2. James Kalbach User Experience Consultant LexisNexis LIS Degree Rutgers University
3. USERS (damn it!) T E C H N O L O G Y (gotta have it) C O N T E N T (it‘s king) Value BUSINESS (stupid!)
4. Here‘s Jess “Value-centered design starts a story about an ideal interaction between an individual and an organization and the benefits each realizes from that interaction.” Jess McMullin, “Searching For The Center of Design,“ Boxes and Arrows
23. BENEFITS Common Understanding Show Big Picture Create Value Continuity in Vision Enterprise Information Architecture
24. ARGUMENTS Business Complexity Cross-channel Experiences Differentiation Innovation Growth http://www.flickr.com/photos/24443965@N08/2585609947/
25. The root of most service problems is, in fact, lack of systematic design and control. The use of a blueprint can help a service developer not only to identify problems ahead of time but also to see the potential for new market opportunities. G. Lynn Shostack, “Design Services that Deliver” Harvard Business Review (1984) http://www.flickr.com/photos/24443965@N08/2585609947/
26. If we‘re talking about a “service-driven,“ “customer-focused“ organization, we‘ve got to design the operation to work that way. … It must involve the way we conceive of the total product. 1992 = Customer Value Package
27. …work backwards from the needs… What The Customer Wants You To Know (2007) Ram Charan
28. Align (Customers + Business) = Value Create explicit, visual representations: Service Blueprints Customer Journey Maps Workflows Mental Models Behaviour Matrix Isometric Diagrams Inform Business Strategy
29. SKILLS User Research Analyze Abstract Concepts Organize Information Visual Representations Communicate Across Teams
30. MORE INFO Google: “Customer Journey Mapping Resources on Web” experiencinginformation.wordpress.com/2010/05/10/customer-journey-mapping-resources-on-the-web/ Read: Mental Models (Indi Young) Harvard Business Review Ram Charan Talk To Me Try Diagramming http://www.flickr.com/photos/24443965@N08/2585609947/
