Presented at FITC Toronto 2017
More info at http://fitc.ca/event/to17/
presented by Lee Dale, Say Yeah!
Overview
How to improve customer engagement and service delivery in the connected age.
Digital transformation is not a buzzword. It’s the promise that your organization can reach new heights by leveraging digital to provide a superior customer experience and optimize your team’s efforts in doing so. At the same time, there are a vast amount of organizations who believe a digital presence alone is enough to meet customer expectations and keep your organization at the forefront of the connected economy. The general approach is typically to just make sure deliverables exist: we have a responsive website; we listen to customers on our social channels and help lines. But this approach does not ask the right questions of how you can drive consumer engagement and retention, and make sure your team is focused on solving the right problems in the most effective manner.
To do so, every organization needs to align their digital ecosystem with their customer journey. This talk will introduce the process for and key benefits of aligning your digital ecosystem and team efforts to your customer’s journey, including highlighting how you’ll find new business and growth opportunities, while finding those key insights in how to better connect and provide value to your customers.
Objective
To prove the benefits of aligning your digital ecosystem and efforts with your customer’s journey in order to drive customer engagement and improve service delivery across your organization.
Target Audience
You’re working on one or more digital products, or responsible for marketing to consumers to get them to engage with a digital property and would like to see how you can be even more effective at driving engagement and value to your consumer and for your organization.
Five Things Audience Members Will Learn
How to discover new business opportunities by focusing on customer needs
How to better understand the value of your current marketing, sales, product, service and customer support efforts
Why every organization should be mapping their customer’s journey
The key elements of the customer journey, including how you align marketing, sales, product, service, and customer support efforts along the journey
How to combine a customer journey map with business goals and organizational capabilities to define the most effective digital and service delivery strategy for your organization
System strategy: the essential framework for driving customer experience and ...Lee Dale
We’re facing a challenge in how organizations and product teams are run. Too often teams are focused on individual products and how a user is interacting with just that product, instead of considering customer needs and organizational capabilities that go well beyond a digital product mix. Customer experience is a multi-departmental effort, but organizations are too siloed to effectively serve customers. Customer problem solving extends beyond the organization, with other influences and influencers who shape decision-making, impacting purchase decisions, engagement, and retention. The experience is broken. And the organization’s ability to improve the service delivery model is limited due to a lack of systems thinking and system strategy.
The system strategy framework answers these challenges. By mapping the customer journey, mapping organizational service models and capabilities, and understanding how the two align, organizations are able to uncover opportunities to improve customer experience and service delivery. Whether to solve short term challenges or establish forward thinking strategies, the system strategy framework is essential for day-to-day product teams and business leaders.
Social media can be a powerful tool for storytelling but there are some ethical considerations one has to make. Privacy of those you serve, your obligation to your board, and how you brand yourself on social media are some of the many considerations you have to make. This presentation will explore some ethical dilemma' s a non-profit can face and how your can reduce risks that may come along.
About presenter:
Sean Erreger, is a licensed clinical social worker practicing in the area that also does training around best practices of social media for mental health, healthcare, and non-profits. You can find him at www.stuckonsocialwork.com
Networking is about building relationships by focusing on helping others rather than personal gain. An effective networker contributes to others by understanding their needs and providing value through their skills, knowledge, and connections. While success relies on individual effort, it is also dependent on the networks of support that surround a person. Strong, diverse networks provide opportunities, resources, and affiliations that help people achieve their goals. The key to successful networking is to consistently add value to others through acts of service, reciprocity and creating mutually beneficial relationships over time.
The document provides information about a half-day public relations workshop for non-profits sponsored by the West Michigan Chapter of the PRSA. The workshop will take place on September 17, 2009 from 8:00 am to noon at Grand Valley State University and will feature three one-hour sessions on topics such as guerrilla marketing, developing strategic plans, and social media. It also provides brief biographies of some of the workshop presenters who are professionals in fields like public relations, marketing, and communications.
2017 ICON Melbourne Forum - Breakout 2: CRISIS AND REPUTATION MANAGEMENTICON
by Darren Behar, SenateSHJ
This session will focus on the latest research into crisis and reputation management, including the latest results from SenateSHJ’s own reputation research of Executive and Board views around Australia.
We will consider a model for staying ahead of the game – and being crisis ready. And we will explore why trust matters as a solid starting point for protecting reputations.
We will also assess the particular challenges of preparing for and managing a crisis as this relates to both traditional and social media.
Social media is about more than just listening to your communities, you have to care about what they say. The Brand Convection Model details the process and thinking around how brands can take masses of online conversations, filter them into intelligence and use this information to effect practical changes within the business that will lead to more sales and happier customers.
The document discusses networking and networking etiquette. It defines networking as a supportive system of sharing information and services among individuals with common interests. It discusses different types of networking including social, services, business, online, informational, and face-to-face networking. The document also covers networking etiquette and why it is important for effective networking.
Template For Introduction Paragraph - Google SearcAmy Isleb
1. Childhood experiences, such as where one grows up and the individuals they interact with, make a significant impact on a person's identity.
2. Growing up in a neighborhood that blends rural, urban, and suburban environments provides a sense of freedom and safety. This upbringing fosters an accommodating and laidback personality.
3. Even when changing schools, one's ability to freely socialize with others and adapt allows their identity to remain unaffected. Childhood experiences largely shape who a person becomes.
System strategy: the essential framework for driving customer experience and ...Lee Dale
We’re facing a challenge in how organizations and product teams are run. Too often teams are focused on individual products and how a user is interacting with just that product, instead of considering customer needs and organizational capabilities that go well beyond a digital product mix. Customer experience is a multi-departmental effort, but organizations are too siloed to effectively serve customers. Customer problem solving extends beyond the organization, with other influences and influencers who shape decision-making, impacting purchase decisions, engagement, and retention. The experience is broken. And the organization’s ability to improve the service delivery model is limited due to a lack of systems thinking and system strategy.
The system strategy framework answers these challenges. By mapping the customer journey, mapping organizational service models and capabilities, and understanding how the two align, organizations are able to uncover opportunities to improve customer experience and service delivery. Whether to solve short term challenges or establish forward thinking strategies, the system strategy framework is essential for day-to-day product teams and business leaders.
Social media can be a powerful tool for storytelling but there are some ethical considerations one has to make. Privacy of those you serve, your obligation to your board, and how you brand yourself on social media are some of the many considerations you have to make. This presentation will explore some ethical dilemma' s a non-profit can face and how your can reduce risks that may come along.
About presenter:
Sean Erreger, is a licensed clinical social worker practicing in the area that also does training around best practices of social media for mental health, healthcare, and non-profits. You can find him at www.stuckonsocialwork.com
Networking is about building relationships by focusing on helping others rather than personal gain. An effective networker contributes to others by understanding their needs and providing value through their skills, knowledge, and connections. While success relies on individual effort, it is also dependent on the networks of support that surround a person. Strong, diverse networks provide opportunities, resources, and affiliations that help people achieve their goals. The key to successful networking is to consistently add value to others through acts of service, reciprocity and creating mutually beneficial relationships over time.
The document provides information about a half-day public relations workshop for non-profits sponsored by the West Michigan Chapter of the PRSA. The workshop will take place on September 17, 2009 from 8:00 am to noon at Grand Valley State University and will feature three one-hour sessions on topics such as guerrilla marketing, developing strategic plans, and social media. It also provides brief biographies of some of the workshop presenters who are professionals in fields like public relations, marketing, and communications.
2017 ICON Melbourne Forum - Breakout 2: CRISIS AND REPUTATION MANAGEMENTICON
by Darren Behar, SenateSHJ
This session will focus on the latest research into crisis and reputation management, including the latest results from SenateSHJ’s own reputation research of Executive and Board views around Australia.
