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User Experience Revolution
Paul Boag (@boagworld)
Start with the
blindly obvious
Your company must change
To become a
user centric
organisation
In 10 years, a $10,000 investment in
design-centric companies would have
yielded returns 228% greater than the
rest of the...
89% of retail customers have said they
will (or have) stopped doing business
with a company after a single poor
customer e...
Most business models have focused on
self interest instead of user experience.
Tim Cook. Apple
The focus for big players
IBM UK GovernmentGeneral Electrics
If it is so obvious,
why is it not
happening more?
Because change is hard
Culture, leadership and employee
engagement are the essentials for great
customer experience.
Steve Cannon
President & CEO...
Poor leadership
Out of date structures
Marketing Sales Finance I.T.
Incompatible culture
That is not how we
do things here.
We can change our
company if we are
willing to play the
long game
1. Find likeminded people
2. Establish shared values
3. Raise the customers profile
4. Create a vision of the future
5. Get management on board
6. Work on a proof of concept
7. Establish new metrics
40
60
505050
80
60
30
20
8. Build a new structure
Product 1 Product 2 Product 3 Product 4
9. Focus on culture
We are always making
new mistakes
10 Quick fire suggestions
Show, don’t tell
Prototype
Visualise the user journey
Get colleagues completing user tasks
Get colleagues
in front of users
Open usability sessions
Record and share sessions
Make sessions mandatory
Workshop with
stakeholders
Workshop customer journeys
Collaborative wireframing
Use user attention points
Become
educators
not just
implementors
Write newsletters and blog
Use guerrilla tactics
Run lunchtime presentations
Consid...
Target the
selfish gene
Rely on data
Establish your KPI’s
“Let’s test that”
Link to the
company wide
strategy
Change how
you work
Ask for user tasks, not functional specs
Make testing mandatory
Establish some design principles
Focus on close
collaboration
Interview colleagues
Embed clients in your team
Consider design sprints
Make use of
outside experts
Remember
this is a
long Game
1. Find likeminded people
2. Establish shared values
3. Raise the customers profile
4. Create...
Success is going from failure to failure
with no loss of enthusiasm.
Not Winston Churchill apparently
boag.world/uxbook
Paul Boag (@boagworld)
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User Experience Revolution

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Do you feel like the only person at your company who understands what a huge competitive advantage a good user experience provides?

This presentation will change that. It shows you how to bring about change in your organisation. You don’t need to have power, position or influence to make a difference. It won’t be easy or quick, but you can start a revolution in your place of work. A revolution that will help to reshape the company into one capable of offering outstanding service. All you need is some determination and a willingness to challenge the status quo.

Veröffentlicht in: Business
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User Experience Revolution

  1. 1. User Experience Revolution Paul Boag (@boagworld)
  2. 2. Start with the blindly obvious
  3. 3. Your company must change
  4. 4. To become a user centric organisation
  5. 5. In 10 years, a $10,000 investment in design-centric companies would have yielded returns 228% greater than the rest of the market. dmi.org/?DesignValue
  6. 6. 89% of retail customers have said they will (or have) stopped doing business with a company after a single poor customer experience.
  7. 7. Most business models have focused on self interest instead of user experience. Tim Cook. Apple
  8. 8. The focus for big players IBM UK GovernmentGeneral Electrics
  9. 9. If it is so obvious, why is it not happening more?
  10. 10. Because change is hard
  11. 11. Culture, leadership and employee engagement are the essentials for great customer experience. Steve Cannon President & CEO of Mercedes-Benz USA
  12. 12. Poor leadership
  13. 13. Out of date structures Marketing Sales Finance I.T.
  14. 14. Incompatible culture That is not how we do things here.
  15. 15. We can change our company if we are willing to play the long game
  16. 16. 1. Find likeminded people
  17. 17. 2. Establish shared values
  18. 18. 3. Raise the customers profile
  19. 19. 4. Create a vision of the future
  20. 20. 5. Get management on board
  21. 21. 6. Work on a proof of concept
  22. 22. 7. Establish new metrics 40 60 505050 80 60 30 20
  23. 23. 8. Build a new structure Product 1 Product 2 Product 3 Product 4
  24. 24. 9. Focus on culture We are always making new mistakes
  25. 25. 10 Quick fire suggestions
  26. 26. Show, don’t tell Prototype Visualise the user journey Get colleagues completing user tasks
  27. 27. Get colleagues in front of users Open usability sessions Record and share sessions Make sessions mandatory
  28. 28. Workshop with stakeholders Workshop customer journeys Collaborative wireframing Use user attention points
  29. 29. Become educators not just implementors Write newsletters and blog Use guerrilla tactics Run lunchtime presentations Consider an internal conference
  30. 30. Target the selfish gene
  31. 31. Rely on data Establish your KPI’s “Let’s test that”
  32. 32. Link to the company wide strategy
  33. 33. Change how you work Ask for user tasks, not functional specs Make testing mandatory Establish some design principles
  34. 34. Focus on close collaboration Interview colleagues Embed clients in your team Consider design sprints
  35. 35. Make use of outside experts
  36. 36. Remember this is a long Game 1. Find likeminded people 2. Establish shared values 3. Raise the customers profile 4. Create a vision of the future 5. Get management onboard 6. Work on a proof of concept 7. Establish new metrics 8. Build a new structure 9. Focus on culture
  37. 37. Success is going from failure to failure with no loss of enthusiasm. Not Winston Churchill apparently
  38. 38. boag.world/uxbook Paul Boag (@boagworld)

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