This presentation is about why design matters just as much for APIs and data as it does for experience. You will learn how leading retailers and fashion brands manage design across all three dimensions to achieve greater business impact.
Moderated remote user research - best of both worldsUX Bournemouth
In the past, he’s always been a big advocate for remote research. Last year, he decided to change his agency’s whole approach from self moderated (where participants would follow a list of tasks we wrote in advance) to actively moderated remote research.
In this talk, we’ll explore what they learned along the way, such as:
● How to convince people to let you try it in the first place
● How to write tasks for remotely moderated testing
● Finding the right participants
● Common mistakes and issues
From Pen and Paper to Prototype and Product - by Munish MalikMunish Malik
“Simple can be harder than complex: You have to work hard to get your thinking clean to make it simple. But it’s worth in the end because once you get there you can move mountains.”
How keeping things simple can help build better products. There are simple and powerful ways that can help us to reduce the risk of starting new initiatives and get real feedback quickly. I will share experiences where simple techniques of using a pen and a paper to create a paper prototypes helped us answer complex problems and validate business ideas, quickly.
This approach helped in building an innovative and world-class product called Springer Nature Experiments, allowing researchers across life sciences to quickly find and evaluate protocols and methods across life sciences. Springer Nature Experiments combines portfolios across the Springer Nature resources which is the largest in the life sciences, to make searching for experiments easy and effective.
Synovate has created a new suite of faster, cheaper and more effective research tools that provide essential information about brands, customers and messaging through more concise surveys, unlike other companies' large, inflexible and expensive studies. These proven metrics can deliver accurate results in less time and cost. Each tool in the suite can be used separately or together and can supplement other existing research projects.
Going from Good to Great with Concept TestingAtlassian
Running experiments in your product will tell you what your customers are doing, but they don't often tell you why they're doing it. So even after experimenting, you can be left wondering: which option would be better to ship? One way that Atlassian has tackled this is by taking the "concept testing" technique to a whole new level. Get a first-hand look into how we run concept tests to extract the right insights – before a single line of code has been written. You'll learn how they can work side-by-side with quantitative experimentation to help you get smarter metrics, and have greater confidence in knowing how to take your product from good to great.
What's it like to be an app? - a Made by Many experience prototyping workshop...Made by Many
The document provides an agenda and overview for a workshop on experience prototyping for mobile apps. The agenda includes sessions on introduction to experience prototyping, developing app ideas, testing prototypes with users, and feedback. The document discusses that experience prototyping allows testing the user experience of an app and what it's like to use the app's services through quick iterative prototyping, without fully developing the app. It provides examples of traditional prototypes that simulate experiences to test with users. The goal is to learn from users' reactions and improve the app design through a continual make-test-learn process.
The Product Journey: How Customer-Centric Feedback Loops Can Evolve Your Prod...Aggregage
Join Nickey Skarstad, Director of Product at Duolingo, as she discusses why it’s important to actively gather customer feedback, how to build customer feedback loops into your product planning, the best ways to decipher different types of feedback, and different frameworks for how/when to apply feedback processes.
Omar Andrade is a UX designer who helps organizations solve problems and find opportunities for innovation. He uses various techniques like sketching, user research, idea synthesis and prototyping. Omar also has experience in product management, working in an agile environment, and running a food tech startup. He aims to visualize problems, generate insights, develop compelling solutions, and effectively communicate with stakeholders.
Invite Phil to pump up your business analysts with one of his dynamic presentations.
Learn new skills and techniques, develop best practices, and walk away having changed "it can't be done" to "now I know how to get it done".
Moderated remote user research - best of both worldsUX Bournemouth
In the past, he’s always been a big advocate for remote research. Last year, he decided to change his agency’s whole approach from self moderated (where participants would follow a list of tasks we wrote in advance) to actively moderated remote research.
In this talk, we’ll explore what they learned along the way, such as:
● How to convince people to let you try it in the first place
● How to write tasks for remotely moderated testing
● Finding the right participants
● Common mistakes and issues
From Pen and Paper to Prototype and Product - by Munish MalikMunish Malik
“Simple can be harder than complex: You have to work hard to get your thinking clean to make it simple. But it’s worth in the end because once you get there you can move mountains.”
How keeping things simple can help build better products. There are simple and powerful ways that can help us to reduce the risk of starting new initiatives and get real feedback quickly. I will share experiences where simple techniques of using a pen and a paper to create a paper prototypes helped us answer complex problems and validate business ideas, quickly.
