SFDW DESIGN WORKSHOP JUNE 3, 2016
By Kylie Tuosto & Stephen Gay
This year, for SF Design Week, we hosted a workshop focused on crafting delightful first use experiences. Our workshop included design principles for first use, core frameworks for thinking about delivering customer benefit, and several design patterns and exercises.
OVERVIEW
No matter what you call it -- user on-boarding, first-time use, the out-of-box experience -- a user's first experience with your product is critical. Designers need to ensure that people get up and running quickly and understand the benefits the product delivers. But what's the best way to do that? Come join a network of design leaders for a discussion of the fundamentals and best practices of delivering a memorable, engaging first-use experience.
RESOURCES
Worksheets: FocusOnFirstUse_Worksheets.pdf
Slides: FocusOnFirstUse_Presentation.pdf
LinkedInGroup: https://www.linkedin.com/groups/7059078
UX Leadership: Helping Teams Design Onboarding Experience Using 3 FrameworksStephen Gay
UX Leadership: Helping Teams Design Onboarding Experience Using 3 Frameworks
No matter what you call it -- user on-boarding, first-time use, the out-of-box experience -- a user's first experience with your product is critical. Designers need to ensure that people get up and running quickly and understand the benefits the product delivers. But what's the best way to do that? Come join a network of design leaders for a discussion of the fundamentals and best practices of delivering a memorable, engaging first-use experience.
Stephen Gay
Global Director, Intuit
&
Kylie Tuosto
Experience Design Manager, Intuit
Delight 2015 | Getting Design for Delight Into Your Organizational DNADelight Summit
This presentation was given by Suzanne Pellican of Intuit at Delight 2015 on Oct. 5, 2015.
Close to one third of the U.S. economy flows through Intuit’s payroll, invoicing and tax software. What drove such a dominant software company to reinvent itself into a design-driven 30-year old startup? This story begins in 2006, when Intuit found itself in a terrible position—flattening growth, terrible Net Promoter Scores, and a less than desirable innovation pipeline. Suzanne will tell the story of Intuit’s rebirth by leveraging design at all levels of the company and creating a culture of design thinkers who aim to do nothing short of delighting their customers.
http://delight.us/conference
Capturing Contexts: A workshop with jobs-to-be-done tools / Service Experienc...Martin Jordan
Customers hire services and products to do a certain job. Once people spot a job in their life they start looking for a solution, an offering that helps them to get the job done. Which offering they eventually hire often depends on the circumstances in which the job occurs.
This workshop highlighted the importance of customers’ situations and contexts when creating new offerings. As circumstances are changing, people’s related needs and desired outcomes do too. Using the example of food-related services, the workshop at Service Experience Camp 2015 illustrated how all offerings fulfil the general need of feeding humans, but also which specific situations each service caters for.
The workshop was run by Andrej Balaz, Hannes Jentsch and Martin Jordan on November 14, 2015 at Service Experience Camp in Kalkscheune in Berlin-Mitte.
Get More Traction for Your Product Using Jobs-To-Be-Donepascallaliberte
The Jobs-To-Be-Done theory (by Clayton Christensen of Harvard Business School) says this: people don’t buy your product, they hire your product for a job.
Understand the job, understand why people switch to your product, and marketing your product will be much less of a guessing game.
This presentation was given on:
- April 7, 2017: hosted by Invest Ottawa
- May 25, 2017: hosted by Impact Hub Ottawa
Slides updated with narration. Links from the presentation are at:
http://pascallaliberte.me
CRO & Jobs To Be Done - Jon Hayes @ CRO ProsJon Hayes
It can be incredibly difficult to manage a website when the product you are trying to sell is something many consumers don’t understand well. Let alone trying to optimise that experience especially when it’s multi channel and there are various teams involved.
So how do you build meaningful experiments that will take your website to the next level? We hear the phrase customer centricity used all the time but how can we bring that ideal into the optimisation process to start driving the big improvements the organisation wants?
The Jobs To Be Done framework may just be the key to helping you focus on the changes that will really matter to your customers.
Jon Hayes has been in the digital space for a decade. He started by working with several agencies before shifting over to the financial services sector to build digital experiences their customers would finally enjoy.
Practical Experience with Christensen's Innovation Methodology JOBS(R) Jobs-t...vonreventlow
Clayton Christensen's Jobs-to-be-done approach describe a series of steps to create innovation systematically. This deck describes the application of the methodology to the creation of the Avaya Flare User Experience, the Avaya Digital Video Device and the related enterprise cloud offer. We found key for success is to add focus on emotions. And the result to be a condensed job description as more work is required to detail the solutions that it becomes testable against objectives and barriers.
"From Design Thinking to Design Doing" Suzanne Pellican's presentation from the O'Reilly Design conference on January 21, 2016 at Fort Mason in San Francisco, CA.
My motto this year is "Evolve & Disrupt". I did a couple of keynotes on the matter recently, so I'm sharing this presentation to illustrate how I handle the "fuzzy front-end" of product development, aside from the Lean Startup stuff everybody talks about. Don't be fooled by the funny (and a bit irreverent) cartoons; Jobs To Be Done is a major breakthrough with a lot of practical applications. I have been working solidly on it for the last year and it is totally influencing how I see the world.
UX Leadership: Helping Teams Design Onboarding Experience Using 3 FrameworksStephen Gay
UX Leadership: Helping Teams Design Onboarding Experience Using 3 Frameworks
No matter what you call it -- user on-boarding, first-time use, the out-of-box experience -- a user's first experience with your product is critical. Designers need to ensure that people get up and running quickly and understand the benefits the product delivers. But what's the best way to do that? Come join a network of design leaders for a discussion of the fundamentals and best practices of delivering a memorable, engaging first-use experience.
Stephen Gay
Global Director, Intuit
&
Kylie Tuosto
Experience Design Manager, Intuit
Delight 2015 | Getting Design for Delight Into Your Organizational DNADelight Summit
This presentation was given by Suzanne Pellican of Intuit at Delight 2015 on Oct. 5, 2015.
