Why You Can't Afford to Keep Measuring Marketing The Same Way in 2018G3 Communications
View this #sps17 Webcast on-demand here: http://dg-r.co/2fXoGbc
Learn how marketers are completely redefining success by adopting intelligent content delivery. Not only will you learn how intelligent content allows buyers to consume more content per session, but provides greater intelligence into how they consume the content and which assets are actually being consumed.
This session will uncover:
The problem with traditional marketing metrics;
The benefits of measuring content consumption and how it works; and
How intelligent content delivery provides buyers with more of the information they need and marketers with better insight into sales readiness and content performance.
It's me, not you: Making social work in a complex ecosystem, presented by Nic...SocialMedia.org
In his Brands-Only Summit presentation, InterContinental Hotels Group's Director of Social Marketing, Nick Ayres, explains how they’re building systems, processes, and procedures to make social work in a complex ecosystem.
He goes into detail about specific case studies on reputation management and community management.
Senior it consultant in united state america.subrat patnaik
Mr. Subrat Patnaik founded Telkite, Inc. in 2007 to address the growing need for cost effective, value added Information Technology services in a growing marketplace.
Why You Can't Afford to Keep Measuring Marketing The Same Way in 2018G3 Communications
View this #sps17 Webcast on-demand here: http://dg-r.co/2fXoGbc
Learn how marketers are completely redefining success by adopting intelligent content delivery. Not only will you learn how intelligent content allows buyers to consume more content per session, but provides greater intelligence into how they consume the content and which assets are actually being consumed.
This session will uncover:
The problem with traditional marketing metrics;
The benefits of measuring content consumption and how it works; and
How intelligent content delivery provides buyers with more of the information they need and marketers with better insight into sales readiness and content performance.
It's me, not you: Making social work in a complex ecosystem, presented by Nic...SocialMedia.org
In his Brands-Only Summit presentation, InterContinental Hotels Group's Director of Social Marketing, Nick Ayres, explains how they’re building systems, processes, and procedures to make social work in a complex ecosystem.
He goes into detail about specific case studies on reputation management and community management.
Senior it consultant in united state america.subrat patnaik
Mr. Subrat Patnaik founded Telkite, Inc. in 2007 to address the growing need for cost effective, value added Information Technology services in a growing marketplace.
It's essential to prove results from content marketing and inbound marketing efforts. The good news is that it's also very possible. This presentation shows how to send your content on the inevitable SEO journey and come back a hero.
The Modern Search Marketer: Thinking Outside the SEO BoxConductor
The Modern Search Marketer: Thinking Outside the SEO Box at C3 2018
Moderator: Danny Goodwin, Editor-in-Chief,Search Engine Journal
Speakers:
• Ren Lacerda, Senior Manager, SEO, Wayfair
• Ali Harris, Global Head of Digital Marketing, Bitdefender
• Thom Craver, Senior SEO Analyst, CBS Interactive
• Patricia Atrian, SEO Sr. Director, Ticketmaster
Using Social Media to Find & Close BusinessRobert Pease
Presentation from the AA ISP Summit in Minneapolis on May 11/12. Conducted with Matt Heinz of Heinz Marketing and covering how to use social media as part of the outreach and prospecting process for inside sales professionals.
Watch This Free Webinar On-Demand: http://dg-r.co/2fupcQ1 - Personalized Prospecting & The Rise of Outbound SDRs: How ABM And Alignment Will Benefit From Coordinated Plays in 2017
Learn how Marketing & SDRs are partnering to become the personalized channel for their organization’s marketing plan
As ABM becomes more prevalent marketing practices are shifting to evolve. Prospects require a more personalized approach, while Sales Development Reps, while once the beneficiaries of marketing’s lead-based activities, have now begun to shift to an outbound mindset. Working in tandem with marketing, SDRs need to effectively engage prospects to begin a sales cycle with their sales teams.
