ºÝºÝߣshows by User: lafranec / http://www.slideshare.net/images/logo.gif ºÝºÝߣshows by User: lafranec / Tue, 06 Oct 2015 23:17:02 GMT ºÝºÝߣShare feed for ºÝºÝߣshows by User: lafranec Améliorez le focus et l'adoption de votre innovation avec les 'switchers' https://fr.slideshare.net/slideshow/amliorez-le-focus-et-ladoption-de-votre-innovation-avec-les-switchers/53622531 partechshaker-switchers-christianlafrance-151006231702-lva1-app6891
Adoption of innovations depends on their ability to persuade people to ‘switch’. Customers don’t just buy a product — they switch from something else. Christian will introduce a simple framework and a quick customer interview technique to help product managers, designers and innovators better leverage the few drivers and blockers that drive sales and churn. It will help you improve the odds customers ‘switch’ your way. You will learn: To improve product definition by reframing your competition and requirements through the lens of the customer. The 4 forces of progress that drive or block people to switch from one product to another: Push, Pull, Anxiety and Habit. By prioritising feature definition on these forces, you can increase the odds that the switch goes your way. A practical interview technique to uncover these forces and the few important factors that drive customer purchase decisions, insights that most companies never bother to dig up.]]>
Adoption of innovations depends on their ability to persuade people to ‘switch’. Customers don’t just buy a product — they switch from something else. Christian will introduce a simple framework and a quick customer interview technique to help product managers, designers and innovators better leverage the few drivers and blockers that drive sales and churn. It will help you improve the odds customers ‘switch’ your way. You will learn: To improve product definition by reframing your competition and requirements through the lens of the customer. The 4 forces of progress that drive or block people to switch from one product to another: Push, Pull, Anxiety and Habit. By prioritising feature definition on these forces, you can increase the odds that the switch goes your way. A practical interview technique to uncover these forces and the few important factors that drive customer purchase decisions, insights that most companies never bother to dig up.]]> Tue, 06 Oct 2015 23:17:02 GMT https://fr.slideshare.net/slideshow/amliorez-le-focus-et-ladoption-de-votre-innovation-avec-les-switchers/53622531 lafranec@slideshare.net(lafranec) Améliorez le focus et l'adoption de votre innovation avec les 'switchers' lafranec Adoption of innovations depends on their ability to persuade people to ‘switch’. Customers don’t just buy a product — they switch from something else. Christian will introduce a simple framework and a quick customer interview technique to help product managers, designers and innovators better leverage the few drivers and blockers that drive sales and churn. It will help you improve the odds customers ‘switch’ your way. You will learn: To improve product definition by reframing your competition and requirements through the lens of the customer. The 4 forces of progress that drive or block people to switch from one product to another: Push, Pull, Anxiety and Habit. By prioritising feature definition on these forces, you can increase the odds that the switch goes your way. A practical interview technique to uncover these forces and the few important factors that drive customer purchase decisions, insights that most companies never bother to dig up. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/partechshaker-switchers-christianlafrance-151006231702-lva1-app6891-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Adoption of innovations depends on their ability to persuade people to ‘switch’. Customers don’t just buy a product — they switch from something else. Christian will introduce a simple framework and a quick customer interview technique to help product managers, designers and innovators better leverage the few drivers and blockers that drive sales and churn. It will help you improve the odds customers ‘switch’ your way. You will learn: To improve product definition by reframing your competition and requirements through the lens of the customer. The 4 forces of progress that drive or block people to switch from one product to another: Push, Pull, Anxiety and Habit. By prioritising feature definition on these forces, you can increase the odds that the switch goes your way. A practical interview technique to uncover these forces and the few important factors that drive customer purchase decisions, insights that most companies never bother to dig up.
