DDeBoard Rail Europe Journey Map Exercise STC Philadelphia Metro Chapter Apri...
This document outlines the customer journey for planning rail travel in Europe. It breaks the journey down into stages of research and planning, shopping or finding trips, booking the itinerary, preparing to travel with any paperwork, the travel experience itself, and sharing the experience after. At each stage it considers the tasks, thoughts, feelings, and opportunities involved in choosing and taking a rail trip in Europe. The overall goal is to understand how to make the process convenient, easy, and flexible for customers.
Himesh Singh has over 7 years of experience in UX design. He has worked on projects for web and mobile at companies like MakeMyTrip, Fidelity International, and Times Internet. For his most recent project, he designed a live mobile bingo game from concept to completion. This included user research, prototyping, and collaborating with various teams to launch the game.
The document outlines the design of an app called LOOP that connects people for carpooling. It discusses carpooling as an alternative transportation method that is safe, flexible and affordable. User research was conducted and identified concerns about safety when riding with strangers. The document then presents personas, competitors, design prototypes at different fidelity levels, and features to continue improving the design based on user feedback.
This document discusses Tripresso, a proposed online platform for finding and booking packaged tours. It notes the current lengthy process customers go through to research and book tours. Tripresso aims to simplify this by gathering tour itineraries, screening tours based on customer preferences, and providing quantitative evaluations and rankings to help customers more easily find fitted trips. The business model involves partnerships with travel agents and companies to provide a wide selection of tour options on a single platform. Financial projections estimate rapid revenue growth as the platform expands its tour selections and customer base in the coming years.
Invited talk given at the Google Local Ads Forum in London and Hamburg. Setting the stage about where we're at with local, why local is often thought to be hard and how far we have to go.
This document discusses Tripresso, a service that aims to simplify packaged tours by providing comprehensive tour coverage, saving customers time and without adding costs. Tripresso analyzes tour itineraries, filters options based on customer needs, and provides support during trips including responding to issues. The service partners with 20 travel companies and agencies to offer a wide range of tour options on a single platform.
The document discusses striving for higher purposes and adapting to life's challenges. It mentions being a visionary builder and creator who brings unity. It also talks about having skills but being torn between opportunities like a motivational speaking career versus starting a talent agency and record label in California.
This document discusses various interface design patterns and principles for navigation. It begins by explaining how interface design dresses up existing behaviors and notes that navigation allows some aspects of information architecture to be visible. It then covers different types of navigation including global navigation, local navigation, contextual navigation, pagination, sorting, and secondary navigation elements like site maps. The document emphasizes following conventions when they are widely adopted but exploring alternatives when usability testing suggests improvements. It concludes with an exercise asking readers to analyze the navigation of competitor websites.
1) The document presents a project by Team Hot Wheels to design a mobile application called UMAP to help users of the Pittsburgh Bus System better plan and navigate their bus trips.
2) Research included interviews with bus riders that revealed frustrations with unpredictability of schedules and a lack of real-time arrival information.
3) The proposed UMAP app would provide interactive maps, real-time arrival times, and neighborhood guides to give users more control over their bus travel experience.
The document discusses the evolution of user experiences from past to present to future. It uses examples of individuals (James, Mario, Pranav) wanting to travel to illustrate how user experiences have changed from 1999 to 2010 to a possible 2019. The examples show experiences becoming more seamless across different media as technologies integrate. It argues that information architecture must shift from designing artifacts to designing processes and experiences. Effective design will involve creating ubiquitous ecologies and cross-media experiences rather than isolated products, interfaces, or interactions.
Centennial College (http://www.centennialcollege.ca) post-graduate students in Children's Entertainment were asking me for additional resources/reference material on UX/UI, while the incoming post-graduate students in Interactive Digital Media were asking for reference/resource materials to review before they start for the new semester. This is what I created for them all!
Part six of my series of articles about how to improve your practice. In this article I discuss how your marketing activity should be integrated with your team.
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This document is the introduction to The Tax Disputes and Litigation Review, 4th Edition, edited by Simon Whitehead. It provides information about the publication, including details on the editor, publishers, and contributors. The Review contains chapters on tax disputes and litigation in various countries, with each chapter outlining the procedural rules and key issues for taxpayers in the respective jurisdiction. It aims to help tax professionals dealing with disputes across multiple countries.
This document summarizes a study on expanding access for local farmers to consumers in Charleston, South Carolina. The study examines the history and impacts of the current industrialized food system and the local foods movement. It also analyzes data collected from local farmers through surveys and interviews about their current marketing outlets, challenges, and interactions with GrowFood Carolina, the region's first food hub. The data showed farmers' most common marketing outlets and challenges securing cold storage and marketing knowledge. It also revealed GrowFood addresses many of these challenges but farmers are sometimes confused about its operations. Recommendations are made for GrowFood to clarify its services to better support local farmers.
Este documento resume un análisis cualitativo de la empresa petrolera colombiana Pacific Rubiales. Explica que la empresa tiene accionistas principales mexicanos y fondos de inversión estadounidenses, y busca ser líder en exploración y producción en América Latina a través del crecimiento sostenible. Además, analiza factores como la caída del precio del petróleo y las reservas de la empresa, concluyendo que es una buena inversión a corto plazo pero sus reservas se agotarán rápidamente
Para ofrecer la mejor experiencia al usuario de TFTs en exterior, la legibilidad del display debe estar asegurada. En Monolitic ofrecemos la opción de añadir distintas capas de montaje (LCD, filtros, sensores táctiles, cristales antivandálicos...) aumentando así la visibilidad de nuestras TFTs.
El documento se titula "ACHEGARTE 2011: a cultura que facemos" y repite este título varias veces. Parece tratar sobre un evento cultural llamado "ACHEGARTE 2011" y cómo la gente crea cultura.
Este documento presenta el modelo entidad-relación como una herramienta de modelización conceptual para el diseño de bases de datos. Explica las fases del diseño de bases de datos, incluyendo la modelización conceptual donde se construyen esquemas conceptuales de una realidad usando lenguajes de alto nivel como el modelo entidad-relación. Luego describe los conceptos básicos del modelo entidad-relación como entidades, relaciones, atributos y las restricciones de integridad. Finalmente, presenta un ejemplo de modelización conceptual usando el modelo entidad-
El documento habla sobre las celebraciones de Fiestas Patrias que se realizaron en diferentes sucursales de Netglobalis y CTR a lo largo de Chile. Se detalla que hubo actividades como inauguraciones, presentaciones folklóricas, juegos, premios y asados para que los colaboradores pudieran compartir y festejar las fiestas.
Este documento presenta una variedad de productos relacionados con el vino, incluyendo velas aromáticas de vino, sacacorchos, tapones, vasos, estuches, bolsas y más. El documento también ofrece detalles sobre la fabricación de estos productos a medida y en grandes cantidades.
Enfermedades no infecciosas Ricardo Torres, Alejandro Sanchez y Sergio Alamo
El documento proporciona información sobre diferentes tipos de enfermedades no infecciosas, incluyendo cáncer, enfermedades traumáticas, endocrinas y metabólicas, carenciales, mentales y cardiovasculares. Resume los principales métodos de prevención y tratamiento para el cáncer y las enfermedades cardiovasculares, así como los tipos de enfermedades mentales.
