Many organizations have “woken up” to the idea of design being a key business differentiator over the past decade. Gone are the days where just having the best-engineered solution would guarantee the success of the product. Many design professionals are finding it hard to connect the dots, and move from a support function to a strategic function in their organizations. Satyam is going to help connect some of these dots as part of his talk. This presentation was presented at UX India 2013.

1. Design & Business: connecting
the dots…
Satyam Kantamneni
Sr. Director, Customer Experience"
24th October 2013
@ksnprasad"
satyam.kantamneni@citrix.com

2. Citrix Confidential - Do Not Distribute

3. Citrix Confidential - Do Not Distribute

4. Value Chain
Average Designer!
$50 - $90 per hour!
Sr. Designer!
$100 - $150 per hour!
UX Skills!
$1000’s!

5. 1
Citrix Confidential - Do Not Distribute

6. © 2012 Citrix | Confidential – Do Not Distribute

7. User Research - Portfolio Management
Site Visits
Lead-user research
Diary studies
…
Formative,
35%
Sensorial,
35%
Validation,
30%
A/B Testing
Usability Testing
Eye-tracking
Card sorting
NPS
Site Feedback
Surveys
CSat scores
Click-through analysis

8. Show…Don’t tell

9. 2
2

10. AT CITRIX CUSTOMER EXPERIENCE IS……
Consideration
SUM OF ALL THE
Satisfaction
Buy
Awareness
Advocacy
EXPERIENCES
ACROSS THE
JOURNEY
Knowledge
Try
Loyalty
Deploy

11. 3

12. Dupont Analysis (RoE)
Return on Equity
=
Profit
Margin
x
Asset
Turnover
x
Financial
Leverage

13. In Summary
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2
2
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