4. The Chatham House Rule
When a meeting, or part thereof, is held under the
Chatham House Rule, participants are free to use the
information received, but neither the identity nor the
affiliation of the speaker(s), nor that of any other
participant, may be revealed.
9. The experience gap
Where you want to be…
Business Strategy Brand Strategy
How well does your organisation connect?
Culture, Organisation Experience Design
& Governance Capability
Where you actually are…
Customer Experience
10. There are many emerging flavours of
UX strategy. This is ours.
11. User experience strategy
A long-term vision, roadmap and KPIs
to align every customer touch-point
with your brand position and business
strategy
30. The anatomy of a pain-point
A meaningful pain-point describes:
The emotion someone would feel
What causes that emotion
Protected Overwhelmed Woee
By the obvious By the
security amount of About
measures things to hidden fees
learn about
30
36. What are experience design principles?
Experience design principles describe
the core values of the user experience of
a product or a service
They form the basis for creating a vision
of your future customer experience
37. What are experience design principles?
Experience design principles should
be aspirational and inspiring
They become stretch targets for
transforming your business and the
customer experience
38. Creating design principles
Good experience of design principles
GOOD DESIGN
CUSTOMER BRAND
PRINCIPLES
EXPERIENCE ASSETS &
INSIGHT 1. Based on VALUES
customer research
What is the current experience What are our brand values?
like for our customers?
2. Short & How do we want the
What do they like? memorable experience to be an
expression of these?
What are their frustrations
and pain-points? 3. Cross-feature What are our differentiating
assets and capabiliities
What can we learn from
our competitors? 4. Specific
Have they been delighted 5. Non-conflicting
before by similar
services/offerings? How?
Why? 6. Measurable
47. THE
BUSINESS PROJEC UX ADVISOR
T
Inertia and
resistance to
change
Driven by Lack of
consultant
technology
Politics & Lack of
senior-level and constraints
skills &
experience
organisational client sponsor
for UX
silos Low
Lack of stakeholder Ineffective
Client lack of
commitment communication
vision, strategy
and business to UX engagement
-case
in UX & persuasion
Client doesn't
measure Lack of
Client doesn't Lack of time
or understand understand budget Consultant
UX processes
the value of UX & agency
Lack of attitudes
resources
Source: Making UX Happen survey of top 3 barriers (100 respondents)
48. BUSINESS UX ADVISOR
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