design & business: connecting the dots
DESCRIPTION
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.TRANSCRIPT
Design & Business: connecting the dots… Satyam Kantamneni Sr. Director, Customer Experience"24th October 2013
@ksnprasad "[email protected]
Citrix Confidential - Do Not Distribute
Citrix Confidential - Do Not Distribute
Value Chain
$50 - $90 per hour!
Average Designer!
$100 - $150 per hour!
Sr. Designer !
$1000’s!
UX Skills !
Citrix Confidential - Do Not Distribute
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© 2012 Citrix | Confidential – Do Not Distribute
Sensorial, 35%
Validation, 30%
Formative, 35%
User Research - Portfolio Management
NPS Site Feedback Surveys CSat scores Click-through analysis
Site Visits Lead-user research Diary studies …
A/B Testing Usability Testing Eye-tracking Card sorting
Show…Don’t tell
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AT CITRIX CUSTOMER EXPERIENCE IS……
SUM OF ALL THE
EXPERIENCES
ACROSS THE
JOURNEY
Consideration
Buy
Satisfaction
Advocacy Awareness
Knowledge Try
Deploy
Loyalty
3
Dupont Analysis (RoE)
Return on Equity = Profit Margin
Asset Turnover
Financial Leverage x x
In Summary
21 2 3