In this webinar we'll discuss the new motions and tactics required for SDRs to rapidly build scalable, repeatable and most importantly closable pipeline. Learn:
• How to align Marketing, Sales Development and Sales to achieve revenue goals;
• How to build an outbound SDR process that’s more effective than inbound; and
• How to train SDRs to create compelling events
Discover: How Discover Financial Services made BtoB fresh, fun, and sociable,...SocialMedia.org
In her SocialMedia.org Member Meeting case study presentation, Discover Financial Services' Social Media Project Manager, Laura Bretz, talks about how they're navigating social media in the BtoB space.
Laura explains the steps she took to rebrand their BtoB division in social media, find the right resources and relevant conversations, and engage with customers.
Social and analytic tools - NAHJ 2014 San AntonioCharo Henriquez
Learn some tools, tips and tricks about how to maximize your content's social distribution and what things to measure to know your audience better and how they interact with your site.
Wavelet based Signal Processing for Compression a Methodology for on-line Tel...iosrjce
IOSR journal of VLSI and Signal Processing (IOSRJVSP) is a double blind peer reviewed International Journal that publishes articles which contribute new results in all areas of VLSI Design & Signal Processing. The goal of this journal is to bring together researchers and practitioners from academia and industry to focus on advanced VLSI Design & Signal Processing concepts and establishing new collaborations in these areas.
Design and realization of microelectronic systems using VLSI/ULSI technologies require close collaboration among scientists and engineers in the fields of systems architecture, logic and circuit design, chips and wafer fabrication, packaging, testing and systems applications. Generation of specifications, design and verification must be performed at all abstraction levels, including the system, register-transfer, logic, circuit, transistor and process levels
Wall rooms takes the essence of war rooms and discards the fighting notions. We're here to collaborate on and solve complex problems via divergent thinking, not argue.
Understand what these rooms are, why they work, and how to put one together.
Lone Star College - 2015 Fall Summit Analytic CatalyticsCivitas Learning
View the slides from our partner Analytic Catalytics presentations -- our five-minute, TED-style talks where partners shared more about student success initiatives at their institutions, as well as success stories on turning insight into action with Illume.
IOSR journal of VLSI and Signal Processing (IOSRJVSP) is a double blind peer reviewed International Journal that publishes articles which contribute new results in all areas of VLSI Design & Signal Processing. The goal of this journal is to bring together researchers and practitioners from academia and industry to focus on advanced VLSI Design & Signal Processing concepts and establishing new collaborations in these areas.
Design and realization of microelectronic systems using VLSI/ULSI technologies require close collaboration among scientists and engineers in the fields of systems architecture, logic and circuit design, chips and wafer fabrication, packaging, testing and systems applications. Generation of specifications, design and verification must be performed at all abstraction levels, including the system, register-transfer, logic, circuit, transistor and process levels
It's essential to prove results from content marketing and inbound marketing efforts. The good news is that it's also very possible. This presentation shows how to send your content on the inevitable SEO journey and come back a hero.
The Modern Search Marketer: Thinking Outside the SEO BoxConductor
The Modern Search Marketer: Thinking Outside the SEO Box at C3 2018
Moderator: Danny Goodwin, Editor-in-Chief,Search Engine Journal
Speakers:
• Ren Lacerda, Senior Manager, SEO, Wayfair
• Ali Harris, Global Head of Digital Marketing, Bitdefender
• Thom Craver, Senior SEO Analyst, CBS Interactive
• Patricia Atrian, SEO Sr. Director, Ticketmaster
Using Social Media to Find & Close BusinessRobert Pease
Presentation from the AA ISP Summit in Minneapolis on May 11/12. Conducted with Matt Heinz of Heinz Marketing and covering how to use social media as part of the outreach and prospecting process for inside sales professionals.
