The document discusses the changing landscape of UX research and how a UX team at Cox utilizes research and analytics in their design process. The team combines research and analytics functions to generate insights to inform design. They use an iterative design process involving research, prototyping, and analytics to create solutions that meet customer needs and business goals. The presentation outlines their approach to research, analytics, design, and the roles of various team members.
Experience Lead, James Caruso, outlines a designer's journey from inception to interaction design, illustrating how Interaction Design (IxD) has the potential to affect all aspects of the entire experience for any project, and delight users while you're at it.
In the digital world, any successful product feature will be copied swiftly by competitors. The only way to maintain a competitive advantage is through the customer experience you provide.
IRM EA 2014 - Designing experiences with outside in architecture - Mike Clark...Mike Clark
Architecture, we learned from Vitruvius, is about utilitas, firmitas, and venustas - function, structure and beauty. Any innovation and transformation in the enterprise must ultimately impact the people we address, leading to better experiences. We advocate for the return of human-centric thinking in business and enterprise architecture. This allows us to go beyond the usual internal aspects when looking at the enterprise’s moving parts, and tie them to customer needs, experiences and interactions that complete the story. In turn, we can apply architecture to explore potential futures and putting strategic designs into action.
Combining Experience Design practice with architecture work, tweaking our shared models of the enterprise to look from the outside in
Leveraging architectural rigor and reuse to design transformations of enterprise ecosystems that impact human experience
The fading importance of IT as Enterprise Architecture's key domain in a big data world where everything is going digital by default
How can User Experience and Business Analysis work well together?User Vision
UX and business analysis – achieving the benefits of a close relationship
Many UX professionals cross paths with business analysts in the course of delivering projects. Both professions define and apply requirements, though typically one leans toward user requirements and the other toward business requirements. However these worlds often converge, especially as more organisations realise the business value of focusing on customers through user research and user-centred design. It is perhaps inevitable that these two professions, increasingly valued for customer-oriented projects, occasionally have overlapping remits which may lead to either internal friction or positive outcomes.
In this session we explore the areas of similarity, difference and potential collaboration in the respective fields of user experience and business analysis.
We will co-present the briefing with Sarah Williams, a senior business analyst and UX practitioner with leading law firm Linklaters who has successfully integrated the fields and evangelised the UX and service design approach for many internal and client-facing projects. Sarah and Chris Rourke from User Vision will discuss the goals and perspectives of the two fields and where the greatest opportunities are for knowledge transfer and co-operation for successful project delivery.
The talk will be especially of interest for UX professionals working alongside BAs, Business Analysts wanting to know more about user experience and service design, or anyone managing teams that have either or both of these important roles.
In the masterclass customer-journey mapping and innovation, service design plays a major role. Service designer Caroline Beck takes you through a quick course in customer journey thinking, which puts the customer at the center in a practical and applicable way.
Experience Lead, James Caruso, outlines a designer's journey from inception to interaction design, illustrating how Interaction Design (IxD) has the potential to affect all aspects of the entire experience for any project, and delight users while you're at it.
In the digital world, any successful product feature will be copied swiftly by competitors. The only way to maintain a competitive advantage is through the customer experience you provide.
IRM EA 2014 - Designing experiences with outside in architecture - Mike Clark...Mike Clark
Architecture, we learned from Vitruvius, is about utilitas, firmitas, and venustas - function, structure and beauty. Any innovation and transformation in the enterprise must ultimately impact the people we address, leading to better experiences. We advocate for the return of human-centric thinking in business and enterprise architecture. This allows us to go beyond the usual internal aspects when looking at the enterprise’s moving parts, and tie them to customer needs, experiences and interactions that complete the story. In turn, we can apply architecture to explore potential futures and putting strategic designs into action.
Combining Experience Design practice with architecture work, tweaking our shared models of the enterprise to look from the outside in
Leveraging architectural rigor and reuse to design transformations of enterprise ecosystems that impact human experience
The fading importance of IT as Enterprise Architecture's key domain in a big data world where everything is going digital by default
How can User Experience and Business Analysis work well together?User Vision
UX and business analysis – achieving the benefits of a close relationship
Many UX professionals cross paths with business analysts in the course of delivering projects. Both professions define and apply requirements, though typically one leans toward user requirements and the other toward business requirements. However these worlds often converge, especially as more organisations realise the business value of focusing on customers through user research and user-centred design. It is perhaps inevitable that these two professions, increasingly valued for customer-oriented projects, occasionally have overlapping remits which may lead to either internal friction or positive outcomes.
In this session we explore the areas of similarity, difference and potential collaboration in the respective fields of user experience and business analysis.
