We talk a lot about cross-channel experiences and how to address these new challenges as designers, but what about using our design skills, our hard won knowledge and empathy for customers to help companies decide what products and services will help grow their business? While companies are coming round to the value of customer experience, they're struggling to acquire the skills needed for creating and managing touch points as well as understanding and prioritizing needs. And when we're talking multi-channel ecosystems, who's better equipped to address this complexity than those who have the skill set to not only understand it, but to design it and guide how it's built.
From optimizing the cross-channel customer experience, to creating new product and service extensions, we're heading into a prime moment for bringing our toolkit into the business arena. This talk is meant to be both a thought starter a around how UX can begin to play a substantive role in a company's digital strategy. Using examples from my own experiences and input from a variety of seasoned practitioners, we'll examine the challenges and map the opportunities across our own journey as UX professionals who are starting to think about what's next.
Who you are. What you (now) need to know. And how to collaborate (well) with...Cindy Chastain
My portion of the IA Summit Beyond Findability pre-con workshop produced by Andrew Hinton. The presentation focuses on resolving the identity crisis many UX teams feel by first encouraging practitioners to look at who the are and what they (now) need to know, and the importance of collaborating (well) with peers of other disciplines. Other presenters include, Joe Lamatia, Erin Malone, Christian Crumlish and Joe Lamantia.
Jake Truemper and Morgan Noel from XperienceLab discuss Human-Centered Design. What is it? How is it applied? and what are some tools and methods that the audience can take away and apply in their own businesses?
Guest lecture to first year Bachelor of IT students at Queensland University of Technology in unit INB103 Industry insights, 8 March 2013.
Please note: due to the introductory nature of this lecture to the concept many of the resources have been adapted from the Stanford D School cc licensed resources.
Design Thinking & HR - Caterina Sanders (SocialHRCamp Vancouver 2016)SocialHRCamp
Design thinking is not a new concept in many areas of business, but in HR it is beginning to gain serious ground. In a recent Deloitte report, of the 7000 respondents, 79% felt that design thinking was an important or very important issue for them this year, with HR professionals believing that they are ready for the journey of moving from “process developer” to an “experience architect”. (Deloitte Human Capital Trends 2016). This hands-on session will introduce you to the main tenets of design thinking and allow you time to try a couple of exercises as applied to the context of social technologies and HR. Participants will walk away with some tangible insights that they should be able to apply to their workplaces immediately.
Defining Personas is an introduction to the usage of "Personas" in User Experience.
Helps identifying the user groups of the website we're developing...by selecting characteristics of those groups.
Who you are. What you (now) need to know. And how to collaborate (well) with...Cindy Chastain
My portion of the IA Summit Beyond Findability pre-con workshop produced by Andrew Hinton. The presentation focuses on resolving the identity crisis many UX teams feel by first encouraging practitioners to look at who the are and what they (now) need to know, and the importance of collaborating (well) with peers of other disciplines. Other presenters include, Joe Lamatia, Erin Malone, Christian Crumlish and Joe Lamantia.
Jake Truemper and Morgan Noel from XperienceLab discuss Human-Centered Design. What is it? How is it applied? and what are some tools and methods that the audience can take away and apply in their own businesses?
Guest lecture to first year Bachelor of IT students at Queensland University of Technology in unit INB103 Industry insights, 8 March 2013.
Please note: due to the introductory nature of this lecture to the concept many of the resources have been adapted from the Stanford D School cc licensed resources.
Design Thinking & HR - Caterina Sanders (SocialHRCamp Vancouver 2016)SocialHRCamp
Design thinking is not a new concept in many areas of business, but in HR it is beginning to gain serious ground. In a recent Deloitte report, of the 7000 respondents, 79% felt that design thinking was an important or very important issue for them this year, with HR professionals believing that they are ready for the journey of moving from “process developer” to an “experience architect”. (Deloitte Human Capital Trends 2016). This hands-on session will introduce you to the main tenets of design thinking and allow you time to try a couple of exercises as applied to the context of social technologies and HR. Participants will walk away with some tangible insights that they should be able to apply to their workplaces immediately.
Defining Personas is an introduction to the usage of "Personas" in User Experience.
Helps identifying the user groups of the website we're developing...by selecting characteristics of those groups.
Human Capital Growth Webinar: Boost your hr practices with design thinkingHuman Capital Growth
This webinar will address the role of designing thinking and evidence-based talent management in developing tailored HR solutions to people problems.
http://www.humancapitalgrowth.com/boost-your-hr-practices-with-design-thinking.html
Design Thinking: A Quick Course in Creative Problem SolvingSpring Studio
Mary Wharmby, a UX Design Director at our agency, taught at UC Berkeley’s one-day educational event RGB 2015. In this presentation, she walked students through the foundations of design thinking, from understanding your users to iterating solutions. The deck, complete with speaker notes, provides a quick snapshot of the most important principles behind using design to solve problems.