Watch This Free Webinar On-Demand: http://dg-r.co/2fupcQ1 - Personalized Prospecting & The Rise of Outbound SDRs: How ABM And Alignment Will Benefit From Coordinated Plays in 2017
Learn how Marketing & SDRs are partnering to become the personalized channel for their organization’s marketing plan
As ABM becomes more prevalent marketing practices are shifting to evolve. Prospects require a more personalized approach, while Sales Development Reps, while once the beneficiaries of marketing’s lead-based activities, have now begun to shift to an outbound mindset. Working in tandem with marketing, SDRs need to effectively engage prospects to begin a sales cycle with their sales teams.
In this webinar we'll discuss the new motions and tactics required for SDRs to rapidly build scalable, repeatable and most importantly closable pipeline. Learn:
• How to align Marketing, Sales Development and Sales to achieve revenue goals;
• How to build an outbound SDR process that’s more effective than inbound; and
• How to train SDRs to create compelling events
Discover: How Discover Financial Services made BtoB fresh, fun, and sociable,...SocialMedia.org
In her SocialMedia.org Member Meeting case study presentation, Discover Financial Services' Social Media Project Manager, Laura Bretz, talks about how they're navigating social media in the BtoB space.
Laura explains the steps she took to rebrand their BtoB division in social media, find the right resources and relevant conversations, and engage with customers.
Social and analytic tools - NAHJ 2014 San AntonioCharo Henriquez
Learn some tools, tips and tricks about how to maximize your content's social distribution and what things to measure to know your audience better and how they interact with your site.
Wavelet based Signal Processing for Compression a Methodology for on-line Tel...iosrjce
IOSR journal of VLSI and Signal Processing (IOSRJVSP) is a double blind peer reviewed International Journal that publishes articles which contribute new results in all areas of VLSI Design & Signal Processing. The goal of this journal is to bring together researchers and practitioners from academia and industry to focus on advanced VLSI Design & Signal Processing concepts and establishing new collaborations in these areas.
Design and realization of microelectronic systems using VLSI/ULSI technologies require close collaboration among scientists and engineers in the fields of systems architecture, logic and circuit design, chips and wafer fabrication, packaging, testing and systems applications. Generation of specifications, design and verification must be performed at all abstraction levels, including the system, register-transfer, logic, circuit, transistor and process levels
Wall rooms takes the essence of war rooms and discards the fighting notions. We're here to collaborate on and solve complex problems via divergent thinking, not argue.
Understand what these rooms are, why they work, and how to put one together.
Lone Star College - 2015 Fall Summit Analytic CatalyticsCivitas Learning
View the slides from our partner Analytic Catalytics presentations -- our five-minute, TED-style talks where partners shared more about student success initiatives at their institutions, as well as success stories on turning insight into action with Illume.
IOSR journal of VLSI and Signal Processing (IOSRJVSP) is a double blind peer reviewed International Journal that publishes articles which contribute new results in all areas of VLSI Design & Signal Processing. The goal of this journal is to bring together researchers and practitioners from academia and industry to focus on advanced VLSI Design & Signal Processing concepts and establishing new collaborations in these areas.
Design and realization of microelectronic systems using VLSI/ULSI technologies require close collaboration among scientists and engineers in the fields of systems architecture, logic and circuit design, chips and wafer fabrication, packaging, testing and systems applications. Generation of specifications, design and verification must be performed at all abstraction levels, including the system, register-transfer, logic, circuit, transistor and process levels
On Wednesday April 29th we went to the college in Marshalltown to present in front of three judges. My project was with Melanie and we did what we called "Splatter Box". We took old shoe boxes provided by Mrs. Hammers and wrapped rubber bands around them, not before sliding blank pieces of paper into them. When we went to the preschool two weeks ago to do the project, the girls loved it and wanted to keep doing it but the boys did enough. Two days ago was the college visit and we presented them, to our surprise we got 9th overall out of 25 (I believe). Attached is our presentation.