This approach helped in building an innovative and world-class product called Springer Nature Experiments, allowing researchers across life sciences to quickly find and evaluate protocols and methods across life sciences. Springer Nature Experiments combines portfolios across the Springer Nature resources which is the largest in the life sciences, to make searching for experiments easy and effective.
Synovate has created a new suite of faster, cheaper and more effective research tools that provide essential information about brands, customers and messaging through more concise surveys, unlike other companies' large, inflexible and expensive studies. These proven metrics can deliver accurate results in less time and cost. Each tool in the suite can be used separately or together and can supplement other existing research projects.
Going from Good to Great with Concept TestingAtlassian
Running experiments in your product will tell you what your customers are doing, but they don't often tell you why they're doing it. So even after experimenting, you can be left wondering: which option would be better to ship? One way that Atlassian has tackled this is by taking the "concept testing" technique to a whole new level. Get a first-hand look into how we run concept tests to extract the right insights – before a single line of code has been written. You'll learn how they can work side-by-side with quantitative experimentation to help you get smarter metrics, and have greater confidence in knowing how to take your product from good to great.
What's it like to be an app? - a Made by Many experience prototyping workshop...Made by Many
The document provides an agenda and overview for a workshop on experience prototyping for mobile apps. The agenda includes sessions on introduction to experience prototyping, developing app ideas, testing prototypes with users, and feedback. The document discusses that experience prototyping allows testing the user experience of an app and what it's like to use the app's services through quick iterative prototyping, without fully developing the app. It provides examples of traditional prototypes that simulate experiences to test with users. The goal is to learn from users' reactions and improve the app design through a continual make-test-learn process.
The Product Journey: How Customer-Centric Feedback Loops Can Evolve Your Prod...Aggregage
Join Nickey Skarstad, Director of Product at Duolingo, as she discusses why it’s important to actively gather customer feedback, how to build customer feedback loops into your product planning, the best ways to decipher different types of feedback, and different frameworks for how/when to apply feedback processes.
Omar Andrade is a UX designer who helps organizations solve problems and find opportunities for innovation. He uses various techniques like sketching, user research, idea synthesis and prototyping. Omar also has experience in product management, working in an agile environment, and running a food tech startup. He aims to visualize problems, generate insights, develop compelling solutions, and effectively communicate with stakeholders.
Invite Phil to pump up your business analysts with one of his dynamic presentations.
Learn new skills and techniques, develop best practices, and walk away having changed "it can't be done" to "now I know how to get it done".
Keynote: Can you teach a 150-year-old dog new tricks?Cprime
The document discusses how General Mills, a 150-year-old company, is reinventing itself by adopting technologies and working like a tech company. It summarizes how General Mills is forming product teams of business and technical experts to quickly develop and deliver new capabilities in short iterations. The document also notes that while challenging, transitioning to new ways of working will help General Mills accelerate innovation, better engage employees, and achieve differential business results.
The document discusses Bromford Lab's approach to innovation, which focuses on testing ideas quickly through fast failure. Some key points:
1) Bromford Lab emphasizes evidence-based experimentation over lengthy pilots and reports, aiming to get things wrong quickly and learn from mistakes.
2) They have replaced initiatives like "poor problem definition" and "fear of failure" with practices like fast fail experimentation to avoid long, drawn-out projects.
3) Their approach includes rapidly prototyping ideas, gathering evidence, running short pilots, and evaluating impact to iterate quickly and refine solutions based on what works best.
Going from good to great with concept testingBen Crothers
We all have challenges in coming up with better ideas for our products, and making the right decisions based on those ideas. Concept testing can be a huge help in creative confidence. This talk shows you what's involved in concept testing, how creative anxieties are holding you back, and how concept testing can help.
Beyond Just Usability: Desirability and Usefulness TestingSusan Mercer
Much of our work in UX research focuses on usability – evaluating products and interfaces to ensure they are easy-to-use. However, in today’s digital world, they are no longer enough. Consumers also have come to expect entertaining and engaging experiences. Web and mobile applications need to be usable, useful and engaging.
So, how do we evaluate web interfaces to determine how useful and engaging they are? Desirability has been evaluated in recent years by the use of the Product Reaction Card technique, originated by folks at Microsoft. However, there are many other techniques used in market and industrial design research that we can borrow to complement this technique. Likewise, we can use standard usability testing techniques with lines of questioning with a slightly different focus to evaluate the relative usefulness of different solutions for a particular user group.
