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.
Testing documents: A quick introduction to usability testing for Clarity Inte...Caroline Jarrett
Clarity International is an international association promoting plain legal language. We met to learn about usability testing of documents, and tried the 'Pens of Power' technique on a clause from the Modern Commercial Lease
The Value of User Experience (from Web 2.0 Expo Berlin 2008)Niko Nyman
Companies and brands should think about (user) experience to find new competitive edge for their business. Better experiences create more value for users, which can be in turn transformed into business value for the company.
For the past 20 years we have developed, designed, marketed with, for and at users. UX and usability are getting a lot of attention within that context. Beyond the buzzwords, we will look at two practices that shape our daily lives. What does it mean for an application to be usable and how's that part of creating an amazing user experience? This talk aims to discuss some actionable developer tips to ensure that your applications resonate with users.
Usability vs Design – When Does One Trump the Other? AI (Alexander Interactiv...Josh Levine
I recently presented at the Internet Retailer Web Design Conference (IRWD) down in Orlando (Feb 13). The topic was "How to achieve harmony between usability and design". Special thanks to Jordan Lustig, from Saks Fifth Avenue, for joining me up on stage. We had a great time. Thank you all for joining us!
A talk we had at Texity systems.
Topics were
“ Are you really a User Experience Designer ?
The shift from product design to process design”
Contents
- what is user experience ? A bit of historical perspective
- Who coined the term and what did he mean ? ( Don Norman coined this term)
- how does IA, interaction design, usability, user research, relate to user experience ?
- what is product user experience ?
- how is different from user experience design of a service ?
- if this is User Experience, then what exactly is customer experience ?
- Should there be a designation called User Experience designer?
- The CEO, the engineer, the sales manager , product manager ….. are they UX designers or they aren’t ?
- Product design vs Process design
- The notion of a User , and who is the Customer ….. can user and customer be same ?
- A better term : DUX ( designing for user experience )
Testing documents: A quick introduction to usability testing for Clarity Inte...Caroline Jarrett
Clarity International is an international association promoting plain legal language. We met to learn about usability testing of documents, and tried the 'Pens of Power' technique on a clause from the Modern Commercial Lease
The Value of User Experience (from Web 2.0 Expo Berlin 2008)Niko Nyman
Companies and brands should think about (user) experience to find new competitive edge for their business. Better experiences create more value for users, which can be in turn transformed into business value for the company.
For the past 20 years we have developed, designed, marketed with, for and at users. UX and usability are getting a lot of attention within that context. Beyond the buzzwords, we will look at two practices that shape our daily lives. What does it mean for an application to be usable and how's that part of creating an amazing user experience? This talk aims to discuss some actionable developer tips to ensure that your applications resonate with users.
Usability vs Design – When Does One Trump the Other? AI (Alexander Interactiv...Josh Levine
I recently presented at the Internet Retailer Web Design Conference (IRWD) down in Orlando (Feb 13). The topic was "How to achieve harmony between usability and design". Special thanks to Jordan Lustig, from Saks Fifth Avenue, for joining me up on stage. We had a great time. Thank you all for joining us!
A talk we had at Texity systems.
Topics were
“ Are you really a User Experience Designer ?
The shift from product design to process design”
Contents
- what is user experience ? A bit of historical perspective
- Who coined the term and what did he mean ? ( Don Norman coined this term)
- how does IA, interaction design, usability, user research, relate to user experience ?
- what is product user experience ?
- how is different from user experience design of a service ?
- if this is User Experience, then what exactly is customer experience ?
- Should there be a designation called User Experience designer?
- The CEO, the engineer, the sales manager , product manager ….. are they UX designers or they aren’t ?
- Product design vs Process design
- The notion of a User , and who is the Customer ….. can user and customer be same ?
