A hands-on workshop catapulting your UX beyond digital to create consistent, connected and cross channel customer experiences.
In three steps you’ll unleash the business changing power of UX by:
1. Assessing the state of UX in your organisation
2. Learning how to improve the research that you do
3. Seeing new ‘agile’ ways of working and thinking, to join it up
With the business world seeing new value in user experience design, you’ll leave ready to take UX beyond digital, across channels and into the boardroom.
I've been hiring designers for 15 years, and I'm surprised to see that shoemakers children are the worst shod with regards to UX job applications... So, this session will be a refresher of do's and "don'ts for landing a new job.
A virtual guest lecture for a Digital Content Management class at the University of Hawaii at Manoa, introducing the students to UX in general, talking about my career/experience/projects, and suggesting tie-ins with library science and content.
Short presentation I made to introduce bitmama's Information Interaction Design team. It goes through what is UX design, how it is carried out and why it is useful (mainly in terms of ROI).
UX Bristol 2017 - Three steps to consistent, connected, cross channel custome...Alan Colville
A hands-on workshop catapulting your UX beyond digital to create consistent, connected and cross channel customer experiences.
In three steps you’ll unleash the business changing power of UX by:
* assessing the state of UX in your organisation
* learning how to improve the research that you do
* seeing new ‘agile' ways of working and thinking, to join it up
With the business world seeing new value in user experience design, you’ll leave ready to take UX beyond digital, across channels and into the boardroom.
I've been hiring designers for 15 years, and I'm surprised to see that shoemakers children are the worst shod with regards to UX job applications... So, this session will be a refresher of do's and "don'ts for landing a new job.
A virtual guest lecture for a Digital Content Management class at the University of Hawaii at Manoa, introducing the students to UX in general, talking about my career/experience/projects, and suggesting tie-ins with library science and content.
Short presentation I made to introduce bitmama's Information Interaction Design team. It goes through what is UX design, how it is carried out and why it is useful (mainly in terms of ROI).
UX Bristol 2017 - Three steps to consistent, connected, cross channel custome...Alan Colville
A hands-on workshop catapulting your UX beyond digital to create consistent, connected and cross channel customer experiences.
In three steps you’ll unleash the business changing power of UX by:
* assessing the state of UX in your organisation
* learning how to improve the research that you do
* seeing new ‘agile' ways of working and thinking, to join it up
With the business world seeing new value in user experience design, you’ll leave ready to take UX beyond digital, across channels and into the boardroom.
This deck covers:
What is user experience design?
How lean concepts changed our approach to UXD
How to begin a successful UX project
How to implement user research to get actionable insight
Alan introduces you to a three step approach to unleashing the business changing power of UX by:
Assessing the state of UX in your organisation, learning how to improve the research that you do and seeing new ‘agile’ ways of working and thinking, to join it up.
With the business world seeing new value in user experience design, you’ll leave ready to take UX beyond digital, across channels and into the boardroom.
Best Practice For UX Deliverables - Eventhandler, London, 05 March 2014Anna Dahlström
TAKE THIS WORKSHOP ONLINE & GET 20% OFF WITH CODE 'SLIDESHARE'
https://school.uxfika.co/p/best-practice-for-ux-deliverables/?product_id=325265&coupon_code=SLIDESHARE
---
Slides from my 'Best practice for UX deliverables' workshop that I ran for Eventhandler in London on the 05th of March 2014.
http://www.eventhandler.co.uk/events/uxnightclass-uxdeliverables3
---
Please note that for copyright reasons & client privacy the examples in this presentation are slightly different than from the workshop. The examples included are for reference only in terms of what I talked through in the 'Good examples' section.
-----
ABSTRACT
Whilst the work we do is not meant to be hanged on a wall for people to admire, nor is meant to be put in a drawer and forgotten about. Just as we make the products and services we design easy to use, the UX of UX is about communicating your thinking in a way that ensures that what you've defined is easy to understand for the reader. It's about adapting the work you do to the project in question and finding the right balance of making people want to look through your work whilst not spending unnecessary time on making it pretty.