Presentation from 2013 NextGen conference in Washington DC. Peer Insight's Natalie Foley and Jessica Dugan presented how to use Customer Journey Mapping to understand your customer.
This is an english language version of an introduction to UX Thinking - a framework that strifes to bridge the current divide between human-centered design - and agile development practices to help teams build digital solutions that have a lasting business impact. It is developed by Dr. Herbert A. Meyer and Mathias "Hias" Wrba. This document will be updated frequently. The current version puts a focus on two topics, vision statements and shared understanding in teams.
Presenting this set of slides with name - Implementing Design Thinking Powerpoint Presentation Slides. This deck comprises of a total of fourteen slides. It has PPT templates with creative visuals and well-researched content. This content ready presentation deck is fully editable. Just click the DOWNLOAD button below. Change the color, text and font size. You can also modify the content as per your need. Users can easily download the presentation slides in a widescreen and standard format. These templates are compatible with Google Slides too. The user can use the PowerPoint presentation in PDF or JPG format.
Design Thinking, What I have learned in a year?Mussab Sharif
Design Thinking, What I have learned in a year?
Lessons learned from introducing Design Thinking in an Enterprise, for the 1st time
All what is shared is a personal perspective :)
The elements of product success for designers and developersNick Myers
All software, whether it's for consumers or workers, needs to meet the ever growing demands people have in today’s world. Greater user expectations and influence are forcing companies to create and deliver better products, but not every organization has a rich heritage in software creation like tech giants Apple and Google. Most companies need to be more customer-focused, become design specialists, and transform their cultures as they shift to become both software makers and innovators.
Myers, head of design services at Cooper, will share the elements of product success that companies need to possess and be market leaders: user insight, design, and organization. Myers will share principles and techniques that successful innovative companies use to truly understand their customers. He’ll also discuss the methods effective designers use to support their customers and create breakthrough ideas and delightful experiences. And he’ll finish by sharing the magic formula organizations need to deliver ground-breaking experiences to market.
This talk was given at UX Day.
This presentation was given at a Professional Development Inservice day for teachers of grades K-1. This was an introductory session into Design Thinking in education. For more information email thoma.1@napls.us
The elements of product success for business leadersNick Myers
All software, whether it's for consumers or workers, needs to meet the ever growing demands people have in today’s world. Greater user expectations and influence are forcing companies to create and deliver better products, but not every organization has a rich heritage in software creation like tech giants Apple and Google. Most companies need to be more customer-focused, become design specialists, and transform their cultures as they shift to become both software makers and innovators.
Myers, a 16 year specialist in design and head of design services at Cooper, will share the elements of product success that companies need to possess and be market leaders: user insight, design, and organization. Myers will share principles and techniques that successful innovative companies use to truly understand their customers. He’ll also discuss the methods effective designers use to support their customers and create breakthrough ideas and delightful experiences. And he’ll finish by sharing the magic formula organizations need to deliver ground-breaking experiences to market.
This talk was initially given at Visualize 2012.
In this presentation we explore the link between business need and customer need and how to innovate (and remove business problems or discover business opportunities) through persona creation and Design Thinking
SXSW 2012: The visual interface is now your brandNick Myers
Like it or not, the digital world has changed at a wicked pace and more and more interactions between companies and customers now happen via an interface. Careful consideration of the software's design is of paramount importance to any company wishing to grow their customer base or loyalty. At the center of this change sits the user experience, which has become a huge influence in how customers perceive a company's brand. Traditional marketing principles and practices aren’t effective in software. So how do you create an experience that is usable, desirable, and still stands out? Myers, an interface and brand specialist in design, marketing, and development for 16 years, will highlight the differences of software from other forms of media, you’ll gain insight for creating a truly unique experience that guides executives and teams, and can influence your company’s culture. You’ll learn new techniques such as defining the ideal experience, exploring first impressions with visual language studies, and designing signature interactions. These techniques build a memorable experience that’s hard for your competitors to mimic and your customers will fall in love with.
Wireframes are an important step in the creative process & Design Thinking. It's one of the first times that your team actually sees the product come together. The presentation explores the basics of wireframes and how they fit into the process of Human-centered Design.
This deck was part of workshop held by General Assembly on the Intro to Wireframing on 2-10-2015
Many design and development processes are created with the purpose of communicating how stuff gets done without deep consideration of what will make the work better. And that's a problem. In a digital space of increasingly complex problems, real innovation requires a focus on integrating disciplines in the right place and the right time. And craft, by extension, is no longer just about the deep knowledge and skill one brings to a discipline, like interaction design or coding, but about how our work is influenced by voices and perspectives beyond our area of expertise. Having conditions that facilitate the potential for those sublime encounters where something great is decided or learned or invented will not only enhance our craft but take the design to a better place. But how do we get there? This talk will reflect on the challenges of supporting collaboration and craft in a business context as well as some ideas about how to bring about change.