How to Design for the Future - Cross Channel Experience Design
This document discusses cross-channel experience design. It begins by asking who the audience members are and what they hope to learn. It then discusses some key principles of cross-channel design such as providing a consistent, convenient, connected, and contextual experience across different channels over time. The document provides examples of both good and bad cross-channel experiences. It concludes by outlining five methods for designing cross-channel experiences, such as thinking in terms of services rather than individual channels, sharing resources between teams, starting with small experiments, embracing challenges, and focusing on why changes are being made rather than just what is being changed.
How to Design for the Future - Cross Channel Experience Design
This document discusses cross-channel experience design. It begins by asking who the audience members are and what they hope to learn. It then discusses some of the key challenges of designing experiences across multiple channels like websites, mobile apps, physical stores, etc. The document presents five principles for cross-channel design: providing a consistent experience, making the experience convenient across channels, ensuring transitions between channels are connected, tailoring the experience to the user's current context, and designing experiences that span time across different touchpoints. It concludes by offering five methods for approaching cross-channel design, such as thinking in terms of services rather than individual channels, collaborating across organizational boundaries, testing designs by observing user behaviors, being comfortable with ambiguity and iteration
UX Israel Studio 2013 workshop. Much of the structure and content is similar to other workshop presentations I've posted, but there are some new examples and exercises.
The document describes the need for designing cross-channel experiences that are consistent, convenient, connected, contextual, and span different touchpoints and times. It discusses examples of both good and bad cross-channel experiences, and outlines five principles for designing holistic experiences. Tools mentioned for mapping cross-channel experiences include stakeholder interviews, field research, touchpoint matrices, service inventories, and experience maps. The overall message is that users interact with brands through many different channels, so the design must consider the entire experience across all touchpoints.
The Future of Design isn't Just the Web - WebVisions 2011 Workshop
Cross-channel design aims to provide a seamless experience for customers across digital and physical touchpoints. The document discusses the need for designing experiences that are convenient, connected, consistent, and contextual across channels over time. It provides five principles and five methods for cross-channel design, including thinking in terms of services, sharing design processes, starting with small experiments, embracing discomfort, and focusing on customer needs over specific solutions. Discovery activities like interviews, research, and experience mapping are recommended to understand the current customer journey. Solution techniques include mental models, storytelling, service blueprints, and touchpoint matrices to holistically design experiences across channels.
The gap between physical and digital has blurred: we use Wiis to get in shape, computers to order a pizza, or our smartphone’s GPS to find hot dates. People want to interact with products and services when they want to and how they want to – and that’s not always on the web.
The future of design is everywhere the customer touches our product or service - digital or physical. User experience practitioners must move beyond the screen to designing a holistic customer experience that is seamless across channels and devices.
The document discusses designing holistic experiences that span both digital and physical channels. It recommends designing for the "space between" interactions by considering the full customer journey. Five principles are outlined for cross-channel design: convenient, connected, consistent, contextual, and cross-time. Five methods and tools are also presented: thinking in terms of services; sharing design work; starting with observations; embracing discomfort; and focusing on customer needs over specific solutions. The overall message is that customers experience brands through all touchpoints, so design must consider the integrated experience.
Taxonomy Bootcamp 2012 Keynote - Improving Information Interactions
This document discusses designing seamless customer experiences across digital and physical channels. It tells a story of a car accident victim's frustrating experience trying to get their car repaired due to a lack of integration between their insurance company's digital and physical systems. The document argues that as the physical and digital worlds collide, organizations must design holistic, interactive experiences that satisfy customers' information needs whenever, however, and wherever they engage with a brand. It encourages attendees to open their eyes to opportunities to improve customer experiences through better organization of information.
The Future of Design is Not Just the Web - Web Visions Workshop 2011
The document discusses designing cross-channel experiences. It begins by explaining that customers experience brands across multiple touchpoints and channels, both digital and physical. The key is to design experiences that are convenient, connected, consistent, contextual, and span across time.
The document then provides five principles and five methods for cross-channel design. The principles are to make experiences convenient, connected, consistent, contextual, and spanning across time. The methods are to think in terms of services, share design work across teams, start by observing customer behaviors, be comfortable with ambiguity, and focus on customer needs rather than specific solutions.
Finally, the document discusses various discovery and solution activities for cross-channel design, such as stakeholder interviews
The document discusses the future of experience design and the concept of omnichannel experiences. Omnichannel experiences integrate digital and physical touchpoints to provide seamless, interconnected experiences for customers anytime and anywhere. The future of experience design lies in creating holistic experiences across all channels that understand customer context and needs. Omnichannel experiences enhance the physical with digital and move customers through a brand's spaces and services effortlessly.
1. Mobile devices have become the primary way people access media through smartphones, tablets, and other screens. Most media interactions are with mobile screens and smartphone ownership continues to rise rapidly.
2. Opportunities on mobile go beyond apps to considering how mobile usage has changed user behavior and discovering the paths users take to content across multiple devices. User research is key to understanding this.
3. Design for mobile must optimize for thumb and eyeball-only interactions, use touch targets large enough for fingers, and consider network limitations. Images should be optimized for recognition or description.
The document discusses the author's journey to move faster in UX design. It emphasizes lean and agile principles like rapid prototyping, frequent customer validation through testing prototypes, and shipping ideas quickly through short iteration cycles. Combining UX, product, and development teams allows for fast collaborative idea generation, prototyping, testing, and refinement to determine what is valuable to customers.
The document discusses emerging technologies that are highlighted in the 2014 Horizon Report and Gartner's 2014 Hype Cycle report. These include cloud computing, social media, smartphones/tablets, the Internet of Things, wearable technologies, 3D printing, augmented reality, and learning analytics. For each technology, examples are given of current applications and potential future developments. Resources for continuing to explore emerging technologies are also listed.
Create Successful Cross Channel Experiences - IA Summit 2011
The document discusses the importance of designing cross-channel experiences that are convenient, consistent, connected, contextual, and span time. It provides 5 principles and 5 methods for holistic experience design across digital and physical touchpoints. The principles are to think of services, share resources openly, gain diverse perspectives, address discomfort, and focus on user needs over solutions. Methods include documenting journeys, mapping experiences, understanding backend systems, storytelling, and cross-training teams. Tools involve using experience maps, getting different perspectives, telling stories, and cross-training teams in other disciplines. The talk encourages designing for the holistic experience rather than any single channel.
The Elephant and the Dassie: A Tale of Evolution and Kinship
The evolution of our work and environment has produced new relationships between disciplines, within digital teams, across organisational verticals, in our local design and tech community, and across borders. I gave this talk as the keynote presentation at the UX Craft conference in Cape Town, South Africa on 4 October 2014.
This session explores why choosing a good responsive framework, while assisting in development and ensuring a consistent look-and-feel, is just one piece of the much larger process of creating a truly engaging website or web application. Topics include why using the latest swiping motion du jour may not immediately make sense to all users, how a site's layout and content must truly be thought of as an architecture project to get the most "bang for the buck", and what problems that interactivity in the form of form entry can result in driving potential users and customers away, never to be seen again.
