In this digital age, where users can make or break a product or service, product manufacturers and marketers have an impending need to delight YOU . This presentation brings out how organizations can focus on users/consumers,customers, and stakeholders to succeed and benefit from this effort.

2. YOUsability is in

3. YOUsability is in

4. YOUsability is in
‘YOU’sability is in!

5. Who has the control
Nintendo Wii
• First Mover advantage
• Wiimote (Wii Remote) was the first of its kind Motion controller
Sony PlayStation Move
• PlayStation has been a powerful gaming experience
• Launched PS ‘Move’ a few months before
Microsoft Kinect
• Xbox 360 has been popular but late entrant into motion
controller
• Kinect (a.k.a Project Natal) has been in the lab for a few years
• Ground-breaking concept – no external motion controller
YOU are the Controller!

6. Who is YOU
User, consumer, customer,
stakeholder

7. Who is YOU?
YOU are an…
• Employee, young student, home-maker, banker, engineer…
• To put into a few buckets, YOU are a :-
• User
• Consumer
• Customer
• Stakeholder

8. Who is YOU?
YOU are a User/Consumer
• Use the product, service or process
• Usage experience
• Before usage (OOBE – Out of Box Experience)
• During usage (delight, pleasant experiences)
• After usage ( memorable, significant impact and value)

9. Who is YOU?
YOU are a Customer
• Buy the product, purchase the service offering
• Take decision or influence decision to purchase
• Most important target for Marketers
• Pre-sales service from the vendor
• After-sales service is also important

10. Who is YOU?
YOU are a Stakeholder
• Directly or indirectly influenced by the product, service /process
• Significant stake in the product, service or process
• Information and communication is key
• More by regulation and law than from source

11. Why YOU
Person of the Year, 2006 is…
YOU

12. Why YOU?

13. Why YOU?
Because YOU control today!
“The old age computing was about what computers could do.
The new age computing is about what people can do!”
- Ben Shneiderman
• User generated content – blogs, tweets and posts
• Penetration of computers, internet and mobile phones making
communication easy and quick
• You can be the self-appointed Journalist /reporter
• Anytime ,anywhere photography, and video-shooting, thanks
to the digital age technologies

14. What should Organizations do
Give power to users

15. What should Organizations do

16. What should Organizations do

17. What should Organizations do
Know the Users
‘Know thy user and you are not the user [of your product,
always]’
• Know the needs of users, evolving with the changing times
• Technology is an enabler and so a means /vehicle for the goal
• Business is a going-concern and bottom-line always matters
• Your users are the ultimate consumers of your products
• Users decide the success or failure of the product, service
• So, User Delight must be your goal

18. What should Organizations do
Let Users decide
Vodafone – Power to YOU
• Service-oriented self appreciation (Happy to Help)
• User-centered products and services (Power to You)
• Choose your own talk-plans, billing cycles etc.
• Option for electronic bills etc. reserved with users
• Shift in strategy and operations now
• ‘Pull’ by users and not ‘Push’ from Organizations
• Consumer is the king so let her decide
Power to YOU

19. What should Organizations do
User is King (or Queen)

20. What should Organizations do

21. What should Organizations do

22. What should Organizations do
User is King
Yahoo – Its YOU!
• Previously, Yahoo’s focus was on content
• Yahoo thought it was a portal and ‘content is king!
• Re-positioned the brand and the products with ‘YOU’ in mind
Remember
• ‘User is the King’
• User focus in your products brings out better experience and
value to users

23. What should Organizations do
Keep Users in mind

24. What should Organizations do

25. What should Organizations do
Design and Develop user-centered Solutions
“User-centered design means understanding what your users
need, how they think, and how they behave - and
incorporating that understanding into every aspect of your
process”
- Jesse James Garrett
• Involve users in the entire life cycle of your product development
• Reach out to the users for understanding their needs
• Design and develop solutions that work for your users
• Evaluate your products with users if they indeed work for them
• Test with users often, and test regularly

26. What should Organizations do
Delight your users

27. What should Organizations do

28. What should Organizations do
Delight Your users
“ There are only two ways to get a new customer: 1. solicit a
new customer any way you can. 2. Take good care of your
present customers, so they don't become someone else's new
customers.
- Ed Zeitz
• Quality and Customer satisfaction is no more the requirement
• Customer experience and delight are the newer targets
• Think beyond the briefing
• Delight your customers, who in turn will delight you!


29. What should Organizations do
Leverage viral marketing

30. What should Organizations do

31. What should Organizations do
Viral Marketing
‘Satisfied customers will speak to 3 other companies
Unsatisfied customers will speak to 19 other companies!’
• It’s the age of networking – both social and professional
• Social networks – Facebook, Twitter, Orkut
• Professional networks – LinkedIn, Intranets, Twitter
• A happy or unhappy user will tell her experience to others
• Thanks to digital age, news can spread in seconds!!!
• So, job number 1 is to delight the customers and users!

32. Who is responsible for UX
Summary
• Know your users, consumers, customers and stakeholders
• Give them the power to decide and use the product/services
• Design and Develop the products and services with users in mind
• Use viral marketing, provide collaborative platform
• Provide delight and not just aim for meeting their stated wants

33. Thank YOU
There is no S_CCESS without U
There is no F_N without U
There is no _SABILITY without U
Thank YOU
Mail : Pardhas@texavi.com
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Twitter : @pardhas
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