Close to one third of the U.S. economy flows through Intuit’s payroll, invoicing and tax software. What drove such a dominant software company to reinvent itself into a design-driven 30-year old startup? This story begins in 2006, when Intuit found itself in a terrible position—flattening growth, terrible Net Promoter Scores, and a less than desirable innovation pipeline. Suzanne will tell the story of Intuit’s rebirth by leveraging design at all levels of the company and creating a culture of design thinkers who aim to do nothing short of delighting their customers.
http://delight.us/conference
Capturing Contexts: A workshop with jobs-to-be-done tools / Service Experienc...Martin Jordan
Customers hire services and products to do a certain job. Once people spot a job in their life they start looking for a solution, an offering that helps them to get the job done. Which offering they eventually hire often depends on the circumstances in which the job occurs.
This workshop highlighted the importance of customers’ situations and contexts when creating new offerings. As circumstances are changing, people’s related needs and desired outcomes do too. Using the example of food-related services, the workshop at Service Experience Camp 2015 illustrated how all offerings fulfil the general need of feeding humans, but also which specific situations each service caters for.
The workshop was run by Andrej Balaz, Hannes Jentsch and Martin Jordan on November 14, 2015 at Service Experience Camp in Kalkscheune in Berlin-Mitte.
Get More Traction for Your Product Using Jobs-To-Be-Donepascallaliberte
The Jobs-To-Be-Done theory (by Clayton Christensen of Harvard Business School) says this: people don’t buy your product, they hire your product for a job.
Understand the job, understand why people switch to your product, and marketing your product will be much less of a guessing game.
This presentation was given on:
- April 7, 2017: hosted by Invest Ottawa
- May 25, 2017: hosted by Impact Hub Ottawa
Slides updated with narration. Links from the presentation are at:
http://pascallaliberte.me
CRO & Jobs To Be Done - Jon Hayes @ CRO ProsJon Hayes
It can be incredibly difficult to manage a website when the product you are trying to sell is something many consumers don’t understand well. Let alone trying to optimise that experience especially when it’s multi channel and there are various teams involved.
So how do you build meaningful experiments that will take your website to the next level? We hear the phrase customer centricity used all the time but how can we bring that ideal into the optimisation process to start driving the big improvements the organisation wants?
The Jobs To Be Done framework may just be the key to helping you focus on the changes that will really matter to your customers.
Jon Hayes has been in the digital space for a decade. He started by working with several agencies before shifting over to the financial services sector to build digital experiences their customers would finally enjoy.
Practical Experience with Christensen's Innovation Methodology JOBS(R) Jobs-t...vonreventlow
Clayton Christensen's Jobs-to-be-done approach describe a series of steps to create innovation systematically. This deck describes the application of the methodology to the creation of the Avaya Flare User Experience, the Avaya Digital Video Device and the related enterprise cloud offer. We found key for success is to add focus on emotions. And the result to be a condensed job description as more work is required to detail the solutions that it becomes testable against objectives and barriers.
"From Design Thinking to Design Doing" Suzanne Pellican's presentation from the O'Reilly Design conference on January 21, 2016 at Fort Mason in San Francisco, CA.
My motto this year is "Evolve & Disrupt". I did a couple of keynotes on the matter recently, so I'm sharing this presentation to illustrate how I handle the "fuzzy front-end" of product development, aside from the Lean Startup stuff everybody talks about. Don't be fooled by the funny (and a bit irreverent) cartoons; Jobs To Be Done is a major breakthrough with a lot of practical applications. I have been working solidly on it for the last year and it is totally influencing how I see the world.
The Jobs-To-Be-Done Theory is an economic theory from well-known Harvard Business School Professor Clayton Christensen. The theory will help you with business leadership, disruptive innovation, and growth marketing strategy. The theory was crafted around the notion that instead of looking at the product that people are buying, you need to examine why they are buying the product. You need to ask yourself, "what is the desired outcome that consumers are trying to achieve that is causing them to purchase this product?"
Catalyst - An Intuit Innovation ExperienceIntuit Inc.
On January 29, Intuit is hosting Catalyst, a small, invitation-only event designed to share the best of what we have learned and are practicing around driving innovation. Seventy-five of our valued business partners and customers will get hands–on training on innovation concepts and techniques that were pioneered by our founder Scott Cook.
http://bit.ly/IntuitCatalyst
Getting started with Job to be Done researchFirmhouse
To build a successful new product or service you need to make something people will buy. Jobs to be Done help you to understand why people buy the products they do, and make something they will be willing to pay a premium price for. Learn how, at our Jobs to be Done workshop. We run our workshop monthly, more information: https://goo.gl/jvhnVM
Generating opportunity maps with customer jobs to-be-doneHutch Carpenter
Outlines a method for soliciting your customers' jobs-to-be-done. These customer insights then become an opportunity map for targeting high impact innovation.
Jobs to be Done is best described as a perspective through which new product ideas can be evaluated for usefulness and viability. Understanding your customers’ Jobs to be Done helps determine what specific needs, pain points, or problems to focus on during the innovation process.
The theory of Jobs to be Done was developed by Tony Ulwick and later by Clayton Christensen of Harvard Business School as a complement to his theory of disruptive innovation. Jobs to be Done is a lens through which companies can view their innovation initiatives. People buy products and services to get a “job” done, and the products that are successful are those which help the customer get a job done faster, more easily and less expensively. When a company understands in detail what a functional job is, it is more likely to be able to create solutions to help the customer get a job done more effectively. When the customer can get a job done more easily with a given product, the product will likely be more successful.
Use the templates to identify your customers’ most important jobs to be done and then rank order them to determine the most important jobs to address as part of your innovation efforts.
Using jobs-to-be-done to design better user experiences (UX Cambridge 2017)Neil Turner
"People don’t want to buy a quarter-inch drill. They want a quarter-inch hole." (Theodore Levitt, Harvard marketing professor). Jobs-to-be-done is one of those concepts that intuitively makes so much sense, and yet still isn’t that widely known or used. The idea that you should focus on the job that someone is trying to do, rather than just the means of achieving , is not a revolutionary one, but is nonetheless incredibly powerful and insightful. As Clay Christensen, one of the fellow architects of jobs-to-be-done, has said, "In hindsight the job to be done is usually as obvious as the air we breathe. Once they are known, what to improve (and not to improve) is just as obvious".
