo id nulla tristique convallis. Quisque
commodo augue nibh. In hendrerit nulla erat,
sollicitudin blandit mi varius sed.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
Insight
Fusce volutpat a eros at sodales. Mauris
egestas dignissim mi, at ultrices metus
malesuada pellentesque. In hac habitasse
platea dictumst. Donec ultricies dolor elit, a
convallis lectus convallis sit amet. Fusce
rhoncus, elit et fringilla suscipit, neque orci
sagittis odio, sit amet fermentum ex lacus sit
amet dolor.
Insight
Suspendisse rhoncus nec leo sed dignissim.
Suspendisse dignissim erat sed dolor
vulputate placerat. Mauris sagittis arcu ac
lectus interdum lacinia. Donec feugiat orci quis
tellus posuere eleifend.
Insight
Maecenas eu volutpat tortor. Vestibulum
commodo sit amet ex vitae aliquet. Integer
gravida felis egestas sollicitudin pharetra.
Nullam in scelerisque nulla. Phasellus et velit
ut lorem laoreet egestas vitae quis ligula.
Maecenas congue, nisi eu tempus sollicitudin,
quam erat finibus libero, eget vehicula felis
ligula id libero.
Insight
Maecenas congue, nisi eu tempus sollicitudin,
quam erat finibus libero, eget vehicula felis
ligula id libero. Ut a lorem ac lectus dictum
sollicitudin. Maecenas vulputate nulla eu velit
tincidunt auctor. Proin fermentum commodo
laoreet.
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Experience_Map_Generic.pdf 1 27/09/16 14:49
16. RLC 2016 - Getting Personal
Insight
Donec ut condimentum dui, sit amet volutpatnisl. Praesent vel leo lacus. Nam neque massa,placerat quis diam at, sollicitudin dignissimlacus. Praesent porta rhoncus nisl. Maecenasdignissim in sem et rutrum. Aliquam euegestas libero. Praesent nec lobortis nisi.
Insight
Fusce volutpat a eros at sodales. Maurisegestas dignissim mi, at ultrices metusmalesuada pellentesque. In hac habitasseplatea dictumst. Donec ultricies dolor elit, aconvallis lectus convallis sit amet. Fuscerhoncus, elit et fringilla suscipit, neque orcisagittis odio, sit amet fermentum ex lacus sitamet dolor.
Insight
Suspendisse rhoncus nec leo sed dignissim.Suspendisse dignissim erat sed dolorvulputate placerat. Mauris sagittis arcu aclectus interdum lacinia. Donec feugiat orci quistellus posuere eleifend.
Insig
Maecenas eu
commodo sit
gravida felis e
Nullam in scel
ut lorem laore
Maecenas con
quam erat finib
ligula id libero.
C
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Opportunities focused on
Moments of Truth
17. RLC 2016 - Getting Personal
Anatomy of an
Experience Map
Lorem ipsum dolor sit amet, consectetur
adipiscing elit. Mauris luctus enim eu ipsum
suscipit porta. Mauris turpis dolor, volutpat a
dignissim sed, dignissim vel purus. Nunc
posuere eu nisi eget placerat. Phasellus
aliquam at lacus sit amet dignissim. Nam
elementum ut erat vel tempus. Nunc egestas
maximus molestie. Pellentesque vel odio
hendrerit, facilisis arcu a, viverra orci. Vivamus
rutrum nibh vel laoreet accumsan. Etiam vitae
odio convallis, pretium diam et, luctus eros.
Donec ut imperdiet est.
Insight
Discount DianaHealthy Hanna Efficient Emma Trendy Tim
Donec ut condimentum dui, sit amet volutpat
nisl. Praesent vel leo lacus. Nam neque massa,
placerat quis diam at, sollicitudin dignissim
lacus. Praesent porta rhoncus nisl. Maecenas
dignissim in sem et rutrum. Aliquam eu
egestas libero. Praesent nec lobortis nisi.
Class aptent taciti sociosqu ad litora torquent
per conubia nostra, per inceptos himenaeos.
Pellentesque rhoncus nibh nibh, vel dictum
tortor semper dignissim. Nulla aliquam
pulvinar nisl, egestas aliquam velit gravida et.
Class aptent taciti sociosqu ad litora torquent
per conubia nostra, per inceptos himenaeos.
