The document discusses using user experience maps to innovate products and services. It explains that customer experience is shaped by interactions over the lifetime of a customer relationship. User experience maps can be used to identify pain points, opportunities for improving the current experience, and envisioning new products. Open innovation, crowdsourcing ideas, and adopting agile development practices can also help companies stay innovative and competitive.
The Digital Innovators' Guide: How Services Companies Launch Successful Digit...Highland
Nearly 70% of companies are in the services business, including professional and business services, education, health, hospitality, and nonprofits. These organizations increasingly need to create digital products, to extend their core business with a scalable offering and consistent revenue stream. Often these leaders seek out a technical firm to build the software. But building software is the easy part.
The Highland team has helped services companies launch over 260 digital products over the last 20 years. We’ll lay out our step by step process for how services companies—who have never created a digital product before--can go from idea to launch, all backed up by on on-going research with hundreds of digital product leaders.
You’ll learn:
- The seven steps—besides building software—in creating a successful digital product for the first time.
- How to get accurate, early insight to shape your product idea.
- How to avoid the mistake over 40% of new digital startups make.
How can User Experience and Business Analysis work well together?User Vision
UX and business analysis – achieving the benefits of a close relationship
Many UX professionals cross paths with business analysts in the course of delivering projects. Both professions define and apply requirements, though typically one leans toward user requirements and the other toward business requirements. However these worlds often converge, especially as more organisations realise the business value of focusing on customers through user research and user-centred design. It is perhaps inevitable that these two professions, increasingly valued for customer-oriented projects, occasionally have overlapping remits which may lead to either internal friction or positive outcomes.
In this session we explore the areas of similarity, difference and potential collaboration in the respective fields of user experience and business analysis.
We will co-present the briefing with Sarah Williams, a senior business analyst and UX practitioner with leading law firm Linklaters who has successfully integrated the fields and evangelised the UX and service design approach for many internal and client-facing projects. Sarah and Chris Rourke from User Vision will discuss the goals and perspectives of the two fields and where the greatest opportunities are for knowledge transfer and co-operation for successful project delivery.
The talk will be especially of interest for UX professionals working alongside BAs, Business Analysts wanting to know more about user experience and service design, or anyone managing teams that have either or both of these important roles.
Working with frog's UX experts, Melinda curated, collated and edited the GE User Experience Playbook for all those charged with designing GE products and services.
Do UX designers have a role in reducing digital waste?User Vision
UX designers are primarily concerned with ensuring the experience of end users, but should we also consider the impact on the environment?
Do the ultra-usable and convenient digital lifestyles we help create provide ease-of-use at the cost of sustainability?
We'll explore the surprisingly large impact that digital has on C02 emissions and other contributors to the climate crisis.
Then we’ll discuss what can be done by individuals and as a profession to raise awareness of the issue contribute to ways to mitigate the problem.
“5% visual, 95% practical. The difference between good design and great design.”
Founded in 2001, we’ve built our name on developing products that are as beautiful in function as in form. Products that add value and deliver genuine real life benefits. That’s why we’re called Design Reality.
Everything we do is rooted in the realities faced by our clients (and their users): the needs of a nurse, a fire fighter, a soldier or a mother - and the pressures of deadlines, legislation and budgets. As a team, we’re able to adapt and respond to these challenges, providing answers that are at once creative and pragmatic.
See how we’ve applied our knowledge to produce some of the world’s leading products - www.designreality.co.uk.
Telephone:- UK +44 (0) 1745 584865
The Digital Innovators' Guide: How Services Companies Launch Successful Digit...Highland
Nearly 70% of companies are in the services business, including professional and business services, education, health, hospitality, and nonprofits. These organizations increasingly need to create digital products, to extend their core business with a scalable offering and consistent revenue stream. Often these leaders seek out a technical firm to build the software. But building software is the easy part.
The Highland team has helped services companies launch over 260 digital products over the last 20 years. We’ll lay out our step by step process for how services companies—who have never created a digital product before--can go from idea to launch, all backed up by on on-going research with hundreds of digital product leaders.
You’ll learn:
- The seven steps—besides building software—in creating a successful digital product for the first time.
- How to get accurate, early insight to shape your product idea.
- How to avoid the mistake over 40% of new digital startups make.