This interactive and hands-on workshop, from UX Cambridge 2017 covers how to use jobs-to-be-done to not only come up with innovative ideas, but to research and design better user experiences, regardless of whether someone is starting from a blank sheet, or improving an existing product or service.
It includes how to identify jobs-to-be-done, how to use job stories to help frame jobs-to-be-done and how to enhance personas, user journey maps and even user stories using jobs-to-be-done.
This is the presentation I used to deliver my talk at the USID 2010 Conference in Hyderabad on 20-Nov, 2010. It was based on the Design Thinking exercise facilitated by the Intuit team. The presentation was created using the photographs and artifacts created by our team during the workshop.
Slides from Re-Wired Group's talk on understanding and uncovering 'Jobs to be Done' at Business of Software Conference 2013.
More information about Business of Software - www.BusinessofSoftware.org
The Customer Job To Be Done Canvas - PrototypeHelge Tennø
At an increasing rate (according to IBM C-Suite studies) companies are seeing that they need to figure out ways to put the customer at the center of their attention and decisions. But do businesses have the data or insight to put them there?
In the MIT Sloan Management Review article Finding The Right Product For Your Product Clayton M. Christensen, Scott D. Anthony, Gerald Berstell and Denise Nitterhouse discusses the idea of understanding what jobs customers are trying to solve and then figuring out the reason people are pulling the product into these jobs.
As many others I am currently prototyping a tool for this theory (Work-In-Progress) and my work so far can be seen and downloaded here.
I'm employing the same strategies towards my own business as I do with my clients, therefore the tool is still just a prototype being redesigned and redesigned again. But hopefully there are people out there interested in trying the tool out, give feedback and help on the way forward. This tool is not a parking lot for an idea - but a continuous, hopefully never-ending process.
How to Make Products People Want: The Outcome-Driven Approach To InnovationJean-Francois Hector
Most digital innovations fail because teams lose sight of what customers really want to achieve.
Outcome-Driven Innovation is a powerful way of thinking that puts your customers’ needs at the centre of every conversation.
This simple method will give you the clarity you need to focus on the right opportunities and make better design decisions.
Learn about product design and what it is, why it's important, and methods for approaching design yourself. Slides are copyright Stephanie Engle and taken from a presentation for HackDuke at Duke University.
JTBD Meetup #12: Framing Jobs, Insights from Alan Klement's publication on Jo...Andrej Balaz
In the 12th JTBD Meetup in Berlin we explored a few key insights from the latest publication from Alan Klement on applying the Jobs to be Done paradigm to create successful products. In his book 'When Coffee and Kale Compete' Alan defines understanding the progress customers are trying to make in their lives as the foundation of innovation research and product design.
If you want to know more, reach out to me, Andrej Balaz (@Designamyte on Twitter) and my co-speakers Tor (@lovskogen) and Hannes (@kaffeetrinken). To meet us in person, come to the next meetup. https://www.meetup.com/Berlin-Jobs-To-Be-Done-Meetup/
Neo niche integrated – inclusive growth based on the premise of ideasNeoNiche Integrated
While he got the opportunity to become a doctor, Prateek Kumar chose Hotel Management instead. Born eldest of three brothers in Ranchi, which used to be a sleepy little hamlet at the time, Prateek says, he was raised by his working class parents...
The Jobs-To-Be-Done Theory is an economic theory from well-known Harvard Business School Professor Clayton Christensen. The theory will help you with business leadership, disruptive innovation, and growth marketing strategy. The theory was crafted around the notion that instead of looking at the product that people are buying, you need to examine why they are buying the product. You need to ask yourself, "what is the desired outcome that consumers are trying to achieve that is causing them to purchase this product?"
Catalyst - An Intuit Innovation ExperienceIntuit Inc.
On January 29, Intuit is hosting Catalyst, a small, invitation-only event designed to share the best of what we have learned and are practicing around driving innovation. Seventy-five of our valued business partners and customers will get hands–on training on innovation concepts and techniques that were pioneered by our founder Scott Cook.
http://bit.ly/IntuitCatalyst
Getting started with Job to be Done researchFirmhouse
To build a successful new product or service you need to make something people will buy. Jobs to be Done help you to understand why people buy the products they do, and make something they will be willing to pay a premium price for. Learn how, at our Jobs to be Done workshop. We run our workshop monthly, more information: https://goo.gl/jvhnVM
Generating opportunity maps with customer jobs to-be-doneHutch Carpenter
Outlines a method for soliciting your customers' jobs-to-be-done. These customer insights then become an opportunity map for targeting high impact innovation.
Jobs to be Done is best described as a perspective through which new product ideas can be evaluated for usefulness and viability. Understanding your customers’ Jobs to be Done helps determine what specific needs, pain points, or problems to focus on during the innovation process.
The theory of Jobs to be Done was developed by Tony Ulwick and later by Clayton Christensen of Harvard Business School as a complement to his theory of disruptive innovation. Jobs to be Done is a lens through which companies can view their innovation initiatives. People buy products and services to get a “job” done, and the products that are successful are those which help the customer get a job done faster, more easily and less expensively. When a company understands in detail what a functional job is, it is more likely to be able to create solutions to help the customer get a job done more effectively. When the customer can get a job done more easily with a given product, the product will likely be more successful.
Use the templates to identify your customers’ most important jobs to be done and then rank order them to determine the most important jobs to address as part of your innovation efforts.
Using jobs-to-be-done to design better user experiences (UX Cambridge 2017)Neil Turner
"People don’t want to buy a quarter-inch drill. They want a quarter-inch hole." (Theodore Levitt, Harvard marketing professor). Jobs-to-be-done is one of those concepts that intuitively makes so much sense, and yet still isn’t that widely known or used. The idea that you should focus on the job that someone is trying to do, rather than just the means of achieving , is not a revolutionary one, but is nonetheless incredibly powerful and insightful. As Clay Christensen, one of the fellow architects of jobs-to-be-done, has said, "In hindsight the job to be done is usually as obvious as the air we breathe. Once they are known, what to improve (and not to improve) is just as obvious".