We will co-present the briefing with Sarah Williams, a senior business analyst and UX practitioner with leading law firm Linklaters who has successfully integrated the fields and evangelised the UX and service design approach for many internal and client-facing projects. Sarah and Chris Rourke from User Vision will discuss the goals and perspectives of the two fields and where the greatest opportunities are for knowledge transfer and co-operation for successful project delivery.
The talk will be especially of interest for UX professionals working alongside BAs, Business Analysts wanting to know more about user experience and service design, or anyone managing teams that have either or both of these important roles.
In the masterclass customer-journey mapping and innovation, service design plays a major role. Service designer Caroline Beck takes you through a quick course in customer journey thinking, which puts the customer at the center in a practical and applicable way.
Businesses Want Results, Not Empathy Maps — #cxtalks Dallas 10 minute talkJeremy Johnson
While design is becoming ever more important in the business world, we’re at a crossroads where if we can't connect customer understanding to actionable themes or business results we’re going to lose our seat at the table. Customer Experience professionals need to become masters at blending customer, business, and technology to give teams a clear path ahead.
Key Takeaways
1. CX Pros need to get really good at understanding design, business AND technology
2. CX Pros need to get good at connecting customer insights to tangible features and products
3. CX Pros need to help design teams connect to business teams in an effective way
Seekify - Start-up funded by Sequoia Capital having a Customer Experience Automation, Insights and LMS platform
Project Undertaken at my stint at Seekify.
Designing without understanding the needs and usage of the space by the end-user is like driving a car with eyes closed. It can be seriously dangerous for the business. Hence, at JM: The Design Consultant we have developed and follow the process of Research Drive Design Solution, which we call RD2S_Algorithm.
To date, we have a 100% success ratio with our projects using the RD2S process.
I hope you will also get enough insights and a brief understanding of the same, by reading this small presentation. For any further details, kindly contactme@jenismakwana.com or just WhatsApp me on +919833664824. Thanks! Happy Designing.
UX STRAT Europe 2017: David Ruiz, "Developing a Multi-Channel Banking Experie...UX STRAT
UX STRAT Europe 2017 presentation by David Ruiz, Head of Design and CX, Orange Bank: "Developing a Multi-Channel Banking Experience for a Telecom Giant"
The Softer Skills Analysts need to make an impactPaul Laughlin
25 min presentation given at London Business School, to the OR Society's Analytics Network. Summarising Laughlin Consultancy's 9 step model of Softer Skills for Analysts.
Composite apps cura-analytics mod march2016Norm Katz
CURA Analytics is a next-generation solution offerering from Composite Apps unlocks dormant value in your data investments by bringing your total business intelligence picture into focus
How UX Can Drive the Vision of Future Products - Arttu NiskasaariUXPA International
Our existing B2B product has been developed for 15 years and the need for complete redesign was acknowledged in 2013.
Unusual for the software business in our country and field of business, this project for the brand new solution was driven by UX from the beginning. The main target was to introduce new level of collaboration between all company functions to formulate a shared vision for the future product.
It took us one year to move from user research to prototypes, and in the meantime our UX team grew from two to six persons. Hence, we will also talk a bit about organizing the work of the team to support several products and projects without sacrificing the long-term project.
In this session we will share our experiences and lessons-learned from working our way towards that vision with research based top-down approach.
A 3.5 hour workshop introducing Presumptive Design, situating it within design thinking and research methods, and providing hands-on exercises to internalize the technique
Understand what we do at U1 Group and how we help our customers. With 4 practice areas spanning Discovery & Design, Experience Research, Analytics & Insights and Strategy, our team draws upon a range of skills to help you deliver the most memorable user experiences.
When all your processes are made for large teams and embedded resources, what do you do when the team you've built has been pulled from underneath you? In this session, Kevin will discuss the growth of his team at Glovo and the approach taken post-forced downsizing - a time when research & experimentation are arguably most needed during a time of unchartered territory. Kevin will discuss the growth, the downsizing, lessons learnt and positive hindsight. With a goal of giving you the tools needed to show more empathy and make your UX team a strategic arm of business growth and maturity.
UX STRAT 2018 | Flying Blind On a Rocket Cycle: Pioneering Experience Centere...Joe Lamantia
After Oracle acquired Endeca, we all had to figure out what to do next. This case study describes building a learning-driven strategy capability to guide an adventurous product development group focused on the new domains of big data analytics and machine intelligence. I’ll share the outcomes of our efforts to launch new products chartered directly around customer experience value; outline the methods, tools, and perspectives that powered product discovery and strategic planning; share a framework and patterns for identifying and understanding emerging domains; and review the application of this toolkit to new situations.