This document summarizes key points about optimizing for mobile experiences. It discusses how mobile device usage has evolved from single screens to multi-screen interactions across smartphones, tablets and other devices. It highlights that the majority of media consumption is now via mobile screens. The document also outlines important design considerations for mobile like touch targets, network performance and responsive design. It provides examples of organizations that have optimized their digital presence for mobile.
We carry a screen with us at all times, yet technology is already evolving beyond the screen. We must design beyond screens to ensure we can be leaders wherever, whenever and however interactions are going.
This workshop provides examples of where expertise should be leveraged beyond where many designers are currently involved and how to begin.
Artificial Intelligence seems to be all around us, and many organizations are feeling the pressure to implement AI solutions. But like with any technology, especially the emergent ones that get a lot of buzz, it’s critical to let your business and consumer needs lead the technology, not the other way around.
I believe that it is the IA practitioners in an organization who can and should be the ones leading when AI and machine learning makes sense, which interactions it can best support, and how to architect and design those interactions so that they best support humans – whether those humans are employees, end consumers or citizens.
In this talk I will ensure we all understand why we should be forefront in creating AI experiences, why they are exciting and yet challenging (and even risky) and how we can immediately get involved.
Designing Customer Centered AI experiences - Dialogkonferansen 2018
This presentation discusses why artificial intelligence (AI) needs to be designed from a customer centered point of view, and provides three pillars to use as a foundation for how to do so.
Presentation for Seamless Retail Middle East 2017. Focuses on how to create and execute exceptional retail customer experiences that maximize revenue, increase exposure, and drive consumer satisfaction.
Innovation for Store 4.0- Seamless Retail Africa 2018
Samantha Starmer is a former VP of Global Digital Experiences who is now passionate about creating great customer experiences across channels. She discusses how retail is being disrupted by new technologies like chatbots, voice shopping, augmented reality, and concept stores without staff. However, the physical store is not dead and remains important for discovery and experiences. Store 4.0 requires focusing on five pillars: starting with the customer, staying integrated across channels, breaking out of silos, using technology wisely, and focusing on the customer experience.
The document summarizes a presentation on cross-channel design given by Jess McMullin and Samantha Starmer. The presentation covered what cross-channel design is, why organizations should care about it, how to sell the need for it within an organization, using a case study and field research experience to discover touchpoints across channels, and various tools and methods for designing cross-channel solutions such as journey mapping, touchpoint matrices, and paper prototyping.
Building and Evangelizing Holistic Experience Design - DMI Seattle 2011
The document provides guidance on designing holistic experiences by outlining strategies across four areas: expanding your mind, creating a vision, building a path, and just doing it. It suggests expanding one's mind by breaking out of silos, making new friends outside one's usual circles, getting outside of one's comfort zone, and finding comfort in discomfort. It recommends creating a vision by understanding the big picture, following a clear goal, storytelling to excite others, and leading change. It advises building a path by listening holistically, understanding executives' goals, managing stakeholders, and removing obstacles. Finally, it suggests just doing it by not waiting for permission, trying new things, using metrics, and starting small.
Samantha Starmer provides a framework for structuring presentations with 4 key principles: 1) Start with yourself by identifying your goal and style. 2) Learn the environment by understanding the audience and constraints. 3) Build the structure by freeing your mind and keeping the narrative. 4) Leave time to adjust through rehearsal and ensuring your main point is clear. She emphasizes remembering the one key thing you want the audience to take away and practicing well in advance of the presentation date.
Get a Seat at the Strategy Table - WebVisions 2011
To get a seat at the strategy table, one must understand the organization's strategic goals and objectives, know how decisions are made, and think about long term changes. It is important to build relationships with allies, know potential opponents, and have important conversations before proposing new ideas. One should pick their battles wisely, help others' goals, and offer solutions, preferably with proposed solutions or already implemented solutions. It is also important to learn how executives communicate, listen more than speaking, and become comfortable discussing strategy with executives.
Samantha Starmer discusses designing for a holistic customer experience across channels. She recommends starting by using metrics to understand customer journeys, mapping experiences, and listening holistically across channels like call centers, social media, and stores. Designing for a holistic experience means coordinating brand and information consistency and optimizing each channel's capabilities. It requires leaving one's comfort zone, collaborating cross-functionally, and letting go of control so the entire organization can focus on improving the customer experience.
Quantitative Information Architecture - Oz IA 2010
This document discusses how quantitative analytics can help drive information architecture (IA) decisions. It provides examples of the types of metrics that can be measured, such as traffic to different sections of a website, and how these metrics can be used to understand user behavior and improve the user experience. Quantitative data is presented as complementing, not replacing, qualitative research methods. The document advocates starting analytics efforts by clearly defining business questions and goals in order to focus measurement efforts and ensure the collected data will provide actionable insights.
1) Holistic information architecture is about designing integrated experiences across channels, platforms, and the digital and physical worlds.
2) Information, not technology, should be the foundation to connect experiences as users transition between different touchpoints.
3) An effective information architecture provides consistent and predictable pathways of information to tie together a user's experience holistically as they engage with a brand through various channels over time.
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Ple...
The document discusses the need for experience designers to design holistic experiences that span both digital and physical channels, as well as multiple platforms. It notes that traditional boundaries are blurring as technology becomes ubiquitous and information can be accessed anywhere. The author advocates designing for the "space between" interactions by focusing on consistency of information and user journeys across channels to create a seamless overall experience. Experience design must look beyond individual websites or apps to consider all points of customer contact.
The document discusses how to incorporate user experience (UX) design principles into agile development processes. It recommends conducting quick user interviews to understand user needs, creating low-fidelity prototypes to test early with users, and iterating the prototypes based on user feedback to refine the design. Conducting rapid and frequent user testing is important to iteratively improve the design and ensure it meets user needs. Adopting an agile mindset of frequent collaboration, iteration and user feedback is key for meaningful UX work.
In these times of increasing political polarization, many people feel a deep concern for the health of American democracy. If you're one of them, then the "With Fear For Our Democracy, I Dissent" shirt might be the perfect way to express your convictions.
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Right Choice Landscaping offers exceptional villa landscape maintenance servi...
"Right Choice Landscaping offers exceptional villa landscape maintenance services in Dubai. Our dedicated team ensures that your villa’s outdoor spaces are beautifully maintained, enhancing both the aesthetic appeal and the value of your property. We offer landscaping and Garden design services to commercial property owners and homeowners all over the UAE.
Gender Equity in Architecture: Cultural Anthropology in Design Ideologies
This PowerPoint presentation offers a comparative analysis between a female and a male architect, focusing on their ideologies, approaches, concepts, and interpretations for a mixed-use building project. This study prompts a reconsideration of architectural inspiration and priorities, advocating for gender equity and cultural anthropology in architectural design.