Human Capital Growth Webinar: Boost your hr practices with design thinkingHuman Capital Growth
This webinar will address the role of designing thinking and evidence-based talent management in developing tailored HR solutions to people problems.
http://www.humancapitalgrowth.com/boost-your-hr-practices-with-design-thinking.html
Design Thinking: A Quick Course in Creative Problem SolvingSpring Studio
Mary Wharmby, a UX Design Director at our agency, taught at UC Berkeley’s one-day educational event RGB 2015. In this presentation, she walked students through the foundations of design thinking, from understanding your users to iterating solutions. The deck, complete with speaker notes, provides a quick snapshot of the most important principles behind using design to solve problems.
Presentation from 2013 NextGen conference in Washington DC. Peer Insight's Natalie Foley and Jessica Dugan presented how to use Customer Journey Mapping to understand your customer.
This is an english language version of an introduction to UX Thinking - a framework that strifes to bridge the current divide between human-centered design - and agile development practices to help teams build digital solutions that have a lasting business impact. It is developed by Dr. Herbert A. Meyer and Mathias "Hias" Wrba. This document will be updated frequently. The current version puts a focus on two topics, vision statements and shared understanding in teams.
Presenting this set of slides with name - Implementing Design Thinking Powerpoint Presentation Slides. This deck comprises of a total of fourteen slides. It has PPT templates with creative visuals and well-researched content. This content ready presentation deck is fully editable. Just click the DOWNLOAD button below. Change the color, text and font size. You can also modify the content as per your need. Users can easily download the presentation slides in a widescreen and standard format. These templates are compatible with Google Slides too. The user can use the PowerPoint presentation in PDF or JPG format.
Design Thinking, What I have learned in a year?Mussab Sharif
Design Thinking, What I have learned in a year?
Lessons learned from introducing Design Thinking in an Enterprise, for the 1st time
All what is shared is a personal perspective :)
The elements of product success for designers and developersNick Myers
All software, whether it's for consumers or workers, needs to meet the ever growing demands people have in today’s world. Greater user expectations and influence are forcing companies to create and deliver better products, but not every organization has a rich heritage in software creation like tech giants Apple and Google. Most companies need to be more customer-focused, become design specialists, and transform their cultures as they shift to become both software makers and innovators.
Myers, head of design services at Cooper, will share the elements of product success that companies need to possess and be market leaders: user insight, design, and organization. Myers will share principles and techniques that successful innovative companies use to truly understand their customers. He’ll also discuss the methods effective designers use to support their customers and create breakthrough ideas and delightful experiences. And he’ll finish by sharing the magic formula organizations need to deliver ground-breaking experiences to market.
This talk was given at UX Day.
This presentation was given at a Professional Development Inservice day for teachers of grades K-1. This was an introductory session into Design Thinking in education. For more information email thoma.1@napls.us
The elements of product success for business leadersNick Myers
All software, whether it's for consumers or workers, needs to meet the ever growing demands people have in today’s world. Greater user expectations and influence are forcing companies to create and deliver better products, but not every organization has a rich heritage in software creation like tech giants Apple and Google. Most companies need to be more customer-focused, become design specialists, and transform their cultures as they shift to become both software makers and innovators.
Myers, a 16 year specialist in design and head of design services at Cooper, will share the elements of product success that companies need to possess and be market leaders: user insight, design, and organization. Myers will share principles and techniques that successful innovative companies use to truly understand their customers. He’ll also discuss the methods effective designers use to support their customers and create breakthrough ideas and delightful experiences. And he’ll finish by sharing the magic formula organizations need to deliver ground-breaking experiences to market.
This talk was initially given at Visualize 2012.
In this presentation we explore the link between business need and customer need and how to innovate (and remove business problems or discover business opportunities) through persona creation and Design Thinking
SXSW 2012: The visual interface is now your brandNick Myers
Like it or not, the digital world has changed at a wicked pace and more and more interactions between companies and customers now happen via an interface. Careful consideration of the software's design is of paramount importance to any company wishing to grow their customer base or loyalty. At the center of this change sits the user experience, which has become a huge influence in how customers perceive a company's brand. Traditional marketing principles and practices aren’t effective in software. So how do you create an experience that is usable, desirable, and still stands out? Myers, an interface and brand specialist in design, marketing, and development for 16 years, will highlight the differences of software from other forms of media, you’ll gain insight for creating a truly unique experience that guides executives and teams, and can influence your company’s culture. You’ll learn new techniques such as defining the ideal experience, exploring first impressions with visual language studies, and designing signature interactions. These techniques build a memorable experience that’s hard for your competitors to mimic and your customers will fall in love with.
Wireframes are an important step in the creative process & Design Thinking. It's one of the first times that your team actually sees the product come together. The presentation explores the basics of wireframes and how they fit into the process of Human-centered Design.