Accompanying webinar deck from Ethology's Mike Corak and Benjamin “Benjie” Pressman detailing how to tie social media across your earned, owned and paid digital media efforts in 2015 to accelerate your impact and deliver results. Both speakers tradeoff sharing their top social media marketing trends for 2015, so that you can hit the New Year running.
Key takeaways:
1. The most important platforms for brands.
2. How to ensure your company is set up to execute social effectively.
3. Ways to amplify social activity beyond organic engagement.
Sharing Social Intelligence across the BusinessBrandwatch
Unleashing the power of social data and connecting it to all business functions can have a major impact on business success. Keeping social data contained, feeding only marketing-related areas can hold companies back and prevent them from maturing.
In this webinar we discussed:
- Use cases for social insights beyond the marketing department
- The most efficient ways of activating social insights
- The contribution of social to business success
- Social intelligence vs traditional research methods
Brandwatch & Conversocial: How to turn your social insights into proactive cu...Brandwatch
Many organizations are saving significant sums of money as a result of aligning their customer service strategies with digital and social channels.
Conversocial’s highly trusted social customer service solutions combined with Brandwatch social data puts the perfect right at brands’ fingertips to better understand their customers, and help them with issues and questions.
Join Venu Konda, VP of Partnerships & Channels at Brandwatch and Chris Venus, Global Director of Professional Services at Conversocial for this free webinar where they will discuss the importance of proactive social customer care, the value of a consistent brand voice, and how to integrate social customer service across your enterprise.
Presented to a group of interior design professionals in Mountain View, CA hosted by Doreen Yun of Windows & Beyond.
This is a followup presentation to one I did back in the Spring - it has updated tools and I hope you find them valuable and useful!
Content Marketing For Building And Construction ProductsLeigh Simpson
Discussing why content and inbound marketing is ideal for selling building products, how to create and promote your content, what tech stacks to use to make your life easier and how to measure your ROI. More info from www.insynth.co.uk
Red Hot Digital Marketing Trends of 2016 - Cincinnati AMA - MarchMike Corak
With digital in full bloom, it’s hard to keep on top of what’s hot and what’s not. Thankfully, as a brand marketers/managers and leaders it’s not your responsibility to be monitoring the rise and fall of the latest trends – it’s ours. As VP and GM of DAC Group, Louisville, Mike Corak wouldn’t be doing his job if he wasn’t up to speed on the real-world staying power of digital trends and tactics. From ‘Why customer experience needs to be a top concern’ to ‘Looking beyond the Googlesphere for unique traffic and sizing up the data hound’s bark vs. its bite’ – this session will expose false predictions and shine a light on performing trends that brands shouldn’t ignore.
At the AMA Cincinnati event, Mike, or Mr. Corak as he is addressed by no one, will share his top eight digital trends that deliver. Together you’ll walk through the best of what’s ahead in digital tactics while gaining insight and tips for real-world application in digital communications, roadmap creation, and opportunity optimization for performance.
And, there may be lasers. For real.
Key Social Media Trends: "The State of the Union" for #PRSA of Kansas CityRamsey Mohsen
An overview at the current "State of the Union" in regards to social media. While I don't cover the entire industry- this is a broad overview at high level trends and things to consider.
Are you using social media to improve your customer service?
Is your current CRM (Customer Relationship Management) just not working?
A social customer service strategy increases customer engagement and creates brand advocates and potential sales leads. In 20mins I will share a 5 step strategy to Social CRM with tools for small & enterprise business.
How Current & Complete Data Drives Higher Campaign Conversions And Actionable...G3 Communications
View the full webcast on demand here: https://dg-r.co/2qBbD4L
This session will present use cases and prescriptive recommendations on how data cleansing and enrichment tools and tactics help companies evaluate and enrich leads sourced from registration forms, events, and other sources. It will also reveal how that accurate data is impacting campaign performance at all stages.