In this talk, I discuss several techniques that I have used in recent months to evaluate the usefulness and desirability of interfaces The best techniques I have discovered to evaluate usefulness involve open-ended interview questions regarding current processes and pain points, followed by a usability evaluation of the interface and then a reflective interview discussing the benefits and drawbacks of that solution to their personal situation. To evaluate desirability, I will discuss the product reaction card technique and variations using more defined vocabularies for emotional responses and product personalities. In addition I will show results from techniques borrowed from psychology and marketing research - sentence completion, collaging, and the use of dyad rating scales. These techniques offer a variety of both qualitative and quantitative data that can be used to compare different interface options.
MURAL Webinar: Evaluating the Impact of Design Thinking in Action IIMURAL
In this webinar, Professor Jeanne Liedtka shared updates on her previous research on the impact of design thinking in practice - and introduced a new tool which allows you to self-asses the impact of design thinking within your own organization and see how your results compare to those of other companies.
Getting stakeholders to think in customer centric manner is relatively straightforward, yet often yields little in terms of actual change. This requires more than stakeholder support - it requires commitment, trust, and active participation in a process that can be unfamiliar or even frightening in a corporate environment. Workshops provide an opportunity to challenge the worldview of your stakeholders and expose them to the truths of customer behaviour. It’s an opportunity to transform them from supporters to believers by creating an environment where they can experience the magic of a user-centred collaborative process.
This document discusses the importance of acknowledging complexity when designing solutions. It notes that we naturally try to simplify complexity through cognitive biases. The document recommends embracing complexity rather than oversimplifying, in order to arrive at better solutions. It also stresses the importance of understanding current user behaviors through methods like observing and having people trial activities. The goal is to design something of better value that enables positive behavior change. Research should combine different methods and acknowledge the influence of cognitive biases.
This document discusses overcoming feelings of helplessness and lack of control that some project managers experience. It emphasizes that the project manager role is responsible for overall successful planning, execution, monitoring, control and closure of a project. While technical skills are not required, the project manager needs enough knowledge to understand objectives and deliverables. Key skills include time management, risk management, communication, leadership, and various advanced project management techniques. The document encourages project managers to expand their skills and knowledge through certification, contributing to their organization, and networking with other professionals.
This document discusses building a culture of self-governance at a company. It outlines four types of organizational culture and advocates for the fourth type, self-governance, where employee values guide their own behavior. The document then discusses establishing shared values, principles, and practices at the company to achieve this culture. It provides examples of values and principles for the product and engineering team, such as "Clear the Path" and building products customers love. Finally, it encourages being prescriptive, applying constant gentle pressure, being patient, and appreciating those who provide feedback to help build this culture.
This is a thought piece and call to action for product managers in the software industry. Leverages principles from Lean Startup, Agile, and other modern software methods.
Karen Bachmann and Lisa McMichael presented different types of listening skills and how those techniques help UXers at the December amUX meetup.
Like many UX practitioners, you are continuously engaged in user research, meetings and workshops. These activities require observing and taking good notes, and listening. But are you really listening or simply hearing what people have to say? For most of us it’s the latter. During the Listen up! Workshop, we’ll discuss the obvious and nuanced differences between listening and hearing, along with some of the barriers and causes that affect attuned listening. And, we’ll get you out of your seat to practice listening methods so that when you leave, you’ll be armed with a better mechanism for listening.
Rethinking Concept Testing to Innovate With CustomersResearchShare
The document discusses rethinking concept testing to innovate with customers. It proposes a solutions development process that incorporates iterative customer input and feedback. This process includes ideation of potential solutions, validation of ideas through quantitative concept testing to filter the most promising concepts, and collaborative optimization of ideas through qualitative research and prototyping with customers. The goal is to develop customer solutions more efficiently by leveraging customer insights at multiple stages of the innovation process.
This document discusses best practices for perfecting user experience. It recommends focusing on outcomes rather than deliverables, doing thorough research through stakeholder interviews and user testing, and using tools like personas, experience maps, sitemaps and prototypes to design intuitive user flows. Key aspects of the design process include simplifying designs, following established patterns to increase conversions, and continuously testing and refining designs to achieve desired business outcomes. The overall message is that good UX design should solve real user problems through an evidence-based approach.
Using Data to Inform Information Architecture and User ExperienceElementive
Data about users is all around us and, more and more, we're being asked to utilize that data when architecting information, designing experiences and creating content. But, what is the right way to utilize all the data we have to understand our users?