How can User Experience and Business Analysis work well together?User Vision
UX and business analysis – achieving the benefits of a close relationship
Many UX professionals cross paths with business analysts in the course of delivering projects. Both professions define and apply requirements, though typically one leans toward user requirements and the other toward business requirements. However these worlds often converge, especially as more organisations realise the business value of focusing on customers through user research and user-centred design. It is perhaps inevitable that these two professions, increasingly valued for customer-oriented projects, occasionally have overlapping remits which may lead to either internal friction or positive outcomes.
In this session we explore the areas of similarity, difference and potential collaboration in the respective fields of user experience and business analysis.
We will co-present the briefing with Sarah Williams, a senior business analyst and UX practitioner with leading law firm Linklaters who has successfully integrated the fields and evangelised the UX and service design approach for many internal and client-facing projects. Sarah and Chris Rourke from User Vision will discuss the goals and perspectives of the two fields and where the greatest opportunities are for knowledge transfer and co-operation for successful project delivery.
The talk will be especially of interest for UX professionals working alongside BAs, Business Analysts wanting to know more about user experience and service design, or anyone managing teams that have either or both of these important roles.
Working with frog's UX experts, Melinda curated, collated and edited the GE User Experience Playbook for all those charged with designing GE products and services.
Do UX designers have a role in reducing digital waste?User Vision
UX designers are primarily concerned with ensuring the experience of end users, but should we also consider the impact on the environment?
Do the ultra-usable and convenient digital lifestyles we help create provide ease-of-use at the cost of sustainability?
We'll explore the surprisingly large impact that digital has on C02 emissions and other contributors to the climate crisis.
Then we’ll discuss what can be done by individuals and as a profession to raise awareness of the issue contribute to ways to mitigate the problem.
“5% visual, 95% practical. The difference between good design and great design.”
Founded in 2001, we’ve built our name on developing products that are as beautiful in function as in form. Products that add value and deliver genuine real life benefits. That’s why we’re called Design Reality.
Everything we do is rooted in the realities faced by our clients (and their users): the needs of a nurse, a fire fighter, a soldier or a mother - and the pressures of deadlines, legislation and budgets. As a team, we’re able to adapt and respond to these challenges, providing answers that are at once creative and pragmatic.
See how we’ve applied our knowledge to produce some of the world’s leading products - www.designreality.co.uk.
Telephone:- UK +44 (0) 1745 584865
Design for Professionals - Big (D)esign Conference 2014Design4Pros
Any football fan will tell you: the plays they run in high school would never cut it in the NFL. At the highest levels of the sport, playbooks are tailored to the skills of athletes who run faster, hit harder, kick longer, and throw with precision.
Designing software for expert users is no different. If you call your plays from the same UX playbook that you use for consumer apps, you will get creamed on the field.
Veteran interaction designers Alan Baumgarten and Ben Judy will share examples and show you the plays that can help you score and maybe even win when you face the humbling challenge of designing for highly trained professionals who use software.
Along the way you will discover the essential plays that must be in your Pro UX playbook if you hope to compete at this level. You will also learn a few boneheaded moves--used by most UX professionals--that will knock you to the turf faster than an All-Pro linebacker.
DataDreamin presents: A Cup of Data vol 4 - Spilling the Tea on UX Design Principles - November 12th, 2021 by Elena Migunova.
You know how to build recipes and dashboards, got your Tableau CRM skills. But how do you create EFFECTIVE dashboards? This session will teach you how you can become a design hero and give you the right tools to apply UX design principles to your Tableau CRM dashboards.
This is a talk I gave at the first Meetup for Digital Product Design.
Here is the talk description:
Research can improve team synergies which create opportunities for better products and a team that is happier with their results. In the first Digital Product Design Meetup Jonathan will share insights for how research can be used to create both a user-centric culture and a catalyst for team bonding. Whether you are looking to introduce an internal research practice for the first time or looking to improve on an existing one learn how these methods can work for you. The second half of the event will be a group exercise to uncover bottlenecks in your own organization implementing user research and how this can be solved.
Solvy - a new payment experience, IxDA Milan& Turin June 2018Sketchin
Our talk at the IxDA Milan& Turin Chapter: Solvy - an end to end project of an instalment card for the European market in which we designed the value proposition, naming, branding, customer interactions, app flow and screen flow.
