Companies and brands should think about (user) experience to find new competitive edge for their business. Better experiences create more value for users, which can be in turn transformed into business value for the company.
A talk we had at Texity systems.
Topics were
“ Are you really a User Experience Designer ?
The shift from product design to process design”
Contents
- what is user experience ? A bit of historical perspective
- Who coined the term and what did he mean ? ( Don Norman coined this term)
- how does IA, interaction design, usability, user research, relate to user experience ?
- what is product user experience ?
- how is different from user experience design of a service ?
- if this is User Experience, then what exactly is customer experience ?
- Should there be a designation called User Experience designer?
- The CEO, the engineer, the sales manager , product manager ….. are they UX designers or they aren’t ?
- Product design vs Process design
- The notion of a User , and who is the Customer ….. can user and customer be same ?
- A better term : DUX ( designing for user experience )
The document discusses key principles and methods for designing a great user experience, including principles like Fitts's Law and the Pareto Principle, methods like being prolific, collaborating, iterating, and being flexible, and artifacts created in the UX design process like definition statements, user personas, user stories, site maps, wireframes, prototypes, and more. The presenter is Steve Hickey, who teaches principles of UX design and discusses UI versus UX, select design principles, effective methods for UX designers, and common artifacts created in the UX design process.
Basics in User Experience Design, Information Architecture & UsabilitySebastian Waters
Presentation for my talk about the "Basics in User Experience Design, Information Architecture & Usability" at General Assembly Berlin, January 9th, 2013
This document discusses best practices for user experience (UX) design. It begins by addressing common misconceptions such as thinking visual design is the same as UX or that UI and UX are the same. It emphasizes that UX must precede UI and focus on solving problems and understanding users through research. It then outlines best practices for UX including problem solving at the UX level not just UI, building collaborative cross-functional teams, and establishing an iterative UX process of discovery, strategy, design, testing and launch.
Good designing is also an act of communication between the user and designer and the user. Gets here all the important tips and techniques of user experience design by our expert.
The document provides an overview of the product design process from understanding the problem, ideating solutions, designing and testing, establishing visual design and style, and user testing. It emphasizes the importance of understanding users through personas and user journeys before coming up with solutions. Various tools are suggested for wireframing, prototyping, and testing designs with users. The key takeaways stress designing for user flows rather than screens, sharing ideas early for feedback, and making incremental improvements based on testing.
A talk we had at Texity systems.
Topics were
“ Are you really a User Experience Designer ?
The shift from product design to process design”
Contents
- what is user experience ? A bit of historical perspective
- Who coined the term and what did he mean ? ( Don Norman coined this term)
- how does IA, interaction design, usability, user research, relate to user experience ?
- what is product user experience ?
- how is different from user experience design of a service ?
- if this is User Experience, then what exactly is customer experience ?
- Should there be a designation called User Experience designer?
- The CEO, the engineer, the sales manager , product manager ….. are they UX designers or they aren’t ?
- Product design vs Process design
- The notion of a User , and who is the Customer ….. can user and customer be same ?
- A better term : DUX ( designing for user experience )
The document discusses key principles and methods for designing a great user experience, including principles like Fitts's Law and the Pareto Principle, methods like being prolific, collaborating, iterating, and being flexible, and artifacts created in the UX design process like definition statements, user personas, user stories, site maps, wireframes, prototypes, and more. The presenter is Steve Hickey, who teaches principles of UX design and discusses UI versus UX, select design principles, effective methods for UX designers, and common artifacts created in the UX design process.
Basics in User Experience Design, Information Architecture & UsabilitySebastian Waters
Presentation for my talk about the "Basics in User Experience Design, Information Architecture & Usability" at General Assembly Berlin, January 9th, 2013
This document discusses best practices for user experience (UX) design. It begins by addressing common misconceptions such as thinking visual design is the same as UX or that UI and UX are the same. It emphasizes that UX must precede UI and focus on solving problems and understanding users through research. It then outlines best practices for UX including problem solving at the UX level not just UI, building collaborative cross-functional teams, and establishing an iterative UX process of discovery, strategy, design, testing and launch.
Good designing is also an act of communication between the user and designer and the user. Gets here all the important tips and techniques of user experience design by our expert.
The document provides an overview of the product design process from understanding the problem, ideating solutions, designing and testing, establishing visual design and style, and user testing. It emphasizes the importance of understanding users through personas and user journeys before coming up with solutions. Various tools are suggested for wireframing, prototyping, and testing designs with users. The key takeaways stress designing for user flows rather than screens, sharing ideas early for feedback, and making incremental improvements based on testing.
The document discusses user experience design (UXD) and its relationship to user interface design (UI). UXD focuses on intentionally designing digital products and interactions so that users have a positive experience and easily achieve their goals. It involves principles from psychology, engineering, and design. The goal of UXD is to create experiences that are seamless, effortless, and clear for users. UI refers more specifically to the visual design elements that users directly interact with, like buttons and screens. While distinct, UXD and UI are interrelated, with UXD involving research and testing and UI translating brands and visualizing the product interface. The presenter aims to clearly define UXD and UI to help readers decide which discipline to learn more about
Going from Here to There: Transitioning into a UX Careerdpanarelli
A lot of people are curious about transitioning into the field of User Experience Design (UX). In this talk, I talk about a few different ways that you can transition into a UX career, be it grad school, night classes, or the ol' school of hard knocks, backed up by case studies. This talk was given at NoVA UX Meetup in the offices of AddThis, hosted by organizer Jim Lane.
This document provides an overview of user-centered design. It defines user experience as how a person feels when interacting with a system or product. It then explains that user-centered design is a multi-stage process that involves understanding users' needs through research, designing with the user in mind, and testing designs with real users. The document outlines the user-centered design process and its stages of discovery, definition, design, validation, development and launch. It concludes by listing the benefits of taking a user-centered approach, such as increasing user satisfaction, performance and credibility while reducing costs.
UX & UI: The differences between two abbreviationsJessica Kainu
The difference is that one has an X and one has an I. I mean, yeah but there's a little more to it. This presentation describes the differences between UX and UI design. This focuses on where overlap with UX and UI happens, why this matters, the UX process, and what it is like to work on an agile team.
This deck covers:
What is user experience design?
How lean concepts changed our approach to UXD
How to begin a successful UX project
How to implement user research to get actionable insight
10 Design Trends 2015 - UX & UI Trends for Mobile SolutionsDMI
Do you create or provide a mobile app or web solution? Even if you already have the user interface (UI) and user experience (UX) nailed down to a T, you're never quite finished. With different design elements and solutions going in and out of fashion, you constantly have to ensure that your solution doesn't start to feel dated.
Here's our shortlist of the most exciting things going on in UX/UI Design right now and what we can expect to see in this space in a not too distant future!
User experience is defined as the satisfaction an average user gets from a product. It is important to understand the context, or environment and circumstances, surrounding the product and user to identify the typical user and their needs. Only then can you design a product that provides a good user experience. For example, an aesthetic clock may provide a bad experience for travelers in an airport who need to quickly see the time, but a good experience for hobbyists in an art gallery who just need to know the time. The context and needs of the typical user must define the user experience design.
This document provides an overview of a user experience workshop focused on good design. The workshop consists of 5 chapters that cover various aspects of user experience design including an introduction to good design principles, a shift to user-centered design, interaction design, and mobile design considerations. The document emphasizes designing for the user through techniques like personas, customer journeys, prototypes, and optimizing the user interface. It also discusses persuasive design methods and the evolution of elements like the shopping cart to provide a more seamless user experience. The goal of the workshop is to explore standards and trends in user experience design and how they can create a more gratifying experience for users.
The document discusses user experience (UX) and how it differs from common sense and information architecture. UX focuses on understanding user needs and designing products and services to meet those needs. The value of UX is that it leads to faster and better solutions, greater productivity, and helps companies avoid failures caused by not understanding users. UX combines skills like strategy, research, design and development to simplify complexity and create desirable, feasible and viable solutions from the user's perspective. It is important to involve UX early in projects to avoid costly redesigns later. The amount of time a UX project takes depends on its scope, from a few days for simple projects to over a month for complex ones.
The document discusses the relationship between brand identity and UI/UX design. It notes that brand identity takes disparate elements and unifies them, and consistency is a powerful usability principle. Brand identity elements like color, typeface, graphics, imagery, copywriting and animation need to be explored and iterated in UI/UX. The document outlines some common problems when designers from different disciplines work together, and provides recommendations for brand guidelines and collaboration to ensure both brand visibility and product usability.
User Experience Design - Week 1 (CS4830 at Weber State University). Covers why design matters, the industry, the future of design, and an intro to user interface and user experience.
Usability...Or Strategic User Experience?Paul Sherman
Presentation at Usability Marathon 2, 14 October 2009, http://marathon.uidesign.ru/
Originally presented to the Online Marketing Association's 2009 Conference in San Diego CA, February 2009.
Also presented in shorter form at Big (D)esign 09 in Dallas TX, May 2009.
1. The document discusses UX design, including defining UX, the work of UX designers, and how to review UX.
2. It provides insights into how users interact with digital products and highlights truths about users, such as how they rely on habits and treat products as their property.
3. Examples are given of reviewing the UX of Snapchat for different age groups, finding that younger users prioritized fun over functions while older users focused more on understanding the product.
The document contains 23 quotes about user experience (UX) design from various experts. Some of the key points made in the quotes include: usability is more important than functionality for websites; designers should aim to make interfaces understandable to all users regardless of expertise; there is a tradeoff between functionality and usability so simplicity is important; and designers should start with the customer experience and work backwards from there. The quotes provide advice and insights around topics like web usability, cross-browser compatibility, user research, information architecture, and product design.
