This talk is not about wireframes, although it's not guaranteed you won't have to see some. This talk is about how to identify and create customer touchpoints throughout your service. Wolf will lay out different approaches on how to incorporate your communication concept into your app or website, discuss best-practice examples and provide insights from the latest application redesign he was going through. You should walk away from this talk with a flair for transforming your visitors into customers and a better understanding of the magic behind turning a like into love.
Net Promoter Score: Automatic Root Cause Analysis with a Waterfall chartCustomerGauge
Reading customer comments is a serious business. This tool helps you automatically categorise comments, and understand root cause behind Net Promoter Score issues from detractors and promoters
Wether we are designers, developers, project managers or copywriters - we are all managing expectations when we are designing for experience. This talk will introduce methods to gather insights and identify touch points throughout the services we create. You will walk away with a better understanding of the magic behind turning a like into love.
A comprehensive overview of B2B lead gen using social media. Covers: skills needed, traditional marketing role, landing pages/homepages, tips and tricks, getting started, the buyers' journey,trends, strategies, lead generation, lead nurturing, content, content marketing
• Make cloud computing an
integral part of your business
• Perform in a smart and
proactive manner
• Support collaboration between
business and IT
• Leverage resources behind the
corporate firewall
Laura Mitchell, GrandCare\'s VP Marketing, at CEDIA 2011
We all know the statistics and can agree that technology and aging is the future, so now what? This course takes you on a journey from choosing your home health technologies to promoting and educating to sales and support. Prepare to see real-life case studies on how actual home automation installers started their business, promoted, sold and supported this new caregiving network clientele. Discuss why it\'s not your ordinary sale and how you can be prepared for this brand new $20 billion dollar market! If you think home health technology might be your next market, you cannot afford to miss this rare opportunity.
Telligent - Secrets To Building Sustainable Online CommunitiesTelligent
While there are huge benefits to an online community, at least 70 percent fail. Yet despite this failure rate, leading communities aren't just surviving; they are thriving. What sets these communities apart from the rest? How can you sustain an online community that provides a competitive edge?
Now you can learn the secrets of a successful community, including:
The most common fallacies of online communities
The importance of getting beyond the technology to strategy
The impact of the community life cycle
The benefits of harnessing user generated knowledge
Join Telligent founder and CTO Rob Howard for How to Build a Sustainable Online Community, and walk away with practical, action-oriented insights to help you transform your community from stale to effective.
Changing culture through revolving doors program @ DeluxeNalie Lee-Heidt
Discover how a revolving door program has changed the culture at Deluxe and still allow the UX team to still have their “day jobs”. In addition:
- Understand the 3 components that make up a revolving door program
- Learn how a predictable, timely customer feedback cycle can make stakeholders more knowledgeable, engaged and invested
- Get tips on how to expand customer feedback reach within your company TODAY even if you don’t have the money or resources to implement a full revolving door program
Net Promoter Score: Automatic Root Cause Analysis with a Waterfall chartCustomerGauge
Reading customer comments is a serious business. This tool helps you automatically categorise comments, and understand root cause behind Net Promoter Score issues from detractors and promoters
Wether we are designers, developers, project managers or copywriters - we are all managing expectations when we are designing for experience. This talk will introduce methods to gather insights and identify touch points throughout the services we create. You will walk away with a better understanding of the magic behind turning a like into love.
A comprehensive overview of B2B lead gen using social media. Covers: skills needed, traditional marketing role, landing pages/homepages, tips and tricks, getting started, the buyers' journey,trends, strategies, lead generation, lead nurturing, content, content marketing
• Make cloud computing an
integral part of your business
• Perform in a smart and
proactive manner
• Support collaboration between
business and IT
• Leverage resources behind the
corporate firewall
Laura Mitchell, GrandCare\'s VP Marketing, at CEDIA 2011
We all know the statistics and can agree that technology and aging is the future, so now what? This course takes you on a journey from choosing your home health technologies to promoting and educating to sales and support. Prepare to see real-life case studies on how actual home automation installers started their business, promoted, sold and supported this new caregiving network clientele. Discuss why it\'s not your ordinary sale and how you can be prepared for this brand new $20 billion dollar market! If you think home health technology might be your next market, you cannot afford to miss this rare opportunity.
