Selling UCD - how to get buy-in & measure the value - Eventhandler, London 26...Anna Dahlström
Slides from my Eventhandler workshop on 26th of February about how to get buy-in for UCD and measure the value of UX initatives.
http://www.eventhandler.co.uk/events/uxnightclass-sellingucd
The following slide deck was presented at the Saskatchewan chapter of the Service Design Network's kick off event in Regina, Saskatchewan. It provides a high level overview of service design, some insights into creating journey maps and an approach for design sprints.
DDeBoard Customer Journey Maps: Visualizing an engaging customer experience S...ddeboard
My presentation provides an introduction to Customer Journey Maps, their purpose and how to create them. It discusses their components and the types of journey maps. Finally, I discussed the benefits of journey maps.
Design Thinking & Re-imagining the role of HRVikram Bhonsle
Let`s take a look at the applications of the "Design Mindset" in tackling modern day people conundrums. How can HR use design thinking to redefine and reshape HR strategies and processes to cater to a demanding and advanced workforce. A look also at select organizations who have carried this successfully and the business benefits.
In case you require instructor notes, do send me an email to bhonslevb@gmail.com
Scottrade and Understanding the Customer Journey: When Segmentation Isn’t EnoughEffective
Presented at Engagement & Experience Expo 2014 by:
• Gina Bhawalkar, assistant vice president of user experience and accessibility at Scottrade
• Lys Maitland, senior user experience designer at EffectiveUI
By nature, Scottrade, Inc., a leading investing services firm clearly focused on numbers, had ample data and information on its clients from a UX and marketing research standpoint. As the company worked to enhance its strategic vision for client experience and add new services and solutions, company leaders knew they needed to not only bring all of their customer research together, but also fill in some gaps to gain a deeper understanding and get a full picture of its audience – both current clients and potential clients they are looking to attract. Working in close collaboration with user experience agency EffectiveUI, Scottrade embarked on a comprehensive ethnographic study, interviewing 36 people in their own environments to uncover what trading and investing meant to their lives overall, how Scottrade fits into this, the tools they use, where they need guidance or help and how they feel along the way.
Scottrade came away with a better understanding of its clients and what they needed beyond what the company’s segmentation models provided. Scottrade is now actively working to turn what they learned into action and tailoring its tools around its audiences. This session will provide the following tips to customer experience professionals who also want to really know their customers:
• How to start the process of embarking on a large research project, including how to make sure stakeholders are on board
• How to combine ethnographic research with quantitative research for the best understanding
• How to bring participant stories from the research to life for team members who were not involved in the interviews
• How to effectively socialize personas and journey maps throughout an organization
• Using personas and journey maps to drive actual business decisions and initiatives
• Taking the next step in monitoring and addressing the customer pain points uncovered in the journey mapping process
As designers, we use empathy to solve critical leadership problems in our teams, and as servant leaders, our purpose is to serve others in a meaningful and productive manner.
Selling UCD - how to get buy-in & measure the value - Eventhandler, London 26...Anna Dahlström
Slides from my Eventhandler workshop on 26th of February about how to get buy-in for UCD and measure the value of UX initatives.
http://www.eventhandler.co.uk/events/uxnightclass-sellingucd
The following slide deck was presented at the Saskatchewan chapter of the Service Design Network's kick off event in Regina, Saskatchewan. It provides a high level overview of service design, some insights into creating journey maps and an approach for design sprints.
DDeBoard Customer Journey Maps: Visualizing an engaging customer experience S...ddeboard
My presentation provides an introduction to Customer Journey Maps, their purpose and how to create them. It discusses their components and the types of journey maps. Finally, I discussed the benefits of journey maps.
Design Thinking & Re-imagining the role of HRVikram Bhonsle
Let`s take a look at the applications of the "Design Mindset" in tackling modern day people conundrums. How can HR use design thinking to redefine and reshape HR strategies and processes to cater to a demanding and advanced workforce. A look also at select organizations who have carried this successfully and the business benefits.
In case you require instructor notes, do send me an email to bhonslevb@gmail.com
Scottrade and Understanding the Customer Journey: When Segmentation Isn’t EnoughEffective
Presented at Engagement & Experience Expo 2014 by:
• Gina Bhawalkar, assistant vice president of user experience and accessibility at Scottrade
• Lys Maitland, senior user experience designer at EffectiveUI
By nature, Scottrade, Inc., a leading investing services firm clearly focused on numbers, had ample data and information on its clients from a UX and marketing research standpoint. As the company worked to enhance its strategic vision for client experience and add new services and solutions, company leaders knew they needed to not only bring all of their customer research together, but also fill in some gaps to gain a deeper understanding and get a full picture of its audience – both current clients and potential clients they are looking to attract. Working in close collaboration with user experience agency EffectiveUI, Scottrade embarked on a comprehensive ethnographic study, interviewing 36 people in their own environments to uncover what trading and investing meant to their lives overall, how Scottrade fits into this, the tools they use, where they need guidance or help and how they feel along the way.
Scottrade came away with a better understanding of its clients and what they needed beyond what the company’s segmentation models provided. Scottrade is now actively working to turn what they learned into action and tailoring its tools around its audiences. This session will provide the following tips to customer experience professionals who also want to really know their customers:
• How to start the process of embarking on a large research project, including how to make sure stakeholders are on board
• How to combine ethnographic research with quantitative research for the best understanding
• How to bring participant stories from the research to life for team members who were not involved in the interviews
• How to effectively socialize personas and journey maps throughout an organization
• Using personas and journey maps to drive actual business decisions and initiatives
• Taking the next step in monitoring and addressing the customer pain points uncovered in the journey mapping process
As designers, we use empathy to solve critical leadership problems in our teams, and as servant leaders, our purpose is to serve others in a meaningful and productive manner.
Website Development Explained (abriged from "The Website Manager's Handbook")Shane Diffily
Website Development is a process for creating a new website or implementing changes to one already in use, e.g. adding a significant
new section to a live site.
This extract from "The Website Manager's Handbook" outlines the key activities involved & how they link together.
Designing a human centred mindset to lead at the edgeZaana Jaclyn
Workshop delivered by Huddle Academy for ALIA Online 2015, February 2, Sydney, Australia.
Workshop outline: Customer expectations are continually increasing, demanding more personalised and customised services and experiences. As a result, understanding your customers and designing services and experiences for them is critical in drawing them to engage with your organisation. Simultaneously it is essential to understand the people in your organisation and enable them to be adaptive to changing needs and to provide them with enjoyable and meaningful work experiences. This means being in service to your customers as well as the people who work in your organisation.
This one day workshop is for those who are seeking to be more effective leaders through developing a human centred mindset. It will focus on building your understanding of the value and principles of being human centred. These principles include putting people first through being empathic, curious, collaborative, and courageous. You will learn methods for how you can better understand your customers and your organisation for the benefit of designing and delivering amazing services and experiences. We will do this through a range of practical hands on activities where you will have the opportunity to experience a set of tools you can apply within your workplace.
