This document provides an overview of user experience (UX) for startups. It defines UX as understanding user and business needs deeply rather than just usability or interfaces. UX involves every touchpoint a company has with users. The document emphasizes designing for actual user needs and contexts through observation, ideation, and testing rather than just features. It stresses the importance of understanding users' perspectives and considering edge cases, as small details can make or break the experience. The overall message is that UX requires a deep understanding of users through various methods like customer journeys and personas.
Product Strategy for Startups (english) #UnitedNations #WorldFoodProgramme Benno Lœwenberg
Countless numbers of products are put out in the wild, that nobody asked for. Building something, that people actually need or want is enabled through a well shaped product strategy.
This talk illuminates how a propper product strategy looks like and what the crucial success factors are. How it helps translating business goals & vision into product design and business model, that take customer needs and market affordances into account.
#ProductStrategy, #ProductMarketFit, #MinimumViableProduct, #MVP, #JobsToBeDone, #JTBD, #LeanStartup, #LeanProductProcess, #ProductLifecycle, #RiskiestAssumptionTests
Up 80 % of Startups fail. One of the top reasons for it is ignoring the customers leading to a bad user experience.
This talk illuminates what a good user experience consists of, why it is customer service and product quality, and how startups can design for it.
#CustomerCentricity, #UserExperience, #UX, #CustomerExperience,#CX, #MinimumViableProduct, #MVP
Product Strategy for Startups (english) #WFPinnovationBenno Lœwenberg
Countless numbers of products are put out in the wild, that nobody asked for. Building something, that people actually need or want is enabled through a well shaped product strategy.
This talk illuminates how a propper product strategy looks like and what the crucial success factors are. How it helps translating business goals & vision into product design and business model, that take customer needs and market affordances into account.
#ProductStrategy, #ProductMarketFit, #MinimumViableProduct, #MVP, #JobsToBeDone, #JTBD, #LeanStartup, #LeanProductProcess, #ProductLifecycle, #RiskiestAssumptionTests
Product Strategy for Startups (english) #GoogleLaunchpad #StartupWiseGuysBenno Lœwenberg
Endless amounts of products are offered to the market, that nobody asked for. A well shaped product strategy is fundamental to enable building something, that people actually need or want.
This talk illuminates how a propper product strategy looks like and what the crucial success factors are. How it helps translating business goals and vision into product design and business model, that take customer needs and market affordances into account.
Human-Centered Design for Startups (english) #GoogleLaunchpad #StartupWiseGuysBenno Lœwenberg
The majority of startups and projects fails. Ignoring the users is one of the top reasons for it. Which leads to offerings that do not serve an actual need or provide a bad user experience – at best.
This talk sheds a light on human-centered design and methods to apply that mindset to solve real peoples' problems in meaningful ways.
(Added) Value Proposition (english) #WirVsVirusBenno Lœwenberg
Many products and services fail miserably, because of not solving a customer problem. What makes an offering appealing, is a perceivable (added) value for the user.
The (added) value proposition is an information about the value, a product or service offers after purchase, during it's use.
This talk illustrates, how to make sure that an offering is solving an actual customers' problem and how to make this feature perceivable to customers: by using a solid value proposition.
Bis zu 80 % aller Startups und Produkte scheitern. Einer der Hauptgründe dafür ist das Ignorieren der Kunden, was zu schlechten Nutzererlebnissen führt.
Dieser Vortrag beleuchtet woraus gute User Experience besteht, warum jene zugleich Kundenservice und Produktqualität ist und wie man dafür gestalten kann.
#CustomerCentricity, #UserExperience, #UX, #CustomerExperience, #CX, #MinimumViableProduct, #MVP, #Kundensicht, #Nutzerbrille
Up 80 % of Startups fail. One of the top reasons for it is ignoring the customers leading to a bad user experience.
This talk illuminates what a good user experience consists of, why it is customer service and product quality, and how startups can design for it.
#CustomerCentricity, #UserExperience, #UX, #CustomerExperience,#CX, #MinimumViableProduct, #MVP
Product Strategy for Startups (english) #UnitedNations #WorldFoodProgramme Benno Lœwenberg
Countless numbers of products are put out in the wild, that nobody asked for. Building something, that people actually need or want is enabled through a well shaped product strategy.
This talk illuminates how a propper product strategy looks like and what the crucial success factors are. How it helps translating business goals & vision into product design and business model, that take customer needs and market affordances into account.
#ProductStrategy, #ProductMarketFit, #MinimumViableProduct, #MVP, #JobsToBeDone, #JTBD, #LeanStartup, #LeanProductProcess, #ProductLifecycle, #RiskiestAssumptionTests
Up 80 % of Startups fail. One of the top reasons for it is ignoring the customers leading to a bad user experience.
This talk illuminates what a good user experience consists of, why it is customer service and product quality, and how startups can design for it.
#CustomerCentricity, #UserExperience, #UX, #CustomerExperience,#CX, #MinimumViableProduct, #MVP
Product Strategy for Startups (english) #WFPinnovationBenno Lœwenberg
Countless numbers of products are put out in the wild, that nobody asked for. Building something, that people actually need or want is enabled through a well shaped product strategy.
This talk illuminates how a propper product strategy looks like and what the crucial success factors are. How it helps translating business goals & vision into product design and business model, that take customer needs and market affordances into account.
#ProductStrategy, #ProductMarketFit, #MinimumViableProduct, #MVP, #JobsToBeDone, #JTBD, #LeanStartup, #LeanProductProcess, #ProductLifecycle, #RiskiestAssumptionTests
Product Strategy for Startups (english) #GoogleLaunchpad #StartupWiseGuysBenno Lœwenberg
Endless amounts of products are offered to the market, that nobody asked for. A well shaped product strategy is fundamental to enable building something, that people actually need or want.
This talk illuminates how a propper product strategy looks like and what the crucial success factors are. How it helps translating business goals and vision into product design and business model, that take customer needs and market affordances into account.
Human-Centered Design for Startups (english) #GoogleLaunchpad #StartupWiseGuysBenno Lœwenberg
The majority of startups and projects fails. Ignoring the users is one of the top reasons for it. Which leads to offerings that do not serve an actual need or provide a bad user experience – at best.
This talk sheds a light on human-centered design and methods to apply that mindset to solve real peoples' problems in meaningful ways.
(Added) Value Proposition (english) #WirVsVirusBenno Lœwenberg
Many products and services fail miserably, because of not solving a customer problem. What makes an offering appealing, is a perceivable (added) value for the user.
The (added) value proposition is an information about the value, a product or service offers after purchase, during it's use.
This talk illustrates, how to make sure that an offering is solving an actual customers' problem and how to make this feature perceivable to customers: by using a solid value proposition.
Bis zu 80 % aller Startups und Produkte scheitern. Einer der Hauptgründe dafür ist das Ignorieren der Kunden, was zu schlechten Nutzererlebnissen führt.
Dieser Vortrag beleuchtet woraus gute User Experience besteht, warum jene zugleich Kundenservice und Produktqualität ist und wie man dafür gestalten kann.