This deck was part of workshop held by General Assembly on the Intro to Wireframing on 2-10-2015
Many design and development processes are created with the purpose of communicating how stuff gets done without deep consideration of what will make the work better. And that's a problem. In a digital space of increasingly complex problems, real innovation requires a focus on integrating disciplines in the right place and the right time. And craft, by extension, is no longer just about the deep knowledge and skill one brings to a discipline, like interaction design or coding, but about how our work is influenced by voices and perspectives beyond our area of expertise. Having conditions that facilitate the potential for those sublime encounters where something great is decided or learned or invented will not only enhance our craft but take the design to a better place. But how do we get there? This talk will reflect on the challenges of supporting collaboration and craft in a business context as well as some ideas about how to bring about change.
Why should you care about UX? It's not just something to pay lip service to, or to do to feel cool while hanging out with the mustachioed dudes in tight black jeans drinking some PBR. No. UX is important because the benefits of a good user experience - increased revenue, decreased development time and rework, decreased call center volume, and increased word-of-mouth marketing - far outweigh the cost of achieving that experience. And make no mistake - good UX isn't an accident. Nor is it achieved by locking a smart person or two in a conference room until they get it right. In this session, we'll take a look at several case studies demonstrating the business value of a user-centered approach to design and development.
I created this framework with help from the greater UX team & strategy team at Trapeze. (http://www.trapeze.com)
It's currently being actively used at the agency. Trapeze was nice enough to allow me to share it with the world.
Hope everyone finds tons of value in it.
What is User Experience? - Barcamp 4 in Auckland New ZealandHaunani Pao
When I started my new job, most of my colleagues didn't clearly understand UX. I created this introduction to User Experience so they would understand why UX is important in design; how I would collaborate with the team; what I would contribute to our projects; and typical activities and artefacts I would do. My colleagues found this information helpful so that they know how to engage me for design and strategic questions about good UX-fu.
This is a smaller, modified version for Barcamp 4 in Auckland, New Zealand.
Presentation on the business case for user experience - specifically, for taking a user-centered approach to design and development, including users early and often in the process, and demonstrating ROI for same. Shared at St. Louis Days of .NET conference, 15 November 2013.
Body language can reveal a great deal about a person, their attitude and what they are thinking... it can play a huge part in your success in a professional environment like an interview, a meeting or a presentation. Here are InterQuest's 5 Top Tips for Professional Body Language.
What UX is, how it works and why it matters. Train your teams to recognize and strengthen the links between customer experience indicators and your overall business performance. Learn how to work with your customers to design successful products, services and experiences.
Experience Themes: An Element of Story Applied to DesignCindy Chastain
This presentation was presented at IA Summit 09 in Memphis, TN. It explores a new way of thinking about holistic design, by envisioning experience themes at the start of project.
An Experience Theme is basically an over-arching statement or phrase that encapsulates the value and focus of the experience we intend to deliver to users.
It may sound like a strategy or "vision", but at its core, an Experience Theme identifies what the product/service/system is all about from the point of view of users engaging with the product.
Once agreed upon, the theme can not only be used as a conceptual frame for design solutions, but can serve as the foundation for the Product Concept and Experience Strategy, a clear set of goals for the product/service/system design.
The slides explore how this idea was developed in the context of an interactive agency and how it was applied to several projects. It also shows how teams can generate experience themes.
And it's only one small part of a larger conversation about what user experience design can learn from storytelling. Enjoy... Thanks for your comments!
6 Ways Ecosystems Have Changed Our Roles and the Way We WorkCindy Chastain
In a mobile, networked world, we participate as much as we consume. We expect experiences “built for me”, accessible from any place and every device. As consumers, we conflate product, service, advertising and information into a single brand experience subject to harsh scrutiny. Smart companies can no longer just “sell product” — they must build ecosystems of genuine value, comprised of dynamic, interconnected touch points that stoke customer interests and support their needs. And in this dawning era, digital strategy becomes the product, marketing evolves past persuasion and into value, and technologists design complex webs of functionality. Everyone works differently.
Drawing from experience developing strategies and designs for multi-channel ecosystems at R/GA, this presentation will explore six ways in which evolving customer expectations are changing our roles and the way we approach our work. From what we research to how we collaborate and design, her hope is that you’ll walk away from the presentation armed with some practical insight that will help your team prepare for the advent of these challenges.
As interaction designers we do well at facilitating the complex dialogue between people and the interactive products they use. But we often neglect to consider the story that evolves through the interactions people have with the things we make. Designing with a narrative in mind can make a difference between a product that merely functions well and a product that engages the minds, emotions and imaginations of users.
Drawing on personal experience, narrative theory and examples ranging from interactive products to film, this presentation is a call to action for designers to equip themselves with a deeper understanding of narrative techniques. We’ll focus on core aspects such as theme, scene-making, and sequencing to illustrate how thinking like a storyteller can make you a better designer. You’ll also learn how this approach can be a powerful basis for holistic design.