from Christian Lafrance
]]> 736 117 https://cdn.slidesharecdn.com/ss_thumbnails/partechshaker-switchers-christianlafrance-151006231702-lva1-app6891-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 Switchers: the best customers for CX managers? /slideshow/are-switchers-the-best-customers-for-cx-managers/46831696 christianlafrance-areswitchersthebestcustomersforcxmanagers-150409161432-conversion-gate01
Keynote - Customer Experience Management Forum Sydney 2015 > Understand what customers actually buy > Identify what CX issues lead to churn and what aspects of your CX help drive acquisition > Prioritise CX issues and tradeoffs between CX and the rest of the product mix > Enhance the ROI of CX for your organisation > How ABC Radio redefined its experience for mobile]]>
Keynote - Customer Experience Management Forum Sydney 2015 > Understand what customers actually buy > Identify what CX issues lead to churn and what aspects of your CX help drive acquisition > Prioritise CX issues and tradeoffs between CX and the rest of the product mix > Enhance the ROI of CX for your organisation > How ABC Radio redefined its experience for mobile]]> Thu, 09 Apr 2015 16:14:32 GMT /slideshow/are-switchers-the-best-customers-for-cx-managers/46831696 lafranec@slideshare.net(lafranec) Switchers: the best customers for CX managers? lafranec Keynote - Customer Experience Management Forum Sydney 2015 > Understand what customers actually buy > Identify what CX issues lead to churn and what aspects of your CX help drive acquisition > Prioritise CX issues and tradeoffs between CX and the rest of the product mix > Enhance the ROI of CX for your organisation > How ABC Radio redefined its experience for mobile <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/christianlafrance-areswitchersthebestcustomersforcxmanagers-150409161432-conversion-gate01-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Keynote - Customer Experience Management Forum Sydney 2015 &gt; Understand what customers actually buy &gt; Identify what CX issues lead to churn and what aspects of your CX help drive acquisition &gt; Prioritise CX issues and tradeoffs between CX and the rest of the product mix &gt; Enhance the ROI of CX for your organisation &gt; How ABC Radio redefined its experience for mobile
Switchers: the best customers for CX managers? from Christian Lafrance
]]> 467 1 https://cdn.slidesharecdn.com/ss_thumbnails/christianlafrance-areswitchersthebestcustomersforcxmanagers-150409161432-conversion-gate01-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 Interviewing Switchers: a Reliable Shortcut to Feature Definition & Prioritisation /slideshow/interviewing-switchers-a-reliable-shortcut-to-feature-definition-prioritisation/35372167 christianlafrance-interviewingswitchersareliableshortcuttofeaturedefinitionprioritisation-140602002240-phpapp01
Customers don’t just buy a product — they switch from something else. And customers don’t just leave a product — they switch to something else. It’s in these switching moments that the deepest customer insights can be found and are easiest to uncover. I'll introduce a simple framework and a quick customer interview technique to help product managers better leverage the drivers and blockers that drive sales and churn: You’ll understand why people switch from one product to another and how you can increase the odds that the switch goes your way.]]>
Customers don’t just buy a product — they switch from something else. And customers don’t just leave a product — they switch to something else. It’s in these switching moments that the deepest customer insights can be found and are easiest to uncover. I'll introduce a simple framework and a quick customer interview technique to help product managers better leverage the drivers and blockers that drive sales and churn: You’ll understand why people switch from one product to another and how you can increase the odds that the switch goes your way.]]> Mon, 02 Jun 2014 00:22:40 GMT /slideshow/interviewing-switchers-a-reliable-shortcut-to-feature-definition-prioritisation/35372167 lafranec@slideshare.net(lafranec) Interviewing Switchers: a Reliable Shortcut to Feature Definition & Prioritisation lafranec Customers don’t just buy a product — they switch from something else. And customers don’t just leave a product — they switch to something else. It’s in these switching moments that the deepest customer insights can be found and are easiest to uncover. I'll introduce a simple framework and a quick customer interview technique to help product managers better leverage the drivers and blockers that drive sales and churn: You’ll understand why people switch from one product to another and how you can increase the odds that the switch goes your way. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/christianlafrance-interviewingswitchersareliableshortcuttofeaturedefinitionprioritisation-140602002240-phpapp01-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Customers don’t just buy a product — they switch from something else. And customers don’t just leave a product — they switch to something else. It’s in these switching moments that the deepest customer insights can be found and are easiest to uncover. I&#39;ll introduce a simple framework and a quick customer interview technique to help product managers better leverage the drivers and blockers that drive sales and churn: You’ll understand why people switch from one product to another and how you can increase the odds that the switch goes your way.
