16. “As I walked through a supermarket in
Tokyo's Shibuya neighborhood and
encountered one unfamiliar food after
another, the camera translated each
item before my eyes. It was like
putting on glasses for the first time.
Business Insider’s
International Correspondent
17. What we think are edge cases
can be useful starting points for innovation
18.
19. A customer-obsessed culture begins
by learning from human diversity & ingenuity.
Design uses this mindset to identify customer
insights and frame solutions around first principles
and shared motivations.
29. We need to build teams that seek
to understand the cultural and personal
reasons that people do what they do
30. WHAT ARE SOME INSIGHTS THAT DRIVE INNOVATION?
Transparent Trash Bags Smaller Google Lunch Plates
People reduced waste People ate less on average
31. Kayak Site Search
INSIGHTS & IMPACT
Progress indicator showing work led to
greater valuation even with longer time/
waits (HBR)
Japanese Train Cleaner in
Red Outfits
People noticed them and began to clean
up more than
34. “A shared human motivation guides how
to extend the benefits of design across
a spectrum of people who are excluded
on a temporary or situational basis.
Kat Holmes
Author, "Mismatch: How Inclusion Shapes Design"
36. How can we create a culture
where understanding customers’ core needs
is part of the DNA of the teams?
37. Establish and drive unified principles, vision,
behaviors, values and approach
Design Playbook
MISSION
How we realize the brand strategy
VALUES
What we believe in and think is important
BEHAVIORS
How we work together
PRINCIPLES
Experience framework
APPROACH
Follow on for how we instill above
40. GODADDY UX VALUES
Craftsmanship
Live and love the details, moments, big picture and little picture.
Creativity
Take risks to solve problems, explore, ask questions, challenge assumptions.
Empathy
Walk in the shoes of others: ourselves and our customers.
Trust
Deliver on our commitments, listen well, support each other.
Inclusiveness
Embrace our differences: we are stronger together.
41. A company that prioritizes, identifies
and shares insights about its customers
has the foundational pillars for creating
a customer-obsessed design culture.
THE MINIMUM MAGICAL PRODUCT
42. How can we leverage insights to
identify and amplify the Wow
moments across experiences?
THE MINIMUM MAGICAL PRODUCT
43.
44.
45. A customer-obsessed culture seeks to
imagine new ways people might interact
with or use a tool, service, or product.
In many cases an ingredient for one
purpose becomes useful in another way.