Would you like service design with that? Presented by Suze Ingram at Web Dire...suzeingram
Service design focuses on understanding what customers want, then designing services which meet their needs. Sound familiar? Web designers have focused on user-centred design for years to create websites and applications that are user friendly.
Service design is well established in Europe and North America and there’s already a handful of Australian businesses offering service design. What is it? Does experience in designing for screen interaction translate to designing services too? Will service design be the next big thing?
Product Manager x UX Designer - UX Café 04Rafael Burity
PRODUCT MANAGER X UX DESIGNER
by Jefferson Castro e Rafael Burity
Gerentes de Produto e UX Designers são cargos parecidos e ao mesmo tempo diferentes. Muitas vezes, em algumas empresas, essas duas funções acabam sendo exercidas pela mesma pessoa, mas ainda assim, as diferenças existem.
Fora os problemas que isso causa dentro do projeto, existem as confusões que o mercado acaba propagando para fora da empresa.
Vamos tentar entender juntos essa diferença?!
----
Em times mais enxutos ou em projetos de menor nível de complexidade essas duas funções acabam sendo exercidas pela mesma pessoa.
Problemas:
- O PM pode eliminar necessidades do usuário por causa do tempo e custo.
- OU o produto pode se inchar de funcões e foge da proposição de valor.
- Ausência de conflito.
- Estresse do profissional.
UX - Foco na execução do design, estudo e pesquisa do usuário.
PM - Foco na estratégia e planejamento de atividades e coordenação de equipes.
Semelhanças:
- Coletar informações sobre o comportamento dos usuários do produto e ajudar a dirigir o desenvolvimento dos diversos elementos que o compõem
- Ambos utilizam wireframes e sitemaps (porém o que diferencia é a descrição de cada entregável)
- Analise de métricas
Problemas na falta de distinção:
- Esforços redundantes.
- falta de definição de responsabilidades.
- Competição desnecessária.
IMPORTANTE: Definir quem tem a palavra final para cada assunto.
DICA: Os entregáveis do PM são estudados pelo UX e geram a Experiência.
----
Como parte de alguns movimentos que estamos construindo, o UX Café é parte da iniciativa que tem como alvo difundir o conceito de usabilidade, para nossos produtos, na empresa.
É um espaço para trazer um tema com foco em design e usabilidade e debatermos mais sobre ou as dores de cada projeto e vivência na empresa desse conceito de usabilidade e experiência de usuário.
Dia: Primeira segunda do mês
Horário: 09 horas
CX Strategy & Design in the domain of Participatory Energy for RMIT Online course
As customers, how do we overcome disinformation and infoxication to invest in distributed energy resources (DER) or solar energy as an example?
As vendors, how do we build trust, transparency, and independence in relevant information that empower potential customers to engage in renewable energy supply, storage and sharing?
In Christian Gaillard's experience leading teams at ResearchGate there have been two key challenges in the area of Value Proposition Hypothesis: 1. How can collaborators with extremely different backgrounds best be included and aligned so that teams are efficient and successful? 2. When designing experiments, what are the assumptions worth even testing, and why? In answering these (and other) questions, we have developed a number of methods and frameworks that he will share in this talk
AYANSINA IYANU DEBORAH_PRD3200 PRODUCT DESIGN SKILLS FOR PRODUCT MANAGERS_MOD...iyanudebbi
The hypothetical pitch deck covered key aspects:
1. **Hypothetical Overview of Product Design Integration:**
- Presented a new marketing strategy incorporating hypothetical product design skills.
- Hypothetically emphasized alignment with disruptive industry leaders for a customer-centric approach.
2. **Hypothetical Enhancement of Product Success through Design Process:**
- Advocated for a hypothetical design process to drive hypothetical continuous product improvement.
- Hypothetically highlighted the iterative nature of design for sustained success.
3. **Hypothetical Application of Design Thinking to Marketing:**
- Convinced the hypothetical team of the importance of applying hypothetical design thinking to marketing.
- Hypothetically stressed the role of empathy and understanding hypothetical customer needs in crafting impactful campaigns.
4. **Hypothetical Best Practices and Examples:**
- Explored hypothetical best practices, illustrating how design thinking has hypothetically powered success in marketing.