Basic Visual Design Principles and UI Design Best PracticesAvijit Chinara
On these slides I have explained visual design principles and UI design best practices. This will help you to improve your visualization and UI Designing skills.
The document outlines 10 key principles for designing effective user experiences: 1) Familiarity, 2) Responsiveness and Feedback, 3) Performance, 4) Intuitiveness and Efficiency, 5) Helpfulness in accomplishing real goals, 6) Delivery of relevant content, 7) Internal Consistency, 8) External Consistency, 9) Appropriateness to Context, and 10) Trustworthiness. It explains that global outsourcing and automation have led to commoditization, so the only way for companies to differentiate is through carefully crafted digital experiences that follow these 10 principles.
Find the Interface Design trends for 2014 by - now freelance - Petra Sell on:
http://www.slideshare.net/volpelino/id14
Prophets Agency presents "ID13": the trends in Interactive Design for 2013. Third year in a row, after the ID11 and ID12 trends. Written and designed by our Design Director Petra Sell.
Starting at the emerging trends in 2012 moving to what is happening in interaction design in 2013. the consolidation of ongoing trends up to future thinking and some advice on how to keep up.
Take your time to browse through the 147 slides of this impressive deck. Brands who fancy a 'live' presentation in their offices can contact us to make an appointment. Do spread along, cause sharing still is caring.
The document provides an overview of UI/UX design principles and processes, including strategies for user needs analysis, information architecture, visual design, and best practices for design tools, resources, and workflows like prototyping, mood boarding, and developing brand guidelines. It also discusses techniques for UX mapping like user journeys, flows, and blueprinting to understand customer interactions. The document is intended as a reference for someone learning about or working in UI/UX design.
User Experience Design: The Missing IngredientTom Nunes
This document discusses how user experience design is an important but often overlooked element in business insurance projects. It argues that starting projects with user research to understand goals and contexts can help ensure systems meet real user needs. While UX design may seem like an added cost, it can actually reduce rework and improve productivity, quality, and customer satisfaction. The document outlines a path to developing internal UX capabilities within a business insurance organization over time.
Putting the "User" back in User ExperienceJeremy Johnson
If you ask a organization "Are you customer centric?" - of course they say "yes", but as you peel back the layers too many organizations have teams of people building products - and the user is nowhere in sight. This talk will go over a number of ways to include users in your product design process, from start to finish. It's time we truly live up to the term "User Experience".
The document discusses user experience design (UXD) and its relationship to user interface design (UI). UXD focuses on intentionally designing digital products and interactions so that users have a positive experience and easily achieve their goals. It involves principles from psychology, engineering, and design. The goal of UXD is to create experiences that are seamless, effortless, and clear for users. UI refers more specifically to the visual design elements that users directly interact with, like buttons and screens. While distinct, UXD and UI are interrelated, with UXD involving research and testing and UI translating brands and visualizing the product interface. The presenter aims to clearly define UXD and UI to help readers decide which discipline to learn more about
Going from Here to There: Transitioning into a UX Careerdpanarelli
A lot of people are curious about transitioning into the field of User Experience Design (UX). In this talk, I talk about a few different ways that you can transition into a UX career, be it grad school, night classes, or the ol' school of hard knocks, backed up by case studies. This talk was given at NoVA UX Meetup in the offices of AddThis, hosted by organizer Jim Lane.
This document provides an overview of user-centered design. It defines user experience as how a person feels when interacting with a system or product. It then explains that user-centered design is a multi-stage process that involves understanding users' needs through research, designing with the user in mind, and testing designs with real users. The document outlines the user-centered design process and its stages of discovery, definition, design, validation, development and launch. It concludes by listing the benefits of taking a user-centered approach, such as increasing user satisfaction, performance and credibility while reducing costs.
UX & UI: The differences between two abbreviationsJessica Kainu
The difference is that one has an X and one has an I. I mean, yeah but there's a little more to it. This presentation describes the differences between UX and UI design. This focuses on where overlap with UX and UI happens, why this matters, the UX process, and what it is like to work on an agile team.
This deck covers:
What is user experience design?
How lean concepts changed our approach to UXD
How to begin a successful UX project
How to implement user research to get actionable insight
10 Design Trends 2015 - UX & UI Trends for Mobile SolutionsDMI
Do you create or provide a mobile app or web solution? Even if you already have the user interface (UI) and user experience (UX) nailed down to a T, you're never quite finished. With different design elements and solutions going in and out of fashion, you constantly have to ensure that your solution doesn't start to feel dated.
Here's our shortlist of the most exciting things going on in UX/UI Design right now and what we can expect to see in this space in a not too distant future!
User experience is defined as the satisfaction an average user gets from a product. It is important to understand the context, or environment and circumstances, surrounding the product and user to identify the typical user and their needs. Only then can you design a product that provides a good user experience. For example, an aesthetic clock may provide a bad experience for travelers in an airport who need to quickly see the time, but a good experience for hobbyists in an art gallery who just need to know the time. The context and needs of the typical user must define the user experience design.
This document provides an overview of a user experience workshop focused on good design. The workshop consists of 5 chapters that cover various aspects of user experience design including an introduction to good design principles, a shift to user-centered design, interaction design, and mobile design considerations. The document emphasizes designing for the user through techniques like personas, customer journeys, prototypes, and optimizing the user interface. It also discusses persuasive design methods and the evolution of elements like the shopping cart to provide a more seamless user experience. The goal of the workshop is to explore standards and trends in user experience design and how they can create a more gratifying experience for users.
The document discusses user experience (UX) and how it differs from common sense and information architecture. UX focuses on understanding user needs and designing products and services to meet those needs. The value of UX is that it leads to faster and better solutions, greater productivity, and helps companies avoid failures caused by not understanding users. UX combines skills like strategy, research, design and development to simplify complexity and create desirable, feasible and viable solutions from the user's perspective. It is important to involve UX early in projects to avoid costly redesigns later. The amount of time a UX project takes depends on its scope, from a few days for simple projects to over a month for complex ones.
The document discusses the relationship between brand identity and UI/UX design. It notes that brand identity takes disparate elements and unifies them, and consistency is a powerful usability principle. Brand identity elements like color, typeface, graphics, imagery, copywriting and animation need to be explored and iterated in UI/UX. The document outlines some common problems when designers from different disciplines work together, and provides recommendations for brand guidelines and collaboration to ensure both brand visibility and product usability.
User Experience Design - Week 1 (CS4830 at Weber State University). Covers why design matters, the industry, the future of design, and an intro to user interface and user experience.
Usability...Or Strategic User Experience?Paul Sherman
Presentation at Usability Marathon 2, 14 October 2009, http://marathon.uidesign.ru/
Originally presented to the Online Marketing Association's 2009 Conference in San Diego CA, February 2009.
Also presented in shorter form at Big (D)esign 09 in Dallas TX, May 2009.
1. The document discusses UX design, including defining UX, the work of UX designers, and how to review UX.
2. It provides insights into how users interact with digital products and highlights truths about users, such as how they rely on habits and treat products as their property.
3. Examples are given of reviewing the UX of Snapchat for different age groups, finding that younger users prioritized fun over functions while older users focused more on understanding the product.
The document contains 23 quotes about user experience (UX) design from various experts. Some of the key points made in the quotes include: usability is more important than functionality for websites; designers should aim to make interfaces understandable to all users regardless of expertise; there is a tradeoff between functionality and usability so simplicity is important; and designers should start with the customer experience and work backwards from there. The quotes provide advice and insights around topics like web usability, cross-browser compatibility, user research, information architecture, and product design.
Basic Visual Design Principles and UI Design Best PracticesAvijit Chinara
On these slides I have explained visual design principles and UI design best practices. This will help you to improve your visualization and UI Designing skills.
The document outlines 10 key principles for designing effective user experiences: 1) Familiarity, 2) Responsiveness and Feedback, 3) Performance, 4) Intuitiveness and Efficiency, 5) Helpfulness in accomplishing real goals, 6) Delivery of relevant content, 7) Internal Consistency, 8) External Consistency, 9) Appropriateness to Context, and 10) Trustworthiness. It explains that global outsourcing and automation have led to commoditization, so the only way for companies to differentiate is through carefully crafted digital experiences that follow these 10 principles.
Find the Interface Design trends for 2014 by - now freelance - Petra Sell on:
http://www.slideshare.net/volpelino/id14
Prophets Agency presents "ID13": the trends in Interactive Design for 2013. Third year in a row, after the ID11 and ID12 trends. Written and designed by our Design Director Petra Sell.
Starting at the emerging trends in 2012 moving to what is happening in interaction design in 2013. the consolidation of ongoing trends up to future thinking and some advice on how to keep up.
Take your time to browse through the 147 slides of this impressive deck. Brands who fancy a 'live' presentation in their offices can contact us to make an appointment. Do spread along, cause sharing still is caring.
The document provides an overview of UI/UX design principles and processes, including strategies for user needs analysis, information architecture, visual design, and best practices for design tools, resources, and workflows like prototyping, mood boarding, and developing brand guidelines. It also discusses techniques for UX mapping like user journeys, flows, and blueprinting to understand customer interactions. The document is intended as a reference for someone learning about or working in UI/UX design.