We will consider a model for staying ahead of the game – and being crisis ready. And we will explore why trust matters as a solid starting point for protecting reputations.
We will also assess the particular challenges of preparing for and managing a crisis as this relates to both traditional and social media.
Social media is about more than just listening to your communities, you have to care about what they say. The Brand Convection Model details the process and thinking around how brands can take masses of online conversations, filter them into intelligence and use this information to effect practical changes within the business that will lead to more sales and happier customers.
The document discusses networking and networking etiquette. It defines networking as a supportive system of sharing information and services among individuals with common interests. It discusses different types of networking including social, services, business, online, informational, and face-to-face networking. The document also covers networking etiquette and why it is important for effective networking.
Template For Introduction Paragraph - Google SearcAmy Isleb
1. Childhood experiences, such as where one grows up and the individuals they interact with, make a significant impact on a person's identity.
2. Growing up in a neighborhood that blends rural, urban, and suburban environments provides a sense of freedom and safety. This upbringing fosters an accommodating and laidback personality.
3. Even when changing schools, one's ability to freely socialize with others and adapt allows their identity to remain unaffected. Childhood experiences largely shape who a person becomes.
Emotional engagement: The magic ingredient in any customer experienceMary Brodie
This document discusses how to emotionally engage customers through understanding their perspective and problems. It recommends identifying customer characteristics, understanding the problem they want to solve and how the company's solution helps, determining what motivates action, and creating a vision of improved life with the solution. Storytelling using customer emotions can help potential customers envision positive change. The goal is to transition from just creating products to solving problems and changing lives through a community relationship between companies and customers.
The Bright Future of Market Research Smartees WorkshopInSites on Stage
This is the full slidedeck of our Smartees Workshop on 'the Bright Future of Market Research' (11 February, 2014). The main focus is on how both traditional quantitative and qualitative research can be better, fresher and more contemporary by approaching participants and internal stakeholders differently.
1. The document outlines an agenda for a digital marketing strategy workshop covering topics such as establishing basic digital marketing principles, websites, customer segmentation, and homework assignments.
2. Key aspects of developing a digital marketing strategy that were discussed include the 4 P's of marketing - product, price, placement, and promotion. Product definition, pricing strategies, location/placement considerations, and promotional channels are examined.
3. Developing an effective website is emphasized as critical for most businesses in 2018. Factors like clear messaging, professional design, mobile optimization, and answering customer questions quickly are reviewed for crafting a high quality website.
Personalization, Going Beyond the Technology (Como envolver os clientes, sem ...E-Commerce Brasil
Edward Chenard fala sobre "Como envolver os clientes, sem deixar que a tecnologia fique no caminho da relação" no Congresso E-commerce Brasil de Experiência do Cliente 2014.
Demetris C. Hadjisofocli. Presentation of information on how any individual can explore the opportunity to set up and manage their own business and how they can turn an idea into a business opportunity in the area of social enterprise or regular business. This presentation was given to a group of individuals with various types of disabilities and the purpose was to inform them, encourage them, and facilitate their introduction into the business world. A definition of systemic entrepreneurship, a termed and a process that I developed and coined and use the last 2 years, was given out.
This document discusses the importance of personalization and understanding audiences on a deeper level. It argues that traditional segmentation methods are not enough and personalization should go beyond demographics. Effective personalization requires understanding motivations, needs, values, attitudes and behaviors of audiences through qualitative research. It also stresses that companies should view their offerings from the perspective of the audience and understand how the offerings fit into audiences' lives. Taxonomies need to be as deep as the understanding of audiences and content should supplement discussions important to audiences.
The document discusses emerging technologies that can help seniors age in place and remain in their homes through the use of integrated technology solutions. It outlines incentives and concerns for both adult children of seniors and home care companies in adopting new technologies. Key incentives include providing better communication, access to information, and peace of mind. Concerns center around usability, security, and the potential for too much information or distraction from core services. The conclusion emphasizes the importance of understanding different customer groups' needs and providing simple, customizable solutions to gain trust and demonstrate value.
The document discusses emerging technologies that can help seniors age in place and remain in their homes through the use of integrated technology solutions. It outlines incentives and concerns for both adult children of seniors and home care companies in adopting new technologies. Key incentives include providing remote care access and communication for families, and enhancing care quality and marketing for home care providers. Concerns center around usability for seniors and a lack of understanding of technology benefits. The conclusion advocates for user-centered design and clear marketing/sales strategies to gain trust and adoption.
The document discusses emerging technologies that can help seniors age in place and remain in their homes through the use of integrated technology solutions. It outlines incentives and concerns for both adult children of seniors and home care companies in adopting new technologies. Key incentives include improved communication, remote care management, and peace of mind. Concerns center around usability, intrusiveness, and the potential reduction of in-person care hours. The document concludes with recommendations around user-centered design, developing trust in technology-focused brands, tailored marketing, internal champions, and outcomes measurement.
I gave this presentation to an undergraduate Design Research class at the University of Kansas, taught by Julia Eschman and Tamara Christensen, in March 2011. It focuses on the importance of finding the right people to drive insights for ethnographic/design research, and addresses tactics for doing so.
Recruiting is a key part of the design research process that often does not get the attention it deserves, to the detriment of project outcomes. I invite you to share your experiences and questions, to build a dialogue about this topic!
This document discusses new approaches to social marketing, including addressing "wicked problems" that are difficult to define and solve. It emphasizes the importance of understanding people's experiences through design research and working with communities. The scope of social marketing is expanding from focusing on individuals to also considering organizations, social networks, communities, markets, and public policies. Theories of behavior change can help guide program design and adoption. Co-creating value with communities is highlighted. Journey maps can be used to illustrate the process of behavior adoption. An ideal customer experience should be compelling, orienting, embedded in people's lives, generative, and lead people to talk to others about it. Rethinking approaches to honor people, radiate value, engage
Alison is shopping for a new sofa that is large enough to fit her entire growing family comfortably. Her current sofa was damaged in a flood and needs replacing quickly. As a busy mom with three children aged 9, 12, and 14, she has more free time during the week when the kids are at school but less time on weekends and holidays when the children accompany her shopping. Quality and durability are important factors as her eldest son is already 6 feet 6 inches tall. While price flexible, she prioritizes value for money from a high quality sofa. In-store browsing and advice from friends influence her research process more than digital channels.
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.
ChildStory District Solutions Showcase - TACSI/FutureGov Part 2ChildStory
On 5 February we held a showcase of seven simple technology solutions that were thought up, designed and tested by Districts.
These solutions not only have the potential to make an immediate impact, but are critical in designing the range of broader technical solutions the ChildStory program will deliver.
Over one hundred frontline staff from across the state, the FACS Secretary and the program team came to Alexandria to see the progress of seven innovative solutions, but also to get hands-on experience using them to evaluate how they could support practice.
This is the presentation from one of the companies we're working with.
Third Brain Studio specializes in user experience research for tech and healthcare. It conducts various types of qualitative research like interviews, focus groups, and observational studies to understand customer needs. Past clients include Intel, Providence Health, and Blue Cross Blue Shield. The company aims to transform clients' understanding of customers and help create compelling experiences through well-executed research.
The Bright Future of Market Research Smartees WorkshopInSites on Stage
This is the full slidedeck of our Smartees Workshop on 'the Bright Future of Market Research' in Utrecht (15 April, 2014). The main focus is on how both traditional quantitative and qualitative research can be better, fresher and more contemporary by approaching participants and internal stakeholders differently.
The document discusses various aspects of consumer behavior, including:
1. It outlines the consumer decision-making process and factors that influence it such as culture, personal characteristics, and psychological factors.