- Showcased hypothetical real-world examples of industry disruptors achieving remarkable results through hypothetical customer-centric approaches.
Design for Professionals - Big (D)esign Conference 2014Design4Pros
Any football fan will tell you: the plays they run in high school would never cut it in the NFL. At the highest levels of the sport, playbooks are tailored to the skills of athletes who run faster, hit harder, kick longer, and throw with precision.
Designing software for expert users is no different. If you call your plays from the same UX playbook that you use for consumer apps, you will get creamed on the field.
Veteran interaction designers Alan Baumgarten and Ben Judy will share examples and show you the plays that can help you score and maybe even win when you face the humbling challenge of designing for highly trained professionals who use software.
Along the way you will discover the essential plays that must be in your Pro UX playbook if you hope to compete at this level. You will also learn a few boneheaded moves--used by most UX professionals--that will knock you to the turf faster than an All-Pro linebacker.
DataDreamin presents: A Cup of Data vol 4 - Spilling the Tea on UX Design Principles - November 12th, 2021 by Elena Migunova.
You know how to build recipes and dashboards, got your Tableau CRM skills. But how do you create EFFECTIVE dashboards? This session will teach you how you can become a design hero and give you the right tools to apply UX design principles to your Tableau CRM dashboards.
This is a talk I gave at the first Meetup for Digital Product Design.
Here is the talk description:
Research can improve team synergies which create opportunities for better products and a team that is happier with their results. In the first Digital Product Design Meetup Jonathan will share insights for how research can be used to create both a user-centric culture and a catalyst for team bonding. Whether you are looking to introduce an internal research practice for the first time or looking to improve on an existing one learn how these methods can work for you. The second half of the event will be a group exercise to uncover bottlenecks in your own organization implementing user research and how this can be solved.
Solvy - a new payment experience, IxDA Milan& Turin June 2018Sketchin
Our talk at the IxDA Milan& Turin Chapter: Solvy - an end to end project of an instalment card for the European market in which we designed the value proposition, naming, branding, customer interactions, app flow and screen flow.
Would you like service design with that? Presented by Suze Ingram at Web Dire...suzeingram
Service design focuses on understanding what customers want, then designing services which meet their needs. Sound familiar? Web designers have focused on user-centred design for years to create websites and applications that are user friendly.
Service design is well established in Europe and North America and there’s already a handful of Australian businesses offering service design. What is it? Does experience in designing for screen interaction translate to designing services too? Will service design be the next big thing?
Product Manager x UX Designer - UX Café 04Rafael Burity
PRODUCT MANAGER X UX DESIGNER
by Jefferson Castro e Rafael Burity
Gerentes de Produto e UX Designers são cargos parecidos e ao mesmo tempo diferentes. Muitas vezes, em algumas empresas, essas duas funções acabam sendo exercidas pela mesma pessoa, mas ainda assim, as diferenças existem.
Fora os problemas que isso causa dentro do projeto, existem as confusões que o mercado acaba propagando para fora da empresa.
Vamos tentar entender juntos essa diferença?!
----
Em times mais enxutos ou em projetos de menor nível de complexidade essas duas funções acabam sendo exercidas pela mesma pessoa.
Problemas:
- O PM pode eliminar necessidades do usuário por causa do tempo e custo.
- OU o produto pode se inchar de funcões e foge da proposição de valor.
- Ausência de conflito.
- Estresse do profissional.
UX - Foco na execução do design, estudo e pesquisa do usuário.
PM - Foco na estratégia e planejamento de atividades e coordenação de equipes.
Semelhanças:
- Coletar informações sobre o comportamento dos usuários do produto e ajudar a dirigir o desenvolvimento dos diversos elementos que o compõem
- Ambos utilizam wireframes e sitemaps (porém o que diferencia é a descrição de cada entregável)
- Analise de métricas
Problemas na falta de distinção:
- Esforços redundantes.
- falta de definição de responsabilidades.
- Competição desnecessária.
IMPORTANTE: Definir quem tem a palavra final para cada assunto.
DICA: Os entregáveis do PM são estudados pelo UX e geram a Experiência.
----
Como parte de alguns movimentos que estamos construindo, o UX Café é parte da iniciativa que tem como alvo difundir o conceito de usabilidade, para nossos produtos, na empresa.
