The document discusses building shared understanding between UX and customer experience teams. It describes how these teams traditionally operate in "silos" with different perspectives. Shared understanding can come through artifacts that integrate different viewpoints, processes that collaboratively build on existing knowledge, and leadership that influences work at the intersections of silos. The goal is moving from separate camps to a unified approach through breaking down barriers.
Digital transformation masterclass june 2016Scopernia
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The Role of Experience Design in Digital TransformationDesignit
“Design is not about beautification, nor is it about solutions or utility. In todays business landscape, design is about meaning and significance. In our quest to capitalize on technologies, design is our tool for simplifying and humanizing technology”
In his presentation, our Strategy Consultant Tzachi Toledo shared his thoughts on the changing role of design and the importance of experience design as a competitive edge in digital transformation.
The talk took place in Visa's annual event for the Polish Visa members Banks on December in Warsaw.
JESS3 Featured in Computer Arts for foursquare I VotedJESS3
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Our client, Eric Friedman of foursquare, shares the background to the project and the brief, while our Director of Information Design, Robin Richards, shares our approach and the project's outcome.
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Not-for-profit organizations often struggle for resources to focus on how engaging their web presence is for supporters. This guide aims to answer what information architecture is, why it matters, what makes good IA, what makes good IA in a nonprofit context, and how organizations can transform their web presence by focusing on IA.
Digital transformation masterclass june 2016Scopernia
How do you deal with digital transformation in your organization? These are the hand-outs of the masterclass that Jo Caudron is giving. Jo is co-author of the best-selling book on the topic http://www.digitaltransformationbook.com.
The Role of Experience Design in Digital TransformationDesignit
“Design is not about beautification, nor is it about solutions or utility. In todays business landscape, design is about meaning and significance. In our quest to capitalize on technologies, design is our tool for simplifying and humanizing technology”
In his presentation, our Strategy Consultant Tzachi Toledo shared his thoughts on the changing role of design and the importance of experience design as a competitive edge in digital transformation.
The talk took place in Visa's annual event for the Polish Visa members Banks on December in Warsaw.
JESS3 Featured in Computer Arts for foursquare I VotedJESS3
JESS3 was featured in the September 2011 issue of Computer Arts Projects for our work with foursquare for the 2010 Elections. Together, we visualized checkins to polling locations across the United States in real-time by leveraging Google and Pew's data (via Voting Information Project) and foursquare's platform + community.
Our client, Eric Friedman of foursquare, shares the background to the project and the brief, while our Director of Information Design, Robin Richards, shares our approach and the project's outcome.
Getting Your Priorities Straight: A Guide to Successful Information Architect...Misty McLaughlin
Not-for-profit organizations often struggle for resources to focus on how engaging their web presence is for supporters. This guide aims to answer what information architecture is, why it matters, what makes good IA, what makes good IA in a nonprofit context, and how organizations can transform their web presence by focusing on IA.
Board Monkeys. We’ve all worked with them. They’re the ones who make one design after another without a shred of imagination or defensible logic, bringing solutions that 7,500 other designers could have thought of. They’re frustrating as hell.
But we’ve also worked with genius. Designers who bring unique value. Who inspire us. Who make us see things differently. Who balance the needs of users, clients, partners and teammates with ease. Design leaders who are clearly the smartest people in the room, and make great work.
But what traits differentiate the former from the latter? How do you avoid being a board monkey? Or, as a manager, what should you look for to make sure you’re getting what you need?
Whether at a big agency or a tiny startup, the answer doesn’t change. This talk will look at 13 attributes to consider, with discrete examples that illustrate how each has translated to better work for us, and could for you.
Digital Art & Design for HCMS Future Business Leaders of AmericaBen Capozzi
This is a brief presentation I made to the Halifax County Middle School Future Business Leaders of America in January. Very smart kids and a real pleasure to visit with them!
Slides for a talk on "Managing Your Digital Profile" given by Brian Kelly, UKOLN at the University of Bath on 11 December 2012.
See http://www.ukoln.ac.uk/web-focus/events/meetings/ukoln-managing-digital-profile-2012/
Systems Thinking - Web à Québec - May 2022Boon Yew Chew
In modern times, both signal and noise overwhelms us—pandemic, wars, climate change, yet another platform redesign—complexity has finally caught up, and we've no choice but to deal with it.
But where do we begin with complexity when there's so much to think of? A systems view might help us unravel the mess, connect the right dots, and eventually getting along with the change.
That's what this talk is about - a peek into the world of systems thinking, and what it can teach us about embracing and navigating overwhelming things.
Presented at Web à Québec, 24 May 2022.