User Experience Design: The Missing IngredientTom Nunes
This document discusses how user experience design is an important but often overlooked element in business insurance projects. It argues that starting projects with user research to understand goals and contexts can help ensure systems meet real user needs. While UX design may seem like an added cost, it can actually reduce rework and improve productivity, quality, and customer satisfaction. The document outlines a path to developing internal UX capabilities within a business insurance organization over time.
Putting the "User" back in User ExperienceJeremy Johnson
If you ask a organization "Are you customer centric?" - of course they say "yes", but as you peel back the layers too many organizations have teams of people building products - and the user is nowhere in sight. This talk will go over a number of ways to include users in your product design process, from start to finish. It's time we truly live up to the term "User Experience".
User experience doesn't happen on a screen: It happens in the mind.John Whalen
User experience is a vital component of mission-critical projects. The vast majority of experience is digital. We spend insane amounts of time and money designing UX for websites, apps and products to impress users. But the truth is UX isn’t a singular experience we can define. And it doesn’t happen on a screen – it happens in the mind. More specifically, the six minds.
Discover how UX is truly a collection of experiences occurring across six brain concentrations, each with their own processing styles and ideal states. And how, using psychological principles, you can uncover the conscious and subconscious needs of these six minds to appeal to users on cognitive and emotional levels.
This document provides a brief history of graphic design and typefaces. It notes that Gutenberg's Bible was set in Gothic script called Textura. Roman letters emerged in Venice in the 1460s based on a Renaissance humanist handwritten script known as Humanist Minuscule. Bembo and Garamond, two early Old Style fonts, were influential designs from the late 15th and early 16th centuries. The first grid-based font was commissioned by King Louis XIV in 1692. Point size was invented by Pierre Simon Fournier in 1737. William Caslon designed the influential English typeface Caslon in 1725. John Baskerville devised new printing techniques like inks, paper, and pressing
User experiences are your everyday experiences--anything from operating a car, to making a pot of coffee, to ordering a pair of shoes online. User experience is the result of your interactions with a product or service, specifically how it's delivered and its related artifacts according to the design.
In this presentation Nick Finck and Raina Van Cleave will explore the ten characteristics of a great user experience. They will cover all aspects of user experience design such as user research, information architecture, information design, technical writing, interaction design, visual design, brand identity design, accessibly, usability and web analytics. Nick and Raina will also explain how following the ten commandments can boost your web sites, web app, or mobile app's ease of use, appeal, conversion rates, and more.
Slides from a talk I did at Web Directions South in Sydney Oct 2009.
Outline:
Designing for dynamic web applications and mobile devices poses a new set of challenges. Web designers are increasingly being asked to apply their skills to where the page model no longer applies. We need new ways of exploring the user experience and communicating behaviours involving sub-page changes and movement.
Enter rapid prototyping. Widely acclaimed as one of the best ways to create great user experiences, it isn't without it's own pitfalls. This session will discuss the pros and cons of different prototyping techniques, and introduce a new technique called "screenflows" that focuses on visualising the user experience.
Discover how to combine the best of paper prototyping, wireframes and HTML prototyping into one simple and effective prototyping technique. Learn how using this method can dramatically decrease the need for documentation, while increasing the speed and agility of the development process.
Nick will explore the best practices of user experience by reviewing some of the most popular and highly trafficked websites today such as eBay, Amazon, Toyota, Flickr, Twitter, Netflix and more. Nick will identify and explain both good an bad experiences on these sites on the merits of visual design, information architecture, interaction, and ease of use. If there is time we will open the floor for audience submissions and to provide quick feedback and areas of improvement.
Working with frog's UX experts, Melinda curated, collated and edited the GE User Experience Playbook for all those charged with designing GE products and services.
This document discusses lead scoring for B2B marketers. Lead scoring involves assigning a score or grade to marketing leads to assess their propensity to purchase. It examines both explicit factors like budget, needs, and demographics as well as implicit behavioral data. Effective lead scoring requires collaboration between sales and marketing to prioritize leads and maximize sales capacity. While technology can help, lead scoring is more about developing an efficient process. Advanced lead scoring also considers dialogue, offline activity, and adjusting the model over time based on new insights.
Your guide to picking the right User Interface (UI) and creating the best User Experience (UX) in just a short amount of time. Learn how to quickly create mockups, landing pages, and build mock integrations that turn into large ideas.
Have more questions about UX/UI? Contact mvp@koombea.com for additional information or questions and we will get back to you shortly.
The document summarizes the design process of a distributed amplifier (DA) with the goals of 10 dB gain across 2-20 GHz bandwidth, VSWR less than 2, and noise figure less than 4 dB. The report describes optimizing a 6-stage DA design in ADS by adjusting transistor sizes, biasing points, and resistor values to achieve the goals. Key steps included increasing stages from 3 to 6, reducing transistor widths to control gain flatness, and selecting resistor combinations to maximize power compression above 15 dB. The final DA simulation results met all goals except noise figure, which was below 4 dB from 5-20 GHz due to a compromise to improve power compression.
UX As A Strategic Advantage: Designing Revenue | Fresh Tilled Soil LabsFresh Tilled Soil
Richard Banfield, CEO & Co Founder of Fresh TIlled Soil, presented UX For Strategic Advantage during a Designing Revenue Fresh TIllled Soil Lab on October 15, 2012.
Most enterprise companies are terrible at user experience. Despite having a great team or agency it still doesn't turn out right. The problem is your culture and in this deck I break down what to look out for.
Customer Centricity - Examples of Good Customer ServiceAman Deep Dubey
Luka Apps wrote to Lego asking for a replacement toy after losing the one he bought with his Christmas money, and Lego sent him a new set along with an extra toy for Christmas. Peter Shankman jokingly tweeted at Morton's restaurant asking them to deliver a steak upon his arrival at the airport, and they did just that for their regular customer. United Airlines delayed a connecting flight to allow a passenger to meet his dying mother in her final hours. Trader Joe's delivered groceries for an elderly veteran who was snowed in, without charging for the delivery or recommendations for his diet. When early Lexus cars had minor technical issues, Lexus officials visited affected customers at their homes to apologize in person and fix
This document provides guidance on writing reports by outlining the key sections that should be included and examples of each section. It discusses the following main report sections:
1. Title page - Includes the title and relevant details about the report.
2. Abstract/Executive Summary - Summarizes the background, purpose, methods, results, conclusions and recommendations in 100-200 words.
3. Table of Contents - Lists the headings and subheadings to help readers locate information.
4. Introduction - Provides background on the topic and outlines what the report will cover.
5. Body - Presents the findings, discusses them and relates them to relevant theories.
6. Conclusion - Sum
This document discusses user experience design. It begins with the author's career path leading to becoming a user experience designer. Next, it explores what experience and user experience design are, with quotes and photos. The remainder of the document outlines the user experience design process, including vision, research, design, validation, and implementation phases. It provides examples of questions to ask and activities within each phase, such as understanding user needs and goals, prototyping, and usability testing. The overall process aims to build products that people want and need while saving time and money.
Whether you work in-house or at a design studio, it can be a struggle to get your clients to think more like designers—while at the same time encouraging your team to understand the value those clients provide to your design process. This talk is about how to craft successful (and fun) collaborative design sessions for your designers and internal clients. It was delivered by Principal Designer David Sherwin at the HOW Design Conference on Saturday, June 25th, 2011.
Answers to deliver outstanding customer experience with the Omni-Channel Appr...Comarch_Services
Answers to deliver outstanding customer experience with the Omni-Channel Approach - Examples
http://www.comarch.com/trade-and-services/our-solutions/comarch-ict/comarch-it-networks/comarch-contact-center/
The document discusses using games to facilitate collaboration and innovation. It describes Innovation Games® as serious games used to solve business problems by having customers and internal stakeholders work together. Some key benefits mentioned are generating new ideas, understanding customer needs, prioritizing roadmaps and developing consensus. Various games are outlined that can be used for activities like envisioning products, understanding relationships, and identifying hidden problems.
Marketing's Perfect Storm: Critical Mass Presenation by Chris BernardChris Bernard
This is a presentation I gave last fall at a public event that Critical Mass held in Chicago. Like many of my other presentations you'll notice variations on a theme. In this particular case I talk about how social media and the Web in general is disruptive to existing advertising models.
This document outlines the agenda for Day II of an Experience Design seminar at Hyper Island in 2016. The morning session will go deeper into experience design and include a UX case study of the Marine Museum. After lunch, participants will work on journey mapping and generating insights from their research. They will then present their findings. The agenda includes time for teamwork, research, mapping the user experience, and developing insights and presentations. The goal is to further skills in experience design tools like the 5E model, journey mapping, and developing actionable insights from user research.
15 Lesssons From Emotion Design Experience Dynamics Web SeminarExperience Dynamics
The document discusses emotion design and lessons learned from incorporating emotions into products and experiences. It provides an agenda for the seminar which includes defining emotion design, reviewing 15 lessons from emotion design case studies, and how emotion design is being used in products, websites, and to differentiate experiences. Examples of products that use emotion design are also discussed.
How to delight customers? Like Minds conference, 28-29 October 2010, Exeter UKOded Ran
How to delight customers? Applying research and sharing some lessons from our work on Windows Phone 7.
Presented at a workshop at the Like Minds conference, 28-29 October 2010, Exeter, UK.
Motorcycles and the Art of Product DevelopmentShimon Shmueli
There is no aspect of product design and development that is not reflected in motorcycles. It is hard to think about a more intimate experience between a user and a product than the experience of riding a motorcycle, and Shimon can speak about it empathically and passionately both as a motorcyclist and as a product development expert. The lessons that can be learned, the analogies and metaphors, are extremely rich and insightful, even to those who never got close to a machine on two (or three) wheels.