#CustomerCentricity, #UserExperience, #UX, #CustomerExperience, #CX, #MinimumViableProduct, #MVP, #Kundensicht, #Nutzerbrille
Up 80 % of Startups fail. One of the top reasons for it is ignoring the customers leading to a bad user experience.
This talk illuminates what a good user experience consists of, why it is customer service and product quality, and how startups can design for it.
#CustomerCentricity, #UserExperience, #UX, #CustomerExperience,#CX, #MinimumViableProduct, #MVP
(Added) Value Proposition (deutsch) #WirVsVirusBenno Lœwenberg
Viele Produkte und Services scheitern krachend, da sie kein Kundenproblem lösen. Was ein Produkt oder eine Dienstleistung attraktiv macht, ist ein erkennbarer (Mehr)Wert für den Anwender.
Das (Mehr)Wertangebot oder Nutzenversprechen ist die Information über jenen Nutzen, den ein Produkt oder Service nach dem Kauf während des Gebrauchs bietet.
Dieser Vortrag zeigt, wie man sicher stellt dass ein Angebot ein tatsächliches Kundenproblem löst und man diese Eigenschaft für potentielle Kunden wahrnehmbar machen kann: mittels einer soliden Value Proposition.
Product Strategy for Startups (english) #GoogleLaunchpadBenno Lœwenberg
Countless numbers of products are put out in the wild, that nobody asked for. Building something, that people actually need or want is enabled through a well shaped product strategy.
This talk illuminates how a propper product strategy looks like and what the crucial success factors are. How it helps translating business goals & vision into product design and business model, that take customer needs and market affordances into account.
#ProductStrategy, #ProductMarketFit, #MinimumViableProduct, #MVP, #JobsToBeDone, #JTBD, #LeanStartup, #LeanProductProcess, #ProductLifecycle, #RiskiestAssumptionTests
How to Make Products People Want: The Outcome-Driven Approach To InnovationJean-Francois Hector
Most digital innovations fail because teams lose sight of what customers really want to achieve.
Outcome-Driven Innovation is a powerful way of thinking that puts your customers’ needs at the centre of every conversation.
This simple method will give you the clarity you need to focus on the right opportunities and make better design decisions.
Designing products against customer jobsMartin Jordan
How do you create successful products? By asking customers what they want? By matching market trends? Or rather by understanding the jobs that users try to get done? Believing it’s the latter, Hannes Jentsch and I gave a talk at Berlin ProductTank in July 2015 discussing how to design products against customer jobs.
In the talk we shared our experience from applying Jobs-to-be-Done tools in agile environments at Nokia’s HERE business for 2 years. We described JTBD as a framework, mind as well as set of tools and methods. Furthermore, we mapped and presented key JTBD tools against the lean product development process and discussed them in detail.
JTBD Meetup #12: Framing Jobs, Insights from Alan Klement's publication on Jo...Andrej Balaz
In the 12th JTBD Meetup in Berlin we explored a few key insights from the latest publication from Alan Klement on applying the Jobs to be Done paradigm to create successful products. In his book 'When Coffee and Kale Compete' Alan defines understanding the progress customers are trying to make in their lives as the foundation of innovation research and product design.
If you want to know more, reach out to me, Andrej Balaz (@Designamyte on Twitter) and my co-speakers Tor (@lovskogen) and Hannes (@kaffeetrinken). To meet us in person, come to the next meetup. https://www.meetup.com/Berlin-Jobs-To-Be-Done-Meetup/
How to work with the JTBD framework and why UXers need to be using itCarmen Brion
Presenting the reasons to use JTBD as part of product development and presenting the main areas on the JTBD Framework.
How to define the customer isn't covered.
Get More Traction for Your Product Using Jobs-To-Be-Donepascallaliberte
The Jobs-To-Be-Done theory (by Clayton Christensen of Harvard Business School) says this: people don’t buy your product, they hire your product for a job.
Understand the job, understand why people switch to your product, and marketing your product will be much less of a guessing game.
This presentation was given on:
- April 7, 2017: hosted by Invest Ottawa
- May 25, 2017: hosted by Impact Hub Ottawa
Slides updated with narration. Links from the presentation are at:
http://pascallaliberte.me
CRO & Jobs To Be Done - Jon Hayes @ CRO ProsJon Hayes
It can be incredibly difficult to manage a website when the product you are trying to sell is something many consumers don’t understand well. Let alone trying to optimise that experience especially when it’s multi channel and there are various teams involved.
So how do you build meaningful experiments that will take your website to the next level? We hear the phrase customer centricity used all the time but how can we bring that ideal into the optimisation process to start driving the big improvements the organisation wants?
The Jobs To Be Done framework may just be the key to helping you focus on the changes that will really matter to your customers.
Jon Hayes has been in the digital space for a decade. He started by working with several agencies before shifting over to the financial services sector to build digital experiences their customers would finally enjoy.
The Customer Job To Be Done Canvas - PrototypeHelge Tennø
At an increasing rate (according to IBM C-Suite studies) companies are seeing that they need to figure out ways to put the customer at the center of their attention and decisions. But do businesses have the data or insight to put them there?
In the MIT Sloan Management Review article Finding The Right Product For Your Product Clayton M. Christensen, Scott D. Anthony, Gerald Berstell and Denise Nitterhouse discusses the idea of understanding what jobs customers are trying to solve and then figuring out the reason people are pulling the product into these jobs.
As many others I am currently prototyping a tool for this theory (Work-In-Progress) and my work so far can be seen and downloaded here.
I'm employing the same strategies towards my own business as I do with my clients, therefore the tool is still just a prototype being redesigned and redesigned again. But hopefully there are people out there interested in trying the tool out, give feedback and help on the way forward. This tool is not a parking lot for an idea - but a continuous, hopefully never-ending process.
Jobs to be Done is best described as a perspective through which new product ideas can be evaluated for usefulness and viability. Understanding your customers’ Jobs to be Done helps determine what specific needs, pain points, or problems to focus on during the innovation process.
The theory of Jobs to be Done was developed by Tony Ulwick and later by Clayton Christensen of Harvard Business School as a complement to his theory of disruptive innovation. Jobs to be Done is a lens through which companies can view their innovation initiatives. People buy products and services to get a “job” done, and the products that are successful are those which help the customer get a job done faster, more easily and less expensively. When a company understands in detail what a functional job is, it is more likely to be able to create solutions to help the customer get a job done more effectively. When the customer can get a job done more easily with a given product, the product will likely be more successful.
Use the templates to identify your customers’ most important jobs to be done and then rank order them to determine the most important jobs to address as part of your innovation efforts.
This deck was presented on 28th January 2017 at Chiang Mai Startup Events. It covers questions such as "What is JTBD framework"? and "How does JTBD help businesses understand the WHY rather than the WHAT?" It is based on Tony Ulwick's presentation.
An introduction to the Jobs to Be Done customer research/insights framework, with a focus on how product managers can put Jobs to Be Done into practice with key tools such as customer interviews, surveys, prototyping, and A/B testing.