- A better term : DUX ( designing for user experience )
It has Modern UI /UX Design Process. Like from
- Hand-holding customers for every feature
- Identifying the key design challenge
- Stepping into the shoes of the user
- Designing the Information Architecture and wireframing
- Nailing the visual design
UX & UI: The differences between two abbreviationsJessica Kainu
The difference is that one has an X and one has an I. I mean, yeah but there's a little more to it. This presentation describes the differences between UX and UI design. This focuses on where overlap with UX and UI happens, why this matters, the UX process, and what it is like to work on an agile team.
User experience design (UX, UXD, UED or XD) is the process of enhancing user satisfaction with a product by improving the usability, accessibility, and pleasure provided in the interaction with the product.[1] User experience design encompasses traditional human–computer interaction (HCI) design, and extends it by addressing all aspects of a product or service as perceived by users.
Design and its fundamental process have changed with time, growing challenges among the users, devices and different platforms for UI and UX process.
In Design Fundamentals, a day-long thorough workshop, we will try to understand the fundamentals of UI and UX process, and follow the standard process and approaches to create a user-centric design. With basic Design Principles as the the backbone for our design, of course!
Creating User Experience for Applications involves multi various skill sets & is on vogue.
Know what UX is all about & Pixel Studios Design Process in this presentation.
It has Modern UI /UX Design Process. Like from
- Hand-holding customers for every feature
- Identifying the key design challenge
- Stepping into the shoes of the user
- Designing the Information Architecture and wireframing
- Nailing the visual design
UX & UI: The differences between two abbreviationsJessica Kainu
The difference is that one has an X and one has an I. I mean, yeah but there's a little more to it. This presentation describes the differences between UX and UI design. This focuses on where overlap with UX and UI happens, why this matters, the UX process, and what it is like to work on an agile team.
User experience design (UX, UXD, UED or XD) is the process of enhancing user satisfaction with a product by improving the usability, accessibility, and pleasure provided in the interaction with the product.[1] User experience design encompasses traditional human–computer interaction (HCI) design, and extends it by addressing all aspects of a product or service as perceived by users.
Design and its fundamental process have changed with time, growing challenges among the users, devices and different platforms for UI and UX process.
In Design Fundamentals, a day-long thorough workshop, we will try to understand the fundamentals of UI and UX process, and follow the standard process and approaches to create a user-centric design. With basic Design Principles as the the backbone for our design, of course!
Creating User Experience for Applications involves multi various skill sets & is on vogue.
Know what UX is all about & Pixel Studios Design Process in this presentation.
Field Research at the Speed of BusinessPaul Sherman
Field research: to many it's the gold standard of user-centered design. Want to learn more about how your current or prospective customers think, work, live and play? Go observe them.
If you're early or even mid-career, organising, carrying out and analysing the results of field research can seem daunting and time-consuming. This tutorial will provide you with information and resources you can use immediately to start conducting insightful and effective field research.
Presented at UX in the City Oxford 2017, April 2017, Oxford UK.
From Personas to Production: The Role of Personas, Design Briefs, Stories, St...Paul Sherman
From Personas to Production:
The Role of Personas, Design Briefs,
Stories, Storyboards, and Wireframes in
the Ideation/Design/Build Process
-Presented at ProductCampAustin09, 15 August 2009.
What is Artificial Intelligence | Artificial Intelligence Tutorial For Beginn...Edureka!
** Machine Learning Engineer Masters Program: https://www.edureka.co/masters-program/machine-learning-engineer-training **
This tutorial on Artificial Intelligence gives you a brief introduction to AI discussing how it can be a threat as well as useful. This tutorial covers the following topics:
1. AI as a threat
2. What is AI?
3. History of AI
4. Machine Learning & Deep Learning examples
5. Dependency on AI
6.Applications of AI
7. AI Course at Edureka - https://goo.gl/VWNeAu
For more information, please write back to us at sales@edureka.co
Call us at IN: 9606058406 / US: 18338555775
Facebook: https://www.facebook.com/edurekaIN/
Twitter: https://twitter.com/edurekain
LinkedIn: https://www.linkedin.com/company/edureka
Top 5 Deep Learning and AI Stories - October 6, 2017NVIDIA
Read this week's top 5 news updates in deep learning and AI: Gartner predicts top 10 strategic technology trends for 2018; Oracle adds GPU Accelerated Computing to Oracle Cloud Infrastructure; chemistry and physics Nobel Prizes are awarded to teams supported by GPUs; MIT uses deep learning to help guide decisions in ICU; and portfolio management firms are using AI to seek alpha.