The presentation is targeted to executives and professionals in the areas of product design, development, and marketing, and can be customized to specific areas of interest. Typically the presentation takes 60 minutes, but it can be reduced to 45 minutes, or extended to 120 minutes or more (workshop format).
This presentation is based on the very successful Design for Experience presentation given at various forums and that received excellent reviews.
UX Week 2008 considered what it takes to create great products and services in an uncertain world. With a mix of inspiring talks from recognized thought leaders and hands-on workshops delivering takeaway skills, the event delivered for user experience professionals at all levels — directors, managers, and practitioners.
Tijdens het Cross Media Café - Online Video en Commercie was Jonas de Cooman te gast als spreker. Jonas de Cooman, oprichter Appiness, over het verkopen vanuit de video stream
KLAP is a collective of consultants who use design thinking to help organizations solve challenges from idea to action. They work with companies from startups to large corporations across industries. KLAP shares design thinking techniques through free meetups and collaborations to spread this human-centered problem-solving approach. Their goal is to imagine and create products that help people and organizations become more autonomous.
The document provides tips for building an IT company's brand through video marketing. It recommends identifying target audiences and their interests to create relevant videos. Various video types are discussed like testimonials, explainer videos, product demos, corporate videos, animations, and live videos. The document also suggests using apps, gamification, virtual and augmented reality to engage audiences and distinguish the brand. Building relationships with employees and customers through education and empowerment is also emphasized.
Whether you are an indie practitioner, agency design lead or internal designer at a large company, you have no doubt experienced difficulites selling UX activities or Experience Design as a whole to clients, partners or bosses. Beyond touting the wonderful and magical ROI UX brings to the table, there are concrete strategies you can use to get your point accross and they aren't what you think. Learn how to identify and overcome common barriers to achieving a unified approach to user centered design.
This document provides an overview of user experience (UX) and discusses some key concepts and methods in UX design. It touches on three things that make a product successful: utility, usability, and user experience. It emphasizes the importance of listening to users through methods like interviews, prototyping, and testing. While customers provide important feedback, the document cautions against only listening to customers and suggests following your own intuition as well. Overall, it introduces concepts like the UX design process, influential thinkers in the field like Don Norman and Steve Jobs, and emphasizes balancing innovation with listening to and learning from users.
This document provides an introduction to user experience design. It defines user experience as encompassing all aspects of a user's interaction with a company, service, or product. It describes the role of a user experience designer as involving user research, content creation, coding, user interface design, and competitive analysis. The document outlines techniques for user experience research like usability testing, guerrilla research, and competitive analysis. It discusses how to create personas and problem statements to understand users and design problems. Finally, it provides an activity using a persona and problem statement to demonstrate how to apply this knowledge to design decisions.
Visual design is more than styling. It is function. And not only because it communicates, but also because it makes us feel. And between feeling and communication, people find things easier to use.
Intro To Emotion Design- Pleasurability and Emotional Design- Experience Dyn...Experience Dynamics
1. The document discusses emotion design and its importance in user experience. It outlines how incorporating emotions can improve user satisfaction, perception of quality, and bonding with products.
2. Key aspects of emotion design include identifying pleasurability or "joy of use" and measuring emotional responses. Emotion design focuses on evoking positive emotions while usability focuses more on functionality.
3. Tools like PrEmo and LEMtool can help quantify the impact of emotions on websites and applications by measuring non-verbal responses. Designing for emotions can enhance credibility, ease of use, and performance perceptions.
The document discusses how video can be a powerful tool for organizations to tell their story and communicate with audiences. It notes that video provides a great return on investment if it is well-produced, tailored for the specific audience, and works with other communications. The document provides tips for organizations on whether to contract a video production company, accept pro-bono work, or do it themselves to get the best results.
IT industry empowers every other industry. Think of a famous brand in the IT industry. Try to remember the times when you encountered that brand name….You may remember someone who works for the brand or uses its products…a video shared by your friend with the brand’s name on it or a campaign during Woman’s day. This is how brands get recognized and stay fresh in the minds of people.
More details : http://pixelsutra.com/blog/brand-building-for-your-it-company/
User Experience 8: Business, Ethics and MoreMarc Miquel
Based on the document, dark patterns in games can be categorized into three main types:
1. Temporal dark patterns which manipulate a player's time through repetitive grinding or requiring play during specific time windows.
2. Monetary dark patterns which deceive players into spending more money than intended, such as pay-to-skip challenges or including paid content that was already on the game disc.
3. Social capital dark patterns which exploit social relationships, such as pyramid schemes that require inviting friends or impersonating other players' actions.
The document discusses how these patterns aim to maximize company profits through manipulating time, money or social factors, often against a player's best interests or without their consent. UX professionals must be aware
Ed Limon from Winged Whale Media shares his insights on virtual and augmented...CytrusLogic LLC
Ed Limon is the founder of Winged Whale Media, a promotional video production company. He has been in the digital media industry since 2003. In 2016, he expanded the company's services to include virtual and augmented reality, which has won them many awards. Limon started his own company in 2007 to have more control over the projects he produced and to pursue innovative ideas. What drives him is seeing the impact that impactful videos have and helping clients achieve their goals. The one thing he wants clients to understand is that video marketing is now more important than ever due to rising engagement with video content.
Semelhante a The Value of User Experience (from Web 2.0 Expo Berlin 2008) (20)
Taking AI to the Next Level in Manufacturing.pdfssuserfac0301
Read Taking AI to the Next Level in Manufacturing to gain insights on AI adoption in the manufacturing industry, such as:
1. How quickly AI is being implemented in manufacturing.
2. Which barriers stand in the way of AI adoption.
3. How data quality and governance form the backbone of AI.
4. Organizational processes and structures that may inhibit effective AI adoption.
6. Ideas and approaches to help build your organization's AI strategy.
UiPath Test Automation using UiPath Test Suite series, part 6DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 6. In this session, we will cover Test Automation with generative AI and Open AI.
UiPath Test Automation with generative AI and Open AI webinar offers an in-depth exploration of leveraging cutting-edge technologies for test automation within the UiPath platform. Attendees will delve into the integration of generative AI, a test automation solution, with Open AI advanced natural language processing capabilities.
Throughout the session, participants will discover how this synergy empowers testers to automate repetitive tasks, enhance testing accuracy, and expedite the software testing life cycle. Topics covered include the seamless integration process, practical use cases, and the benefits of harnessing AI-driven automation for UiPath testing initiatives. By attending this webinar, testers, and automation professionals can gain valuable insights into harnessing the power of AI to optimize their test automation workflows within the UiPath ecosystem, ultimately driving efficiency and quality in software development processes.
What will you get from this session?
1. Insights into integrating generative AI.
2. Understanding how this integration enhances test automation within the UiPath platform
3. Practical demonstrations
4. Exploration of real-world use cases illustrating the benefits of AI-driven test automation for UiPath
Topics covered:
What is generative AI
Test Automation with generative AI and Open AI.
UiPath integration with generative AI
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Driving Business Innovation: Latest Generative AI Advancements & Success StorySafe Software
Are you ready to revolutionize how you handle data? Join us for a webinar where we’ll bring you up to speed with the latest advancements in Generative AI technology and discover how leveraging FME with tools from giants like Google Gemini, Amazon, and Microsoft OpenAI can supercharge your workflow efficiency.
During the hour, we’ll take you through:
Guest Speaker Segment with Hannah Barrington: Dive into the world of dynamic real estate marketing with Hannah, the Marketing Manager at Workspace Group. Hear firsthand how their team generates engaging descriptions for thousands of office units by integrating diverse data sources—from PDF floorplans to web pages—using FME transformers, like OpenAIVisionConnector and AnthropicVisionConnector. This use case will show you how GenAI can streamline content creation for marketing across the board.
Ollama Use Case: Learn how Scenario Specialist Dmitri Bagh has utilized Ollama within FME to input data, create custom models, and enhance security protocols. This segment will include demos to illustrate the full capabilities of FME in AI-driven processes.
Custom AI Models: Discover how to leverage FME to build personalized AI models using your data. Whether it’s populating a model with local data for added security or integrating public AI tools, find out how FME facilitates a versatile and secure approach to AI.
We’ll wrap up with a live Q&A session where you can engage with our experts on your specific use cases, and learn more about optimizing your data workflows with AI.
This webinar is ideal for professionals seeking to harness the power of AI within their data management systems while ensuring high levels of customization and security. Whether you're a novice or an expert, gain actionable insights and strategies to elevate your data processes. Join us to see how FME and AI can revolutionize how you work with data!
Best 20 SEO Techniques To Improve Website Visibility In SERPPixlogix Infotech
Boost your website's visibility with proven SEO techniques! Our latest blog dives into essential strategies to enhance your online presence, increase traffic, and rank higher on search engines. From keyword optimization to quality content creation, learn how to make your site stand out in the crowded digital landscape. Discover actionable tips and expert insights to elevate your SEO game.
Monitoring and Managing Anomaly Detection on OpenShift.pdfTosin Akinosho
Monitoring and Managing Anomaly Detection on OpenShift
Overview
Dive into the world of anomaly detection on edge devices with our comprehensive hands-on tutorial. This SlideShare presentation will guide you through the entire process, from data collection and model training to edge deployment and real-time monitoring. Perfect for those looking to implement robust anomaly detection systems on resource-constrained IoT/edge devices.
Key Topics Covered
1. Introduction to Anomaly Detection
- Understand the fundamentals of anomaly detection and its importance in identifying unusual behavior or failures in systems.
