Presentation on designing for cross channel holistic customer experiences for Web 2.0 Expo, San Francisco
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.
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 document discusses designing cross-channel experiences. It recommends designing for the holistic customer experience across channels rather than any single channel. It provides 5 principles for cross-channel design including convenience, consistency, and experiences that span time. It also offers 5 methods like thinking in terms of customer services and 5 tools including documenting experiences and experience mapping. The document advocates letting customers' experiences guide design rather than technology or design disciplines.
Slides from my talk at Generate London on the 23 September 2016 http://www.generateconf.com/london-2016 #generateconf ABSTRACT There was a time when we did glossy page designs and those designs were pretty much what we saw in our desktop browsers. With the rise of smartphones, tablets and smartwatches, there isn’t one view of our designs any more. With further developments in technology and screens, our content could go anywhere. As a result we need to move away from designing for specific devices to solutions that are device-agnostic. For UX designers that means means letting content guide layouts, and moving away from designing pages to focusing on the modules that those views are made up of. In this talk Anna will walk through why device-agnostic design matters, what it means and how we go about it.
This document contains over 200 links to various website directories and submission sites. It provides a long list of options for submitting a website to online directories to potentially increase traffic and visibility. The list includes general directories as well as more niche-focused directories across many different categories and countries.
The document discusses designing for a holistic customer experience across all channels of a brand. It recommends using metrics and tools from various disciplines like experience design, customer journey mapping, and ubiquitous computing to understand customer interactions from all entrances. The key is providing a consistent brand experience while optimizing each channel's capabilities. Designing holistically requires listening to customer feedback from all sources and involving different departments beyond just the website to improve the overall experience.
This is a presentation shared by Dr. Wesley Fryer on March 12, 2014, at Church of the Resurrection in Oklahoma City, Oklahoma. The presentation explored what "digital footprints" are, why it's important for parents and grandparents to have regular conversations with young people about their digital footprints, how many misconceptions abound concerning teen use of social media, and what we can do to manage our digital footprints constructively.
Agility is an organization’s ability to respond to change and take advantage of opportunities. Organizational agility is more about being able to inspect and adapt in the large. Introducing Agile frameworks into your IT department doesn’t magically make your organization more responsive to customers’ needs or the market competition–it makes problems visible. Join us as we explore the common barriers that become visible in organizations as development teams adopt Agile practices, including areas of your organization where problems may lie and indicators to recognize them. As a group, we will be discussing tips for overcoming barriers to making your organization more Agile and bringing your development teams closer to customers.
The document provides information about creating an effective CV or resume. It discusses what a CV is, how to make it effective, what must be included, and what should be avoided. Key points include tailoring the CV to specific job openings by researching the employer and connecting skills to requirements, keeping the CV concise at 2-4 pages, and avoiding unnecessary personal details or repetitive content. Common mistakes like poor grammar, lies, or using templates are warned against.
We should answer a simple question: "Why companies are built and managed in the way we know?". In this presentation I will give my answer from an historic, scientific and economic perspective, and, at the same, I will try to show why other models are possible. Different organisational models are not only possible, but needed when the current models are causing so much pain in modern companies. We need to reinvent the way company works as well as we must reinvent the definition of career in the 21st century. We have so many tools and the higher amount of technology that we can use to shape the future of our companies. Which is the reason why we are not doing anything about it? Even if the presentation is definitely focused on the Italian market it contains elements and ideas that have a broader ranged of applicability. And, as always, it's not too serious. I used this presentation for my talk at the Better Software 2013 conference in Florence.
The document is a portfolio for a student named Alex Pullen. It includes information about his motivation for attending Full Sail University to study game development, his values of conversation, imagination and planning, and his skills in programming, art, and being helpful. It also provides examples of his solo and group game projects and contact information.
Our Resource Manager from Designit Madrid, Anxo López, talked at the EBE event this November. EBE is the largest social web event for the Spanish speaking community. It takes place every year in Sevilla (Spain). Anxo prepared this presentation to answer questions as: What is innovation? Is design an innovative discipline? What can a designer do to innovate? Is design a strategic discipline? What can bring a designer to companies creating new products and services?
This document contains over 100 URLs from various websites that are associated with the profile or user "catloaded" on those sites. The URLs span forums, blogs, social networks and sports team sites, indicating that catloaded maintains an active online presence discussing and commenting on various topics across many platforms.