AI and Machine Learning Demystified by Carol Smith at Midwest UX 2017Carol Smith
What is machine learning? Is UX relevant in the age of artificial intelligence (AI)? How can I take advantage of cognitive computing? Get answers to these questions and learn about the implications for your work in this session. Carol will help you understand at a basic level how these systems are built and what is required to get insights from them. Carol will present examples of how machine learning is already being used and explore the ethical challenges inherent in creating AI. You will walk away with an awareness of the weaknesses of AI and the knowledge of how these systems work.
Why you’re a Brand Shaper (knowingly or not) and what you can do about itRupert Platz
Held at IxDA Berlin, Nov 19 //
What do you feel when you hear the B-word?
The term „brand” often translates to us designers as “annoying regulations from the marketing department” or “some generic Powerpoint voodoo before we get to the real thing”.
But most of all, as Marty Neumeier put it, a brand is „a person‘s gut feeling about a product, a service, or an organization“. A gut feeling that will affect this person’s decisions and actions. That’s why organizations care about their brand and try to influence how people feel about them.
Now trying to influence people’s gut feelings about a product or service is something we’re quite familiar with – we call it “Experience Design”. That’s why we shouldn’t leave the task of caring about the brand to marketers alone and just grudgingly follow their style guides. The interactive products and services we design will influence our user’s brand perception more profoundly than award-winning campaigns or fancy image videos can.
So if brands are such a big deal and we’re all at least co-shapers of brand perceptions – deliberately or not -, why does the B-word almost never appear in our UX discussions and frameworks? In this talk, I’d like to share my ideas on how we can leverage the brand perspective to make sound design decisions and create better experiences.
A non-technical design guide for development professionals.
Designing the old way was a bloated process that could involve four months of discovery, annotating scores of wireframes with review notes and the massive budget to match. Something had to give.
Born out of the necessity to create more value for the end users without increasing hour allocations or project spend, lean UX helps condense the process delivering working software in as little as 4 weeks. Particularly good for startups or innovation accelerators, lean UX uses an iterative approach to visualize and deliver. From time to investment dollars to sanity, lean UX saves big. Learn from our design and delivery teams.
Training Webinar: From a bad to an awesome user experience - Training WebinarOutSystems
How can you build an awesome app that looks cool and fresh while providing a great user experience? Discover how to beat the UX and UI design blues and produce apps that everyone loves to use.
- Why an awesome UX is critical
- What you gain by talking to users
- What an MVE is and what it does
- How to go from a screen to an experience
- How to avoid UX traps and go after the rainbow.
Free Online training: https://www.outsystems.com/learn/courses/
Follow us on Twitter http://www.twitter.com/OutSystemsDev
Like us on Facebook http://www.Facebook.com/OutSystemsDev
A Quick guide into a Lean UX process and how to engage with Users.
How to do products people love?
What are the steps you need to give to be a great Uxer?
Can User Experience be Lean?
What Methods and Processes can be used?
User Testing in a nutshell.
It doesn’t matter if you’re a one-person freelancer, a budding 5-10 person agency, or an established small to mid-sized company - you will always contend with the challenges of growth. This month, key employees from Raleigh-based web shop Atlantic BT (ABT) will share their experiences on how to build and maintain a foundation for growth in light of pressures from increasing demand.
COO, Software Development Manager, and Creative Director will share some patterns that triggered growth, and how each handled them.
As shared with TrainingIndustry.com by GP Strategies, in this busy world where the trainer is becoming curator, a study on leveraging user generated content.