É um espaço para trazer um tema com foco em design e usabilidade e debatermos mais sobre ou as dores de cada projeto e vivência na empresa desse conceito de usabilidade e experiência de usuário.
Dia: Primeira segunda do mês
Horário: 09 horas
CX Strategy & Design in the domain of Participatory Energy for RMIT Online course
As customers, how do we overcome disinformation and infoxication to invest in distributed energy resources (DER) or solar energy as an example?
As vendors, how do we build trust, transparency, and independence in relevant information that empower potential customers to engage in renewable energy supply, storage and sharing?
In Christian Gaillard's experience leading teams at ResearchGate there have been two key challenges in the area of Value Proposition Hypothesis: 1. How can collaborators with extremely different backgrounds best be included and aligned so that teams are efficient and successful? 2. When designing experiments, what are the assumptions worth even testing, and why? In answering these (and other) questions, we have developed a number of methods and frameworks that he will share in this talk
AYANSINA IYANU DEBORAH_PRD3200 PRODUCT DESIGN SKILLS FOR PRODUCT MANAGERS_MOD...iyanudebbi
The hypothetical pitch deck covered key aspects:
1. **Hypothetical Overview of Product Design Integration:**
- Presented a new marketing strategy incorporating hypothetical product design skills.
- Hypothetically emphasized alignment with disruptive industry leaders for a customer-centric approach.
2. **Hypothetical Enhancement of Product Success through Design Process:**
- Advocated for a hypothetical design process to drive hypothetical continuous product improvement.
- Hypothetically highlighted the iterative nature of design for sustained success.
3. **Hypothetical Application of Design Thinking to Marketing:**
- Convinced the hypothetical team of the importance of applying hypothetical design thinking to marketing.
- Hypothetically stressed the role of empathy and understanding hypothetical customer needs in crafting impactful campaigns.
4. **Hypothetical Best Practices and Examples:**
- Explored hypothetical best practices, illustrating how design thinking has hypothetically powered success in marketing.
- Showcased hypothetical real-world examples of industry disruptors achieving remarkable results through hypothetical customer-centric approaches.
The Butterfly Principle for Product Management by GameBench CEOProduct School
Startups have changed the way technology companies perceive product management. Experimentation and application of lean principles are no longer just for startups. Large enterprises want to cultivate a startup mindset and mimic such an environment.
So what’s the startup product mindset? How does obsession with a customer problem help startups succeed? And what makes them fail?
Sri shared his experiences and real examples around customer-centric and pragmatic product management that gives enterprises an edge over their competitors. He discussed the butterfly principle in product creation and how it helps create products customer love.
Achieving Innovation through Outcome EngineeringCognizant
In today's rapidly changing technical and competitive environment, the onus is on organizations to continuously develop innovative digital products. But, first they must ensure that both their design and digital product engineering teams are aligned from the beginning -- using an approach called outcome engineering.
User Experience is all about creating experiences for the users to ensure that they stay loyal to your brand. Here are the top reasons why you should invest in user experience.
Agile methodologies are transforming not only the way we work, but also what is expected of us as researchers. At BeyondCurious, we think that’s a good thing. In our experience, agile, iterative user experience research is the best way of conducting ux/usability research.
Why? It ensures that you’re making things that matter. Agile Research delivers rapid results to internal and client teams in as little as one week, allowing for quick pivots to align prototypes to user needs. This flexible, modular approach reduces client risk because it allows teams to test and learn. The research process iteratively informs development, and concrete, ongoing results enable rapid evolution, and ensure that you are making the best product for your end user.
Another benefit of Agile Research is that client and internal design/dev partners are part of the research team: there is no black box. This integrated team co-develops areas of inquiry, prototypes, and key questions. Agile research sprints do not produce dust-attracting research tomes. Instead, reports answer key questions, propelling product development forward with clear and targeted opportunities and recommendations. These sprints also quickly uncover additional questions that could be answered with future research to help move projects forward.
Sounds good, right? But how do you do it? How do you plan it? What kind of team do you need? How do you get recruits in so little time? What kinds of tools and techniques are best suited to agile? And what kind of mindset do you need to be able to pull it off successfully?