Who is it for?
This workshop is suitable for anyone starting out in UX, or who's worked with it for a while but is looking to improve the way they present their work.
What you'll learn
In this hands on workshop we'll walk through real life examples of why the UX of UX deliverables matter. We'll cover how who the reader is effects the way we should present our work, both on paper and verbally, and how to ensure that the work you do adds value. Coming out of the workshop you'll have practical examples and hands on experience with:
// How to adapt and sell your UX deliverable to the reader (from clients, your team, in house and outsourced developers)
// Guiding principles for creating good UX deliverables (both low and high fidelity)
// Best practice for presentations, personas, user journeys, flows, sitemaps, wireframes and other documents
// Simple, low effort but big impact tools for improving the visual presentation of your UX deliverables
From insight to idea, to implementation.
Design Thinking helps us create value-driven innovation.
Lean UX secures success through testing and iterations.
These key ingredients make up a winning combination.
Lillian Ayla Ersoy, BEKK
Easy UX Process Steps Must follow by every UX Designer Think 360 Studio
User experience (UX) and user interface (UI) designers are essential for any startup business. The ordinary generalization for ux designer is that they are regular graphic or visual designers. UX designers wear numerous caps in a startup. This includes showcasing, arranging, planning, imparting and testing. Every UX designer should follow these simple process.
Keep hearing these buzz words: UX and UI? Want to get a better understanding of what User Experience is and how it effects your site? Take a look at this top-level overview from Network Affiliates, the legal marketing experts!
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 )
'Hold my beer.' Those three words have preceded some of the greatest moments in history. But who would’ve thought they’d pave the way for an epic user testing session? In this talk, Austin will discuss a drunken usability experiment and the unexpected influence that it had on the way that user research is conducted. Learn about new and unconventional methods for overcoming the struggles and pitfalls of traditional user testing, obtaining true and honest user feedback, and verifying the usability and simplicity of a design. Discover the resulting impact on bottom-line metrics like conversion rate, retention, engagement, and revenue. Walk away with a list of tools that you can use to conduct similar research and experiments on your own projects. Finally, learn about what it means to have a Culture of UX and gain actionable advice on how you can create it within your own company.
The 8 Principles of Design – How to Leverage the Power of Design and Turn Con...Josh Levine
From the Internet Retailer Conference (IR FOCUS) in Orlando. The session's focus was to educate retailers on how to apply the 8 principles of design in order to maximize engagement with their customers and increase conversion across all platforms in their digital shopping experience.
—
Description from IRCE Conference Guide:
The Building Blocks of Design: Taking the Basics to a New Level
IRWD Design Workshop - Feb. 10, 2014
Speaker: Josh Levine - Chief Experience Officer, Co-Founder - Ai
Color, typography, placement, organization — even white space — are the visuals that can help attract shoppers’ attention, keep them engaged with the site and intrigued with the brand, and turn them into buyers — or they can turn off or confuse site visitors, detracting from the shopping experience and the brand. In this session, hear from two experienced web experts about how to master your handling of these powerful elements in site design and turn them to your advantage.
Product design for Non Designers - Montreal Digital Nomad MeetupSebastian Tory-Pratt
The basic principles of product design are very simple. And you don't need to be able to code to start building your product. This deck introduces some basic principles to help you start moving from idea to tangible product.
Going from Here to There: Transitioning into a UX Careerdpanarelli
A lot of people are curious about transitioning into the field of User Experience Design (UX). In this talk, I talk about a few different ways that you can transition into a UX career, be it grad school, night classes, or the ol' school of hard knocks, backed up by case studies. This talk was given at NoVA UX Meetup in the offices of AddThis, hosted by organizer Jim Lane.
Six Essentials for Innovating in Channel Sales & MarketingAllbound, Inc.
Analysts say 2015 is the year of sales automation and machine intelligence. But with innovation now commonplace, why has so little been applied to channel sales and marketing?
If you sell through channel partners and resellers and are frustrated by the same systemic issues day in and out, THERE IS HOPE.