Elliot Felix presented "Outside-In, Inside-Out: Designing Services Within Learning Spaces" at the 2014 EDUCAUSE Learning Initiative Fall Focus Session.
The Net Promoter Score - What can NPS Tell you about your User ExperienceUXPA International
While it’s obvious to us UX practitioners that any products or applications should focus on the needs and wants of the users, this type of mindset is not automatic in most profit-driven private organizations. As a result, we sometimes struggle with proving the value of users’ voice as a business priority. In this session, we share our experience of creating an NPS program at a Fortune 20 company in the U.S.. While the Net Promoter Score is not a UX metric in the traditional sense, using it strategically as an indicator of user experience has helped us build a growingly more user-centric culture at our organization. We will talk about our journey, share our tips and recommendations, and mostly things we thought could help you based on our lessons learned.
How Rapid Feedback improves the design process (Luke Jones, cxpartners)cxpartners
Working closely with clients helps get feedback as quickly and smoothly as possible. In this presentation Luke Jones explains how on a recent cxpartners project he improved collaboration by using the 'Rapid Feedback' method.
Getting into the Game: How EA Put User Research into PracticeEffective
Presented at Total Customer Experience, February 2015, by:
• Jordan Girman, group user experience director, EA
• Shane Johnston, lead experience planner, EffectiveUI
Personas and journey maps are becoming more commonplace these days, as companies realize the value of understanding their customers beyond their age, gender and income. Getting a clear picture of customers’ needs, goals, motivations and attitudes plays a critical role in designing products and solutions that resonate with your audience.
But what happens after the project is complete and the personas are delivered? In many cases, they may live in posters on the wall, or in a PowerPoint presentation in a file. How do companies make sure that their investment in this important research actually serves its purpose?
EA conducted a large ethnographic research project with user experience agency EffectiveUI, where 25 NHL and UFC gamers were observed playing their respective games and interviewed on expectations, perceptions and motivations. The result was a set of comprehensive persona profiles that clearly define EAs audiences for these specific games.
Through the lens of EA’s experience, this session will cover how to embark on a persona project within a large corporate culture, as well as how to keep personas alive beyond the deliverable and make them prevalent within the organization.
Design Thinking Process And Strategy For A New ProductUXDXConf
How could you use Design Thinking to find a compromise between users and business needs? How do you balance craftsmanship, communication and commercial awareness, managing external stakeholders?
In this talk, Roberta, Senior UX Designer and Team Leader at Booking.com, will walk you through her strategy to implement a challenging new product that defined her growth as leader in one of the world’s leading digital travel companies.
Jamin Hegeman - So you want to be a service designer - Productized16Productized
Service design is no longer new or unknown. The practice is maturing as service design firms gain experience and organizations start to bring service design in house. Journey maps are all the rage, and everyone is talking about designing for the end to end customer experience. So what does it take to be a great service designer? What need do service designers address? What is the craft of service design? How might you build service design into your team? This talk will address these questions, what service design looks like, and the future of service design.
New Frontiers: UX Professional as Business ConsultantCindy Chastain
We talk a lot about cross-channel experiences and how to address these new challenges as designers, but what about using our design skills, our hard won knowledge and empathy for customers to help companies decide what products and services will help grow their business? While companies are coming round to the value of customer experience, they're struggling to acquire the skills needed for creating and managing touch points as well as understanding and prioritizing needs. And when we're talking multi-channel ecosystems, who's better equipped to address this complexity than those who have the skill set to not only understand it, but to design it and guide how it's built.
From optimizing the cross-channel customer experience, to creating new product and service extensions, we're heading into a prime moment for bringing our toolkit into the business arena. This talk is meant to be both a thought starter a around how UX can begin to play a substantive role in a company's digital strategy. Using examples from my own experiences and input from a variety of seasoned practitioners, we'll examine the challenges and map the opportunities across our own journey as UX professionals who are starting to think about what's next.
Brief introduction to service design, personas and journey mapping. This presentation was part of a Customer Experience workshop organized by B.U.I.L.D, from Entrepreneurs Anonymous.
Beginning any interaction design project with an understanding of the user as well as clear design principles for the solution can make a huge difference to the quality of the product, and your bottom line. Presentation includes a discussion of the difference between BA and UX and how the practices support and enhance each other.
Why is this so hard? Understanding the challenges that inhibit design in your...Adam Connor
Design has been heralded as the savior of product and service offerings, and lately companies are scrambling to pick up designers everywhere they can find them. Innovation centers are springing up like mushrooms and it seems everybody is talking about the importance of knowing and understanding their audience. However, these new ways of working and thinking don’t seem to take hold, so people keep doing things the way they´ve always done them and users continue to suffer.
What causes these organizations with such good intentions and great talent to struggle?
An organization may be aware that it needs to change, but knowing what and how to change is hard. And for change to happen, organizations have to be ready for change. Using culture as a lens, we examine how people work together, how they believe things should work, and which values they share.
I created this framework with help from the greater UX team & strategy team at Trapeze. (http://www.trapeze.com)
It's currently being actively used at the agency. Trapeze was nice enough to allow me to share it with the world.
Hope everyone finds tons of value in it.
Website Development Explained (abriged from "The Website Manager's Handbook")Shane Diffily
Website Development is a process for creating a new website or implementing changes to one already in use, e.g. adding a significant
new section to a live site.
This extract from "The Website Manager's Handbook" outlines the key activities involved & how they link together.
Designing a human centred mindset to lead at the edgeZaana Jaclyn
Workshop delivered by Huddle Academy for ALIA Online 2015, February 2, Sydney, Australia.
Workshop outline: Customer expectations are continually increasing, demanding more personalised and customised services and experiences. As a result, understanding your customers and designing services and experiences for them is critical in drawing them to engage with your organisation. Simultaneously it is essential to understand the people in your organisation and enable them to be adaptive to changing needs and to provide them with enjoyable and meaningful work experiences. This means being in service to your customers as well as the people who work in your organisation.
This one day workshop is for those who are seeking to be more effective leaders through developing a human centred mindset. It will focus on building your understanding of the value and principles of being human centred. These principles include putting people first through being empathic, curious, collaborative, and courageous. You will learn methods for how you can better understand your customers and your organisation for the benefit of designing and delivering amazing services and experiences. We will do this through a range of practical hands on activities where you will have the opportunity to experience a set of tools you can apply within your workplace.
Elliot Felix presented "Outside-In, Inside-Out: Designing Services Within Learning Spaces" at the 2014 EDUCAUSE Learning Initiative Fall Focus Session.
The Net Promoter Score - What can NPS Tell you about your User ExperienceUXPA International
While it’s obvious to us UX practitioners that any products or applications should focus on the needs and wants of the users, this type of mindset is not automatic in most profit-driven private organizations. As a result, we sometimes struggle with proving the value of users’ voice as a business priority. In this session, we share our experience of creating an NPS program at a Fortune 20 company in the U.S.. While the Net Promoter Score is not a UX metric in the traditional sense, using it strategically as an indicator of user experience has helped us build a growingly more user-centric culture at our organization. We will talk about our journey, share our tips and recommendations, and mostly things we thought could help you based on our lessons learned.