The Jobs-To-Be-Done Theory is an economic theory from well-known Harvard Business School Professor Clayton Christensen. The theory will help you with business leadership, disruptive innovation, and growth marketing strategy. The theory was crafted around the notion that instead of looking at the product that people are buying, you need to examine why they are buying the product. You need to ask yourself, "what is the desired outcome that consumers are trying to achieve that is causing them to purchase this product?"
Delivering Value through UX (english) #UNinnovation #WFPinnovationBenno Lœwenberg
Up 80 % of Startups fail. One of the top reasons for it is ignoring the customers leading to a bad user experience.
This talk illuminates what a good user experience consists of, why it is customer service and product quality, and how startups can design for it.
#CustomerCentricity, #UserExperience, #UX, #CustomerExperience,#CX, #MinimumViableProduct, #MVP
(Added) Value Proposition (english) #learningCXBenno Lœwenberg
Many products and services fail miserably, because of not solving a customer problem. What makes an offering appealing, is a perceivable (added) value for the user.
The (added) value proposition is an information about the value, a product or service offers after purchase, during it's use.
This talk illustrates, how to make sure that an offering is solving an actual customers' problem and how to make this feature perceivable to customers: by using a solid value proposition.
(Added) Value Proposition (deutsch) #WirVsVirusBenno Lœwenberg
Viele Produkte und Services scheitern krachend, da sie kein Kundenproblem lösen. Was ein Produkt oder eine Dienstleistung attraktiv macht, ist ein erkennbarer (Mehr)Wert für den Anwender.
Das (Mehr)Wertangebot oder Nutzenversprechen ist die Information über jenen Nutzen, den ein Produkt oder Service nach dem Kauf während des Gebrauchs bietet.
Dieser Vortrag zeigt, wie man sicher stellt dass ein Angebot ein tatsächliches Kundenproblem löst und man diese Eigenschaft für potentielle Kunden wahrnehmbar machen kann: mittels einer soliden Value Proposition.
Product Strategy for Startups (english) #GoogleLaunchpadBenno Lœwenberg
Countless numbers of products are put out in the wild, that nobody asked for. Building something, that people actually need or want is enabled through a well shaped product strategy.
This talk illuminates how a propper product strategy looks like and what the crucial success factors are. How it helps translating business goals & vision into product design and business model, that take customer needs and market affordances into account.
#ProductStrategy, #ProductMarketFit, #MinimumViableProduct, #MVP, #JobsToBeDone, #JTBD, #LeanStartup, #LeanProductProcess, #ProductLifecycle, #RiskiestAssumptionTests
How to Make Products People Want: The Outcome-Driven Approach To InnovationJean-Francois Hector
Most digital innovations fail because teams lose sight of what customers really want to achieve.
Outcome-Driven Innovation is a powerful way of thinking that puts your customers’ needs at the centre of every conversation.
This simple method will give you the clarity you need to focus on the right opportunities and make better design decisions.
Designing products against customer jobsMartin Jordan
How do you create successful products? By asking customers what they want? By matching market trends? Or rather by understanding the jobs that users try to get done? Believing it’s the latter, Hannes Jentsch and I gave a talk at Berlin ProductTank in July 2015 discussing how to design products against customer jobs.
In the talk we shared our experience from applying Jobs-to-be-Done tools in agile environments at Nokia’s HERE business for 2 years. We described JTBD as a framework, mind as well as set of tools and methods. Furthermore, we mapped and presented key JTBD tools against the lean product development process and discussed them in detail.
JTBD Meetup #12: Framing Jobs, Insights from Alan Klement's publication on Jo...Andrej Balaz
In the 12th JTBD Meetup in Berlin we explored a few key insights from the latest publication from Alan Klement on applying the Jobs to be Done paradigm to create successful products. In his book 'When Coffee and Kale Compete' Alan defines understanding the progress customers are trying to make in their lives as the foundation of innovation research and product design.
If you want to know more, reach out to me, Andrej Balaz (@Designamyte on Twitter) and my co-speakers Tor (@lovskogen) and Hannes (@kaffeetrinken). To meet us in person, come to the next meetup. https://www.meetup.com/Berlin-Jobs-To-Be-Done-Meetup/
How to work with the JTBD framework and why UXers need to be using itCarmen Brion
Presenting the reasons to use JTBD as part of product development and presenting the main areas on the JTBD Framework.
How to define the customer isn't covered.
Get More Traction for Your Product Using Jobs-To-Be-Donepascallaliberte
The Jobs-To-Be-Done theory (by Clayton Christensen of Harvard Business School) says this: people don’t buy your product, they hire your product for a job.
Understand the job, understand why people switch to your product, and marketing your product will be much less of a guessing game.
This presentation was given on:
- April 7, 2017: hosted by Invest Ottawa
- May 25, 2017: hosted by Impact Hub Ottawa
Slides updated with narration. Links from the presentation are at:
http://pascallaliberte.me
CRO & Jobs To Be Done - Jon Hayes @ CRO ProsJon Hayes
It can be incredibly difficult to manage a website when the product you are trying to sell is something many consumers don’t understand well. Let alone trying to optimise that experience especially when it’s multi channel and there are various teams involved.
So how do you build meaningful experiments that will take your website to the next level? We hear the phrase customer centricity used all the time but how can we bring that ideal into the optimisation process to start driving the big improvements the organisation wants?
The Jobs To Be Done framework may just be the key to helping you focus on the changes that will really matter to your customers.
Jon Hayes has been in the digital space for a decade. He started by working with several agencies before shifting over to the financial services sector to build digital experiences their customers would finally enjoy.
The Customer Job To Be Done Canvas - PrototypeHelge Tennø
At an increasing rate (according to IBM C-Suite studies) companies are seeing that they need to figure out ways to put the customer at the center of their attention and decisions. But do businesses have the data or insight to put them there?
In the MIT Sloan Management Review article Finding The Right Product For Your Product Clayton M. Christensen, Scott D. Anthony, Gerald Berstell and Denise Nitterhouse discusses the idea of understanding what jobs customers are trying to solve and then figuring out the reason people are pulling the product into these jobs.
As many others I am currently prototyping a tool for this theory (Work-In-Progress) and my work so far can be seen and downloaded here.
I'm employing the same strategies towards my own business as I do with my clients, therefore the tool is still just a prototype being redesigned and redesigned again. But hopefully there are people out there interested in trying the tool out, give feedback and help on the way forward. This tool is not a parking lot for an idea - but a continuous, hopefully never-ending process.
Jobs to be Done is best described as a perspective through which new product ideas can be evaluated for usefulness and viability. Understanding your customers’ Jobs to be Done helps determine what specific needs, pain points, or problems to focus on during the innovation process.
