This document summarizes a meeting for the Sketch App user group from January 2017. It discusses the work of Casper Nybro Hach as the lead product designer for Servicelovers, a company aiming to change customer service. It describes Servicelovers' tools like Invision and Sketch, their process involving research, concept design and prototyping, stakeholders, and work in progress including apps, identity, and printed materials. It also covers lessons learned like needing patience in convincing others of design ideas in a startup context.
How do you build products that meet the needs of actual people, without talking to 7.5 Billion people? The answer is to use Personas, a tool for designers and devs to represent the key identities and problems our customers want to solve in a simple way that can be shared as a team and help keep your team build something people want.
Sketching As a Communication and Collaboration Tool.Aaron Irizarry
Product teams often consist of team members with various disciplines and approaches to product design, this can often present communication hurdles with team members (designers, devs, product managers, marketing,research, etc) as well as kinks in team collaboration. In this talk, Aaron will provide tools, tips, and insights into using sketching to help improve communication and collaboration within product teams.
How do you build products that meet the needs of actual people, without talking to 7.5 Billion people? The answer is to use Personas, a tool for designers and devs to represent the key identities and problems our customers want to solve in a simple way that can be shared as a team and help keep your team build something people want.
Sketching As a Communication and Collaboration Tool.Aaron Irizarry
Product teams often consist of team members with various disciplines and approaches to product design, this can often present communication hurdles with team members (designers, devs, product managers, marketing,research, etc) as well as kinks in team collaboration. In this talk, Aaron will provide tools, tips, and insights into using sketching to help improve communication and collaboration within product teams.
Building a $100k and flexible design careeradambcarney
This book is a step-by-step overview to how to build a 100k and flexible career in graphic design. It was written by a group of people who actually do it, and is loaded with practical information.
This is a presentation on Evaluation Question 7 - Looking back at your preliminary task, what do you feel you have learnt in the progression from it to the full product?
A voluntary group of like-minded staff have now put together a sharing deck for all of you, which highlights some of these learnings and more importantly, how being a creative person impacts them personally and in the work they do at Collab Asia
Often times we hear it spoken about how UX can change business within a company, or an explanation of what UX is, or how the culture can become transformed by understanding the language of business and how to marry it with UX. The foundation of understanding this is important, but what does the journey look like in getting there?
In this talk different processes will be shown in how to accomplish all of the above. Most importantly, a process of being adaptive and empathetic. Whether it’s in a corporate environment, a small business, or a start-up company, anyone can benefit from these different kinds of design processes, strategies, thoughts, and realistic points of view.
Design the Conversation: An approach to help you stay focused on the customer Sara Walsh
This workshop shared a tactic you can use to design and plan content for customer experiences. It's an activity we use at Capital One to help us make sure our content is clear, human, and relevant across our experiences -- and it helps get key work partners from all disciplines aligned too.
Responsive Discovery: The underpants of a great web project Steve Fisher
Responsive design and content can be daunting, especially within big systems. But don’t be afraid! This is your chance to find the humanity in your project: the emotional, political, cultural, and functional issues that make the difference.
Your discovery process can make or break your responsive project. Learn from our great successes—and horrible ideas that didn’t go quite as planned. Practical examples will show you what makes a discovery process work:
Understand how a responsive design process impacts team dynamics and workflow.
Learn how to encourage collaboration across departments and silos.
Find out how a responsive discovery can change a project (and why that’s okay).
Get cozy with your customers, stakeholders, and content authors. We are all allies in the fight to make the web a better place.
Getting into UX: How to take your first steps to a career in user experiencePhil Barrett
Want to work in UX but can't get a job without experience? Here are a few ideas about how to break into the UX business, make a portfolio, win at your interview and design assessment - and whether UX is the right career for you. You can start doing UX in the job you already have, then build a portfolio from that.
3 simple steps to create your company logo - An essential guide for entrepren...Nishchal Par
This is a short guide that will help entrepreneurs and start ups to design a professional and versatile logo investing little time and with little or no money.