Businesses Want Results, Not Empathy Maps — #cxtalks Dallas 10 minute talkJeremy Johnson
While design is becoming ever more important in the business world, we’re at a crossroads where if we can't connect customer understanding to actionable themes or business results we’re going to lose our seat at the table. Customer Experience professionals need to become masters at blending customer, business, and technology to give teams a clear path ahead.
Key Takeaways
1. CX Pros need to get really good at understanding design, business AND technology
2. CX Pros need to get good at connecting customer insights to tangible features and products
3. CX Pros need to help design teams connect to business teams in an effective way
Seekify - Start-up funded by Sequoia Capital having a Customer Experience Automation, Insights and LMS platform
Project Undertaken at my stint at Seekify.
Designing without understanding the needs and usage of the space by the end-user is like driving a car with eyes closed. It can be seriously dangerous for the business. Hence, at JM: The Design Consultant we have developed and follow the process of Research Drive Design Solution, which we call RD2S_Algorithm.
To date, we have a 100% success ratio with our projects using the RD2S process.
I hope you will also get enough insights and a brief understanding of the same, by reading this small presentation. For any further details, kindly contactme@jenismakwana.com or just WhatsApp me on +919833664824. Thanks! Happy Designing.
UX STRAT Europe 2017: David Ruiz, "Developing a Multi-Channel Banking Experie...UX STRAT
UX STRAT Europe 2017 presentation by David Ruiz, Head of Design and CX, Orange Bank: "Developing a Multi-Channel Banking Experience for a Telecom Giant"
The Softer Skills Analysts need to make an impactPaul Laughlin
25 min presentation given at London Business School, to the OR Society's Analytics Network. Summarising Laughlin Consultancy's 9 step model of Softer Skills for Analysts.
Composite apps cura-analytics mod march2016Norm Katz
CURA Analytics is a next-generation solution offerering from Composite Apps unlocks dormant value in your data investments by bringing your total business intelligence picture into focus
How UX Can Drive the Vision of Future Products - Arttu NiskasaariUXPA International
Our existing B2B product has been developed for 15 years and the need for complete redesign was acknowledged in 2013.
Unusual for the software business in our country and field of business, this project for the brand new solution was driven by UX from the beginning. The main target was to introduce new level of collaboration between all company functions to formulate a shared vision for the future product.
It took us one year to move from user research to prototypes, and in the meantime our UX team grew from two to six persons. Hence, we will also talk a bit about organizing the work of the team to support several products and projects without sacrificing the long-term project.
In this session we will share our experiences and lessons-learned from working our way towards that vision with research based top-down approach.
A 3.5 hour workshop introducing Presumptive Design, situating it within design thinking and research methods, and providing hands-on exercises to internalize the technique
Understand what we do at U1 Group and how we help our customers. With 4 practice areas spanning Discovery & Design, Experience Research, Analytics & Insights and Strategy, our team draws upon a range of skills to help you deliver the most memorable user experiences.
When all your processes are made for large teams and embedded resources, what do you do when the team you've built has been pulled from underneath you? In this session, Kevin will discuss the growth of his team at Glovo and the approach taken post-forced downsizing - a time when research & experimentation are arguably most needed during a time of unchartered territory. Kevin will discuss the growth, the downsizing, lessons learnt and positive hindsight. With a goal of giving you the tools needed to show more empathy and make your UX team a strategic arm of business growth and maturity.
UX STRAT 2018 | Flying Blind On a Rocket Cycle: Pioneering Experience Centere...Joe Lamantia
After Oracle acquired Endeca, we all had to figure out what to do next. This case study describes building a learning-driven strategy capability to guide an adventurous product development group focused on the new domains of big data analytics and machine intelligence. I’ll share the outcomes of our efforts to launch new products chartered directly around customer experience value; outline the methods, tools, and perspectives that powered product discovery and strategic planning; share a framework and patterns for identifying and understanding emerging domains; and review the application of this toolkit to new situations.
Innovate iq digital transformation by weboniseBhuvan Khanna
Innovate IQ is a Webonise offering for enterprises, where we combine engineering and development with our digital product-focused research, marketing and data services.
With the expertise of our CEO, we've put together a webinar about MVP readiness. If you're low on time, budget, and resources, build a lean solution. A minimum viable product has enough design and development to launch within a shorter time frame. Not only do you save time and money, you'll be able to make iterations and versions post-launch.
See how to prepare for an MVP with Ali Allage, the CEO of Boost Labs.
For more about MVPs, contact us!