2. It describes the different stages consumers go through from need recognition to post-purchase evaluation, and the internal and external information sources that influence each stage.
3. It discusses concepts like cognitive dissonance and the different levels of involvement consumers have for various purchase decisions.
The document discusses various aspects of consumer behavior, including:
1. It outlines the typical consumer decision-making process that consumers go through, from need recognition to post-purchase behavior. This includes information search, evaluation of alternatives, and purchase.
2. It discusses factors that influence consumer behavior, such as cultural, social, individual, and psychological factors. It also discusses the roles of different individuals (initiator, influencer, decider, buyer, user) in purchase decisions.
3. It covers concepts like involvement levels, decision rules used by consumers when evaluating options, and ways to reduce post-purchase dissonance.
1) The document discusses code splitting strategies for bundling JavaScript applications, including route-based code splitting, splitting on-demand components, and using the Split Chunks plugin.
2) It recommends optimizing lazy loading through techniques like prefetching and using IntersectionObserver to preload resources the user may visit.
3) The key code splitting strategies discussed are route-based splitting, splitting common dependencies, and splitting asynchronous or on-demand components.
Presented at Web Unleashed 2019
More info at www.fitc.ca/webu
Andréa Crofts
League
Overview
Examining our responsibility as creators to design for disconnection.
The “restore connection” alert isn’t just for devices– it applies to people too. And it’s more important now than ever before.
Digital creators, we need to talk. The rise in mental health as a result of situational stress is a prevailing theme in today’s society, and some of the products we’re building are the root cause. But we have the power to change this. As creators of digital products, how might we enable our users to be more present in their lives? How might we invest in features like Instagram’s activity timer, despite the fact that they’re fundamentally counterintuitive to the usage metrics most behemoth tech companies are driving towards?
We have a responsibility as creators of digital products to enable others to disconnect …and re-connect with themselves, physically and mentally. This intersection is an emerging category Andrea likes to call digital health, and it’s something we can create together.
Objective
To share actionable strategies, principles and considerations for designing with digital health top of mind. Andrea will get into some #realtalk about how we can collectively create more balance and presence for the humans using our products.
Target Audience
Designers and digital creators of all kinds – especially those building digital products at scale!
Level
Open to audience members of any skill level (this is a more high-level talk)
Five Things Audience Members Will Learn
Tips and best-in-class examples of designing for digital health
Design guidelines and principles for designing with digital health in mind
Evidence-based practices to ground your future design decisions
Strategies for re-framing the success metrics of digital products
Design ethics resources
More Related Content
Similar to Why Journey Mapping is Essential for Digital Products
Emotional engagement: The magic ingredient in any customer experienceMary Brodie
This document discusses how to emotionally engage customers through understanding their perspective and problems. It recommends identifying customer characteristics, understanding the problem they want to solve and how the company's solution helps, determining what motivates action, and creating a vision of improved life with the solution. Storytelling using customer emotions can help potential customers envision positive change. The goal is to transition from just creating products to solving problems and changing lives through a community relationship between companies and customers.
The Bright Future of Market Research Smartees WorkshopInSites on Stage
This is the full slidedeck of our Smartees Workshop on 'the Bright Future of Market Research' (11 February, 2014). The main focus is on how both traditional quantitative and qualitative research can be better, fresher and more contemporary by approaching participants and internal stakeholders differently.
1. The document outlines an agenda for a digital marketing strategy workshop covering topics such as establishing basic digital marketing principles, websites, customer segmentation, and homework assignments.
2. Key aspects of developing a digital marketing strategy that were discussed include the 4 P's of marketing - product, price, placement, and promotion. Product definition, pricing strategies, location/placement considerations, and promotional channels are examined.
3. Developing an effective website is emphasized as critical for most businesses in 2018. Factors like clear messaging, professional design, mobile optimization, and answering customer questions quickly are reviewed for crafting a high quality website.
Personalization, Going Beyond the Technology (Como envolver os clientes, sem ...E-Commerce Brasil
Edward Chenard fala sobre "Como envolver os clientes, sem deixar que a tecnologia fique no caminho da relação" no Congresso E-commerce Brasil de Experiência do Cliente 2014.
Demetris C. Hadjisofocli. Presentation of information on how any individual can explore the opportunity to set up and manage their own business and how they can turn an idea into a business opportunity in the area of social enterprise or regular business. This presentation was given to a group of individuals with various types of disabilities and the purpose was to inform them, encourage them, and facilitate their introduction into the business world. A definition of systemic entrepreneurship, a termed and a process that I developed and coined and use the last 2 years, was given out.
This document discusses the importance of personalization and understanding audiences on a deeper level. It argues that traditional segmentation methods are not enough and personalization should go beyond demographics. Effective personalization requires understanding motivations, needs, values, attitudes and behaviors of audiences through qualitative research. It also stresses that companies should view their offerings from the perspective of the audience and understand how the offerings fit into audiences' lives. Taxonomies need to be as deep as the understanding of audiences and content should supplement discussions important to audiences.
The document discusses emerging technologies that can help seniors age in place and remain in their homes through the use of integrated technology solutions. It outlines incentives and concerns for both adult children of seniors and home care companies in adopting new technologies. Key incentives include providing better communication, access to information, and peace of mind. Concerns center around usability, security, and the potential for too much information or distraction from core services. The conclusion emphasizes the importance of understanding different customer groups' needs and providing simple, customizable solutions to gain trust and demonstrate value.
The document discusses emerging technologies that can help seniors age in place and remain in their homes through the use of integrated technology solutions. It outlines incentives and concerns for both adult children of seniors and home care companies in adopting new technologies. Key incentives include providing remote care access and communication for families, and enhancing care quality and marketing for home care providers. Concerns center around usability for seniors and a lack of understanding of technology benefits. The conclusion advocates for user-centered design and clear marketing/sales strategies to gain trust and adoption.
The document discusses emerging technologies that can help seniors age in place and remain in their homes through the use of integrated technology solutions. It outlines incentives and concerns for both adult children of seniors and home care companies in adopting new technologies. Key incentives include improved communication, remote care management, and peace of mind. Concerns center around usability, intrusiveness, and the potential reduction of in-person care hours. The document concludes with recommendations around user-centered design, developing trust in technology-focused brands, tailored marketing, internal champions, and outcomes measurement.
I gave this presentation to an undergraduate Design Research class at the University of Kansas, taught by Julia Eschman and Tamara Christensen, in March 2011. It focuses on the importance of finding the right people to drive insights for ethnographic/design research, and addresses tactics for doing so.
Recruiting is a key part of the design research process that often does not get the attention it deserves, to the detriment of project outcomes. I invite you to share your experiences and questions, to build a dialogue about this topic!
This document discusses new approaches to social marketing, including addressing "wicked problems" that are difficult to define and solve. It emphasizes the importance of understanding people's experiences through design research and working with communities. The scope of social marketing is expanding from focusing on individuals to also considering organizations, social networks, communities, markets, and public policies. Theories of behavior change can help guide program design and adoption. Co-creating value with communities is highlighted. Journey maps can be used to illustrate the process of behavior adoption. An ideal customer experience should be compelling, orienting, embedded in people's lives, generative, and lead people to talk to others about it. Rethinking approaches to honor people, radiate value, engage
Alison is shopping for a new sofa that is large enough to fit her entire growing family comfortably. Her current sofa was damaged in a flood and needs replacing quickly. As a busy mom with three children aged 9, 12, and 14, she has more free time during the week when the kids are at school but less time on weekends and holidays when the children accompany her shopping. Quality and durability are important factors as her eldest son is already 6 feet 6 inches tall. While price flexible, she prioritizes value for money from a high quality sofa. In-store browsing and advice from friends influence her research process more than digital channels.
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.
