Escaping the Assumptions Trap #UXCE24

Ever wondered why products and services often lack good customer or user experience. The teams responsible for developing these offerings struggle to take the customer or user perspective at cruicial spots during the process. Unvalidated assumptions too often are used as foundation for generating output.

This escape game is about how CX and UX experts can help those teams getting out of the different assumptions traps.

#CX #UX #CustomerExperience #UserExperience #InnvationFacilitation #BehaviouralDesign #COM-B #JobToBeDone #LiberatingStructures #AssumptionsMapping #OpportunitySolutionTree #ORID #Pretotyping #AssumptionsTree #EscapeGame #GameWork

Transcript

1.  ESCAPING    THE ASSUMPTION TRAP  UX CAMP EUROPE MAI 19. 2024 @BENNOLOEWENBERG for CX/UX
2. THE LOST COMPASS  AN ESCAPE “GAMEWORK” FOR CX/UX @BENNOLOEWENBERG AI-generated image
3. @BennoLoewenberg  MINDSETTING 
4. @BennoLoewenberg THE NEEDLE  AI-generated image
5. @BennoLoewenberg AI-generated images   TARGET & TOOL 
6. @BennoLoewenberg AI-generated image   CONTEXT & PERSPECTIVE 
7.   IMMERSE IN THE PERSPECTIVE  @BennoLoewenberg AI-generated image
8. @BennoLoewenberg AI-generated images
9. AI-generated image (execpt the hands :-) @BennoLoewenberg YOU WORKING WITH  NON-CX/UX TEAMS 
10. ASSUMPTIONS ON ASSUMPTIONS  @BennoLoewenberg AI-generated image
11. @BennoLoewenberg AI-generated image CAPTURING CONJECTURES 
12. @BennoLoewenberg One big or blurry assumption and struggling to evaluate or to act on it Focus on one golden idea/solution instead of outcomes Actionism and jumping to habitual tactics Aiming just for “awareness” rather than needs/jobs or behaviour change (esp. marketing teams) … AI-generated image   COMMON HURDLES OF TEAMS  
13. what do we need to envision and enable that supports this behaviour change @BennoLoewenberg Current Behaviour Target Behaviour   THE GAP 
14. @BennoLoewenberg AI-generated image   TEAMS CAUGHT OFF-GARD HERE 
15. @BennoLoewenberg AI-generated image THE WHEEL 
16. HOW WOULD YOU  HELP TO ESCAPE ?  AI-generated image (execpt the hands :-) @BennoLoewenberg
17. @BennoLoewenberg AI-generated image
18. ASSUMPTIONS ASSESSMENT  @BennoLoewenberg AI-generated image
19. @BennoLoewenberg AI-generated image SHINY SELF-REFLECTIONS 
20. @BennoLoewenberg AI-generated image Vanity metrics (e. g. NPS) instead of learning Limited consideration sets and “loyalty loops” Using indications rather than evidences Output-driven KPIs Lack of criteria for meaningful prioritzation …   COMMON HURDLES OF TEAMS  
21. @BennoLoewenberg Importance Certainty how to assess assumptions for the ones relevant for customer/user value get into the focus   THE MATRIX  
22. @BennoLoewenberg AI-generated image   TEAMS GET LOST HERE 
23. @BennoLoewenberg AI-generated image THE REFRAMING 
24. @BennoLoewenberg AI-generated image (execpt the hands :-) HOW WOULD YOU  HELP TO ESCAPE ? 
25. @BennoLoewenberg AI-generated image
26. @BennoLoewenberg LET’S FIND COMPASSES  TO YOUR EXPERIENCE WHERE ELSE DO TEAMS NEED HELP AND HOW ? AI-generated image
27.  @BENNOLOEWENBERG  CX & INNOVATION STRATEGY WORKSHOP FACILITATION