This presentation, given at World Usability Congress, teaches researchers, strategists, and designers how to plan and manage Agile Research, including:
Methodology
Research Approach and Planning
Recruiting
Tools and Techniques
Team
Mindset
Senior UX Product Lead Design - Joeffrey Madid PortfolioJoeffrey Madid
Here are my key projects and works consolidated in my career experience as User Experience and Product Designer.
https://www.linkedin.com/in/creativezilla/
Right questions need to be asked to bring out the real
perspective of the end user.
A great design can go a long way in eliminating
complexities and thereby simplifying and enhancing the
user experience.
How to Use Data to Build Products by Tradesy Product AdvisorProduct School
In this presentation:
-Product Management is probably the most exciting function in technology organizations - it's an art and science that's well-suited for certain personalities
-The goal of a good Product Manager is NOT to launch a product - rather, it's to move a planned metric in the right direction by the right amount
-A good Product Manager can answer the question, "How did your product do yesterday?" We can't answer that without a well-defined analytics strategy and data requirements built into our products
Painting a picture is bringing the future into the present, so that we can take right action now to create our vision for RedEye.
The only way to ensure our future happens is to create it. The vision described within this document creates a vivid mental image of what our business will look like, act like and feel by 30th of June 2016.
Specifically this document focuses on the fundamental elements of our culture that will bring our vision into reality over this two-year period.
User-centric design for large enterprisesInVision App
Ideally, your design process is perfectly user-centric. In practice, it's hard to keep pace while having a large number of stakeholders involved in different stages of your projects.
This in-depth webinar with Jean-Marcel Nicolai of Centric Digital will look at the challenges to overcome when you ideate and design for large companies, and how to stay user-centric and nimble in large business environments.
One Africa Network Webinar: Design Thinking and Innovation - Staying Ahead o...SSCG Consulting
On Thursday 30 July 2020, One Africa Network (OAN) live discussion webcast on Design Thinking and Innovation: Staying Ahead of the Curve to discuss and share thoughts, experiences, perspectives and solutions on innovative ways to transform for growth, design thinking application, new innovative way to problems solving and generating innovative ideas.
Panel speakers included:
- Dr Chloe Sharp - Marketing Director at Combine AI
- Alae Ismail - Innovation and Entrepreneurship Manager at Imperial College London
- Genevieve Leveille - Principal Founder and CEO of AgriLedger, Innovative Entrepreneur and 2019 FT Top 100 BAME in Technology in UK
- Nick Jankel - Founder and CEO of Switch On: The Transformational Leadership and Life Enterprise, Co-Founder and Chairperson, FutureMakers and Visiting Lecturer at Yale University, Sciences Po, UC Berkeley, LBS, Oxford University, UCL
- Dr William Murithi FHEA. - Lecturer in Entrepreneurship at De Montfort University
- Georgie Manly - Senior Innovation Consultant at Human Innovation
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
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.
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.
7 Alternatives to Bullet Points in PowerPointAlvis Oh
So you tried all the ways to beautify your bullet points on your pitch deck but it just got way uglier. These points are supposed to be memorable and leave a lasting impression on your audience. With these tips, you'll no longer have to spend so much time thinking how you should present your pointers.
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.
Коричневый и Кремовый Деликатный Органический Копирайтер Фрилансер Марке...
User experience map group project
1. Innovation and Rethinking a Product/Service
with User Experience Maps
Julia Coyle, Max Goldman, and Edden Kashi
FA102b Social Media
and Web Design
2. Innovation and Rethinking a Product/Service
with User Experience Maps
Julia Coyle, Max Goldman, and Edden Kashi
Customer Journey and User Experience Mapping
https://www.brandquarterly.com/rethinking-customer-journey-experience-wave
In commerce, customer experience is the product of an interaction between
an organization and a customer over the duration of their relationship
Graphics by Julia Coyle
3. Innovation and Rethinking a Product/Service
with User Experience Maps
Julia Coyle, Max Goldman, and Edden Kashi
Graphics by Julia Coyle
Experience Wave
Influenced by the role of the connected generation (C Gen)
Mobile mind shift
● users’ expectation pushed by mobile to access any information
New scenario where experiences are continually shared among people through
digital content like tweets, videos, threads, reviews, posts.