Reading across a diverse range of topics is a good sign of maturing craft and designers. Boon's obsession with design and the human condition has led him to discover often unconventional but powerful perspectives through books. He will share how some of these books have influenced and shaped him as a designer, and talk about how that has supported his work with complex problem spaces.
I pulled together some broad perspectives and thoughts from working on chatbots the last six months into this talk I gave at UX Live conference on October 2017.
Chatbot interaction design — IxDA London July 2017Boon Yew Chew
Now that chatbots are seeping into the mainstream, interaction designers are starting to receive briefs to design and improve chatbot conversational experiences on apps, websites, and more.
That begs the question: What is interaction design for chatbots?
These are some thoughts from my recent work writing UX guidelines and recommendations for a large high-street client. I'll address some basic thinking and approaches to designing chatbot experiences, focusing on practical rather than future-forward applications.
Visual thinking for service design — CanUX November 2016Boon Yew Chew
The success of service design involves an organisation's ability to restructure itself towards the design and delivery of services in a meaningful, impactful way. Visual thinking provide a powerful means for diverse teams to work through complexity. This workshop introduces visual thinking as an approach to solve service design problems, involving methods like rapid visualisation, visual sensemaking, touchpoint sketching, rich pictures, and service posters.
Board Monkeys. We’ve all worked with them. They’re the ones who make one design after another without a shred of imagination or defensible logic, bringing solutions that 7,500 other designers could have thought of. They’re frustrating as hell.
But we’ve also worked with genius. Designers who bring unique value. Who inspire us. Who make us see things differently. Who balance the needs of users, clients, partners and teammates with ease. Design leaders who are clearly the smartest people in the room, and make great work.
But what traits differentiate the former from the latter? How do you avoid being a board monkey? Or, as a manager, what should you look for to make sure you’re getting what you need?
Whether at a big agency or a tiny startup, the answer doesn’t change. This talk will look at 13 attributes to consider, with discrete examples that illustrate how each has translated to better work for us, and could for you.
Digital Art & Design for HCMS Future Business Leaders of AmericaBen Capozzi
This is a brief presentation I made to the Halifax County Middle School Future Business Leaders of America in January. Very smart kids and a real pleasure to visit with them!
Slides for a talk on "Managing Your Digital Profile" given by Brian Kelly, UKOLN at the University of Bath on 11 December 2012.
See http://www.ukoln.ac.uk/web-focus/events/meetings/ukoln-managing-digital-profile-2012/
Similar to UX to customer experience and back again (13)
Systems Thinking - Web à Québec - May 2022Boon Yew Chew
In modern times, both signal and noise overwhelms us—pandemic, wars, climate change, yet another platform redesign—complexity has finally caught up, and we've no choice but to deal with it.
But where do we begin with complexity when there's so much to think of? A systems view might help us unravel the mess, connect the right dots, and eventually getting along with the change.
That's what this talk is about - a peek into the world of systems thinking, and what it can teach us about embracing and navigating overwhelming things.
Presented at Web à Québec, 24 May 2022.
Reading across a diverse range of topics is a good sign of maturing craft and designers. Boon's obsession with design and the human condition has led him to discover often unconventional but powerful perspectives through books. He will share how some of these books have influenced and shaped him as a designer, and talk about how that has supported his work with complex problem spaces.
I pulled together some broad perspectives and thoughts from working on chatbots the last six months into this talk I gave at UX Live conference on October 2017.
Chatbot interaction design — IxDA London July 2017Boon Yew Chew
Now that chatbots are seeping into the mainstream, interaction designers are starting to receive briefs to design and improve chatbot conversational experiences on apps, websites, and more.
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These are some thoughts from my recent work writing UX guidelines and recommendations for a large high-street client. I'll address some basic thinking and approaches to designing chatbot experiences, focusing on practical rather than future-forward applications.
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The success of service design involves an organisation's ability to restructure itself towards the design and delivery of services in a meaningful, impactful way. Visual thinking provide a powerful means for diverse teams to work through complexity. This workshop introduces visual thinking as an approach to solve service design problems, involving methods like rapid visualisation, visual sensemaking, touchpoint sketching, rich pictures, and service posters.
Uxplosion! Inspirations from the thriving London UX events sceneBoon Yew Chew
This is a collection of thoughts from my own experience with UX events in London, with some inspiration from blog posts from Martin Belam and Matthew Solle who run events out of London IA.
My account of becoming a UX designer. Yet another perspective of the many roads into UX. Please share your experiences as well.
http://lightningux.org.uk
http://www.currybet.net/cbet_blog/2011/02/lightning-ux-boon-chew.php
http://www.flickr.com/photos/49415654@N07/5409640323/
http://www.flickr.com/photos/evalottchen/5411433922/
http://blog.tombran.co.uk/2011/02/lightningux/
http://twitter.com/#!/lightningUX
http://twitter.com/#!/search/lightningux
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This was presented at NordiCHI 2010 along with Jennifer Rode from Drexel. It was based on my diary study of nine participants regarding their use of images on the Internet.