The theory of Jobs to be Done was developed by Tony Ulwick and later by Clayton Christensen of Harvard Business School as a complement to his theory of disruptive innovation. Jobs to be Done is a lens through which companies can view their innovation initiatives. People buy products and services to get a “job” done, and the products that are successful are those which help the customer get a job done faster, more easily and less expensively. When a company understands in detail what a functional job is, it is more likely to be able to create solutions to help the customer get a job done more effectively. When the customer can get a job done more easily with a given product, the product will likely be more successful.
Use the templates to identify your customers’ most important jobs to be done and then rank order them to determine the most important jobs to address as part of your innovation efforts.
This deck was presented on 28th January 2017 at Chiang Mai Startup Events. It covers questions such as "What is JTBD framework"? and "How does JTBD help businesses understand the WHY rather than the WHAT?" It is based on Tony Ulwick's presentation.
An introduction to the Jobs to Be Done customer research/insights framework, with a focus on how product managers can put Jobs to Be Done into practice with key tools such as customer interviews, surveys, prototyping, and A/B testing.
The Jobs-To-Be-Done Theory is an economic theory from well-known Harvard Business School Professor Clayton Christensen. The theory will help you with business leadership, disruptive innovation, and growth marketing strategy. The theory was crafted around the notion that instead of looking at the product that people are buying, you need to examine why they are buying the product. You need to ask yourself, "what is the desired outcome that consumers are trying to achieve that is causing them to purchase this product?"
Delivering Value through UX (english) #UNinnovation #WFPinnovationBenno Lœwenberg
Up 80 % of Startups fail. One of the top reasons for it is ignoring the customers leading to a bad user experience.
This talk illuminates what a good user experience consists of, why it is customer service and product quality, and how startups can design for it.
#CustomerCentricity, #UserExperience, #UX, #CustomerExperience,#CX, #MinimumViableProduct, #MVP
(Added) Value Proposition (english) #learningCXBenno Lœwenberg
Many products and services fail miserably, because of not solving a customer problem. What makes an offering appealing, is a perceivable (added) value for the user.
The (added) value proposition is an information about the value, a product or service offers after purchase, during it's use.
This talk illustrates, how to make sure that an offering is solving an actual customers' problem and how to make this feature perceivable to customers: by using a solid value proposition.
5 day #Designsprint: Our product discovery dojo for a start-up in ViennaJens Otto Lange
Case Story about the Product Discovery Dojo - a 5 day design sprint Jens Otto Lange and Stefan Haas run for a start-up in Vienna, Austria, in January 2015, to co-design a compelling vision. Dojo attendees practiced how to apply Design Thinking and the Value Proposition Canvas to match strategy with team and product.
A project of www.podojo.com by http://www.haaslab.net and http://www.jensottolange.de
A quick presentation to introduce two concepts:
1. the idea generation workshop (using the A4 Technique and StoryCubes)
2. the value proposition canvas
Pokud značku pojímáme ve správném kontextu a ne jen jako grafickou zkratku vyjádřenou v logu, je dobrá značka pro veřejnou instituci stejně důležitá jako pro privátní firmu. Zaslouží si stejnou pozornost a péči.
Ondřej Rudolf: Dobrá značka pro veřejnou službuLibdesign
/ Prezentováno na konferenci Libdesign 2015.
Jestliže tvoříme nové nebo nově designované služby, budeme potřebovat je smysluplně prezentovat. Jako každý produkt i veřejná služba si zaslouží dobrou značku. Jak vytvořit moderní komunikaci v regulovaném prostředí, kdy zřizovatel není skutečným vlastníkem a zákazník neplatí penězi? Co potřebuje veřejná organizace vědět a umět předtím, než se pustí do brandingu? Na základě reálných zkušeností ze státní, akademické a veřejné sféry projdeme podstatu tvorby funkční značky, přípravu procesů, argumentaci se zřizovatelem, specifika výběru dodavatele a další speciality této disciplíny.
libdesign.cz/konference/speakers/ondrej-rudolf/
Marketing at the digital age : keys to success / le nouveau marketing à l'ère...Denis Pommeray
Présentation du livre La plan marketing et communication digital : préparer, déployer et piloter son plan web marketing à l'occasion du salon Maison & Objet.
Cette courte présentation apporte les 10 clefs de succès pour construire un plan marketing digital performant. Le sujet est approfondi dans l'ouvrage qui vient de sortir.
Escaping the Assumptions Trap - The lost Compass #UXCE24Benno Lœwenberg
Ever wondered why products and services often lack good customer or user experience. The teams responsible for developing these offerings struggle to take the customer or user perspective at cruicial spots during the process. Unvalidated assumptions too often are used as foundation for generating output.
This escape game is about how CX and UX experts can help those teams getting out of the different assumptions traps.
Accessibility in Design Systems (english) #WorkingProductsBenno Lœwenberg
We all are only sometimes abled. Therefore accessible solutions benefit everybody. Treating accessibility not just as an afterthought to comply with regulations, but as an essential UX factor right from the start can lead to building better products and services.
This talk is about how to lay an accessible foundation within a design system to enable accessibility. It also covers what to start with, which aspects to take care of and the toolbox needed, using tangible examples (and cool graphics) to generate an instant understanding.
Accessibility in Designsystemen (deutsch) #WorkingProductsBenno Lœwenberg
Wir sind alle nur zeitweilig ohne Einschränkungen. Deswegen sind barrierefreie Lösungen für jeden nützlich. Barrierefreiheit nicht bloß als eine nachrangige, von Vorschriften getriebene Pflichtübung zu verstehen, sondern von Anfang an als wesentlichen Faktor für gute Nutzererlebnisse zu begreifen, führt zu besseren Produkten und Dienstleistungen.
Dieser Vortrag beleuchtet, wie man die Grundlagen für Accessibility in einem Designsystem legt: womit man beginnt, welche Aspekte beachtet werden müssen und welche Werkzeuge einem dabei helfen. Mittels greifbarer Beispiele (und cooler Grafiken) wird das Thema einfach und direkt verständlich dargestellt.
Customer Experience made tangible (english) #leaninrgCXBenno Lœwenberg
One of the main reasons why products, services and startups fail is ignoring the own customers.
Service increasingly becomes integral part and in some cases even main element of offerings. Deep understanding of customers enables to identify and optimize the crucial details to turn into significant improvements for business and customer.
This entertaining and insightful talk illustrates that by using real-life examples. It serves as introduction into a core apsect of customer-centricity: appreciation for good customer experiences.
Innovativ trotz Zoom-Fatigue: „Work from Home“ bleibt auf unbestimmte Zeit der Modus Operandi; dennoch können Design Sprints erfolgreich eingesetzt werden, um Kundenprobleme verstehen, Ideen für passende Lösungen entwickeln und herausfinden zu können, wie gut jene Ideen tatsächlich sind – wenn man sich darauf versteht, dies digital durchzuführen.
Dieser Vortrag beleuchtet kompakt die Charakteristika und Einsatzmöglichkeiten der Design Sprint-Methode von Google und vor allem, wie man diese auch erfolgreich „Remote“ durchführt. Da dies grundsätzlich verschieden zu Präsenzveranstaltungen ist, werden physische Design Sprints mit digitalen verglichen und zudem eine Fülle von Praxis-Tipps auch für Remote Workshops im Allgemeinen vermittelt.