Link to video: http://www.ixda.org/resources/cindy-chastain-thinking-storyteller
Secrets of Simplicity: rules for being simple and usable (Giles Colborne)cxpartners
Giles Colborne's presentation discusses strategies for simplifying designs. It identifies two new rules for simplicity.
It also looks at why simplicity has become so important in interaction design, whether simplicity and usability are the same thing and exposes some myths about simplicity.
It's a version of a highly-rated talk from the Usability Professionals' Association (UPA) conference in Portland in June 2009.
I've added some 'Post-It' notes so it all makes sense!
UPDATED 18 June 2009: Fixed some of the builds and fonts to improve the appearance.
CLIENT: Reserve | Presentation Deck | Apple Watch UX/UI Design Proposal Jen Ng
PROJECT: UX/UI design proposal for the client, Reserve, a dining concierge app. The deck shows the process of how my teammates and I came up with the design for Reserve’s forthcoming Apple Watch app. The team was made up of three UX/UI designers who collectively split up responsibilities in the research, wireframing, prototyping, user testing, iteration, and design recommendations phases.
MY PRIMARY ROLES:
[RESEARCH]
• Interviewing (stakeholders, client, wearable technology users, diners, hospitality employees)
• Personas Development
• User Testing
[UI ADVISORY / BRANDING]
• Advised on UI designs based on research findings, including copy and visuals.
• Ensured the client's brand was preserved in the Apple Watch product extension.
• Presentation Deck Design
[PRODUCT DESIGN]
• Came up with feature ideas based on user research and testing.
Remote UX Research Videos of real people interacting with your brand, regardless of device or location.
68% Rockefeller Corporation of users give up because they think you don’t care about them.
Beware of Multi Level Lesson one
Poorly organized information • Hover tunnels = early collapsing • Inconsistent triggers
Multi Level Navs • Don’t rely on the back button • Labels help • Remember context
Links should look like Lesson two
Navigating through a site shouldn’t be a process of trial and error. Links
Links • Difficult to discern what is or is not a link • Missing click history • Inconsistent link styling in the same view
More payment options Lesson three
UX Archive
Payment options • Optimize existing checkout flows • Implement a virtual wallet • Don’t forget trust
Not all icons are Lesson four
Drag or expand? http://www.exquisitetweets.com/collection/lukew/2919
http://www.exquisitetweets.com/collection/lukew/2919
Icons • Consider context • Use tooltips • Try your designs out with real users
Consistency is one of the most powerful usability principles: when things always behave the same, users don’t have to worry about what will happen. Instead, they know what will happen based on earlier experience. ” “ Jakob Nielsen User Advocate and principal of the Nielsen Norman Group
Social security matters Lesson five So does copy!
Social privacy matters Lesson five
Social privacy • Be transparent • Make your privacy policy accessible • Look for serendipitous moments of interaction
Advertising lacks Lesson six
Consistent copy and images • Continue the conversation from ad to landing page • Keep the messages simple • Work with marketing or advertising teams
Categorization is Lesson seven
There’s no perfect way to categorize pages or products (but there’s a right way to do it). Categorization
Focus on building intuitive experiences
A mental model is what the user believes about the system at hand. ” “ Jakob Nielsen User Advocate and principal of the Nielsen Norman Group
Learn from your users • Improve mental models • Add cross-references • Solve for your primary audience(s) • Make sure your search works Categorization
Multi-level navs aren’t user friendly Mega menus and clickable menus help create a better experience for your users. Links should look like links Tried and true link conventions from the early days of the web are still the most effective ways to format your links. Consider more payment options Virtual wallet services are a great way to make checking out easier and more secure. Not all icons are universal Test users for comprehension and use tool tips to describe your most important icons.
The course was about how to implement user centered design in organizations. It was part of the Master degree program in Business with orientation in User Centered Design. Laurea University of Applied Sciences.
Article from Business Management magazine: ClearAction and Seybold Group discuss the business case for a customer-centric organization. See http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com
Usability...Or Strategic User Experience?Paul Sherman
Presentation at Usability Marathon 2, 14 October 2009, http://marathon.uidesign.ru/
Originally presented to the Online Marketing Association's 2009 Conference in San Diego CA, February 2009.
Also presented in shorter form at Big (D)esign 09 in Dallas TX, May 2009.
Empowering and engaging through co-creation webinarJane Vita
Co-creation shaping the way we design products and services. Not only does it activate dialogue, but it also brings people together to work on a common goal by working collaboratively. To enable co-creation, Service Designers act as facilitators, creating a platform for collaboration. They use a variety of methods and tools to understand customers, map experiences, describe service journeys, define business models, etc. However, these are just ways to make conversations concrete. We still need to engage and empower teams to explore, play freely and contribute to delivering an integrated and meaningful service experience.
Capabilities we need now in change managementLena Ross
Titled 'The High 5 of Change Mastery' this presentation is a guide for change leaders and practitioners to future-pace their capabilities with these skills for change mastery. These emerging capabilities will help us optimise our relevance and effectiveness in a disruptive business environment.