Watch video of Matthew Edgar, web consultant at Elementive, delivering this presentation at IA Summit 2016. https://blueprintdigital.com/ia-summit-2016/matthew-edgar/
This talk describes a product ownership model practiced by leading software development firms, including Pivotal Labs. Balanced team refutes the idea that Product Managers are "mini CEOs" who unilaterally set direction, and instead leverages a cross-functional team to work more quickly and smoothly.
The document provides tips for effectively planning and running meetings. It recommends determining if a meeting is necessary, choosing the appropriate meeting type, planning the agenda and logistics, using a meeting canvas to engage attendees and document decisions, and following up with meeting notes and feedback. The key is putting in upfront work to define goals, attendees, agenda, and format to make meetings more productive and less of a waste of time.
This document provides information about the roles and responsibilities of a creative producer position at a company. It discusses the company's capabilities in areas like print, TV, digital production, creative departments, account management, and planning. It outlines the job functions of a creative producer which include providing inspiration to creative teams, working with creatives to turn ideas into reality, arranging shoots, handling post-production, and working with photographers. It also lists some challenges of the role like limited budgets, negotiating, ensuring deliverables are on time and on budget, and tight deadlines. Finally, it identifies skills needed for the role such as strong negotiation, organization, a creative eye, clear communication, passion for creative fields, flexibility, enthusiasm, and energy
Business approaches to change can be complex and chaotic. Here however we take a different view - if there is one thing that could change everything what would that be? And yes there is! Review the short deck and gain access to a complimentary book, The Process Tactics Playbook (value $200 on Amazon).
Make Design A First Class Citizen To Ensure Analytics SuccessSiteworx LLC
Learn why data management professionals must understand the critical role of design in current and future analytics architectures – a viewpoint that runs counter to the conventional wisdom that design doesn’t matter for supposedly “schema-less” environments.
B2B forecast for 2016 brings out some exciting findings related to 10 vital strategies for B2B marketing, lead generation, b2b sales, relationship marketing, you can implement today.
Keynote: Can you teach a 150-year-old dog new tricks?Cprime
The document discusses how General Mills, a 150-year-old company, is reinventing itself by adopting technologies and working like a tech company. It summarizes how General Mills is forming product teams of business and technical experts to quickly develop and deliver new capabilities in short iterations. The document also notes that while challenging, transitioning to new ways of working will help General Mills accelerate innovation, better engage employees, and achieve differential business results.
The document discusses Bromford Lab's approach to innovation, which focuses on testing ideas quickly through fast failure. Some key points:
1) Bromford Lab emphasizes evidence-based experimentation over lengthy pilots and reports, aiming to get things wrong quickly and learn from mistakes.
2) They have replaced initiatives like "poor problem definition" and "fear of failure" with practices like fast fail experimentation to avoid long, drawn-out projects.
3) Their approach includes rapidly prototyping ideas, gathering evidence, running short pilots, and evaluating impact to iterate quickly and refine solutions based on what works best.
Going from good to great with concept testingBen Crothers
We all have challenges in coming up with better ideas for our products, and making the right decisions based on those ideas. Concept testing can be a huge help in creative confidence. This talk shows you what's involved in concept testing, how creative anxieties are holding you back, and how concept testing can help.
Beyond Just Usability: Desirability and Usefulness TestingSusan Mercer
Much of our work in UX research focuses on usability – evaluating products and interfaces to ensure they are easy-to-use. However, in today’s digital world, they are no longer enough. Consumers also have come to expect entertaining and engaging experiences. Web and mobile applications need to be usable, useful and engaging.
So, how do we evaluate web interfaces to determine how useful and engaging they are? Desirability has been evaluated in recent years by the use of the Product Reaction Card technique, originated by folks at Microsoft. However, there are many other techniques used in market and industrial design research that we can borrow to complement this technique. Likewise, we can use standard usability testing techniques with lines of questioning with a slightly different focus to evaluate the relative usefulness of different solutions for a particular user group.
In this talk, I discuss several techniques that I have used in recent months to evaluate the usefulness and desirability of interfaces The best techniques I have discovered to evaluate usefulness involve open-ended interview questions regarding current processes and pain points, followed by a usability evaluation of the interface and then a reflective interview discussing the benefits and drawbacks of that solution to their personal situation. To evaluate desirability, I will discuss the product reaction card technique and variations using more defined vocabularies for emotional responses and product personalities. In addition I will show results from techniques borrowed from psychology and marketing research - sentence completion, collaging, and the use of dyad rating scales. These techniques offer a variety of both qualitative and quantitative data that can be used to compare different interface options.
