This document provides an overview of experience design consulting services. It discusses areas such as experience design, user experience design, interaction design, visual design, strategy, research, and more. Key services include experience strategy, user experience strategy, interaction design, visual design, customer journey mapping, usability testing, and design thinking workshops. The document emphasizes designing for customers and their experiences across multiple touchpoints to drive business goals and outcomes people want in their lives. It highlights the importance of understanding what not to build and taking a design-led approach.

1. Experience Design Consulting
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10. Experience Design Consulting
many touchpoints

11. Experience Design Consulting
know what not to build

12. Experience Design Consulting
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13. Experience Design Consulting
•!Graphic Designer
•!Creative Director
•!Information Architect
•!Interaction Designer
•!Product Design
•!Customer Experience
•!Experience Design
•!Experience Architect
•!Customer Centered Design
•!Human Computer Interaction
Graphics Data ExperienceInteraction
•!User Experience (UX)
Agility and….
people who focus on making digital products better
(for the end-users)

14. Experience Design Consulting
Customer Experience

15. Experience Design Consulting
Customer Experience

16. Experience Design Consulting
Customer Experience

17. Experience Design Consulting
Customer Experience

18. Experience Design Consulting
Customer Experience
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20. Experience Design Consulting
Product Development Lifecycle

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22. Experience Design Consulting
Customer Experience
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25. Experience Design Consulting
what do you see?

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27. Experience Design Consulting
Big Upfront Design

28. Experience Design Consulting
Big Upfront Design

29. Experience Design Consulting
Big Upfront Design

30. Experience Design Consulting
Big Upfront Design

31. Experience Design Consulting
Big Upfront Design

32. Experience Design Consulting
Big Upfront Design – why it’s bad
Isolated, non-collaborative approach

33. Experience Design Consulting
Big Upfront Design – why it's bad
UX make it worse by setting
unrealistic expectations

34. Experience Design Consulting
Big Upfront Design – why it's bad
We forget we
are building
products not
documents!

35. Experience Design Consulting
Big Upfront Design – why it's bad
People who build
are not even
involved in the
design!

36. Experience Design Consulting
Big Upfront Design – why it's bad
People are not empowered to take ownership
and manage the process better !

37. Experience Design Consulting
Big Upfront Design – why it's bad
Trust is lost!

38. Experience Design Consulting
Big Upfront Design – why it's bad
Big ideas that may
not be feasible,
done slowly

39. Experience Design Consulting
Blind Incremental Development

40. Experience Design Consulting
Blind Incremental Development

41. Experience Design Consulting
Blind Incremental Development

42. Experience Design Consulting
Blind Incremental Development

43. Experience Design Consulting
Blind Incremental Development

44. Experience Design Consulting
Blind Incremental Development

45. Experience Design Consulting
Blind Incremental Development – why it's bad
Assumes the
business knows
what it wants
upfront!

46. Experience Design Consulting
Blind Incremental Development – why it's bad
UX Designers and end
users are not involved!
Business
acts as
proxy for
the end
user!

47. Experience Design Consulting
Blind Incremental Development – why it's bad
Delivering an IT
solution rather than
an experience
solution!

48. Experience Design Consulting
Blind Incremental Development – why it's bad
Prone to general
chunkiness due to
lack of cohesion and
lack of clear vision!

49. Experience Design Consulting
Blind Incremental Development – why it's bad
Small ideas that are
technically feasible…
but still may not
deliver real value to
consumers…
done very quickly !

50. Experience Design Consulting
Big Upfront Design
•!Isolated, non-collaborative
approach
•!Includes customer research
BUT often fails to turn these
insights into actionable designs
or initiatives
•!Slow, bloated and ineffective at
delivering
Blind Incremental Development
•!Collaborative, BUT often within a
limited team
•!Often does NOT include
discovery about consumer needs,
focuses on the business acting as
a proxy for the consumer
•!Fast BUT often incremental, not
truly iterative and may not deliver
real value to its intended audience
(Customers)
Big ideas that may not be
feasible, done slowly
Small ideas that are
technically feasible… but still
may not deliver real value to
consumers, done very quickly
BAD Still BAD

51. Experience Design Consulting
So what’s the solution?

52. Experience Design Consulting
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53. Experience Design Consulting
Let’s talk about Envisioning