Phasellus fringilla ac justo vel viverra. Aliquam
sodales diam at tempus vulputate. Mauris
mattis posuere magna vitae commodo. Ut
ultrices dapibus dolor eget convallis. Duis ac
vestibulum sem, nec molestie nulla. Integer id
aliquet arcu. Mauris ut metus eu augue
accumsan pretium. Ut tristique mi in rutrum
imperdiet.
Maecenas nisi mauris, sagittis sit amet placerat
quis, facilisis ut dolor. Quisque porttitor at arcu
eu commodo. Etiam efficitur ante nec finibus
placerat. Maecenas eu nisi ac ipsum pharetra
venenatis in eget lorem. Proin augue elit,
euismod eu leo sed, auctor laoreet lacus. In at
justo id nulla tristique convallis. Quisque
commodo augue nibh. In hendrerit nulla erat,
sollicitudin blandit mi varius sed.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
Insight
Fusce volutpat a eros at sodales. Mauris
egestas dignissim mi, at ultrices metus
malesuada pellentesque. In hac habitasse
platea dictumst. Donec ultricies dolor elit, a
convallis lectus convallis sit amet. Fusce
rhoncus, elit et fringilla suscipit, neque orci
sagittis odio, sit amet fermentum ex lacus sit
amet dolor.
Insight
Suspendisse rhoncus nec leo sed dignissim.
Suspendisse dignissim erat sed dolor
vulputate placerat. Mauris sagittis arcu ac
lectus interdum lacinia. Donec feugiat orci quis
tellus posuere eleifend.
Insight
Maecenas eu volutpat tortor. Vestibulum
commodo sit amet ex vitae aliquet. Integer
gravida felis egestas sollicitudin pharetra.
Nullam in scelerisque nulla. Phasellus et velit
ut lorem laoreet egestas vitae quis ligula.
Maecenas congue, nisi eu tempus sollicitudin,
quam erat finibus libero, eget vehicula felis
ligula id libero.
Insight
Maecenas congue, nisi eu tempus sollicitudin,
quam erat finibus libero, eget vehicula felis
ligula id libero. Ut a lorem ac lectus dictum
sollicitudin. Maecenas vulputate nulla eu velit
tincidunt auctor. Proin fermentum commodo
laoreet.
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Experience_Map_Generic.pdf 1 27/09/16 14:49
18. The three elements of an
Experience Map
1. Segmentation on motivation instead
of behaviour and demographics
2. Holistic customer journey focused on
the experience instead of channels
3. Leverage moments of truth with
actionable opportunities
19. RLC 2016 - Getting Personal
Experience Mapping
case studies
21. z
Maintenance
& Support
Retailer Systems
(POS, ERP, CRM, PIM, etc.)
Web
Business Intelligence
User Engagement Tool
(push, chat, email)
Customer Service
Tool
Apps
BRIGHT LOYALTY
PLATFORM
Social
API
Chat platforms
22.
23. When learning
about the
program: Joins
if she likes the
rewards.
MOT
When learning
about the
program: Joins
if she likes the
rewards.
MOT
;-)
When learning
about the
program: Joins if
the rewards are
good quality.
MOT
When halfway to his
first reward: Doubts if
he will collect enough to
redeem something.
Will stop IF he thinks he
is not going to collect
enough.
MOT
MOT
When learning
about the
program: Joins
if he needs
the rewards.
MOT
Midway through the
program: Doubts if he
will collect enough for
another reward.
Will stop IF he thinks
he is not going to
make it
MOT
MOT
MOT
When he has
collected enough
stamps: Checks
the rewards. He
stops cheerily IF
he doesn’t like
any of them
When he has
explored the entire
app & program:
Decides if he likes
more rewards. He
may become a
Laid-back Luke,
otherwise stops
cheerily
When learning
about the
program: Joins
if there is an
app.
SKY-HIGH HELEN REALISTIC ROSE PLAYFUL PEGGY SWEET SUSAN LAID-BACK LUKE TECH-SAVVY TED
“A whole set feels as complete.” “I want to be sure to get my reward,
each time.”
“It’s all about the journey.” “Giving away quality rewards makes me
happy.”
“Collecting should be effortless.” “Digital collecting is cool!”