The presentation will address how companies are addressing challenges, such as:
• Incomplete lead capture forms;
• Leads with personal emails; and
• Inaccurate company and contact records.
Attendees will see how leading companies tackle these and other data challenges in real time at the point of capture, and how this is positioning them for success with other emerging strategies and applications such as ABM, AI, predictive and intent data.
Presenters will also share examples of how companies are dealing with data issues on a global scale.
Each month, an evoker creates and leads a Lunch ’n’ Learn session to share insights on their field of expertise. In this presentation, our social media gurus, Meagan and Valentina, break down social media myths, talk about the importance of strategy and let us know insider tips on sharing great content.
Watch This Free Webinar On-Demand: http://dg-r.co/2fuo7Y8 - Personas, Journeys & Content Maps – 3 Keys to Filling Your 2017 Pipeline with Quality Leads
Don’t spend another year trying to connect old methods to new technology - Build a plan to maximize your tech
Everywhere you look, there’s another brand-new marketing technology solution promising out-of-this-world results. But to succeed as a marketer today, you don’t just need the right technology; you need the right strategic and foundation to maximize its performance. Easier said than done, right? But it really is possible to provide a more predictable flow of quality leads to your sales team by integrating your strategy & technology better.
Get three key foundational elements marketers must build into their marketing plans to take full advantage of their technology and drive qualified leads to sales:
Buyer Personas – know buyer’s needs, desires and how they make decisions;
Content Maps – define the assets will you create to build affinity and increase close rates; and
Buyer Journeys – understand every step of the process and the methods buyers prefer.
Webinar: So What - Evolving from Social Data to Social IntelligenceBrandwatch
"The speed of social" is a phrase we often hear when talking about how organizations use social media to engage and respond to customers.
But there’s a dual meaning there: How social data itself has evolved—giving rise to the age of social analytics and social business intelligence.
In this one-hour webinar, Brandwatch VP of Client Services Adam Bambrough and guest Susan Etlinger of Altimeter Group will discuss:
- How (and why) social data has evolved in recent years
- Why it’s so critical to scale social data across the enterprise
- The benefits and use cases of a social media command center
Why Your Website is Still Relevant in a Social Media WorldChris Remington
The recent focus on Social Media has caused many marketers and business owners to take their attention from their website. With limited time and resources, their websites have fallen into neglect as they chase after new business on Twitter. Some even go as far as claiming that, because they have a Facebook page, they don't even need a website. This deck not only demonstrates why that is a huge mistake, but also how working strategically and effectively, your website can remain the bullseye of your marketing efforts and work in concert with your Social Media efforts to create a marketing tandem that is greater than each individually tool if used separately.
During a recent presentation to Dallas Social Media Club, Chuck Hemann outlined the ten trends in digital analytics today. This comes from his work with clients as part of W2O Group, as well as extensive research that was done to write his new book, Digital Marketing Analytics: Making Sense of Consumer Data in a Digital World.
6 Customer Experience Priorities for 2021 | SoGoSurveySogolytics
With such a dramatic shift in customer expectations in 2020, which trends are here to stay? We're breaking down the top six CX priorities you can expect to see continue into the future.
Digital prototyping workshop UXLibs 2019Vernon Fowler
At the 2019 User Experience in Libraries conference, themed from research to design, I led a digital prototyping workshop. The case for my workshop was to design an improved mobile experience of reserving a group study room. The aims were to empower participants with skills and confidence to:
* build interactive digital prototypes quickly and easily from low fidelity paper sketches
* test prototypes with users to gather feedback, iterate and implement improvements to digital experiences
Becoming a library member - transforming the user experience of patron self r...Vernon Fowler
For the National and State Libraries Australasia (NSLA) Visitor Experience community of practice I shared how we transformed the experience of becoming a Library member at State Library Victoria.