I'm planning to give a similar talk on the subject, aimed at a more commercial audience.
Blog post here: http://boonyew.com/interaction/2010/10/28/why-we-use-images-on-the-internet/
White wonder, Work developed by Eva TschoppMansi Shah
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A tale about our culture around the use of fertilizers and pesticides visiting small farms around Ahmedabad in Matar and Shilaj.
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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.
Between Filth and Fortune- Urban Cattle Foraging Realities by Devi S Nair, An...Mansi Shah
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Transforming Brand Perception and Boosting Profitabilityaaryangarg12
In today's digital era, the dynamics of brand perception, consumer behavior, and profitability have been profoundly reshaped by the synergy of branding, social media, and website design. This research paper investigates the transformative power of these elements in influencing how individuals perceive brands and products and how this transformation can be harnessed to drive sales and profitability for businesses.
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1. UX to customer experience
and back again
A journey towards shared understanding
The Web and Beyond Boon Yew Chew
26 Sept 2012 @boonych
2. You may have read things like...
Net Promoter Score
Customer Experience Management
Voice of the Customer
... all these things are not new
2 @boonych
3. What is customer experience?
http://www.flickr.com/photos/moominmolly/385173277 3 @boonych
4. Two camps
Interaction designers Marketers
Information architects Analysts
Design researchers Product managers
Visual designers Salespeople
Creative directors Customer service
Prototype engineers Senior executives
... ...
4 @boonych
11. Shared understanding through processes
Don’t underestimate amount of
information that people have
Build on top of understanding that’s
already there
Small groups of essential, dedicated
stakeholders
11 @boonych
12. The real work happens at the
intersections
Dept
B
Dept Dept
E A
Dept
C
Dept
D
12 @boonych
14. Shared Artifacts
Integrate viewpoints, encourage
work in the right direction
Shared Processes
Collaboratively building upon existing
understanding
Shared Leadership
Influencing the work towards the
intersections of silos
14 @boonych
15. Thanks
References
http://www.slideshare.net/KimGoodw
in/kim-goodwin-on-ux-leadership-
2011-04
http://52weeksofux.com/post/240360
7066/building-a-shared-
understanding
“Outside In: the power of putting
your customers at the center of your
business” - Manning, Bodine
Boon Yew Chew
@boonych
15 @boonych
Editor's Notes
Lately, more companies are using the words “ customer experience ” . What does it really mean?
There ’ s books, articles, blogs... all talking about customer experience
Designer: what does customer experience really mean to an organisation? What does it mean for us? What really matters is the organisation ’ s perspective of what customer experience means AND the actual experience perceived by the user Everything else just has to align behind that
Two camps: People who understand the user perspective And the people who really understand the business To create great experiences, these two sides need to work together really well. But a lot of times we don ’ t, and it ’ s because we tend to work in silos. The question is, how do we break out of that?
Companies who typically talk about CX are LARGE Many silos Hard to avoid, sometimes But we need to find a way
The only way it was going to work >> shared understanding “ Departments are the enemy of silos ” - Eric Reis - not just for startups, and sometimes we can ’ t kill departments 1. artifacts - integrate multiple viewpoints together 2. processes - activities that promote or build shared understanding 3. leadership - people who “ get it ” and can influence others towards a common goal
Rigid flow diagram for a user journey? “ Why? ” “ We haven ’ t even done the IA and interaction design yet. ” Business validation - don ’ t break existing business rules. Familiar format.
Integrate experience with business flow Customer quotes from Voice of the Customer This helped us to integrate the viewpoints together
Fairly straightforward stuff. But that ’ s not enough.
Client: “ 500 business requirements, and an experience map please ” Pete Trainor: “ let ’ s have 6 weeks of workshops instead ” Protagonists (user types) - many scenarios, only left about 200+ requirements were used. Only involve people who contribute real value
You can ’ t depend to the organisation ’ s status quo and operational systems to execute the vision Individuals who can influence work at the intersection of silos Learn from each other - Share a view of the customer As designers, can we dig deep into organisation - are there leaders we can call upon who can influence the work?
Kim Goodwin from Cooper said it best To find those people is a bit like doing detective work and being a talent scout at the same time. And I feel that THAT is really what real design is - going beyond documents and design collaboration, and enabling real organisations to make that experience a reality.
Tying it back This isn ’ t about something new. It ’ s really about a journey and helping organisations get there over time. 1. integrate / realise 2. build / enable 3. influence / empower I ’ m still learning and gathering stories, so please share with me your stories and thoughts. Thanks!