Accessibility in Designsystemen (deutsch) #DSXFRABenno Lœwenberg
Wir sind alle nur zeitweilig ohne Einschränkungen. Deswegen sind barrierefreie Lösungen für jeden nützlich. Barrierefreiheit nicht bloß als eine nachrangige, von Vorschriften getriebene Pflichtübung zu verstehen, sondern von Anfang an als wesentlichen Faktor für gute Nutzererlebnisse zu begreifen, führt zu besseren Produkten und Dienstleistungen.
Dieser Vortrag beleuchtet, wie man die Grundlagen für Accessibility in einem Designsystem legt: womit man beginnt, welche Aspekte beachtet werden müssen und welche Werkzeuge einem dabei helfen. Mittels greifbarer Beispiele (und cooler Grafiken) wird das Thema einfach und direkt verständlich dargestellt.
We all are only sometimes abled. Therefore accessible solutions benefit everybody. Treating accessibility not just as an afterthought to comply with regulations, but as an essential UX factor right from the start can lead to building better products and services.
This talk is about how to lay an accessible foundation within a design system to enable accessibility. It also covers what to start with, which aspects to take care of and the toolbox needed, using tangible examples (and cool graphics) to generate an instant understanding.
Trotz Lockdown, welcher „Work from Home“ bedingt, können Design Sprints erfolgreich eingesetzt werden, um Kundenprobleme verstehen, Ideen für passende Lösungen entwickeln und herausfinden zu können, wie gut jene Ideen tatsächlich sind – wenn man sich darauf versteht, dies digital durchzuführen.
Dieser Vortrag beleuchtet kompakt die Charakteristika und Einsatzmöglichkeiten der Design Sprint-Methode von Google und vor allem, wie man diese auch erfolgreich „Remote“ durchführt. Da dies grundsätzlich verschieden zu Präsenzveranstaltungen ist, werden physische Design Sprints mit digitalen verglichen und zudem eine Fülle von Praxis-Tipps auch für Remote Workshops im Allgemeinen vermittelt.
Flattening the Learning Curve – a Clever Diagram Can Tell More Than 1000 Buzz...Benno Lœwenberg
How to be taken seriously as subject matter expert while presenting, even remote(ly)?
So, you want to do a presentation and have too much or tell or must give a talk and nothing to say? You cannot risk to exceed your audiences’ (buzzword) capacity and need to make them relate to your content quickly, even with low attention span or bandwidth ?
No problem: don’t bother about the amount and quality of your content. The right diagrams come to the rescue and help to convey the message or to cover the void.
Spice up your content with highly tweetable slides, your audience expects to see, using the must-have familiar yet impressive “info” graphics that signal know-how in UX, IA, etc.
This talk illustrates hands-on examples helping you to decide when to use what graphic, that you cannot miss to use in order to leverage being perceived as an expert telling something of relevance about a certain hot topic visually … and the video of this talk shows cool animations too.
Trotz Lockdown, welcher „Work from Home“ bedingt, können Design Sprints erfolgreich eingesetzt werden, um Kundenprobleme verstehen, Ideen für passende Lösungen entwickeln und herausfinden zu können, wie gut jene Ideen tatsächlich sind – wenn man sich darauf versteht, dies digital durchzuführen.
Dieser Vortrag beleuchtet kompakt die Charakteristika und Einsatzmöglichkeiten der Design Sprint-Methode von Google und vor allem, wie man diese auch erfolgreich „Remote“ durchführt. Da dies grundsätzlich verschieden zu Präsenzveranstaltungen ist, werden physische Design Sprints mit digitalen verglichen und zudem eine Fülle von Praxis-Tipps auch für Remote Workshops im Allgemeinen vermittelt.
Animation in Designsystemen (deutsch) #MuC2020Benno Lœwenberg
Animation ist ein Schlüsselelement guter User Experience und Markenerscheinung, da diese – wenn gekonnt verwendet – Produkte (UUX) und die Markenpersönlichkeit unterstützt.
Aufgrund ihres flüchtigen Wesens erhält Animation zu oft nur wenige oder gar keine Beachtung in Design(systemen), trotz ihrer mindestens hilfreichen, zumeist aber fundamentalen Rolle.
Dieser sehr greifbare Vortrag zeigt Art und Anwendung guter Animation für Benutzeroberflächen sowie deren erfolgreiche Implementierung in Designsysteme.
(animierte Version der Folien hier: https://www.youtube.com/watch?v=t7k2alfyOEM )
Despite lockdown, demanding to work from home, Design Sprints can be used successfully to answer critical business questions by sparking innovation, encourage user-centered thinking, aligning teams under a shared vision, and gaining insights about the marketability of products before their launch – if you know how to do them remote.
This talk will provide an intensive and compact introduction into the method mix from Google Ventures, how this structured process works, about its strengths, and most importantly, how it can be conducted successfully as “remote”. Since this is significantly different to “in-person”, this will cover a comparison of the physical and digital version of Design Sprints – and it provides a lot of practical insights for remote workshops in general too.
Trotz Lockdown, welcher „Work from Home“ bedingt, können Design Sprints erfolgreich eingesetzt werden, um Kundenprobleme verstehen, Ideen für passende Lösungen entwickeln und herausfinden zu können, wie gut jene Ideen tatsächlich sind – wenn man sich darauf versteht, dies digital durchzuführen.
Dieser Vortrag beleuchtet kompakt die Charakteristika und Einsatzmöglichkeiten der Design Sprint-Methode von Google und vor allem, wie man diese auch erfolgreich „Remote“ durchführt. Da dies grundsätzlich verschieden zu Präsenzveranstaltungen ist, werden physische Design Sprints mit digitalen verglichen und zudem eine Fülle von Praxis-Tipps auch für Remote Workshops im Allgemeinen vermittelt.
UI design becomes increasingly important for products and services. Influencing their users' expierence. UX itself determines the value of digital offerings and is their key differentiator. But "historically grown" incoherent interfaces deteriorate value and brand of products and services.
This talk is about design systems, that help to avoid (or overcome) design dept and to enable scaling UX across platforms, products and devices. Modularity and standardisation of repeatedly used aspects helps speeding up processes and increasing business value. Design systems help making user experience tangible to teams and brand values actionable.
Kundenprobleme verstehen, Ideen für passende Lösungen entwickeln und herausfinden, wie gut jene Ideen tatsächlich sind – all das in kurzer Zeit: Dieser Vortrag beleuchtet die Charakteristika und Einsatzmöglichkeiten der Design Sprint-Methode von Google im Vergleich (und Zusammenspiel) mit Design Thinking und Lean Startup.
Motion in Design Systems - Sketch Edition (english) #SketchMUCBenno Lœwenberg
Motion is a key part pf UX and brand, since animation – if done right – supports the product (UUX) and expression of the brand personality.
Due to it's intagible nature, too often motion becomes an afterthought – if a thought at all – and therefore neglected in design (systems), albeit its at least supporting, but often fundamental role.