In this hands-on workshop, you will learn how to conduct participatory research to explore and validate ideas for improving digital interfaces. Participants will research the library homepage of a CAVAL member institution. We will walk through the steps involved in low-fidelity idea generation, feature prioritisation, and presentation. Using digital tools to capture and analyse the ideas and artifacts as user data, participants will form insights they can report to stakeholders as interface improvement suggestions. Participants will learn when, why and how to conduct participatory research so that their design projects and organisation can benefit.
Session requirements
• Participants should bring a laptop for the analysis and connect to the Wi-Fi
• Participants should also bring a smartphone for data capture (audio and photo recording).
CRIG 2017 Improving digital library services with user researchVernon Fowler
Modern libraries provide a burgeoning array of digital services, all experienced through a myriad of touch-points. To name a few: catalogue; discovery layers; website; LibGuides; Learning Management Systems; chat; Skype; social media; YouTube; blogs; portals; email...
It's a complex picture! A dichotomy of implementing innovative new services while maintaining legacy ones rarely results in seamless, unified library experiences. Using unconnected touch-points often leads to broken user experiences. A good user experience requires research.
To increase satisfaction and delight library users, adopt an approach that gathers evidence, generates insights, and informs decision-making for iterative, incremental changes. This presentation explores some tried and tested user research methods to gather both qualitative and quantitative data from students and staff throughout all stages of project life-cycles. It aims to inspire you with examples of user research initiatives undertaken at Deakin University Library, including co-design workshops for a better homepage, and preliminary results from a longitudinal happiness tracking survey for continuous improvement.
Attendees will take away a digital set of research method cards templates, and tips for conducting quality user research to improve project outcomes at their libraries.
Co-design workshop for library homepage project #UXLibs 2017Vernon Fowler
Co-design draws on the expertise of researchers, designers, developers, and users. This diversity of perspectives is critical to understanding both users' needs, and service processes and technologies. Effective co-design activities benefit service design projects, the users, and the library. Immediate benefits include generation of better ideas with high user value, and improved knowledge of user needs. Longer-term benefits include greater user satisfaction, and mitigation of change aversion. Using the library homepage as a case for a design project, workshop participants will try their hands at joint creativity to explore options and produce validated iterations ready for prototyping and beta testing.
Sharing some of the learnings from this year's conference. http://www.uxaustralia.com.au/conferences/uxaustralia-2015/program-speakers/uxaust15-presentations
A professional development session I delivered on Melbourne Cup Day 2013.
The presentation was re-run at a Hawthorn Professional Learning Community meeting and that is where the live poll data was collected. The list of apps is being curated at http://list.ly/list/Ali-apps-for-language-learning
EASY TUTORIAL OF HOW TO USE CAPCUT BY: FEBLESS HERNANEFebless Hernane
CapCut is an easy-to-use video editing app perfect for beginners. To start, download and open CapCut on your phone. Tap "New Project" and select the videos or photos you want to edit. You can trim clips by dragging the edges, add text by tapping "Text," and include music by selecting "Audio." Enhance your video with filters and effects from the "Effects" menu. When you're happy with your video, tap the export button to save and share it. CapCut makes video editing simple and fun for everyone!
Explore the essential graphic design tools and software that can elevate your creative projects. Discover industry favorites and innovative solutions for stunning design results.
Visual Style and Aesthetics: Basics of Visual Design
Visual Design for Enterprise Applications
Range of Visual Styles.
Mobile Interfaces:
Challenges and Opportunities of Mobile Design
Approach to Mobile Design
Patterns
Connect Conference 2022: Passive House - Economic and Environmental Solution...TE Studio
Passive House: The Economic and Environmental Solution for Sustainable Real Estate. Lecture by Tim Eian of TE Studio Passive House Design in November 2022 in Minneapolis.
- The Built Environment
- Let's imagine the perfect building
- The Passive House standard
- Why Passive House targets
- Clean Energy Plans?!
- How does Passive House compare and fit in?
- The business case for Passive House real estate
- Tools to quantify the value of Passive House
- What can I do?