ChildStory District Solutions Showcase - TACSI/FutureGov Part 2ChildStory
On 5 February we held a showcase of seven simple technology solutions that were thought up, designed and tested by Districts.
These solutions not only have the potential to make an immediate impact, but are critical in designing the range of broader technical solutions the ChildStory program will deliver.
Over one hundred frontline staff from across the state, the FACS Secretary and the program team came to Alexandria to see the progress of seven innovative solutions, but also to get hands-on experience using them to evaluate how they could support practice.
This is the presentation from one of the companies we're working with.
Third Brain Studio specializes in user experience research for tech and healthcare. It conducts various types of qualitative research like interviews, focus groups, and observational studies to understand customer needs. Past clients include Intel, Providence Health, and Blue Cross Blue Shield. The company aims to transform clients' understanding of customers and help create compelling experiences through well-executed research.
The Bright Future of Market Research Smartees WorkshopInSites on Stage
This is the full slidedeck of our Smartees Workshop on 'the Bright Future of Market Research' in Utrecht (15 April, 2014). The main focus is on how both traditional quantitative and qualitative research can be better, fresher and more contemporary by approaching participants and internal stakeholders differently.
The document discusses various aspects of consumer behavior, including:
1. It outlines the consumer decision-making process and factors that influence it such as culture, personal characteristics, and psychological factors.
2. It describes the different stages consumers go through from need recognition to post-purchase evaluation, and the internal and external information sources that influence each stage.
3. It discusses concepts like cognitive dissonance and the different levels of involvement consumers have for various purchase decisions.
The document discusses various aspects of consumer behavior, including:
1. It outlines the typical consumer decision-making process that consumers go through, from need recognition to post-purchase behavior. This includes information search, evaluation of alternatives, and purchase.
2. It discusses factors that influence consumer behavior, such as cultural, social, individual, and psychological factors. It also discusses the roles of different individuals (initiator, influencer, decider, buyer, user) in purchase decisions.
3. It covers concepts like involvement levels, decision rules used by consumers when evaluating options, and ways to reduce post-purchase dissonance.
Similar to Why Journey Mapping is Essential for Digital Products (20)
1) The document discusses code splitting strategies for bundling JavaScript applications, including route-based code splitting, splitting on-demand components, and using the Split Chunks plugin.
2) It recommends optimizing lazy loading through techniques like prefetching and using IntersectionObserver to preload resources the user may visit.
3) The key code splitting strategies discussed are route-based splitting, splitting common dependencies, and splitting asynchronous or on-demand components.
Presented at Web Unleashed 2019
More info at www.fitc.ca/webu
Andréa Crofts
League
Overview
Examining our responsibility as creators to design for disconnection.
The “restore connection” alert isn’t just for devices– it applies to people too. And it’s more important now than ever before.
Digital creators, we need to talk. The rise in mental health as a result of situational stress is a prevailing theme in today’s society, and some of the products we’re building are the root cause. But we have the power to change this. As creators of digital products, how might we enable our users to be more present in their lives? How might we invest in features like Instagram’s activity timer, despite the fact that they’re fundamentally counterintuitive to the usage metrics most behemoth tech companies are driving towards?
We have a responsibility as creators of digital products to enable others to disconnect …and re-connect with themselves, physically and mentally. This intersection is an emerging category Andrea likes to call digital health, and it’s something we can create together.
Objective
To share actionable strategies, principles and considerations for designing with digital health top of mind. Andrea will get into some #realtalk about how we can collectively create more balance and presence for the humans using our products.
Target Audience
Designers and digital creators of all kinds – especially those building digital products at scale!
Level
Open to audience members of any skill level (this is a more high-level talk)
Five Things Audience Members Will Learn
Tips and best-in-class examples of designing for digital health
Design guidelines and principles for designing with digital health in mind
Evidence-based practices to ground your future design decisions
Strategies for re-framing the success metrics of digital products
Design ethics resources
Presented at Web Unleashed 2019
More info at www.fitc.ca/webu
Luke DeWitt
REDspace
Overview
JavaScript’s popularity has exploded over the last decade, taking it from a laughable scripting language to one that powers much of the web today. Because it’s so flexible and so easy to learn, it’s extremely popular with new developers looking to cut their teeth in programming. However, these strengths are also weaknesses, as it’s incredibly easy to write bad JavaScript without even knowing it.
A lot of these newer developers jump from “Hello, World!”, to TodoMVC in order to find the library that makes their life easier. By doing this, they skip over some of the important details of not only how JavaScript works, but also how to optimize its performance to ensure the best user experience.
The Chrome profiler is a very handy tool that not a lot of developers have experience with. In this talk, we’ll take a beginner’s look at the profiler tool and examine how to use it to best improve your web application, and identify bottlenecks in your code without having to rely only on console.log statements.
Objective
To help developers understand how to better make use of the JavaScript profiler.
Target Audience
Any JavaScript developers
Assumed Audience Knowledge
Basic JavaScript
Level
Beginner / intermediate
Five Things Audience Members Will Learn
Javascript inner-workings
Profiling concepts
Identifying bottlenecks
Profiling node applications
Tooling
presented at Web Unleashed 2019
For more info see https://fitc.ca/event/webu19/
Kevin Daly RBC Ventures
Every developer has faced the difficult choice of deciding what tech stack they should use for a new project. Should you use the latest tech or something that everyone knows? Which framework is the best for your team? To survive your tech stack, developers must make trade-offs with developing on new tech stacks and the ability to maintain and scale their applications.
In this presentation, you’ll learn how to evaluate your tech stack and understand the pros and cons of using bleeding edge technology. Using his past experiences, Kevin will also share his lessons learned and how his team tackles managing their tech stack today.
Presented at FITC Toronto 2019
More info at www.fitc.ca/toronto
Bushra Mahmood
Unity Technologies
Overview
In this talk, Bushra Mahmood will explain how to articulate and pitch augmented reality as a viable medium to help solve problems. Learn about what makes an AR application come together on both mobile devices and headsets. Uncover different tools and methodologies for problem-solving and making a compelling story.
By properly understanding this technology and its parts, creatives can take an active role in shaping and defining this new space in computing.
Objective
Learn the tools and techniques required to pitch an augmented reality project.
Target Audience
Designers, product managers, product stakeholders.
Assumed Audience Knowledge
An understanding of product design and an awareness of AR
Five Things Audience Members Will Learn
The right language to use when explaining ‘spatial’ design
The different requirements and considerations for scoping an AR project
The tools that are currently available for AR authoring
Insights into what the near and far future will hold for this medium.
An example of an AR application pitch
Start by Understanding the Problem, Not by Delivering the AnswerFITC
Presented at FITC Toronto 2019
More info at www.fitc.ca/toronto
Karri Ojanen
RBC Royal Bank of Canada
Overview
Over the past number of years companies have adopted the idea of customer-centricity. People across functions can fluently talk about the importance of paying special attention to end-user needs and overall customer experience.
But innovation and forward-thinking ideas that connect both customer and business needs can’t simply be squeezed out of brainstorm sessions and sticky notes if the organization doesn’t learn how to effectively look outside of its own silos. In this session, Karri will show how to move from jumping to solutions to driving innovation by understanding the question first.
Target Audience
Designers, researchers, strategists, product managers, and technology leads
Three Things Audience Members Will Learn
Methodologies and tools to form insights out of a holistic understanding of customer challenges
How to synthesize data to form a vision of the better future
How to break the vision into manageable chunks that drive value for the business and the customer at every launch
Cocaine to Carrots: The Art of Telling Someone Else’s StoryFITC
Presented at FITC Toronto 2019
More info at www.fitc.ca/toronto
Alan Williams
Imaginary Forces
Overview
During dailies as an intern at Imaginary Forces, Alan’s director, Karin Fong, would follow her animation feedback with one of the scariest and empowering questions of his career, “what do you think?” Over the last eight years, Alan’s transition from technician to creative director came from a dramatic shift in how he approached and answered that question. By examining larger conceptual principles to practical application in commercial and tv/film design, such as HBO’s Vinyl and Netflix’s Anne with an E, he will share hard-learned lessons that can empower you, whether in Photoshop, behind a camera, or pitching to clients, in developing and selling your creative voice.