In Brian's new book, he outlines therising threat of Digital Darwinism, thephenomenon that affects organizationswhen technology and society evolvefaster than the ability to adapt. It's morethan social media. It's the confluenceof disruptive technology and theevolution of consumer behavior. Briandepicts how leadership can surviveDigital Darwinism by understandingcustomer and employee behavior,their expectations, and how it differsfrom traditional consumers of the past.He reviews disruptive technology,innovative business models, and newopportunities. He also demonstratesbest practices and methodologies toalign the organization with a commonand meaningful vision and strategy, andshared objectives.
Social Media effect on today's enterprise, What are Social Brands and Social Enterprises, and the difference between them.
How should leaders consider integration of Social Media in the organization, and much more..
Contact raz@kinshipdigital.com for presentation notes.
UXSG2014 Workshop (Day 1) - Leading UX (Trend Micro)ux singapore
Leading UX - are you kidding me?
Facilitated by
Hsin Olive Eu
Director, HIE
Trend Micro, Taiwan
and
Mike Chou
Staff UX Designer, HIE
Trend Micro, Taiwan
Owning the Customer Experience: A new view of sales effectiveness todayAchieveGlobal
Today's customers are not easy to impress. Not only do they want benefits beyond stellar product and service features, they demand efficiency in their interactions with salespeople, a comprehensive understanding of their business challenges and goals. How can you truly own every defining moment of their customer experience?
Dive into the innovative world of smart garages with our insightful presentation, "Exploring the Future of Smart Garages." This comprehensive guide covers the latest advancements in garage technology, including automated systems, smart security features, energy efficiency solutions, and seamless integration with smart home ecosystems. Learn how these technologies are transforming traditional garages into high-tech, efficient spaces that enhance convenience, safety, and sustainability.
Ideal for homeowners, tech enthusiasts, and industry professionals, this presentation provides valuable insights into the trends, benefits, and future developments in smart garage technology. Stay ahead of the curve with our expert analysis and practical tips on implementing smart garage solutions.
Unleash Your Inner Demon with the "Let's Summon Demons" T-Shirt. Calling all fans of dark humor and edgy fashion! The "Let's Summon Demons" t-shirt is a unique way to express yourself and turn heads.
https://dribbble.com/shots/24253051-Let-s-Summon-Demons-Shirt
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.
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.
New Frontiers: UX Professional as Business Consultant
1. NEW FRONTIERS: THE UX PROFESSIONAL AS BUSINESS CONSULTANT
TITLE
SUBTITLE
Cindy Chastain
@cchastain
#uxconsultant
Interaction 13 | January 30, 2013 1
2. Business (management) consultant:
Someone who engages in the practice of helping
organizations grow and improve their performance,
primarily through the analysis of existing
organizational problems and development of plans
for improvement.
2
3. UX Professional:
Someone who engages in user-centered design
practices to generate cohesive, predictive and
desirable designs based on holistic consideration of
a users’ experience.
3
9. The Panel
JESSE JAMES KAREN MATTHEW STEVE WHITNEY GENE SAMANTHA DAVE
GARRET MCGRANE MILAN BATY HESS SMITH STARMER GRAY
CXO, Independent CEO, Principal, Independent President, VP, Ecommerce Independent
Adaptive Path Consultant Normative Meld Consultant nForm Razorfish Management
San Francisco New York Toronto Sydney Miami/NY Edmonton Chicago Consultant
St. Louis
9
10. Understand their customers
Identify market opportunities
Rethink business models
Articulate a vision
Define their UX strategy
Plan for organizational change
10
11. For companies that have been around
for a long time, it's often the case that
they can see the looming threat on
the horizon, that their business model
is
no longer working.
- Dave Gray
11
12. Companies think: we're struggling in
this market. We need to reinvent and
reinvigorate.
- Steve Baty
12
13. Companies are seeing that their
products have to support their
customers in a very different way
than they've been doing it in the past.
- Whitney Hess
13
18. Any UX work that we've done has
involved guiding a client through a
decision-making process. That's the
core of what strategic management
consulting is.
-Jesse James Garret
18
19. I'm fond of saying that all the work we
do is change management.
-Karen McGrane
Interaction 13/ January 2013 19
21. What Impactful UX Requires
Experience Customer UX
Measurement Governance Culture
Strategy Understanding Design
Setting a clear vision Clear, consistent, A set of activities An ongoing set of A clear, proactively- Cultivating a culture
of the type of and accurate and disciplines practices to measure minded set of in which delivering a
experience you seek picture of your required to define user experience practices for great user
to deliver customers. the characteristics quality enables the monitoring quality experience is
of a person’s company to enhance and execution. embedded in the
interaction with your and optimize over organization’s DNA.
company. time.
21
23. The more things are brokered through
digital products and services, the more
important it is to look into how these
companies operate.