Interviewing Switchers: a Reliable Shortcut to Feature Definition & Prioritisation from Christian Lafrance
]]> 1822 5 https://cdn.slidesharecdn.com/ss_thumbnails/christianlafrance-interviewingswitchersareliableshortcuttofeaturedefinitionprioritisation-140602002240-phpapp01-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 What 'Milkshakes' and 'Jobs-To-Be-Done' can teach UX (UX New Zealand 2013) /slideshow/what-milkshakes-and-jobs-tobedone-can-teach-ux-v11/31416786 whatmilkshakesandjobs-to-be-donecanteachuxv1-140219214017-phpapp02
The marketers and product managers have caught up. Suddenly they’re interested in embedding customer needs into their products and services through the Jobs To Be Done (JTBD) approach. Good news: JTBD aligns really well with UCD philosophy and can actually enhance our UX practice and effectiveness. Bad news: there’s a lot being written about it, but very little from a UX perspective. In this presentation we’ll try and fix this. We’ll explain how we’re applying it at the Australian Broadcasting Corporation, share our our war stories and (hopefully) accelerate your learning. This talk is for people who want to move their UX practice upstream to ensure that product and service decisions are guided by customer insight. In it we’ll show how JTBD’s rigorous qualitative and quantitative approach can embed customer empathy in product and service roadmaps. And, how framing UX practice through a JTBD lens can make marketing and product managers our strongest allies. http://uxnewzealand.co.nz/uxnz-2013/milkshakes-jobs-to-be-done/]]>
The marketers and product managers have caught up. Suddenly they’re interested in embedding customer needs into their products and services through the Jobs To Be Done (JTBD) approach. Good news: JTBD aligns really well with UCD philosophy and can actually enhance our UX practice and effectiveness. Bad news: there’s a lot being written about it, but very little from a UX perspective. In this presentation we’ll try and fix this. We’ll explain how we’re applying it at the Australian Broadcasting Corporation, share our our war stories and (hopefully) accelerate your learning. This talk is for people who want to move their UX practice upstream to ensure that product and service decisions are guided by customer insight. In it we’ll show how JTBD’s rigorous qualitative and quantitative approach can embed customer empathy in product and service roadmaps. And, how framing UX practice through a JTBD lens can make marketing and product managers our strongest allies. http://uxnewzealand.co.nz/uxnz-2013/milkshakes-jobs-to-be-done/]]> Wed, 19 Feb 2014 21:40:17 GMT /slideshow/what-milkshakes-and-jobs-tobedone-can-teach-ux-v11/31416786 lafranec@slideshare.net(lafranec) What 'Milkshakes' and 'Jobs-To-Be-Done' can teach UX (UX New Zealand 2013) lafranec The marketers and product managers have caught up. Suddenly they’re interested in embedding customer needs into their products and services through the Jobs To Be Done (JTBD) approach. Good news: JTBD aligns really well with UCD philosophy and can actually enhance our UX practice and effectiveness. Bad news: there’s a lot being written about it, but very little from a UX perspective. In this presentation we’ll try and fix this. We’ll explain how we’re applying it at the Australian Broadcasting Corporation, share our our war stories and (hopefully) accelerate your learning. This talk is for people who want to move their UX practice upstream to ensure that product and service decisions are guided by customer insight. In it we’ll show how JTBD’s rigorous qualitative and quantitative approach can embed customer empathy in product and service roadmaps. And, how framing UX practice through a JTBD lens can make marketing and product managers our strongest allies. http://uxnewzealand.co.nz/uxnz-2013/milkshakes-jobs-to-be-done/ <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/whatmilkshakesandjobs-to-be-donecanteachuxv1-140219214017-phpapp02-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> The marketers and product managers have caught up. Suddenly they’re interested in embedding customer needs into their products and services through the Jobs To Be Done (JTBD) approach. Good news: JTBD aligns really well with UCD philosophy and can actually enhance our UX practice and effectiveness. Bad news: there’s a lot being written about it, but very little from a UX perspective. In this presentation we’ll try and fix this. We’ll explain how we’re applying it at the Australian Broadcasting Corporation, share our our war stories and (hopefully) accelerate your learning. This talk is for people who want to move their UX practice upstream to ensure that product and service decisions are guided by customer insight. In it we’ll show how JTBD’s rigorous qualitative and quantitative approach can embed customer empathy in product and service roadmaps. And, how framing UX practice through a JTBD lens can make marketing and product managers our strongest allies. http://uxnewzealand.co.nz/uxnz-2013/milkshakes-jobs-to-be-done/
What 'Milkshakes' and 'Jobs-To-Be-Done' can teach UX (UX New Zealand 2013) from Christian Lafrance
]]> 4179 12 https://cdn.slidesharecdn.com/ss_thumbnails/whatmilkshakesandjobs-to-be-donecanteachuxv1-140219214017-phpapp02-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 Design and innovation in a commercial world /slideshow/design-and-innovation-in-a-commercial-world-vslideshare/15293423 designandinnovationinacommercialworldvslideshare-121122010750-phpapp01
Lecture for design students at University of Technology of Sydney about communicating design in the commercial world. (originally developed by Anthony Colfelt) ]]>
Lecture for design students at University of Technology of Sydney about communicating design in the commercial world. (originally developed by Anthony Colfelt) ]]> Thu, 22 Nov 2012 01:07:50 GMT /slideshow/design-and-innovation-in-a-commercial-world-vslideshare/15293423 lafranec@slideshare.net(lafranec) Design and innovation in a commercial world lafranec Lecture for design students at University of Technology of Sydney about communicating design in the commercial world. (originally developed by Anthony Colfelt) <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/designandinnovationinacommercialworldvslideshare-121122010750-phpapp01-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Lecture for design students at University of Technology of Sydney about communicating design in the commercial world. (originally developed by Anthony Colfelt)
