Start a user experience revolution

D96335287ff55cbbfda8cc087058482b?s=47 Paul Boag
February 04, 2017

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.

D96335287ff55cbbfda8cc087058482b?s=128

Paul Boag

February 04, 2017
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Transcript

  1. 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
  2. 6.

    89% of retail customers have said they will (or have)

    stopped doing business with a company after a single poor customer experience.
  3. 11.

    Culture, leadership and employee engagement are the essentials for great

    customer experience. Steve Cannon President & CEO of Mercedes-Benz USA
  4. 27.

    Get colleagues in front of users Open usability sessions Record

    and share sessions Make sessions mandatory
  5. 29.

    Become educators not just implementors Write newsletters and blog Use

    guerrilla tactics Run lunchtime presentations Consider an internal conference
  6. 33.

    Change how you work Ask for user tasks, not functional

    specs Make testing mandatory Establish some design principles
  7. 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
  8. 37.

    Success is going from failure to failure with no loss

    of enthusiasm. Not Winston Churchill apparently