Portfolio of Family Coat of Arms, devised by Kasyanenko Rostyslav, ENG
The Ukrainian and German journalist Rostyslav Kasyanenko has dedicated himself to genealogical research and heraldry. Originally Ukrainian, now living in Munich (Bavaria) he working in Ukrainian Free University (Est. 1921) as archivist. Curator of Heraldic Teams, Member of Ukrainian Heraldry Society (UHS) R.Kasyanenko is Deviser of the Family and Municipal Coat of Arms and Author of the exhibition concept project: “Maritime flags and arms of the Black Sea countries vs. Mediterranean: what has changed in 175 years?”
Author of scientific articles (2023-24):
Parallels between the meaning of Symbol and Myth according to Hryhorii Skovoroda and heraldic systems
Heraldry as a marker of evolution of national identity in Ukraine and Slovakia: from the Princely era to the "Spring of Nations" (XI-XIX centuries)
Historical parallels in the formation of national awareness in Ukraine and Slovakia in modern times (1848-1992)
Proto-heraldry of Kievan Rus': dynastic symbols of the Princely era, and how does the Palatine Lion relate to this?
Symbols of the House of Romanovyches: the Bavarian influence in Ukrainian heraldry
Participant of Scientific Conferences (2023-24):
- XXХІІІ Heraldic Conference of the Ukrainian Heraldry Society, October 13, 2023, Lviv
- International Conference “Slovak-Ukrainian Relations in the Field of Language, Literature, and Culture in Slovakia and the Central European Space”, University of Prešov, Institute of Ukrainian Studies, Faculty of Arts, 18-20.10.2023
- International Conference „The Past, Present, and Future of Heraldry: Universality and Interdisciplinarity“, Vilnius, 12-13.06.24
- International Conference "Coats of Arms as Weapons – Heraldic Symbols in Political, Dynastic, Military, and Legal Conflicts of the Middle Ages and Early Modern Period”, Alfried Krupp Wissenschaftskolleg Greifswald.
According to the heraldist, he has worked with many heraldic artists over
the years. However, he developed the ideas for all the coats of arms himself, except for his own. The case of the Kasyanenko (from the Shovkoplias clan) family coat of arms — featuring an audacious Cossack riding a rhinoceros — deserves special attention. "After all, one could talk about one's own crest, just like one's ancestors, for an eternity," he says.
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Mapping Experiences and Orchestrating Touchpoints | Chris Risdon & Patrick Qu...Adaptive Path
The document outlines an agenda for mapping experiences and orchestrating touchpoints. It discusses experience mapping principles and provides an overview of the following topics:
1. What is experience mapping - Guiding principles for understanding customer experiences across interactions.
2. Gathering insights - The key inputs and research needed to understand experiences.
3. Mapping framework - A methodology for mapping human experiences across different situations.
4. Visualizing maps - Storytelling and visualization techniques to communicate insights and drive action.
5. Applying maps - Tips for using experience maps to create seamless customer experiences.
5 Things I Wish I Knew – A Service Design JourneyJamin Hegeman
The document discusses the key lessons learned from the speaker's journey in service design over many years. The five main lessons are: 1) Service design needs to consider the experiences of both customers and employees; 2) There is ambiguity in service design and you won't always know what you're doing; 3) Storytelling is important for conveying service experiences; 4) Ideas are not as important as executing and sustaining ideas over time; 5) Service design requires collaboration between different stakeholders.
This document discusses best practices for mobile-first user experience (UX) and content strategy. It recommends designing for mobile first to take advantage of greater opportunities, better focus on mobile needs, and potential for more innovation. Key aspects covered include understanding the audience, defining experience principles through mapping the user journey, planning adaptive content that can be reused across devices, and wireframing designs based on user needs and content requirements.
DDeBoard Rail Europe Journey Map Exercise STC Philadelphia Metro Chapter Apri...ddeboard
This document outlines the customer journey for planning rail travel in Europe. It breaks the journey down into stages of research and planning, shopping or finding trips, booking the itinerary, preparing to travel with any paperwork, the travel experience itself, and sharing the experience after. At each stage it considers the tasks, thoughts, feelings, and opportunities involved in choosing and taking a rail trip in Europe. The overall goal is to understand how to make the process convenient, easy, and flexible for customers.
Himesh Singh has over 7 years of experience in UX design. He has worked on projects for web and mobile at companies like MakeMyTrip, Fidelity International, and Times Internet. For his most recent project, he designed a live mobile bingo game from concept to completion. This included user research, prototyping, and collaborating with various teams to launch the game.
The document outlines the design of an app called LOOP that connects people for carpooling. It discusses carpooling as an alternative transportation method that is safe, flexible and affordable. User research was conducted and identified concerns about safety when riding with strangers. The document then presents personas, competitors, design prototypes at different fidelity levels, and features to continue improving the design based on user feedback.
This document discusses Tripresso, a proposed online platform for finding and booking packaged tours. It notes the current lengthy process customers go through to research and book tours. Tripresso aims to simplify this by gathering tour itineraries, screening tours based on customer preferences, and providing quantitative evaluations and rankings to help customers more easily find fitted trips. The business model involves partnerships with travel agents and companies to provide a wide selection of tour options on a single platform. Financial projections estimate rapid revenue growth as the platform expands its tour selections and customer base in the coming years.
Invited talk given at the Google Local Ads Forum in London and Hamburg. Setting the stage about where we're at with local, why local is often thought to be hard and how far we have to go.
This document discusses Tripresso, a service that aims to simplify packaged tours by providing comprehensive tour coverage, saving customers time and without adding costs. Tripresso analyzes tour itineraries, filters options based on customer needs, and provides support during trips including responding to issues. The service partners with 20 travel companies and agencies to offer a wide range of tour options on a single platform.
The document discusses striving for higher purposes and adapting to life's challenges. It mentions being a visionary builder and creator who brings unity. It also talks about having skills but being torn between opportunities like a motivational speaking career versus starting a talent agency and record label in California.
This document discusses various interface design patterns and principles for navigation. It begins by explaining how interface design dresses up existing behaviors and notes that navigation allows some aspects of information architecture to be visible. It then covers different types of navigation including global navigation, local navigation, contextual navigation, pagination, sorting, and secondary navigation elements like site maps. The document emphasizes following conventions when they are widely adopted but exploring alternatives when usability testing suggests improvements. It concludes with an exercise asking readers to analyze the navigation of competitor websites.
UMAP- a service for the Pittsburgh Bus Systemlchapmandesigns
1) The document presents a project by Team Hot Wheels to design a mobile application called UMAP to help users of the Pittsburgh Bus System better plan and navigate their bus trips.
2) Research included interviews with bus riders that revealed frustrations with unpredictability of schedules and a lack of real-time arrival information.
3) The proposed UMAP app would provide interactive maps, real-time arrival times, and neighborhood guides to give users more control over their bus travel experience.
The document discusses the evolution of user experiences from past to present to future. It uses examples of individuals (James, Mario, Pranav) wanting to travel to illustrate how user experiences have changed from 1999 to 2010 to a possible 2019. The examples show experiences becoming more seamless across different media as technologies integrate. It argues that information architecture must shift from designing artifacts to designing processes and experiences. Effective design will involve creating ubiquitous ecologies and cross-media experiences rather than isolated products, interfaces, or interactions.
