Life After Go-Live (UXHomegrown 2016)

As the digital world matures, businesses are beginning to understand the importance of building user engagement long term. “Engaging design” has become a key requirement for almost every digital product and yet, what is often overlooked, is the fact that getting the product live is only the beginning. The real task of building a sticky, engaging experience starts post go-live.

This talk will explore the reality of building user engagement post go-live. It'll cover steps for measuring success, identifying, growing and retaining habitual users, and importantly, it’ll cover managing client relationships and empowering clients to take ownership of their engagement strategy long term.

Through some recent case studies, we’ll explore the power of taking clients on the journey with you and the success that planning for post go-live can bring to a project.

Transcript

1. LIFE AFTER GO-LIVE KATHERINE BARROW @KatBarrow | @PixelFusion_NZ
2. THE HOUSING MARKET
3. Digital products are like houses.
4. Go-live blindness [noun] A condition that results in a severe fixation on “getting it live” (aka “just f*ing ship it”), leading to a complete disregard for any activity beyond that point.
5. The best defence is a good offence. A good offence is a post go-live plan
6. ENGAGEMENT STRATEGY GET THE CLIENT ONBOARD
7. PLANNING FOR ENGAGEMENT
8. 4. Track and identify engaged users 2. What are the primary tasks? DEFINE 1. What does engagement look like? 3. How frequently should they interact?
9. GROW 1. Talk to engaged users about what’s working 2. Optimise and replicate 3. Focus on growth 4. Be realistic with your plan
10. 3. Use learnings to innovate & create internal triggers RETAIN 1. New features soon become expected 2. Define re-engagement strategies
12. That’s all fine and dandy, but how do I get clients on board with this? “ “
13. WINNING OVER CLIENTS
14. 3. Centre the conversation on both present and future requirements CONSISTENCY 1. Set the scene from day 1 2. Treat post go-live work as a matter of fact
15. PARTNERSHIP 1. Treat clients as partners, not clients 2. Expose clients to the process 3. Be honest and inclusive 4. Facilitate knowledge transfer
16. 3. Follow through on the process RELIABILITY 1. Be pro-active after go-live 2. Schedule regular catch-ups
18. A post go-live plan helps keep clients motivated and keeps products alive.
19. THE PROJECT IS NOT OVER KATHERINE BARROW @KatBarrow | @PixelFusion_NZ