This tangible talk shows what good UI animation consists of and how to successfully implement motion into a design system.
( Video of the fully animated slides here: https://youtu.be/HpkAHSZBG4w )
Motion is a key part pf UX and brand: animation supports the product UX and expression of the brand personality.
Due to it's intagible nature, too often motion becomes an afterthought and therefore neglected in design (systems), despite it's fundamental nature.
This tangible talk shows what good UI animation consists of and how to successfully implement motion into a design system.
Kundenprobleme verstehen, Ideen für passende Lösungen entwickeln und herausfinden, wie gut jene Ideen tatsächlich sind – all das in kurzer Zeit: Dieser Vortrag beleuchtet die Charakteristika und Einsatzmöglichkeiten der Design Sprint-Methode von Google im Vergleich (und Zusammenspiel) mit Design Thinking und Lean Startup.
Delivering Value using Human-Centered Design (english) #UNFPAinnovates #WFPin...Benno Lœwenberg
Up 80 % of startups & projects fail. One of the top reasons for it is ignoring the users, leading to offerings that miss to meet an actual need or providing a bad user experience – at best.
This talk sheds a light on human-centered design and methods to apply that mindset to solve real peoples' problems in meaningful ways.
#HumanCenteredDesign, #HCD, #UserCenteredDesign, #UCD, #DesignThinking, #DesignSprint, #JobsToBeDone, #JTBD, #UserExperience, #UX, #MinimumViableProduct, #MVP
Design Sprint für Design Thinker (deutsch) #DTFRM Benno Lœwenberg
Kundenprobleme verstehen, Ideen für passende Lösungen entwickeln und herausfinden, wie gut jene Ideen tatsächlich sind – all das in kurzer Zeit: Dieser Vortrag beleuchtet die Charakteristika und Einsatzmöglichkeiten der Design Sprint-Methode von Google im Vergleich (und Zusammenspiel) mit Design Thinking und Lean Startup.
#DesignSprint, #DesignThinking, #LeanStartup #DTFRM
how to sell pi coins effectively (from 50 - 100k pi)DOT TECH
Anywhere in the world, including Africa, America, and Europe, you can sell Pi Network Coins online and receive cash through online payment options.
Pi has not yet been launched on any exchange because we are currently using the confined Mainnet. The planned launch date for Pi is June 28, 2026.
Reselling to investors who want to hold until the mainnet launch in 2026 is currently the sole way to sell.
Consequently, right now. All you need to do is select the right pi network provider.
Who is a pi merchant?
An individual who buys coins from miners on the pi network and resells them to investors hoping to hang onto them until the mainnet is launched is known as a pi merchant.
debuts.
I'll provide you the Telegram username
@Pi_vendor_247
BYD SWOT Analysis and In-Depth Insights 2024.pptxmikemetalprod
Indepth analysis of the BYD 2024
BYD (Build Your Dreams) is a Chinese automaker and battery manufacturer that has snowballed over the past two decades to become a significant player in electric vehicles and global clean energy technology.
This SWOT analysis examines BYD's strengths, weaknesses, opportunities, and threats as it competes in the fast-changing automotive and energy storage industries.
Founded in 1995 and headquartered in Shenzhen, BYD started as a battery company before expanding into automobiles in the early 2000s.
Initially manufacturing gasoline-powered vehicles, BYD focused on plug-in hybrid and fully electric vehicles, leveraging its expertise in battery technology.
Today, BYD is the world’s largest electric vehicle manufacturer, delivering over 1.2 million electric cars globally. The company also produces electric buses, trucks, forklifts, and rail transit.
On the energy side, BYD is a major supplier of rechargeable batteries for cell phones, laptops, electric vehicles, and energy storage systems.
Abhay Bhutada Leads Poonawalla Fincorp To Record Low NPA And Unprecedented Gr...Vighnesh Shashtri
Under the leadership of Abhay Bhutada, Poonawalla Fincorp has achieved record-low Non-Performing Assets (NPA) and witnessed unprecedented growth. Bhutada's strategic vision and effective management have significantly enhanced the company's financial health, showcasing a robust performance in the financial sector. This achievement underscores the company's resilience and ability to thrive in a competitive market, setting a new benchmark for operational excellence in the industry.
when will pi network coin be available on crypto exchange.DOT TECH
There is no set date for when Pi coins will enter the market.
However, the developers are working hard to get them released as soon as possible.
Once they are available, users will be able to exchange other cryptocurrencies for Pi coins on designated exchanges.
But for now the only way to sell your pi coins is through verified pi vendor.
Here is the telegram contact of my personal pi vendor
@Pi_vendor_247
how can I sell pi coins after successfully completing KYCDOT TECH
Pi coins is not launched yet in any exchange 💱 this means it's not swappable, the current pi displaying on coin market cap is the iou version of pi. And you can learn all about that on my previous post.
RIGHT NOW THE ONLY WAY you can sell pi coins is through verified pi merchants. A pi merchant is someone who buys pi coins and resell them to exchanges and crypto whales. Looking forward to hold massive quantities of pi coins before the mainnet launch.
This is because pi network is not doing any pre-sale or ico offerings, the only way to get my coins is from buying from miners. So a merchant facilitates the transactions between the miners and these exchanges holding pi.
I and my friends has sold more than 6000 pi coins successfully with this method. I will be happy to share the contact of my personal pi merchant. The one i trade with, if you have your own merchant you can trade with them. For those who are new.
Message: @Pi_vendor_247 on telegram.
I wouldn't advise you selling all percentage of the pi coins. Leave at least a before so its a win win during open mainnet. Have a nice day pioneers ♥️
#kyc #mainnet #picoins #pi #sellpi #piwallet
#pinetwork
Yes of course, you can easily start mining pi network coin today and sell to legit pi vendors in the United States.
Here the telegram contact of my personal vendor.
@Pi_vendor_247
#pi network #pi coins #legit #passive income
#US
how can i use my minded pi coins I need some funds.DOT TECH
If you are interested in selling your pi coins, i have a verified pi merchant, who buys pi coins and resell them to exchanges looking forward to hold till mainnet launch.
Because the core team has announced that pi network will not be doing any pre-sale. The only way exchanges like huobi, bitmart and hotbit can get pi is by buying from miners.
Now a merchant stands in between these exchanges and the miners. As a link to make transactions smooth. Because right now in the enclosed mainnet you can't sell pi coins your self. You need the help of a merchant,
i will leave the telegram contact of my personal pi merchant below. 👇 I and my friends has traded more than 3000pi coins with him successfully.
@Pi_vendor_247
how to swap pi coins to foreign currency withdrawable.DOT TECH
As of my last update, Pi is still in the testing phase and is not tradable on any exchanges.
However, Pi Network has announced plans to launch its Testnet and Mainnet in the future, which may include listing Pi on exchanges.
The current method for selling pi coins involves exchanging them with a pi vendor who purchases pi coins for investment reasons.
If you want to sell your pi coins, reach out to a pi vendor and sell them to anyone looking to sell pi coins from any country around the globe.