With the pace of business as fast as it is, it’s easy to feel overwhelmed. Demands and deadlines stack up quickly and the way forward gets quickly obscured. It can be paralyzing.
In those moments, a new perspective can feel like a breath of fresh air, which is why we created this guidebook to help you envision clear business goals with an architected approach.
If you're interested in approaching your work with an architect mindset, reach out to us at connect@oxygenexp.com or oxygenexp.com/contact/
Building a $100k and flexible design careeradambcarney
This book is a step-by-step overview to how to build a 100k and flexible career in graphic design. It was written by a group of people who actually do it, and is loaded with practical information.
This is a presentation on Evaluation Question 7 - Looking back at your preliminary task, what do you feel you have learnt in the progression from it to the full product?
A voluntary group of like-minded staff have now put together a sharing deck for all of you, which highlights some of these learnings and more importantly, how being a creative person impacts them personally and in the work they do at Collab Asia
Often times we hear it spoken about how UX can change business within a company, or an explanation of what UX is, or how the culture can become transformed by understanding the language of business and how to marry it with UX. The foundation of understanding this is important, but what does the journey look like in getting there?
In this talk different processes will be shown in how to accomplish all of the above. Most importantly, a process of being adaptive and empathetic. Whether it’s in a corporate environment, a small business, or a start-up company, anyone can benefit from these different kinds of design processes, strategies, thoughts, and realistic points of view.
Design the Conversation: An approach to help you stay focused on the customer Sara Walsh
This workshop shared a tactic you can use to design and plan content for customer experiences. It's an activity we use at Capital One to help us make sure our content is clear, human, and relevant across our experiences -- and it helps get key work partners from all disciplines aligned too.
Responsive Discovery: The underpants of a great web project Steve Fisher
Responsive design and content can be daunting, especially within big systems. But don’t be afraid! This is your chance to find the humanity in your project: the emotional, political, cultural, and functional issues that make the difference.
Your discovery process can make or break your responsive project. Learn from our great successes—and horrible ideas that didn’t go quite as planned. Practical examples will show you what makes a discovery process work:
Understand how a responsive design process impacts team dynamics and workflow.
Learn how to encourage collaboration across departments and silos.
Find out how a responsive discovery can change a project (and why that’s okay).
Get cozy with your customers, stakeholders, and content authors. We are all allies in the fight to make the web a better place.
Getting into UX: How to take your first steps to a career in user experiencePhil Barrett
Want to work in UX but can't get a job without experience? Here are a few ideas about how to break into the UX business, make a portfolio, win at your interview and design assessment - and whether UX is the right career for you. You can start doing UX in the job you already have, then build a portfolio from that.
3 simple steps to create your company logo - An essential guide for entrepren...Nishchal Par
This is a short guide that will help entrepreneurs and start ups to design a professional and versatile logo investing little time and with little or no money.
With the pace of business as fast as it is, it’s easy to feel overwhelmed. Demands and deadlines stack up quickly and the way forward gets quickly obscured. It can be paralyzing.
In those moments, a new perspective can feel like a breath of fresh air, which is why we created this guidebook to help you envision clear business goals with an architected approach.
If you're interested in approaching your work with an architect mindset, reach out to us at connect@oxygenexp.com or oxygenexp.com/contact/
Learning "Digital Skills for the Workplace" sessions. These are in person workshops in Rochdale, sponsored by RBH and New Pioneers and delivered by No Worries IT Ltd
How One Article Changed the Way we Create our Product RoadmapNick Peasant
The deck was presented to the whole Old St Labs team on how we are going to start to change the way we build out our product roadmap and how we can leverage the knowledge in the company and our users.
A big thank you to @tconrad for his article here - http://bit.ly/1JiUFep that inspired the whole presentation. We used all of his thoughts and made them work in our current process.
