The Client/UX Agency Partnership

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A view from the other side of the table on Information Architecture & UX, presented by Yiannis Kapsoulakis, Cosmote, at WIAD 2013 in Bucharest

WIAD 2013
WIAD 2013 Bucharest

Yiannis Kapsoulakis
COSMOTE

9 February

WIAD2013

An ongoing journey towards a site/shop

Choosing a digital agency

Relationships with partner agency &
customers

All started in 2005…

Traditional Marketing & Sales-TV, Outdoor, Shops

Not in touch with customers / cost

Need to change

Timing

Cooperation with Headquarters

Personnas development

Wireframes

What is a Telecom Operator?

Telecommunications
Info point
Publishing
Internet/Data provider
Bank
Commerce place
….
Information Architecture?

Choosing the agency
Reputation

References-?

Expertise

Pricing

Trust??

Now we start working together…1

Patience

Appreciate org politics

Be there

You know (prove it)

On Security

Now we start working together…2
Be honest

Mutual respect

Appreciate systems complexity

Think organization charts

Who knows the customer?

Being together

Customers

Organization/Client

Digital, research etc
Agencies

You just don’t know it!

H/W Digital PC 2D

S/W Programs/
Tools Internet 3D

Social Networking Facebook…. nD

The customer/consumer
Wants:
Simpler
Economical
Solutions
Transparency
Experiences
Trust
Fast
All

Relationships matter

Customers
Sensemaking
Organization/Client

Digital, research etc
Agencies

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The Client/UX Agency Partnership

1. WIAD 2013 WIAD 2013 Bucharest Yiannis Kapsoulakis COSMOTE 9 February

2. WIAD2013 An ongoing journey towards a site/shop Choosing a digital agency Relationships with partner agency & customers

3. All started in 2005… Traditional Marketing & Sales-TV, Outdoor, Shops Not in touch with customers / cost Need to change

4. Timing Cooperation with Headquarters Personnas development Wireframes

5. What is a Telecom Operator? Telecommunications Info point Publishing Internet/Data provider Bank Commerce place …. Information Architecture?

7. Choosing the agency Reputation References-? Expertise Pricing Trust??

8. Now we start working together…1 Patience Appreciate org politics Be there You know (prove it) On Security

9. Now we start working together…2 Be honest Mutual respect Appreciate systems complexity Think organization charts Who knows the customer?

10. Being together Customers Organization/Client Digital, research etc Agencies

11. You just don’t know it! H/W Digital PC 2D S/W Programs/ Tools Internet 3D Social Networking Facebook…. nD

12. The customer/consumer Wants: Simpler Economical Solutions Transparency Experiences Trust Fast All

13. Relationships matter Customers Sensemaking Organization/Client Digital, research etc Agencies

14. Learn Know Reflect Interact Enjoy

The Client/UX Agency Partnership

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The Client/UX Agency Partnership