Design and innovation in a commercial world from Christian Lafrance
]]> 384 2 https://cdn.slidesharecdn.com/ss_thumbnails/designandinnovationinacommercialworldvslideshare-121122010750-phpapp01-thumbnail.jpg?width=120&height=120&fit=bounds presentation White http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 User centric change management /slideshow/user-centric-change-management/15252911 usercentricchangemanagement-121119150248-phpapp01
Ever wondered if and how service design techniques could be applied to change management? This presentation at the Service Design Global Conference 2012 in Paris will show how research, co-design and immersive testing techniques with stakeholders and users can mitigate the risk of rejection and the cost of change failure. I shared the successes (and failures!) in the approaches they used in recent change management projects. I also proposed a framework for user centric change management to provide robust and replicable practices and tools to support effective change. Refer to notes as the slides are just headlines. ]]>
Ever wondered if and how service design techniques could be applied to change management? This presentation at the Service Design Global Conference 2012 in Paris will show how research, co-design and immersive testing techniques with stakeholders and users can mitigate the risk of rejection and the cost of change failure. I shared the successes (and failures!) in the approaches they used in recent change management projects. I also proposed a framework for user centric change management to provide robust and replicable practices and tools to support effective change. Refer to notes as the slides are just headlines. ]]> Mon, 19 Nov 2012 15:02:45 GMT /slideshow/user-centric-change-management/15252911 lafranec@slideshare.net(lafranec) User centric change management lafranec Ever wondered if and how service design techniques could be applied to change management? This presentation at the Service Design Global Conference 2012 in Paris will show how research, co-design and immersive testing techniques with stakeholders and users can mitigate the risk of rejection and the cost of change failure. I shared the successes (and failures!) in the approaches they used in recent change management projects. I also proposed a framework for user centric change management to provide robust and replicable practices and tools to support effective change. Refer to notes as the slides are just headlines. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/usercentricchangemanagement-121119150248-phpapp01-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Ever wondered if and how service design techniques could be applied to change management? This presentation at the Service Design Global Conference 2012 in Paris will show how research, co-design and immersive testing techniques with stakeholders and users can mitigate the risk of rejection and the cost of change failure. I shared the successes (and failures!) in the approaches they used in recent change management projects. I also proposed a framework for user centric change management to provide robust and replicable practices and tools to support effective change. Refer to notes as the slides are just headlines.
User centric change management from Christian Lafrance
]]> 4529 5 https://cdn.slidesharecdn.com/ss_thumbnails/usercentricchangemanagement-121119150248-phpapp01-thumbnail.jpg?width=120&height=120&fit=bounds presentation White http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 Intro to the 7 essentials of customer experience /slideshow/intro-of-the-7-essentials-of-customer-experience/12912674 2011-08designthinkingdrink-120513070804-phpapp02
ºÝºÝߣs from my talk with @colfelt at design thinking drinks in November 2011 about 7 heuristics for good customer experience]]>
ºÝºÝߣs from my talk with @colfelt at design thinking drinks in November 2011 about 7 heuristics for good customer experience]]> Sun, 13 May 2012 07:08:03 GMT /slideshow/intro-of-the-7-essentials-of-customer-experience/12912674 lafranec@slideshare.net(lafranec) Intro to the 7 essentials of customer experience lafranec ºÝºÝߣs from my talk with @colfelt at design thinking drinks in November 2011 about 7 heuristics for good customer experience <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/2011-08designthinkingdrink-120513070804-phpapp02-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> ºÝºÝߣs from my talk with @colfelt at design thinking drinks in November 2011 about 7 heuristics for good customer experience
Intro to the 7 essentials of customer experience from Christian Lafrance
]]> 568 9 https://cdn.slidesharecdn.com/ss_thumbnails/2011-08designthinkingdrink-120513070804-phpapp02-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 https://cdn.slidesharecdn.com/profile-photo-lafranec-48x48.jpg?cb=1522835580 https://cdn.slidesharecdn.com/ss_thumbnails/partechshaker-switchers-christianlafrance-151006231702-lva1-app6891-thumbnail.jpg?width=320&height=320&fit=bounds slideshow/amliorez-le-focus-et-ladoption-de-votre-innovation-avec-les-switchers/53622531 Améliorez le focus et ... https://cdn.slidesharecdn.com/ss_thumbnails/christianlafrance-areswitchersthebestcustomersforcxmanagers-150409161432-conversion-gate01-thumbnail.jpg?width=320&height=320&fit=bounds slideshow/are-switchers-the-best-customers-for-cx-managers/46831696 Switchers: the best cu... https://cdn.slidesharecdn.com/ss_thumbnails/christianlafrance-interviewingswitchersareliableshortcuttofeaturedefinitionprioritisation-140602002240-phpapp01-thumbnail.jpg?width=320&height=320&fit=bounds slideshow/interviewing-switchers-a-reliable-shortcut-to-feature-definition-prioritisation/35372167 Interviewing Switchers...