- Resources
5. Post-millennials
• 6% trust big corporations
• 1 in 10 trust the government
• … yet 92% believe helping others is important
trust big corporations
trust don't
6. Demographic of 1
• Ultimate in personalisation
• Powered by data + analytics
UX for informed consent – https://www.smashingmagazine.com/2016/03/privacy-for-personalization/
7. Transparency +
• 70% of 20 – 40 year-olds feel businesses aren’t transparent enough*
• Be explicit with personal data, be nice
• Transition states
* 2014 survey of 2,012 consumers in USA & UK - https://newsroom.accenture.com/news/eighty-percent-of-consumers-believe-
total-data-privacy-no-longer-exists-accenture-survey-finds.htm
8. Build trust
• Empathy
• Public roadmaps - http://blog.frontapp.com/2015/04/02/why-we-
made-our-roadmap-public-and-how-to-build-your-own/
• Co-designing activities
Highrise doesn’t have a roadmap - https://m.signalvnoise.com/if-we-had-a-roadmap-8e10b7bb5e23#.r6l6kloux
Image: http://ventureburn.com/2015/08/building-merchant-consumer-trust-vital-ecommerce-success/
10. Co-designing
• Inclusive
• Research insights from people with accessibility needs
• Consistency of service = repeatability
• Authentic
• Collaborative
11. Co-design to
• Avoid building wrong things
• Maintain buy-in
• Iterate quicker
Image: https://mattkremer.com/how-to-iterate-quickly-15-features-in-15-days/
14. How war rooms help
• Large walls to utilise spatial memory
• Dedicated to projects
• Build shared understanding
• Vertical campfires - https://gds.blog.gov.uk/2014/09/03/vertical-campfires-
our-user-research-walls/
Image: http://www.flockology.com/2012/01/feeding-the-campfiredeveloping-a-content-strategy-for-your-marketing-efforts.html
Hi everyone. I picked up on a few themes at the Service Design Conference last month, that I’d like to share with you, along with the handful of recommendations that could be applied to Deakin University, the Library and elsewhere. There’s a comprehensive report on the wiki via http://j.mp/servicedesign2016 and I’ll show this link again at the end.
Trust & personalised services
Co-designing
War rooms
These 3 themes were reinforced in several presentations throughout the conference. They are also the themes in my recommendations.
Trust and personalisation were covered in depth in the opening presentation.
Andy Polaine drew many analogies between digital services and Downton Abbey, which epitomises both: services with manners; and the ultimate in personalised services.
Trunk Club - Personal Stylists for Men and Women. Never shop for clothes again. Your expert stylist will find premium clothes to fit your style, budget, and existing wardrobe.
However, our users (or customers) aren’t early 20th century aristocrats.
A study on post-millennials has found that:
6% trust big corporations – vs 60% of adults!
Only 1 in 10 of them trust the government
And the vast majority feel that helping others is important. This is evident in many of our own research participants who partake because they genuinely want to help make Deakin services better.
They are also the most diverse generation to date. It seems like everyone is unique.
So to deliver the ultimate in personalised services, to serve all these unique individuals in a demographic of 1, services need to be powered by data (especially big data) and analytics.
This diagram I’ve pulled from Smashing Magazine presents an onboarding workflow for a user/customer transitioning from generic to personalised service. Steps therein include collecting and storing personal data. Q: Do our users trust us to respect their privacy? How do we build trust?
We start with transparency and friendliness.
70% of respondents believe businesses aren’t transparent about how their information is being used.
We combat this by being explicit with everything we do with personal data, and by being nice. Ensure the intent of a data exchange is upfront, friendly and clear.
In particular, be transparent about service transition states. Users shouldn’t be asking Am I still in a Deakin environment? Why am I no longer recognised when I logged in just seconds ago?
Transparency builds trust.