How Rapid Feedback improves the design process (Luke Jones, cxpartners)cxpartners
Working closely with clients helps get feedback as quickly and smoothly as possible. In this presentation Luke Jones explains how on a recent cxpartners project he improved collaboration by using the 'Rapid Feedback' method.
Getting into the Game: How EA Put User Research into PracticeEffective
Presented at Total Customer Experience, February 2015, by:
• Jordan Girman, group user experience director, EA
• Shane Johnston, lead experience planner, EffectiveUI
Personas and journey maps are becoming more commonplace these days, as companies realize the value of understanding their customers beyond their age, gender and income. Getting a clear picture of customers’ needs, goals, motivations and attitudes plays a critical role in designing products and solutions that resonate with your audience.
But what happens after the project is complete and the personas are delivered? In many cases, they may live in posters on the wall, or in a PowerPoint presentation in a file. How do companies make sure that their investment in this important research actually serves its purpose?
EA conducted a large ethnographic research project with user experience agency EffectiveUI, where 25 NHL and UFC gamers were observed playing their respective games and interviewed on expectations, perceptions and motivations. The result was a set of comprehensive persona profiles that clearly define EAs audiences for these specific games.
Through the lens of EA’s experience, this session will cover how to embark on a persona project within a large corporate culture, as well as how to keep personas alive beyond the deliverable and make them prevalent within the organization.
Design Thinking Process And Strategy For A New ProductUXDXConf
How could you use Design Thinking to find a compromise between users and business needs? How do you balance craftsmanship, communication and commercial awareness, managing external stakeholders?
In this talk, Roberta, Senior UX Designer and Team Leader at Booking.com, will walk you through her strategy to implement a challenging new product that defined her growth as leader in one of the world’s leading digital travel companies.
Jamin Hegeman - So you want to be a service designer - Productized16Productized
Service design is no longer new or unknown. The practice is maturing as service design firms gain experience and organizations start to bring service design in house. Journey maps are all the rage, and everyone is talking about designing for the end to end customer experience. So what does it take to be a great service designer? What need do service designers address? What is the craft of service design? How might you build service design into your team? This talk will address these questions, what service design looks like, and the future of service design.
New Frontiers: UX Professional as Business ConsultantCindy Chastain
We talk a lot about cross-channel experiences and how to address these new challenges as designers, but what about using our design skills, our hard won knowledge and empathy for customers to help companies decide what products and services will help grow their business? While companies are coming round to the value of customer experience, they're struggling to acquire the skills needed for creating and managing touch points as well as understanding and prioritizing needs. And when we're talking multi-channel ecosystems, who's better equipped to address this complexity than those who have the skill set to not only understand it, but to design it and guide how it's built.
From optimizing the cross-channel customer experience, to creating new product and service extensions, we're heading into a prime moment for bringing our toolkit into the business arena. This talk is meant to be both a thought starter a around how UX can begin to play a substantive role in a company's digital strategy. Using examples from my own experiences and input from a variety of seasoned practitioners, we'll examine the challenges and map the opportunities across our own journey as UX professionals who are starting to think about what's next.
Brief introduction to service design, personas and journey mapping. This presentation was part of a Customer Experience workshop organized by B.U.I.L.D, from Entrepreneurs Anonymous.
Beginning any interaction design project with an understanding of the user as well as clear design principles for the solution can make a huge difference to the quality of the product, and your bottom line. Presentation includes a discussion of the difference between BA and UX and how the practices support and enhance each other.
Why is this so hard? Understanding the challenges that inhibit design in your...Adam Connor
Design has been heralded as the savior of product and service offerings, and lately companies are scrambling to pick up designers everywhere they can find them. Innovation centers are springing up like mushrooms and it seems everybody is talking about the importance of knowing and understanding their audience. However, these new ways of working and thinking don’t seem to take hold, so people keep doing things the way they´ve always done them and users continue to suffer.
What causes these organizations with such good intentions and great talent to struggle?
An organization may be aware that it needs to change, but knowing what and how to change is hard. And for change to happen, organizations have to be ready for change. Using culture as a lens, we examine how people work together, how they believe things should work, and which values they share.
I created this framework with help from the greater UX team & strategy team at Trapeze. (http://www.trapeze.com)
It's currently being actively used at the agency. Trapeze was nice enough to allow me to share it with the world.
Hope everyone finds tons of value in it.
UX behind the firewall: Designing engaging experiences for employeesJames Robertson
While UX is having a great impact in the consumer-facing space, "cubeland" has remained the place that UX goes to die. By aiming to deliver enterprise solutions that surprise and delight, UX can deliver much-needed business benefits. Presented by James Robertson at the VanUE meeting in Vancouver, October 2013.
The Prairie Initiative is a family of projects that aim to make Drupal.org a more supportive environment for people who are new to the community and a more productive environment for our contributors.
Experience strategy with UX designer as protagonistAnthony Colfelt
From www.johnnyholland.org "Colfelt gave a number of memorable metaphors for UX design in his presentation, backed up with his work at UX consultancy Different. Beginning with the solar system of UX (currently tech is the sun, circled by the business, which is circled by customer experience), he suggested that to counter this and allow user experience happen earlier in the project management process, UX designers should be like the ultimate protagonist – Arnold Schwartzenegger.
His key takeaways were that experience research should be like a shield (no holes, scientifically implemented) as it could then be used to avoid costly mistakes downstream."
Presentation about selling UX to coders at NordiCHI2014
Maarit Laanti 28.10.2014
NordiCHI2014 is the 8th Nordic Conference on Human-Computer Interaction
Maarit Laanti
UX strategy lacks strategy, it is usually just a glorified waterfall process, even agile processes are just incremental waterfall. This presentation tells the current state of UX strategy in pictures while it outlines a real UX Strategy in words.
Whether you are a team of one, or in a big UX team, at some point in your career, you will find yourself having to demonstrate and explain the value of UX in a project or even in a company, if you haven’t already.
As part of a UX conference on the theme, "how do you UX", I explore ways we can have these dialogues with varying audiences. The discussion can vary from explaining what UX is and hosting/ facilitating workshops internally to show the process to your peers, to the ROI of UX to senior management in order to resource additional budgeting, or even to clients as new business pitches.
This presentation will discuss barriers that might come up and techniques on how to sell UX to different audiences.
UX Jiu Jitsu is a talk about how UX can reshape itself in an organization with little UX exposure. Use these tips to increase your ability to deliver UX to your business.
Business sees a high level value in UX because it's where the money is, but something in our process is breaking down. Get some practical advice on UX process with UX Jiu Jitsu.
A one day workshop to practice bringing user or customer insights--ones we glean through observing our own experience--all the way through the design process. Includes notes from a conversation about barriers to implementing this approach in a variety of workplaces.