Scott Salkin, Founder and CEO of Allbound, and Michelle Andreas, Director of Business Development & Marketing Solutions at Avnet Technology Solutions, highlight six advancements that can help open your channel and streamline effectiveness...upstream and down.
This deck covers:
What is user experience design?
How lean concepts changed our approach to UXD
How to begin a successful UX project
How to implement user research to get actionable insight
Alan introduces you to a three step approach to unleashing the business changing power of UX by:
Assessing the state of UX in your organisation, learning how to improve the research that you do and seeing new ‘agile’ ways of working and thinking, to join it up.
With the business world seeing new value in user experience design, you’ll leave ready to take UX beyond digital, across channels and into the boardroom.
Best Practice For UX Deliverables - Eventhandler, London, 05 March 2014Anna Dahlström
TAKE THIS WORKSHOP ONLINE & GET 20% OFF WITH CODE 'SLIDESHARE'
https://school.uxfika.co/p/best-practice-for-ux-deliverables/?product_id=325265&coupon_code=SLIDESHARE
---
Slides from my 'Best practice for UX deliverables' workshop that I ran for Eventhandler in London on the 05th of March 2014.
http://www.eventhandler.co.uk/events/uxnightclass-uxdeliverables3
---
Please note that for copyright reasons & client privacy the examples in this presentation are slightly different than from the workshop. The examples included are for reference only in terms of what I talked through in the 'Good examples' section.
-----
ABSTRACT
Whilst the work we do is not meant to be hanged on a wall for people to admire, nor is meant to be put in a drawer and forgotten about. Just as we make the products and services we design easy to use, the UX of UX is about communicating your thinking in a way that ensures that what you've defined is easy to understand for the reader. It's about adapting the work you do to the project in question and finding the right balance of making people want to look through your work whilst not spending unnecessary time on making it pretty.
Who is it for?
This workshop is suitable for anyone starting out in UX, or who's worked with it for a while but is looking to improve the way they present their work.
What you'll learn
In this hands on workshop we'll walk through real life examples of why the UX of UX deliverables matter. We'll cover how who the reader is effects the way we should present our work, both on paper and verbally, and how to ensure that the work you do adds value. Coming out of the workshop you'll have practical examples and hands on experience with:
// How to adapt and sell your UX deliverable to the reader (from clients, your team, in house and outsourced developers)
// Guiding principles for creating good UX deliverables (both low and high fidelity)
// Best practice for presentations, personas, user journeys, flows, sitemaps, wireframes and other documents
// Simple, low effort but big impact tools for improving the visual presentation of your UX deliverables
From insight to idea, to implementation.
Design Thinking helps us create value-driven innovation.
Lean UX secures success through testing and iterations.
These key ingredients make up a winning combination.
Lillian Ayla Ersoy, BEKK
Easy UX Process Steps Must follow by every UX Designer Think 360 Studio
User experience (UX) and user interface (UI) designers are essential for any startup business. The ordinary generalization for ux designer is that they are regular graphic or visual designers. UX designers wear numerous caps in a startup. This includes showcasing, arranging, planning, imparting and testing. Every UX designer should follow these simple process.
Keep hearing these buzz words: UX and UI? Want to get a better understanding of what User Experience is and how it effects your site? Take a look at this top-level overview from Network Affiliates, the legal marketing experts!
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 )
'Hold my beer.' Those three words have preceded some of the greatest moments in history. But who would’ve thought they’d pave the way for an epic user testing session? In this talk, Austin will discuss a drunken usability experiment and the unexpected influence that it had on the way that user research is conducted. Learn about new and unconventional methods for overcoming the struggles and pitfalls of traditional user testing, obtaining true and honest user feedback, and verifying the usability and simplicity of a design. Discover the resulting impact on bottom-line metrics like conversion rate, retention, engagement, and revenue. Walk away with a list of tools that you can use to conduct similar research and experiments on your own projects. Finally, learn about what it means to have a Culture of UX and gain actionable advice on how you can create it within your own company.