MURAL Webinar: Evaluating the Impact of Design Thinking in Action IIMURAL
In this webinar, Professor Jeanne Liedtka shared updates on her previous research on the impact of design thinking in practice - and introduced a new tool which allows you to self-asses the impact of design thinking within your own organization and see how your results compare to those of other companies.
Getting stakeholders to think in customer centric manner is relatively straightforward, yet often yields little in terms of actual change. This requires more than stakeholder support - it requires commitment, trust, and active participation in a process that can be unfamiliar or even frightening in a corporate environment. Workshops provide an opportunity to challenge the worldview of your stakeholders and expose them to the truths of customer behaviour. It’s an opportunity to transform them from supporters to believers by creating an environment where they can experience the magic of a user-centred collaborative process.
This document discusses the importance of acknowledging complexity when designing solutions. It notes that we naturally try to simplify complexity through cognitive biases. The document recommends embracing complexity rather than oversimplifying, in order to arrive at better solutions. It also stresses the importance of understanding current user behaviors through methods like observing and having people trial activities. The goal is to design something of better value that enables positive behavior change. Research should combine different methods and acknowledge the influence of cognitive biases.
This document discusses overcoming feelings of helplessness and lack of control that some project managers experience. It emphasizes that the project manager role is responsible for overall successful planning, execution, monitoring, control and closure of a project. While technical skills are not required, the project manager needs enough knowledge to understand objectives and deliverables. Key skills include time management, risk management, communication, leadership, and various advanced project management techniques. The document encourages project managers to expand their skills and knowledge through certification, contributing to their organization, and networking with other professionals.
This document discusses building a culture of self-governance at a company. It outlines four types of organizational culture and advocates for the fourth type, self-governance, where employee values guide their own behavior. The document then discusses establishing shared values, principles, and practices at the company to achieve this culture. It provides examples of values and principles for the product and engineering team, such as "Clear the Path" and building products customers love. Finally, it encourages being prescriptive, applying constant gentle pressure, being patient, and appreciating those who provide feedback to help build this culture.
This is a thought piece and call to action for product managers in the software industry. Leverages principles from Lean Startup, Agile, and other modern software methods.
Karen Bachmann and Lisa McMichael presented different types of listening skills and how those techniques help UXers at the December amUX meetup.
Like many UX practitioners, you are continuously engaged in user research, meetings and workshops. These activities require observing and taking good notes, and listening. But are you really listening or simply hearing what people have to say? For most of us it’s the latter. During the Listen up! Workshop, we’ll discuss the obvious and nuanced differences between listening and hearing, along with some of the barriers and causes that affect attuned listening. And, we’ll get you out of your seat to practice listening methods so that when you leave, you’ll be armed with a better mechanism for listening.
Rethinking Concept Testing to Innovate With CustomersResearchShare
The document discusses rethinking concept testing to innovate with customers. It proposes a solutions development process that incorporates iterative customer input and feedback. This process includes ideation of potential solutions, validation of ideas through quantitative concept testing to filter the most promising concepts, and collaborative optimization of ideas through qualitative research and prototyping with customers. The goal is to develop customer solutions more efficiently by leveraging customer insights at multiple stages of the innovation process.
This document discusses best practices for perfecting user experience. It recommends focusing on outcomes rather than deliverables, doing thorough research through stakeholder interviews and user testing, and using tools like personas, experience maps, sitemaps and prototypes to design intuitive user flows. Key aspects of the design process include simplifying designs, following established patterns to increase conversions, and continuously testing and refining designs to achieve desired business outcomes. The overall message is that good UX design should solve real user problems through an evidence-based approach.
Using Data to Inform Information Architecture and User ExperienceElementive
Data about users is all around us and, more and more, we're being asked to utilize that data when architecting information, designing experiences and creating content. But, what is the right way to utilize all the data we have to understand our users?
Watch video of Matthew Edgar, web consultant at Elementive, delivering this presentation at IA Summit 2016. https://blueprintdigital.com/ia-summit-2016/matthew-edgar/
This talk describes a product ownership model practiced by leading software development firms, including Pivotal Labs. Balanced team refutes the idea that Product Managers are "mini CEOs" who unilaterally set direction, and instead leverages a cross-functional team to work more quickly and smoothly.
The document provides tips for effectively planning and running meetings. It recommends determining if a meeting is necessary, choosing the appropriate meeting type, planning the agenda and logistics, using a meeting canvas to engage attendees and document decisions, and following up with meeting notes and feedback. The key is putting in upfront work to define goals, attendees, agenda, and format to make meetings more productive and less of a waste of time.
