Deliver the best user experience for your business

462d2b374bfea4d99c40d3a1885fcda7?s=47 Dan Goodwin
October 29, 2019

Deliver the best user experience for your business

No matter what your business is, it has users: people who interact with it. Dan's talk will explain why you should be considering the users of your business with every decision that you make, and how you can create the best experience for them.

462d2b374bfea4d99c40d3a1885fcda7?s=128

Dan Goodwin

October 29, 2019
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Transcript

  1. Deliver the best user experience for your business Dan Goodwin,

    UX Designer at Bluefruit Software
  2. Hello

  3. Users?

  4. Customers?

  5. People

  6. Users of your organisation • Employees • Customers • Suppliers

  7. Users of your organisation • Prospective • Employees • Customers

    • Suppliers
  8. Users of your organisation • Shareholders • Regulatory / financial

    bodies (bank, HMRC) • Content consumers • …
  9. Why?

  10. Why? (the all business answer) • Reduce staff turnover •

    Increase productivity • Reduced operating costs • Farming, not hunting customers • More profit • It’s expensive when people get hurt or die
  11. Why? (the warm and fuzzy / pink and squishy answer)

    • Happier staff • Happier customers • It’s nicer • It’s more fun • Business owners can spend more time doing what they enjoy • It’s not very nice when people get hurt or die
  12. Why? • It’s basically the right thing to do

  13. Definitions

  14. User experience (UX) All aspects of a user’s interactions with

    an organization.
  15. UX design Designing, planning, and influencing a user’s experience around

    their interactions with an organisation.
  16. Service design …

  17. Service A thing that someone can interact with or get

    something from, but that they don’t own.
  18. Service design Designing, planning, and influencing a user’s experience around

    their interactions with a service.
  19. Design thinking Applying a design mindset to the analysis of

    a problem space. Determining the real problem; searching for, evaluating, considering, and testing multiple options and solutions; converging on a solution.
  20. None
  21. Image: Copyright Design Council 2019 https://www.designcouncil.org.uk/news-opinion/what-framework-innovation-design-councils- evolved-double-diamond

  22. Design thinking: design principles 1. Be people centred 2. Communicate

    (visually and inclusively) 3. Collaborate and co-create 4. Iterate, iterate, iterate
  23. Design thinking: design principles 1. Be people centred 2. Communicate

    (visually and inclusively) 3. Collaborate and co-create 4. Iterate, iterate, iterate
  24. How?

  25. User needs • Context • Motivations • Goals • Behaviours

    • Emotions • Beliefs • Capabilities • Journeys • Tasks • Pain points
  26. [images of UX workshop activities exploring user needs (removed as

    they contain content which can’t be publicly shared)]
  27. What you can do today: 1 Think about who the

    users of your business are Employees Customers Suppliers …
  28. What you can do today: 2 Think about their user

    needs Context Motivations Goals Behaviours Emotions Beliefs Capabilities Journeys Tasks Pain points
  29. What you can do today: 3 Talk to them about

    their user needs Context Motivations Goals Behaviours Emotions Beliefs Capabilities Journeys Tasks Pain points
  30. What you can do today: 4 Consider your users and

    their user needs as you make decisions Context Motivations Goals Behaviours Emotions Beliefs Capabilities Journeys Tasks Pain points
  31. https://www.vogue.com/article/beyonce-september-issue-2018 If people in powerful positions continue to hire and

    cast only people who look like them, sound like them, come from the same neighborhoods they grew up in, they will never have a greater understanding of experiences different from their own Beyoncé “
  32. Thank you dan@bluefruit.co.uk https://www.bluefruit.co.uk/