The 8 Principles of Design – How to Leverage the Power of Design and Turn Con...Josh Levine
From the Internet Retailer Conference (IR FOCUS) in Orlando. The session's focus was to educate retailers on how to apply the 8 principles of design in order to maximize engagement with their customers and increase conversion across all platforms in their digital shopping experience.
—
Description from IRCE Conference Guide:
The Building Blocks of Design: Taking the Basics to a New Level
IRWD Design Workshop - Feb. 10, 2014
Speaker: Josh Levine - Chief Experience Officer, Co-Founder - Ai
Color, typography, placement, organization — even white space — are the visuals that can help attract shoppers’ attention, keep them engaged with the site and intrigued with the brand, and turn them into buyers — or they can turn off or confuse site visitors, detracting from the shopping experience and the brand. In this session, hear from two experienced web experts about how to master your handling of these powerful elements in site design and turn them to your advantage.
Product design for Non Designers - Montreal Digital Nomad MeetupSebastian Tory-Pratt
The basic principles of product design are very simple. And you don't need to be able to code to start building your product. This deck introduces some basic principles to help you start moving from idea to tangible product.
Going from Here to There: Transitioning into a UX Careerdpanarelli
A lot of people are curious about transitioning into the field of User Experience Design (UX). In this talk, I talk about a few different ways that you can transition into a UX career, be it grad school, night classes, or the ol' school of hard knocks, backed up by case studies. This talk was given at NoVA UX Meetup in the offices of AddThis, hosted by organizer Jim Lane.
Six Essentials for Innovating in Channel Sales & MarketingAllbound, Inc.
Analysts say 2015 is the year of sales automation and machine intelligence. But with innovation now commonplace, why has so little been applied to channel sales and marketing?
If you sell through channel partners and resellers and are frustrated by the same systemic issues day in and out, THERE IS HOPE.
Scott Salkin, Founder and CEO of Allbound, and Michelle Andreas, Director of Business Development & Marketing Solutions at Avnet Technology Solutions, highlight six advancements that can help open your channel and streamline effectiveness...upstream and down.
The fundamentals of digital engagement: TERMINALFOUR t44u 2013Terminalfour
'The fundamentals of digital engagement': Simon Nash is a strategist and consultant specializing in multi-channel digital strategy, communications and engagement. He examines the major challenges that organizations have faced in 2013 and defining the major trends that will dominate the next 12-18 months. These are illustrated by client case studies and followed up with some practical approaches and actionable guidance that can be applied to your own digital marketing activity.
Human Experience Design (Digital Summit Workshop)Sarah Weise
Presentation from a Digital Summit workshop series on Human Experience Design: Lean UX Secrets to Engage & Delight. Presented by Sarah Weise and Linna Ferguson. This is a 4 hour, hands-on workshop and slides can never replace the in-person stories and activities. We've tried to add comments throughout to give more description, but if you’d like to learn the techniques in more depth, we’d love to see you at our next workshop -- just visit www.techmediaco.com for dates and details.
The activities taught here have been adapted from Lean UX, Lean Startup, Agile, Design Thinking and more. The underlying thread behind all of methodologies today is simple: human connection. We hope that these activities will empower you to use them to build in pockets of empathy at work.
Digital Summit conferences are presented by TechMedia, the leading producer of regional digital forums in the United States, serving thousands of digital professionals every year.
The ultimate search of the perfect customer experience By Brian SolisJahia Solutions Group
Are you experienced?
The ultimate search of the perfect customer experience: What is means for brands and how to create them. Presented by Brian Solis.
Brian Solis is a principal analyst at Altimeter Group, a Prophet company. He is also an award-winning author, prominent blogger/writer, and keynote speaker.
A digital analyst, anthropologist, and futurist, Solis has studied and influenced the effects of emerging technology on business, marketing, and culture. His research and his books help executives, and also everyday people, better understand the relationship between the evolution of technology and its impact on business and society and also the role we each play in it. As a result of his work, Solis also helps leading brands, celebrities, and startups develop new digital transformation, culture 2.0, and innovation strategies and that enable businesses to adapt to new connected markets from the inside out.