Solving Design and Business Problems in 3 Days with Google Design Sprint by B...Borrys Hasian
This is the slides used to guide Google-style Design Sprint workshop. I've shared this process with more than 1600 people through workshop, seminar, Google Developers Festival, lecture, and some other initiatives. Feel free to reach out for discussion, and to engage Circle UX to build internal competence in your product and design team.
My keynote from the UX South Africa 2014 conference in Cape Town, South Africa
It's a look at the state of play including:
- It's still easy to find poor website UX in South Africa
- Informing digital strategy by making and launching things
- Problems that executives of traditionally non-digital companies face as software slowly eats the word - and some solutions: Proactive research, digital product management, agile...
- Some of the skills and talents that unicorn UX designers need to have
From Portent's Webinar Series, here is October's session on conversion rate optimization. Our Director of SEO, Josh Patrice, provides 47 actionable tips to get your site's conversions improving ASAP!
Building Products Your Customers Love with Empathy and Human InsightsAggregage
Product teams are continuously under tight deadlines to quickly validate new ideas, features, and offerings to innovate successfully, ensure product-market fit, and avoid rework. Without the customer’s perspective, these teams often end up wasting time and resources building features that customers don’t use. This webinar will highlight the critical areas during the design and development process when reaching out to customers, as understanding their needs, testing hypotheses, and refining your approach are imperative.
Neuro-symbolic is not enough, we need neuro-*semantic*Frank van Harmelen
Neuro-symbolic (NeSy) AI is on the rise. However, simply machine learning on just any symbolic structure is not sufficient to really harvest the gains of NeSy. These will only be gained when the symbolic structures have an actual semantics. I give an operational definition of semantics as “predictable inference”.
All of this illustrated with link prediction over knowledge graphs, but the argument is general.
Accelerate your Kubernetes clusters with Varnish CachingThijs Feryn
A presentation about the usage and availability of Varnish on Kubernetes. This talk explores the capabilities of Varnish caching and shows how to use the Varnish Helm chart to deploy it to Kubernetes.
This presentation was delivered at K8SUG Singapore. See https://feryn.eu/presentations/accelerate-your-kubernetes-clusters-with-varnish-caching-k8sug-singapore-28-2024 for more details.
Securing your Kubernetes cluster_ a step-by-step guide to success !KatiaHIMEUR1
Today, after several years of existence, an extremely active community and an ultra-dynamic ecosystem, Kubernetes has established itself as the de facto standard in container orchestration. Thanks to a wide range of managed services, it has never been so easy to set up a ready-to-use Kubernetes cluster.
However, this ease of use means that the subject of security in Kubernetes is often left for later, or even neglected. This exposes companies to significant risks.
In this talk, I'll show you step-by-step how to secure your Kubernetes cluster for greater peace of mind and reliability.
Slack (or Teams) Automation for Bonterra Impact Management (fka Social Soluti...Jeffrey Haguewood
Sidekick Solutions uses Bonterra Impact Management (fka Social Solutions Apricot) and automation solutions to integrate data for business workflows.
We believe integration and automation are essential to user experience and the promise of efficient work through technology. Automation is the critical ingredient to realizing that full vision. We develop integration products and services for Bonterra Case Management software to support the deployment of automations for a variety of use cases.
This video focuses on the notifications, alerts, and approval requests using Slack for Bonterra Impact Management. The solutions covered in this webinar can also be deployed for Microsoft Teams.
Interested in deploying notification automations for Bonterra Impact Management? Contact us at sales@sidekicksolutionsllc.com to discuss next steps.
JMeter webinar - integration with InfluxDB and GrafanaRTTS
Watch this recorded webinar about real-time monitoring of application performance. See how to integrate Apache JMeter, the open-source leader in performance testing, with InfluxDB, the open-source time-series database, and Grafana, the open-source analytics and visualization application.
In this webinar, we will review the benefits of leveraging InfluxDB and Grafana when executing load tests and demonstrate how these tools are used to visualize performance metrics.