-Gene Smith
Interaction 13/ January 2013 23
26. What needs to be done is already
known by the company. It's just not
consciously known. What I can do is
to help facilitate that knowledge into
consciousness.
-Dave Gray
Interaction 13/ January 2013 26
28. You could have the best
recommendation in the world and the
smartest person in the room, but it's a
change management problem. Have to
understand the subtle dynamics of how
people feel and how they work together
and you have to be able to influence
that.
-Karen McGrane
28
30. We ask: what are the processes and
capabilities we need to have in place
internally in order to continue to deliver
this experience on an ongoing basis?
-Jesse James Garret
30
31. The solution is not the service.
The service is the path we can provide.
31
32. Understand the Figure out Create a plan for
problem and identify how to make implementation
the opportunity. change happen. and
sustainability.
research, prototype, test, refine
32
35. Ability to listen to customers
Systems level problem solving
Facilitating consensus
Inquiry based processes
Ability to go deep
Patience around finding solutions
Seeing multiple facets of a problem
35
36. A lot of business problems that fail in
analytic approaches are much better
served with a design approach.
- Steve Baty
Interaction 13/ January 2013 36
37. The UX field benefits because all of us
have a ground in making things. That
is incredibly powerful. We're starting
from being the builders. And moving
upstream into the strategy world.
-Karen McGrane
Interaction 13/ January 2013 37
40. How to use and understand their language
How business models work
Being really good at translation
Understanding how organizations work
Basic sales stuff
Budget and numbers
Evangelizing and persuasion
Intellectual honesty and strength
40
42. Ecosystem maps will be the new journey maps
Customer experience professionals and
business process pros will become best friends
Customer experience pros will chase employee
engagement
Firms will pay a premium for scarce talent
Forrester, January 2013
42
44. There’s way more clients who don't
get it than those who do. It's the
forward edge of the market that
recognizes the value of an experience
driven approach at the strategic level.
-Jesse James Garrett
Interaction 13/ January 2013 44
45. There's a step that a designer needs
to take where they abstract out from
their particular type of design and
recognize that at an abstract level
there's a design process that has
common principles. Once you can
take the step you can start to
appreciate the intent of the design
process and then apply it in other
ways.
-Steve Baty
Interaction 13/ January 2013 45
46. So much opportunity if people want to
be leaders. But they're going to need
to know how businesses run.
-Samantha Starmer
Interaction 13/ January 2013 46
47. I would be interested to see the field
to stop acting like we are impostors
and to start embracing this more fully.
-Karen McGrane
Interaction 13/ January 2013 47
An industrial design, for example, had to be accountable to business. Understanding process. Understanding the economics of materials. Understanding holistically how the business worked.
In a digital space we didn’ t ’ have to think about business…we had a group of technologist in a room some where who could magically create what we designed.
But the world is a very different place. [talk about ecosystems of product and service] Portable computers became ubiquitous the morphed into even smaller, more powerful and cheaper phones and tablets Mass product and consumption of news, entertainment, products service and ideas have lost the battle, giving way to personalization and customization Control of information shifted from the media to the forum of public opinion and everything has become connected
These are some of the companies who have embraced and have excelled at “customer experience”
As I come at this from only one narrow angle, I needed some help to tell the story. So I’ve created this virtual panel. All of these “UX Pros” have deep knowledge of design and the industry. Almost all have been in the business more than 15 years. And they are some examples of people who are functioning as management consultants to the clients and companies they serve. So…I asked them for input in this presentation so as to better understand the range or work, challenges and insights that they’ve encountered. It was also interesting to hear that they had new labels for themselves in this context: coach, facilitator, catalyst, translator, as well as designer.
So if you take a look at what these folks have been doing you see some common common activities. The kinds of help they were giving to their clients.
DG
SB
Mention expense report system story.
There are a lot of business management consultancies and innovation firm incumbents out there who are edging into the customer experience space. Here’s what IDEO says: At IDEO, we combine design thinking and traditional corporate strategies to help clients create avenues for market growth. They say: Whenever a company designs a new product, service, or experience, it is essentially designing its business.
But when you think of how other types of consultants work. It’s often the subject matter expert who gets the gig. Like a cop, who becomes a consultant for a TV show. Or a doctor who consults M&A transactions in the health industry. So why shouldn’t the subject matter experts for user experience step up to these business demands? That’s our challenge and our opportunity.
Experience strategy: as well as defining the priorities that will help us get there. There should be a global experience strategy, as well as a more focused set of priorities for each application. Customer understanding: Understanding their needs will enable us to identify opportunities for delivering an experience that goes beyond expectations. UX design: through the applications and services that support the business process UX design can extend beyond the application itself, to how we can improve the on-boarding and transition of customers. Governance: will be essential for ensuring a consistent user experience.
But I have only one perspective. So I took spent some time with the interview transcripts, to see if I could tease out some common threads across the experiences of our illustrious panel. There was a fairly wide range of activity amongst this small group, but there were some very clear themes related to the work they were doing in the domain of business consulting.