This interactive and hands-on workshop, from UX Cambridge 2017 covers how to use jobs-to-be-done to not only come up with innovative ideas, but to research and design better user experiences, regardless of whether someone is starting from a blank sheet, or improving an existing product or service.
It includes how to identify jobs-to-be-done, how to use job stories to help frame jobs-to-be-done and how to enhance personas, user journey maps and even user stories using jobs-to-be-done.
This is the presentation I used to deliver my talk at the USID 2010 Conference in Hyderabad on 20-Nov, 2010. It was based on the Design Thinking exercise facilitated by the Intuit team. The presentation was created using the photographs and artifacts created by our team during the workshop.
Slides from Re-Wired Group's talk on understanding and uncovering 'Jobs to be Done' at Business of Software Conference 2013.
More information about Business of Software - www.BusinessofSoftware.org
The Customer Job To Be Done Canvas - PrototypeHelge Tennø
At an increasing rate (according to IBM C-Suite studies) companies are seeing that they need to figure out ways to put the customer at the center of their attention and decisions. But do businesses have the data or insight to put them there?
In the MIT Sloan Management Review article Finding The Right Product For Your Product Clayton M. Christensen, Scott D. Anthony, Gerald Berstell and Denise Nitterhouse discusses the idea of understanding what jobs customers are trying to solve and then figuring out the reason people are pulling the product into these jobs.
As many others I am currently prototyping a tool for this theory (Work-In-Progress) and my work so far can be seen and downloaded here.
I'm employing the same strategies towards my own business as I do with my clients, therefore the tool is still just a prototype being redesigned and redesigned again. But hopefully there are people out there interested in trying the tool out, give feedback and help on the way forward. This tool is not a parking lot for an idea - but a continuous, hopefully never-ending process.
How to Make Products People Want: The Outcome-Driven Approach To InnovationJean-Francois Hector
Most digital innovations fail because teams lose sight of what customers really want to achieve.
Outcome-Driven Innovation is a powerful way of thinking that puts your customers’ needs at the centre of every conversation.
This simple method will give you the clarity you need to focus on the right opportunities and make better design decisions.
Learn about product design and what it is, why it's important, and methods for approaching design yourself. Slides are copyright Stephanie Engle and taken from a presentation for HackDuke at Duke University.
JTBD Meetup #12: Framing Jobs, Insights from Alan Klement's publication on Jo...Andrej Balaz
In the 12th JTBD Meetup in Berlin we explored a few key insights from the latest publication from Alan Klement on applying the Jobs to be Done paradigm to create successful products. In his book 'When Coffee and Kale Compete' Alan defines understanding the progress customers are trying to make in their lives as the foundation of innovation research and product design.
If you want to know more, reach out to me, Andrej Balaz (@Designamyte on Twitter) and my co-speakers Tor (@lovskogen) and Hannes (@kaffeetrinken). To meet us in person, come to the next meetup. https://www.meetup.com/Berlin-Jobs-To-Be-Done-Meetup/
Neo niche integrated – inclusive growth based on the premise of ideasNeoNiche Integrated
While he got the opportunity to become a doctor, Prateek Kumar chose Hotel Management instead. Born eldest of three brothers in Ranchi, which used to be a sleepy little hamlet at the time, Prateek says, he was raised by his working class parents...
Ever get questions like these from your employees?
Why is my bonus less this year than last year? Why was my raise not higher? Why are you not paying me as much as salary.com says you should be paying me? Why can’t I have stock? Why…
You get the picture. Questions like these can put you on the defensive and strain your relationship with your employees. Worse, they evidence you have created a culture of entitlement. Yikes!
To learn how to make questions like these go away and transition your employees from a sense of entitlement to one of stewardship, be sure to watch our on-demand broadcast. You will not want to miss it!
In this broadcast, you will learn:
How entitlement takes root and what you can do to prevent it.
How a clear compensation philosophy can make 90% of pay complaints go away.
How to use market pay data more effectively—and why it is less important than you (and your employee’s) think.
What it means to have a balanced pay strategy and why it will make your value proposition more compelling.
Why a Total Rewards approach is critical to creating a positive employee experience, and…
Why today’s talent trends make it essential your people have that positive employee experience.
Jason Fraser - A Leaders' Guide to Implementing Lean Startup in OrganisationsLean Startup Summit EMEA
The Leader's Guide Workshop walks through the 8 Sections of Eric Reis's Leader's Guide, breaking out each section into actions that you can take as a leader to bring Lean Startup to your organization. We'll cover some of the basics of Lean Startup and how to reframe them for easier consumption in your organisation, then delve into the difficult areas of people, money, and scale.
Bert Van Rompaey - Head of HR BNP Paribas FortisHRmagazine
Lange termijn inzetbaarheid door personalisering.
Bert Van Rompaey, Head of HR bij BNP Paribas Fortis, vertelt ons over twee unieke concepten in ons land. Ze gaan beide over lange termijn inzetbaarheid door personalisering. Het betreft levenslang leren en rewarding.
Op het vlak van levenslang leren pakt de bank binnenkort uit met een systeem van artificiële intelligentie, met behulp van een chatbot. Doel is het systeem intuïtief een gesprek te laten voeren met elke medewerker over diens persoonlijke opleidingsbehoefte en –prioriteit. De medewerker krijgt voor vorming overigens een persoonlijk budget.
Anderzijds wordt deze personalisering doorgetrokken naar het loonbeleid. Het concept gaat verder dan de klassieke cafétariaplannen. Door de kans te geven loonpakketten te individualiseren, stuurt het bedrijf naar duurzaamheid en lange termijn inzetbaarheid.
You are paying up to 30% of your payroll for benefits and pensions. Are you getting full value? Have you considered different funding arrangements? Have you considered flexible spending accounts? How about considering an ASO plan if you are over 100 employees? How about integrating a wellness program into your benefits program and receive a 20 to 1 payback in terms of reduced benefit costs, increased productivity, improved lost time, and increased employee health?
