Presented at Inbound TO: 31 @ Powered By Search HQ User Experience design can transform your product value and customer happiness to great limits. However, it may seem at times that your users are quite ambiguous. Julie Jancen says that the practice of designing the friendliest user experiences shouldn’t be rigorous, it should be iterative. To illustrate, she uses examples that highlight: being one step ahead of your user, how to use lean methodologies to solve complex design challenges and how to simplify the customer journey.

1. I’m Julie Jancen.
I’m the Design & Development Team Leader at
PBS and User Experience Designer.
You can find me at @onetwin
It’s a pleasure to be here with you today.
Hello!

2. User Experience & Seduction:
Why Every Touch Matters

3. the process of deliberately
enticing a person
to engage in some sort
of behavior,
frequently sensual in nature.”
“

5. Touchpoints:
How to design
for the multi
sensory mind
How to simplify
the customer
journey
How to keep
the Customer
1st

6. UX happens in the mind
How to design for the multi-sensory mind

7. How to design for the multi-sensory mind
Language
Wayfinding
Vision / Attention
Decision Making
Emotion
Memory

8. Visual
How to design for the multi-sensory mind

9. Language
How to design for the multi-sensory mind

10. Emotion
How to design for the multi-sensory mind

11. Wayfinding
How to design for the multi-sensory mind

12. Decision
Making
How to design for the multi-sensory mind

13. Memory
How to design for the multi-sensory mind

14. Vision
Memory
Wayfinding
Language
Emotion
Decision Making

15. Who are they and
what do they want?
How to keep the customer 1st

16. src:http://earthintegrate.com/wp-content/uploads/2014/06/still-of-mel-gibson-in-what-women-want-2000-large-picture.jpg

17. UX Designer tools

18. 1. Empathy Maps

19. 2. Job stories

20. 3. A/B Testing
source: https://vwo.com/blog/free-download-increases-conversions/

21. 4. Heatmaps

22. We experience approximately
20,000 moments in a waking day.
“
How to keep the customer 1st

23. How do we do it?.
How do we design intentionally for positive
experiences?
How to keep the customer 1st

25. How to keep the customer 1st
Language
Wayfinding
Vision / Attention
Decision Making
Emotion
Memory

27. INCREASING
MOTIVATION
Psychology
REMOVING
FRICTION
Usability
(Joshua Porter)

28. Place your screenshot herePlace your screenshot here
Before After
How to simplify the customer journey

29. Place your screenshot here
How to simplify the customer journey

30. Place your screenshot here
Memory
Language
Decision Making
Wayfinding
Vision
Emotion
How to simplify the customer journey

31. How to simplify the customer journey

32. How to simplify the customer journey

33. Summary
How to design
for the multi-
sensory mind
How to simplify
the customer
journey
How to keep
the Customer
1st

34. Any questions ?
You can find me at
◉ @onetwin
◉ julie@poweredbysearch.com
Thanks!

35. References
Emergent UX presentation: Slideshare
More About Job Stories
◉ Replacing the User Story with the Job Story
◉ Alan Klement
◉ Job Stories
More About Empathy Maps
◉ Adapting Empathy Maps for UX design
Tools:
◉ Visual Website Optimizer
◉ HotJar and Optimizely
More About Heat Maps
◉ Conversion XL