Slides from the UX 101 presentation by Abe Abe Crystal of MoreBetterLabs, given to the Carolina Chapter of STC on Feb 17, 2011. See http://www.stc-carolina.org/User+Experience+101 for details.
UX Discovery: Your Secret Weapon To Business SuccessHelena Hill
Find out how the UX Discovery Phase can help your business increase revenue by asking the right questions upfront. Spending time researching your customers, competitors and measuring your 'here and now' will give your business the differentiator it needs to succeed.
Customer expectations are higher than ever and with disruptive new services coming into the market at a rapid rate, UX is a critical element of success.
What is the User Experience profession anyway and why are we doing this work? I want to help people make products people love. Some of us in the field are making products people love - what are they doing differently? What is Agile and how do we fit in? How do we rethink our profession in this world where technology and implementation move so fast? Get back to the core of what we do: connect customers and companies; understand our users (not just the ones who use the product, but those who use our services) and focus on the value we offer. Not the value of the test or the report, but the value of the intelligence we provide. The landscape has changed: people have higher expectations about the products and service they use. Things should just work, they shouldn't be hard. How can we help companies and product teams get there? This talk would be my take on the subject, I would love to hear yours too.
A 45min workshop sponsored by General Assembly Boston at the 2015 BostInno State of Innovation conference
The presentation discusses factors that naturally occur as a product startup grows and how the user experience design process offers a path to continued success.
http://www.generalassemb.ly/boston
http://bostonstateofinnovation.com
A big thanks to @johnmaeda of @kpcb whose "Design in Tech" deck was an inspiration in creating this. Check it out here: http://www.slideshare.net/kleinerperkins/design-in-tech-report-2015
Marketing is dead, long live user experienceNeil Allison
Presented at the Chartered Institute of Marketing, Higher Education Market Interest Group Annual Conference, 21 March, 2013.
Presenters: Dawn Ellis and Neil Allison, University of Edinburgh Website Programme.
UXSG2014 Workshop (Day 1) - Leading UX (Trend Micro)ux singapore
Leading UX - are you kidding me?
Facilitated by
Hsin Olive Eu
Director, HIE
Trend Micro, Taiwan
and
Mike Chou
Staff UX Designer, HIE
Trend Micro, Taiwan
Our UX Designer Nádia Ferreira attended this year's EuroIA conference in Brussels. This debrief offers a glimpse on the topics that were discussed and sums up our most important learnings.
User Experience Research: Deriving Insights for Customer DevelopmentNoreen Whysel
Workshop on deriving insights for Customer Development with user experience research techniques. Presented to Project 2.8 cohort of entrepreneur women hosted by the Columbia Venture Community.
The user group you never knew you had ux camp 2015Hello Group
'The user group you never knew you had' is about designing for the experience of the stakeholders who sponsor either internal or external projects. As designers we immediately think of the end users but without subject matter experts, middle managers and corporate sponsors our job would be much harder. In the talk Mette Riisgaard Andresen and Henriette Hosbond describe tactics to ensure to get these key people on board in the design process. Originally shown at UX Camp Copenhagen 2015.
This deck covers:
What is user experience design?
How lean concepts changed our approach to UXD
How to begin a successful UX project
How to implement user research to get actionable insight
UX for start-ups, presented to start-ups in Wayra, LondonKarl Saynor
What is UX? Should start-ups care? How can start-ups get going with UX? Top 10 UX tips for start-ups. A presentation given to a group of funded start-ups participating in Telefonica's incubator programme, Wayra.
Similar to Selling UCD: Getting buy-in and measuring the value of UX (20)
UiPath Test Automation using UiPath Test Suite series, part 4DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 4. In this session, we will cover Test Manager overview along with SAP heatmap.
The UiPath Test Manager overview with SAP heatmap webinar offers a concise yet comprehensive exploration of the role of a Test Manager within SAP environments, coupled with the utilization of heatmaps for effective testing strategies.
Participants will gain insights into the responsibilities, challenges, and best practices associated with test management in SAP projects. Additionally, the webinar delves into the significance of heatmaps as a visual aid for identifying testing priorities, areas of risk, and resource allocation within SAP landscapes. Through this session, attendees can expect to enhance their understanding of test management principles while learning practical approaches to optimize testing processes in SAP environments using heatmap visualization techniques
What will you get from this session?
1. Insights into SAP testing best practices
2. Heatmap utilization for testing
3. Optimization of testing processes
4. Demo
Topics covered:
Execution from the test manager
Orchestrator execution result
Defect reporting
SAP heatmap example with demo
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Securing your Kubernetes cluster_ a step-by-step guide to success !KatiaHIMEUR1
Today, after several years of existence, an extremely active community and an ultra-dynamic ecosystem, Kubernetes has established itself as the de facto standard in container orchestration. Thanks to a wide range of managed services, it has never been so easy to set up a ready-to-use Kubernetes cluster.
However, this ease of use means that the subject of security in Kubernetes is often left for later, or even neglected. This exposes companies to significant risks.
In this talk, I'll show you step-by-step how to secure your Kubernetes cluster for greater peace of mind and reliability.
Slack (or Teams) Automation for Bonterra Impact Management (fka Social Soluti...Jeffrey Haguewood
Sidekick Solutions uses Bonterra Impact Management (fka Social Solutions Apricot) and automation solutions to integrate data for business workflows.
We believe integration and automation are essential to user experience and the promise of efficient work through technology. Automation is the critical ingredient to realizing that full vision. We develop integration products and services for Bonterra Case Management software to support the deployment of automations for a variety of use cases.
This video focuses on the notifications, alerts, and approval requests using Slack for Bonterra Impact Management. The solutions covered in this webinar can also be deployed for Microsoft Teams.
Interested in deploying notification automations for Bonterra Impact Management? Contact us at sales@sidekicksolutionsllc.com to discuss next steps.
GraphRAG is All You need? LLM & Knowledge GraphGuy Korland
Guy Korland, CEO and Co-founder of FalkorDB, will review two articles on the integration of language models with knowledge graphs.
1. Unifying Large Language Models and Knowledge Graphs: A Roadmap.
https://arxiv.org/abs/2306.08302
2. Microsoft Research's GraphRAG paper and a review paper on various uses of knowledge graphs:
https://www.microsoft.com/en-us/research/blog/graphrag-unlocking-llm-discovery-on-narrative-private-data/
LF Energy Webinar: Electrical Grid Modelling and Simulation Through PowSyBl -...DanBrown980551
Do you want to learn how to model and simulate an electrical network from scratch in under an hour?
Then welcome to this PowSyBl workshop, hosted by Rte, the French Transmission System Operator (TSO)!
During the webinar, you will discover the PowSyBl ecosystem as well as handle and study an electrical network through an interactive Python notebook.
PowSyBl is an open source project hosted by LF Energy, which offers a comprehensive set of features for electrical grid modelling and simulation. Among other advanced features, PowSyBl provides:
- A fully editable and extendable library for grid component modelling;
- Visualization tools to display your network;
- Grid simulation tools, such as power flows, security analyses (with or without remedial actions) and sensitivity analyses;
The framework is mostly written in Java, with a Python binding so that Python developers can access PowSyBl functionalities as well.
