a user centred crm

A user centred CRM

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Technology & functionality won’t solve it all


You don’t want this

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Usability-UX-UI-User Centred Design

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Usability

“The extend to which a product can be used by specific users to achieve specified goals

with effectiveness, efficiency and satisfaction in a specified context of

use”

-ISO 9241-11-


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User experience

How a person feels when they interact with:your productyour website

your applicationyour business

The emotional connection to the task


UX UI+How should it look like?

What should it be?How should it work?

User-centred design (UCD)


UX Principles

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Mobile FirstFocus on primary tasks

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Test Test Test


Dare to kill your darlings

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Build – Measure -Learn

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How does it work?

Question/Need identification

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“Why are we asked to create?”

First identify the need to fillWhat are users/customers really looking for?How does your current offering answer to this

need?Identify the business goals

Technical, time & budget constraints


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User requirementsWho are the users?

What are their goals? What are their tools?

Where do they use the product?



User Observations

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Workshops & Brainstorms

Interactive, guided discussions about specific topics with specific participants


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Task hierarchyOrders tasks and subtasks and distinguishes primary tasks from secundary tasks


From “A Stranger’s long neck” by Gerry

Mc Govern


Key tasks

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From workflows to UI-flows

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Internal & Customer facing applications


Wireframes

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WIP

ROI of UX

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Reduce development time

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User Acceptance, projects fail without happy users.

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70%Of projects fail due to lack of user accept-

ance


Lower support calls/ trainingcosts

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Enlarge user efficiency

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a user centred crm

Software