This document provides information about the roles and responsibilities of a creative producer position at a company. It discusses the company's capabilities in areas like print, TV, digital production, creative departments, account management, and planning. It outlines the job functions of a creative producer which include providing inspiration to creative teams, working with creatives to turn ideas into reality, arranging shoots, handling post-production, and working with photographers. It also lists some challenges of the role like limited budgets, negotiating, ensuring deliverables are on time and on budget, and tight deadlines. Finally, it identifies skills needed for the role such as strong negotiation, organization, a creative eye, clear communication, passion for creative fields, flexibility, enthusiasm, and energy
Business approaches to change can be complex and chaotic. Here however we take a different view - if there is one thing that could change everything what would that be? And yes there is! Review the short deck and gain access to a complimentary book, The Process Tactics Playbook (value $200 on Amazon).
Make Design A First Class Citizen To Ensure Analytics SuccessSiteworx LLC
Learn why data management professionals must understand the critical role of design in current and future analytics architectures – a viewpoint that runs counter to the conventional wisdom that design doesn’t matter for supposedly “schema-less” environments.
B2B forecast for 2016 brings out some exciting findings related to 10 vital strategies for B2B marketing, lead generation, b2b sales, relationship marketing, you can implement today.
Digital marketing is important for any website For an ecommerce website it is much more than just important Preparing a digital marketing plan for your eCommerce business can be a daunting task
How to Build a Customer-Centric eCommerce StrategySiteworx LLC
The document discusses challenges with implementing new B2B ecommerce technologies and processes. It warns against building old processes around new technologies or assuming digital customers have the same purchase paths as offline buyers. It also recommends going beyond B2C best practices. The document provides poll results on ecommerce topics like important features and challenges. It outlines a strategy for ecommerce projects including defining goals, evaluating processes, working on data, building and releasing in stages, and testing and refining.
A successful eCommerce site requires upfront investment of time and effort for research and planning. In this Strategy In-a-Box, you will follow a proven methodology - a consistent step-by-step approach that combines industry best practices to guide your eCommerce site development.
This slideshow covers some of the major elements of what it takes to become competitive in eCommerce in 2015. Many of these are broad topics but it is a great overview of what you might want to think about as a small, mid, or even enterprise eCommerce business.
Basics of B2B eCommerce - what customers expect, and how to meet those expect...Justin King
The document discusses the basics of business-to-business (B2B) e-commerce. It emphasizes that B2B customers have come to expect the same easy online shopping experiences they find on consumer sites. It stresses that B2B sites should allow customers to easily find desired products through effective search and navigation features. It also urges B2B sites to make it simple for customers to act on the information they find by facilitating actions like adding products to carts or requesting quotes. Finally, it notes that B2B customers want a consistent experience across all digital channels and devices because they are visiting the site as part of their job.
12 Qualities of Effective Design OrganizationsPeter Merholz
It's not enough for a team to have great designers. Great design requires a well-run team, taking care of it's organizational, managerial, and operational needs. In this presentation, I outline 12 qualities of effective design organizations, and provide tools for assessing how well your organization is performing.
This document outlines the agenda for Day II of an Experience Design seminar at Hyper Island in 2016. The morning session will go deeper into experience design and include a UX case study of the Marine Museum. After lunch, participants will work on journey mapping and generating insights from their research. They will then present their findings. The agenda includes time for teamwork, research, mapping the user experience, and developing insights and presentations. The goal is to further skills in experience design tools like the 5E model, journey mapping, and developing actionable insights from user research.
The changing nature of strategy requires new ways of thinking and doing. Experience strategy is a systemic and an active form of strategy that drives brand coherence and builds brand relevance through constantly seeking new knowledge and new meanings
Digital Customer experiance now is the key for successful Digital transformation.
this presentation forces on the importance of the digital customer experience and the main integrants of exceptional customer experience
IntelliGO provides market research and communication services using both traditional and innovative tools. They have expertise in managing quantitative and qualitative data collection through methods like telephone, online, and in-person interviews. IntelliGO also has tools for brand listening, community engagement, and testing concepts virtually. Their services range from basic data collection to full research projects, with the goal of providing clear insights into clients' markets and customers.
A simple step by step eye opener on why UX goes beyond the screen, and have an impact in how your organisation work, and innovate.
Written by Alexis Gérôme and presented in Paris - January 2019.