The TMI team played host to a group of customer experience professionals. The purpose was to get together to discuss key trends, share best practice and identify any emerging needs
over the next 12 months.
Store Front Optimization | David Henry, Monster.com | iStrategy, LondoniStrategy
How to optimize your ecommerce store front.
Presented by David Henry, VP Digital Media and Marketing Europe of Monster.com during iStrategy London 2010.
Digital transformation starts with the patient journey final 04212021Lisa Crymes
DIGITAL TRANSFORMATION STARTS
WITH THE PATIENT JOURNEY
Technology is driving our every day and medical practices are no different. We have moved to electronic claims, electronic medical records, patient portals, etc. but how do you determine what technologies right for your practice.
Digital transformation is about starting with the patient journey, it is not about adopting broad fads in technology like cloud, artificial intelligence or block chain.
Social is more than a channel j boye conference workshop John Kottcamp
This is the presentation I gave last week at the J Boye Web Conference #jboye14 looking at how social data can be incorporated into and drive better digital customer experience.
"Stop making excuses a culture first approach to product centricity" by Jorda...Productized
Many companies understand the value / benefits of becoming a holistic, Design-driven, Product-centric organization
Jordan's PRODUCTIZED presentation outlines a playbook of culture development, helping leaders and teams to identify opportunities to LIVE these principles, to identify opportunities for their application and experience the benefits of their comprehension and use.
You’re not the expert. Your customers are, and who your customer is, is changing rapidly. Learn more about the digital consumer, how to bring new life to your customer experience, and inspire your team with workshop activities. Take a deeper look into the key drivers of your business, reinvigorate your customer experience, and gain insight from one of the newest inspiring entrepreneurs, who built his business around an out-of-the-ordinary customer experience. Why not create an experience that will leave your customers talking and sharing your brand with everyone? These musings were gathered after attending the Next Generation Customer Experience Conference in San Diego, March 2015.
Understand how to create great user experience which convert good intentions into action to mainstream sustainable innovations.
Are you a social / impact entrepreneur frustrated 😤 by the lack of real change in climate action and sustainable behaviours?
This is the webinar to understand the attitude - behaviour gap in sustainable consumption and how user experience tools, methods and best practices can contribute to scaling people and planet-friendly behaviours, products and services
SPEAKER:
Marie Geneste is the founder of The C Collective, a new purpose-driven consultancy helping people and planet friendly entrepreneurs scale their innovations through great user experiences.
More information on theccollective.com
Social Media Week 2014 @DigitasLBi: Your Website in a Social ContextDigitasLBi Nordics
DigitasLBi Denmark’s head of User Experience, Niels Handberg, presents the latest digital trends and business opportunities on how to utilize and integrate social related activities on and beyond your website.
• Your website in a social context – how to connect the dots,
• How social listening can help your service offer on your site,
• How to integrate social aspects throughout the customer decision journey,
• Integrating the voice of the crowd to help conversion on all platforms, and
• How social media can help your eCommerce performance.
Digital Transformation 'Before and After' seminar - 3rd February, LondonPrecedent
Evidenced by ‘before and after’ case studies from famous brands and major organisations, Cory Hughes (Head of Consultancy) and Jenni Williams (Director of Strategy) will explore how you can build a digital culture and achieve your organisation’s own digital transformation.
You’ll learn about:
The three stages of digital transformation
The top six global trends affecting all sectors and industries
How to craft your own digital vision in order to enhance customer experience, gain competitive advantage, improve engagement and drive down the cost to serve
Cory and Jenni will also share behind-the-scenes insights from Precedent's own transformation programmes, working with clients such as the British Heart Foundation, the University of Aberdeen and Blackrock.
Similar to UX Cambridge 2017- Three Steps Workshop (20)
Hello everyone! I am thrilled to present my latest portfolio on LinkedIn, marking the culmination of my architectural journey thus far. Over the span of five years, I've been fortunate to acquire a wealth of knowledge under the guidance of esteemed professors and industry mentors. From rigorous academic pursuits to practical engagements, each experience has contributed to my growth and refinement as an architecture student. This portfolio not only showcases my projects but also underscores my attention to detail and to innovative architecture as a profession.