Telligent - Secrets To Building Sustainable Online CommunitiesTelligent
While there are huge benefits to an online community, at least 70 percent fail. Yet despite this failure rate, leading communities aren't just surviving; they are thriving. What sets these communities apart from the rest? How can you sustain an online community that provides a competitive edge?
Now you can learn the secrets of a successful community, including:
The most common fallacies of online communities
The importance of getting beyond the technology to strategy
The impact of the community life cycle
The benefits of harnessing user generated knowledge
Join Telligent founder and CTO Rob Howard for How to Build a Sustainable Online Community, and walk away with practical, action-oriented insights to help you transform your community from stale to effective.
Changing culture through revolving doors program @ DeluxeNalie Lee-Heidt
Discover how a revolving door program has changed the culture at Deluxe and still allow the UX team to still have their “day jobs”. In addition:
- Understand the 3 components that make up a revolving door program
- Learn how a predictable, timely customer feedback cycle can make stakeholders more knowledgeable, engaged and invested
- Get tips on how to expand customer feedback reach within your company TODAY even if you don’t have the money or resources to implement a full revolving door program
Marti is the Director of E-Commerce at the Master Lock Company and has been with the company since 1999. Recently, he’s been focused on implementing numerous cloud-based sales & marketing platforms, mobile applications, and social media across their global business units.
To learn more about the Insight Summit Series please visit http://www.insightsummitseries.com
A taxonomy of search strategies and their design implicationsTony Russell-Rose
The focus of this particular talk is on extending the review of information search strategies (aka ‘Modes of Discovery‘) with a deeper exploration of their implications for design at the application (architectural) level.
This presentation discusses how to split user stories using INVEST, a mnemonic created by Bill Wake. Mike Harris presented this presentation at Agile Philly.
Marti is the Director of E-Commerce at the Master Lock Company and has been with the company since 1999. Recently, he’s been focused on implementing numerous cloud-based sales & marketing platforms, mobile applications, and social media across their global business units.
To learn more about the Insight Summit Series please visit http://www.insightsummitseries.com
A taxonomy of search strategies and their design implicationsTony Russell-Rose
The focus of this particular talk is on extending the review of information search strategies (aka ‘Modes of Discovery‘) with a deeper exploration of their implications for design at the application (architectural) level.
This presentation discusses how to split user stories using INVEST, a mnemonic created by Bill Wake. Mike Harris presented this presentation at Agile Philly.
Wireframing in full ((stereo)) Why interactivity is a winnerWolf Becvar
Interactivity is on the go offering so many advantages, so why would you still stick to old-fashioned techniques and clumsy tools when you are about the concept THE next website. This session will bring you the advantages of functional wireframing using the latest version of HotGloo.
How to not suck! Lessons Learned from running a Web Startup. Wolf Becvar
How to not suck! is a keynote presentation held at the Startupcamp SK #9 in Bratislava by Wolf Becvar on personal lessons learned from running a web startup. This talk delivers 10 DOs and DONTs when entering the webapp business. Please be aware of the fact that this slides are a supplement to the life presentation and therefore by no means complete or self explaining.
Appvertising - How to Brand and Market Your WebAppWolf Becvar
Appvertising is a talk by Wolf Becvar on how to brand and market your webapp. It raises the question why branding and marketing have become such distinguishing factors and delivers 23 useful tips to boost your webapp business. Please be aware of the fact that this slides are a supplement to the life presentation and therefore by no means complete or self explaining.
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?