Realistic Rose participates because she really loves
the rewards. Rose sets small goals for herself that she’s
certain she can reach. She increases her collecting
by visiting the retailer more frequently, increasing
her basket size, buying BSO and sometimes asking
people to help her. She likes to get her reward as soon
as possible, so she knows that it is hers to keep. She
stops collecting after she has all the products she likes.
For Playful Peggy, the action of collecting is more
rewarding than the products themselves. She will
collect for almost anything. She is a loyal customer
of the retailer and will join the program almost
instinctively. Peggy has developed her own techniques
to speed up collecting, like smiling at the cashier and
paying attention to the program promotions. If the
reward she wants sells out, she will simply settle for
another reward.
Sweet Susan enjoys taking care of the people she
loves, so she collect for her children and grand
children. She wants only the best for her family and
expects the rewards to be of good quality. Susan
doesn’t need the rewards herself, so she is less likely
to be disappointed if the collecting goes slower than
expected or the reward is unavailable. Susan knows
enough people who would like to have a reward, so
she keeps collecting throughout the full program.
Laid-back Luke doesn’t like the activity of collecting,
but he needs the rewards. He thinks collecting should
be effortless and doesn’t want to think about the
program too much. He doubts from time to time
whether he is gonna make it but pleasant surprises
motivate him to continue. If he doesn’t forget, he
redeems the reward quite soon after having enough
stamps.
Tech-savvy Ted likes the innovative nature of digital
collecting. He doesn’t care much about the rewards
and won’t change his shopping behavior for it. Ted
likes to be at the forefront of technology and feels
good when he is one of the first people to use a new
app or technology. When he first uses the app, he will
explore it and start collecting to see how it works. If
the products were more appealing to him, he would
be a Laid-back Luke (effortless collecting).
For Sky-high Helen, collecting is all or nothing. She
will only participate in a program when the products
are something she really likes. Her ambitions are often
greater than her actual spending habits, so she will
often enlist friends and family to help her reach her
goal. Sky-high Helen wants the complete set or at
least several items that fit together, so she will wait
until she has enough points and redeem everything at
once.
Collecting is just OK Enjoys collecting Really enjoys collecting Really enjoys collecting
The rewards are minor to the collecting itself The rewards should be good quality
She collects as much as she can, and when she has enough
stamps she will ask her (grand)children what they want
She can change her mind about the rewards in a late stage
Continues till the end “I can always make someone happy with a reward”
Redeems one or multiple rewards each
time
Redeems one or multiple rewards each
time
She aims high Sets goals one by one
Redeems one (maybe two) rewards
at a time as soon as she has enough
stamps
She waits till she can redeem everything she
wants
She stops when she has reached her target She stops when she is satisfied, but she may never reach this
point within the duration of the program
She dreams about having the products
at home
She really wants to have the rewards
Only likes the digital part of collecting, not the collecting itselfDoesn’t like collecting
Doens’t like or need the rewardsNeeds the rewards
Doesn’t have a goalHas a clear goal
Might redeem one item to see how it works in the appRedeems one or multiple rewards at a time when
he has enough stamps and remembers to redeem
Looses interest after he has explored the appStops when he has reached his goal
JOY
REWARD
GOAL
REDEEM
END
MOTIVATION & BEHAVIOR MAP: Stamps Program
What is a motivation & behavior map?
This map shows the different motivations and behaviors of participants in our loyalty programs. By looking at what drives
participants and what shapes their behavior we can identify opportunities and moments of truth for specific types of participants.
Six collector types based on the collector’s
motivations for participating in a loyalty
program are identified.
Collectors have different motivations and
drivers that affect their participation in
loyalty programs. The ideal experience for
each participant will depend on why they
are participating.
in collecting
drawn to
oriented
pattern
when to stop
Collectors behave differently during a
loyalty program. The most important
points for collectors during a program.
How to read the diagram?
The bubbles indicate the different points
along the collectors’ journey. The bigger
the bubble, the more important it is for the
collector. By looking at the biggest bubbles
for a collector you can see what matters to
them.
By reading the types from top to bottom
the order of the actions and moments in a
collector journey are explained. The points
are shown from top to bottom as they
occur in the collector’s journey. There are
four different points in a collector journey:
Size = importance to a
collector
Set goal
Ask others
to help
Increase
basket size
Increase visit
frequency
Being nice
to cashier
Explore
app
Give away
reward
Get stamps
from others
Buy
BSO’s
COLLECT ACTION
REDEEM ACTION
MOMENT OF TRUTH
STOP PARTICIPATION
How can we use this map?