Below is the contact information for my personal pi vendor.
Telegram: @Pi_vendor_247
The secret way to sell pi coins effortlessly.DOT TECH
Well as we all know pi isn't launched yet. But you can still sell your pi coins effortlessly because some whales in China are interested in holding massive pi coins. And they are willing to pay good money for it. If you are interested in selling I will leave a contact for you. Just telegram this number below. I sold about 3000 pi coins to him and he paid me immediately.
Telegram: @Pi_vendor_247
Lecture slide titled Fraud Risk Mitigation, Webinar Lecture Delivered at the Society for West African Internal Audit Practitioners (SWAIAP) on Wednesday, November 8, 2023.
What website can I sell pi coins securely.DOT TECH
Currently there are no website or exchange that allow buying or selling of pi coins..
But you can still easily sell pi coins, by reselling it to exchanges/crypto whales interested in holding thousands of pi coins before the mainnet launch.
Who is a pi merchant?
A pi merchant is someone who buys pi coins from miners and resell to these crypto whales and holders of pi..
This is because pi network is not doing any pre-sale. The only way exchanges can get pi is by buying from miners and pi merchants stands in between the miners and the exchanges.
How can I sell my pi coins?
Selling pi coins is really easy, but first you need to migrate to mainnet wallet before you can do that. I will leave the telegram contact of my personal pi merchant to trade with.
Tele-gram.
@Pi_vendor_247
9. @BennoLoewenberg
DEFINITION
“[Designing for] User Experience is not a lightweight
blending of prototyping and UI design. It is about
a deep understanding of user and business needs.”
Source: Andy Budd
13. USER PERSPECTIVE
Source: Seth Godin
1. What is this ?
2. Do I trust you ?
3. What are you offering me ?
and if it passed the ›moment of truth‹ positively:
4. How do I get it ?
30. @BennoLoewenberg
Gain Creators
Describe how your products and services create customer
gains.
How do they create benefits your customer expects, desires
or would be surprised by, including functional utility, social
gains, positive emotions, and cost savings?
Do they…
Create savings that make your customer happy?
(e.g. in terms of time, money and effort, …)
Produce outcomes your customer expects or
that go beyond their expectations?
(e.g. better quality level, more of something, less of
something, …)
Pain Relievers
Copy or outperform current solutions that delight
your customer?
(e.g. regarding specific features, performance, quality, …)
Make your customer’s job or life easier?
(e.g. flatter learning curve, usability, accessibility, more
services, lower cost of ownership, …)
Create positive social consequences that your
customer desires?
(e.g. makes them look good, produces an increase in power,
status, …)
Do something customers are looking for?
(e.g. good design, guarantees, specific or more features, …)
Fulfill something customers are dreaming about?
(e.g. help big achievements, produce big reliefs, …)
Produce positive outcomes matching your
customers success and failure criteria?
(e.g. better performance, lower cost, …)
Help make adoption easier?
(e.g. lower cost, less investments, lower risk, better quality,
performance, design, …)
Rank each gain your products and services create according to
its relevance to your customer. Is it substantial or insignificant?
For each gain indicate how often it occurs.
Describe how your products and services alleviate customer
pains. How do they eliminate or reduce negative emotions,
undesired costs and situations, and risks your customer
experiences or could experience before, during, and after
getting the job done?
Do they…
Produce savings?
(e.g. in terms of time, money, or efforts, …)
Make your customers feel better?
(e.g. kills frustrations, annoyances, things that give them
a headache, …)
Fix underperforming solutions?
(e.g. new features, better performance, better quality, …)
Put an end to difficulties and challenges your
customers encounter?
(e.g. make things easier, helping them get done, eliminate
resistance, …)
Wipe out negative social consequences your
customers encounter or fear?
(e.g. loss of face, power, trust, or status, …)
Eliminate risks your customers fear?
(e.g. financial, social, technical risks, or what could go
awfully wrong, …)
Help your customers better sleep at night?
(e.g. by helping with big issues, diminishing concerns, or
eliminating worries, …)
Limit or eradicate common mistakes customers
make?
(e.g. usage mistakes, …)
Get rid of barriers that are keeping your customer
from adopting solutions?
(e.g. lower or no upfront investment costs, flatter learning
curve, less resistance to change, …)
Rank each pain your products and services kill according
to their intensity for your customer. Is it very intense or
very light?
For each pain indicate how often it occurs. Risks your
customer experiences or could experience before, during,
and after getting the job done?
Products & Services
List all the products and services your value proposition is
built around.
Which products and services do you offer that help your
customer get either a functional, social, or emotional job
done, or help him/her satisfy basic needs?
Which ancillary products and services help your customer
perform the roles of:
Buyer
(e.g. products and services that help customers compare
offers, decide, buy, take delivery of a product or service, …)
Co-creator
(e.g. products and services that help customers co-design
solutions, otherwise contribute value to the solution, …)
Transferrer
(e.g. products and services that help customers dispose of
a product, transfer it to others, or resell, …)
Products and services may either by tangible (e.g. manufac-
tured goods, face-to-face customer service), digital/virtual
(e.g. downloads, online recommendations), intangible (e.g.
copyrights, quality assurance), or financial (e.g. investment
funds, financing services).
Rank all products and services according to their
importance to your customer.
Are they crucial or trivial to your customer?
Gains
Describe the benefits your customer expects, desires or would
be surprised by. This includes functional utility, social gains,
positive emotions, and cost savings.
Which savings would make your customer happy?
(e.g. in terms of time, money and effort, …)
What outcomes does your customer expect and what
would go beyond his/her expectations?
(e.g. quality level, more of something, less of something, …)
How do current solutions delight your customer?
(e.g. specific features, performance, quality, …)
Pains
Customer Job(s)
Describe negative emotions, undesired costs and situations,
and risks that your customer experiences or could experience
before, during, and after getting the job done.
What does your customer find too costly?
(e.g. takes a lot of time, costs too much money, requires
substantial efforts, …)
What makes your customer feel bad?
(e.g. frustrations, annoyances, things that give them a
headache, …)
How are current solutions underperforming
for your customer?
(e.g. lack of features, performance, malfunctioning, …)
What are the main difficulties and challenges
your customer encounters?
(e.g. understanding how things work, difficulties getting
things done, resistance, …)
What negative social consequences does your
customer encounter or fear?
(e.g. loss of face, power, trust, or status, …)
What risks does your customer fear?
(e.g. financial, social, technical risks, or what could go awfully
wrong, …)
What’s keeping your customer awake at night?
(e.g. big issues, concerns, worries, …)
What common mistakes does your customer make?
(e.g. usage mistakes, …)
What barriers are keeping your customer from
adopting solutions?
(e.g. upfront investment costs, learning curve, resistance
to change, …)
Rank each pain according to the intensity it represents for
your customer.
Is it very intense or is it very light.?
For each pain indicate how often it occurs.
Describe what a specific customer segment is trying to get
done. It could be the tasks they are trying to perform and
complete, the problems they are trying to solve, or the needs
they are trying to satisfy.