Similar to UXPA 2015 Big Data & Big Ideas: The Changing Landscape of UX Research (20)
Data Centers - Striving Within A Narrow Range - Research Report - MCG - May 2...pchutichetpong
M Capital Group (“MCG”) expects to see demand and the changing evolution of supply, facilitated through institutional investment rotation out of offices and into work from home (“WFH”), while the ever-expanding need for data storage as global internet usage expands, with experts predicting 5.3 billion users by 2023. These market factors will be underpinned by technological changes, such as progressing cloud services and edge sites, allowing the industry to see strong expected annual growth of 13% over the next 4 years.
Whilst competitive headwinds remain, represented through the recent second bankruptcy filing of Sungard, which blames “COVID-19 and other macroeconomic trends including delayed customer spending decisions, insourcing and reductions in IT spending, energy inflation and reduction in demand for certain services”, the industry has seen key adjustments, where MCG believes that engineering cost management and technological innovation will be paramount to success.
MCG reports that the more favorable market conditions expected over the next few years, helped by the winding down of pandemic restrictions and a hybrid working environment will be driving market momentum forward. The continuous injection of capital by alternative investment firms, as well as the growing infrastructural investment from cloud service providers and social media companies, whose revenues are expected to grow over 3.6x larger by value in 2026, will likely help propel center provision and innovation. These factors paint a promising picture for the industry players that offset rising input costs and adapt to new technologies.
According to M Capital Group: “Specifically, the long-term cost-saving opportunities available from the rise of remote managing will likely aid value growth for the industry. Through margin optimization and further availability of capital for reinvestment, strong players will maintain their competitive foothold, while weaker players exit the market to balance supply and demand.”
Opendatabay - Open Data Marketplace.pptxOpendatabay
Opendatabay.com unlocks the power of data for everyone. Open Data Marketplace fosters a collaborative hub for data enthusiasts to explore, share, and contribute to a vast collection of datasets.
First ever open hub for data enthusiasts to collaborate and innovate. A platform to explore, share, and contribute to a vast collection of datasets. Through robust quality control and innovative technologies like blockchain verification, opendatabay ensures the authenticity and reliability of datasets, empowering users to make data-driven decisions with confidence. Leverage cutting-edge AI technologies to enhance the data exploration, analysis, and discovery experience.
From intelligent search and recommendations to automated data productisation and quotation, Opendatabay AI-driven features streamline the data workflow. Finding the data you need shouldn't be a complex. Opendatabay simplifies the data acquisition process with an intuitive interface and robust search tools. Effortlessly explore, discover, and access the data you need, allowing you to focus on extracting valuable insights. Opendatabay breaks new ground with a dedicated, AI-generated, synthetic datasets.
Leverage these privacy-preserving datasets for training and testing AI models without compromising sensitive information. Opendatabay prioritizes transparency by providing detailed metadata, provenance information, and usage guidelines for each dataset, ensuring users have a comprehensive understanding of the data they're working with. By leveraging a powerful combination of distributed ledger technology and rigorous third-party audits Opendatabay ensures the authenticity and reliability of every dataset. Security is at the core of Opendatabay. Marketplace implements stringent security measures, including encryption, access controls, and regular vulnerability assessments, to safeguard your data and protect your privacy.
Techniques to optimize the pagerank algorithm usually fall in two categories. One is to try reducing the work per iteration, and the other is to try reducing the number of iterations. These goals are often at odds with one another. Skipping computation on vertices which have already converged has the potential to save iteration time. Skipping in-identical vertices, with the same in-links, helps reduce duplicate computations and thus could help reduce iteration time. Road networks often have chains which can be short-circuited before pagerank computation to improve performance. Final ranks of chain nodes can be easily calculated. This could reduce both the iteration time, and the number of iterations. If a graph has no dangling nodes, pagerank of each strongly connected component can be computed in topological order. This could help reduce the iteration time, no. of iterations, and also enable multi-iteration concurrency in pagerank computation. The combination of all of the above methods is the STICD algorithm. [sticd] For dynamic graphs, unchanged components whose ranks are unaffected can be skipped altogether.
Chatty Kathy - UNC Bootcamp Final Project Presentation - Final Version - 5.23...John Andrews
SlideShare Description for "Chatty Kathy - UNC Bootcamp Final Project Presentation"
Title: Chatty Kathy: Enhancing Physical Activity Among Older Adults
Description:
Discover how Chatty Kathy, an innovative project developed at the UNC Bootcamp, aims to tackle the challenge of low physical activity among older adults. Our AI-driven solution uses peer interaction to boost and sustain exercise levels, significantly improving health outcomes. This presentation covers our problem statement, the rationale behind Chatty Kathy, synthetic data and persona creation, model performance metrics, a visual demonstration of the project, and potential future developments. Join us for an insightful Q&A session to explore the potential of this groundbreaking project.