Transforming Brand Perception and Boosting Profitabilityaaryangarg12
In today's digital era, the dynamics of brand perception, consumer behavior, and profitability have been profoundly reshaped by the synergy of branding, social media, and website design. This research paper investigates the transformative power of these elements in influencing how individuals perceive brands and products and how this transformation can be harnessed to drive sales and profitability for businesses.
Through an exploration of brand psychology and consumer behavior, this study sheds light on the intricate ways in which effective branding strategies, strategic social media engagement, and user-centric website design contribute to altering consumers' perceptions. We delve into the principles that underlie successful brand transformations, examining how visual identity, messaging, and storytelling can captivate and resonate with target audiences.
Methodologically, this research employs a comprehensive approach, combining qualitative and quantitative analyses. Real-world case studies illustrate the impact of branding, social media campaigns, and website redesigns on consumer perception, sales figures, and profitability. We assess the various metrics, including brand awareness, customer engagement, conversion rates, and revenue growth, to measure the effectiveness of these strategies.
The results underscore the pivotal role of cohesive branding, social media influence, and website usability in shaping positive brand perceptions, influencing consumer decisions, and ultimately bolstering sales and profitability. This paper provides actionable insights and strategic recommendations for businesses seeking to leverage branding, social media, and website design as potent tools to enhance their market position and financial success.
You could be a professional graphic designer and still make mistakes. There is always the possibility of human error. On the other hand if you’re not a designer, the chances of making some common graphic design mistakes are even higher. Because you don’t know what you don’t know. That’s where this blog comes in. To make your job easier and help you create better designs, we have put together a list of common graphic design mistakes that you need to avoid.
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.
Hello everyone! I am thrilled to present my latest portfolio on LinkedIn, marking the culmination of my architectural journey thus far. Over the span of five years, I've been fortunate to acquire a wealth of knowledge under the guidance of esteemed professors and industry mentors. From rigorous academic pursuits to practical engagements, each experience has contributed to my growth and refinement as an architecture student. This portfolio not only showcases my projects but also underscores my attention to detail and to innovative architecture as a profession.
Expert Accessory Dwelling Unit (ADU) Drafting ServicesResDraft
Whether you’re looking to create a guest house, a rental unit, or a private retreat, our experienced team will design a space that complements your existing home and maximizes your investment. We provide personalized, comprehensive expert accessory dwelling unit (ADU)drafting solutions tailored to your needs, ensuring a seamless process from concept to completion.
Between Filth and Fortune- Urban Cattle Foraging Realities by Devi S Nair, An...Mansi Shah
This study examines cattle rearing in urban and rural settings, focusing on milk production and consumption. By exploring a case in Ahmedabad, it highlights the challenges and processes in dairy farming across different environments, emphasising the need for sustainable practices and the essential role of milk in daily consumption.
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.
12. Wireframes help us ...
• get a clear picture
• focus on each page’s purpose
• no distraction through clutter of color or design
• clear view of what needs to be designed
• get clients involved in the planning process
14. 1. What are customer touchpoints?
2. Why touchpoints are crucial?
3. How to identify touchpoints?
4. How to translate customer
touchpoints into your UI?
15. 1. What are customer touchpoints?
2. Why touchpoints are crucial?
3. How to identify touchpoints?
4. How to translate customer
touchpoints into your UI?
16. “every point in time the customer
‘touches’ or connects with your
company throughout the entire
product/service delivery; pre-,
during and post-purchase.”
- Touchpoint Experience (2004)
17. “every point of contact—online and off;
each communication, human resource,
branding, marketing and sales process
initiative creates touchpoints. The quality
of touchpoint experiences drives
perceptions, actions and relationships.”
- Touchpoint Metrics (2003)
19. Interactive
Marketing
Customer Social
Service Media
Channels
Digital
Experience
Credit: http://incentmedia.files.wordpress.com/2009/10/customer-touch-points.gif
29. "Design is a funny word. Some people think
design means how it looks. But of course,
if you dig deeper, it's really how it
works ...To design something really well,
you have to get it. You have to really grok
what it's all about. It takes a passionate
commitment to really thoroughly
understand something, chew it up, not just
quickly swallow it. Most people don't take
the time to do that."