Target Audience
Visual communicators eager to become more evocative storytellers
Five Things Audience Members Will Learn
‘Method branding’ in a selfie culture
O.C.D. (observe, collect, dissect) & the imagination
The resuscitating power of rearrangement
Pertinence vs pipeline: the crippling cage of routine
Less pitching, more poetry
Everyday innovation is defined as a daily process of introducing new ideas, devices, or methods through small improvements. There are different types of innovation, including empowering, sustaining, efficiency, and disruptive innovation. Everyday innovation focuses on making incremental improvements through collaboration, identifying opportunities by listening for user needs, and building habits of innovation. Effective collaboration and feedback are important to driving everyday innovation, with feedback working best when it is specific, goal-oriented, organized, relevant and timely.
Presented at FITC Toronto 2019
More info at www.fitc.ca/toronto
Chris Zacharias
imgix
Overview
The average website loads over 1.5MBs of content per page, making over 75 requests. Many popular websites are serving over 5MBs just to load their homepages. And these numbers represent measurements taken AFTER compression is applied. The full weight of many popular websites is pushing 20+ MBs these days. In an era where performance truly matters to the end user experience, web developers need techniques to help curtail this bloat in data down the wire.
No matter how well you optimize, there is no better way to than to delete things you do not need. How does one determine what is essential to the user experience and what is not? One answer Chris posits is to develop a hyper-lightweight version of your website which will provide critical insights into your specific performance priorities. This is a process that he has leveraged on many projects, in particular at YouTube to reduce the size of the video watch page from 1.5MBs to 100KBs. In this talk, Chris will take real-world web pages and show techniques for dramatically reducing their page weight and for identifying areas to optimize, while outlining the key steps to doing this well.
Objective
Learn a process for building a hyper-lightweight version of your website for establishing reasonable performance budgets, grounded in reality, to work from.
Target Audience
Web developers
Assumed Audience Knowledge
HTML, CSS, Javascript, some server-side awareness.
Level
Intermediate
Five Things Audience Members Will Learn
How to analyze a web page for performance issues
A holistic approach to deconstructing an existing website
A clear process for building a hyper-lightweight version of your website
Translating your findings into real performance priorities
Establishing a realistic performance budget
Presented at FITC Toronto 2019
More info at www.fitc.ca/toronto
Michael Fullman
VT Pro Design
Overview
An exploration of the process of creation. We live in a time where technology and inspiration are more readily available and accessible than ever before. That being said we also live in a time that mostly highlights the successes of projects and process. In this particular talk Michael wants to touch on the process of creation with technology at VT Pro, to further explore a full circle approach to inspiration and creation where often times our next project is inspired by something learned in the process of creating something else.
By exploring what went wrong and what went right in a number of different projects he’s created, Michael will touch on points where inspiration can be found in this world of seemingly endless technology; the importance of collaboration; what can be learned from the moments that don’t necessarily go as planned; and how often projects come close to failure than the audience ever knows. Lastly he wants to touch on the process of finding personal inspiration to inspire an audience, and the momentum to push further that comes from their energy.
Objective
Things often don’t go as planned, but often that’s the fun part.
Target Audience
Creative technologists and experience designers
Five Things Audience Members Will Learn
Collaborative process
Giving personality to a piece of technology
How to learn from the unexpected
We all start somewhere (the journey is just as important as the destination)
Everything is possible now
Post-Earth Visions: Designing for Space and the Future HumanFITC
Presented at FITC Toronto 2019
More info at www.fitc.ca/toronto
Sands Fish
MIT Media Lab
Overview
Today, the environments that humans occupy in space are designed for survival. Humans are carefully shuttled to and from space, and during their relatively short stays, they are provided with minimum supplies to remain alive and able to perform experiments. As we begin to plan less for short visits and more for life in space (such as a six to eight month trip to Mars and beyond) the question becomes: What does human culture look like in space?
This talk will explore how human culture, design, and creativity might evolve as we begin to live in space, and the unique environmental conditions that might guide us in certain directions, just as the environment on Earth has. It will discuss space tourism, living in zero gravity, and some experiments in art and design that hint at future aesthetics.
Objective
Convey what opportunities exist at the outset of a more democratized New Space age, and call out the aesthetics, ethics, and cultural frontiers we find ourselves faced with at the end of the second decade of this century.
Target Audience
Those interested in the future of human life in space
Five Things Audience Members Will Learn
The history of human culture in space
Unique design constraints and considerations when designing for zero gravity
The experience of flying in a zero-g flight
The aesthetics at play in human spacefaring — (what has been)
New forms, new materials, new ideas — (what might be)
The Rise of the Creative Social Influencer (and How to Become One)FITC
Presented at FITC Toronto 2019
More info at www.fitc.ca/toronto
Lindsay Munro
Adobe XD
Overview
Your social network could be more valuable than the work you’re doing today, because it could (and should) lead to the opportunities you get tomorrow. Your next post could result in your next recommendation, job, collaboration, exhibit, and next level experience.
In this session, you’ll learn how to hone and build your online social media presence to attract brands and engage in the modern-day endorsement deal. Get a behind-the-scenes perspective on the things brands look for in creative profiles and the rules of engagement.
Objective
Teach the ins and outs of what it means to be a creative social influencer.
Target Audience
Creatives looking to up level their social media presence and strike brand partnerships.
Things Audience Members Will Learn
How to set yourself up for “success” on social media
The importance of working with the right brands
Figuring out compensation and negotiating contracts
The ins and outs of disclosure and liability
How to not mess it up
Presented at FITC Toronto 2019
More info at www.fitc.ca/toronto
Amelie Rosser
Jam3
Overview
For the past two years Jam3 worked alongside Joy Kogawa and the NFB to create East of the Rockies, an augmented reality storytelling experience.
East of the Rockies is the first interactive AR game of its kind. The story takes users through a piece of Canadian history where Japanese Canadians were forced to leave their homes and live at internment camps during WWII.
This talk will cover the creation of the game: from concept and storyboarding, to the development process in Unity and various challenges and questions to consider from a creator’s perspective.
Objective
To let the audience in on the behind the scenes of developing an AR experience like East of the Rockies.
Target Audience
For those interested in Augmented Reality storytelling and game development.
Five Things Audience Members Will Learn
AR techniques using Unity
Storytelling in AR
Prototyping interactions in AR
Game state management using Unidux
Game optimization techniques in Unity
The Knowledge Society: Three Talks About the Future
Futurism Innovation Science
Isabella Grandic
The Knowledge Society
Overview
Join three incredible, young, and brilliant minds as they present their findings on topics that we’ll all have to deal with in the not so distant future. This series of talks will explore how exponential technologies like synthetic farming, nanotechnology, and quantum computing can be used to solve some of the world’s most difficult problems.
The speakers are all students of The Knowledge Society (TKS), a human accelerator for high school students designed to help them impact billions. TKS encourages students to take risks and think big.
Ayaan Esmail‘s talk will cover creating a proactive healthcare system
World Transformation: The Secret Agenda of Product DesignFITC
R.C. Woodmass
Crescendo
Overview
The reports are in: how we relate to technology directly affects how we relate to other humans, to our environments, and to ourselves. Are we headed for a technological dystopia, where robots are in charge and empathy is just a word for the history books? Not necessarily! Learn how the interfaces we interact with can teach us how to be better communicators, increase our understanding of each other, and how product design might be the key to building a positive future for all.
