umbraco festival - design thinking & digital business development - 300916
TRANSCRIPT
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Umbraco DK Festival#umbdkfest
Laura Vilsbaeklauravilsbaek.dk@lauravilsbaek
Photo: Micky Wiswedel
DESIGN & DIGITALSITTIN’ IN A TREE
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EAAA - Strategiproces for Multimedie og Digital Kommunikation Laura Vilsbaek - Projektledelse i Praksis - lauravilsbaek.dk
• Digital forretningsudvikling & projektledelse
• Cand.mag. i religion og kommunikation
• Freelance, Designit, Skybrud.dk
• www.lauravilsbaek.dk / @lauravilsbaek
LAURA VILSBAEK
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2015
Digital strategi og projektledelse for FN’s organisationer i hele verden.
Klima, bæredygtighed, migration, kvinder, børn, tørke…
FN
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2015
Supporting Merial on their strategic journey towards becoming the trusted partner within pet wellness and animal health.
Business & digital transformation as well as various digital products & services all aiming to enable healthier & happier lives for pets, their parents and their vets.
From pharma company to pet wellness enabler
Merial
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2015
Bringing a bit of user experience and adding a touch of design expertise to a manufacturer manufacturing a lot of the devices we all use every day.
B2B manufacturer moving into consumer electronics
Goertek
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DESIGN THINKING
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“A formalized methodology for applying a systematic form of creativity and innovation
within business.”
—Reuven Cohen, ‘Unicorn Breeder’
Source: http://www.forbes.com/sites/reuvencohen/2014/03/31/design-thinking-a-unified-framework-for-innovation/#62cef64456fc
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GOD FORRETNING
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INNOVATION
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DET HANDLER IKKE OM DESIGN
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ELLER OM DESIGNEREN
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DET HANDLER OM MENNESKER
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DESIGN THINKINGVÆRKTØJER
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1. EMPATHY MAP2. BRUGERREJSEN
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Source: http://dschool.stanford.edu/redesigningtheater/the-design-thinking-process/
PROCESSEN
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Source: http://dschool.stanford.edu/redesigningtheater/the-design-thinking-process/
UDGANGSPUNKTET
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FORSTÅ DINE BRUGERE
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FOKUSÉR PÅ DEN REELLE OPLEVELSE
https://www.ted.com/talks/daniel_kahneman_the_riddle_of_experience_vs_memory
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EMPATHY MAP
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HVAD FRYGTER DINE BRUGERE?
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OG HVAD DRØMMER DE OM?
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BRUGERREJSEN
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DEN DIGITALE
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FIND BRUGEROPLEVELSEN I BRUGERREJSEN
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BRUGERREJSEN SIKRER INDSAMLING AF INFORMATION
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#UmbDKfestlauravilsbaek.dk / @lauravilsbaek
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BRUGERREJSEN FRAME’RFØR, UNDER OG EFTER
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#UmbDKfestlauravilsbaek.dk / @lauravilsbaek
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BRUGERREJSEN VISER KONTAKTPUNKTER
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#UmbDKfestlauravilsbaek.dk / @lauravilsbaek
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BRUGERREJSEN ER HASSLE MAPPING
http://demandthebook.com/
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#UmbDKfestlauravilsbaek.dk / @lauravilsbaek
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PEAK + END
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#UmbDKfestlauravilsbaek.dk / @lauravilsbaek
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SERVICE ANTICIPATION
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#UmbDKfestlauravilsbaek.dk / @lauravilsbaek
Brugerens forventning
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OVERGÅ BRUGERENS FORVENTNINGER
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#UmbDKfestlauravilsbaek.dk / @lauravilsbaek
Brugerens forventningDen differentierende oplevelse
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FORRETNINGSUDVIKLING OG KONKRETE INDSATSER
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1. DIGITALE PRODUKTER OG SERVICES
2. SERVICE ANTICIPATION GAP
3. PEAK + END
4. SERVICEBEVISET
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TÆNK I DIGITALE PRODUKTER
ELLER SERVICES
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MØD EN STUDERENDE
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OPSKRIFTER
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#UmbDKfestlauravilsbaek.dk / @lauravilsbaek
SERVIVE ANTICIPATION GAP
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BASELINE
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DIFFERENTIERENDE OPLEVELSER
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PEAK + END
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HAPPY ENDING
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SERVICEBEVISET
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FEEDBACK
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Photo: Micky Wiswedel
DESIGN & DIGITALSITTIN’ IN A TREE
K-I-S-S-I-N-G