Project Team: Jay Requarth, Jana Avery, John Andrews, Dr. Dick Davis II, Nee Buntoum, Nam Yeongjin & Mat Nicholas
Show drafts
volume_up
Empowering the Data Analytics Ecosystem: A Laser Focus on Value
The data analytics ecosystem thrives when every component functions at its peak, unlocking the true potential of data. Here's a laser focus on key areas for an empowered ecosystem:
1. Democratize Access, Not Data:
Granular Access Controls: Provide users with self-service tools tailored to their specific needs, preventing data overload and misuse.
Data Catalogs: Implement robust data catalogs for easy discovery and understanding of available data sources.
2. Foster Collaboration with Clear Roles:
Data Mesh Architecture: Break down data silos by creating a distributed data ownership model with clear ownership and responsibilities.
Collaborative Workspaces: Utilize interactive platforms where data scientists, analysts, and domain experts can work seamlessly together.
3. Leverage Advanced Analytics Strategically:
AI-powered Automation: Automate repetitive tasks like data cleaning and feature engineering, freeing up data talent for higher-level analysis.
Right-Tool Selection: Strategically choose the most effective advanced analytics techniques (e.g., AI, ML) based on specific business problems.
4. Prioritize Data Quality with Automation:
Automated Data Validation: Implement automated data quality checks to identify and rectify errors at the source, minimizing downstream issues.
Data Lineage Tracking: Track the flow of data throughout the ecosystem, ensuring transparency and facilitating root cause analysis for errors.
5. Cultivate a Data-Driven Mindset:
Metrics-Driven Performance Management: Align KPIs and performance metrics with data-driven insights to ensure actionable decision making.
Data Storytelling Workshops: Equip stakeholders with the skills to translate complex data findings into compelling narratives that drive action.
Benefits of a Precise Ecosystem:
Sharpened Focus: Precise access and clear roles ensure everyone works with the most relevant data, maximizing efficiency.
Actionable Insights: Strategic analytics and automated quality checks lead to more reliable and actionable data insights.
Continuous Improvement: Data-driven performance management fosters a culture of learning and continuous improvement.
Sustainable Growth: Empowered by data, organizations can make informed decisions to drive sustainable growth and innovation.
By focusing on these precise actions, organizations can create an empowered data analytics ecosystem that delivers real value by driving data-driven decisions and maximizing the return on their data investment.
Adjusting primitives for graph : SHORT REPORT / NOTESSubhajit Sahu
Graph algorithms, like PageRank Compressed Sparse Row (CSR) is an adjacency-list based graph representation that is
Multiply with different modes (map)
1. Performance of sequential execution based vs OpenMP based vector multiply.
2. Comparing various launch configs for CUDA based vector multiply.
Sum with different storage types (reduce)
1. Performance of vector element sum using float vs bfloat16 as the storage type.
Sum with different modes (reduce)
1. Performance of sequential execution based vs OpenMP based vector element sum.
2. Performance of memcpy vs in-place based CUDA based vector element sum.
3. Comparing various launch configs for CUDA based vector element sum (memcpy).
4. Comparing various launch configs for CUDA based vector element sum (in-place).
Sum with in-place strategies of CUDA mode (reduce)
1. Comparing various launch configs for CUDA based vector element sum (in-place).
3. We solve customer
problems by utilizing
research & analytics, in a
customer centered design
process to deliver
experiences that meet or
exceed customer
expectations.
4. 04
Hi
UX
@
Cox
We
are
a
group
of
User
Experience
Strategists,
Researchers,
Data
ScienFsts,
Visual
Designers
&
Prototypers
that
come
together
on
a
regular
basis
to
solve
customer
and
business
problems.
We
are
passionate
about
understanding
customer
behaviors
and
creaFng
experiences
that
are
delighSul
in
a
way
that
makes
recommenders
out
of
our
customers.
We
use
different
techniques
to
understand
our
customers
behaviors
through
research
and
analyFcs
to
inform
design
to
drive
innovaFve
soluFons.
These
soluFons
then
allow
us
to
drive
adopFon,
increased
usage,
lowering
cost
and/or
increasing
sales
depending
on
the
experience
domain.
UX
5. The
team:
Research
&
AnalyFcs
+
Design
9
4Research
&
Analytics
Design
We
now
have
4
UX
UX
Strategists,
3
Visual
Designers,
1
Content
Strategist.
