Putting customers on the radar

We know our customers and what they want. Don't we? We already do user-centred design. Do we? Join BOM and Studio Thick for a session on how they turned the process of designing digital services on its head at one of Australia's oldest institutions. Hear about the perils and pitfalls and how they navigated them. Find out what happened when the BOM staff took to the streets. Learn about the outcomes of changing from a product mindset to a customer mindset.

Presented by Rebecca Harvey and Jenny Hunter at UX Australia 2017

Transcript

1. Putting Customers on the Radar Jenny Hunter and Rebecca Harvey Bureau of Meteorology
2. ... ... User UX Designer
3. Then here... Go here... Then here... Then here... Then here...
4. Then here... Go here... Then here... Then here... Then here... OK, go back here... Then here... Search for Katoomba Then here... You found it! :)
5. “Who would’ve thought…”
6. ... ... UX Designer Project Manager
7. “The users will love it…”
8. How are we changing that way of thinking?
9. Get some expert help
10. Create a framework
11. Design principles Design for everyone Services over platforms Customer first Continuous improvement Continuous learning Team BOM Make it simple Share learnings Embrace ambiguity Keep experimenting
12. Talk about it
13. Find a real-world problem to solve
14. Our real-world problem
15. What we know User feedback Business workshops Previous research Stuff we don’t know
16. Get out in the field
17. 50 PEOPLE Brisbane, Gold Coast, Toowoomba, Sunshine Coast Melbourne, Ballarat, Traralgon
18. Put ideas in front of people
20. Research highlights
21. Is it all roses?
22. How are we going (really)? What do BOM folk think?
23. What are we learning?
24. Bring people on the journey
25. Be a communication tart
26. Picture of Open Studio Be transparent
27. Live the principles Design for everyone Services over platforms Customer first Continuous improvement Continuous learning Team BOM Make it simple Share learnings Embrace ambiguity Keep experimenting
28. Share successes… and failures
29. It takes time to kill the quasi customer
30. What’s next?
31. Here’s a sneak peek
32. Thank you Sign up to our talent register at bom.nga.net.au Thank you Sign up to our talent register bom.nga.net.au