Start a user experience revolution

Do you feel like the only person at your company who understands what a huge competitive advantage a good user experience provides?

Do you feel like the only person at your company who understands what a huge competitive advantage a good user experience provides?

This presentation will change that. It shows you how to bring about change in your organisation. You don’t need to have power, position or influence to make a difference. It won’t be easy or quick, but you can start a revolution in your place of work. A revolution that will help to reshape the company into one capable of offering outstanding service. All you need is some determination and a willingness to challenge the status quo.

Transcript

1. User Experience Revolution Paul Boag (@boagworld)
2. Start with the blindly obvious
3. Your company must change
4. To become a user centric organisation
5. 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
6. 89% of retail customers have said they will (or have) stopped doing business with a company after a single poor customer experience.
7. Most business models have focused on self interest instead of user experience. Tim Cook. Apple
8. The focus for big players IBM UK Government General Electrics
9. If it is so obvious, why is it not happening more?
10. Because change is hard
11. Culture, leadership and employee engagement are the essentials for great customer experience. Steve Cannon President & CEO of Mercedes-Benz USA
12. Poor leadership
13. Out of date structures Marketing Sales Finance I.T.
14. Incompatible culture That is not how we do things here.
15. We can change our company if we are willing to play the long game
16. 1. Find likeminded people
17. 2. Establish shared values
18. 3. Raise the customers profile
19. 4. Create a vision of the future
20. 5. Get management on board
21. 6. Work on a proof of concept
22. 7. Establish new metrics 40 60 50 50 50 80 60 30 20
23. 8. Build a new structure Product 1 Product 2 Product 3 Product 4
24. 9. Focus on culture We are always making new mistakes
25. 10 Quick fire suggestions
26. Show, don’t tell Prototype Visualise the user journey Get colleagues completing user tasks
27. Get colleagues in front of users Open usability sessions Record and share sessions Make sessions mandatory
28. Workshop with stakeholders Workshop customer journeys Collaborative wireframing Use user attention points
29. Become educators not just implementors Write newsletters and blog Use guerrilla tactics Run lunchtime presentations Consider an internal conference
30. Target the selfish gene
31. Rely on data Establish your KPI’s “Let’s test that”
32. Link to the company wide strategy
33. Change how you work Ask for user tasks, not functional specs Make testing mandatory Establish some design principles
34. Focus on close collaboration Interview colleagues Embed clients in your team Consider design sprints
35. Make use of outside experts
36. 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
37. Success is going from failure to failure with no loss of enthusiasm. Not Winston Churchill apparently
38. boag.world/uxbook Paul Boag (@boagworld)