My slide deck from the J. Boye Master Class on Digital Business Development at #iwdk in Aarhus: Design And Digital Sittin' In A Tree. K-I-S-S-I-N-G.

1. J. Boye
Digital Business Development Masterclass
#iwdk16
www.lauravilsbaek.dk
kontakt@lauravilsbaek.dk
@lauravilsbaek
Photo: Micky Wiswedel
DESIGN & DIGITAL
SITTIN’ IN ATREE

2. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
PROGRAMME
1. About me
2. DesignThinking
3. DesignThinking tools
4. DesignThinking applied to Digital
5. K-I-S-S-I-N-G

3. EAAA - Strategiproces for Multimedie og Digital KommunikationLauraVilsbaek - Projektledelse i Praksis - lauravilsbaek.dk
• Digital business development:
Inspiration, facilitation and process management
• Master of Arts
• Work: Designit, Skybrud.dk, ZUPA Recommended
• Clients: Merial, Goertek, Jyske Bank etc.
• www.lauravilsbaek.dk / @lauravilsbaek
LAURAVILSBAEK

4. DESIGNTHINKING

5. INNOVATION

6. “Design thinking is a human-centered approach to innovation
that draws from the designer's toolkit
to integrate the needs of people,
the possibilities of technology,
and the requirements for business success.”
—Tim Brown, president and CEO, IDEO

7. Source: ideo.com
INNOVATION

8. GOOD
FOR BUSINESS

9. Source: http://www.dmi.org/?page=DesignDrivesValue
GOOD FOR BUSINESS

10. IT’S NOT ABOUT
THE DESIGNER

11. IT’S ALL ABOUT PEOPLE

12. DESIGNTHINKING
TOOLS

13. Source: http://dschool.stanford.edu/redesigningtheater/the-design-thinking-process/
THE DESIGN PROCESS

14. THE DESIGN PROCESS
• Understand your users
• Users are not rational
• Users are emotional
• Users are not like you
• Users are everything like you
• Users are people

15. UNDERSTANDING
USERS

16. THE USER JOURNEY

17. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
It’s all about actions and actual user experience
THE USER JOURNEY

18. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
Remembering entire sequences: Before, during and efter

19. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
Identifying touch points

20. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
Identifying hassles

21. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
Identifying peak + end

22. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
Identifying your baseline

23. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
Identifying moments of loyalty

24. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
Identifying ambassadors

25. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
…involving new users…

26. THE USER EMPATHY MAP

29. DESIGNTHINKING
APPLIEDTO DIGITAL

30. DIGITAL IS
ALL ABOUTTHE USER

31. FOCUS ON
THE ACTUAL EXPERIENCE

33. ANY CHANCE OF HELP
FROM DIGITAL
PRODUCTS OR SERVICES?

34. SERVICE EVIDENCING

36. Source: http://trivsel.skybrud.dk/

41. BRIDGETHE SERVICE
ANTICIPATION GAP

42. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
Source: https://youtu.be/1C07vGoqzbg

43. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
SERVICE ANTICIPATION GAP
Baseline: Users’ needs and expectations
Peak: Differentiating experiences

44. SERVICE BLUEPRINT

45. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
Synlighedslinje
Interaktionslinje
Fysisk bevis
Brugeroplevelse
Backstage aktiviteter
Support processer
Frontstage aktiviteter

46. Photo: Micky Wiswedel
DESIGN & DIGITAL
SITTIN’ IN ATREE
K-I-S-S-I-N-G

47. kontakt@lauravilsbaek.dk
lauravilsbaek.dk
@lauravilsbaek
THANKS