Business consulting for all of these folks was about facilitating insight. I say supported by a design process because facilitation had many dimensions and wasn’t always about design. But the primary value of their service to the client was around integrating a new approach and new way of thinking about problem solving. Not one of these consultants thought they were the ones coming in with the big idea or solution. They were there to help the client understand their customers, the problem space and get to the best insights in a very collaborative way. Here are some of the things I heard: Person delivering the solution is not generally aware of all the stakeholder needs There's no channel for taking research findings to the larger organization when working on a specific product Often the people have great idea of where they need to go, but often their ideas aren't synthesized or connected. Companies have the illusion of being efficient when they're really being inefficient. I work with people who need someone to think with about their challenges about how to solve them. Guiding a client through a decision making process. Instead of telling them what them solution is I'm teaching them how to find it for themselves.
This is the land of the soft skills. Listening, communication, consensus building. All the things that are crucial to seeing change within an organization. It’s about truly being a part of their team. It’s about talking in a way they can understand as well as helping them communicate to their own employees. Some of you are used to putting together presentations that unveil and idea or an approach or a solution, but all of these folks seemed to be helping their clients build their own presentations. Here are some of the things I heard: Helping companies envisage, communicate and design their new workplace. Involved months of pre-selling. Building consensus. I work with clients on a long-term basis so that I really get to know their business. Connect what you want to do with what they want to do. The more you try to control people the more they resist control. How to communicate a concept. The way in which you communicate a concept is not standard for everybody. Getting to know a sense of what they feel comfortable with. Dealing with power dynamics and multi-stakeholder environments. Overcoming the fear of changing. Letting other people do the work. Over time reminding them of why we do things this way and why it matters What you need are internal champions. That's where you start to see those culture changes.
This is a picture from one of the projects I’m working on right now. What’s been so awesome about where we’ve come is that we’re seeing individual employees as well as the company change the way their thinking and working. [tell story] This was another big theme. The reality is that a company doesn’t want to rely on a consultant forever. It just doesn’t make economic sense. And it’s not scalable over time. So part of our job is helping the client begin to adjust and learn so that they can begin to take on more things themselves. It doesn’t mean that their becoming interaction designers, they’ll either neither to hire those experts or continue outsourcing, but they can begin to make decisions on their own. And the can grow and maintain what we help them build. Here are some of the things I heard about this: Help them do the work but understand what the work looks like and how to measure it over time The transition to mobile is adding a layer of complexity. And companies have to deal with this level of complexity. They have do deal with it in their org structures and practices. Teaching companies how to communicate, connect and coordinate activities. Helping them restructure departments and roles in a way that will enable greater impact across the business. Working a level above product: multiple product lines and how to integrate them successfully. Teaching them how to measure experience efforts against other ways to increase usage. To articulate KPIs. Giving them the tools to engage in a design process on their own. UX is everybody's responsibility, *not just the responsibility of one person or department
After talking to these folks, the thing that struck the deepest cord was this.
So what is that path, exactly? Assuming the role of the business consultant that facilitates, works with people and helps a company to fish might look a little like this. And all of these things involved deisgn.
So like I was saying, the subject matter experts should be the ones who are among those help to advise companies on how to gain value through a better customer experience. So I asked our dear panelists what they thought differentiated them from the McKinsey and Bains of the world when it comes to this kind of work. What was it in their UX background that helped them naturally evolve into this kind of work?
But of course, we’ve had to learn new things. It ain’t all peaches and cream. Just went we think we’ve got it we’re being dragged through the corridors with another new challenge. And some of those things might bring a little discomfort your designerly mind. As mentioned earlier, we should be partners with business. Rather than thinking of it as something that gets in the way it should be a channel through which we work. Many of the people I spoke to profess to still be learning. Their veterans with years in the industry but they anticipate having to do this another five years before they get it right.
Forrester thinks we're still some time away from CX being embedded to that degree. It's really only a small minority of orgs that have been at the CX game for some time. The vast majority is dabbling ---- and some have yet to realize the importance of CX as a business driver. Early adopters will refocus their efforts to drive differentiation Companies in the mainstream will continue to seek buy-in Late adopters will panic as they realize how far behind they are
But for us. Those of us with a background in design and user experience. What’s that look like? Most of the people I spoke to see the opportunity but wanted to point out the tough road getting there. And they actually spoke with mixed levels of optimism. No easy path but a worthwhile pursuit. No more overnight success. Designers are well positioned to see the future, but I don't think there's a lot of patience. It's going to take a long time to learn this stuff. Organizational cultural inertia is forced to be reckoned with. Internal UX teams. I'd be surprised if this didn't become a standard part of any UXers toolkit. Either that or your a commodity provider of basic designers. My advice is that they will at some point in their careers be responsible for this kind of organization change. Don't need to ask yourselves right now. 10-15 years into your career. Depth of experience is key. Wishes apprenticeship and practice for designers was much longer.