Building a state of the art AI to play Magic: The Gathering, Melvin Zhang compares different algorithms and iterates on implementations. Initial experiments show Monte Carlo tree search (MCTS) outperforms minimax when given more thinking time. Later work focuses on developing an honest, non-cheating MCTS for Magarena that does not require all cores for parallelization. Open problems remain in improving play when losing and reducing unfun games.
The passage discusses the importance of teaching children about money at a young age through activities like allowing them to make purchases and helping with household financial tasks. Starting financial education early can help children understand money management and make responsible decisions as adults. Learning about earning, spending, saving and sharing money in a fun, stress-free way during childhood has long-lasting benefits.
The document discusses how technology has transformed the writing process. It explores how students and teachers' experiences with writing have changed with technological advances like wikis and blogs. The document suggests technology allows blending old and new approaches to writing by enabling work to be shared and benefits to be observed more easily. Contact information is provided for the author to continue the discussion.
This document lists the author's top ten online tools, including social networks like Facebook and Skype, professional networks like LinkedIn, encyclopedias like Wikipedia, video sites like YouTube, document sharing sites like Scribd, online retailers like Amazon, search engines like Google, presentation platforms like SlideShare, auto classifieds like Mobile.de, and games sites like Miniclip. It also jokes about considering but abandoning the idea of including a porn site.
The document discusses the importance of storytelling in web design. It argues that storytelling is how humans naturally gather and process information, and that websites should incorporate story elements like characters, plots, and settings to effectively engage users. Specific examples of websites that successfully use stories are provided. The presentation encourages designers to think of themselves as modern storytellers and to integrate narrative elements into their design process from the beginning of a project.
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.
Slides 18-66 used in prior presentations, slides 77-160 largely from other presentations, but a few new examples.
This document provides a collection of web tools and resources for the classroom, including links to Flickr photo galleries of classroom practices, a video about digital generation projects from Edutopia, and links to blogs and websites about digital storytelling, fashion design projects, and an "eyeplorer" tool. It encourages teachers to observe, experiment with, and remix their classroom practices, and provides contact information for the author.
The document provides a list of links to various free online tools for creating comics, recording audio, capturing screenshots, making slideshows and photostories, designing presentations, developing games and learning objects, collaborating online, editing webpages and images, converting file formats, organizing meetings, and more. The tools are intended to be helpful for students and teachers in developing projects, assessments and resources.
This document discusses how libraries can respond to changes in technology and customer engagement. It suggests that libraries should embrace a digital presence and focus on customer experience. Libraries need community managers, digital branch managers and other roles to engage patrons both inside and outside the library. The document provides examples of libraries interacting with patrons through social media, focus groups and visiting where patrons gather online. It emphasizes designing services around customers and improving customer journeys. Libraries should also gauge staff readiness for change and find champions to help lead transformations.
The document provides advice for building teams to design holistic experiences across all touchpoints and channels. It recommends expanding one's perspective, creating a compelling vision, clearing obstacles, and starting with small wins to iteratively improve experiences. The overall message is that experiences must be designed holistically rather than focusing on individual digital or physical elements.
This document provides an overview of Arduino, an open-source electronics prototyping platform. It introduces (1) the Arduino Uno board and its features, including a microcontroller, digital and analog pins for input/output, and connections for power and communication; (2) Arduino programming using the C/C++ based IDE to write sketches with setup() and loop() functions; and (3) examples of Arduino projects and where to purchase Arduino boards and components.
Apresentação feita na UCAM - Campos com o objetivo de mostrar as idéias de BDD e algumas ferramentas pra aplicar tal metodologia.
The document discusses the need for ubiquitous and holistic information architecture across channels to create integrated experiences for users. It notes that information is blurring the lines between digital and physical experiences, and that users expect consistency as they transition between platforms. To meet these expectations, information architecture must be designed holistically rather than by channel, and must focus on the overall user journey rather than individual touchpoints. Bridges between experiences like on-ramps and off-ramps are needed to make information architecture truly integrated.
This document discusses redesigning public services like libraries for the 21st century. It notes that libraries now face more competition and must improve the user experience. It suggests three paths for the user experience: structural changes like ease of use, a community experience through participation and conversation, and understanding the customer journey. It recommends libraries listen to users, improve small things, meet users where they are, make the library a destination, focus on interaction and staff, and find champions to help change focus.