Presented by Lea Synefakis-Pica for Analytics That Excite 2014
Even the most seasoned analyst can make very simple changes to a presentations to make a big impact. If everyone in your audience is catching up on email or sleep, chances are your presentation design and/or data charts are obscuring your valuable insights and hurting you rather than helping you. Lea can help you inspire action and build credibility with a fresh new toolbox of tips and techniques to set your presentations apart and get the results you’re looking for.
When building a startup, designer needs prove to be at the same time indispensable, urgent, and often, a pain in the a**. From our experience of choosing between outsourcing and in-house designers and handling a designer teams on a daily basis, we came up with these advice to help you work in a creative and peaceful atmosphere. Enjoy!
These slides were originally created by Alex Delivet (@alexd) for a presentation at BlendWeb in France.
Salma Karina Hayat is Conscious Digital Transformation Leader at Kudos | Empowering SMEs via CRM & Digital Automation | Award-Winning Entrepreneur & Philanthropist | Education & Homelessness Advocate
When listening about building new Ventures, Marketplaces ideas are something very frequent. On this session we will discuss reasons why you should stay away from it :P , by sharing real stories and misconceptions around them. If you still insist to go for it however, you will at least get an idea of the important and critical strategies to optimize for success like Product, Business Development & Marketing, Operations :)
Reflect Festival Limassol May 2024.
Michael Economou is an Entrepreneur, with Business & Technology foundations and a passion for Innovation. He is working with his team to launch a new venture – Exyde, an AI powered booking platform for Activities & Experiences, aspiring to revolutionize the way we travel and experience the world. Michael has extensive entrepreneurial experience as the co-founder of Ideas2life, AtYourService as well as Foody, an online delivery platform and one of the most prominent ventures in Cyprus’ digital landscape, acquired by Delivery Hero group in 2019. This journey & experience marks a vast expertise in building and scaling marketplaces, enhancing everyday life through technology and making meaningful impact on local communities, which is what Michael and his team are pursuing doing once more with Exyde www.goExyde.com
2. ME ME ME ( 2 0 1 6 w a s n ’ t a l l b a d )
WHAT WE DO ( L e t ’s c h a n g e t h e f a c e o f c u s t o m e r s e r v i c e ! )
HOW WE WORK ( p r o c e s s + w o r k f i l e s )
WORK-IN-PROGRESS ( i d e a s a n d p r o t o t y p e s )
ONE-MAN DESIGN TEAM ( k i n d a )
LESSON LEARNED
4. Closer to 30 than 50.
I’m a lead product designer
– I guess that can mean pretty much anything (and it kinda does…)
PAST:
Ad agency (entegrate creative)
Design agencies. (1508 + liebling)
6. Spent 8 years within the same organization. Awesome in many
ways BUT….
•Only working (usually predefined) clients projects
•Limited by budgets and timeplans
•Never in control of a project.
7. Felt like my life was:
• Work
• Gym
• Weekends
• Work
• Gym
• Weekends
9. In 2015 I attended One Day Out conference in Odense.
The talk about Digital Nomads was really inspiring!
Been dreaming about living abroad and taking time to do
personal projects.
I decided to apply for a 3 month leave to try it out.
A talk started it all…
10.
11. • Worked on entrepreneur ideas,
• sorting out stuff I never had time for,
• but also a whole lot of chilling and trying to figure out what I
wanted to do when I got back.
I went to LA
12. Turns out, you get quite inspired when you’re not trying to work.
Output was:
•A lot of ideas
•A promise to make a change if nothing changed at the agency
•A dream of living in LA for longer.
I went to LA
13. I got back well rested, well prepared, but my first day at work
ended up being a dissapointment.
Nothing changed.
And then I came back..
15. A few weeks after Servicelovers approached me.
With dreams, hopes and drive!
The idea of changing the level of customer service was appealing
– especially after living in LA.
To jump or not to jump?
18. We want to change the face of customer service
Creating a motivational culture and by positive feedback
What we do
19.
20.
