1 Billion People

/Are connected via

social media

17

UX Professionals Offer

ListeningCollaboration

Learning about usersIdentifying experience improvements

User Engagement

Understand

Refine Design

AwarenessAwareness

User Engagement Installation

Installation

Troubleshooting

Troubleshooting

LearningLearning

Acquisition

Acquisition

Configuration

Configuration

RemovingRemoving

UsingUsing

Engaging with Twitter

@customer I am frustrated with ProductX is bad. It shouldn’t be so hard to do TaskY.

@customer Thanks. That is helpful. But, I still think the feature could be easier to use.

@support Sorry you are having problems. Have you seen the tips at http://t.co.abcdefg ?

@support I’d love to hear your ideas. Please DM me so we can chat more.

Social engagement is part of the experience

9

Prototype

“Feature Enhancement”

Company + Author

Prototype

Author

Product Enhanced

Business Unit

“Feature Released”

Socially Driven Design ™

Socially driven design enables you to engage with users on an ongoing basis

Relationships enable better participation by users in the

design process

Socially Driven Design provides faster feedback

Real-time data not days or weeks later

Socially Driven Design is Agile

Continual conversation shortens feedback cycles

Social Media enables global Participatory Design

#UPA2012

Events:CXPA Inaugural Conference October 19-20, 2011UPA International 2012 Conference June 4-8, 2012

Top Tasks: - Identify and refine search keywords - Monitor social media mentions - Create socially driven UX methods

Recent Tweets: Mocking up a socially enhanced persona to share at #upa2012. This is kind of cool. #ux

RT @KnowledgeBishop Most will say it can’t be done: Prove them wrong. #BeTheOne

Wondering why so many brands have a social presence but don’t respond to their customers questions. #cx #ux

- Employed at Symantec - 20 years experience in UX/Usability - MS Applied Psychology - Advanced Radian6 user

Groups:

ErlingDigital Strategist

“I want to create experiences that delight people”

Top Connections:

Social breaks silos

Align culture around great experience

More than Marketing

Deliver an experience

Get Started

Partner with a few key social leaders in your company

Reach out to socially active customers

Let’s continue the Discussion: Twitter: @XDstrategy Email: erling_amundson@symantec.com

Thanks to Alan Galindez for visual design assistance. Some images from stock.xchng at www.sxc.hu.