A talk on how to keep the client happy in a digital project, especially when moving into the 'black box of development' phase. User journeys, user experience, empathy maps, service evidencing and 'the peak end rule'. All tools to provide for your client as well as all other members of the project team, keeping them happy and content all the way. And by that, making you a success.

1. Umbraco Codegarden
#cg16
LauraVilsbaek
@lauravilsbaek
Photo: Micky Wiswedel
USER NEEDS
& PROJECTTEAMS

2. 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
• www.lauravilsbaek.dk / @lauravilsbaek
LAURAVILSBAEK

3. 2015
Supporting Merial on their strategic journey
towards becoming the trusted partner
within pet wellness and animal health.
Business & digital transformation as well as
various digital products & services all aiming
to enable healthier & happier lives for pets,
their parents and their vets.
From pharma company
to pet wellness enabler
Merial

4. 2015
Lots of reports,lots of publications,
lots of knowledge,lots of people.
Not a lot of digital.
Until Skybrud.dk came along and did
a great corporate website in Umbraco.
Research & knowledge
within the public sector
KORA

5. 2015
Bringing a bit of user experience and
adding a touch of design expertise to a
manufacturer manufacturing a lot of the
devices we all use every day.
B2B manufacturer moving
into consumer electronics
Goertek

6. DESIGNTHINKING

7. GOOD
FOR BUSINESS

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

9. IT’S NOT ABOUT
THE DESIGNER

10. IT’S ALL ABOUT PEOPLE

11. DESIGNTHINKING
TOOLS

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

13. 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

14. UNDERSTANDING
USERS

15. THE USER JOURNEY

16. Umbraco Codegarden ‘16@lauravilsbaek
It’s all about actions and actual user experience
THE USER JOURNEY

17. Umbraco Codegarden ‘16@lauravilsbaek
THE USER JOURNEY
Remembering entire sequences: Before, during and efter

18. Umbraco Codegarden ‘16@lauravilsbaek
THE USER JOURNEY
Identifying touch points

19. Umbraco Codegarden ‘16@lauravilsbaek
THE USER JOURNEY
Identifying hassles

20. Umbraco Codegarden ‘16@lauravilsbaek
THE USER JOURNEY
Identifying peak + end

21. Umbraco Codegarden ‘16@lauravilsbaek
THE USER JOURNEY
Identifying your baseline

22. Umbraco Codegarden ‘16@lauravilsbaek
THE USER JOURNEY
Identifying moments of loyalty

23. Umbraco Codegarden ‘16@lauravilsbaek
THE USER JOURNEY
Identifying ambassadors

24. Umbraco Codegarden ‘16@lauravilsbaek
THE USER JOURNEY
…involving new users…

25. THE CLIENT JOURNEY

27. THE USER EMPATHY MAP

30. USER NEEDS
IN PROJECTTEAMS

31. IT’S ALL ABOUT
THE ACTUAL EXPERIENCE

32. OPTIMISETHE PEAK
ANDTHE END

34. SERVICE EVIDENCING

36. COMMUNICATE

37. UNDERSTAND

38. FEEDBACK
MECHANISMS

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

45. Photo: Micky Wiswedel
USER NEEDS &
PROJECTTEAMS

46. kontakt@lauravilsbaek.dk
@lauravilsbaek
THANKS