● “social atoms” that let users inform one another through sharing and P2P
(peer to peer) interactions
4. Innovation and Rethinking a Product/Service
with User Experience Maps
Julia Coyle, Max Goldman, and Edden Kashi
Graphics by Julia Coyle
Create Value from Shared Experience
Shared experiences become information experiences that impact other
users’ journeys.
5. Innovation and Rethinking a Product/Service
with User Experience Maps
Julia Coyle, Max Goldman, and Edden Kashi
The Experience Quest
Maps the behavior of people constantly looking to meet their search needs
among user-generated experiences, information and online content.
https://www.brandquarterly.com/rethinking-customer-journey-experience-wave
6. Innovation and Rethinking a Product/Service
with User Experience Maps
https://www.qualtrics.com/experience-management/customer/10-ways-to-use-customer-journey-maps/
Julia Coyle, Max Goldman, and Edden Kashi
Graphics by Julia Coyle
Improve your Current Customer Experience
1. Identify pain points and prioritize fixes.
2. Identify opportunities for feedback or
measurement.
3. Plan content and marketing communications.
7. Innovation and Rethinking a Product/Service
with User Experience Maps
Julia Coyle, Max Goldman, and Edden Kashi
Envision your Future Customer Experience
● Share the vision for your corporate strategy.
● Plan the rollout of a future product or service.
With a Day-in-the-Life Journey Map, you can:
● Identify innovation opportunities.
Graphics by Max Goldman
8. Innovation and Rethinking a Product/Service
with User Experience Maps
Julia Coyle, Max Goldman, and Edden Kashi
Drive Organizational Change
● Align your organization around the customer POV (Point of View).
● Help employees and partners develop empathy for customers.
Graphics by Max Goldman
9. Innovation and Rethinking a Product/Service
with User Experience Maps
https://www.imd.org/research-knowledge/articles/innovation-happens-elsewhere-rethinking-your-business-to-grow-and-compete/
Julia Coyle, Max Goldman, and Edden Kashi
Open Innovation
Helps to stay on top of:
● Competition
● Reduce costs
● Spread risks
● Bring new products to the market more quickly
Graphics by Max Goldman
10. Innovation and Rethinking a Product/Service
with User Experience Maps
Julia Coyle, Max Goldman, and Edden Kashi
Open Innovation
Open innovation takes place:
1. By tapping into the creativity and brainpower of
many through crowdsourcing
2. By opening up a company’s internal ideas to the
external community
Graphics by Julia Coyle
11. Innovation and Rethinking a Product/Service
with User Experience Maps
Julia Coyle, Max Goldman, and Edden Kashi
Agile & Scrum
Agile - development methodology based on iterative and
incremental approach.
Scrum - implementations of agile methodology.
- Incremental builds are delivered to the customer in
every two to three weeks' time.
- Project where the requirement is rapidly changing.
Graphics by Julia Coyle
12. Innovation and Rethinking a Product/Service
with User Experience Maps
Julia Coyle, Max Goldman, and Edden Kashi
Open Innovation & Global Competition
● Owning the customer interface is critical, particularly for B2B (business to
business) companies.
● Focus on trends
● Embedding sensors into their products, bypass the middleman
● The terms of data ownership and sharing
13. Innovation and Rethinking a Product/Service
with User Experience Maps
https://ieeexplore.ieee.org/document/8792578/metrics#metrics
Julia Coyle, Max Goldman, and Edden Kashi
Customer Experience
Every aspect of a company’s offering
● packaging, the quality of customer service, reliability, ease of use,
advertising, product and service features.
Internal and subjective response customers have to any direct or indirect contact
with an organisation.
14. Innovation and Rethinking a Product/Service
with User Experience Maps
https://ieeexplore.ieee.org/document/8792578/metrics#metrics
Julia Coyle, Max Goldman, and Edden Kashi
Customer Experience
Direct interaction generally occurs in the
- course of purchase, use, and service
- initiated by the customer
Indirect contact frequently
- unplanned interactions
- products, services, or brands
- takes the form of
- word-of-mouth recommendations, criticisms, advertising, news reports
and reviews
15. Innovation and Rethinking a Product/Service
with User Experience Maps
Julia Coyle, Max Goldman, and Edden Kashi
Thank You
