make it right the first time

J. Boye Conference 2013 Make It Right

Welcome to Make It Right The First TimeDelivering on promises

torsdag den 7. november 13

J. Boye Conference 2013 Make It Right The First Time

ME

Senior UX Designer at Designit

8 year of UX designing and consulting

Project Manager

Experience

Introducing ME, YOU and the PRESENTATION

YOUDesigning a great user experience is all about making it ‘right’

This doesn’t have to take a 1000 hours of research nor expensive usability tests...

So what does it take?

PRESENTATION

Who are here?

What’s your expectations?


J. Boye Conference Make It Right

We’re worldwide. That’s right next to you

288 29 32Designits across 13 offices in 10 countries Nationalities and cultures Educational backgrounds



We bring together strategy and design to deliver new products, services, brands and experiences

DIGITAL DESIGN PRODUCT DESIGN

INNOVATION STRATEGY

SERVICE DESIGN

DESIGN RESEARCHBRAND STRATEGY


J. Boye Conference 2013 Make It Right The First Time

WHAT’S the RIGHT thing?In terms of a good UX process

HOW do you do it RIGHT?Methods and experiences

WHY should you do it RIGHT?What’s the gain

Agenda



Introducing the what

So what’s the right thing to do?


What’s the mimimun viable product?

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Cake Filling Icing

Cupcake Cake Wedding cake


Focus on the experience rather than adding features



1



1 2



1 2 3



1 2 3

GREAT EXPERIENCEEASY TO USE



1 2 3

1




1 2 3

1 2




1 2 3

1 2 3




1 2 3

1 2 3 5




1 2 3

1 2 3 5 8




1 2 3

1 2 3 5 8


OK EXPERIENCE‘WE KNOW THEM’



1 2 3

1 2 3 5 8



1



1 2 3

1 2 3 5 8



1 2



1 2 3

1 2 3 5 8



1 2 3



1 2 3

1 2 3 5 8



1 2 3 4



1 2 3

1 2 3 5 8



1 2 3 4 5



1 2 3

1 2 3 5 8



1 2 3 4 5 6



1 2 3

1 2 3 5 8



1 2 3 4 5 6 7



1 2 3

1 2 3 5 8



1 2 3 4 5 6 7 8



1 2 3

1 2 3 5 8



1 2 3 4 5 6 7 8 9



1 2 3

1 2 3 5 8



1 2 3 4 5 6 7 8 9

WHAT IS THISI DON’T GET IT



1 2 3

1 2 3 5 8



1 2 3 4 5 6 7 8 9


1.b



1 2 3

1 2 3 5 8



1 2 3 4 5 6 7 8 9


1.b 2.b



1 2 3

1 2 3 5 8



1 2 3 4 5 6 7 8 9


1.b 2.b 3.b



1 2 3

1 2 3 5 8



1 2 3 4 5 6 7 8 9


1.b 2.b 3.b 4



1 2 3

1 2 3 5 8



1 2 3 4 5 6 7 8 9


1.b 2.b 3.b 4

HEY LOOK AT THIS COMPETITORTHEY TOTALLY GOT IT RIGHT


Make it intuitive

Intuitive is either what suits you the best or a learned experience


Don’t be afraid of research



Interview



Interview

Questionaire



Interview

Questionaire

Field Study



Interview

Questionaire

Field Study

Observations



Interview

Questionaire

Field Study

Observations

Focus Group



Interview

Questionaire

Field Study

Observations

Focus Group

It doesn’t have to be large scale


To define the user experience goals


Lean startup meats Lean UX


Lean startup meats Lean UX

As opposed to Build, Measure, Learn



Co-create with the users, stakeholders or clients



Introducing the why

WHY is it right ?


The ROI

Involving users means co-creating and thereby delivering a promise

Investing means use of time and money

But there is a return on this Inv(olve)estment

There is a minimum of backflow

Making it really intuitive will save support costs

Knowing the user needs will make it possible to optimizing task performance efficiency

Making it exploring and user friendly will increase the conversion rate

Delivering on your promise will create loyal users


Avoiding the SAG

Service Anticipation Gap

The distance between what users expect and what they get

A lot of products or services does not live up to nor exceeds the users expectations


Avoiding the SAG

SAG

Enormous spendings on ads to sell the perfect product or service

And much less spend on planning and designing these services and products



Introducing the how

How do you do this?


Get stakeholder commitment and generate business support

Business CaseBusiness Model CanvasROI

Customer ValueBusiness Goals


Doing agile UX and not waterfall UX


How do you build and measure in an effective way?

http://www.youtube.com/watch?v=iVFTBj_BYy0torsdag den 7. november 13

http://www.youtube.com/watch?v=iVFTBj_BYy0

http://www.youtube.com/watch?v=iVFTBj_BYy0

How do you find the right NEW features?



Sum Up

MOST IMPORTANT WHAT

Minimum viable product

Focus on experience

Be agile

MOST IMPORTANT WHY

ROI/i

MOST IMPORTANT HOW

Generate business support and understanding

Sketch and involve

Use trendwatching


Anne Louise Grønnebæk Hansen

[email protected]


Thank You!


make it right the first time

Technology

ok experience

featuresgreat experience

great user experience

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