pre, post, + parallel expriences: keys to understanding your customers’ holistic experience
DESCRIPTION
Building out an innovation lab for design ideation and exploration is an undertaking. Getting the right tools, supplies, physical space and materials for inspiration to support culture and empower your design dream-teams can take much time and resources – but that’s only the beginning. Frameworks and processes are cornerstones to effectively execute and churn out big ideas. In this talk, I’ll propose a framework for understanding our customers' hearts and minds that extends beyond the engagement with our organizations. Understanding these points can give you the ability to outthink, anticipate, and innovate on demands before even your customers know they have them.TRANSCRIPT
wisdom + craft
1
ExperiencesPre Post
+ Parallel
Keys To Understanding Your Customers’ Holistic Experience
@chrispalle @wisdomandcraft
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Intro
Private and Confidential3
human-centricity
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Innovation Lab Dreams
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Innovation Lab Realities
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Strategy
pictures of labs/think tanks/war rooms
Protected/Guarded
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Frameworks
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Unhappy Designers
Boundaries with perceived limitations
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The Holistic Experience
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?
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Holistic UX design starts with exploring and understanding user journeys in the larger ecosystem, and then works from back to the front, building a solid foundation in the
platform layer before developing any user interface.
Christian Crumlish @mediajunkie
http://www.slideshare.net/xian/holistic-ux-designing-ubiquitous-multidevice-experiences
IA Summit 2014
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If there isn’t a corresponding infrastructure to take action on a holistic design solution, the work may be in vain—or, at
least, significantly delayed.
Christian Rohrer, PhD
UXMatters.com 2011
http://www.uxmatters.com/mt/archives/2011/01/barriers-to-holistic-design-solutions.php#sthash.2Eg71CnM.dpuf
@ChristianRohrer
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To make the best experience possible, we need to understand how the inputs change over time.
Justin Maxwell BayCHI February 2011
https://speakerdeck.com/303/11
@303
http://www.baychi.org/calendar/20110208/
…we can strategically monitor all the inputs and continually refine and influence the quality of our
responses to those inputs.
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The Holistic Experience
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Group Exercise
Think about a major decision you made recently.
How did you decide or come to an awareness that there was problem that required a decision?
What did you do to try to solve – what steps did you take?
From the options you uncovered, how did you decide what to do?
What were the attributes and how did you evaluate them to get to your conclusive decision?
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Now, You’re The Solution Provider
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Engaged
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Most Aware
Least Aware
Engaged
Problem?
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Most Aware
Least Aware
Engaged
Pre POST
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Most Control
Least Control
Most Aware
Least Aware
Engaged
Pre POST
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Most Control
Least Control
Most Aware
Least Aware Pre
Parallel
Engaged
POST
wisdom + craft
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Application
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Most Control
Least Control
Most Aware
Least Aware Pre
Parallel
Engaged
POST
Problem?Listening Mechanisms™
Front Door continuous Optimization
Behavioral Attribution
Finding Next Innovation
Surprise + Delight
Sending + Receiving
Signals
What Went Wrong?