What functional jobs are you helping your customer
get done? (e.g. perform or complete a specific task, solve a
specific problem, …)
What social jobs are you helping your customer get
done? (e.g. trying to look good, gain power or status, …)
What emotional jobs are you helping your customer
get done? (e.g. esthetics, feel good, security, …)
What basic needs are you helping your customer
satisfy? (e.g. communication, sex, …)
Besides trying to get a core job done, your customer performs
ancillary jobs in different roles. Describe the jobs your
customer is trying to get done as:
Buyer (e.g. trying to look good, gain power or status, …)
Co-creator (e.g. esthetics, feel good, security, …)
Transferrer (e.g. products and services that help customers
dispose of a product, transfer it to others, or resell, …)
Rank each job according to its significance to your
customer. Is it crucial or is it trivial? For each job
indicate how often it occurs.
Outline in which specific context a job
is done, because that may impose
constraints or limitations.
(e.g. while driving,
outside, …)
What would make your customer’s job or life easier?
(e.g. flatter learning curve, more services, lower cost of
ownership, …)
What positive social consequences does your
customer desire?
(e.g. makes them look good, increase in power, status, …)
What are customers looking for?
(e.g. good design, guarantees, specific or more features, …)
What do customers dream about?
(e.g. big achievements, big reliefs, …)
How does your customer measure success and
failure?
(e.g. performance, cost, …)
What would increase the likelihood of adopting a
solution?
(e.g. lower cost, less investments, lower risk, better quality,
performance, design, …)
Rank each gain according to its relevance to your customer.
Is it substantial or is it insignificant? For each gain indicate
how often it occurs.
strategyzer.com
The Value Proposition Canvas
Value Proposition Customer Segment
The makers of Business Model Generation and Strategyzer
Copyright Business Model Foundry AG
Produced by: www.stattys.com
Source: Stategyzer – Value Proposition Canvas
31. @BennoLoewenberg
Customer Exploration Map
Who is our customer / user / stakeholder ? What are his likes and dislikes ?
Jobs to be done & challenges
Functional / social / emotional / supporting needs in a specific situation
e.g. I need fast transport / good reputation / security / help to…
Existing solutions THIS WOULD BE GAME CHANGING!
What we don’t know
Be specific: for a person - age, origin, job, interests
for a company - size, industry, purpose
Quotes, that could be typical for this person
by Business Model Toolbox - www.bmtoolbox.net Licensed under a Creative Commons Attribution-ShareAlike 4.0 International License
Assumptions, black spots
Why / when is something a challenge / a good experience….?
Any kind of solution that could help to fulfill the needs Empathize with your customer / user / stakeholder
What would be the perfect solution, situation or experience?
Related to the general character of the person / stakeholder
Source: Business Model Toolbox – Customer Exploration Map
32. @BennoLoewenberg
Die Kundenreise
Persona, Musterpersönlichkeit Dienstleistungsbezeichnung
ManipulierbareInformationenGlaubwürdigeInformationen
Dienstleistungsanbieter Designer / Datum
Pre-Service Period
Vor der Dienstleistung
Service Period
Während der Dienstleistung
Post-Service Period
Nach der Dienstleistung
WERBUNG / ÖFFENTLICHKEITSARBEIT
Wie lautet das/die Nutzenversprechen des Anbieters und
auf welche Art und Weise wird es kommuniziert?
SOCIAL MEDIA
Welche relevanten Informationen können Personen vor der
Erstellung der Dienstleitung(en) in Social Media Kanälen finden?
MUNDPROPAGANDA
Was sagen Bekannte, Freunde und die Familie über den Anbieter
und seine Dienstleistung(en)?
GESAMMELTE ERFAHRUNGEN
Welche Erfahrungen haben Personen bereits mit gleichen bzw.
ähnlichen Dienstleistungen oder Anbietern gemacht?
KUNDENERWARTUNGEN
Was sind die möglichen Erwartungen and die Dienstleistung
und den Anbieter?
KUNDENERLEBNISSE
Welche individuellen Erlebnisse haben die Kunden während der Erstellung der Dienstleistung bei den einzelnen
Schritten der Dienstleistungserstellung und mit dem Anbieter selbst?
KUNDENZUFRIEDENHEIT/-UNZUFRIEDENHEIT
Wie bewerten die Kunden die Dienstleistung und den Anbieter
anhand dem Vergleich von Kundenerwartung zu erlebter
Dienstleistungsrealität?
MUNDPROPAGANDA
Was sagen Kunden ihren Bekannten, Freunden und der Familie
über den Anbieter und seine Dienstleistung(en)?
SOCIAL MEDIA
Was kommunizieren Kunden über den Anbieter und seine
Dienstleistung(en) über Social Media Kanäle?
KUNDENBEZIEHUNGSMANAGEMENT
Wie betreut der Anbieter seine Kunden nach der Erstellung
der Dienstleistung(en)?
DIENSTLEISTUNGSPROZESS
Auf welche Berührungspunkte treffen die Kunden im Erstellungsprozess der Dienstleistung(en)?
Gibt es dabei spezielle Augenblicke oder Vorfälle welche als besonders gut oder besonders schlecht erlebt werden?
Concept and design: Marc Stickdorn & Jakob Schneider — inspired by the Business Model Canvas — www.thisisservicedesignthinking.com
Übersetzung: Mario Sepp — This work is licensed under the Creative Commons Attribution-ShareAlike 3.0 Unported License. To view a copy of this license, visit
http://creativecommons.org/licenses/by-sa/3.0/ or send a letter to Creativce Commons, 171 Second Street, Suite 300, San Francisco, California, 94105, USA.
Source: This is Service Design Thinking – Customer Journey Canvas
33. @BennoLoewenberg
THE USER PERSPECTIVE COUNTS
“Talk to your users –
build and test for actual users and for real context of use”
( friends and family are not your users )
Source: Benno Loewenberg
36. @BennoLoewenberg
DON’T LOVE THE SOLUTION
“Success is not delivering a feature;
success is learning how to solve the customers problem”
Source: Mark Cook
38. @BennoLoewenberg
DETAILS MAKE OR BREAK IT
“The details are not the details. They make the design.”
“Good design makes a product understandable
and is thorough down to the last detail”
Source: Charles Eames & Dieter Rams
40. @BennoLoewenberg
EDGE CASES ARE THE NORM
“Real users often struggle with ‘simple’ details;
your solution must cover those scenarios
or it will fail for them most of the time”
Source: Benno Loewenberg
41. @BennoLoewenberg
»THEY DON’T WANT A ¼” DRILL,
THEY WANT A ¼” HOLE«
Source: Benno Loewenberg aft. Theodore Levitt & Leo McGinneva
at the end they want
a picture hanging at the wall
42. @BennoLoewenberg
UX IS A CRUICIAL SUCCESS FACTOR
+ User Experience is Customer Service
+ User Experience is Product Quality
+ User Experience influences Trust
Source: Benno Loewenberg