Centennial College (http://www.centennialcollege.ca) post-graduate students in Children's Entertainment were asking me for additional resources/reference material on UX/UI, while the incoming post-graduate students in Interactive Digital Media were asking for reference/resource materials to review before they start for the new semester. This is what I created for them all!
Part six of my series of articles about how to improve your practice. In this article I discuss how your marketing activity should be integrated with your team.
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This document is the introduction to The Tax Disputes and Litigation Review, 4th Edition, edited by Simon Whitehead. It provides information about the publication, including details on the editor, publishers, and contributors. The Review contains chapters on tax disputes and litigation in various countries, with each chapter outlining the procedural rules and key issues for taxpayers in the respective jurisdiction. It aims to help tax professionals dealing with disputes across multiple countries.
This document summarizes a study on expanding access for local farmers to consumers in Charleston, South Carolina. The study examines the history and impacts of the current industrialized food system and the local foods movement. It also analyzes data collected from local farmers through surveys and interviews about their current marketing outlets, challenges, and interactions with GrowFood Carolina, the region's first food hub. The data showed farmers' most common marketing outlets and challenges securing cold storage and marketing knowledge. It also revealed GrowFood addresses many of these challenges but farmers are sometimes confused about its operations. Recommendations are made for GrowFood to clarify its services to better support local farmers.
Este documento resume un análisis cualitativo de la empresa petrolera colombiana Pacific Rubiales. Explica que la empresa tiene accionistas principales mexicanos y fondos de inversión estadounidenses, y busca ser líder en exploración y producción en América Latina a través del crecimiento sostenible. Además, analiza factores como la caída del precio del petróleo y las reservas de la empresa, concluyendo que es una buena inversión a corto plazo pero sus reservas se agotarán rápidamente
Para ofrecer la mejor experiencia al usuario de TFTs en exterior, la legibilidad del display debe estar asegurada. En Monolitic ofrecemos la opción de añadir distintas capas de montaje (LCD, filtros, sensores táctiles, cristales antivandálicos...) aumentando así la visibilidad de nuestras TFTs.
El documento se titula "ACHEGARTE 2011: a cultura que facemos" y repite este título varias veces. Parece tratar sobre un evento cultural llamado "ACHEGARTE 2011" y cómo la gente crea cultura.
Este documento presenta el modelo entidad-relación como una herramienta de modelización conceptual para el diseño de bases de datos. Explica las fases del diseño de bases de datos, incluyendo la modelización conceptual donde se construyen esquemas conceptuales de una realidad usando lenguajes de alto nivel como el modelo entidad-relación. Luego describe los conceptos básicos del modelo entidad-relación como entidades, relaciones, atributos y las restricciones de integridad. Finalmente, presenta un ejemplo de modelización conceptual usando el modelo entidad-
El documento habla sobre las celebraciones de Fiestas Patrias que se realizaron en diferentes sucursales de Netglobalis y CTR a lo largo de Chile. Se detalla que hubo actividades como inauguraciones, presentaciones folklóricas, juegos, premios y asados para que los colaboradores pudieran compartir y festejar las fiestas.
Este documento presenta una variedad de productos relacionados con el vino, incluyendo velas aromáticas de vino, sacacorchos, tapones, vasos, estuches, bolsas y más. El documento también ofrece detalles sobre la fabricación de estos productos a medida y en grandes cantidades.
Enfermedades no infecciosas Ricardo Torres, Alejandro Sanchez y Sergio Alamo IES Alhamilla de Almeria
El documento proporciona información sobre diferentes tipos de enfermedades no infecciosas, incluyendo cáncer, enfermedades traumáticas, endocrinas y metabólicas, carenciales, mentales y cardiovasculares. Resume los principales métodos de prevención y tratamiento para el cáncer y las enfermedades cardiovasculares, así como los tipos de enfermedades mentales.
How to Design for the Future - Cross Channel Experience DesignOSCON Byrum
This document discusses cross-channel experience design. It begins by asking who the audience members are and what they hope to learn. It then discusses some key principles of cross-channel design such as providing a consistent, convenient, connected, and contextual experience across different channels over time. The document provides examples of both good and bad cross-channel experiences. It concludes by outlining five methods for designing cross-channel experiences, such as thinking in terms of services rather than individual channels, sharing resources between teams, starting with small experiments, embracing challenges, and focusing on why changes are being made rather than just what is being changed.
How to Design for the Future - Cross Channel Experience DesignSamantha Starmer
This document discusses cross-channel experience design. It begins by asking who the audience members are and what they hope to learn. It then discusses some of the key challenges of designing experiences across multiple channels like websites, mobile apps, physical stores, etc. The document presents five principles for cross-channel design: providing a consistent experience, making the experience convenient across channels, ensuring transitions between channels are connected, tailoring the experience to the user's current context, and designing experiences that span time across different touchpoints. It concludes by offering five methods for approaching cross-channel design, such as thinking in terms of services rather than individual channels, collaborating across organizational boundaries, testing designs by observing user behaviors, being comfortable with ambiguity and iteration
Designing for Holistic Cross Channel ExperiencesSamantha Starmer
UX Israel Studio 2013 workshop. Much of the structure and content is similar to other workshop presentations I've posted, but there are some new examples and exercises.
The document describes the need for designing cross-channel experiences that are consistent, convenient, connected, contextual, and span different touchpoints and times. It discusses examples of both good and bad cross-channel experiences, and outlines five principles for designing holistic experiences. Tools mentioned for mapping cross-channel experiences include stakeholder interviews, field research, touchpoint matrices, service inventories, and experience maps. The overall message is that users interact with brands through many different channels, so the design must consider the entire experience across all touchpoints.
The Future of Design isn't Just the Web - WebVisions 2011 WorkshopSamantha Starmer
Cross-channel design aims to provide a seamless experience for customers across digital and physical touchpoints. The document discusses the need for designing experiences that are convenient, connected, consistent, and contextual across channels over time. It provides five principles and five methods for cross-channel design, including thinking in terms of services, sharing design processes, starting with small experiments, embracing discomfort, and focusing on customer needs over specific solutions. Discovery activities like interviews, research, and experience mapping are recommended to understand the current customer journey. Solution techniques include mental models, storytelling, service blueprints, and touchpoint matrices to holistically design experiences across channels.
The gap between physical and digital has blurred: we use Wiis to get in shape, computers to order a pizza, or our smartphone’s GPS to find hot dates. People want to interact with products and services when they want to and how they want to – and that’s not always on the web.
The future of design is everywhere the customer touches our product or service - digital or physical. User experience practitioners must move beyond the screen to designing a holistic customer experience that is seamless across channels and devices.
The document discusses designing holistic experiences that span both digital and physical channels. It recommends designing for the "space between" interactions by considering the full customer journey. Five principles are outlined for cross-channel design: convenient, connected, consistent, contextual, and cross-time. Five methods and tools are also presented: thinking in terms of services; sharing design work; starting with observations; embracing discomfort; and focusing on customer needs over specific solutions. The overall message is that customers experience brands through all touchpoints, so design must consider the integrated experience.