What you will learn during the webinar:
- For beginners: discover PowSyBl's functionalities through a quick general presentation and the notebook, without needing any expert coding skills;
- For advanced developers: master the skills to efficiently apply PowSyBl functionalities to your real-world scenarios.
Neuro-symbolic is not enough, we need neuro-*semantic*Frank van Harmelen
Neuro-symbolic (NeSy) AI is on the rise. However, simply machine learning on just any symbolic structure is not sufficient to really harvest the gains of NeSy. These will only be gained when the symbolic structures have an actual semantics. I give an operational definition of semantics as “predictable inference”.
All of this illustrated with link prediction over knowledge graphs, but the argument is general.
Kubernetes & AI - Beauty and the Beast !?! @KCD Istanbul 2024Tobias Schneck
As AI technology is pushing into IT I was wondering myself, as an “infrastructure container kubernetes guy”, how get this fancy AI technology get managed from an infrastructure operational view? Is it possible to apply our lovely cloud native principals as well? What benefit’s both technologies could bring to each other?
Let me take this questions and provide you a short journey through existing deployment models and use cases for AI software. On practical examples, we discuss what cloud/on-premise strategy we may need for applying it to our own infrastructure to get it to work from an enterprise perspective. I want to give an overview about infrastructure requirements and technologies, what could be beneficial or limiting your AI use cases in an enterprise environment. An interactive Demo will give you some insides, what approaches I got already working for real.
Dev Dives: Train smarter, not harder – active learning and UiPath LLMs for do...UiPathCommunity
💥 Speed, accuracy, and scaling – discover the superpowers of GenAI in action with UiPath Document Understanding and Communications Mining™:
See how to accelerate model training and optimize model performance with active learning
Learn about the latest enhancements to out-of-the-box document processing – with little to no training required
Get an exclusive demo of the new family of UiPath LLMs – GenAI models specialized for processing different types of documents and messages
This is a hands-on session specifically designed for automation developers and AI enthusiasts seeking to enhance their knowledge in leveraging the latest intelligent document processing capabilities offered by UiPath.
Speakers:
👨🏫 Andras Palfi, Senior Product Manager, UiPath
👩🏫 Lenka Dulovicova, Product Program Manager, UiPath
JMeter webinar - integration with InfluxDB and GrafanaRTTS
Watch this recorded webinar about real-time monitoring of application performance. See how to integrate Apache JMeter, the open-source leader in performance testing, with InfluxDB, the open-source time-series database, and Grafana, the open-source analytics and visualization application.
In this webinar, we will review the benefits of leveraging InfluxDB and Grafana when executing load tests and demonstrate how these tools are used to visualize performance metrics.
Length: 30 minutes
Session Overview
-------------------------------------------
During this webinar, we will cover the following topics while demonstrating the integrations of JMeter, InfluxDB and Grafana:
- What out-of-the-box solutions are available for real-time monitoring JMeter tests?
- What are the benefits of integrating InfluxDB and Grafana into the load testing stack?
- Which features are provided by Grafana?
- Demonstration of InfluxDB and Grafana using a practice web application
To view the webinar recording, go to:
https://www.rttsweb.com/jmeter-integration-webinar
DevOps and Testing slides at DASA ConnectKari Kakkonen
My and Rik Marselis slides at 30.5.2024 DASA Connect conference. We discuss about what is testing, then what is agile testing and finally what is Testing in DevOps. Finally we had lovely workshop with the participants trying to find out different ways to think about quality and testing in different parts of the DevOps infinity loop.
Epistemic Interaction - tuning interfaces to provide information for AI supportAlan Dix
Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
Epistemic Interaction - tuning interfaces to provide information for AI support
Selling UCD: Getting buy-in and measuring the value of UX
1. Selling UCD
!
!
Getting buy-in & measuring the value of UX
by Anna Dahlström | @annadahlstrom
London, 26 Feb 2014
www.flickr.com/photos/jmsmith000/3169546564
2. Just to be clear…
this workshop is not about selling
www.flickr.com/photos/triciawang/2776264432/sizes/l/in/photostream/
3. It’s about communication, collaboration &
tangible ways to demonstrate + measure the
value of UX
Image via Shutterstock
4. We all know that
what we do adds value…
www.flickr.com/photos/31878512@N06/4623931527
7. Not enough budget
Brought in too late
Not included in
meetings
No budget
allocated
No direct contact
with the client
The company
doesn’t prioritise it
Not enough time allocated
Deliverables & timelines are
promised without consulting us
The client doesn’t
prioritise it
I just don’t know how
to make it tangible
The situations we
may come across
www.flickr.com/photos/ansik/205993142
8. “ It will create a better user experience and make
customers happier.”
- Said by many UX people lost for words & tools to explain & demonstrate the value of UX
www.flickr.com/photos/jmsmith000/3169546564
9. Not enough budget
Brought in too late
Not included in
meetings
No budget
allocated
No direct contact
with the client
The company
doesn’t prioritise it
Not enough time allocated
Deliverables & timelines are
promised without consulting us
The client doesn’t
prioritise it
I just don’t know how
to make it tangible
…and we’re back
where we started
www.flickr.com/photos/ansik/205993142
10. Tonight’s agenda
1. Getting buy-in & why it matters
2. Approaches for getting buy-in
Exercise
Break
3. How to measure the value & success of UCD
Exercise
4. Defining a UX metrics plan
Exercise
5. Q & A
12. “ Any company that has not yet realised making the
customer successful is the key to profit and survival is
either delusional or on its way out of business.”
- Greg Nudelman,
UXmatters article ‘Experience Partners: Giving Center Stage to Customer Delight’
www.flickr.com/photos/jmsmith000/3169546564
13. But using our lingo
doesn’t cut it
Created using Wordle
14. “ You need to understand where your peers in
other disciplines are coming from and communicate
the message of UX to them in terms they can
understand.”
- Pabini Gabriel-Petit, UX Matters
www.flickr.com/photos/jmsmith000/3169546564
15. Who we work with
The design team
“The suits”
Our closest allies
who we’ll be doing
the work with
In charge of
budgets, timings,
internal & client
relationships
Finance & board
The client
The client’s bosses
The actual
Our closest point The ones who in
decision makers of contact & key the end make the
with the key to
stakeholder
decision & allocate
the budget
the budget
16. Some typical challenges
The design team
•
•
•
Erhmm…UX what?
•
How does this impact
my role?
•
Isn’t UX just common
sense?
•
Do we really need it?
What do you do?
How does this affect
me?
“The suits”
•
Finance & board
How does this impact
our process?
•
•
How much (more) does
it cost?
•
•
How does it impact
timings?
•
How do we incorporate
it into the project plan?
•
•
That sounds expensive
•
How can we sell it to
clients?
How can we justify the
cost?
The client
What is UX?
How much value will it
bring?