Length: 30 minutes
Session Overview
-------------------------------------------
During this webinar, we will cover the following topics while demonstrating the integrations of JMeter, InfluxDB and Grafana:
- What out-of-the-box solutions are available for real-time monitoring JMeter tests?
- What are the benefits of integrating InfluxDB and Grafana into the load testing stack?
- Which features are provided by Grafana?
- Demonstration of InfluxDB and Grafana using a practice web application
To view the webinar recording, go to:
https://www.rttsweb.com/jmeter-integration-webinar
Kubernetes & AI - Beauty and the Beast !?! @KCD Istanbul 2024Tobias Schneck
As AI technology is pushing into IT I was wondering myself, as an “infrastructure container kubernetes guy”, how get this fancy AI technology get managed from an infrastructure operational view? Is it possible to apply our lovely cloud native principals as well? What benefit’s both technologies could bring to each other?
Let me take this questions and provide you a short journey through existing deployment models and use cases for AI software. On practical examples, we discuss what cloud/on-premise strategy we may need for applying it to our own infrastructure to get it to work from an enterprise perspective. I want to give an overview about infrastructure requirements and technologies, what could be beneficial or limiting your AI use cases in an enterprise environment. An interactive Demo will give you some insides, what approaches I got already working for real.
UiPath Test Automation using UiPath Test Suite series, part 3DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 3. In this session, we will cover desktop automation along with UI automation.
Topics covered:
UI automation Introduction,
UI automation Sample
Desktop automation flow
Pradeep Chinnala, Senior Consultant Automation Developer @WonderBotz and UiPath MVP
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
The Art of the Pitch: WordPress Relationships and SalesLaura Byrne
Clients don’t know what they don’t know. What web solutions are right for them? How does WordPress come into the picture? How do you make sure you understand scope and timeline? What do you do if sometime changes?
All these questions and more will be explored as we talk about matching clients’ needs with what your agency offers without pulling teeth or pulling your hair out. Practical tips, and strategies for successful relationship building that leads to closing the deal.
Builder.ai Founder Sachin Dev Duggal's Strategic Approach to Create an Innova...Ramesh Iyer
In today's fast-changing business world, Companies that adapt and embrace new ideas often need help to keep up with the competition. However, fostering a culture of innovation takes much work. It takes vision, leadership and willingness to take risks in the right proportion. Sachin Dev Duggal, co-founder of Builder.ai, has perfected the art of this balance, creating a company culture where creativity and growth are nurtured at each stage.
Generating a custom Ruby SDK for your web service or Rails API using Smithyg2nightmarescribd
Have you ever wanted a Ruby client API to communicate with your web service? Smithy is a protocol-agnostic language for defining services and SDKs. Smithy Ruby is an implementation of Smithy that generates a Ruby SDK using a Smithy model. In this talk, we will explore Smithy and Smithy Ruby to learn how to generate custom feature-rich SDKs that can communicate with any web service, such as a Rails JSON API.
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdf91mobiles
91mobiles recently conducted a Smart TV Buyer Insights Survey in which we asked over 3,000 respondents about the TV they own, aspects they look at on a new TV, and their TV buying preferences.
GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using Deplo...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
2. Usability
testing
≠
a
good
user
experience!
Strategic
user
experience
planning
can
yield
a
unified
and
consistent
user
experience.
And
strategic
design
leads
to
great
user
experiences.
2
3. Usability
testing
is
almost
always
tactical
and
short-‐
term
focused.
Even
when
done
across
releases…the
results
are
almost
always
used
tactically.
3
4. Usability
testing
and
evaluation
can
find
problems
with
your
site
or
product.
But
the
method
is
not
well
suited
for:
Crafting
a
unified
user
experience
Planning
for
tomorrow’s
user
experience
Creating
delight,
loyalty,
stickiness
4
5. Delight
Loyalty
Stickiness
How
do
you
attain
these?
5
6. By
designing
the
user
experience:
For
now.
For
next
year.
And
the
years
after
that.
6
7. And
designing
the
entire
experience…
Not
just
your
product
or
web
site’s
user
interface.