Taxonomy Bootcamp 2012 Keynote - Improving Information InteractionsSamantha Starmer
This document discusses designing seamless customer experiences across digital and physical channels. It tells a story of a car accident victim's frustrating experience trying to get their car repaired due to a lack of integration between their insurance company's digital and physical systems. The document argues that as the physical and digital worlds collide, organizations must design holistic, interactive experiences that satisfy customers' information needs whenever, however, and wherever they engage with a brand. It encourages attendees to open their eyes to opportunities to improve customer experiences through better organization of information.
The Future of Design is Not Just the Web - Web Visions Workshop 2011Samantha Starmer
The document discusses designing cross-channel experiences. It begins by explaining that customers experience brands across multiple touchpoints and channels, both digital and physical. The key is to design experiences that are convenient, connected, consistent, contextual, and span across time.
The document then provides five principles and five methods for cross-channel design. The principles are to make experiences convenient, connected, consistent, contextual, and spanning across time. The methods are to think in terms of services, share design work across teams, start by observing customer behaviors, be comfortable with ambiguity, and focus on customer needs rather than specific solutions.
Finally, the document discusses various discovery and solution activities for cross-channel design, such as stakeholder interviews
The document discusses the future of experience design and the concept of omnichannel experiences. Omnichannel experiences integrate digital and physical touchpoints to provide seamless, interconnected experiences for customers anytime and anywhere. The future of experience design lies in creating holistic experiences across all channels that understand customer context and needs. Omnichannel experiences enhance the physical with digital and move customers through a brand's spaces and services effortlessly.
1. Mobile devices have become the primary way people access media through smartphones, tablets, and other screens. Most media interactions are with mobile screens and smartphone ownership continues to rise rapidly.
2. Opportunities on mobile go beyond apps to considering how mobile usage has changed user behavior and discovering the paths users take to content across multiple devices. User research is key to understanding this.
3. Design for mobile must optimize for thumb and eyeball-only interactions, use touch targets large enough for fingers, and consider network limitations. Images should be optimized for recognition or description.
The document discusses the author's journey to move faster in UX design. It emphasizes lean and agile principles like rapid prototyping, frequent customer validation through testing prototypes, and shipping ideas quickly through short iteration cycles. Combining UX, product, and development teams allows for fast collaborative idea generation, prototyping, testing, and refinement to determine what is valuable to customers.
The document discusses emerging technologies that are highlighted in the 2014 Horizon Report and Gartner's 2014 Hype Cycle report. These include cloud computing, social media, smartphones/tablets, the Internet of Things, wearable technologies, 3D printing, augmented reality, and learning analytics. For each technology, examples are given of current applications and potential future developments. Resources for continuing to explore emerging technologies are also listed.
Create Successful Cross Channel Experiences - IA Summit 2011Samantha Starmer
The document discusses the importance of designing cross-channel experiences that are convenient, consistent, connected, contextual, and span time. It provides 5 principles and 5 methods for holistic experience design across digital and physical touchpoints. The principles are to think of services, share resources openly, gain diverse perspectives, address discomfort, and focus on user needs over solutions. Methods include documenting journeys, mapping experiences, understanding backend systems, storytelling, and cross-training teams. Tools involve using experience maps, getting different perspectives, telling stories, and cross-training teams in other disciplines. The talk encourages designing for the holistic experience rather than any single channel.
The Elephant and the Dassie: A Tale of Evolution and KinshipKerry-Anne Gilowey
The evolution of our work and environment has produced new relationships between disciplines, within digital teams, across organisational verticals, in our local design and tech community, and across borders. I gave this talk as the keynote presentation at the UX Craft conference in Cape Town, South Africa on 4 October 2014.
Responsive Design and Development "Gotchas"Andrew Malek
This session explores why choosing a good responsive framework, while assisting in development and ensuring a consistent look-and-feel, is just one piece of the much larger process of creating a truly engaging website or web application. Topics include why using the latest swiping motion du jour may not immediately make sense to all users, how a site's layout and content must truly be thought of as an architecture project to get the most "bang for the buck", and what problems that interactivity in the form of form entry can result in driving potential users and customers away, never to be seen again.
This document summarizes key points about optimizing for mobile experiences. It discusses how mobile device usage has evolved from single screens to multi-screen interactions across smartphones, tablets and other devices. It highlights that the majority of media consumption is now via mobile screens. The document also outlines important design considerations for mobile like touch targets, network performance and responsive design. It provides examples of organizations that have optimized their digital presence for mobile.
Similar to Design for Cross Channel - UX Week 2012 Workshop (20)
We carry a screen with us at all times, yet technology is already evolving beyond the screen. We must design beyond screens to ensure we can be leaders wherever, whenever and however interactions are going.
This workshop provides examples of where expertise should be leveraged beyond where many designers are currently involved and how to begin.
Artificial Intelligence seems to be all around us, and many organizations are feeling the pressure to implement AI solutions. But like with any technology, especially the emergent ones that get a lot of buzz, it’s critical to let your business and consumer needs lead the technology, not the other way around.
I believe that it is the IA practitioners in an organization who can and should be the ones leading when AI and machine learning makes sense, which interactions it can best support, and how to architect and design those interactions so that they best support humans – whether those humans are employees, end consumers or citizens.
In this talk I will ensure we all understand why we should be forefront in creating AI experiences, why they are exciting and yet challenging (and even risky) and how we can immediately get involved.
Designing Customer Centered AI experiences - Dialogkonferansen 2018Samantha Starmer
This presentation discusses why artificial intelligence (AI) needs to be designed from a customer centered point of view, and provides three pillars to use as a foundation for how to do so.
Presentation for Seamless Retail Middle East 2017. Focuses on how to create and execute exceptional retail customer experiences that maximize revenue, increase exposure, and drive consumer satisfaction.
Innovation for Store 4.0- Seamless Retail Africa 2018Samantha Starmer
Samantha Starmer is a former VP of Global Digital Experiences who is now passionate about creating great customer experiences across channels. She discusses how retail is being disrupted by new technologies like chatbots, voice shopping, augmented reality, and concept stores without staff. However, the physical store is not dead and remains important for discovery and experiences. Store 4.0 requires focusing on five pillars: starting with the customer, staying integrated across channels, breaking out of silos, using technology wisely, and focusing on the customer experience.
The document summarizes a presentation on cross-channel design given by Jess McMullin and Samantha Starmer. The presentation covered what cross-channel design is, why organizations should care about it, how to sell the need for it within an organization, using a case study and field research experience to discover touchpoints across channels, and various tools and methods for designing cross-channel solutions such as journey mapping, touchpoint matrices, and paper prototyping.
Building and Evangelizing Holistic Experience Design - DMI Seattle 2011Samantha Starmer
The document provides guidance on designing holistic experiences by outlining strategies across four areas: expanding your mind, creating a vision, building a path, and just doing it. It suggests expanding one's mind by breaking out of silos, making new friends outside one's usual circles, getting outside of one's comfort zone, and finding comfort in discomfort. It recommends creating a vision by understanding the big picture, following a clear goal, storytelling to excite others, and leading change. It advises building a path by listening holistically, understanding executives' goals, managing stakeholders, and removing obstacles. Finally, it suggests just doing it by not waiting for permission, trying new things, using metrics, and starting small.