We
combined
the
Research
&
AnalyFcs
funcFon
to
start
generaFng
insights.
Interns
and
fresh
graduates
play
a
criFcal
role
in
the
group,
our
promise
is
to
develop
these
individuals
for
the
next
level.
5
Design Interns/
fresh graduates
4
R+A Interns/
fresh graduates
05
7. We
drive
design
from
data
and
this
could
be
qualitaFve
and
quanFtaFve
in
nature
Data
The
Physical
space
&
context
in
which
the
experience
unfolds
for
the
customer
needs
to
be
considered
Physical
Different
types
of
properFes
and
devices
need
to
be
considered
in
an
experience
Digital
Approach to Design
We
drive
design
through
the
eyes
of
the
customer
&
u:lizing
insights
gleamed
from
data
&
analysis.
The
manifestaFon
of
the
design
can
be
in
the
digital
space
or
in
the
physical
space
regardless,
considers
the
impact
of
physical
&
digital
space
on
the
design
of
the
experience.
Data
Digital
Physical
8. 08
Design
We
think
about
design
as
the
creaFon
of
a
plan
for
the
construcFon
of
a
product
or
service;
we
think
about
experience
design
in
terms
of
human
to
human
&
human
to
computer
interacFons.
We
think
about
it
in
terms
of
customer
behaviors
and
uFlizing
design
to
facilitate
those
behaviors
in
a
way
that
benefits
the
customer
as
well
as
the
business.
03
PROTOTYPING
Rudimentary
working
model
of
a
product
or
informaFon
system,
usually
built
to
try
new
ideas
or
as
model
to
learn
from.
04
CONTENT
STRATEGY
Planning,
development,
and
management
of
content—wrifen
or
in
other
media.
01
UX
STRATEGY
Taking
the
informaFon
about
the
user
and
informaFon
about
the
business
and
turning
that
into
an
approach
for
the
User
Experience.
02
VISUAL
DESIGN
Method
of
communicaFon,
and
problem-‐
solving
through
the
use
of
type,
space
and
image.
9. 09
Design Process
We
use
an
iteraFve
design
process
to
create
delighSul
product
&
service
experiences.
We
uFlize
our
understanding
of
customer
behaviors
in
combinaFon
with
our
understanding
of
technology
to
create
soluFons
that
help
customers
and
our
business.
The
iteraFve
process
helps
us
test
soluFons
in
controlled
environments
or
within
markets.
Research
Get
it
Built
Launch
Go
Deep
+
Go
Broad
_
Get
It
Started
Research
&
Analy:cs
Monitor
10. 10
Design– Blueprints
Blueprints
provide
the
foundaFon
to
the
digital
experience
3
Deep Blue
#20274d
Topper Blue
#00192a
Navy Blue
#383d5d
Dark Blue
#045690
Common Color Uses
Text: Charcoal Black #252525
Links: #0679ca
Line separators: Light Gray 1
#dadadc
COLORS
Blue
#146ea6
Light Blue 1
#678ace
Gray Blue
#8aa6c1
Charcoal Black
#252525
Dark Gray
#6c6c6d
Gray
#979798
Light Gray 1
#dadadc
Light Gray 2
#f4f4f4
Accent Orange
#f8af00
Accent Magenta
#d12a98
Accent Green
#55b829
Primary Action
#03406a
Secondary Action
#0679ca
7
Hero........................ Open Sans Regular, 53/57px
Header 1........ Open Sans Regular, 40/44px
Header 2..................... Open Sans Regular, 30/34px
Header 3............................. Open Sans Regular, 24/28px
Header 4................................... Open Sans Regular, 20/24px
Header 5.................................... Open Sans Bold, 18/22px
Header 6....................................... Open Sans Bold, 16/20px
Paragraph Spacing
Body Copy..................................... Open Sans Bold, 16/20px
Legalese............................................ Open Sans Regular, 14/18px
Price Details ...................................... Open Sans Bold, 12/16px
AaOpen Sans Regular
AaOpen Sans Semibold
AaOpen Sans Bold
TYPOGRAPHY
Subhead
Subhead
Paragraph Text
Paragraph Text
Paragraph Text
20px
20px
20px
30px
11. 11
Approach to Research & Analytics
Health
This
is
a
view
into
the
health
of
the
product/service
in
the
field.
InteracFons
of
customers
with
product/service
or
a
product/service
interacFon
with
systems
result
in
the
end
experience
for
the
customer.
Both
of
these
interacFons
at
the
highest
level
make
up
the
customer’s
percepFon
of
a
product/service.
