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Crush CX with Human-Centered Design

Crush CX with Human-Centered Design

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  1. Warmer blanket story Crush CX with Human-Centered Design Arik Abel

    Founder, Rubric Design Sr. PMM, TiVo
  2. Warmer blanket story Arik Abel | @arikabel Crush CX with

    Human-Centered Design #pmmsummit
  3. How might we reduce the cost of incubators for 3rd

    world hospitals? Arik Abel | @arikabel Crush CX with Human-Centered Design #pmmsummit
  4. Arik Abel | @arikabel Crush CX with Human-Centered Design #pmmsummit

  5. How might we create a baby-warming device that helps parents

    in remote villages give their dying infants a chance to survive? Arik Abel | @arikabel Crush CX with Human-Centered Design #pmmsummit
  6. Heats up with boiling water and keeps baby at the

    right temperature for hours $25 price point makes it easy for a village to own and share Team has helped over 300,000 babies in 10 years Embrace Infant Warmer Arik Abel | @arikabel Crush CX with Human-Centered Design #pmmsummit
  7. A more beautiful question Technique #1 Ask a more beautiful

    question Arik Abel | @arikabel Crush CX with Human-Centered Design #pmmsummit
  8. A more beautiful question Human-centered design a.k.a. Design thinking

  9. Arik Abel | @arikabel Crush CX with Human-Centered Design #pmmsummit

    Design index Design Thinking. Why should I care?
  10. Arik Abel | @arikabel Crush CX with Human-Centered Design #pmmsummit

  11. A more beautiful question Technique #1 Ask a more beautiful

    question Arik Abel | @arikabel Crush CX with Human-Centered Design #pmmsummit
  12. How might we engage and delight B2B buyers with consumer-like

    experiences?
  13. How might we apply engaging consumer experiences to the B2B

    buyer journey? Arik Abel | @arikabel Crush CX with Human-Centered Design #pmmsummit
  14. None
  15. Arik Abel | @arikabel Crush CX with Human-Centered Design #pmmsummit

  16. Find your co-conspirators: Design Thinking @ Lenovo community Arik Abel

    | @arikabel Crush CX with Human-Centered Design #pmmsummit
  17. A more beautiful question Technique #2 Interviews Active listening Contextual

    inquiry Arik Abel | @arikabel Crush CX with Human-Centered Design #pmmsummit
  18. Tell me about the last time you brought in a

    new digital tool Arik Abel | @arikabel Crush CX with Human-Centered Design #pmmsummit
  19. Problem theory: Finding, buying and owning business apps is hard

    Arik Abel | @arikabel Crush CX with Human-Centered Design #pmmsummit
  20. A more beautiful question Technique #4 - Outside Worlds Arik

    Abel | @arikabel Crush CX with Human-Centered Design #pmmsummit
  21. A more beautiful question This Outside World: Tech Stack

  22. A more beautiful question Technique #3 Prototyping Arik Abel |

    @arikabel Crush CX with Human-Centered Design #pmmsummit
  23. First AirStack paper prototype Learnings within 30 minutes: Potential sales

    objections Buyer, influencer and user personas to test Use cases and messaging Potential features Arik Abel | @arikabel Crush CX with Human-Centered Design #pmmsummit
  24. None
  25. Hackathon Style: Moonshots @ NC State Arik Abel | @arikabel

    Crush CX with Human-Centered Design #pmmsummit
  26. Rapid Prototyping: Walk West website redesign Arik Abel | @arikabel

    Crush CX with Human-Centered Design #pmmsummit
  27. A more beautiful question Technique #5 Think aloud testing Arik

    Abel | @arikabel Crush CX with Human-Centered Design #pmmsummit
  28. A more beautiful question Technique #6 Buy a feature Arik

    Abel | @arikabel Crush CX with Human-Centered Design #pmmsummit
  29. A more beautiful question Arik Abel | @arikabel Crush CX

    with Human-Centered Design #pmmsummit
  30. Technique #7 Walk a Mile Arik Abel | @arikabel Crush

    CX with Human-Centered Design #pmmsummit
  31. Arik Abel | @arikabel Crush CX with Human-Centered Design #high5conf

    Ethnography: Can I watch TV with you and your family?
  32. Takeaways & final thoughts • Human-centered design = practice, not

    process • Framing the right problem is key, get others involved • Draw, mockup, print out, record, video, transcribe, document, analyze – everything • Get concepts back in front of people quickly and often, validate • Plenty of resources to help: IDEO, LUMA, Stanford d.School, books…
  33. Like what you saw? Let’s talk Custom webinars for your

    team + tips and tools via email Linkedin.com Arik Abel Rubricdesign.co Newsletter sign-up
  34. Takeaways from this presentation Learn more Embrace Innovations | embraceinnovations.com

    Stanford d.School | dschool.stanford.edu IDEO | ideo.com Arik Abel | @arikabel Crush CX with Human-Centered Design #pmmsummit
  35. What is human-centered design Today’s key takeaways • Fundamentals of

    human-centered design • 7 techniques to explore • Resources to follow up on • Inspiration to do something new Arik Abel | @arikabel Crush CX with Human-Centered Design #pmmsummit
  36. A more beautiful question

  37. LUMA Institute | luma-institute.com Search “Luma Institute Handbook” “Luma Institute

    Cards” Arik Abel | @arikabel Crush CX with Human-Centered Design #pmmsummit