Structuring your Presentation - Cranky Talk 2011Samantha Starmer
Samantha Starmer provides a framework for structuring presentations with 4 key principles: 1) Start with yourself by identifying your goal and style. 2) Learn the environment by understanding the audience and constraints. 3) Build the structure by freeing your mind and keeping the narrative. 4) Leave time to adjust through rehearsal and ensuring your main point is clear. She emphasizes remembering the one key thing you want the audience to take away and practicing well in advance of the presentation date.
Get a Seat at the Strategy Table - WebVisions 2011Samantha Starmer
To get a seat at the strategy table, one must understand the organization's strategic goals and objectives, know how decisions are made, and think about long term changes. It is important to build relationships with allies, know potential opponents, and have important conversations before proposing new ideas. One should pick their battles wisely, help others' goals, and offer solutions, preferably with proposed solutions or already implemented solutions. It is also important to learn how executives communicate, listen more than speaking, and become comfortable discussing strategy with executives.
Samantha Starmer discusses designing for a holistic customer experience across channels. She recommends starting by using metrics to understand customer journeys, mapping experiences, and listening holistically across channels like call centers, social media, and stores. Designing for a holistic experience means coordinating brand and information consistency and optimizing each channel's capabilities. It requires leaving one's comfort zone, collaborating cross-functionally, and letting go of control so the entire organization can focus on improving the customer experience.
Quantitative Information Architecture - Oz IA 2010Samantha Starmer
This document discusses how quantitative analytics can help drive information architecture (IA) decisions. It provides examples of the types of metrics that can be measured, such as traffic to different sections of a website, and how these metrics can be used to understand user behavior and improve the user experience. Quantitative data is presented as complementing, not replacing, qualitative research methods. The document advocates starting analytics efforts by clearly defining business questions and goals in order to focus measurement efforts and ensure the collected data will provide actionable insights.
1) Holistic information architecture is about designing integrated experiences across channels, platforms, and the digital and physical worlds.
2) Information, not technology, should be the foundation to connect experiences as users transition between different touchpoints.
3) An effective information architecture provides consistent and predictable pathways of information to tie together a user's experience holistically as they engage with a brand through various channels over time.
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Ple...Samantha Starmer
The document discusses the need for experience designers to design holistic experiences that span both digital and physical channels, as well as multiple platforms. It notes that traditional boundaries are blurring as technology becomes ubiquitous and information can be accessed anywhere. The author advocates designing for the "space between" interactions by focusing on consistency of information and user journeys across channels to create a seamless overall experience. Experience design must look beyond individual websites or apps to consider all points of customer contact.
The document discusses how to incorporate user experience (UX) design principles into agile development processes. It recommends conducting quick user interviews to understand user needs, creating low-fidelity prototypes to test early with users, and iterating the prototypes based on user feedback to refine the design. Conducting rapid and frequent user testing is important to iteratively improve the design and ensure it meets user needs. Adopting an agile mindset of frequent collaboration, iteration and user feedback is key for meaningful UX work.
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In these times of increasing political polarization, many people feel a deep concern for the health of American democracy. If you're one of them, then the "With Fear For Our Democracy, I Dissent" shirt might be the perfect way to express your convictions.
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Right Choice Landscaping offers exceptional villa landscape maintenance servi...rightchoicelandscapi
"Right Choice Landscaping offers exceptional villa landscape maintenance services in Dubai. Our dedicated team ensures that your villa’s outdoor spaces are beautifully maintained, enhancing both the aesthetic appeal and the value of your property. We offer landscaping and Garden design services to commercial property owners and homeowners all over the UAE.
Gender Equity in Architecture: Cultural Anthropology in Design IdeologiesAditi Sh.
This PowerPoint presentation offers a comparative analysis between a female and a male architect, focusing on their ideologies, approaches, concepts, and interpretations for a mixed-use building project. This study prompts a reconsideration of architectural inspiration and priorities, advocating for gender equity and cultural anthropology in architectural design.
Portfolio of Family Coat of Arms, devised by Kasyanenko Rostyslav, ENGRostyslav Kasyanenko
The Ukrainian and German journalist Rostyslav Kasyanenko has dedicated himself to genealogical research and heraldry. Originally Ukrainian, now living in Munich (Bavaria) he working in Ukrainian Free University (Est. 1921) as archivist. Curator of Heraldic Teams, Member of Ukrainian Heraldry Society (UHS) R.Kasyanenko is Deviser of the Family and Municipal Coat of Arms and Author of the exhibition concept project: “Maritime flags and arms of the Black Sea countries vs. Mediterranean: what has changed in 175 years?”
Author of scientific articles (2023-24):
Parallels between the meaning of Symbol and Myth according to Hryhorii Skovoroda and heraldic systems
Heraldry as a marker of evolution of national identity in Ukraine and Slovakia: from the Princely era to the "Spring of Nations" (XI-XIX centuries)
Historical parallels in the formation of national awareness in Ukraine and Slovakia in modern times (1848-1992)
Proto-heraldry of Kievan Rus': dynastic symbols of the Princely era, and how does the Palatine Lion relate to this?
Symbols of the House of Romanovyches: the Bavarian influence in Ukrainian heraldry
Participant of Scientific Conferences (2023-24):
- XXХІІІ Heraldic Conference of the Ukrainian Heraldry Society, October 13, 2023, Lviv
- International Conference “Slovak-Ukrainian Relations in the Field of Language, Literature, and Culture in Slovakia and the Central European Space”, University of Prešov, Institute of Ukrainian Studies, Faculty of Arts, 18-20.10.2023
- International Conference „The Past, Present, and Future of Heraldry: Universality and Interdisciplinarity“, Vilnius, 12-13.06.24
- International Conference "Coats of Arms as Weapons – Heraldic Symbols in Political, Dynastic, Military, and Legal Conflicts of the Middle Ages and Early Modern Period”, Alfried Krupp Wissenschaftskolleg Greifswald.
According to the heraldist, he has worked with many heraldic artists over
the years. However, he developed the ideas for all the coats of arms himself, except for his own. The case of the Kasyanenko (from the Shovkoplias clan) family coat of arms — featuring an audacious Cossack riding a rhinoceros — deserves special attention. "After all, one could talk about one's own crest, just like one's ancestors, for an eternity," he says.
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2. today
what is cross channel design?
why care about cross channel design
how to think about cross channel design
try cross channel design
start cross-channel design now
3. agenda
9-9:15am introductions
9:15-10am what, why and how
10-10:30am try - tools & first exercise
10:30-11am break
11-11:30am try - tools & second exercise
11:30-12pm try – tools & third exercise
12:15-12:30pm start & wrap up
9. but anytime…
http://www.flickr.com/photos/baggis/4701908515
10. Director, Customer Experience for REI
Experience Design
Information and Content Management
Microsoft, Amazon
Teach at University of Washington
12. who are you?