Or
your
email
campaign’s
HTML
formatting.
Or
the
user
assistance
content.
7
9. “[Strategy
is]
A
long
term
plan
of
action
designed
to
achieve
a
particular
goal.”
“Strategy
is
differentiated
from
tactics
or
immediate
actions
by
its
orientation
on
affecting
future,
not
immediate
conditions.”
Wikipedia.org
9
14. At
many
companies,
various
groups
and
departments
are
not
aligned
around
creating
the
best
user
experience
possible.
In
fact,
some
groups
are
incented
to
create
a
bad
user
experience.
How
can
that
be?
Easy…unintended
consequences
of
incentive
structures.
14
15. Example:
Imagine
a
fictional
company
where
a
marketing
department
is
responsible
for
shipping
and
fulfillment.
Imagine
they
charged
$15.95
USD
to
ship
a
box
of
software.
And
this
made
the
department
500K
yearly.
How
many
people
do
you
think
abandoned
their
shopping
carts
when
they
saw
that
price?
15
16. …and
how
many
customers
do
you
think
were
lost
because
of
this
one
short-‐sighted
decision?
16
17. Usability
testing
and
user-‐centered
design
can
only
do
so
much.
To
create
great
user
experiences,
you
have
to
take
a
holistic
-‐
and
strategic
–
approach.
17
18. I’m
not
the
only
person
saying
this:
Steve
Baty
–
“Being
An
Experience-‐Led
Organization”
http://bit.ly/40xrLP
Jared
Spool
–
UPA
2009
keynote
(I’ll
find
a
link
somewhere…)
And
many
others.
18
20. What
is
usability?
Your
intended
users
can
accomplish
what
they’re
trying
to
do
on
your
site
or
with
your
product.
What
is
user
experience?
The
positive
AND
negative
attitudes
and
affect
generated
from
interacting
with
your
offering,
on
several
dimensions.
20
21. From
Peter
Morville:
http://semanticstudios.com/publications/semantics/000029.php
21
23. Measure
it
There
are
many
ways
to
do
this.
NPS
(net
promoter
score)
is
one
of
them,
but
it
doesn’t
capture
all
the
dimensions
of
user
experience.
There
is
no
one
best
way
My
advice:
multiple
methods,
multiple
measures.
Both
quantitative
and
qualitative.
23
24. The
first
step
is
to
become
aware
of
the
problems!
How?
Walk
through
the
entire
customer
experience.
24
25. From
sign-‐up
to
initial
use…free
to
pay
conversion…calling
and
emailing
help,
tech
support,
and
billing…even
closing
the
account.
25
26. If
you
don’t
know
about
this
concept,
talk
to
your
product
managers.
They
do.
A
typical
product
manager-‐y
image…
26
27. Check
your
IVR!
Most
are
horrible!
(IT
typically
designs
the
prompts
and
call
flows.)
27
28. Just
because
you
do
GUI
doesn’t
mean
you
can
do
VUI…
VUI
expert
Susan
Hura
“Is
Your
Goal
To
Get
Rid
Of
Money?”
http://bit.ly/2yehF
“Are
You
Working
Hard
To
Suck
Less?”
http://bit.ly/18vVP1
28
29. She’s
my
wife.
She’s
also
the
best
VUI
usability
expert
around.
29
30. How
do
you
“do”
strategic
user
experience?
It
sometimes
means
big
changes.
It
often
drives
process
and
organizational
structure
changes.
30
31. Remember,
in
many
organizations,
departments
and
teams
are
incented
to
create
bad
user
experiences.
Changing
organization
structures
and
incentives
to
refocus
on
the
customer
is
hard
work.
31
32. Offline:
Nordstrom’s.
Virgin
Air.
Online:
Zappos.
Amazon.
Land’s
End.
(Offline
too.)
Who
else?
32
33. The
sad
truth:
most
organizations
don’t
align
on
the
user
experience.
33
35. How
do
you
take
a
strategic
approach
to
creating
a
great
user
experience?