The second Service Matters' Ideas Lab was more than just a conference for senior housing leaders. It provided an opportunity to create ideas and network with fellow innovators. Whether you were there for thought-provoking debate, workshops or discussions, the Service Matters' Ideas Lab provided the perfect platform to generate innovative solutions for your business.
A presentation on the many innovative things we did while executing the Aadhaar projects both for UIDAI & NPR. The skills are transferable and applicable to any customer service project and/or any field based data collection or processing project like FI (Financial Inclusion), CSC (Customer Service Centres), ESeva / MeeSeva (billng & collection) etc.
"Stop making excuses a culture first approach to product centricity" by Jorda...Productized
Many companies understand the value / benefits of becoming a holistic, Design-driven, Product-centric organization
Jordan's PRODUCTIZED presentation outlines a playbook of culture development, helping leaders and teams to identify opportunities to LIVE these principles, to identify opportunities for their application and experience the benefits of their comprehension and use.
The Leader's Guide Workshop - Pivotal Labs TokyoJeana Alayaay
These are the slides that were used for the 3rd Leader's Guide Workshop that was help at Pivotal Japan on Friday, 6/17/16. The content was developed by Janice Fraser, the Director of People for Pivotal. It is based on The Leader's Guide by Eric Ries and is officially endorsed by him.
this presentation will teach you how to make simply and effective pitch deck for fund arise.
This is develop by Anup kumar, founder at Mychhotashop, Shiksha - Upyog.
How to Master Product Management Case Studies by fmr Groupon PMProduct School
Main takeaways
- How does one proceed in an interview when given a product case study to solve
- What are some of the most common case questions to practice
- What hiring managers are looking for when asking candidates to solve a product case
- The importance of a good hypothesis
- Best frameworks that can come in handy
Similar to SF Design Week - First Use Playbook (20)
Conversational UI: How to walk the talkStephen Gay
Hosted by: Stephen Gay & Kay Viswanadha
The promise of conversational UI – your users already know how to talk to another human, now they can do just that with your product. As a designer, you have many different choices to consider in delivering conversational experiences to your customers – whether it’s through virtual assistants, chat UI or chatbots on messaging platforms.
Come join this workshop where we’ll share our learnings and do some hands-on exercises together to design conversational experiences.
In this workshop we’ll cover:
- Fundamentals of CUI & determining what’s right for your product
- Discussion on ingredients of CUI experiences
- Identifying features and prototyping CUI
- Multisensory CUI & emerging design patterns
Adopting VUI in a GUI world - Enterprise UX MeetupStephen Gay
Apple’s Siri and Google Now have ignited consumers’ interest in VUI by delivering valuable and delightful customer experiences. Innovative companies can leverage VUI solutions to create a competitive advantage. But how do you drive the adoption of VUI in an organization with a long GUI-only history? We'll share the frameworks we used to evangelize VUI to help you start your own grassroots VUI movement.
Evangelizing and Designing Voice User Interface: Adopting VUI in a GUI worldStephen Gay
Evangelizing and designing voice user interface in an organization with a long GUI-only history.
Apple’s Siri and Google Now have ignited consumers’ interest in voice user interface (VUI) by delivering valuable and delightful customer experiences. Innovative companies can leverage VUI solutions to create a competitive advantage. But how do you drive the adoption of VUI in an organization with a long GUI-only history? We'll share the frameworks we used to evangelize VUI, offer key insights and design principles to help you start your own grassroots VUI movement, and provide best practices and a VUI brainstorming canvas.
Mobile Voice 2012 – Evangelizing Voice: Lessons learned in design innovationStephen Gay
About the talk – “How do you drive the adoption of voice in an organization with a long GUI-only history? We’ll share the frameworks we used to evangelize voice, as well as key insights and design principles that will help you start your own grassroots VUI movement in your organization.”
Ignite Potential – Value exchange networks (Stephen Gay and Rich Radka)Stephen Gay
What does every successful start-up, venture capitalist and savvy designer know? It’s that “value exchange networks” have the power to ignite massive human potential to grow business and delight consumers through connected services. If you’ve checked in with Foursquare, rated a seller on eBay, or answered a question on Quora, then you’ve participated in a value exchange network. So what are value exchange networks? They are networks in which the value is co-created and exchanged in a decentralized and distributed way by all participants – consumers are transformed into creators, promoters, problem-solvers, and even co-owners. Today most industries are being transformed by leveraging these value exchange networks. Services are shifting from an era in which companies created and delivered monolithic offerings to passive consumers, to an era in which services exist as networks of value co-creation. In this new landscape, lines separating consumer and company are dissolving, and companies are acting as enablers of value creation, discovery, and exchange rather than solely creators and distributors.
Game Thinking - The Business of Gaming (Gamification)Stephen Gay
Companies can leverage game thinking (gamification) to delight customers, increase usage and achieve business goals. The following deck is an overview of my research on the topic of gamification and game thinking. Enjoy!
Fonts play a crucial role in both User Interface (UI) and User Experience (UX) design. They affect readability, accessibility, aesthetics, and overall user perception.
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
White wonder, Work developed by Eva TschoppMansi Shah
White Wonder by Eva Tschopp
A tale about our culture around the use of fertilizers and pesticides visiting small farms around Ahmedabad in Matar and Shilaj.
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!
Book Formatting: Quality Control Checks for DesignersConfidence Ago
This presentation was made to help designers who work in publishing houses or format books for printing ensure quality.
Quality control is vital to every industry. This is why every department in a company need create a method they use in ensuring quality. This, perhaps, will not only improve the quality of products and bring errors to the barest minimum, but take it to a near perfect finish.
It is beyond a moot point that a good book will somewhat be judged by its cover, but the content of the book remains king. No matter how beautiful the cover, if the quality of writing or presentation is off, that will be a reason for readers not to come back to the book or recommend it.
So, this presentation points designers to some important things that may be missed by an editor that they could eventually discover and call the attention of the editor.
