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shared innovation™




Delivering Success through the Customer Experience

           Ian Corns, Customer Experience Champion




             13th May 2009, Northumbria University
shared innovation™




What makes a product successful
from the customer‟s perspective?
Problems and goals
                     shared innovation™
shared innovation™




        By providing „features‟ that address problems and goals…




…build an experience that enables the customer to succeed


                                       http://n.b5z.net/i/u/10002946/i/bigstockphoto_Success_1632895.jpg
You cannot succeed with just software
                                                                    shared innovation™




   Project Management                  Integration


Business Process          Data
    Analysis            Conversion
                                          Training and
                                           Education
        Marketing and
           Design
                           User Assistance

  Helpdesk

                                     Community
        Documentation


                                                     http://thebassguy.com/july07/cdstack2bw_w.jpg
The customer experience…so far…
                                      shared innovation™




       http://www.talis.com/aspire/
Implementation Process
                                                                                                shared innovation™


                           Project
                                                  Project
  Order
                         “Welcome
                                                  Kick-Off
 Received
                          Webinar”




                                             Implementation

              Data                                  VLE           Tenancy         Business &
                            Authentication
            Conversion                          Integration     Configuration     Operational




                                                  “Live” &
                                                  Launch



                                             Going Forward

                    Dual               Lecturer          Service       Community
                   Running           Engagement         Marketing      Participation
Project Welcome Webinar
                                              shared innovation™



• Who should attend?

• Introduce Project Wiki

• Introduce Pre-Implementation Questionnaire (PIQ)
   •   Strategic
   •   Technical
   •   Practitioner
   •   General

• Arrange Kick-Off
Project Kick-Off
                                                               shared innovation™




• Review Pre-Implementation Questionnaire (PIQ)

• Agree:
  •   Goals
  •   Scope
  •   Stakeholders
  •   Tasks
  •   Priorities and Sequence
  •   Timescales




                                     http://www.flickr.com/photos/jurvetson/2542450115/sizes/l/
Implementation: Data Conversion
                                           shared innovation™



• Analysis & Specification

• Conversion & Customer Review (Iterate)

• Final Conversion & Sign-Off
Implementation: Data Conversion
                                  shared innovation™
Implementation: Authentication
                                                shared innovation™



• Understanding your set-up

• Setup at Talis

• Setup at customer

• Optional: Integration with student registry

• Testing

• Sign-Off
Implementation: VLE Integration
                                       shared innovation™



• Understanding what you want to do:
  • Now
  • Future

• Depending on scenario‟s:
  • Talis-driven
  • Customer-driven
  • Community-driven
Implementation: Tenancy Configuration
                                         shared innovation™



• Style/Branding

• URL Agreement

• Google Analytics

• Bookstore Integration
Implementation: Business and Operational
                                            shared innovation™



• Marketing Strategy

• Feedback Channels

• Post-Implementation Strategy

• Support

• Training
Going Forward, Sensible Steps
                                                                                                    shared innovation™


                           Project
                                                  Project
  Order
                         “Welcome
                                                  Kick-Off
 Received
                          Webinar”




                                             Implementation

              Data                                  VLE           Tenancy          Business &
                            Authentication
            Conversion                          Integration     Configuration      Operational




                                                 “Live” &
                                                  Launch



                                             Going Forward

                                                                       Community
                    Dual               Lecturer          Service
                                                                       Participation
                   Running           Engagement         Marketing



                                                                            http://www.flickr.com/photos/22815691@N06/2342368861/
It’s a long road…
                                                              shared innovation™




                    But it‟s a straight road…
                    With not too many bumps…

                    And there‟s light on the horizon…


                                http://www.flickr.com/photos/johnson7/1436307602/sizes/o/
Conclusion
                                               shared innovation™




             http://n.b5z.net/i/u/10002946/i/bigstockphoto_Success_1632895.jpg
Questions
            shared innovation™
TM
shared innovation

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Talis Aspire - Delivering Success through the Customer Experience

  • 1. shared innovation™ Delivering Success through the Customer Experience Ian Corns, Customer Experience Champion 13th May 2009, Northumbria University
  • 2. shared innovation™ What makes a product successful from the customer‟s perspective?
  • 3. Problems and goals shared innovation™
  • 4. shared innovation™ By providing „features‟ that address problems and goals… …build an experience that enables the customer to succeed http://n.b5z.net/i/u/10002946/i/bigstockphoto_Success_1632895.jpg
  • 5. You cannot succeed with just software shared innovation™ Project Management Integration Business Process Data Analysis Conversion Training and Education Marketing and Design User Assistance Helpdesk Community Documentation http://thebassguy.com/july07/cdstack2bw_w.jpg
  • 6. The customer experience…so far… shared innovation™ http://www.talis.com/aspire/
  • 7. Implementation Process shared innovation™ Project Project Order “Welcome Kick-Off Received Webinar” Implementation Data VLE Tenancy Business & Authentication Conversion Integration Configuration Operational “Live” & Launch Going Forward Dual Lecturer Service Community Running Engagement Marketing Participation
  • 8. Project Welcome Webinar shared innovation™ • Who should attend? • Introduce Project Wiki • Introduce Pre-Implementation Questionnaire (PIQ) • Strategic • Technical • Practitioner • General • Arrange Kick-Off
  • 9. Project Kick-Off shared innovation™ • Review Pre-Implementation Questionnaire (PIQ) • Agree: • Goals • Scope • Stakeholders • Tasks • Priorities and Sequence • Timescales http://www.flickr.com/photos/jurvetson/2542450115/sizes/l/
  • 10. Implementation: Data Conversion shared innovation™ • Analysis & Specification • Conversion & Customer Review (Iterate) • Final Conversion & Sign-Off
  • 11. Implementation: Data Conversion shared innovation™
  • 12. Implementation: Authentication shared innovation™ • Understanding your set-up • Setup at Talis • Setup at customer • Optional: Integration with student registry • Testing • Sign-Off
  • 13. Implementation: VLE Integration shared innovation™ • Understanding what you want to do: • Now • Future • Depending on scenario‟s: • Talis-driven • Customer-driven • Community-driven
  • 14. Implementation: Tenancy Configuration shared innovation™ • Style/Branding • URL Agreement • Google Analytics • Bookstore Integration
  • 15. Implementation: Business and Operational shared innovation™ • Marketing Strategy • Feedback Channels • Post-Implementation Strategy • Support • Training
  • 16. Going Forward, Sensible Steps shared innovation™ Project Project Order “Welcome Kick-Off Received Webinar” Implementation Data VLE Tenancy Business & Authentication Conversion Integration Configuration Operational “Live” & Launch Going Forward Community Dual Lecturer Service Participation Running Engagement Marketing http://www.flickr.com/photos/22815691@N06/2342368861/
  • 17. It’s a long road… shared innovation™ But it‟s a straight road… With not too many bumps… And there‟s light on the horizon… http://www.flickr.com/photos/johnson7/1436307602/sizes/o/
  • 18. Conclusion shared innovation™ http://n.b5z.net/i/u/10002946/i/bigstockphoto_Success_1632895.jpg
  • 19. Questions shared innovation™

Hinweis der Redaktion

  1. I’m going to start by asking the question…<click – read the question>There’s many strands to this – I’m going to focus on two of them…