This map gives insights on how to improve the loyalty program experience. We can not change the intrinsic motivation of
participants, but we can shape their behavior. By targeting participants opportunities and moments of truth we can improve their
experience and influence their collecting behavior.
How was this map created?
To uncover why and how people participate in loyalty programs we utilised various research methods. These methods include
context chatting, user interviews, Pulse UX tests, app statistics and transaction data. Both paper and digital programs were
studied: AH Kristalzegels (NL), AH Mes & Bestekzegels (NL), COOP Fontignac Knives (DK) and COOP Spiegelau Glasses (DK).
Made by: Miika, Lauren, Ricardo, Lotte,
Jan, Paul, Nikoleta, Arnoud, Ivo, Thiago,
Vivienne, Jeroen de Vrind, Jeroen Westen,
Rianne, Christian, Jaap, Karlijn, Jades,
Reinout, Holly, Anna and Emma.
COLLECTOR
TYPES
MOTIVATION
BEHAVIOR
;-)
MOT
A moment of truth is a
moment where a person
decides to stop or continue
with the program.
Collect actions are points
where a person performs
an action toward collecting
(different actions are
indicated with an icon).
Redeem actions show points
when the collector redeems.
Stop participation points
are when a collector decides
to stop participating. This
usually happens after a MOT
or a redeem action.
24. When learning
about the
program: Joins
if she likes the
rewards.
MOT
When learning
about the
program: Joins
if she likes the
rewards.
MOT
;-)
When learning
about the
program: Joins if
the rewards are
good quality.
MOT
When halfway to his
first reward: Doubts if
he will collect enough to
redeem something.
Will stop IF he thinks he
is not going to collect
enough.
MOT
MOT
When learning
about the
program: Joins
if he needs
the rewards.
MOT
Midway through the
program: Doubts if he
will collect enough for
another reward.
Will stop IF he thinks
he is not going to
make it
MOT
MOT
MOT
When he has
collected enough
stamps: Checks
the rewards. He
stops cheerily IF
he doesn’t like
any of them
When he has
explored the entire
app & program:
Decides if he likes
more rewards. He
may become a
Laid-back Luke,
otherwise stops
cheerily
When learning
about the
program: Joins
if there is an
app.
SKY-HIGH HELEN REALISTIC ROSE PLAYFUL PEGGY SWEET SUSAN LAID-BACK LUKE TECH-SAVVY TED
“A whole set feels as complete.” “I want to be sure to get my reward,
each time.”
“It’s all about the journey.” “Giving away quality rewards makes me
happy.”
“Collecting should be effortless.” “Digital collecting is cool!”
Realistic Rose participates because she really loves
the rewards. Rose sets small goals for herself that she’s
certain she can reach. She increases her collecting
by visiting the retailer more frequently, increasing
her basket size, buying BSO and sometimes asking
people to help her. She likes to get her reward as soon
as possible, so she knows that it is hers to keep. She
stops collecting after she has all the products she likes.
For Playful Peggy, the action of collecting is more
rewarding than the products themselves. She will
collect for almost anything. She is a loyal customer
of the retailer and will join the program almost
instinctively. Peggy has developed her own techniques
to speed up collecting, like smiling at the cashier and
paying attention to the program promotions. If the
reward she wants sells out, she will simply settle for
another reward.
Sweet Susan enjoys taking care of the people she
loves, so she collect for her children and grand
children. She wants only the best for her family and
expects the rewards to be of good quality. Susan
doesn’t need the rewards herself, so she is less likely
to be disappointed if the collecting goes slower than
expected or the reward is unavailable. Susan knows
enough people who would like to have a reward, so
she keeps collecting throughout the full program.
Laid-back Luke doesn’t like the activity of collecting,
but he needs the rewards. He thinks collecting should
be effortless and doesn’t want to think about the
program too much. He doubts from time to time
whether he is gonna make it but pleasant surprises
motivate him to continue. If he doesn’t forget, he
redeems the reward quite soon after having enough
stamps.