•
•
•
•
Will it be worth the
cost?
•
•
Do we need to pay
extra for it?
How can we measure
it?
•
How can I justify the
additional time?
•
How can I justify the
additional cost?
How do I know this will
add value?
Do we need it?
Isn’t that just common
sense?
The client’s bosses
•
What impact does this
have on the bottom line?
•
How much is it going to
cost me?
•
What return will it bring
compared to our other
initiatives?
•
Is this really a priority?
17. Challenges
•
•
•
•
•
•
•
Not understanding UX - what it is, how
you work with it and what it brings
Not knowing when to involve UX people
Not knowing where UX fits in the
company process
Seeing UX as an after thought
Not allowing enough time or seeing the
need to allocate time for UX activities
Not seeing the need to spend budget
on UX activities
Not having clear data or reasons behind
decision making
Opportunities
•
•
•
•
•
•
•
Create co-ownership & excitement
around UX
Being invited to & involved in meetings
Integrating UCD into the process and
company
Being involved from the start
Ensuring the time & resources that are
needed are given to you
Ensuring clients approve budgets and
proposed project outlines
Help with prioritisation & design
decisions as well as supporting
ongoing iterations
22. We need to assess the UX readiness
of organisations & individuals
www.flickr.com/photos/lendingmemo/11746255104
23. 9 questions to assess UX readiness
1. How are products designed and developed today? Where can UX integrate?
2. What is the company vision? Does it use the right words that make it receptive to a UX sell?
3. Who is working on design today? Where does it sit in the organization and who owns it?
4. Is there anyone at the strategic level championing UX currently?
5. Is there anyone at the product or project level championing UX currently?
6. What are their high profile products and services? What are they doing well? How could UX
help? What UX learnings are there? How could you use these as stories that tell why UX is a
good thing?
7. How can you help teams work better toward meeting a UX vision?
8. What does the company know about their customers today? How do they know it? How can
you help them learn more? How can you compliment their current understanding?
9. What type of culture exists now? Is the organization engineering-centric, design-centric,
sales-and-marketing-centric, or something else?
- By Paul Sherman, Daniel Szuc, and John Rhodes, UX Matters: Evangelizing UX Across an Entire Organization
24. Directive
we take the leadership role & make decisions
vs
Collaborative
we advise & provide guidance but don’t decide
26. Directive
we take the leadership role & make decisions
plus
Collaborative
we advise & provide guidance but don’t decide
27. “ You need to understand where your peers in
other disciplines are coming from and communicate
the message of UX to them in terms they can
understand.”
- Pabini Gabriel-Petit, UX Matters
www.flickr.com/photos/jmsmith000/3169546564
28. Some typical challenges
The design team
•
•
•
Erhmm…UX what?
•
How does this impact
my role?
•
Isn’t UX just common
sense?
•
Do we really need it?
What do you do?
How does this affect
me?
“The suits”
•
Finance & board
How does this impact
our process?
•
•
How much (more) does
it cost?
•
•
How does it impact
timings?
•
How do we incorporate
it into the project plan?
•
•
That sounds expensive
•
How can we sell it to
clients?
How can we justify the
cost?
The client
What is UX?
How much value will it
bring?
•
•
•
•
Will it be worth the
cost?
•
•
Do we need to pay
extra for it?
How can we measure
it?
•
How can I justify the
additional time?
•
How can I justify the
additional cost?
How do I know this will
add value?
Do we need it?
Isn’t that just common
sense?
The client’s bosses
•
What impact does this
have on the bottom line?
•
How much is it going to
cost me?
•
What return will it bring
compared to our other
initiatives?
•
Is this really a priority?
29. Don’t make it
a personal matter
www.flickr.com/photos/activars/6803363788
30. Addressing the challenges
The design team
“The suits”
Finance & board
The client
The client’s bosses
•
Make them
understand
•
Educate & make it easy
to explain
•
Educate & demonstrate
the value of UX
•
Explain & educate on
UX & the process
•
Demonstrate the value
of UX to the business
•
Show how you can
help
•
Help with estimates &
project plans
•
Be clear on how UX
can be measured
•
Make them part of the
UX process
Give them numbers
•
•
Adjust and fit in
•
Equip them with
arguments & tools
•
•
Give them numbers
•
•
•
•
Make UX co-owned
•
Make them excited
Create excitement
around UX
•
Make UX co-owned
Explain limitations &
dependencies
Tie in with business
objectives & goals
•
Help them justify
costs & times
•
Make them look good
Tie in with business
objectives & goals
!
31. Involve & build shared
understanding and ownership
IImage via Shutterstock
32. As well as
give something tangible
IImage via Shutterstock
33. Time for the
first exercise
www.flickr.com/photos/suttonhoo22/2070700035
34. 01 HANDLING
CHALLENGES
Thinking back at your own experiences, discuss in groups the challenges that you
normally face and some ways to address them.
1. What are the challenges you come across the most?
2. How would you handle them (differently) based on what we’ve discussed today?
www.flickr.com/photos/pinkpurse/5355919491
35. Not enough budget
Brought in too late
Not included in
meetings
No budget
allocated
No direct contact
with the client
The company
doesn’t prioritise it
Not enough time allocated
Deliverables & timelines are
promised without consulting us
The client doesn’t
prioritise it
I just don’t know how
to make it tangible
The situations we
may come across
www.flickr.com/photos/ansik/205993142
36. Some typical challenges
The design team
•
•
•
Erhmm…UX what?
•
How does this impact
my role?
•
Isn’t UX just common
sense?
•
Do we really need it?
What do you do?
How does this affect
me?
“The suits”
•
Finance & board
How does this impact
our process?
•
•
How much (more) does
it cost?
•
•
How does it impact
timings?
•
How do we incorporate
it into the project plan?
•
•
That sounds expensive
•
How can we sell it to
clients?
How can we justify the
cost?
The client
What is UX?
How much value will it
bring?
•
•
•
•
Will it be worth the
cost?
•
•
Do we need to pay
extra for it?
How can we measure
it?
•
How can I justify the
additional time?
•
How can I justify the
additional cost?
How do I know this will
add value?
Do we need it?
Isn’t that just common
sense?
The client’s bosses
•
What impact does this
have on the bottom line?
•
How much is it going to
cost me?
•
What return will it bring
compared to our other
initiatives?
•
Is this really a priority?
37. Addressing the challenges
The design team
“The suits”
Finance & board
The client
The client’s bosses
•
Make them
understand
•
Educate & make it easy
to explain
•
Educate & demonstrate
the value of UX
•
Explain & educate on
UX & the process
•
Demonstrate the value
of UX to the business
•
Show how you can
help
•
Help with estimates &
project plans
•
Be clear on how UX
can be measured
•
Make them part of the
UX process
Give them numbers
•
•
Adjust and fit in
•
Equip them with
arguments & tools
•
•
Give them numbers
•
•
•
•
Make UX co-owned
•
Make them excited
Create excitement
around UX
•
Make UX co-owned
Explain limitations &
dependencies
Tie in with business
objectives & goals
•
Help them justify
costs & times
•
Make them look good
Tie in with business
objectives & goals
!