2. Understanding Edge (IoT)
- Learn about edge computing and IoT, and how they enable real-time data processing and decision-making at the source.
3. What is ArgoCD?
- Discover ArgoCD, a declarative, GitOps continuous delivery tool for Kubernetes, and its role in deploying applications on edge devices.
4. Deployment Using ArgoCD for Edge Devices
- Step-by-step guide on deploying anomaly detection models on edge devices using ArgoCD.
5. Introduction to Apache Kafka and S3
- Explore Apache Kafka for real-time data streaming and Amazon S3 for scalable storage solutions.
6. Viewing Kafka Messages in the Data Lake
- Learn how to view and analyze Kafka messages stored in a data lake for better insights.
7. What is Prometheus?
- Get to know Prometheus, an open-source monitoring and alerting toolkit, and its application in monitoring edge devices.
8. Monitoring Application Metrics with Prometheus
- Detailed instructions on setting up Prometheus to monitor the performance and health of your anomaly detection system.
9. What is Camel K?
- Introduction to Camel K, a lightweight integration framework built on Apache Camel, designed for Kubernetes.
10. Configuring Camel K Integrations for Data Pipelines
- Learn how to configure Camel K for seamless data pipeline integrations in your anomaly detection workflow.
11. What is a Jupyter Notebook?
- Overview of Jupyter Notebooks, an open-source web application for creating and sharing documents with live code, equations, visualizations, and narrative text.
12. Jupyter Notebooks with Code Examples
- Hands-on examples and code snippets in Jupyter Notebooks to help you implement and test anomaly detection models.
HCL Notes and Domino License Cost Reduction in the World of DLAUpanagenda
Webinar Recording: https://www.panagenda.com/webinars/hcl-notes-and-domino-license-cost-reduction-in-the-world-of-dlau/
The introduction of DLAU and the CCB & CCX licensing model caused quite a stir in the HCL community. As a Notes and Domino customer, you may have faced challenges with unexpected user counts and license costs. You probably have questions on how this new licensing approach works and how to benefit from it. Most importantly, you likely have budget constraints and want to save money where possible. Don’t worry, we can help with all of this!
We’ll show you how to fix common misconfigurations that cause higher-than-expected user counts, and how to identify accounts which you can deactivate to save money. There are also frequent patterns that can cause unnecessary cost, like using a person document instead of a mail-in for shared mailboxes. We’ll provide examples and solutions for those as well. And naturally we’ll explain the new licensing model.
Join HCL Ambassador Marc Thomas in this webinar with a special guest appearance from Franz Walder. It will give you the tools and know-how to stay on top of what is going on with Domino licensing. You will be able lower your cost through an optimized configuration and keep it low going forward.
These topics will be covered
- Reducing license cost by finding and fixing misconfigurations and superfluous accounts
- How do CCB and CCX licenses really work?
- Understanding the DLAU tool and how to best utilize it
- Tips for common problem areas, like team mailboxes, functional/test users, etc
- Practical examples and best practices to implement right away
Generating privacy-protected synthetic data using Secludy and MilvusZilliz
During this demo, the founders of Secludy will demonstrate how their system utilizes Milvus to store and manipulate embeddings for generating privacy-protected synthetic data. Their approach not only maintains the confidentiality of the original data but also enhances the utility and scalability of LLMs under privacy constraints. Attendees, including machine learning engineers, data scientists, and data managers, will witness first-hand how Secludy's integration with Milvus empowers organizations to harness the power of LLMs securely and efficiently.
For the full video of this presentation, please visit: https://www.edge-ai-vision.com/2024/06/building-and-scaling-ai-applications-with-the-nx-ai-manager-a-presentation-from-network-optix/
Robin van Emden, Senior Director of Data Science at Network Optix, presents the “Building and Scaling AI Applications with the Nx AI Manager,” tutorial at the May 2024 Embedded Vision Summit.
In this presentation, van Emden covers the basics of scaling edge AI solutions using the Nx tool kit. He emphasizes the process of developing AI models and deploying them globally. He also showcases the conversion of AI models and the creation of effective edge AI pipelines, with a focus on pre-processing, model conversion, selecting the appropriate inference engine for the target hardware and post-processing.
van Emden shows how Nx can simplify the developer’s life and facilitate a rapid transition from concept to production-ready applications.He provides valuable insights into developing scalable and efficient edge AI solutions, with a strong focus on practical implementation.
HCL Notes und Domino Lizenzkostenreduzierung in der Welt von DLAUpanagenda
Webinar Recording: https://www.panagenda.com/webinars/hcl-notes-und-domino-lizenzkostenreduzierung-in-der-welt-von-dlau/
DLAU und die Lizenzen nach dem CCB- und CCX-Modell sind für viele in der HCL-Community seit letztem Jahr ein heißes Thema. Als Notes- oder Domino-Kunde haben Sie vielleicht mit unerwartet hohen Benutzerzahlen und Lizenzgebühren zu kämpfen. Sie fragen sich vielleicht, wie diese neue Art der Lizenzierung funktioniert und welchen Nutzen sie Ihnen bringt. Vor allem wollen Sie sicherlich Ihr Budget einhalten und Kosten sparen, wo immer möglich. Das verstehen wir und wir möchten Ihnen dabei helfen!
Wir erklären Ihnen, wie Sie häufige Konfigurationsprobleme lösen können, die dazu führen können, dass mehr Benutzer gezählt werden als nötig, und wie Sie überflüssige oder ungenutzte Konten identifizieren und entfernen können, um Geld zu sparen. Es gibt auch einige Ansätze, die zu unnötigen Ausgaben führen können, z. B. wenn ein Personendokument anstelle eines Mail-Ins für geteilte Mailboxen verwendet wird. Wir zeigen Ihnen solche Fälle und deren Lösungen. Und natürlich erklären wir Ihnen das neue Lizenzmodell.
Nehmen Sie an diesem Webinar teil, bei dem HCL-Ambassador Marc Thomas und Gastredner Franz Walder Ihnen diese neue Welt näherbringen. Es vermittelt Ihnen die Tools und das Know-how, um den Überblick zu bewahren. Sie werden in der Lage sein, Ihre Kosten durch eine optimierte Domino-Konfiguration zu reduzieren und auch in Zukunft gering zu halten.
Diese Themen werden behandelt
- Reduzierung der Lizenzkosten durch Auffinden und Beheben von Fehlkonfigurationen und überflüssigen Konten
- Wie funktionieren CCB- und CCX-Lizenzen wirklich?
- Verstehen des DLAU-Tools und wie man es am besten nutzt
- Tipps für häufige Problembereiche, wie z. B. Team-Postfächer, Funktions-/Testbenutzer usw.
- Praxisbeispiele und Best Practices zum sofortigen Umsetzen
Unlock the Future of Search with MongoDB Atlas_ Vector Search Unleashed.pdfMalak Abu Hammad
Discover how MongoDB Atlas and vector search technology can revolutionize your application's search capabilities. This comprehensive presentation covers:
* What is Vector Search?
* Importance and benefits of vector search
* Practical use cases across various industries
* Step-by-step implementation guide
* Live demos with code snippets
* Enhancing LLM capabilities with vector search
* Best practices and optimization strategies
Perfect for developers, AI enthusiasts, and tech leaders. Learn how to leverage MongoDB Atlas to deliver highly relevant, context-aware search results, transforming your data retrieval process. Stay ahead in tech innovation and maximize the potential of your applications.
#MongoDB #VectorSearch #AI #SemanticSearch #TechInnovation #DataScience #LLM #MachineLearning #SearchTechnology
Digital Marketing Trends in 2024 | Guide for Staying AheadWask
https://www.wask.co/ebooks/digital-marketing-trends-in-2024
Feeling lost in the digital marketing whirlwind of 2024? Technology is changing, consumer habits are evolving, and staying ahead of the curve feels like a never-ending pursuit. This e-book is your compass. Dive into actionable insights to handle the complexities of modern marketing. From hyper-personalization to the power of user-generated content, learn how to build long-term relationships with your audience and unlock the secrets to success in the ever-shifting digital landscape.
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How to Get CNIC Information System with Paksim Ga.pptx
The Value of User Experience (from Web 2.0 Expo Berlin 2008)
1. User
Experience
Oct 21, 2008 N. Nyman Oy niko@nnyman.com
My name is Niko Nyman, and I’ve run a tiny company for 11 years. We do Rich Internet
Application development. Meanwhile, I’ve co-written a book on social media and marketing,
in Finnish. You can read more about me on my blog: http://www.nnyman.com/personal/
about/
2. User
Experience
Oct 21, 2008 N. Nyman Oy niko@nnyman.com
Why do I talk about user experience? Because I truly believe good experiences can make the
world a better place.
In the Web 2.0 Expo Tim O’Reilly urged people to “work on stu! that matters”. I believe bad,
meaningless experiences just won’t cut it.
3. Simply
Experience
Oct 21, 2008 N. Nyman Oy niko@nnyman.com
I want to talk about the experiences of everyone: consumers, customers, employees,
competitors… people. How people who interact with your product, service or your company
experience those interactions.
4. 1. What Experience
2. Experience design
3. Thinking about Experience
4. Evaluating Experiences
5. Value of Experience
5. ence is
Oct 21, 2008 N. Nyman Oy niko@nnyman.com
So, what is experience?
6. Experience is
Subjective. PERIOD.
First of all, experience is completely subjective.
7. Experience is
small things
Oct 21, 2008 N. Nyman Oy niko@nnyman.com
Experience is small things.
It’s a heart in my co!ee.