With the mobile.infobroker.de Web-App 1.2 ordering of international company data and company reports has never been so easy. Use your SmartPhone for fast navigation through the App. Ordering is done in 3 steps. Activate the order-form by credit card or PayPal. Place your order and retrieve the data by e-mail. About infobroker.de: German based information professional since 1991. Serving international company data profiles, trademark searches, trademark monitoring and market data research.
The document discusses the importance of integrating technology into the classroom. It argues that technology skills will be necessary for students' future careers and lives, and that teachers who do not incorporate technology may become replaced by those who do. Additionally, it highlights how technology can help develop students' creativity, critical thinking, communication and other 21st century skills to better prepare them for college and future jobs.
This document summarizes a presentation about applying lessons from Web 2.0 to businesses. It discusses why Web 2.0 works through participation, filtering and vanity. It outlines lessons learned like involving IT, legal and security early and treating users as customers. It also discusses the impact of connectivity on individuals and organizations as well as the future direction of connecting people. The document provides context for a discussion on how businesses can better connect with customers and employees through Web 2.0 principles.
This document discusses the emergence of the personal platform in 2010, as mobile devices, wireless speeds, screens, cameras, augmented reality, and wearable displays advance. It notes that by the 2000s, all the components for the next computing platform existed, and 2010 will bring "jedi computing" as these technologies converge. The personal platform will allow for always-on connectivity, enhanced access to information, hyper-social connectivity, and the ability to see multiple perspectives and capture rich digital histories. The conclusion asks what each person's personal platform will be like.
The document discusses that the value of technology is not just about apps, but how people configure platforms and connect them together in new ways to solve specific problems. It notes that niche user groups can deliver more value than mass production models. Structuring configurations can help with re-use while still allowing for expression. The most important things are learning from each other and sharing stories of both success and failure.
The document discusses using QR codes in libraries to provide mobile access to digital content and information. QR codes can link physical materials like books, signs, exhibits to webpages, videos, surveys and more using a smartphone reader. Examples include codes for readers' advisory, reference help, instruction and marketing library resources to patrons on the go. QR codes allow libraries to connect physical and digital experiences.
This document discusses embracing failure in the library setting. It presents a process for trying new programs, setting goals and evaluation points, then learning from the results. This includes choosing a program, establishing goals and metrics for success or failure, implementing it, evaluating outcomes, and determining how to move forward by applying lessons learned. The overall message is that libraries should experiment often, accept that some efforts may fail, and use failure as an opportunity to improve future initiatives.
The document summarizes the evolution of web design from the early 1990s to the present day. It discusses how technical factors like improved code, browsers, devices and access have enabled the rise of responsive design. The key stages discussed are the World Wide Web era from 1992-1996, the dot-com boom from 1997-2001, the era of web standards from 2002-2007, and the modern era from 2008 onward. It emphasizes how current design approaches like responsive design have emerged from the confluence of technical capabilities and shifts in how people access the web from any device.
The document is about the Arduino, an open-source electronics prototyping platform. It provides an overview of the Arduino hardware, including the Uno, Nano and LilyPad models. It describes the Arduino IDE and programming language, and shows examples of projects like using an accelerometer and building an Arducopter drone. The document encourages people to come up with their own ideas for Arduino projects and notes that Arduino is simple to use.
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.
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.
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.
People centered design for Artificial Intelligence. Presentation for "AI and Machine Learning World', London Tech Week 2017.
Presentation for eTail West 2013. Includes 6 key omnichannel attributes and 6 ways to start designing for omnichannel today.
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 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.
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.
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.
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.
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A book on strategy design.
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A Green City is an urban area that prioritizes sustainability in its development, operation, and maintenance.
This comprehensive PDF explores the definition and fundamental core of housing neighborhoods, tracing the evolution of housing from prehistoric times 2.5 million years ago to the early 19th century Industrial Revolution. It delves into the various stages of housing development, highlighting key innovations, cultural influences, and technological advancements that shaped the way humans have built and inhabited homes throughout history. This document serves as an essential resource for understanding the dynamic history of human habitation and the ongoing transformation of housing neighborhoods.
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This PowerPoint presentation demonstrates my beginner skills in creating product showcases. It provides an overview of a specific product, showing my ability to gather key information and present it clearly. The presentation highlights my efforts to organize content logically and use basic visual aids effectively.
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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.