user experience revolution
TRANSCRIPT
![Page 1: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/1.jpg)
User Experience RevolutionPaul Boag (@boagworld)
![Page 2: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/2.jpg)
Start with the blindly obvious
![Page 3: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/3.jpg)
Your company must change
![Page 4: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/4.jpg)
To become a user centric organisation
![Page 5: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/5.jpg)
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
![Page 6: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/6.jpg)
89% of retail customers have said they will (or have) stopped doing business
with a company after a single poor customer experience.
![Page 7: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/7.jpg)
Most business models have focused on self interest instead of user experience.
Tim Cook. Apple
![Page 8: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/8.jpg)
The focus for big players
IBM UK GovernmentGeneral Electrics
![Page 9: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/9.jpg)
If it is so obvious, why is it not happening more?
![Page 10: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/10.jpg)
Because change is hard
![Page 11: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/11.jpg)
Culture, leadership and employee engagement are the essentials for great
customer experience.
Steve Cannon President & CEO of Mercedes-Benz USA
![Page 12: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/12.jpg)
Poor leadership
![Page 13: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/13.jpg)
Out of date structuresMarketing Sales Finance I.T.
![Page 14: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/14.jpg)
Incompatible cultureThat is not how we
do things here.
![Page 15: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/15.jpg)
We can change our company if we are willing to play the long game
![Page 16: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/16.jpg)
1. Find likeminded people
![Page 17: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/17.jpg)
2. Establish shared values
![Page 18: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/18.jpg)
3. Raise the customers profile
![Page 19: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/19.jpg)
4. Create a vision of the future
![Page 20: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/20.jpg)
5. Get management on board
![Page 21: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/21.jpg)
6. Work on a proof of concept
![Page 22: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/22.jpg)
7. Establish new metrics
40
60
505050
80
60
30
20
![Page 23: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/23.jpg)
8. Build a new structureProduct 1 Product 2 Product 3 Product 4
![Page 24: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/24.jpg)
9. Focus on cultureWe are always making
new mistakes
![Page 25: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/25.jpg)
10 Quick fire suggestions
![Page 26: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/26.jpg)
Show, don’t tellPrototype Visualise the user journey Get colleagues completing user tasks
![Page 27: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/27.jpg)
Get colleagues in front of usersOpen usability sessions Record and share sessions Make sessions mandatory
![Page 28: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/28.jpg)
Workshop with stakeholdersWorkshop customer journeys Collaborative wireframing Use user attention points
![Page 29: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/29.jpg)
Become educators not just implementorsWrite newsletters and blog Use guerrilla tactics Run lunchtime presentations Consider an internal conference
![Page 30: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/30.jpg)
Target the selfish gene
![Page 31: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/31.jpg)
Rely on dataEstablish your KPI’s “Let’s test that”
![Page 32: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/32.jpg)
Link to the company wide strategy
![Page 33: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/33.jpg)
Change how you workAsk for user tasks, not functional specs Make testing mandatory Establish some design principles
![Page 34: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/34.jpg)
Focus on close collaborationInterview colleagues Embed clients in your team Consider design sprints
![Page 35: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/35.jpg)
Make use of outside experts
![Page 36: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/36.jpg)
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
![Page 37: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/37.jpg)
Success is going from failure to failure with no loss of enthusiasm.
Not Winston Churchill apparently
![Page 38: User Experience Revolution](https://reader030.vdocuments.mx/reader030/viewer/2022021423/58a30f9e1a28ab1d068b494d/html5/thumbnails/38.jpg)
boag.world/uxbook
Paul Boag (@boagworld)