Escaping the Assumptions Trap #UXCE24

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ESCAPING THE ASSUMPTION TRAP UX CAMP EUROPE MAI 19. 2024 @BENNOLOEWENBERG for CX/UX

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THE LOST COMPASS AN ESCAPE “GAMEWORK” FOR CX/UX @BENNOLOEWENBERG AI-generated image

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@BennoLoewenberg MINDSETTING

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@BennoLoewenberg THE NEEDLE AI-generated image

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@BennoLoewenberg AI-generated images TARGET & TOOL

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@BennoLoewenberg AI-generated image CONTEXT & PERSPECTIVE

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IMMERSE IN THE PERSPECTIVE @BennoLoewenberg AI-generated image

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@BennoLoewenberg AI-generated images

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AI-generated image (execpt the hands :-) @BennoLoewenberg YOU WORKING WITH NON-CX/UX TEAMS

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ASSUMPTIONS ON ASSUMPTIONS @BennoLoewenberg AI-generated image

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@BennoLoewenberg AI-generated image CAPTURING CONJECTURES

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@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

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what do we need to envision and enable that supports this behaviour change @BennoLoewenberg Current Behaviour Target Behaviour THE GAP

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@BennoLoewenberg AI-generated image TEAMS CAUGHT OFF-GARD HERE

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@BennoLoewenberg AI-generated image THE WHEEL

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HOW WOULD YOU HELP TO ESCAPE ? AI-generated image (execpt the hands :-) @BennoLoewenberg

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@BennoLoewenberg AI-generated image

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ASSUMPTIONS ASSESSMENT @BennoLoewenberg AI-generated image

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@BennoLoewenberg AI-generated image SHINY SELF-REFLECTIONS

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@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

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@BennoLoewenberg Importance Certainty how to assess assumptions for the ones relevant for customer/user value get into the focus THE MATRIX

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@BennoLoewenberg AI-generated image TEAMS GET LOST HERE

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@BennoLoewenberg AI-generated image THE REFRAMING

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@BennoLoewenberg AI-generated image (execpt the hands :-) HOW WOULD YOU HELP TO ESCAPE ?

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@BennoLoewenberg AI-generated image

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@BennoLoewenberg LET’S FIND COMPASSES TO YOUR EXPERIENCE WHERE ELSE DO TEAMS NEED HELP AND HOW ? AI-generated image

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@BENNOLOEWENBERG CX & INNOVATION STRATEGY WORKSHOP FACILITATION