Objective
Directly address fear and skepticism about technology, inspiring all who design and build tech to think more empathetically when building UX and UI.
Target Audience
Product designers, HR specialists, and anyone skeptical about technology
Three Things Audience Members Will Learn
How to create user interfaces that are flexible enough to include everyone, even if they can’t keep up with all the different identities and new labels that people are using
What is conversation design, and how it has the power to teach people how to communicate
How AI has the potential to be more inclusive than previous data analysis systems, if we leverage its weaknesses to the human advantage
This document discusses various topics related to video games and digital media including the power of now, video games from PlayStation and PC demos, games editors, live events featuring popular musicians, current uses of augmented reality, and real-time ray tracing technology. It features various images related to the topics.
Hasan Ahmad
Aquent DEV6
Overview
PWAs are a newly emerging delivery format for web, desktop apps. The fact that they can be installed on a client device and behave like natively installed apps means that special care should be taken when designing and building these types of apps, above and beyond a typical browser-only web application. One of the most important (potential) differentiators in the user experience of a PWA app vs a traditional web app is the ability to provide a high-performance UI because of their ability to do things like cache resources offline, including entire pieces of Web UI code, and the use of background services. In this talk we are going to do an exhaustive overview of the entire landscape of building PWAs from a performance-first perspective.
Target Audience
Web development teams
Assumed Audience Knowledge
Web Development fundamentals
Objective
Large enterprise applications
Five Things Audience Members Will Learn
Why PWA’s require performance engineering
What tools are available to measure performance metrics
Offline caching strategies
Host device considerations: desktop and mobile
Taking advantage of background code: Service Workers
The document discusses the rise of the JAMstack, which stands for JavaScript, APIs, and Markup. It describes how the JAMstack architecture uses static sites, content managed by headless CMSes, and APIs to provide performance and security benefits compared to traditional monolithic frameworks. Key advantages of the JAMstack include faster load times, higher security since there are fewer moving parts, and easier scalability using CDNs. The document outlines the various ingredients that make up the JAMstack like static site generators, hosting providers, and serverless functions, and provides examples of how popular sites have benefited from adopting this architecture.
From Closed to Open: A Journey of Self DiscoveryFITC
Midge “Mantissa” Sinnaeve
Mantissa
Overview
Midge will be speaking about his experience of switching to open source applications for his freelance work. From ditching expensive software subscriptions to going down the linux rabbit hole, he’ll take you along for the ride and show you some cool stuff along the way.
It’s an in-depth look at what happens when your digital tools become an extension of yourself and how that can in turn inspire you to get better as an artist and find your style.
Objective
Taking a critical look at how you work and why.
Target Audience
(Motion) designers, 3D & VFX artists
Four Things Audience Members Will Learn
Open Source Design Tools
Self-criticism
Inspiration
Letting go
This document discusses several art projects including 42 SKULLS which offers limited edition prints, THE LIGHTS, and SOFT BOTS. It also mentions UWATELA's new materials and presentation as well as AMERDAHL.
HijackLoader Evolution: Interactive Process HollowingDonato Onofri
CrowdStrike researchers have identified a HijackLoader (aka IDAT Loader) sample that employs sophisticated evasion techniques to enhance the complexity of the threat. HijackLoader, an increasingly popular tool among adversaries for deploying additional payloads and tooling, continues to evolve as its developers experiment and enhance its capabilities.
In their analysis of a recent HijackLoader sample, CrowdStrike researchers discovered new techniques designed to increase the defense evasion capabilities of the loader. The malware developer used a standard process hollowing technique coupled with an additional trigger that was activated by the parent process writing to a pipe. This new approach, called "Interactive Process Hollowing", has the potential to make defense evasion stealthier.
Ready to Unlock the Power of Blockchain!Toptal Tech
Imagine a world where data flows freely, yet remains secure. A world where trust is built into the fabric of every transaction. This is the promise of blockchain, a revolutionary technology poised to reshape our digital landscape.
Toptal Tech is at the forefront of this innovation, connecting you with the brightest minds in blockchain development. Together, we can unlock the potential of this transformative technology, building a future of transparency, security, and endless possibilities.
Discover the benefits of outsourcing SEO to Indiadavidjhones387
"Discover the benefits of outsourcing SEO to India! From cost-effective services and expert professionals to round-the-clock work advantages, learn how your business can achieve digital success with Indian SEO solutions.
Gen Z and the marketplaces - let's translate their needsLaura Szabó
The product workshop focused on exploring the requirements of Generation Z in relation to marketplace dynamics. We delved into their specific needs, examined the specifics in their shopping preferences, and analyzed their preferred methods for accessing information and making purchases within a marketplace. Through the study of real-life cases , we tried to gain valuable insights into enhancing the marketplace experience for Generation Z.
The workshop was held on the DMA Conference in Vienna June 2024.
11. How do we choose which product
to focus on?
Is this an outcome that will improve
adoption or engagement?
How do we improve the
experience of this product?
12. Despite our best efforts of
designing for people, we’re
failing them.
43. Talk to your customers.
Talk to your sales and
support staff.
Talk to people who have
purchased related products.
44. Ask people how they
identify and solve the
problem your organization
is looking to solve.
45. Example stages of a
customer journey.
Parent Care Customer Journey
for Adult Children
Problem Identification
Define Need—1-2 weeks Search and Share—2-4 weeks
Stages
User Tasks
Problem Analysis Internal Discussion of Options External Res
Planning funeral
Attending specialist’s appointments
Spending time at the hospital
Consulting with government
funded services
Search for resources
(offline, internet)
Speak to experts or family/friends
who have gone through the
experience
Consult with loved one
Setting up supports to assist
with activities of daily living
Work with publicly available supports
(e.g. CCAC coverage)
Hire home care or family take on
care/daily responsibilities.
Explore long-term options:
i. retirement home living
ii. make home senior friendly
iii. hire home care provider
Conduct Goog
Seek out word
Seek out referra
service provide
psychological, fi
Work with publ
(e.g. CCAC cove
47. If you have various types of
customers, each of them
may even follow different
stages.
48. What the user is trying to
accomplish.
What tasks they’ll perform to
get there.
Their state of mind at the time.
49. Parent Care Customer Journey
for Adult Children
Problem Identification
Define Need—1-2 weeks
Ask our experts
Blog
Resources
Social channels
Advertising
PR
Search locations
Share locations
Shortlists
Comparitive view of locations
Share location shortlists
Tour booking &
confirmation
Advisors
Partnerships
Advisors
Partnerships
Advertising
SEO
FAQ
Resource Content
SEO
Awareness
Search and Share—2-4 weeks Final Review—2-3 weeks Commit—1 -2 weeks Moving into home Living at home
Stages
Relevance
User Tasks
Players
Media
Tactics
User Thoughts
User Feelings
Problem Analysis Internal Discussion of Options External Research Comparison of Options Purchase Decision Post-purchaseTours & Interviews
Ask our experts
Blog
Resources
Ask our experts
Blog
Resources
I’m afraid for my parent’s safety.
Will my parents be able to meet
needs of their daily living?
It’s taking too much time to organize
interim solutions while planning for
the future.
How serious is it?
How safe is it to live at home?
How long will the problem last?
What supports exist in my
community?
How much money do we have to
put towards the problem?
How long can the family take on
care/daily responsibility?
Will my parent(s)/other family
members be able to come to a
decision together?
Do we want to move the parent
out of their home?
Should we sell the home or
renovate it?
I don’t know where to begin.
I don’t have enough time to dedicate
hours of research and making calls
can be difficult at work.
I’m letting things drop at work and
with my other responsibilities.
