6. Awareness
Removing Acquisition
Troubleshooting User Engagement Installation
Using Configuration
Learning
7. Engaging with Twitter
@customer I am frustrated with ProductX is bad. It shouldn’t
be so hard to do TaskY.
@support Sorry you are having problems.
Have you seen the tips at http://t.co.abcdefg ?
@customer Thanks. That is helpful. But, I still think the feature
could be easier to use.
@support I’d love to hear your ideas.
Please DM me so we can chat more.
9. Socially Driven Design ™
“Feature Enhancement”
Company +
Author
“Feature Released”
Product
Enhanced
Prototype
Business Author
Unit
Prototype
9
10. Socially driven design enables you to engage
with users on an ongoing basis
Relationships enable better
participation by users in the
design process
16. Erling - Employed at Symantec
- 20 years experience in UX/Usability
Digital Strategist - MS Applied Psychology
- Advanced Radian6 user
“I want to create experiences that delight people”
Recent Tweets:
Mocking up a socially enhanced persona to Top Tasks:
share at #upa2012. This is kind of cool. #ux - Identify and refine search keywords
- Monitor social media mentions
RT @KnowledgeBishop Most will say it can’t - Create socially driven UX methods
be done: Prove them wrong. #BeTheOne
Top Connections:
Wondering why so many brands have a social
presence but don’t respond to their customers
questions. #cx #ux
Events:
CXPA Inaugural Conference October 19-20, 2011
UPA International 2012 Conference June 4-8, 2012
Groups:
19. Partner with a few key social leaders in your company
Get Started
Reach out to socially active customers
20. Let’s continue the Discussion:
Twitter: @XDstrategy
Email: erling_amundson@symantec.com
Thanks to Alan Galindez for visual design assistance.
Some images from stock.xchng at www.sxc.hu.
Notas do Editor
Engaging your users in social media doesn ’t just lead to a better user experience Why UX should lead social listening UX works to improve peoples ’ experience Using customer insights & building relationships to drive experience improvement Builds on traditional UX core skills But… (see next slide) You have research and data experience Different teams use social in different ways Guide conversations toward experience improvement
Note: image from stock.xchng at www.sxc.hu
Here is an example of a persona that includes data from social networks. Use things like where are they, what organizations and networks do they belong to, with whom are they connected, what are they saying in social media.