Can AI do good? at 'offtheCanvas' India HCI preludeAlan Dix
Invited talk at 'offtheCanvas' IndiaHCI prelude, 29th June 2024.
https://www.alandix.com/academic/talks/offtheCanvas-IndiaHCI2024/
The world is being changed fundamentally by AI and we are constantly faced with newspaper headlines about its harmful effects. However, there is also the potential to both ameliorate theses harms and use the new abilities of AI to transform society for the good. Can you make the difference?
7. 7 Intuit Confidential and Proprietary
DELIVER THE
CUSTOMER
BENEFIT
DELIVER WITH
EASE
DELIVER
POSITIVE EMOTION
THIS IS
AWESOME
Awesome Product Experiences
INTUITAPEX PYRAMID
LIKE MASLOW’S NEEDS, WE NEED TO DELIVER ALL THREE TO SUCCEEED.
8. 8 Intuit Confidential and Proprietary
Benefit
Ease
Emotion
DELIGHT
NPS
COMPANY
GROWTH
Awesome Product Experiences
9. 9 Intuit Confidential and Proprietary
Our Story
June2015
TASKED WITH IMPROVING THE
QUICKBOOKS ECOSYSTEM
FIRST TIME USE EXPERIENCE
Dec2015
LAUNCHED TEST FOCUSED ON
INCREASING ENGAGEMENT
WITH TASKS
LAUNCHED TEST FOCUSED ON
INCREASING ENGAGEMENT
WITH KEY JOBS
DEVELOPED AND TESTED A
SERIES OF FIRST USE
PATTERNS TO IMPROVE THE
CUSTOMER EXPERIENCE
FOCUSED ON END TO END
FIRST TIME USE EXPERIENCES
FOR KEY JOBS
Jan2016 Mar2016 2017
Coming soon!
13. 13 Intuit Confidential and Proprietary
Definitions
BENEFIT
EXAMPLE: PAYROLL IS DONE
What the user achieves when they complete one or more jobs
A market-ready solution for one or more jobs
OFFERING
EXAMPLE: PAYING EMPLOYEES + PAYROLL TAXES = PAYROLL OFFERING
JOB
A core function the user wants to complete, made up of several tasks
EXAMPLE: PAYING EMPLOYEES
TASK
One of several steps a user needs to take to accomplish a job
EXAMPLE: ADDING A NEW PAY TYPE
14. People don’t want a
quarter-inch drill, they
want a quarter-inch hole.
– Theodore Levitt
Economist & Harvard Business School Professor
15. 15 Intuit Confidential and Proprietary
People buy products and services to get
jobs done. Products come and go, but
underlying jobs do not go away. Our goal is
to solve the job well.
16. 16 Intuit Confidential and Proprietary
Apps we love solve jobs that matter to us
Focus on Jobs
17. 17 Intuit Confidential and Proprietary
Pay employees Add employees
Add pay types
Add garnishments/deductions
File new hire forms
Calculate paychecks
Cut & deliver paychecks
Account for cost of labor
Post labor law posters
Track employee hours
Track employee performance
Breaking Jobs Into Tasks
THEJOB THETASKS
19. BENEFIT
Payroll is done
Overview of today
SETUP ACHIEVE BENEFITDISCOVER UNDERSTAND SEALTHE DEAL
TASK
Add employee
TASK
Add pay types
TASK
Run payroll
TASK
Find payroll solution
TASK
Payroll compliance
TASK
Pay for the solution
JOB
Pay employees
JOB
File payroll taxes
PATTERN
Zero State
PATTERN
Learn Page
PATTERN
Step Flow
PATTERN
Guided Tour
PATTERN
Product selector
PATTERN
Before task modal
PATTERN
Video pattern
PATTERN
Dashboard cards
PATTERN
Task list
PATTERN
Price Calculators
20. 20 Intuit Confidential and Proprietary
Exercise 1
Mapping the
journey
Exercise 2
Measuring the
Benefit
Exercise 3
Delivering
Delight
21. 21 Intuit Confidential and Proprietary
What are all of the tasks involved in completing a job
today?
22. 22 Intuit Confidential and Proprietary
Exercise 1
Mapping the journey
Supporting the customers journey from
discovery to achieving the benefit.
Exercise 2
Measuring
Benefit
Exercise 3
Delivering
Delight
23. 23 Intuit Confidential and Proprietary
First Use Journey
DISCOVER
Exposing the user to a tailored, recommended
solution based on what we know about them.
SETUP
Guiding the user through entering data, configuring
settings, or customizing a feature.
ACHIEVE BENEFIT
Ensuring the user feels the value of the benefit
by experiencing it for the first time.
SEALTHE DEAL
Helping the user choose a plan based
on what we know about them.
UNDERSTAND
Helping the user understand what’s at stake, why
it’s relevant, and what the benefits are.
24. 24 Intuit Confidential and Proprietary
First Use Journey
SETUP ACHIEVE BENEFITDISCOVER UNDERSTAND SEALTHE DEAL
BEHAVIOR MECHANICS
_ Social Proof
_ Curiosity
_ Exclusivity
_Loss Aversion
USER DATA
_ Profile demographics
_ Usage data
_ Status
VISUALIZE THE VALUE
_ Sneak peek of features
CONSIDER
_ What’s at stake?
_ Design for the “aha!”
_ What’s the unique value
proposition?
_ How much will it cost?
CONSIDER
_ Not asking for info you
don’t need
_ Teaching through the
process of doing
_ Ask simple questions
_ Demonstrate progress
_ Establish trust
_ Eliminate steps
CONSIDER
_ Make it an own-able
moment
_Celebrate success
_ Clarify next steps
_Encourage repeat use
and habit forming
CONSIDER
_ Will the solution benefit
me?
_ Allowing the user to try
before buying
_ Clear pricing
communication
_ Price should feel better
than the competition
25. JOB Get a rideBENEFIT
First Use Journey
SETUP ACHIEVE BENEFITDISCOVER UNDERSTAND SEALTHE DEAL
Arrive at destination
TASKS TASKS TASKS TASKS TASKS
Hear about it from a friend
Search for it in app store
Download the app
Open the app
Create an account
Enable Geo-location
Add credit card
Open the app
Enter destination
Select type of ride
Wait for driver
Get stuff loaded into car
Take the ride
Get out of the car
Money leaves bank
Rate the driver
Learn about what it does
Who are the drivers?