Tech-savvy Ted likes the innovative nature of digital
collecting. He doesn’t care much about the rewards
and won’t change his shopping behavior for it. Ted
likes to be at the forefront of technology and feels
good when he is one of the first people to use a new
app or technology. When he first uses the app, he will
explore it and start collecting to see how it works. If
the products were more appealing to him, he would
be a Laid-back Luke (effortless collecting).
For Sky-high Helen, collecting is all or nothing. She
will only participate in a program when the products
are something she really likes. Her ambitions are often
greater than her actual spending habits, so she will
often enlist friends and family to help her reach her
goal. Sky-high Helen wants the complete set or at
least several items that fit together, so she will wait
until she has enough points and redeem everything at
once.
Collecting is just OK Enjoys collecting Really enjoys collecting Really enjoys collecting
The rewards are minor to the collecting itself The rewards should be good quality
She collects as much as she can, and when she has enough
stamps she will ask her (grand)children what they want
She can change her mind about the rewards in a late stage
Continues till the end “I can always make someone happy with a reward”
Redeems one or multiple rewards each
time
Redeems one or multiple rewards each
time
She aims high Sets goals one by one
Redeems one (maybe two) rewards
at a time as soon as she has enough
stamps
She waits till she can redeem everything she
wants
She stops when she has reached her target She stops when she is satisfied, but she may never reach this
point within the duration of the program
She dreams about having the products
at home
She really wants to have the rewards
Only likes the digital part of collecting, not the collecting itselfDoesn’t like collecting
Doens’t like or need the rewardsNeeds the rewards
Doesn’t have a goalHas a clear goal
Might redeem one item to see how it works in the appRedeems one or multiple rewards at a time when
he has enough stamps and remembers to redeem
Looses interest after he has explored the appStops when he has reached his goal
JOY
REWARD
GOAL
REDEEM
END
MOTIVATION & BEHAVIOR MAP: Stamps Program
What is a motivation & behavior map?
This map shows the different motivations and behaviors of participants in our loyalty programs. By looking at what drives
participants and what shapes their behavior we can identify opportunities and moments of truth for specific types of participants.
Six collector types based on the collector’s
motivations for participating in a loyalty
program are identified.
Collectors have different motivations and
drivers that affect their participation in
loyalty programs. The ideal experience for
each participant will depend on why they
are participating.
in collecting
drawn to
oriented
pattern
when to stop
Collectors behave differently during a
loyalty program. The most important
points for collectors during a program.
How to read the diagram?
The bubbles indicate the different points
along the collectors’ journey. The bigger
the bubble, the more important it is for the
collector. By looking at the biggest bubbles
for a collector you can see what matters to
them.
By reading the types from top to bottom
the order of the actions and moments in a
collector journey are explained. The points
are shown from top to bottom as they
occur in the collector’s journey. There are
four different points in a collector journey:
Size = importance to a
collector
Set goal
Ask others
to help
Increase
basket size
Increase visit
frequency
Being nice
to cashier
Explore
app
Give away
reward
Get stamps
from others
Buy
BSO’s
COLLECT ACTION
REDEEM ACTION
MOMENT OF TRUTH
STOP PARTICIPATION
How can we use this map?
This map gives insights on how to improve the loyalty program experience. We can not change the intrinsic motivation of
participants, but we can shape their behavior. By targeting participants opportunities and moments of truth we can improve their
experience and influence their collecting behavior.
How was this map created?
To uncover why and how people participate in loyalty programs we utilised various research methods. These methods include
context chatting, user interviews, Pulse UX tests, app statistics and transaction data. Both paper and digital programs were
studied: AH Kristalzegels (NL), AH Mes & Bestekzegels (NL), COOP Fontignac Knives (DK) and COOP Spiegelau Glasses (DK).
Made by: Miika, Lauren, Ricardo, Lotte,
Jan, Paul, Nikoleta, Arnoud, Ivo, Thiago,
Vivienne, Jeroen de Vrind, Jeroen Westen,
Rianne, Christian, Jaap, Karlijn, Jades,
Reinout, Holly, Anna and Emma.
COLLECTOR
TYPES
MOTIVATION
BEHAVIOR
;-)
MOT
A moment of truth is a
moment where a person
decides to stop or continue
with the program.
Collect actions are points
where a person performs
an action toward collecting
(different actions are
indicated with an icon).