38. 10 minutes
01 HANDLING
CHALLENGES
Thinking back at your own experiences, discuss in groups the challenges that you
normally face and some ways to address them.
1. What are the challenges you come across the most?
2. How would you handle them (differently) based on what we’ve discussed today?
www.flickr.com/photos/pinkpurse/5355919491
40. “ If you can’t measure it you can’t manage it.”
- Steve Fleming, HFI Connect
www.flickr.com/photos/jmsmith000/3169546564
41. What we do
isn’t guess work
IImage via Shutterstock
42. Understanding
the broader picture
From Adaptive Path - The Anatomy of an Experience Map http://www.adaptivepath.com/ideas/the-anatomy-of-an-experience-map/
43. From Adaptive Path - The Anatomy of an Experience Map http://www.adaptivepath.com/ideas/the-anatomy-of-an-experience-map/
44. From UX lady - Experience maps, user journeys and more… www.ux-lady.com/experience-maps-user-journey-and-more-exp-map-layou
45. The site
knows me
& what I
want
Hygiene
Feel good
Delight
Identify key points for experience goals
Awareness
Consideration
Purchase
Post purchase
46. UX Matters ‘Communicating the UX Value Proposition - http://uxmag.com/articles/communicating-the-ux-value-proposition
54. Metrics we’ll look at
• Conversion rates
• Average revenue per customer
• Support costs
• User performance
• Net promoter score
www.flickr.com/photos/suttonhoo22/2070700035
55. 01
Conversion rate
What it is about
“ Conversion might measure the number of sales
on an ecommerce Web site in comparison to the
number of visits, the number of product requests
customers submit on a bank Web site, or the number
of new registrations for a paid service.”
- Yury Vetrov, UX Matters
How to Calculate the ROI of UX Using Metrics
www.flickr.com/photos/jmsmith000/3169546564
56. 02
Average revenue per user
What it is about
“ For both subscription-based applications and
services and those that use a freemium model and rely
on regular user participation, the average revenue per
user (ARPU) metric is highly important.”
- Yury Vetrov, UX Matters
How to Calculate the ROI of UX Using Metrics
www.flickr.com/photos/jmsmith000/3169546564
57. 03
Support costs
What it is about
“ Any commercial product presents post-sales
liabilities to your clients. First among these is the cost
of providing support services.”
- Yury Vetrov, UX Matters
How to Calculate the ROI of UX Using Metrics
www.flickr.com/photos/jmsmith000/3169546564
58. 04
User performance
What it is about
“ When users work with a product on a regular
basis and repeatedly perform the same operations day
after day, optimizing these operations is always
beneficial.”
- Yury Vetrov, UX Matters
How to Calculate the ROI of UX Using Metrics
www.flickr.com/photos/jmsmith000/3169546564
59. 05
Net promoter score
What it is about
“ It is based on the fundamental premise that
customers can be divided into three groups Promoters, Passives, Detractors [and] empirical
research has shown that there is a striking correlation
between the customer grouping and actual behaviour
– repeat purchase and referral patters - over time.”
- Bernard Marr
A Single Measure of Business Success?
www.flickr.com/photos/jmsmith000/3169546564
61. 02 UX VALUE
PROPOSITION
Your company are in discussions about doing a re-design of a big retail
website. The main objectives are to increase conversions (sales), provide a
customised experience, and decrease the number of customer support calls
and emails the company receives.
1. Using UX Matters’ framework, define and map the UX value proposition
www.flickr.com/photos/pinkpurse/5355919491
62. UX Matters ‘Communicating the UX Value Proposition - http://uxmag.com/articles/communicating-the-ux-value-proposition
63. From Adaptive Path - The Anatomy of an Experience Map http://www.adaptivepath.com/ideas/the-anatomy-of-an-experience-map/
64. From UX lady - Experience maps, user journeys and more… www.ux-lady.com/experience-maps-user-journey-and-more-exp-map-layou
65. The site
knows me
& what I
want
Hygiene
Feel good
Delight
Identify key points for experience goals
Awareness
Consideration
Purchase
Post purchase
66. 20 minutes
02 UX VALUE
PROPOSITION
Your company are in discussions about doing a re-design of a big retail
website. The main objectives are to increase conversions (sales), provide a
customised experience, and decrease the number of customer support calls
and emails the company receives.
1. Using UX Matters framework, define and map the UX value proposition
www.flickr.com/photos/pinkpurse/5355919491
70. Metrics we’ll look at
• Conversion rates
• Average revenue per customer
• Support costs
• User performance
• Net promoter score
www.flickr.com/photos/suttonhoo22/2070700035
71. What it means
When to use it
How to use it
The good, the bad & how to validate it
72. Step 1: starting metric
Where you are now & what you’ll be comparing against
Step 2: target metric
What you need, or where you want to/ need get to
Step 3: validating & applying conversion rates
Understanding limitations, dependencies & influencing factors
73. 01
Conversion rate
What it is about
“ Conversion might measure the number of sales
on an ecommerce Web site in comparison to the
number of visits, the number of product requests
customers submit on a bank Web site, or the number
of new registrations for a paid service..”
- Yury Vetrov, UX Matters
How to Calculate the ROI of UX Using Metrics
www.flickr.com/photos/jmsmith000/3169546564
74. 01
Conversion rate
The formula
number of people who complete [task] / number of site
visitors * 100% = conversion rate (%)
!
75. 01
Conversion rate
What it requires
An understanding of:
1. The process you’re trying to measure e.g. the purchase
2. The actions a customer must take
3. Insights from analytics & data
4. Barriers and pain points in current flow
5. How UX initiatives can support or improve it
76. 01
Conversion rate
What it involves
Step 1: starting conversion rate
The current conversion rate, or that of competitors
Step 2: target conversion rate
What you need, or where you want to/ need get to
Step 3: validating & applying conversion rates
Realistic & accurate numbers, Comparing against other costs &
ways to drive conversions, Other factors that may impact, Test
viable design options
77. 02
Average revenue per user
What it is about
“ For both subscription-based applications and
services and those that use a freemium model and rely
on regular user participation, the average revenue per
user (ARPU) metric is highly important.”
- Yury Vetrov, UX Matters
How to Calculate the ROI of UX Using Metrics
www.flickr.com/photos/jmsmith000/3169546564
78. 02
Average revenue per user
The formula
revenue from paid services / number of subscribing users =
ARPU (£) per month
79. 02
Average revenue per user
What it requires
An understanding of:
1. How customers are currently using the products
2. Their needs, behaviour, motivations & barriers (quantitative)
3. Analytics insights of current usage
4. Data on registered paying customers & total revenues
5. The business model & what impact changes would have
6. Design & UX changes that would lead to achieving your target
80. 02
Average revenue per user
What it involves
Step 1: starting ARPU
Define the standard time period e.g. month, average revenue
for that time period & average subscribers
Step 2: target ARPU
What you need, or where you want to get to & by when
Step 3: validating & applying ARPU
Gradual growth, Other business activities & initiatives that
impact ARPU, Customer satisfaction vs. increasing ARPU
81. 02
Average revenue per user
The formula
revenue from paid services / number of subscribing users =
ARPU (£) per month
!