54. Experience Design Consulting
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55. Experience Design Consulting
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Standard
Approach
create paper
based
documents of
increasing
visual fidelity
which imply
functional
behaviour
Agile UX
Approach
create interactive
prototypes of
increasing
functional and
visual fidelity in
order to model
and test
functional
behaviour and
the interactive
user experience
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It’s not graphic design…

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58. Experience Design Consulting
What makes Envisioning different?
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59. Experience Design Consulting
Envisioning

60. Experience Design Consulting
Envisioning
Lots of User Interaction
Functional Experiential
Very Little User Interaction

61. Experience Design Consulting
Envisioning
Bus BA DEV QA
IM UX End Users

62. Experience Design Consulting
Envisioning
Bus BA DEV QA
IM UX End Users

63. Experience Design Consulting
Envisioning
Bus BA DEV QA
IM UX End Users

64. Experience Design Consulting
Envisioning
Bus BA DEV QA
IM UX End Users

65. Experience Design Consulting
Envisioning
Bus BA DEV QA
IM UX End Users
End Users
Business

66. Experience Design Consulting
Envisioning
Bus BA DEV QA
IM UX End Users
End Users
Business
Jeff Patton
X
“It’s not an
iteration if you
only do it only
once”

67. Experience Design Consulting
Envisioning
Bus BA DEV QA
IM UX End Users

68. Experience Design Consulting
Envisioning
Bus BA DEV QA
IM UX End Users

69. Experience Design Consulting
Envisioning
Bus BA DEV QA
IM UX End Users

70. Experience Design Consulting
Envisioning
Bus BA DEV QA
IM UX End Users

71. Experience Design Consulting
Envisioning
Bus BA DEV QA
IM UX End Users

72. Experience Design Consulting
Envisioning
Bus BA DEV QA
IM UX End Users

73. Experience Design Consulting
Envisioning
Bus BA DEV QA
IM UX End Users
Lean, Spare & Correct Full, complete Build
efficiently

74. Experience Design Consulting
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Other industries prototype, why don’t we…

75. Experience Design Consulting
Fail Fast
Fail Early
Fail Cheaply
Innovation mantra…

76. Experience Design Consulting
Take a step back… the product lifecycle

77. Experience Design Consulting
UX
Design for iteration 3
Review Iteration 1
User Test Both
Dev
Implement High Dev
Cost, Low UX cost
features
Dev
Implement UX Design
Dev
Implement UX Design
UX
Design for iteration 4
Review Iteration 2
User Test Both
Iteration 1
Release
Iteration 2 Iteration 3
UX
Design for Iteration 2
design analysis
UX Prototype
Usability Test
design analysis
UX Prototype
Usability Test
design analysis
UX Prototype
Usability Test
Dev
Implement UX Design
Iteration 4
Dev
Non Functional Build /
Deployment
Iteration 5
UX
Ideation and Conceptual Design for next release
Inception
Visioning
Ideation and Conceptual
Design
•!Short iterative design steps and regular testing cycles
•!Transition from “incremental” design to truly “iterative” design
•!Multidisciplinary team with UX facilitating the design process
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Fully integrate to ensure quality…

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Become part of the design process
please
help!

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80. Experience Design Consulting
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81. Experience Design Consulting
Envisioning Pilot
•! Context : REA and Transformation
•! Results : Things we discovered about the
Envisioning approach

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83. Experience Design Consulting
Add experience design to your teams

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bring users in continuously

85. Experience Design Consulting
balance research and testing

86. Experience Design Consulting
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build personas from real users

87. Experience Design Consulting
go where it is used

88. Experience Design Consulting
Distil findings… fast

89. Experience Design Consulting
update the designs

90. Experience Design Consulting
set up the design wall

91. Experience Design Consulting
a place for ideas & challenges

92. Experience Design Consulting
joint design sessions

93. Experience Design Consulting
pair

94. Experience Design Consulting
build interactive prototypes

95. Experience Design Consulting
track actual usage

96. Experience Design Consulting
multi-variant testing

97. Experience Design Consulting
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get serious about experience quality

99. Experience Design Consulting
A lot of people are thinking about how to do
this…

100. Experience Design Consulting
experience

101. Experience Design Consulting
stay agile

102. Experience Design Consulting
success

103. Experience Design Consulting
empowerment

104. Experience Design Consulting
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105. Experience Design Consulting
take the initiative

106. Experience Design Consulting
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