Why design thinking matters in digital business strategy [INFOGRAPHIC]iFactory Digital
Design thinking is not a new concept, yet it is currently revolutionising the way we work and operate a business. Some of the biggest design-led companies including Coca Cola, Apple, IBM, and Proctor & Gamble adopt this strategy company-wide and successfully outperforming other companies listed on the S&P 500 over the past ten years by an incredible 219%.
https://ifactory.com.au/news/why-design-thinking-matters-digital-business-strategy
Planning your analytics journey - webinar slidesSprout Labs
This document discusses how learning and development professionals can become more data-driven. It defines key terms like learning data and analytics. It explores how to collect and analyze different types of data, including learner behavior, assessments, and business outcomes. The document also discusses emerging approaches like machine learning and artificial intelligence. It provides examples of how data can be used to personalize learning, make predictions, and gain insights to improve performance. Overall, the document promotes taking a more experimental and iterative approach to learning design and using data to continuously improve programs and their impact on business metrics.
This document provides an overview of E-Score, which uses conversation analysis and a focus on emotions to help organizations continuously improve customer experience and outcomes. The key points discussed are:
1. E-Score analyzes conversations to understand customer emotions and insights, focusing on four elements - thought, feeling, priority, and context.
2. A four-step process is used: talking about emotions, analyzing conversations, developing habit-based transformations, and continuous improvement.
3. Conversation analysis provides rich customer insights and can be used at various levels from basic to advanced. Habit-based transformations target different roles to drive bottom-up change.
4. Continuous improvement involves comparing best and worst conversational practices to
MX: Managing Experience | Day 2 - Designing Delivery: A Unified Approach to D...Adaptive Path
The digital service economy demands the ability to create coherent user experiences while achieving end-to-end agility and efficiency. The ability to deliver them together requires seamless system, process, and organizational design. Companies need a unified approach to design and operations that centers the entire organization around helping customers achieve their goals.
This workshop teaches participants how to connect user-centered design to the entire service delivery lifecycle. It introduces a holistic approach that interconnects marketing, design, development, and operations into a circular design/operations loop. Through talks, discussions, and guided exercises, participants learn how to improve both customer satisfaction and operational effectiveness by:
-designing for service, not just software
-minimizing latency and maximizing feedback throughout the organization
-designing for failure and operating to learn
-using operations as input to design
This document provides an overview of E-Score, which is a framework for managing customer emotions through analyzing conversations. It discusses understanding conversation as the richest source of customer insight. E-Score involves talking about emotions, analyzing conversations using conversation analysis techniques, developing habit-based transformation programs, and driving continuous improvement. The framework is applied through a case study of using conversation analysis to rapidly identify improvements from call center conversations. Feedback indicates the approach helped create a better customer experience and provided quick wins.
Are You and Your Organization Ready for Design Transformation?Chris Avore
This talk was originally presented at the 2019 Information Architecture Conference on March 15 in Orlando Florida. The presentation examines how design leaders need to evolve their approach to leadership, elevate design maturity, and examine how their org prioritizes and launches new products in an increasingly complex business environment where many organizations are conducting large transformation efforts.
This document provides summaries of articles in a PR magazine. It discusses how design thinking processes can be applied to PR to foster innovation. It also discusses how thinking like an entrepreneur can help PR embrace opportunities. Additionally, it provides tips on using video in PR to engage audiences, such as through storytelling and testimonials. The magazine issue also previews an upcoming PR festival and provides an overview of the annual West End Festival in Scotland.
Delight 2013 | Digital Experience WorkshopDelight Summit
Slides from the Delight 2013 Digital Strategy workshop with Colin O'Neill, Dave Wieneke, and Barbara Holmes.
Originally presented at Delight 2013, Oct. 7-8, 2013. http://delight.us/conference
The Art of the Possible: Designing an Omni-channel Strategy OptusBusiness
Dr Catriona Wallace - Customer Experience Specialist
The current convergence and integration of customer experience channels and the increasing sophistication and use of multi-media channels and devices by consumers means the consumer landscape is changing rapidly.
Today, organisations are seeking to gain competitive advantage by creating a continually improving customer experience to improve loyalty and potentially reduce operational costs.
In this session Catriona will outline a company-wide approach to the design and development of an omni-channel customer experience strategy discussing the use of co-creation and design thinking techniques, big data analytics and modelling. Catriona will also explore the impact of this approach on an organisations culture and the importance of having a technology roadmap for the future.
McLean Donnelly - Design & Business: A New Model of Product Strategy Julia Grosman
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3. She is the reason your Digital
strategy has to move so quickly…
4. We believe that experience is the single most important
thing when it comes to creating loyal customers that will
spend more and tell their friends about you.