8. Experience is
a great movie
Oct 21, 2008 N. Nyman Oy niko@nnyman.com
It’s seeing a great movie.
9. Experience is
a pleasant
surprise
Oct 21, 2008 N. Nyman Oy niko@nnyman.com
A pleasant surprise is an experience.
It’s receiving an unexpected letter.
Stu! that triggers your emotions.
10. Experience is
a phone keypad
you can feel
Oct 21, 2008 N. Nyman Oy niko@nnyman.com
Experience is tactile feedback, a phone keypad you can feel.
(Unlike my iPhone.)
11. Experience is
using your phone
for creating art
Oct 21, 2008 N. Nyman Oy niko@nnyman.com
Experience is finding unexpected uses for common objects. It’s stu! that triggers your mind.
(This is a long exposure shot of drawing images in the air with the flashlight of the previously
shown cheap Nokia phone.)
13. Experience is
memories
Oct 21, 2008 N. Nyman Oy niko@nnyman.com
Experience is memories. This summer Club Unity, a club my friends have run for 12 years,
had an event on a small island in front of Helsinki. They took a photo of 400 party-goers on
the beach, then emailed the photo to each and every one. They made sure the night will not
be forgotten.
14. Experience is
learning
Oct 21, 2008 N. Nyman Oy niko@nnyman.com
Experience is learning new skills.
15. Experience is
knowledge
Oct 21, 2008 N. Nyman Oy niko@nnyman.com
Experience is knowledge. The capability to combine what you’ve learned in meaningful ways.
16. Experience is
life
experience
Oct 21, 2008 N. Nyman Oy niko@nnyman.com
And experience is all this, accumulated over time.
It’s life experience.
17. disconnected
moments
The small moments you remember become more interesting and more memorable when you
see the connections between those experience moments.
18. disdis
connected
moments
The small moments you remember become more interesting and more memorable when you
see the connections between those experience moments.
19. Experience
A stream of disconnected, separate experiences, become a whole, continuously evolving
Experience.
20. longevity
This idea of connected experiences underlines how important it is for product experiences to
have longevity. The Wii is built on the experience of shared play. The experience is designed
to last and grow better by time.
21. wow!
The rollout experience of Sony PS3 was designed to provide a great first impression by
wowing users with great specs and lists of features. I hear the games are not that great. How
long does the PS3 experience last?
22. BIG
PICTURE
A wholistic experience is about making sure the big picture…
24. Apple store in San Francisco by tanakawho on Flickr
Can Experiences
be designed?
Oct 21, 2008 N. Nyman Oy niko@nnyman.com
If to design is to “plan something with a specific intention”, then yes, experiences can be
designed. You cannot create a blueprint for how an experience will unfold, but you can take
measures to maintain the intent of providing a certain kind of experience through all you
do.
25. User
Experience design
is a mindset
Experience design is more a mindset than a field of practice.
Experience design is not something you apply to a product, it’s how you create a product.
26. Everyone should work on creating the intended experiences. Together! Everyone not only can,
but will influence the experience of a company and their products. Everyone, from the
packaging warehouse to HR, not only the designers. Experiences are (or should be) part of
the company DNA.
27. management
Because everyone is involved, a company’s ability to create good experiences is a
management issue. You need managers who can make the hard decisions required to
enforce the intended experience materializes in the products.
28. human
resources
And it is a human resources issue. Personnel issue. Human issue. You need great
communications and true leadership.
29. culture
It is a culture issue. Employees need an environment that supports and guides them in
creating the experiences the company wants to provide.
You need a clear vision shared by all employees.
You need to empower the employees to act towards the vision.
30. ! Vision
! Maintain intent
Experience Design is:
— creating a strong vision of intended experience
— creating the necessary practices to maintain the intent
32. Mortality & User Experience - Slide (12) by ario j on Flickr
Oct 21, 2008 N. Nyman Oy niko@nnyman.com
Every time someone handles a product, uses a service, talks to someone at a company, they
have an encounter with the company. Every encounter is an experience moment and builds
the overall experience about the company and their products.
33. No active interaction is needed: If I see a McDonalds sign, I will have an encounter with the
McDonalds brand, and it will a!ect the image of McDonalds I have in my head.
34. Most encounters with companies are forgettable, but some are remembered. The question is,
how will you be remembered?
If you had taken this photo, you might remember it was Emirates airlines that provided you
with the memories of this breathtaking view.
35. It is most important to identify the encounters that form the experience you’re creating for
people. You can call these encounters touchpoints, experience moments, service moments,
interactions... depending on where you come from and what field you work in.
36. The next step is to link the encounters together, to understand the overall experience
you’re providing. Service designers talk about the customer journey, and what are the service
moments the customer goes through for a given service.
37. Hyundai in Finland has thought carefully about what is lacking in the Hyundai experience.
They figured people have a hard time justifying their choice, after they have made the
purchase. So, they actively provide the customers with rationale for choosing the brand.
38. Think of the full lifecycle of the product and all manifestations of the product and the
brand.
39. Be aware of your experiences: 1—What happened? 2—How did I react? What was my
subjective response? 3—Was the experience likely to be intentional/designed? 4—How does
this experience a!ect what I think of the provider of the experience (a company, for
instance)?
40. Be someone else. It takes great empathy to create a good experience. To create relevant
experiences, you have to Forget everything you know and design for others. Align with the
expected patience, level of interest, and depth of knowledge of your users. Talk in the users’
language.
41. Avoid sugar coating. If you think you’re helping yourself by putting lipstick on your product,
you’re setting up yourself for failure. You’re raising expectations, and you know you will fail
them. There are no shortcuts with experiences. Fix the problems, don’t hide them.
42. Think about design cues. Car manufacturers use design cues to maintain consistency in their
range of car models. Think how design cues could be applied to experiences provided by a
company. The idea, the intention remains, while the execution changes.
43. Virgin Atlantic doesn’t want to make their customer service sta! into service robots. They
want to make them into service experts. Providing the customer experience is not about
following a service manual to the letter, but making sure the customer has a good experience
every time.
44. I’ve already said this but: involve everyone. By getting everyone involved you will help make
sure the user expectations and the resulting experience are aligned. In practice, this could be
about making sure marketing and design and engineering are talking to each other.
45. experience
design
Realize that anything, even the smallest detail can be “experience designed”. My parents love
movies. They have a dvd player/projector, which instead of a pause button has a “co!ee
pause” button. The button pauses the movie and fades the screen white, illuminating the
room.
46. Experience design can be a strategic question, too. The Apple experience is arguably very
integrated, but teleoperators now control areas of the iPhone experience, providing sales and
service; they control many of the encounters users will have with the iPhone. How does Apple
manage this?
47. Apple store in San Francisco by tanakawho on Flickr
Evaluating
Experiences
Oct 21, 2008 N. Nyman Oy niko@nnyman.com
How do you know you have created a good experience? How can you quantify the user
experience?
48. Oct 21, 2008 N. Nyman Oy niko@nnyman.com
It’s a bit like asking “how much in love are you?”
You know you are, but just how much?
49. no. yes!
-3 -2 -1 1 2 3
Oct 21, 2008 N. Nyman Oy niko@nnyman.com
You could create a poll asking quantifiable questions: is there enough holding hands? Does
he bring home flowers often enough? Is there enough quality time spent together? Is there
enough time spent… between the sheets? You can do this, but does it tell you how much in
love you are?
50. Context / convenience
INCONVENIENT CONVENIENT
ATTRACTIVE
GOOD
EXPERIENCE
Taste GOOD
ENOUGH
/ appeal EXPERIENCE
UNATTRACTIVE
BAD
EXPERIENCE
Despite this, here’s my model. It has two axes: context, or convenience on the horizontal
axis, and taste, or appeal on the vertical axis (things that draw you onto something). Imagine
a dot in the center, then start moving it around according to how you feel about an
experience.
51. Context / convenience
INCONVENIENT CONVENIENT
ATTRACTIVE
GOOD
EXPERIENCE
A few examples of what you could concentrate on to make an experience better on the
horizontal axis. Right is better, left is worse.
52. INCONVENIENT CONVENIENT
ATTRACTIVE
GOOD
EXPERIENCE
Implement only the absolutely necessary.
Complete on features vs. Only the right features.
53. GOOD
EXPERIENCE
Save users’ time. Waste of time vs. Time well spent.
The route planning service Reittiopas transforms sometimes complex public transportation
routes into a convenient and quick way to travel.
54. Let users be undecisive.
Permanent vs Undoable.
Dishwasher that can be paused or interrupted.
55. Fully Easy
detailed overview
INCONVENIENT CONVENIENT
ATTRACTIVE
GOOD
EXPERIENCE
Help users get started quickly.
Overwhelming with detail vs. o!ering an overview that is easy to grasp, and most
importantly, easy to start with.
56. Incom- Com-
patible patible
INCONVENIENT CONVENIENT
ATTRACTIVE
GOOD
EXPERIENCE
Play nice with other gizmos the user might be using.
57. Closed Open
system system
INCONVENIENT CONVENIENT
ATTRACTIVE
GOOD
EXPERIENCE
Let users find creative uses. Be hackable, mashable, connectable. Build an API.
58. Complex
to Simple to
operate operate
INCONVENIENT CONVENIENT
ATTRACTIVE
GOOD
EXPERIENCE
Make it e!ortless to use.
59. In your Subtle
face
INCONVENIENT CONVENIENT
ATTRACTIVE
GOOD
EXPERIENCE
Be subtle. Don’t shout at the user. Make your service as invisible to the users as you can.