How much does a ride
cost?
How long does it take?
Guarantees?
How do I get a ride?
26. JOB Pay employeesBENEFIT
First Use Journey
SETUP ACHIEVE BENEFITDISCOVER UNDERSTAND SEALTHE DEAL
Accounting is done
TASKS TASKS TASKS TASKS TASKS
Get recommendation in
QuickBooks
Learn about what it does
How does this compare to
ADP?
How much does it cost?
How do taxes work?
Which plan is right for me?
Add business info
Set up bank account
Create employee profile
Employee submits I-9, W-
4
File new hire paperwork
Log in to time tracker
Review and approve hours
Enter employee time
Submit payroll
Understand the cost
Add employee pay info Wait for bank transfer
Get confirmation that they
were paid
Calculate per employee
fees
Select service level
Select add-on services
Enter credit card info
Receive bill
What about worker’s
comp? Labor laws?
What pay types are
available? Deductions?
27. 27 Intuit Confidential and Proprietary
Exercise 1: First Use Journey
10 mins
● Individually: Pick a core job from a product you know or work on. Map the job from end to end using the First Use
Journey worksheet.
● Find a Buddy: Share your worksheets with each other for feedback. Point out any missing tasks.
● Everyone: 2-3 people share with the room
Your turn!
YOUR CHALLENGE
31. 31 Intuit Confidential and Proprietary
Exercise 2
Measuring the benefit
Ensure the team is working on and
measuring the most important tasks for
the customer.
Exercise 3
Delivering
Delight
32. 32 Intuit Confidential and Proprietary
Job: Online Shopping
Customer Benefit: Best selection, fast & affordable
Measure: % lowest priced products, delivery time
Job: Managing Notes
Customer Benefit: Always accessible
Measure: Uptime
Job: Driving
Customer Benefit: Lowest price & most convenient
Measure: % rides at lowest price, lowest wait time
Job: Pay Employees
Customer Benefit: Confidence & efficiency
Measure: % paycheck errors, time to run payroll
Measuring the benefit
33. 33 Intuit Confidential and Proprietary
“That was easy.”
“It took me half the
time it normally
takes!”
“The app connected
directly to my time
tracking tool.”
“I know my
paychecks are
accurate.”
“Everyone got paid
on time.”
Efficiency Confidence
Measuring the payroll benefit
“I know I got my
payroll taxes right.”
34. 34 Intuit Confidential and Proprietary
From measuring business results (conversion)
Measuring the benefit
Define the best way to
measure the benefit.
Time to complete & time spent waiting
How are we performing today?
What is the mid-term and long term goal?
TARGET
TASK ACTUAL
To measuring customer results (efficiency & confidence)
CYCLE PAIN
Degree of pain
35. STAGE SetupJOB
Measuring Benefit
CYCLE TARGETTASK ACTUAL PAIN
Get a ride
LIST THE SMALL TASKS THAT LADDER UP TO THE OVERALL
JOB
TIME TO COMPLETE TIME SPENT
WAITNG
GOAL TIME LOW, MED, OR HIGH PAIN
L
L
L
L
L
M
M
M
M
M
H
H
H
H
H
Login/create account
Enable geo-location
Add credit card info
60 sec
10 sec
2 min
0 sec
0 sec
3 min
0 sec
0 sec
1 min
H
L
L
36. STAGE SetupJOB
Measuring Benefit
CYCLE TARGETTASK ACTUAL PAIN
Pay employees
LIST THE SMALL TASKS THAT LADDER UP TO THE OVERALL
JOB
TIME TO COMPLETE TIME SPENT
WAITNG
GOAL TIME LOW, MED, OR HIGH PAIN
L
L
L
L
L
M
M
M
M
M
H
H
H
H
H
Employer adds business info
Employer sets up bank account
Employer creates employee profile
Employee submits I-9, W-4 paperwork
Employer adds employee pay info
30 sec
30 sec
2 min
0 sec
1 min
0 sec
3 min
0 sec
1-5 days
0 sec
30 sec
30 sec
1 min
1 min
0 sec
37. 37 Intuit Confidential and Proprietary
Exercise 2: Measuring the benefit
10 mins
● Individually: Choose one stage from the first use journey and list out the tasks. Then list out how much time
it currently takes a user to complete the task, how much time the user waits, and how painful the task is.
● Find a Buddy: Share your lists of tasks and relative pain
● Everyone: 2-3 people share their framework with the room
Your turn!
YOUR CHALLENGE
39. BENEFIT
Payroll is done
JOB
Pay employees
TASK
Add employee
TASK
Add pay types
TASK
Run payroll
TASK
Find payroll solution
TASK
Payroll compliance
TASK
Pay for the solution
So far…
SETUP ACHIEVE BENEFITDISCOVER UNDERSTAND SEALTHE DEAL
PATTERN
Zero State
PATTERN
Learn Page
PATTERN
Step Flow
PATTERN
Guided Tour
PATTERN
Product selector
PATTERN
Before task modal
PATTERN
Video pattern
PATTERN
Dashboard cards
PATTERN
Task list
PATTERN
Price Calculators
40. 40 Intuit Confidential and Proprietary
How do we create a consistent experience across
multiple jobs and tasks?
41. 41 Intuit Confidential and Proprietary
Exercise 3
Delivering delight
Solve the customer pain by leveraging
patterns for awesome first use
experiences.
Exercise 3
Delivering
Delight
42. 42 Intuit Confidential and Proprietary
First Use Patterns
SETUP ACHIEVE BENEFITDISCOVER UNDERSTAND SEALTHE DEAL
_ Zero state page
_ Guidance tip
_ In-page tip
_ Dashboard card
_ Before task modal
_ After task modal
_ What’s new
_ Task list
_ Email
_ Learn page
_ Help topics
_ Video pattern
_ Step-flow
_ Zero state page
_ Dashboard cards
_ Task list
_ Guided tour
_ Task list
_ Confirmation
_ Video pattern
_ After task modal
_ Help-me-choose tool
_ Plan comparison
_ Competitor comparison
49. TASK Add credit cardSTAGE
Pattern Sketches
NOTES
Setup
DESCRIBE THE PATTERN YOU CHOSE AND WHY
DISCOVER
Instead of having a user type in their credit
card info on a tiny phone keyboard, we could
allow them to quickly snap a photo and have
their credit card on file. This would eliminate
the time it takes to manually key the numbers
in.