Redeem actions show points
when the collector redeems.
Stop participation points
are when a collector decides
to stop participating. This
usually happens after a MOT
or a redeem action.
MOTMOT MOT
GH HELEN REALISTIC ROSE PLAYFUL PEGGY SWEET SUSAN
set feels as complete.” “I want to be sure to get my reward,
each time.”
“It’s all about the journey.” “Giving away quality rewards makes m
happy.”
Realistic Rose participates because she really loves
the rewards. Rose sets small goals for herself that she’s
certain she can reach. She increases her collecting
by visiting the retailer more frequently, increasing
her basket size, buying BSO and sometimes asking
people to help her. She likes to get her reward as soon
as possible, so she knows that it is hers to keep. She
stops collecting after she has all the products she likes.
For Playful Peggy, the action of collecting is more
rewarding than the products themselves. She will
collect for almost anything. She is a loyal customer
of the retailer and will join the program almost
instinctively. Peggy has developed her own techniques
to speed up collecting, like smiling at the cashier and
paying attention to the program promotions. If the
reward she wants sells out, she will simply settle for
another reward.
Sweet Susan enjoys taking care of the people
loves, so she collect for her children and gr
children. She wants only the best for her family
expects the rewards to be of good quality. Su
doesn’t need the rewards herself, so she is less li
to be disappointed if the collecting goes slower t
expected or the reward is unavailable. Susan kn
enough people who would like to have a reward
she keeps collecting throughout the full program.
Helen, collecting is all or nothing. She
cipate in a program when the products
g she really likes. Her ambitions are often
her actual spending habits, so she will
iends and family to help her reach her
gh Helen wants the complete set or at
tems that fit together, so she will wait
nough points and redeem everything at
s just OK Enjoys collecting Really enjoys collecting Really enjoys collecting
The rewards are minor to the collecting itself The rewards should be good quality
She collects as much as she can, and when she has enoug
stamps she will ask her (grand)children what they want
She can change her mind about the rewards in a late stage
Continues till the end “I can always make someone happy with a reward”
Redeems one or multiple rewards each
time
Redeems one or multiple rewards e
time
gh Sets goals one by one
Redeems one (maybe two) rewards
at a time as soon as she has enough
stamps
She waits till she can redeem everything she
wants
when she has reached her target She stops when she is satisfied, but she may never reach this
point within the duration of the program
She dreams about having the products
at home
She really wants to have the rewards
OTIVATION & BEHAVIOR MAP: Stamps Program
ion & behavior map?
he different motivations and behaviors of participants in our loyalty programs. By looking at what drives
hat shapes their behavior we can identify opportunities and moments of truth for specific types of participants.
How can we use this map?
This map gives insights on how to improve the loyalty program experience. We can not change the intrinsic motivation of
participants, but we can shape their behavior. By targeting participants opportunities and moments of truth we can improve their
experience and influence their collecting behavior.
How was this map created?
To uncover why and how people part
context chatting, user interviews, Pu
studied: AH Kristalzegels (NL), AH Me
Aspires to get full
set of rewards, but
does not expect it
Is afraid to be
disappointed
25.
26. Feb 15
Feb 18
Feb 21
Feb 24
Feb 27
Mar 2
Mar 5
Mar 8
Mar 11
Mar 14
Mar 17
Mar 20
Mar 23
Mar 26
Mar 29
Apr 1
Apr 4
Apr 7
Apr 10
Apr 13
Apr 16
Apr 19
Apr 22
Apr 25
Apr 28
May 1
May 4
May 7
May 10
May 13
May 16
May 19
May 22
May 25
"You have
collected enough
stamps to get
WMF cookware!"
