11. what are you trying to
achieve?
1. vision (business purpose)
whatâs the plan?
2. business
strategy
value proposition
target audience
business model
customer experience strategy
3.
what tools keep customer
the organisation
customer journey map
experience (CX)
aligned?
framework personas
design principles
KPIs and metrics
how do we
execute the plan? 4. strategy driven
tactical execution
cross-disciplinary workïŹow
prototyping in code
evidence driven decisions
agile, iterative methodology
12. Business Model
Yes! you need to understand it
No! you donât need an MBA
(unless you want one)
Make sure you understand and care about
where the money comes in and goes out
(both costs or customers lost).
21. How I work now...
- get a multidisciplinary team quickly.
- sketch to HTML, stay out of photoshop
- real content, prototype/testing content
- multiple prototypes (test lots of ideas, donât commit)
- quickly test both qualitative and âactiveâ use
- let stakeholders âtouchâ your ideas
- iterate, the more quickly to learn more.
- only document what you really need to.
24. Donât work alone
a small, co-located team is best
-you (UX/IA)
- 1 or 2 FE Developers (UX Developers?)
- Content Prototyper
- BA / Project Mgr
- Visual/Graphic Designer
- 1 or two Back End Dev
37. How to Break the Mould?
prototyping new strategies into existence
38. customer journey map
informed by one on one interviews
the massive impact that a connection with someone at
Surrey (staff or current student) can have on this decision
the stress (and
prospectus as souvenir in
opportunity for us) of
subject first, then university early stage of journey the âintellectualâ and very the highly emotional âcultural
the personal statement
online process of making the fitâ process of choosing your
first shortlist âdream universityâ