Monika Halim is a VP of User Experience and Product Design of PT Go-Jek Indonesia, a technology company that provide a broad range of service to make people's life easier. She knows that the true distinction of a great product is in how they make users feel. Every experience has an emotional component. At the heart of the best products is knowledge; if you want to provide great product with great experiences, then you need to understand how users feel, and what factors affect these feelings. This slide was shared on Srikandev Meetup #1 - Build a Great Product & Experiences That People Love.

1. Creating
Invisible
Experience
Monika Halim @ Srikandev 28 April 2016, Jakarta

2. 2008 - 2011
Started as UI
designer, got into
freelance industry
and met UX the
first time
2012 - 2014
Joined e-Commerce
startup, fell in love with UX
2003 - 2008
Studied design
2014 - 2016
Joined multinational
digital agency
2016
I miss building product
that give direct impact
to people
Hi, you can call me MOMO

3. What makes
people love
a product?

5. PEOPLE IN THE PAST
Judged the value of a product
or service on the basis of
some combination of
quality and price.

6. PEOPLE TODAY
Expanded concept of value
that includes convenience
of purchase, after-sale service,
dependability, and so on.

7. “Mobile has forever changed the way we live,
and it’s forever changed what we expect of brands.
It’s fractured the consumer journey into hundreds
of real-time, intent-driven micro-moments.
Each one is a critical opportunity for brands
to shape our decisions and preferences.”

8. Immediate Relevant Loyalty+ =

9. “The best user experience
is invisible”

10. Product that changes
people’s life

11. How to spark
that love?

12. 1
Understand your users

13. What are their goals, needs,
pains and pleasures?

14. Think about the problem and
how your solution will address it.

15. Will your user see the value of
your solution, or is there
already a solution out there?

17. 2
Map their journey
Define the stories

18. Identify when and where people
need certain things.
Whether they want to find inspiration, learn about your
products, make a quick purchase, or anything in between.

19. Experience beyond mobile

20. Stages Goals

21. Doing Thinking Feeling

22. Add
to order
View
order detail
Submit docs
Select a
previous order
Open
order history
Cinta
needs to check her order
Rangga
needs to be a driver
Karmen
wants to get lunch
Open the app
Fill in formsOpen URL
Get URL
from SMS
Choose
menu
Choose
cafe
Browse
category
Open the app

23. 3
Use context to deliver
tailored experiences

24. Can we leverage time, location, or
other contextual signals?

25. What would make it easier or faster?

26. What content or features would be
most helpful for each step?

31. 4
Validate and
optimize across journey

32. Product is meant
to keep evolving

33. People will always have an
experience, but it’s your choice
whether it will be bad or good.
Image source: malesbanget.com

34. Thank you!
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