DiagnosFc
Diagnosis
begins
with
a
symptom
or
problem
experienced,
we
use
the
symptom
to
invesFgate
through
the
available
data
likely
causes.
Strategic
This
is
typically
an
12-‐18month
view
of
things
to
focus
on
a
product/service.
These
are
typically
driven
by
quanFtaFve
models
that
help
in
ascertaining
investments
in
the
product/service
and/or
in
a
porSolio
of
product/service.
Health
Diagnos:c
Strategic
12. 12
Research & Analytics
DESIGN
RESEARCH
Number
of
invesFgaFve
techniques
used
to
add
context
and
insight
to
the
design
process.
PRE-‐LAUNCH
ASSESSMENT
Assessing
the
risk
associated
with
the
launch
of
a
product
or
service
in
relaFonship
to
the
ease
of
use/usability
of
the
product/service.
POST
LAUNCH
ASSESSMENT
Understanding
the
performance
of
a
product/service
in
the
field.
Typically
administered
as
a
large
scale
survey.
MODELING
Understanding
human
behaviors
and
represenFng
them
using
mathemaFcal
equaFons
in
order
to
drive
usability
and/or
saFsfacFon
associated
with
product/service.
CROSS
CHANNEL
ANALYTICS
Understanding
of
customer
behavior
or
customer
related
acFviFes
across
channels
like
web,
IVRU
&
call
center
in
addiFon
to
acFviFes
performed
by
agent
on
behalf
of
the
customer.
360
ANALYSIS
Complete
analysis
of
a
product
or
service
across
design
research,
surveys,
analyFcs
and
percepFon
informaFon
provided
customers
in
surveys.
13. 13
UX Research Methods
*Inspired
from
landscape
of
UX
research
methods
from
ChrisFan
Rohrer
What People Do
What People Say
Why & How
To Fix
Usability Testing - lab
Benchmark Testing - lab
User Production
Focus Groups
Interviews - phone
Intercept Surveys
Observational
Interviews – lab or field
Product Surveys
Web Analytics
Business Intelligence /
Data Mining
A/B Testing
How many &
How much
USER Field Surveys
hfp://www.nngroup.com/arFcles/which-‐ux-‐research-‐methods/
Concept Testing
Diary/Camera Studies
Ethnographic Field Studies
We
use
specific
methods
to
address
different
set
of
problems.
The
different
types
of
studies
provide
insights
and
help
us
in
understanding
issues
from
a
qualitaFve
and
a
quanFtaFve
standpoint.
14. 14
Research & Analytics
DESIGN
RESEARCH
Number
of
invesFgaFve
techniques
used
to
add
context
and
insight
to
the
design
process.
PRE-‐LAUNCH
ASSESSMENT
Assessing
the
risk
associated
with
the
launch
of
a
product
or
service
in
relaFonship
to
the
ease
of
use/usability
of
the
product/service.
POST
LAUNCH
ASSESSMENT
Understanding
the
performance
of
a
product/service
in
the
field.
Typically
administered
as
a
large
scale
survey.
MODELING
Understanding
human
behaviors
and
represenFng
them
using
mathemaFcal
equaFons
in
order
to
drive
usability
and/or
saFsfacFon
associated
with
product/service.
CROSS
CHANNEL
ANALYTICS
Understanding
of
customer
behavior
or
customer
related
acFviFes
across
channels
like
web,
IVRU
&
call
center
in
addiFon
to
acFviFes
performed
by
agent
on
behalf
of
the
customer.
360
ANALYSIS
Complete
analysis
of
a
product
or
service
across
design
research,
surveys,
analyFcs
and
percepFon
informaFon
provided
customers
in
surveys.
15. 15
Research + Analytics: Measurement Framework
User
Experience
Measurement
Framework
Loyalty
Trust
Delight
Usable
Usefulness
16. 16
Research + Analytics: Primary Scales
Usability
&
SaFsfacFon
The
SaFsfacFon
Scale
is
a
standardized
measure
of
how
well
a
service/product
meets
customer
needs.
It
is
calculated
from
a
12-‐item
amtudinal
survey
scored
on
a
Likert
scale.
The
System
Usability
Scale
(SUS)
is
a
standardized
measure
of
the
perceived
usability
of
a
system.
It
is
calculated
from
a
10-‐item
amtudinal
survey
scored
on
a
Likert
scale.
Exceed
Expecta:ons
Scores
among
the
top
10%
of
products
Below
Expecta:ons
Scores
among
the
bofom
40%
of
products
Meets
Expecta:ons
Scores
in
the
upper
40%
of
products
Way
Below
Expecta:ons
Scores
among
the
bofom
10%
of
products
10th
50th
90th
Percen:le
Percen:le
Percen:le
-‐4.0
-‐3.5
-‐3.