"Pick up extra WMF
cookware at your
Superbrugsen store"
Journey of Realistic Rose
27. RLC 2016 - Getting Personal
Feb 15
Feb 18
Feb 21
Feb 24
Feb 27
Mar 2
Mar 5
Mar 8
Mar 11
Mar 14
Mar 17
Mar 20
Mar 23
Mar 26
Mar 29
Apr 1
Apr 4
Apr 7
Apr 10
Apr 13
Apr 16
Apr 19
Apr 22
Apr 25
Apr 28
May 1
May 4
May 7
May 10
May 13
May 16
May 19
May 22
May 25
"You have enough
stamps to pick up a
piece of WMF
cookware at your
Superbrugsen store"
"You're on track to
collect enough
stamps for four
pieces of WMF
cookware"
"Pick up extra WMF
cookware at your
Superbrugsen store"
Solution for Realistic Rose
28. Results
49% open rate of push messages
Tenfold higher app visits same day
+144% registrations after notification
+12% collectors after notification
+27% redeemers after notification
29. Plus
The Netherlands
Appie (AH)
The Netherlands
Azbuka
Russia
Carrefour
France
Big C
Thailand
Alfa Mart
Indonesia
IceMobile: Worldwide experience with
a strong focus on Loyalty & Retail
30.
31.
32. RLC 2016 - Getting Personal
The Experience
Mapping process
36. RLC 2016 - Getting Personal
When learning
about the
program: Joins
if she likes the
rewards.
MOT
When learning
about the
program: Joins
if she likes the
rewards.
MOT
;-)
When learning
about the
program: Joins if
the rewards are
good quality.
MOT
When halfway to his
first reward: Doubts if
he will collect enough to
redeem something.
Will stop IF he thinks he
is not going to collect
enough.
MOT
MOT
When learning
about the
program: Joins
if he needs
the rewards.
MOT
Midway through the
program: Doubts if he
will collect enough for
another reward.
Will stop IF he thinks
he is not going to
make it
MOT
MOT
MOT
When he has
collected enough
stamps: Checks
the rewards. He
stops cheerily IF
he doesn’t like
any of them
When he has
explored the entire
app & program:
Decides if he likes
more rewards. He
may become a
Laid-back Luke,
otherwise stops
cheerily
When learning
about the
program: Joins
if there is an
app.
SKY-HIGH HELEN REALISTIC ROSE PLAYFUL PEGGY SWEET SUSAN LAID-BACK LUKE TECH-SAVVY TED
“A whole set feels as complete.” “I want to be sure to get my reward,
each time.”
“It’s all about the journey.” “Giving away quality rewards makes me
happy.”
“Collecting should be effortless.” “Digital collecting is cool!”
Realistic Rose participates because she really loves
the rewards. Rose sets small goals for herself that she’s
certain she can reach. She increases her collecting
by visiting the retailer more frequently, increasing
her basket size, buying BSO and sometimes asking
people to help her. She likes to get her reward as soon
as possible, so she knows that it is hers to keep. She
stops collecting after she has all the products she likes.
For Playful Peggy, the action of collecting is more
rewarding than the products themselves. She will
collect for almost anything. She is a loyal customer
of the retailer and will join the program almost
instinctively. Peggy has developed her own techniques
to speed up collecting, like smiling at the cashier and
paying attention to the program promotions. If the
reward she wants sells out, she will simply settle for
another reward.
Sweet Susan enjoys taking care of the people she
loves, so she collect for her children and grand
children. She wants only the best for her family and
expects the rewards to be of good quality. Susan
doesn’t need the rewards herself, so she is less likely
to be disappointed if the collecting goes slower than
expected or the reward is unavailable. Susan knows
enough people who would like to have a reward, so
she keeps collecting throughout the full program.
Laid-back Luke doesn’t like the activity of collecting,
but he needs the rewards. He thinks collecting should
be effortless and doesn’t want to think about the
program too much. He doubts from time to time
whether he is gonna make it but pleasant surprises
motivate him to continue. If he doesn’t forget, he
redeems the reward quite soon after having enough
stamps.
Tech-savvy Ted likes the innovative nature of digital
collecting. He doesn’t care much about the rewards
and won’t change his shopping behavior for it. Ted
likes to be at the forefront of technology and feels
good when he is one of the first people to use a new
app or technology. When he first uses the app, he will
explore it and start collecting to see how it works. If
the products were more appealing to him, he would
be a Laid-back Luke (effortless collecting).
For Sky-high Helen, collecting is all or nothing. She
will only participate in a program when the products
are something she really likes. Her ambitions are often
greater than her actual spending habits, so she will
often enlist friends and family to help her reach her
goal. Sky-high Helen wants the complete set or at
least several items that fit together, so she will wait
until she has enough points and redeem everything at
once.