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.
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.
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.
4. BEYOND DIGITAL
Digital Divide
HIGH IMPACT UX
LOW IMPACT UX
94% 94% 94%
87%
49%
39% 40% 42%
Web Mobile Desktop Employee
Tools
In store
Retail
Services Customer
Support
Print /
Packaging
Hardware
42%
16%
34%
13% 17%
6%
17%
6%
3% 3%
5. BEYOND UX TO CX
Not this Or this Or even this But this
UX &
CX UX CX UX CX UXCX
6. CUSTOMER EXPERIENCE
. . . is the sum of all experiences a
consumer has with your goods or
services, over the duration of their
relationship with you
8. ‘ONLY 25% OF CUSTOMER
EXPERIENCE PROGRAMMES
ACTUALLY IMPROVE THE
CUSTOMER EXPERIENCE’
Econsultancy 2017
9. ’50% OF COMPANIES SAY THAT
PARTIAL IMPLEMENTATION OR
LACK OF UNDERTSTANDING OF UX
IN THEIR ORGANISATION AS
REASONS FOR FAILURE’
Forrester Research 2015
10. THREE QUESTIONS
1. What’s the make-up of your organisation?
2. What’s your approach to research?
3. What type of UX work is done?
11. Organisation Generalists
individual
contributors only
Full teams with
research, UX and
visual design
CX at board level
Research Adhoc Iterative testing and
ethno research
Qual & quant drive
hypothesis driven
experiments
Work Digital only Go beyond digital to
end-to-end journey
CX informs
company strategy
Simply tick one box for each question
5
minutes5
minutes
16. Digital
centre of
excellence
Digital
business
building
Buy &
scale
Agile
trans-
formation
Process/
use-case
Digital
Transformation
Transform by building a
new ‘digital hub’ as
nucleus for future
organisation inside
existing organisation.
Build a new digital
business outside the
existing organisation,
leveraging core skills
wherever required.
Invest and buy successful
digital businesses and leverage
their talent and capabilities.
Establish organisational
wide way of working
with multidisciplinary,
product focused teams
Radically rethink
selected journeys /
processes / functions to
create light-house for
larger transformations
Digital McKinsey
17. “TRANSFORMATION IS NOTJUST
MOVING AN ORGANISATION FROM
A TO B, BECAUSE ONCE YOU HIT B,
YOU NEED TO MOVE TO C”
ING’s COO Bart Schlatmann - McKinsey Quarterly 2017
18. "IT’S ABOUT A MORE AGILE WAY
OF WORKING TO RESPOND TO NEW
DIGITAL DISTRIBUTION CHANNELS,
CHANGING CUSTOMER BEHAVIOUR
AND EXPECTATIONS.”
ING’s COO Bart Schlatmann - McKinsey Quarterly 2017
19. Digitization
will severely
effect those
that stay idle
Disruptive
digital strategy
Net effect
16.3 4.3. . . while
offering a big
upside to the
leaders of the
digital
disruption
-12.0
Full digitization
of industry
-12.0%
Revenue effect
at full state of
digitization
Mckinsey Digital Global Survey 2017
20. C o n s i s t e n t – C o n n e c t e d – C r o s s c h a n n e l
TAKE
UXUP
a
notch
21. TEST YOUR AGILITY
“Start-up”
Start-up
Chaotic
Creative
Frenetic
“Free for all”
Ad hoc
Reinventing the wheel
No boundaries
Constantly shifting focus
Unpredictable
Agile
Quick to mobilise
Nimble
Collaborative
Easy to get things done
Responsive
Free flow of information
Quick decision-making
Empowered to act
Resilient
Learning from failure
Trapped
Uncoordinated
Stuck
Empire-building
Fighting fires
Local tribes
Finger-pointing
Under attack
Rigid
Politics
Protecting ‘turf’
Bureaucracy
Risk-averse
Efficient
Slow
Bureaucratic
Standard way of working
Siloed
Decision escalation
Reliable
Centralised
Established
Total
TotalTotal
Total
Dynamiccapability
Stable backboneWeak Strong
Strong
Columbia Business School
5
minutes3
minutes
22. COMPANIES WITH BOTH SPEED
AND STABILITY HAVE A 70%
CHANCE OF BEING RANKED IN
THE TOP QUARTILE BY
ORGANIZATIONAL HEALTH
McKindsey’s – Organisational Health Index 2016
23. Backbone Structure: ‘Primary
home’ for coaching
and training
Governance:
transparency of ‘who’
and ‘how’ of decision
making, resource
allocation, and
performance insight
Process: Standard
language and shared
performance across
teams
Dynamic Team changer: Set
up, dissolve and re-
form teams
Resource allocator:
Assign people and
money to projects
teams
Process builder:
Quickly preview
standard setup and