21. Customer
( S E RV I C E L O V E
R )
Employee
( S E RV I C E H E R O )
Client/Shop
( S E RV I C E P R O V I D E R )
Servicelovers eco system ensures recognition and customer insights
24. Christian Brandstrup
L E A D S E R V I C E D E S I G N E R
Christian Jakobsen
C T O
Casper Nybro Hach
L E A D P R O D U C T D E S I G N E R
Christian Brauner
F O U N D E R
Team
Prograils
D E V T E A M I N P O L A N D
27. We do everything in Sketch.
Haven’t really got any use for the adobe package if it weren’t for InDesign and the
occassional use of Illustrator.
Do all our prototyping in Invison – this is also where the team gives feedback
Trying to work Principle into our design process and have created a few flows and
nice animations. Unfortunately our tech team can’t really use the work from
Principle and also not really sure they care a lot about animation.
When they estimate tasks they do it in trello and they always mention how much
extra it will take with animations. I am trying to get everyone to see the design as a
whole.
Our main tools
29. Mornings 8-9AM Calming down our CEO
Weekly standup meeting (progress and plans)
Designing features and adjusting based on feedback in Invision
Maybe a meeting with our blogger or other cooperators
Backlog planning
Trying to find time for prototyping in Principle
Friday I plan for office stuff, recruiting an intern, finish our printed materials, getting back to
people and catching up on newsletters. – Never happens!
The wine fridge always opens early ;)
A typical week
34. U N C E R T A I N T Y / P A T T E R N S / I N S I G H T S
Research
C L A R I T Y / F O C U S
Concept Design
35. We’d really like som
co-creators who are
“servicelovers”.
Would you like
to be part of our
co-creation team?
Sign up here:
http://eepurl.com/cqIzwz
38. Actually I don’t consider it a one man design team…
In a way I am the visual designer, but Christian and I cooperate very closely.
The pains of being one visual lead, would be that there’s so much to work
on.
I need more hands to keep focus.
Missing identity programme and UI elements is a major pain.
The worst part is that it can be hard to convince everyone about good
design.
One man design team
41. One thing I need to get used to, is that it takes time to convince people about my ideas.
My main learning when I got from the bureau and onto the startup world: In bureaus you have people respecting
you in another way, because they pay you very well. You’re paid by the hour and clients WILL listen to you.
In private business people will obviously also listen. But they need to grasp the idea of what your saying and that
takes time. Especially if they’re not around every day. You need to get people aboard. Giving my boss or the
chairman of the board 2-3 weeks and they usually agree with an idea.
One day they’ll come to you saying “This is it. This is what we’ll do” and you’ll be like “i know. I’ve been telling you
all along. This what you need to get used to. It takes time. You’re used to doing this, but they may not be.
Don’t be impatient. Just kind of appreciate that you’re actually able to communicate this in just 3 weeks.
If you were to communicate this in a large corporation it could take years to get people aboard.
I’m not very patient
My name is Casper
Closer to 35 than 40.
Lead product designer
– I guess that can mean pretty much anything, and it kinda does…
PAST:
Ad agency (entegrate creative)
Two design agencies. (1508 + liebling)
Working in agencies
Spent 8 years within the same organization. Awesome in many ways BUT….
Working on clients project
Limited by budgets and timeplans
Never in control of a project.
Felt like my life was:
Work
Gym
Weekends
Work
Gym
Weekends
Lack of purpose and change.
In 2015 I attended One Day Out conference in Odense.
Talk about Digital Nomads was really inspiring!
Been dreaming about living abroad and taking time to do personal projects.
I decided to apply for a 3 month leave to try it out.
I’m not really build for danish weather and I wanted to work on a few entrepreneur dreams myself
I went to LA
Working on entrepreneur ideas,
sorting out stuff I never had time for,
but also a whole lot of chilling and trying to figure out what I wanted to do when I got back.
Turns out, you get quite inspired when you’re not trying to work.
Output was:
A lot of ideas
A promise to make a change if nothing changed at the agency
A dream of living in LA for longer.
I got back well rested, well prepared but my first day at work ended up being a dissapointment. Nothing changed.