Everything is
delivered as a
service
Services
are defined
by the
experience
Experiences
are measured
with emotions
5. In a transaction-based
business, customers
who had the best past
experiences spend
140% more than those
that who had the
poorest experiences
All businesses are valued by the experiences
they deliver to people – it’s an emotion.
6. But services are particularly impacted by
experience – directly influencing the
lifetime value of a customer.
In services businesses, a
good experience
improves the chances of
retaining a customer
beyond the first year from
43% to 74%, and the best
experience creates a
customer for 7 years.
7. Prototyping and iteration
helps designers maximize
the emotional response
Measurement and text
analytics help brands
monitor feedback and see
common emotional themes
To achieve this, you need an
effective experience platform
that can optimize the customer
experience
8. THE SITEWORX EXPERIENCE PLATFORM
Web VideoMobile IoT / Wearable Store Social Speech
Application Services (ERP, OMS, CRM) Data and Content Management
Engagement Services
Marketing
Automation
Product Info
Management
Marketing and Commerce Services
Data and Content Services
Collaboration
Optimization Search
Value
Measurement
Translation Analytics
ExperiencePlatform
Dynamic
Experience
Social/Brand
Awareness
APIs
Ad / Demand
Side Platforms
BI / Data
Visualization
Recommend.
Engines
Messaging
(incl. e-Mail)
Commerce
9. API’S AND DATA MATTER TOO
Customers, Patients, Partners, & Employees
Interaction data (incl. analytics) & events
TOUCH POINTS
Mobile Web Store/branch Call center Partner
Product, sales, & service data
YOUR API & SERVICE PORTFOLIO
Your APIs & services Partner APIs & services Public APIs & services
ALL YOUR DATA
Core systems BI / analytics Predictive analytics
Core system data Data warehouses Big Data
10. WHAT WOULD THAT REVEAL ABOUT THE
DESIGN OF YOUR APIS AND DATA?
PULLING BACK THE CURTAIN
11. “In most people's vocabularies,
design means veneer. It's interior
decorating. It's the fabric of the
curtains or the sofa. But to me,
nothing could be further from the
meaning of design.
Design is the fundamental soul of a
human-made creation that ends up
expressing itself in successive outer
layers of the product or service.”
-Steve Jobs
12. Practice matures as measurement enables innovation to move to repeatable
practice
Disciples spawn offshoots, chaos ensues as offshoots compete – with little
measurement or proof of superiority
Guru innovates – based on their deep background in strategy & design
EXPERIENCE DESIGN EVOLVES…
The three stages of maturity of design innovation
1
2
3
13. THE DESIGN INNOVATION CYCLE
Team observes,
forms
hypotheses,
designs
experiments
Conduct
experiments,
gather
measurements
Inform design
with
measurements
and experiment
outcomes
Implement
design with
embedded
continuous
optimization
measurement
Monitor ongoing
measurements
and consumer
behavior
Evolving
customer
behavior
Evolving
design
best
practices
Team makes
proven
design
approaches
repeatable
14. DESIGN IN THREE DIMENSIONS
Design experts usually
specialize in 1-2 of the three
domains
Knit the three dimensions
together around the customer
A product manager is often best
placed to orchestrate the three
dimensions of design into a
cohesive experience
15. PRODUCT MANAGERS MUST LISTEN
TO THE VOICE OF THE CUSTOMER
But just as importantly, product
managers must do research on
actual customer behavior
17. MANAGE INNOVATION ON TWO LEVELS
Evolve experiences via
continuous delivery from
Sprints
Evolve capabilities via API &
Data “releases” within
managed portfolio
18. Model Business Capabilities
Link Digital Strategies To Business Capabilities
Focus Strategies To Serve Customer Personas
Support The Entire Customer Journey
Design Experiences Across Customer Touchpoints
YOUR DIGITAL STRATEGY DRIVES
YOUR DESIGN APPROACH
19. ABOUT SITEWORX
OUR COMPANY
We exist to help brands Forge Genuine Connections with their customers
OUR EXPERTISE
More than a decade of expertise providing consulting, design, implementation, managed services, and support
for virtually every relevant digital experience platform and solution.
OUR METHOD
The product manager is responsible for orchestrating the design experts across the three domains toward a cohesive outcome – the experience. For example, ensuring that the necessary API enhancements to enable a new experience are delivered in time and with the right capabilities to support that experience as it is delivered, with mock APIs and data as needed in the interim so teams can proceed with parallel development. In larger organizations this may require a program manager to manage the dependencies, if the scale is too great to manage them all directly via the product backlog.