processes, and stack
in modular way
Peer review: Offer
quick feedback to a
colleague
Team targets: Set
and reset metrics and
targets at regular
intervals
Decision convener:
Convene cross-
functional leaders to
debate decisions
Decision delegator:
Delegate decisions in
real time to those
close to the day-to-
day action
24. WHAT TRANSFORMATION ASK OF US
1. agile in the way we work
2. Comfortable with uncertainty and transformation
3. Stop thinking traditionally. Start understanding customer journey
4. Multidiscipline teams with research, UX and design
5. Dynamic in team, resource and process building
6. Help clients deliver cross channel strategy
7. Understand the customer journey
8. Mentor more and work with in-house teams
9. Have common language
10. Stop dabbling in CX and get organisationally committed
28. If you’re not doing
ethnographic research,
it’s time to change.
29. APPROACH TO RESEARCH
• Periodic rather than a big hit or ad-hoc
• Part of your process – little and often
• Digital and non-digital
• From end-to-end – beyond digital
• Journey driven
• Channel, device and platform preferences
• Qualitative with quantitative data
• Collated centrally and shared widely
• Brought to life with a story – not just wordy report
31. Digital
centre of
excellence
Digital
business
building
Buy &
scale
Agile
trans-
formation
Process/
use-case
Digital
Transformation
Transform by building a
new ‘digital hub’ as
nucleus for future
organisation inside
existing organisation.
Build a new digital
business outside the
existing organisation,
leveraging core skills
wherever required.
Invest and buy successful
digital businesses and leverage
their talent and capabilities.
Establish organisational
wide way of working
with multidisciplinary,
product focused teams
Radically rethink
selected journeys /
processes / functions to
create light-house for
larger transformations
PERSONAS
• A persona is a pen portrait of a typical user of
your product or service. Personas build
empathy for users by recording their goals,
needs, motivations and behaviours.
34. ANATOMY OF A PERSONA
1. Goal - like buying a sofa
2. Scenario – considered purchase with decision more than 30 days
Typical info types you would have on an e-commerce persona?
+ + 5
minutes5
minutes
35. C o n s i s t e n t – C o n n e c t e d – C r o s s c h a n n e l
TAKE
ITUP
a
notch
38. +
What additional info types would you add to your persona?
JOURNEY DRIVEN PERSONAS
1. Goal - like buying a sofa
2. Scenario – considered purchase with decision more than 30 days
+ 5
minutes
40. JOURNEY DRIVEN PERSONAS
1. From end-to-end: this means from when the user starts trying
to achieve a goal to when they finish
2. In every channel: digital, phone, post, face to face and physical
elements
3. But not all at once: focused on key moments
4. With channel preferences: when, where and why
5. Digital and non-digital: showing where both matter most
6. Others involved: who they are talking to, when and why
41. • Trigger: why and how
journey starts
• Moments: digital, phone,
post, face to face and
physical elements
• Crucial content: irrespective
of channel
• Preferences: device, channel,
platform
• Business need: linking UX to
business strategy
JOURNEY
Trigger Research Select Purchase Receive Use Recommend
Key moment
Pain point
Brand moment
42. STICK-FIGURE EXERCISE
Think about:
• Them and their role
• Their goal
• The type of business
• Role in decision making
(decision maker, gate
keeper, influencer,
pressure group or told)
• What they think, feel, do
• Motivations and anxieties
43. Story should cover:
• Only six boxes
• Sketch, write of both
• Start with the trigger
• Include steps, touch points,
devices
• End with desired outcome
46. “TRULY CUSTOMER-CENTRED
DESIGN STARTS WITH JOURNEYS
USERS TAKE AND THE FLOW
THEY FOLLOW TO COMPLETE
THEIR OBJECTIVES”
Smashing Magazine – Marli Mesibov & Jason Levin - 2017
48. Digital
centre of
excellence
Digital
business
building
Buy &
scale
Agile
trans-
formation
Process/
use-case
Digital
Transformation
Transform by building a
new ‘digital hub’ as
nucleus for future
organisation inside
existing organisation.