A few weeks after Servicelovers approached me
With dreams, hopes and drive!
The idea of changing the level of customer service appealed – especially after my life in LA.
We want to change the face of customer service
By creating a motivational culture and by positive feedback (pat on the shoulder)
service employees need motivation too!
Our app lets you promote and give personal positive feedback directly to the employee.
service employees need motivation too!
Our app lets you promote and give personal positive feedback directly to the employee.
I’d like to just take you through the app as it is now…
Our board of directors are involved too.
The chairman is our acting Product Owner.
I guess this is almost standard …
We do everything in Sketch.
I haven’t really got any use for the adobe package if it weren’t for InDesign and the occassional use of Illustrator. I rarely open Photoshop.
We do all our prototyping in Invison
this is also where the team gives me feedback
I am trying to work Principle into our design process and I’ve created a few flows and nice animations. Unfortunately our tech team can’t really use what I do in Principle and to be honest I’m not sure they care a lot about animation.
When they estimate tasks they do it in trello and they always mention how much extra it will take with animations. I am trying to get everyone to see the design as a whole.t
Mornings 8-9AM Calming down our CEO
Weekly standup meeting (progress and plans)
Designing features!
Adjusting feedback in Invision
Maybe a meeting with our blogger or other third parties
Backlog planning
Trying to find time for prototyping in Principle too
Friday I usually plan for office stuff, recruiting an intern, finish our printed materials, getting back to people and catching up on newsletters. – Never happens!
The wine fridge always opens too early.
I used to care about three types of stakeholders -
Now I have to keep a lot more people in mind….
And convince a lot more people
I dont know if you guys are familiar with ”The Squiggle”?
It’s an illustration of the design process by Damien Newman.
I think it pretty much describes our overall process.
It illustrates how the design process is always chaotic in the beginning, but with time comes clarity.
We are looking into working in 5-7 day sprints and taking googles 5 days sprints and turning them into something that fits us.
I’d like a little more clear process and to plan better.
My main priority for our process is involving more users for testing and co-creation.
We’d really like some awesome co creators
– preferably people who would be “servicelovers”
Id like to show you our ideas …
Actually I don’t consider it a one man design team…
In a way I am the visual designer, but Christian and I cooperate very closely
The pains would be that there’s so much to work on.
I need more hands to keep focus.
Missing identity programme and UI elements is a major pain.
The worst part would be that (if it weren’t for Christian) I am the only one who cares and it can be hard to convince everyone about design.
I love that I am actually involved in all kinds of communication.
Being lead designer lets me work on our identity, different platforms, printed materials and so on.
It’s great to actually see it as a whole.
I dont think I am a very patient person.
One thing I need to get used to, is that it takes time to convince people about my ideas.
My main learning when I got from the bureau and onto the startup world:
In bureaus you have people respecting you in another way, because they pay you very well. You’re paid by the hour and clients WILL listen to you.
In private business people will obviously also listen. But they need to grasp the idea of what your saying and that takes time. Especially if they’re not around every day.
You need to get people aboard. You need to get people to understand this.
Giving my boss or the chairman of the board 2-3 weeks and they usually agree with an idea.
Suddenly they think it’s their idea.
One day they’ll come to you saying “this is it. This is what we’ll do” and you’ll be like “i know. I’ve been telling you all along.
This what you need to get used to. It takes time. You’re used to doing this, but they may not be.
It will take time. Dont be impatient. Just kind of appreciate that you’re actually able to communicate this in just 3 weeks.
If you were to communicate this in a large corporation it could take years to get people aboard.
So as my friend said:
Maybe its not about being right. Maybe sometimes you’re “late right”.
Maybe sometimes you know the answer and you need to remember that, when someone is a bit late to adopt on the concepts.
So as my friend said:
Maybe its not about being right. Maybe sometimes you’re “late right”.
Maybe sometimes you know the answer and you need to remember that, when someone is a bit late to adopt on the concepts.