And trust is the foundation of customer-service relationships. In service design, typical ways to build trust include:
Develop and apply empathy – do research with users; then from insight, stakeholders can walk in the shoes of customers.
Most organisations have service and product roadmaps but the brands that made their roadmaps public are actively building trust with their customers.
Trust also stems from co-design activities – facilitating and participating in them.
Or participatory design, is an approach to design attempting to actively involve all stakeholders (e.g. employees, partners, customers, citizens, end users) in the design process to help ensure the result meets their needs and is usable. …
In participatory design, participants (putative, potential or future) are invited to cooperate with designers, researchers and developers during an innovation process. Potentially, they participate during several stages of an innovation process: they participate during the initial exploration and problem definition both to help define the problem and to focus ideas for solution, and during development, they help evaluate proposed solutions.
Involving all stakeholders means being inclusive. We know extra effort required to conduct inclusive research pays off. We consistently obtain richer insights from listening to accessibility needs (NOT People with a disability).
Alexandra Almond (PTVic) gave this tip for designing inclusively: make consistency a priority; fixing consistency issues remove pain points and roadblocks.
By involving real customers/users, we maintain authenticity in our designs.
Co-design activities are collaborative in the sense that people are working together towards a common goal, at the same time & in the same space.
Co-designing doesn’t guarantee design work, but it helps toward building the right things from the outset.
It also helps maintain buy-in from #1 stakeholders, and
Decreases turn-around times on iterations of mock-ups, prototypes, etc.
A great place for research artefacts and these “design deliverables” is on the walls in a war room!
War room is a fancy name for a physical work space dedicated to projects. Several presentations discussed using such spaces to tackle complex design challenges.
Why do we need war rooms and how do they help?
My favourite mention of a war room, pictured in this slide, is when looking at a 12-meter long journey map full of research conducted for the Queensland Building and Construction Commission (QBCC). The use of such a large space helped the QBCC identify the true cause of problems they were facing in becoming customer focussed.
“To solve a complex design problem, you need to track lots of moving parts.”
We’re human: Short term memory is weak; Spatial memory is our strength. And physical ideas are easier to manipulate than digital ones.
Remove war rooms from scheduling calendars to avoid irrelevant meetings being held there. They only work as project spaces, and they work equally well for both short term and long-term projects.
Everyone in a war room is on the same page. Vertical surfaces provide a workspace for shared understanding.
War rooms are one of my recommendations.
We continue to build and buy 3rd party services that are inaccessible by default. So far we are inclusive only by chance, rather than by design. I recommend both Deakin and our 3rd party vendors adopt a mindset where we aim to be inclusive and co-design from the get go, instead of as an afterthought or by luck.
Wording is one area we can easily iterate and improve upon. The phrasing used by Alexandra Almond (PTVic) aims to focus on the action verb +ing + with accessibility needs.
For instance, retitling “Students with a disability” along the lines of Studying with accessibility needs shifts the focus from discriminating against people to how our services help accomplish tasks. http://www.deakin.edu.au/library/about/students-with-a-disability
Inclusive by default is my first recommendation. Next, co-designing aids informed, involved and iterative changes. A useful strategy for minimising and mitigating effects of change aversion.
Using co-design and tools like public roadmaps (e.g. for Library Search) we can demonstrate transparency and build trust in our services.
I recommend establishing workflows for transitioning customers/users from generic to personalised services.
My final recommendation is to establish war rooms dedicated to projects, at least at this campus. Wall surfaces in an office area to pin up research artefacts, design paraphernalia, work on developing empathy, having design conversations, role-play, and facilitating workshops.
Thanks for listening.
I’ve covered what is relevant to services that Deakin provides and that we all contribute to. Several of us will be interested in details from sessions I haven’t mentioned. So check out the wiki report, skim for topics like metadata, open source, public APIs, play, designing services for enterprise and more. The wiki is a great jumping off point for further discussion and there’s our ux Slack channel too.
Thank you and over to you for questions.