Build a new digital
business outside the
existing organisation,
leveraging core skills
wherever required.
Invest and buy successful
digital businesses and leverage
their talent and capabilities.
Establish organisational
wide way of working
with multidisciplinary,
product focused teams
Radically rethink
selected journeys /
processes / functions to
create light-house for
larger transformations
CUSTOMER JOURNEY MAP
• …visually illustrates what customers do,
• their needs, & perceptions throughout
• their interaction and relationship with
• an organisation.
51. C o n s i s t e n t – C o n n e c t e d – C r o s s c h a n n e l
TAKE
ITUP
a
notch
52. ANATOMY OF A JOURNEY MAP
1. Goal - like buying a sofa
2. Scenario – considered purchase with decision more than 30 days
Thinking about what you have learned today,
what new info types would you add?
+ + 5
minutes
54. • Pain points – as well as moments that matter
• Movement between channels – store locator, product reservation …
• Human & digital – where human interactions are desired
• Approach to content – same product info, content across channel
• From end-to-end: when the user starts trying to when they finish
• In every channel: digital, phone, face to face & physical elements
• Preferences - channel, device and platform
• Digital and non-digital: showing where both matter most
• Others involved: who they are talking to, how and why
CROSS CHANNEL CONSISTENCY
56. CX vision
Journey
Personas
Statement describing the core of the experience customers to support the brand promise
Research
ELEMENTS OF CUSTOMER EXPERIENCE
Periodic Ethnographic Competitor CSAT Analytics Other
Primary
Secondary
Tertiary
Brand promise Promise made to customers that connects your purpose, strategy, people and experience
58. GATHER YOUR THOUGHTS
1. Rationale – for decisions you made
2. Stories – that come from your decisions
3. Principles – to unite people
4. Vision – to guide the business
64. ‘A SHARED VISION IS A STAKE IN THE SAND ON
THE HORIZON. YOU CAN’T GET THERE TODAY,
BUT YOU CAN CLEARLY SEE IT IN THE DISTANCE.
YOU CAN SEE THE STEPS YOU TAKE IN EITHER
BRINGING YOU TOWARDS THE VISION OR
TAKING YOU AWAY’.
Jared Spool
65.
66. C o n s i s t e n t – C o n n e c t e d – C r o s s c h a n n e l
TAKE
UXUP
a
notch
67. UX is not just a
design tool. It’s a
business tool.
69. 1. Embrace new ways – of thinking and working
2. Go beyond digital – to design end-to-end experiences
3. Be journey driven – in research, personas, maps & strategy
4. Galvanise people – around the journey
5. Join the dots – team’s knowledge, data, research & channels
6. Tell a story – to connect your work to business strategy
7. Share widely – and openly
8. Mentor and empower – teams, clients, your organisation
9. Take your rightful place – in the boardroom
10. Measure effectiveness – show what’s been improved
WHAT’S REQUIRED OF US
70. BE A CX REVOLUTIONARY!
C o n s i s t e n t – C o n n e c t e d – C r o s s c h a n n e l
Colville
72. WORKSHOPS
THREE STEPS WORKSHOP
• Bristol, UK – 20 October 2017 – One place available
IN-HOUSE WORKSHOP
• I’ll also come and work with your team at your offices and show you
how to create impactful, successful and sustainable customer
experience improvements.