Four
very
hard
easy
steps…
35
36. 1.
Alignment
Find
the
disincentives
to
delivering
a
good
user
experience,
then
surface
them
to
your
leadership.
Eliminate
them.
Advocate
for
tweaking
the
business
model
if
you
need
to.
Don’t
take
“bad
profits”.
Bad
profits
are
unsustainable
profits.
36
37. 2.
Values
Be
open
to
learning
about
and
improving
the
user
experience.
Those
aphorisms
about
the
customer
always
being
right?
They’re
all
true.
Remember
the
guy
who
complained
about
the
food
on
Virgin
Air?
He’s
now
a
taster.
Stunt?
Yes.
But
effective
and
revealing!
37
38. 3.
Assess
the
user
experience
holistically
Traverse
the
customer
corridor.
Assess
the
total
experience
–
not
just
the
UI.
Find
the
sticky
points,
the
little
trapdoors.
Remember,
one
bad
touchpoint
affects
the
whole
brand.
38
39. 4.
Leverage
user
experience
design
Don’t
just
fix
the
little
user
experience
trapdoors
and
holes.
Assess
and
redesign
the
customer
touchpoints…
all
of
them.
Even
the
IVR.
39
40. Yeah,
but…
how
do
I
get
my
organization
to
do
this?
“Initiative”
40
41. Give
yourself
a
new
job:
“Change
agent”
UX
“Initiative”
Easy
to
say…
harder
to
put
into
practice.
41
42. A
person
who
leads
a
business
initiative
by:
Defining
and
researching
the
problem
Planning
the
intervention
Building
business
support
for
the
intervention
Enlisting
others
to
help
drive
change
Isixsigma.com
UXmatters.com
–
“The
User
Experience
Practitioner
As
Change
Agent”
42
43. “Change
agents
must
have
the
conviction
to
state
the
facts
based
on
data,
even
if
the
consequences
are
associated
with
unpleasantness.”
Isixsigma.com
Uxmatters.com
–
“The
User
Experience
Practitioner
As
Change
Agent”
43
45. It’s
about
aligning
the
organization
to
measure
and
improve
the
user
experience…
Using
the
tools
and
techniques
of
user
research,
interaction
design,
and
usability
assessment.
45
46. If
you’re
doing
your
job
right,
you’re
changing
your
organization.
“Initiative”
46
47. Get
out
of
your
silo,
comfort
zone,
etc.
Be
nosy.
Really
understand
your
business’s
revenue
and
profitability
goals.
And
who’s
responsible
for
delivering
what
part
of
it.
Plan
and
influence
Advocate
for
planning
the
user
experience
of
the
product(s)
you
support.
Socialize
the
plan,
sell
the
plan.
Measure
and
improve
Measure
the
user
experience
to
know
how
to
improve
it.
47
48. You
might
not
get
to
focus
on
strategic
issues
yet.
But
start
thinking
about
it
now.
Start
talking
with
your
colleagues
about
the
long-‐term
direction
of
the
products
and
services
you
support.
Find
the
problems
with
usability
testing
and
evaluation.
Fix
the
ugly
parts
now,
but
plan
to
overhaul
the
whole
experience.
48
49. Connecting
Cultures,
Changing
Organizations:
The
User
Experience
Practitioner
As
Change
Agent.
Paul
Sherman.
http://uxmatters.com/MT/archives/000162.php
Customer
Support
on
the
Web:
Don't
Call
Us,
We'll
Call
You.
Dan
Szuc.
http://www.uxmatters.com/mt/archives/2007/11/customer-‐support-‐on-‐the-‐
web-‐dont-‐call-‐us-‐well-‐call-‐you.php
The
Bizarre
Myth
of
Customer
Service:
An
Interview
With
David
Jaffe
http://www.infodesign.com.au/uxpod
(Look
for
#42…
see,
it
IS
the
answer
to
everything.
)
49
50. Paul
Sherman
http://www.shermanux.com
paul@shermanux.com
Twitter:
@pjsherman
50