60. Has me Doesn’t
thinking make me
think
INCONVENIENT CONVENIENT
ATTRACTIVE
GOOD
EXPERIENCE
Don’t make me think.
61. Effort in
Effort in Benefit
Benefit out
out
INCONVENIENT CONVENIENT
ATTRACTIVE
GOOD
EXPERIENCE
Balance the e!ort and benefit for the users.
62. Not the The right
right time time
INCONVENIENT CONVENIENT
ATTRACTIVE
GOOD
EXPERIENCE
Talk to the users only at the right time.
Don’t engage users at an inappropriate time.
63. The wrong The right
place place
INCONVENIENT CONVENIENT
ATTRACTIVE
GOOD
EXPERIENCE
Talk to the users only at the right place.
Engage users where they want to be engaged with your products.
64. INCONVENIENT
ATTRACTIVE
Taste / appeal
UNATTRACTIVE
BAD
EXPERIENC
A few tips to increase the appeal of experiences.
65. INCONVENIENT
ATTRACTIVE
Beautiful
UNATTRACTIVE
Ugly BAD
EXPERIENC
Make it prettier.
Everybody likes beauty, whatever it means to them.
66. INCONVENIENT
ATTRACTIVE
Interesting
UNATTRACTIVE
Boring BAD
EXPERIENC
Feed the users’ curiosity.
67. INCONVENIENT
ATTRACTIVE
Pleasant
UNATTRACTIVE
Unpleasant BAD
EXPERIENC
Act nice.
Unpleasant vs Pleasant.
Rude vs. Friendly.
Valid characteristics especially for service products.
68. INCONVENIENT
ATTRACTIVE
Compassionate
UNATTRACTIVE
Could not
care less BAD
EXPERIENC
Care about your users.
An attitude of “could not care less” vs. a compassionate attitude. Again valid for service. With
a little creativity, extendable to user interfaces too.
69. INCONVENIENT
ATTRACTIVENESS
ATTRACTIVE
UNATTRACTIVE
BAD
EXPERIENC
Not designed vs. designed. Hire a big name designer.
People buy plain co!ee mugs because they have been designed by someone whose name
they know. Who cares? Most people do! We’re drawn to “design”.
70. INCONVENIENT
ATTRACTIVENESS
ATTRACTIVE
UNATTRACTIVE
BAD
EXPERIENC
Get the right people to use it.
If Burberry doesn’t know what to do when the wrong people start using it, neither do I.
71. INCONVENIENT
ATTRACTIVENESS
ATTRACTIVE
UNATTRACTIVE
BAD
EXPERIENC
Bad reputation vs. Good reputation. Do everything you can to maintain your reputation.
These are two Finnish banks. The one on the left recently merged with Danske Bank and
screwed up everyone’s accounts for weeks. They tried to play it down at first and lost
thousands of customers.
72. INCONVENIENT
ATTRACTIVENESS
ATTRACTIVE
UNATTRACTIVE
BAD
EXPERIENC
Make it exclusive.
Too cheap vs. A!ordable.
73. INCONVENIENT
ATTRACTIVE
Trusted
UNATTRACTIVE
Not trusted BAD
EXPERIENC
Prove your trustworthiness.
Do you trust this product? Do you trust this company to deliver?
74. INCONVENIENT
ATTRACTIVE
Trusting
UNATTRACTIVE
Distrustful BAD
EXPERIENC
Trust your users.
Does the company trust you? Are you being treated as a thief or as a valued customer?
75. INCONVENIENT
Tested and
ATTRACTIVE
true
UNATTRACTIVE
Never
heard BAD
EXPERIENC
Let people know others use and enjoy your services too.
A product you’ve never heard of cannot have a bad reputation for you, but neither a good
one. We tend to trust tested and true products.
76. INCONVENIENT
ATTRACTIVE
Looks simple
UNATTRACTIVE
Looks complex BAD
EXPERIENC
Make it look simple.
This is about perceived complexity and simplicity. And looks can be deceiving.
77. INCONVENIENT
Seems to have
ATTRACTIVE
all I need
UNATTRACTIVE
Looks
inadequate BAD
EXPERIENC
Make it look like it does everything.
Again, the reality might be di!erent. And another problem is, people often overestimate what
they need, and get drawn to things that are more than they will every really need.
78. INCONVENIENT
ATTRACTIVE
Available
UNATTRACTIVE
Unavailable BAD
EXPERIENC
Make sure your product is available.
It baquot;es me how some music and small manufacturers’ prodcuts are often impossible to get.
We have this thing called the internet where anything is one google search away, you know.
79. INCONVENIENT
ATTRACTIVE
Cheap or free
UNATTRACTIVE
Too expensive BAD
EXPERIENC
Make it a!ordable.
Free samples. Buy two get third for free. Two for one. Coupons.
Free is attractive.
80. INCONVENIENT
The easy
ATTRACTIVE
choice
UNATTRACTIVE
One of
too many BAD
EXPERIENC
Be the first choice.
Come first in Google search. Get the best spot on the store shelf.
81. INCONVENIENT
ATTRACTIVE
Different
UNATTRACTIVE
Same BAD
EXPERIENC
Be di!erent.
82. INCONVENIENT
ATTRACTIVE
Safe
UNATTRACTIVE
Dangerous BAD
EXPERIENC
Be safe.
Be extreme.
83. INCONVENIENT
ATTRACTIVE
Dangerous
UNATTRACTIVE
Safe BAD
EXPERIENC
Be safe.
Be extreme.
84. INCONVENIENT
Has personal
ATTRACTIVE
meaning
UNATTRACTIVE
Meaningless BAD
EXPERIENC
Talk to people’s hearts, not their minds.
85. Context / convenience
INCONVENIENT CONVENIENT
ATTRACTIVE
GOOD
EXPERIENCE
Taste / GOOD
appeal ENOUGH
EXPERIENCE
UNATTRACTIVE
BAD
EXPERIENCE
After plotting various characteristics on the graph, moving the imaginary dot around, you will
have ended somewhere on the graph. The graph is calibrated by the users expectations,
attitudes, previous knowledge, cultural background, etc. It’s completely subjective!
86. Why design
experiences?
What makes experiences so valuable in business.
87. The New Fred Meyer on Interstate on Lombard by lyzadanger on Flickr
Oct 21, 2008 N. Nyman Oy niko@nnyman.com
It’s easier than ever to create new products.
There’s more competition than ever.
88. In fact, you can go to a website like alibaba.com to get anything manufactured in Asia,
quickly and cheaply.
89. The New Fred Meyer on Interstate on Lombard by lyzadanger on Flickr
Oct 21, 2008 N. Nyman Oy niko@nnyman.com
A product with a Superior Experience stands out. Experience creates competitive advantage.
It’s not like the idea of experience as a di!erentiator is new.
Jerry Gregoire, chief information o#cer at Dell said…
90. “The customer
experience is the
next competitive
battleground.”
— Jerry Gregoire
1999
quot;The customer experience is the next competitive battleground.quot;
He said this in 1999.
91. 95%
agree
In fact, according to one study 95% of business leaders agree.
92. Perfection!
Good
experience
The problem I see is that most companies view their e!orts like this:
Good enough experience means basic usability requirements are met, service exists, etc.
Perfection is the extra mail “we’re working on”, finishing details etc.
93. Perfection!
Good
experience
Perfection!
Good
experience
This is how the users feel about the experience: Good enough means everything works
smoothly. Perfection is that everything works automatically, transparently, with zero e!ort,
and no waiting. It’s all about details!
94. Apple's worst product ever by albertus on Flickr
Growing dissatisfaction
with products
Oct 21, 2008 N. Nyman Oy niko@nnyman.com
For this reason I think there is a growing dissatisfaction with products.
…which makes good experiences all the more important di!erentiator.The average user
experience of products hasn’t probably gotten worse, we've just got more intolerant of bad
experiences. Why?
95. Foobar Poster - The Internet by Sebastian Prooth on Flickr
EVERYTHING
NOW
Oct 21, 2008 N. Nyman Oy niko@nnyman.com
We have become used to instant gratification. We are used to having everything now. We’re
intolerant to waiting.
96. And You Thought Airline Food Was Bad... by jochenWolters on Flickr
SHARE(BAD)EXPERIENCES
Oct 21, 2008 N. Nyman Oy niko@nnyman.com
We can now share experiences easier — especially bad ones.
The sharing of bad experiences fulfills an important role in the evolution of mankind, helping
people avoid making the same mistakes someone else has made.
97. e il tempo passa...o forse no by confusedvision on Flickr
TIME
HAS BECOME
MORE VALUABLE
Oct 21, 2008 N. Nyman Oy niko@nnyman.com
We’re intolerant of bad experiences because there’s simply too much to see, read, listen to —
too much to experience. Products compete for the time of people. Time has become more
valuable. Often the best experiences simply minimize needed attention.
98. Hotel Marqués De Riscal by brockleyboyo on Flickr
Apple's worst product ever by albertus
Growing SATISFACTION
with experiences
Oct 21, 2008 N. Nyman Oy niko@nnyman.com
On the other hand, there’s a growing satisfaction with experiences. People are willing to
invest in experiences. And not only for Gehry designed hotels, but even the smallest
experiences which reduce e!ort.
99. Old people tell me that as people grow they find more things to worry about — it can almost
feel like the world is breaking apart. Good experiences make daily existence easier, and
therefore are craved for. Trendwatching.com talks about “daily lubricants”.