- Steve Jobs / Wired magazine, 1994
30. 1. What are customer touchpoints?
2. Why touchpoints are crucial?
3. How to identify touchpoints?
4. How to translate customer
touchpoints into your UI?
32. WinErr: 001 Windows loaded - System in danger
WinErr: 002 No Error - Yet
WinErr: 003 Dynamic linking error - Your mistake is now i
WinErr: 004 Erroneous error - Nothing is wrong
WinErr: 005 Multitasking attempted - System confused
WinErr: 006 Malicious error - Desqview found on drive
WinErr: 007 System price error - Inadequate money spent o
WinErr: 008 Broken window - Watch out for glass fragments
WinErr: 009 Horrible bug encountered - God knows what has
WinErr: 00A Promotional literature overflow - Mailbox ful
WinErr: 00B Inadequate disk space - Free at least 50MB
WinErr: 00C Memory hog error - More RAM needed. More! Mor
WinErr: 00D Window closed - Do not look outside
WinErr: 00E Window open - Do not look inside
WinErr: 00F Unexplained error - Please tell us how this h
WinErr: 010 Reserved for future mistakes by our developer
WinErr: 011 Window open - Do not look outside
WinErr: 012 Window closed - Do not look insided
37. We connect people who have space to spare
with those who are looking for a place to
stay. Guests can build real connections with
their hosts, gain access to distinctive
spaces, and immerse themselves in the
culture of their destinations...
- airbnb.com
47. 1. What are customer touchpoints?
2. Why touchpoints are crucial?
3. How to identify touchpoints?
4. How to translate customer
touchpoints into your UI?
50. Sales Funnel
becomes aware of the product
makes contact with the company
becomes does does
demos or decides to
identifies aware that preliminary gets buy- detailed
short-lists
product/ research of in to research downloads purchase
a solution
service/ product/ purchase of trial
problem product
solution services solution solutions version
exist
64. ACTIVITIES •Hears about it from friends or sees it in friends’ home
• Sees it on web, on TV or in magazine
•Ask friends for advice
•Visit stores, ask sales people questions
•Go to retailer
•Talk to sales person
•Open box/packaging
•Look for/read directions
•Read web sites, blogs, magazines for reviews and to •Compare side by side •Confirm all parts are present (e.g. remote)
gain understanding of domain •Compare warranties •Plug in/power TV
•Understand impact on other CE components •Consider extended warranty •Connect components
•Learn jargon, brands •Consider installation service •Test system (e.g. movie, broadcast)
•Look for sales •Adjust TV settings
•Set up mounting hardware
•Place on wall/stand
•Hire professional installer if not doing oneself
•Program remote
•Educate family, friends on use
•Call customer service
•Complete/submit warranty information
MOTIVATIONS
•House remodel/build •Make the best choice/not a bad choice •See different model on sale •Get it finished fast (Busy, excited to see it work)
•Broken TV •Get the best deal •Get out quickly as kids acting up in store • Relish unboxing (but not make it challenging)
•Super Bowl •Satisfy my needs •Sale going on •Avoid frustration
•Wedding gift (life event gift) •Trump my neighbors/friends •Sports event coming up •Don’t hurt back lifting it
•Digital switchover in 2009 •Latest and greatest •New hot model released •Check out the new HD broadcast/DVD
•The “Joneses” got one •Get up to speed •Sales person recommended •Brag to friends
•Children want a TV (hand me down) •Know enough to not get duped by sales person
•Buy DVD or other high tech gear
AWARENESS RESEARCH PURCHASE OOBE
QUESTIONS
•How much? (Can I afford it?) •What is the best? •Do I want it? •Is it damaged? (Inspect packaging, TV. Power on
•What can I get for my budget? •How do I get it home? before placement)
•Is it worth it?
