a user centred crm
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A user centred CRM
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Technology & functionality won’t solve it all
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You don’t want this
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Usability-UX-UI-User Centred Design
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Usability
“The extend to which a product can be used by specific users to achieve specified goals
with effectiveness, efficiency and satisfaction in a specified context of
use”
-ISO 9241-11-
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User experience
How a person feels when they interact with:your productyour website
your applicationyour business
The emotional connection to the task
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UX UI+How should it look like?
What should it be?How should it work?
User-centred design (UCD)
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UX Principles
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Mobile FirstFocus on primary tasks
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Test Test Test
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Dare to kill your darlings
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Build – Measure -Learn
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How does it work?
Question/Need identification
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“Why are we asked to create?”
First identify the need to fillWhat are users/customers really looking for?How does your current offering answer to this
need?Identify the business goals
Technical, time & budget constraints
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User requirementsWho are the users?
What are their goals? What are their tools?
Where do they use the product?
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2017 © Humix, all rights reserved
User Observations
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Workshops & Brainstorms
Interactive, guided discussions about specific topics with specific participants
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Task hierarchyOrders tasks and subtasks and distinguishes primary tasks from secundary tasks
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From “A Stranger’s long neck” by Gerry
Mc Govern
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Key tasks
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From workflows to UI-flows
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Wireframes Design
Internal & Customer facing applications
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Wireframes
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WIP
ROI of UX
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2017 © Humix, all rights reserved
Reduce development time
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User Acceptance, projects fail without happy users.
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70%Of projects fail due to lack of user accept-
ance
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Lower support calls/ trainingcosts
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Enlarge user efficiency
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Because it’ all about the User!Lonneke.spinhof@humix.be
www.humix.be@HumixBE
@LonnekeSpinhof
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