100. Italy by Kazze on Flickr
SHARING makes
experiences more
valuable
Oct 21, 2008 N. Nyman Oy niko@nnyman.com
We’re more satisfied with experiences because digital media has enabled us to share
experiences, without actually having to experience them together. Sharing is important
because sharing makes experiences more valuable.
101. by ~RAYMOND on Flickr
Oct 21, 2008 N. Nyman Oy niko@nnyman.com
Like they say: you’ll always have Paris…
102. Oct 21, 2008 N. Nyman Oy niko@nnyman.com
…but not those shoes you wore.
103. The funny thing about concentrating on experiences is that it doesn’t cost much, but the
returns can be huge.
- It’s just a mindset after all.
104. Cost of Cost of
creating a bad creating a good
experience experience
The cost of creating good experiences vs. the cost of creating bad experences are almost
equal. It takes virtually the same e!ort to create a good experience than a bad experience.
While you’re doing something, why not do it well?
105. Value of a bad Value of a good
experience experience
The value for the user is immensely di!erent. Your business model is how you translate the
value provided to users into profit.
106. I’m not delusional about the power of experiences: Despite Apple’s superior focus on
experience, Nokia will still kick Apple’s ass in the mobile phone market when comparing
profit. But in many industries the balance of power is di!erent.
107. experience lived up to their promises? chase. (See Figure 1)
FIG. 1: BUSINESS DYNAMICS ARE BETTER FOR CUSTOMER EXPERIENCE LEADERS
Customer experience index relative to industry average
First quartile Second quartile Third quartile Fourth quartile
Likelihood to consider
another purchase from 6.0%
provider compared to
industry average 2.1%
-3.0%
y Reluctance to switch
-8.9%
business away from 6.8%
provider compared to
or industry average 1.1%
mer
e
-4.0%
g.
Source: North American Technographics® customer experience online survey. Q3 2007 -11.2%
Research shows that there is a remarkably close correlation between good customer
experiences and customer loyalty. The customers of companies who provide good
experiences are more likely to buy again from the same provider, and more reluctant to
switch over to competitors.
108. Good experiences win customers’ hearts. At most extreme cases, good experiences create
customers who love you. The advertising agency Saatchi & Saatchi talk about lovemarks,
companies and products that transcend brands.
109. Experience
Oct 21, 2008 N. Nyman Oy niko@nnyman.com
Remarkable experiences leave a mark — whether the experience is remarkably good, or
remarkably bad. These memories are mind-share, essentially brand equity, the capital of
brands.
110. I have a dream…
I dream of a day when products fullfill my needs without a glitch, when I am being served
swiftly, compassionately and with understanding, by humans and computers alike. Not
because I’m a designer and I like good experiences but because good experiences make the
world a better place.
111. I have a dream…
Good experiences help us do more good. Good experiences help us feel better about what
we’re doing. Good experiences free us to spend more time on the important things and less
on the mundane. Don’t make another useless fully ajaxed web2.0 product. Make the future
better.
113. Roll the credits
http://www.flickr.com/photos/wwworks/ Thank you.
N. Nyman Oy
2222523978/ Niko Nyman
niko@nnyman.com
http://www.flickr.com/photos/ www.nnyman.com
8388956@N06/1123806188/
http://www.flickr.com/photos/mvs/2432686869/
Mine!
Stolen (it’s promotion for the movie, you know:
check out Wall-E, I hear it’s great)
http://www.flickr.com/photos/mikewade/
2532758930/
I have no idea where this came from.
114. Roll the credits
Probably stole this one too.
Thank you.
N. Nyman Oy
Niko Nyman
niko@nnyman.com
http://www.flickr.com/photos/andystoll/ www.nnyman.com
2394547280/
www.clubunity.org
http://www.flickr.com/photos/emeryjl/388610729/
http://www.flickr.com/photos/activeside/157793329/
http://www.flickr.com/photos/soylentgreen23/491093601/
http://www.flickr.com/photos/lokate366/2451116282/
115. Roll the credits
http://www.flickr.com/photos/sometoast/557148562/
Thank you.
N. Nyman Oy
Niko Nyman
niko@nnyman.com
http://www.flickr.com/photos/doobybrain/ www.nnyman.com
339372920/
http://www.flickr.com/photos/reinis/305683208/
http://www.flickr.com/photos/28481088@N00/2457465195/
http://www.flickr.com/photos/whatsarahsaid/2451365979/
http://www.flickr.com/photos/pochateca/305999085/
http://www.flickr.com/photos/stuckincustoms/2297555157/
116. Roll the credits
http://www.flickr.com/photos/whatsarahsaid/ Thank you.
N. Nyman Oy
722567289/ Niko Nyman
niko@nnyman.com
www.nnyman.com
http://www.flickr.com/photos/ario/317208966/
http://www.flickr.com/photos/ario/317208966/
http://www.flickr.com/photos/hamedmasoumi/2118909538/
http://www.flickr.com/photos/obd-design/2374030181/
http://www.flickr.com/photos/21541790@N00/2784028242/in/pool-a380_on_board
Nicked from netcarshow.com
117. Roll the credits
http://www.flickr.com/photos/whatsarahsaid/ Thank you.
N. Nyman Oy
1104587030/ Niko Nyman
niko@nnyman.com
http://www.flickr.com/photos/whatsarahsaid/ www.nnyman.com
1104605572/
http://www.flickr.com/photos/whatsarahsaid/2112678233/
http://www.flickr.com/photos/jbcurio/1681490961/
http://www.flickr.com/photos/netwalkerz/2921918865/
http://www.flickr.com/photos/bcorreira/2143129022/
http://www.flickr.com/photos/sillyjilly/254654062/
118. Roll the credits
Mine!
Thank you.
N. Nyman Oy
Niko Nyman
niko@nnyman.com
http://www.flickr.com/photos/shapeshift/ www.nnyman.com
356637239/
http://www.flickr.com/photos/hazel-jane/2481627394/
http://www.flickr.com/photos/knivesout/2279220049/
http://www.flickr.com/photos/cgc/416101950/
http://www.flickr.com/photos/lopez_roderick/1428681866/
http://www.flickr.com/photos/auro/262810153/
119. Roll the credits
www.reittiopas.com
Thank you.
N. Nyman Oy
Niko Nyman
niko@nnyman.com
Ok ok, I stole this one too from Google. www.nnyman.com
Actually all of these:
http://www.flickr.com/photos/mulad/183111670/
http://www.flickr.com/photos/london/44070187/
http://www.flickr.com/photos/sudarkoff/2928742614/
http://www.flickr.com/photos/lyza/49545547/
120. Roll the credits
alibaba.com
Thank you.
N. Nyman Oy
Niko Nyman
niko@nnyman.com
www.nnyman.com
www.altabikes.no
http://www.flickr.com/photos/albertus/1532856741/
http://www.flickr.com/photos/sebastianprooth/315686462/
http://www.flickr.com/photos/polytropia/445334910/
http://www.flickr.com/photos/confusedvision/104967819/
http://www.flickr.com/photos/martyworld/157466781/
121. Roll the credits
http://www.flickr.com/photos/ethanhein/ Thank you.
N. Nyman Oy
1555065877/ Niko Nyman
niko@nnyman.com
www.nnyman.com
http://www.flickr.com/photos/kazze/2489678711/
http://www.flickr.com/photos/digitalink/2368971420/
http://www.flickr.com/photos/an_untrained_eye/2102196106/
http://www.flickr.com/photos/arimoore/2922539993/
From Apple press photo library
From Nokia press photo library
122. S4B STRATEGY FOR
BUSINESS ISSUE 29 Summer 2008
Roll the credits
The next competitive
BATTLEGROUND?
With customer experience receiving more attention than
ever before, we explore the impact on the bottom line.
The basic concept of customer experience The bottom line
is now widely understood. In sectors as diverse The latest studies suggest that customer
as local government, retail and financial experience has rightly become a priority.
Thank you.
services, there is an agreement that func- According to Forrester Research, there is a
tionality and price are no longer enough. remarkably close correlation between good
Instead, organisations are beginning to focus customer experience and customer loyalty.
on improving all of the interactions that Forrester’s Customer Experience Index
customers have with them. (CxPi) ranks 112 US firms for their ability to
It is a trend that was discernible back in deliver a good customer experience. Signifi-
2003, when Beyond Philosophy found that cantly, customers of the firms in the top
71% of business leaders saw customer expe- quartile were 6% more likely to make addi-
rience as the next competitive battleground. tional purchases than the industry average.
By 2005, 95% had come round to this view. Customers of those in the bottom quartile
So have investments in improving customer were 8.9% less likely to make another pur-
experience lived up to their promises? chase. (See Figure 1)
FIG. 1: BUSINESS DYNAMICS ARE BETTER FOR CUSTOMER EXPERIENCE LEADERS
Customer experience index relative to industry average
First quartile Second quartile Third quartile Fourth quartile
Likelihood to consider
Fujitsu Strategy For Business, issue 29 Summer 2008
another purchase from 6.0%
N. Nyman Oy
provider compared to
industry average 2.1%
-3.0%
Very few senior
Niko Nyman
executives regularly Reluctance to switch
-8.9%
6.8%
interact with their business away from
provider compared to
customers or monitor industry average 1.1%
the quality of customer
interactions to make
niko@nnyman.com
-4.0%
sure the situation is
genuinely improving.
Source: North American Technographics® customer experience online survey. Q3 2007 -11.2%
01
www.nnyman.com
www.gapingvoid.com
Google for “lovemarks” :)
I guess this image is not available on Flickr...
http://www.flickr.com/photos/travischurch/238590930/