Both home-care and retirement
living are expensive.
If I sell the house, I have to deal with
all of the downgrading and moving
Will my parent be able to live here until RIP?
What are my parents needs versus their wants?
Are the people that live here happy?
How do I continue to care give once
my parent moves in?
Are there social activities available? Is the food
tasty? Is it clean? Is there access to
transportation? Do the staff care about the
residents?
What’s included in the rental price and what is
extra?
I have to plan to pay more for care on top of
the costs of monthly rent.
Is my parent going to be with people that are s
icker than them?
Planning funeral
Attending specialist’s appointments
Spending time at the hospital
Consulting with government
funded services
Search for resources
(offline, internet)
Speak to experts or family/friends
who have gone through the
experience
Consult with loved one
Setting up supports to assist
with activities of daily living
Work with publicly available supports
(e.g. CCAC coverage)
Hire home care or family take on
care/daily responsibilities.
Explore long-term options:
i. retirement home living
ii. make home senior friendly
iii. hire home care provider
Conduct Google search
Seek out word of mouth referrals
Seek out referral to resources by
service providers (legal, medical,
psychological, financial, workplace)
Work with publicly available supports
(e.g. CCAC coverage)
Service providers (care staff at
hospital or rehabilitation clinics)
Immediate family members and
close friends
Low Medium Medium High
Service providers (Seniors
transportation providers, grocery
delivery, pharmacy, Our Business)
Immediate family members and
close friends
Trusted advisors (HR, workplace
support programs, lawyers,
financial advisors)
Service providers (real estate agents,
government assistsance—ie, CCAC
worker, Our Business)
Immediate family members and
close friends
Trusted advisors (lawyers,
financial advisors)
Adult children
Service providers (retirement home
sales staff, home-care providers,
Our Business)
Resource providers
Workplace supports/HR department
Social Workers
Family
Service providers
(retirment home sales staff,
Our Business)
Resource providers
Family
Service providers
(retirment commmunity staff,
Our Business)
Resource providers
Select homes to short-list (~4)
Compare options
(rental price, care type, location)
Share information with
stakeholders
Complete needs analysis of homes
based on parent needs/wants
Panic
Crisis mode
Reacting to immediate needs
Stress around how time consuming
caring for their parent is
Grief
Helplessness
Fear for their parent
Ambiguity around the unknown
Guilt that you have to change
the course of their parent’s life
Guilt and sadness
Worry about making the right
decision
Confusion/helplessness around
where to go for resources,
Fear that their loved one is socially
isolated because they’re losing
independence
Overwhelmed
Guilty
Shock
Who is running the tour, where is it,
what time is it, how far is it from
the next tour?
What if the people at the home
seem a lot older than my parent?
What kinds of social programs are
around?
Book tours M-F during working
hours or aft
Coordinate times with other
stakeholders
Schedule life around tours
Go on actual tour
High
Ambiguity around what to expect
from retirement homes
Fear that their parent will “break
down” at any point
Shock at wait-list information
(if applicable, usually only in urban
areas)
Stress managing the tour
information
Family
Service providers
(retirment commmunity staff,
Our Business)
Resource providers
Trusted advisors (lawyers,
financial advisors)
Service providers (downgrading
company, moving company,
real-estate agents, auction houses)
This process is taking over my life
and I want the decision to be made
What is my parent’s monthly
allowance?
How much can we get from the
sale of the house?
Do I have to supplement costs?
Will the costs rise as they need
more care?
Looking at finances/sale of the
house
Discuss with stakeholders
Review whether the home meets
parent’s needs and wants
Discuss with parents
Pack up the old home
Downsize belongings
Sell old belongings
Prepare parents for move, make
sure new apartment is set-up
(painted, carpets changed)
Shift from being a caregiver to
being an advocate
Visiting parents to check in and
spend time together
Medium Moderate Low
Guilt regarding the feelings of
burden this is causing them
Stress because they are dropping
other work/family responsibilities
Tension communicating with
parent(s) around shifting their
lifestyle
Overwhelmed because juggling
real-estate conversations around
sale of the house and figuring out
monthly allowance for living
+ care costs
Relief around making a decision
Worry about making the best
No looking back now
What belongings do me/my family
members keep and what do we sell?
Do we need to set up any other
services for the retirement home?
E.g. transportation, CCAC care
coming to the home
Sadness to be giving up the old
family home/belongings
Tension organizing everything
with parents
Overwhelmed because juggling
multiple service providers
Family (immediate)
New friends made at the
retirement home
Service providers (retirement
community operational staff,
care providers)
How can I make my parent know
that I care about them?
How can I become involved with
my parent at the retirement home?
Do my parents need any additional
support that I have to pay for?
Life is returning to normal
Important date notificationsCustomer followup
Relief but also guilt about not
visiting parents enough
Overwhelmed at the variables to be considered
Frustrated by the lack of consolidated/
comparable information
Confused as to the various care options
Guilt/fear towards choosing the wrong place
Anxious once they realize the costs associated
Frustrated because information online requires
calling resources
Upset imagining their parent living at a home
Choose Retirement Living Choose Other
High
Select from:
Home care
Renovations
Social supports
Family support
Resource for when living at
home is no longer an option
Support caregiver through
useful dialog or information
Support caregiver through
retirement calculator
Medium
Service providers (banks and
institutions, Our Business)
Trusted advisors (lawyers,
financial advisors)
Resource providers
Social Workers
Family
If more information or options
are required.
When you have your journey
mapped out you’ll have
something like this.
50. “The importance of customer
journey maps exceeds their
prevalence.”
@chrisrisdon Capital One (2011)
55. So how does this translate to
something actionable?
56. By understanding the customer
journey and the organizational
model and capabilities, we can
begin to align the organization
to the customer journey.
71. Map the customer journey
from the customer’s point of
view, not yours.
72. Parent Care Customer Journey
for Adult Children
Problem Identification
Define Need—1-2 weeks
Ask our experts
Blog
Resources
Social channels
Advertising
PR
Search locations
Share locations
Shortlists
Comparitive view of locations
Share location shortlists
Tour booking &
confirmation
Advisors
Partnerships
Advisors
Partnerships
Advertising
SEO
FAQ
Resource Content
SEO
Awareness
Search and Share—2-4 weeks Final Review—2-3 weeks Commit—1 -2 weeks Moving into home Living at home
Stages
Relevance
User Tasks
Players
Media
Tactics
User Thoughts
User Feelings
Problem Analysis Internal Discussion of Options External Research Comparison of Options Purchase Decision Post-purchaseTours & Interviews
Ask our experts
Blog
Resources
Ask our experts
Blog
Resources
I’m afraid for my parent’s safety.
Will my parents be able to meet
needs of their daily living?
It’s taking too much time to organize
interim solutions while planning for
the future.
How serious is it?
How safe is it to live at home?
How long will the problem last?
What supports exist in my
community?
How much money do we have to
put towards the problem?
How long can the family take on
care/daily responsibility?
Will my parent(s)/other family
members be able to come to a
decision together?
Do we want to move the parent
out of their home?
Should we sell the home or
renovate it?
I don’t know where to begin.
I don’t have enough time to dedicate
hours of research and making calls
can be difficult at work.
I’m letting things drop at work and
with my other responsibilities.
Both home-care and retirement
living are expensive.
If I sell the house, I have to deal with
all of the downgrading and moving
Will my parent be able to live here until RIP?
What are my parents needs versus their wants?
Are the people that live here happy?
How do I continue to care give once
my parent moves in?
Are there social activities available? Is the food
tasty? Is it clean? Is there access to
transportation? Do the staff care about the
residents?
What’s included in the rental price and what is
extra?
I have to plan to pay more for care on top of
the costs of monthly rent.