•Is it future proof? •Is it in stock? •Do I need help to set up/install TV?
•Is it an improvement?
•Will it fit in my room/apt? •On sale? •Do I need the directions?
•Is it cool?
•Who can I trust? (Brand, Store, Sales Person) •Should I buy the service warranty? •Do I have every thing I need?
•What will my friends think?
•Does/will it work with my game console, DVD player? •Do I need this? •How do I change the settings?
•Are there hidden costs/things I will need to buy? •Should I buy this? •How do I get the TV paired with the universal remote?
•Will it last? •How much are taxes, shipping and handling costs? •What do I do with my old TV? Remote? Disposal
versus recycle
•Will it go on sale soon? When will prices drop? •Do my old components, cables, etc work with the new
TV? •What do all these inputs/outputs go to?
•Do I have enough information?
•Can I get HDTV?
•What’s important?
•Is it easy to use?
BARRIERS
•Status quo – satisfied with TV •Honest, unbiased reviews •Don’t have desired model in stock •What to do with old furniture?
•Not tech aware or interested •Too much to learn •Unhelpful/ignorant sales person •Move old TV to another room and connect it up. Buy
•No time to do the necessary research •Buyer’s remorse (may revert back to last stage) other components to go with it.
•Analysis paralysis: Too many choices & options •Lingo and acronyms too confusing to make a decision •Too complicated to set up/pair with other components
•Can’t just plug in and watch TV
•Too many directions; instruction booklet is too thick
•No time for an involved set up
Credit: http://blogs.hbr.org/cs/2010/11/using_customer_journey_maps_to.html
67. 1. What are customer touchpoints?
2. Why touchpoints are crucial?
3. How to identify touchpoints?
4. How to translate customer
touchpoints into your UI?
87. How long have you been using HotGloo?
31%
49%
9%
10%
Less than 1 month 1 to 6 months
6 months to 1 year More than 1 year
88. How often do you use HotGloo?
24%
15% 39%
10%
9%
3%
Never Once a year Every 2-4 months
Monthly Weekly Daily
89. How did you come accross HotGloo?
10%
9%
17% 42%
16%
5%
1%
Recommended by friends Recommended on a blog
Saw Demo Conference
Searchengine Social-media channels
Banner-Ad Others
90. Why did you choose HotGloo?
5%
10% 17%
simple to use
effective
interactive 19% 11%
responsive
collaborative 18%
17%
2%
Quality Price
Design Customer support
First use experience Accessability
Collaboration Others
91. What do you think about the help section?
Video Tutorials
HotGloo Vimeo Channel
FAQs/Help section
HotGloo Customer Forum
Email Support
0 % 25 % 50 % 75 % 100 %
Didn’t even know Not used yet Not helpful Helpful Very Helpful
92. simple reliable support listening to users
productive
easy access
like the UI
like
easy to use inexpensive
fast
collaborative
good perfomrance fast support
93. feature XX feature XX
feature XX
feature XX
feature XX
feature XX
dislike feature XX
feature XX
feature XX
feature XX
login is too complicated
98. sign up landing
page
tour call
to copy
action
website
sign in key Usability
visual
IA
help
contact
pricing
news
twitter letter
facebook
tutorials system
mailing
channels
blog APP
support
customer
forum
124. feature XX feature XX
feature XX
feature XX
feature XX
feature XX
dislike feature XX
feature XX
feature XX
feature XX
login is too complicated
125.
126.
127.
128. Ok, but what about
the M in sMart?
page
visits *2
sign
ups *3
129. Wrap up
Identify the needs, the wants, and the how to’s.
Find the key sources, and platforms.
Look for the gap and fill it.
Make your touch points count.
133. “The essential difference
between an emotion and
reason is that emotion leads
to action while reason leads
to conclusion.”
- Donald Calne, Neurologist