(ARPU per month #1 * number of registered users in month
#1) + … + (ARPU per month ## * number of registered users
in month ##) = ARPU per year
82. 03
Support costs
What it is about
“ Any commercial product presents post-sales
liabilities to your clients. First among these is the cost
of providing support services.”
- Yury Vetrov, UX Matters
How to Calculate the ROI of UX Using Metrics
www.flickr.com/photos/jmsmith000/3169546564
84. 03
Support costs
What it requires
An understanding of:
1. Current support costs
2. Barriers or problem areas in the customer experience
3. Qualitative understanding of what lies behind it
4. Data & analytics of current support costs & usage
5. How UX and design initiatives can address these
6. Context of the savings
85. 03
Support costs
What it involves
Step 1: starting support cost
Time frame & what support costs are per user at the moment
Step 2: target support cost
Where you need to get to, or the decrease you estimate UX
initiatives can result in
Step 3: validating & applying support costs
Time it will take (instant vs. gradual), Other parameters that
influence the need for support & support costs, Savings
compared to investments, Total savings over time
86. 03
Support costs
The formula
total support expenses / number of registered users =
support cost per user (£)
!
decrease in support cost per user for activity #1 +
decrease in support cost per user for activity #2 = target
support cost per user (£)
!
(economy per month #1 * number of registered users in
month #1) + … + (economy per month ## * number of
registered users in month ##) = economy per year
87. 04
User performance
What it is about
“ When users work with a product on a regular
basis and repeatedly perform the same operations day
after day, optimizing these operations is always
beneficial.”
- Yury Vetrov, UX Matters
How to Calculate the ROI of UX Using Metrics
www.flickr.com/photos/jmsmith000/3169546564
89. 04
User performance
What it requires
An understanding of:
1. Costs related to an employee
2. Understanding of carrying out the task & its context
3. Usability issues with carrying out the task
4. Technical or legal constraints for current task flow
5. Ripple effect implications
90. 04
User performance
What it involves
Step 1: starting performance rate
Time to execute task, cost per time unit, e.g. minute
Step 2: target performance rate
What you need, or where you want to get to & by when
Step 3: validating & applying performance rate
Accurate average time calculations, Implication of achieving the
target, What’s required to achieve the target, Time frame
(instant vs. gradual ), Comparing against other initiatives
(savings vs. investment), External factors,
91. 04
User performance
The formula
time to execute operation #1
!
employee cost per month / (hours per month * 60 minutes) =
cost (£) per minute of employees work
!
time to execute operation #1 * cost (£) per minute of employees
work = cost to execute task
!
cost of UX initiative / (number of employees * cost (£) per minute
of employees work) = time saving needed per month to cover cost
of UX initiative
92. 05
Net promoter score
What it is about
“ It is based on the fundamental premise that
customers can be divided into three groups Promoters, Passives, Detractors [and] empirical
research has shown that there is a striking correlation
between the customer grouping and actual behaviour
– repeat purchase and referral patters - over time..”
- Bernard Marr
A Single Measure of Business Success?
www.flickr.com/photos/jmsmith000/3169546564
93. 05
Net promoter score
The score
How likely is it that you would recommend [Company X] to
a friend or colleague? (1 - 9)
•
•
•
Promoters (score 9–10) = loyal enthusiasts who will keep buying and refer others,
fuelling growth.
Passives (score 7–8) = satisfied but unenthusiastic customers who are vulnerable to
competitive offerings.
Detractors (score 0–6) = unhappy customers who can damage your brand and impede
growth through negative word-of-mouth.
94. 05
Net promoter score
What it requires
An understanding of:
1. Going beyond the numbers
2. Combining NPS with financials - customer profitability
3. Look further than existing customers
!
95. 05
Net promoter score
What it involves
Step 1: starting NPS
Combining qualitative methods with quantitative
Step 2: target NPS
Based on business objectives or compared to competitors
Step 3: validating & applying NPS
Understanding what lies behind the score, Know what can move
a customer from one group to another, Combine with customer
profitability & other metrics, Look at non-customers
97. 03 UX METRICS
PLAN
Your company has given a rough cost estimate for the re-design of the retail website
but the client struggles to justify the cost to his manager. Both you and the client
know the redesign is needed but the big boss needs numbers.
Consider money earned, money saved and non-monetary results and how metrics
can support the objectives of the redesign.
1. How could metrics help justify the cost before the project begins?
2. What UX metrics would you recommend for the project as a whole?
When do you recommend using them and why?
www.flickr.com/photos/pinkpurse/5355919491
98. Metrics we’ll look at
• Conversion rates
• Average revenue per customer
• Support costs
• User performance
• Net promoter score
www.flickr.com/photos/suttonhoo22/2070700035
99. Step 1: starting metric
Where you are now & what you’ll be comparing against
Step 2: target metric
What you need, or where you want to/ need get to
Step 3: validating & applying conversion rates
Understanding limitations, dependencies & influencing factors
100. 20 minutes
03 UX METRICS
PLAN
Your company has given a rough cost estimate for the re-design of the retail website
but the client struggles to justify the cost to his manager. Both you and the client
know the redesign is needed but the big boss needs numbers.
Consider money earned, money saved and non-monetary results and how metrics
can support the objectives of the redesign.
1. How could metrics help justify the cost before the project begins?
2. What UX metrics would you recommend for the project as a whole?
When do you recommend using them and why?
www.flickr.com/photos/pinkpurse/5355919491
101. 04 Conversion
rate
10 minutes
We know the re-design of purchase flow on it own is going to cost £10,000.
- 10 out of 100 customers currently convert
- An average basket size is £40
- There are 10,000 visitors per day
- They want to increase revenues to £10,000 per day
1. Based on a realistic target conversion rate how many new customers would the
client need to make up the cost?
2. How long would it take to reach this goal?
www.flickr.com/photos/pinkpurse/5355919491
102. Conversion rate
The formula
number of people who complete [task] / number of site
visitors * 100% = conversion (%)
!
105. It needs to be seen in
conjunction with insights…
IImage via Shutterstock
106. …the experience
& business as a whole
From Adaptive Path - The Anatomy of an Experience Map http://www.adaptivepath.com/ideas/the-anatomy-of-an-experience-map/
107. The site
knows me
& what I
want
Delight
Identify key points for experience goals
Hygiene
Feel good
…& tied with
experience goals & business objectives
Awareness
Consideration
Purchase
Post purchase
108. Understanding those we work with &
how we communicate with them go a long way
Image via Shutterstock
109. If clients (or someone else) don’t get it,
there is generally something to be improved in
how we work with them & present our work
www.flickr.com/photos/martinteschner/4569495912