Manager, Content Strategy Interactive Strategist
UX Designer User Experience Lead
Creative Director Sr. Content Strategist
Senior Interactive Design Graphic Artist
Specialist User Experience Developer
User Experience Manager Senior UX Designer
Information architect UX lead/architect
Interaction designer Creative Manager
Usability Specialist UX Director
Senior UX Designer Co-founder, product-y
design lead/manager
13. who are you?
Range of levels of experience
Some have mostly designed for the web
Some have designed for web and mobile
Some have designed across a large number of digital
devices
Some have incorporated physical
Beginner to Advanced
Let’s share our knowledge and expertise
– we are all learning…
14. what industries do you work in?
Travel Healthcare Technology
Retail High-tech
Building Automation Online recruitment
Entertainment Electrical Distribution
Hospitality, hotels Insurance
Financial services Digital Media and Services
Medical Automotive
Telecom Government
Non-Profit Biotech
15. what do you hope to learn?
ways to branch out into other channels
incorporate retail experience into online
experience
360 degree customer experience learning
considerations in cross-channel
understand new trend
how to get teams from different disciplines
and parts of the company to develop
coordinated effort
16. what do you hope to learn?
how to deal with transitions between
channels
breaking through the "that's our
area/channel, not yours" mentality
within an organisation
how to best communicate and present a
complete cross channel design solution
how to design, where/how to be
consistent in interaction design
17. what do you hope to learn?
strategies or case studies of how product
teams discovered issues in their cross-channel
experiences and how they designed to
improve them
keeping consistency and learning the ins and
outs of cross-channel promotion and design
best practices, pitfalls to avoid, the good...the
bad...and the ugly
45. THIS Valley Medical Center
http://cdn.assets.sites.launchrocketship.com/7a019f65-a5c3-4d32-930
0640affd6f7b/files/de97003a-2719-4f24-bf02-3771bcfd0a72/zvm-east_exterior-afternoo
69. GoPago - place an order before arriving in a
store. Merchant receives on tablet.
http://static2.businessinsider.com/image/5022b7b4eab8ead85c00002d-400-300/gopago-store-sign.jpg
70. Square/Starbucks - don’t
even have to take the phone out
of your pocket or sign a receipt.
https://squareup.com/pay-with-square
73. Virtual Fridge Lock – late night raid
automatically transmits to your social networks
http://www.bangstyle.com/wp-content/uploads/2012/05/e06fc2b0a04a0b1f4c0ad1bc21bcf820-621x465.jpg
74. Fashion Like – real time facebook likes for
each item
http://zapp5.staticworld.net/images/article/2012/05/fashion20like-11356673.jpg
79. integrated
experiences
are
few and far
between
Alexandra Deschamps-Sonsino
http://www.slideshare.net/designswarm/creating-the-internet-of-things
80. entire industries are in
their customer experience
infancy
(…health insurance, TV service, Internet
Service providers, PC manufacturers,
wireless service providers, airlines and credit
card providers.)
2011, Forrester Research, Inc.
81. consumers cited their greatest
frustration as when the
experience does not match the
promise a company made to
them up front.
The New Realities of “Dating” in the Digital Age: Are Customers
Really Cheating, or Are You Just Not Paying Enough Attention?
Accenture 2011 Global
Consumer Research Study
150. street bump
residents use Street Bump to record “bumps” which are
identified using the device’s accelerometer and located using
its GPS
http://www.flickr.com/photos/topsy/188144452
http://www.newurbanmechanics.org
151. which context makes sense?
Not sure how to cancel a class I
registered for online. The
cancellation policy just says what
time frame I need to cancel in, but
not how to do it online. Only
suggestion is to call the store.
Doesn't seem worth the hassle.
REI customer comment
162. some tools
1. employee research
2. environment research
3. make it or break it
4. touchpoint inventory
5. interaction ecology
6. experience mapping
7. experience matrix
163. tips
do early in project
focus on ideation and brainstorming
can be used with many development
methodologies
best to do in cross divisional groups
break down the silos
everyone has valuable perspective
166. employee research
front line employees
ecosystem other employees have to
work within
uncover training issues
uncover system issues
uncover priority user needs
get great ideas
gain buy in
175. environment research
hand in hand with employee research
understand issues with physical
environment
discover experience blockers
find cheaper resolutions than new
technology
also can be conceptual to understand
organizational silos
180. uniform and store room issues
“It is usually in my pocket
and gets caught on the
ladder all the time… I’ve
started leaving it here on
the shelf instead”
188. make it or break it
first define existing experience(s)
use research, customer feedback,
behavioral data
understand where the experience breaks
define where the experience could be
better
which are the worst interactions?
where could delight happen?
197. think about
my as-is experience – what actually happened?
what were my emotions?
where was my experience broken? (sad face)
where could Ameriprise have ‘made’ my
experience? (happy face)
write down the top 5 make or
break opportunities
202. touchpoint inventory
track all ways customers interact with your
organization
can use both for as-is and to-be states
excellent for corralling complex, multi-
channel programs and products
great to use for mapping out needed system
architectures
helpful for non-web/non-technology people
to understand impacts
207. interaction ecology
via Justin Davis
http://www.slideshare.net/jwd2a/toilet-paper-and-information-sharing-designing-compelling-information-ecosystems
208. interaction ecology
inspired by Justin Davis
establish key customer narrative(s)
define the needed interaction to get to each
next step in the narrative
understand the location(s) that interaction
might occur in
identify the touchpoint or device that can
support the interaction and narrative in context
map the needed data and the connections
between interactions
209. interaction ecology
1. define the narrative
2. determine the needed interactions
3. define the interaction location
4. define the touchpoint
5. define the data points
6. identify the connections
7. map the data
219. the narrative
1. accident occurs
2. exchange information
3. tow car
4. get rental
5. get treatment for injuries
6. provide report to insurance
7. get progress report from insurance
8. resolution
227. experience mapping
customer perspective, actions and
reactions throughout interactions
triggers and touchpoints
intangible and qualitative motivations,
frustrations and meanings
can get all points of view on the table
(e.g. is your experience my experience?)
234. experience matrix
uses ‘service blueprint’ from service design as its
inspiration
uses more generally known language to avoid
having to provide terminology to stakeholders
(e.g. front stage/back stage, physical evidence)
goes the next step from defining the experience
to understanding how to support it
use as basis for which systems, people and
processes will be impacted
237. experience matrix
define the experience narrative
determine desired experience
note most convenient channel/touchpoint
for each part of the experience
define the support people and systems
needed
come up with added services or benefits to
‘surprise and delight’
239. experience matrix
define the experience narrative (done)
determine desired experience (done)
note most convenient channel/touchpoint
for each part of the experience (done)
define the support people and systems
needed - remember your data points
services or benefits to ‘surprise and delight’
– remember your ‘make it or break it’ ideas
240. a framework
Narrative – Accident and Insurance story
Accident occurs Exchange Tow car, get rental Report to insurance Progress Report Retrieve Car Resolution
information
experience
Desired
Most convenient
Channel(s)
Support People
Support Systems
Added Service