Is my parent going to be with people that are s
icker than them?
Planning funeral
Attending specialist’s appointments
Spending time at the hospital
Consulting with government
funded services
Search for resources
(offline, internet)
Speak to experts or family/friends
who have gone through the
experience
Consult with loved one
Setting up supports to assist
with activities of daily living
Work with publicly available supports
(e.g. CCAC coverage)
Hire home care or family take on
care/daily responsibilities.
Explore long-term options:
i. retirement home living
ii. make home senior friendly
iii. hire home care provider
Conduct Google search
Seek out word of mouth referrals
Seek out referral to resources by
service providers (legal, medical,
psychological, financial, workplace)
Work with publicly available supports
(e.g. CCAC coverage)
Service providers (care staff at
hospital or rehabilitation clinics)
Immediate family members and
close friends
Low Medium Medium High
Service providers (Seniors
transportation providers, grocery
delivery, pharmacy, Our Business)
Immediate family members and
close friends
Trusted advisors (HR, workplace
support programs, lawyers,
financial advisors)
Service providers (real estate agents,
government assistsance—ie, CCAC
worker, Our Business)
Immediate family members and
close friends
Trusted advisors (lawyers,
financial advisors)
Adult children
Service providers (retirement home
sales staff, home-care providers,
Our Business)
Resource providers
Workplace supports/HR department
Social Workers
Family
Service providers
(retirment home sales staff,
Our Business)
Resource providers
Family
Service providers
(retirment commmunity staff,
Our Business)
Resource providers
Select homes to short-list (~4)
Compare options
(rental price, care type, location)
Share information with
stakeholders
Complete needs analysis of homes
based on parent needs/wants
Panic
Crisis mode
Reacting to immediate needs
Stress around how time consuming
caring for their parent is
Grief
Helplessness
Fear for their parent
Ambiguity around the unknown
Guilt that you have to change
the course of their parent’s life
Guilt and sadness
Worry about making the right
decision
Confusion/helplessness around
where to go for resources,
Fear that their loved one is socially
isolated because they’re losing
independence
Overwhelmed
Guilty
Shock
Who is running the tour, where is it,
what time is it, how far is it from
the next tour?
What if the people at the home
seem a lot older than my parent?
What kinds of social programs are
around?
Book tours M-F during working
hours or aft
Coordinate times with other
stakeholders
Schedule life around tours
Go on actual tour
High
Ambiguity around what to expect
from retirement homes
Fear that their parent will “break
down” at any point
Shock at wait-list information
(if applicable, usually only in urban
areas)
Stress managing the tour
information
Family
Service providers
(retirment commmunity staff,
Our Business)
Resource providers
Trusted advisors (lawyers,
financial advisors)
Service providers (downgrading
company, moving company,
real-estate agents, auction houses)
This process is taking over my life
and I want the decision to be made
What is my parent’s monthly
allowance?
How much can we get from the
sale of the house?
Do I have to supplement costs?
Will the costs rise as they need
more care?
Looking at finances/sale of the
house
Discuss with stakeholders
Review whether the home meets
parent’s needs and wants
Discuss with parents
Pack up the old home
Downsize belongings
Sell old belongings
Prepare parents for move, make
sure new apartment is set-up
(painted, carpets changed)
Shift from being a caregiver to
being an advocate
Visiting parents to check in and
spend time together
Medium Moderate Low
Guilt regarding the feelings of
burden this is causing them
Stress because they are dropping
other work/family responsibilities
Tension communicating with
parent(s) around shifting their
lifestyle
Overwhelmed because juggling
real-estate conversations around
sale of the house and figuring out
monthly allowance for living
+ care costs
Relief around making a decision
Worry about making the best
No looking back now
What belongings do me/my family
members keep and what do we sell?
Do we need to set up any other
services for the retirement home?
E.g. transportation, CCAC care
coming to the home
Sadness to be giving up the old
family home/belongings
Tension organizing everything
with parents
Overwhelmed because juggling
multiple service providers
Family (immediate)
New friends made at the
retirement home
Service providers (retirement
community operational staff,
care providers)
How can I make my parent know
that I care about them?
How can I become involved with
my parent at the retirement home?
Do my parents need any additional
support that I have to pay for?
Life is returning to normal
Important date notificationsCustomer followup
Relief but also guilt about not
visiting parents enough
Overwhelmed at the variables to be considered
Frustrated by the lack of consolidated/
comparable information
Confused as to the various care options
Guilt/fear towards choosing the wrong place
Anxious once they realize the costs associated
Frustrated because information online requires
calling resources
Upset imagining their parent living at a home
Choose Retirement Living Choose Other
High
Select from:
Home care
Renovations
Social supports
Family support
Resource for when living at
home is no longer an option
Support caregiver through
useful dialog or information
Support caregiver through
retirement calculator
Medium
Service providers (banks and
institutions, Our Business)
Trusted advisors (lawyers,
financial advisors)
Resource providers
Social Workers
Family
If more information or options
are required.
Here’s a journey map for a
company that helps people
find retirement homes.
73. Comparison of Options
Family
Service providers
(retirment home sales staff,
Select homes to short-list (~4)
Compare options
(rental price, care type, location)
Share information with
stakeholders
Complete needs analysis of homes
based on parent needs/wants
Choose Retirement Living Choose Other
Select from:
Home care
Renovations
Social supports
Family support
Service providers (banks and
institutions, Our Business)
Trusted advisors (lawyers,
There are a number of
options in addition to
retirement homes.
80. The smart filter introduced
capabilities that benefitted
both the customer and the
organization.
81. DAILY ROUTINE
NOT OK
FILTRATION
SYSTEM
OK
UPDATE PLANT
STATUS REPORT
(PRODIGY-D/M)
CHECK MAINTENANCE
SCHEDULE
(PRODIGY-D/M)
CONDUCT PRODIGY-D
PRESCRIBED MAINTENANCE
(filtration system/plant)
EXIT FACILITY
UPDATE PLANT STATUS REPORT
(PRODIGY-D/M)
PLANT STATUS REPORT
HAND-OFF
(PRODIGY-D/M)
SIGN OUT
(PRODIGY-D/M)
FILTRATIO
RESPONSIBIL
DAILY ROUTINE
ENTER FACILITY SIGN IN
(PRODIGY-D)
RECEIVE INITIAL PLANT
STATUS REPORT HAND-OFF
(PRODIGY-D)
START INSPECTION
(PRODIGY-D/M,
LED indicators,
walk-around)
START
SAMPLE
(retrieve kit, draw,
submit sample)
FLUID ISSUE
MECHANICAL
ISSUE (leak)
FILTER ISSUE VERIFY
FIX
(sight,
PRODIGY-M)
CORRECTIVE
ACTION
(check connections,
by-pass filter,
shut down system,
disassemble, diagnose,
repair, reassemble
restart system)
VERIFY
FIX
(sight,
PRODIGY-M)
NOT O
PROCES
(PRODIGY
REPLACE
FILTER
(by-pass filter,
shut down system,
disassemble,
install, reassemble
restart system)
PROCES
(PRODIGY
CONDITION BASED
DISPOSE OF CONSUMABLES
(proper disposal, logging disposal - PRODIGY-D/M)
ACQUIRE
CORRECT FILTER
FOR REPLACEMENT
(PRODIGY-M)
CONTACT IT TEAM
(PRODIGY-M)
PRODIGY
COMMUNICATION
(disconnected)
CORRECTIVE
ACTION
(restore power, replace
Prodigy module, replace
gateway)
REVIEW
WITH PROCESS
ENGINEER
(phone, text, in person,
PRODIGY-D/M)
VERIFY
FIX
( PRODIGY-M)
NOT O
PROCES
(PRODIGY
So where does the customer
journey map come in?