50. TASK Employee add I-9, W-4STAGE
Pattern Sketches
NOTES
Setup
DESCRIBE THE PATTERN YOU CHOSE AND WHY
DISCOVER
By delegating the responsibility of uploading
new hire forms to the employee, we can save
the time that it takes for the employee and the
employer to communicate, fix mistakes, etc.
The employee can access a secure online
portal to fill out all of their own setup
information.
51. Exercise 3: Delivering delight
10 mins
● Individually: Choose one of the most painful tasks from your Measuring the Benefit worksheet. Then, using
one of the First Use Patterns, sketch out a solution, screen, or experience that could help make the
experience more delightful for your customer.
● Find a Buddy: Share your sketch with a partner
● Everyone: 2-3 people share their sketches with the room
Your turn!
YOUR CHALLENGE
53. 53 Intuit Confidential and Proprietary
BENEFIT
Payroll is done
JOB
Pay employees
TASK
Add employee
TASK
Add pay types
TASK
Run payroll
JOB
File payroll taxes
TASK
Find payroll solution
TASK
Payroll compliance
TASK
Pay for the solution
To review…
SETUP ACHIEVE BENEFITDISCOVER UNDERSTAND SEALTHE DEAL
PATTERN
Zero State
PATTERN
Learn Page
PATTERN
Step Flow
PATTERN
Guided Tour
PATTERN
Product selector
PATTERN
Before task modal
PATTERN
Video pattern
PATTERN
Dashboard cards
PATTERN
Task list
PATTERN
Price Calculators
54. 54 Intuit Confidential and Proprietary
Wrap Up
Benefit
Ease
Emotion
DELIGHT
NPS
COMPANY
GROWTH
55. 55 Intuit Confidential and Proprietary
Resources shared on…
● #focusonfirstuse #sfdw
● LinkedIn Group
Methods
● First Use Journey
● Measuring the Benefit
● First Use Patterns
Resources & Tools
58. 58 Intuit Confidential and Proprietary
JOBBENEFIT
First Use Journey
SETUP ACHIEVE BENEFITDISCOVER UNDERSTAND SEALTHE DEAL
TASKS TASKS TASKS TASKS TASKS
59. 59 Intuit Confidential and Proprietary
JOBBENEFIT
First Use Journey
SETUP ACHIEVE BENEFITDISCOVER UNDERSTAND SEALTHE DEAL
TASKS TASKS TASKS TASKS TASKS
60. 60 Intuit Confidential and Proprietary
JOBBENEFIT
First Use Journey
SETUP ACHIEVE BENEFITDISCOVER UNDERSTAND SEALTHE DEAL
TASKS TASKS TASKS TASKS TASKS
61. 61 Intuit Confidential and Proprietary
STAGEJOB
Measuring Benefit
CYCLE TARGETTASK ACTUAL PAIN
LIST THE SMALL TASKS THAT LADDER UP TO THE OVERALL
JOB
TIME TO COMPLETE TIME SPENT
WAITNG
GOAL TIME LOW, MED, OR HIGH PAIN
L
L
L
L
L
M
M
M
M
M
H
H
H
H
H
62. 62 Intuit Confidential and Proprietary
STAGEJOB
Measuring Benefit
CYCLE TARGETTASK ACTUAL PAIN
LIST THE SMALL TASKS THAT LADDER UP TO THE OVERALL
JOB
TIME TO COMPLETE TIME SPENT
WAITNG
GOAL TIME LOW, MED, OR HIGH PAIN
L
L
L
L
L
M
M
M
M
M
H
H
H
H
H
63. 63 Intuit Confidential and Proprietary
STAGEJOB
Measuring Benefit
CYCLE TARGETTASK ACTUAL PAIN
LIST THE SMALL TASKS THAT LADDER UP TO THE OVERALL
JOB
TIME TO COMPLETE TIME SPENT
WAITNG
GOAL TIME LOW, MED, OR HIGH PAIN
L
L
L
L
L
M
M
M
M
M
H
H
H
H
H
64. 64 Intuit Confidential and Proprietary
TASKSTAGE
Pattern Sketches
NOTES
DESCRIBE THE PATTERN YOU CHOSE AND WHY
DISCOVER
65. 65 Intuit Confidential and Proprietary
TASKSTAGE
Pattern Sketches
NOTES
DESCRIBE THE PATTERN YOU CHOSE AND WHY
DISCOVER
66. 66 Intuit Confidential and Proprietary
TASKSTAGE
Pattern Sketches
NOTES
DESCRIBE THE PATTERN YOU CHOSE AND WHY
DISCOVER
Editor's Notes
How we innovate. Design 4 Delight
Know your customer better than they know themselves.
To get one great idea, you have to create lots. Your first idea is usually not your best.
Watching how our customers behave is far better than our opinion.
Reference
https://strategyn.com/customer-centered-innovation-map/
http://www.christenseninstitute.org/key-concepts/jobs-to-be-done/
The jobs-to-be-done framework emerged as a helpful way to look at customer motivations in business settings. Conventional marketing techniques teach us to frame customers by attributes—using age ranges, race, marital status, and other categories that ultimately create products and entire categories too focused on what companies want to sell, rather than on what customers actually need. The jobs-to-be-done framework is a tool for evaluating the circumstances that arise in customers’ lives. Customers rarely make buying decisions around what the “average” customer in their category may do—but they often buy things because they find themselves with a problem they would like to solve. With an understanding of the “job” for which customers find themselves “hiring” a product or service, companies can more accurately develop and market products well-tailored to what customers are already trying to do. - See more at: http://www.christenseninstitute.org/key-concepts/jobs-to-be-done/#sthash.FIC7wY0k.dpuf