Collecting is just OK Enjoys collecting Really enjoys collecting Really enjoys collecting
The rewards are minor to the collecting itself The rewards should be good quality
She collects as much as she can, and when she has enough
stamps she will ask her (grand)children what they want
She can change her mind about the rewards in a late stage
Continues till the end “I can always make someone happy with a reward”
Redeems one or multiple rewards each
time
Redeems one or multiple rewards each
time
She aims high Sets goals one by one
Redeems one (maybe two) rewards
at a time as soon as she has enough
stamps
She waits till she can redeem everything she
wants
She stops when she has reached her target She stops when she is satisfied, but she may never reach this
point within the duration of the program
She dreams about having the products
at home
She really wants to have the rewards
Only likes the digital part of collecting, not the collecting itselfDoesn’t like collecting
Doens’t like or need the rewardsNeeds the rewards
Doesn’t have a goalHas a clear goal
Might redeem one item to see how it works in the appRedeems one or multiple rewards at a time when
he has enough stamps and remembers to redeem
Looses interest after he has explored the appStops when he has reached his goal
JOY
REWARD
GOAL
REDEEM
END
MOTIVATION & BEHAVIOR MAP: Stamps Program
What is a motivation & behavior map?
This map shows the different motivations and behaviors of participants in our loyalty programs. By looking at what drives
participants and what shapes their behavior we can identify opportunities and moments of truth for specific types of participants.
Six collector types based on the collector’s
motivations for participating in a loyalty
program are identified.
Collectors have different motivations and
drivers that affect their participation in
loyalty programs. The ideal experience for
each participant will depend on why they
are participating.
in collecting
drawn to
oriented
pattern
when to stop
Collectors behave differently during a
loyalty program. The most important
points for collectors during a program.
How to read the diagram?
The bubbles indicate the different points
along the collectors’ journey. The bigger
the bubble, the more important it is for the
collector. By looking at the biggest bubbles
for a collector you can see what matters to
them.
By reading the types from top to bottom
the order of the actions and moments in a
collector journey are explained. The points
are shown from top to bottom as they
occur in the collector’s journey. There are
four different points in a collector journey:
Size = importance to a
collector
Set goal
Ask others
to help
Increase
basket size
Increase visit
frequency
Being nice
to cashier
Explore
app
Give away
reward
Get stamps
from others
Buy
BSO’s
COLLECT ACTION
REDEEM ACTION
MOMENT OF TRUTH
STOP PARTICIPATION
How can we use this map?
This map gives insights on how to improve the loyalty program experience. We can not change the intrinsic motivation of
participants, but we can shape their behavior. By targeting participants opportunities and moments of truth we can improve their
experience and influence their collecting behavior.
How was this map created?
To uncover why and how people participate in loyalty programs we utilised various research methods. These methods include
context chatting, user interviews, Pulse UX tests, app statistics and transaction data. Both paper and digital programs were
studied: AH Kristalzegels (NL), AH Mes & Bestekzegels (NL), COOP Fontignac Knives (DK) and COOP Spiegelau Glasses (DK).
Made by: Miika, Lauren, Ricardo, Lotte,
Jan, Paul, Nikoleta, Arnoud, Ivo, Thiago,
Vivienne, Jeroen de Vrind, Jeroen Westen,
Rianne, Christian, Jaap, Karlijn, Jades,
Reinout, Holly, Anna and Emma.
COLLECTOR
TYPES
MOTIVATION
BEHAVIOR
;-)
MOT
A moment of truth is a
moment where a person
decides to stop or continue
with the program.
Collect actions are points
where a person performs
an action toward collecting
(different actions are
indicated with an icon).
Redeem actions show points
when the collector redeems.
Stop participation points
are when a collector decides
to stop participating. This
usually happens after a MOT
or a redeem action.
Our UX experts visualise your map
37. RLC 2016 - Getting Personal
Choose your Evolution or Revolution!
39. Mapping motivations to
create relevant experiences
Big data tells you what your customers do. Small data tells
you why. Getting personal is all about combining these two
kinds of data with Experience Mapping.
WHY
WHAT
HOW
An Experience Map is unlike a traditional customer journey
because it contains: segmentation on motivation, a holistic
customer journey, and focuses on moments of truth.
Experience Mapping is a fast and effective co-creation
activity that empowers you to create an evolution or
revolution in your customer experience!