-‐2.5
-‐2.0
-‐1.
-‐1.0
-‐1.5
-‐0.5
0.5
1.0
1.5
2.0
2.5
3.0
3.5
4.0
Meets
Expecta:ons
Way
Below
Expecta:ons
Below
Expecta:ons
Exceed
Expecta:ons
-‐1.3
1.3
0.0
17. From the dawn of
civilization until 2003,
humankind generated
five exabytes of data.
Now we produce five
exabytes every two
days…and the pace is
accelerating.
Eric Schmidt,
Google 2010
18. 18
BIG DATA
Three
V’s
of
Big
Data
Variety – Different types of
data elements, structured to
unstructured
Velocity – Batch, Real ;me,
streams etc.
Volume – Size in TB, tables,
transac;ons & records
VARIETY
VELOCITY
VOLUME
BIG
DATA
19. 19
Big Data Maturity
Where
we
are
to
where
we
are
going
Setup
40%
ReporFng
40%
Analysis
10%
Modeling
10%
Typical
Setup
10%
ReporFng
10%
Analysis
40%
Modeling
40%
Target
State
20. 20
Cross Channel Analytics Platform
Our
Big
Data
PlaSorm
CUSTOMER
ATTRIBUTES
IVR
CALL CENTER
DIGITAL PROPERTIES
• EASIER ACCESS TO DATA
• ROOT CAUSE/DRILL
DOWN ANALYSIS
• COHORT ANALYSIS
• PREDICTIVE MODELING
• TEXT ANALYTICS
CLOUD
SURVEY
WORK ORDERS
21. Big Data in 360 AnalysisUFlizing
data
from
qualitaFve,
quanFtaFve,
percepFon
&
behavioral
informaFon.
AnalyFcs
Surveys
Usability
TesFng
Unstructured
Data
360
Analysis
Customer
behaviors
through
our
digital
properFes,
machine
to
machine
interacFons,
back
end
system
logs,
Test
&
Target
Analy:cs
Surveys
conducted
through
our
digital
properFes
other
surveys
conducted
through
tradiFonal
means
Surveys
Lab
&
online
usability
tesFng,
upfront
design
research
Usability
Tes:ng
Customer
comments
through
different
sources,
notes
from
agents,
arFcle
feedback
Unstructured
Data
We
uFlize
data
collected
through
different
sources
to
create
a
comprehensive
view
of
insights
where
we
could
tell
a
story
around
the
why,
what
and
how
customers
feel
as
they
experience
our
products
or
services.
360
21
22. 22
Modeling - Basics
Capture:
The
rich
and
complex
elements
that
shape
an
experience.
Math:
Represent
the
experience
captured
through
mathemaFcal
models
Predict:
UFlize
the
models
to
predict
the
changes
in
the
experience
23. In
addiFon
to
my
team
here
at
Cox,
I
would
not
be
in
this
posiFon
without
my
modeling
gurus
Clyde
Heppner
&
Tuan
Tran.
My
sincerest
thanks
to
them
for
being
paFent
with
me
and
my
quesFons
as
well
as
sharing
the
wealth
of
experience.
Sarah
has
a
PhD
in
CogniFve
Sciences
from
Georgia
State
University,
with
a
background
in
memory
and
decision
making.
Sarah Cavrak
Megan’s
background
is
a
unique
blend
of
industrial
engineering,
staFsFcs,
and
psychology,
with
qualitaFve
and
quanFtaFve
analyFc
skills
in
industrial
and
educaFonal
semngs
.
Megan Lutz
Sheri
has
over
25
years
professional
experience
with
experFse
in
UX
and
product
research
and
strategy,
leading
top
performing
cross
funcFonal
teams
and
delivering
highly
successful
interacFve
product
soluFons
that
effecFvely
align
business
and
customer
needs
Sheri
Leslie
has
a
PhD
in
CogniFve
Sciences
from
Georgia
State
University,
with
a
background
in
memory
and
decision
making.
With
five
years
of
professional
experience
within
the
UX
field,
Leslie
has
experFse
in
qualitaFve
and
quanFtaFve
research
methodologies
Leslie
Jagan
has
over
13+
years
of
professional
experience,
with
a
background
in
decision
science,
data
warehousing,
reporFng,
predicFve
and
prescripFve
analyFcs.
Jagan
24. Feel free to say hi!
We are friendly and social
6305
B,
Peachtree
Dunwoody
Rd.
Atlanta,
GA
30338
404-‐234-‐0444
t.s.balaji@cox.com