Presentation of customer and user - centric design problem solving experiences with inspiration and information from from Adaptive Path's User Experience (UX) Intensive workshops and book "Subject To Change" - For Bolin Digital Education Series

1. Designing Customer Experiences image credit: flickr.com/photos/terry_wha/936648702 /

2. Information and inspiration from: image credit: oreilly.com/catalog/9780596516833

4. Output of UX (user experience) Intensive Design strategy Design research Information architecture Interaction design

6. Design Strategy

7. Design Research

8. Information Architecture

9. Interaction & Interface Design

19. Design is:

20. Design is: image credit: flickr.com/photos/12968938@N00/2523178367 /

21. Design is:

22. Design is:

23. Image source : destroyerbeat.files.wordpress.com/2008/08/steve_jobs3.jpg

24. Design is: an activity that requires us to develop empathy for others, which involves a deep understanding of how people will interact with something. It is a process of problem solving that uncovers obvious flaws as well as hidden truths. It is a creative activity that generates things we can react to and helps us draw conclusions and make decisions .

27. Credit: nytimes.com/2008/08/05/science/05apes.html ?_r=1

29. image credit:

30. image credit: flickr.com/photos/uberculture/1385828839 /

31. Ethnography: Employees and business owners generally spend time in board rooms, meeting rooms, offices, studios and airplanes, not in their customer’s living rooms .

32. studying culture, behaviors, motivations, meaning and context … requiring us to build empathy for our clients’ customers! Ethnography involves:

33. Triangulate image credit: jainworld.com/literature/story25il.gif

37. image credit: USPTO

39. Experience design strategy is NOT Parity to competitors’ products, services, features, benefits or brand Better quality management Being the best Being novel Brand strategy

40. “ Hmmm..let’s see….What ideas we can take from our competitors?” image source: dankando.wordpress.com/2009/10 /

43. Product strategy technology > features > experience

44. image credit:

45. Product strategy: technology > features > experience Customer strategy: What users? > tasks, goals, preferences > behaviors, motivations

46. play image credit: Apple manage browse

48. What are the characteristics of a good design strategy? Focuses on what matters to customers the most Truly differentiates itself Is invested in and managed Can be cultivated and nurtured

49. Good rules to follow: Begin with the experience you want to design for, and then identify the components that will deliver it. Build prototypes, not products. Ideas are neither scarce nor fragile. Plan and stage “wow” experiences over time.

51. Proofs of concept (concept model) image credit: flickr.com/photos/bryce/58299511 /

52. Representational (concept) Models

53. Prototypes

56. image credit : http://www.anchorwall.com/

57. image credit : renewalbyandersen.com

59. Radisson customer experience