Developing Human Centered UX Strategy
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Keynote presentation by Jason Hobbs from Firma at the UX South Africa Conference held in Johannesburg in May 2016.
Developing Human Centered UX Strategy
- 19. Making features work is a usability thing
- 21. JOINING INFORMATION SEEKING CONTENT SEEKING ADVICE SEEKING MONITORING TRANSACTING NETWORKING ADVOCATING PRODUCT ADDING FEEDING BACK SHARING / DELEGATING CHANNEL MANAGEMENT RELATIONSHIP MANAGEMENT COMMS MANAGEMENT ACCOUNT MANAGEMENT LEAVING
- 23. CONSUMER UPTAKE THROUGH THE LIFECYCLE POWER USER & ADVOCATE EXPLORATION &EXTENDED USE TRIAL & REPEAT FIRST TIME USER ONLINE PLAN BOOK BEFORE YOU FLY AFTER YOUR TRIP Voyager (awards) Save itinerary Specials, tour and packages Create itinerary Hotel Car Book with miles Book with miles Book Seat and meal Self service baggage check in Self service check in Review miles Respond to Voyager specials Redeem Miles Join Voyager Unmanaged business Manage my booking (partial) Manage my booking (Full) Online check in Voyager (upgrade ) Voyager (awards) Dynamic packaging E-ticket Advocacy Miles for friends AT THE AIRPORT
- 24. HOME | ABOUT SAA | DIVISIONS > CHANGE LANGUAGE /REGION << Back to searchSpecials | Packages | Your Mileage | Book a Flight | Book a Car | Book a Hotel LOGIN VOYAGER username Why Voyager? FAQs | Browser Requirements | Policies and Disclaimer | About Security BOOK BEFORE YOU FLY AFTER YOUR TRIP BUSINESS TRAVEL A STAR ALLIANCE MEMBER PLAN SPECIALS & TOURS | DESTINATIONS | ROUTES | SCHEDULES | CAR HIRE | ACCOMMODATION CUSTOMER SERVICES New to us: Why SAA? First time flyer? Primary content area PLAN with Voyager Your mileage: 53 000 > Book with miles > where can I go? > Calculator > Update your details PLAN AN ITINERARY Select a destination: London Tours & packages Care hire Accommodation SEARCH Or Get ideas based on your budget R GO > Have you thought about? Join Voyager | Plan an Itinerary | Ideas based on your budget 1. 2. 3. 3. & 4. 1. First time user 2. Trial and repeat use 3. Exploration & extended use 4. Power user & advocate
- 27. This is all good. We are moving beyond features to experience. Were starting to look at: the spaces between features and the kinds of connections that exist between features and the systems in which they operate (those internal and external to the service provider)
- 34. The irrational (Alan Greenspan)
- 67. Part 1. Features arent experiences Part 2. Relationships Part 3. A framework for human-centered strategy Human-centered design Experience design Strategy The framework
- 68. Part 1. Features arent experiences Part 2. Relationships Part 3. A framework for human-centered strategy Human-centered design Experience design Strategy The framework
- 69. IDEOs model for human-centered design
- 75. Part 1. Features arent experiences Part 2. Relationships Part 3. A framework for human-centered strategy Human-centered design Experience design Strategy The framework
- 81. Marc Hassenzahls Hierarchical Model of Goals (WWH Model)
- 85. Part 1. Features arent experiences Part 2. Relationships Part 3. A framework for human-centered strategy Human-centered design Experience design Strategy The framework
- 91. Richard Rumelt provides what he refers to as the kernel of strategy, a generic underlying structure to any good strategy. The kernel is described as follows: 1. A diagnosis that defines or explains the nature of the challenge; 2. A guiding policy for dealing with the challenge; and 3. Coherent actions designed to carry out the guiding policy.
- 94. Part 1. Features arent experiences Part 2. Relationships Part 3. A framework for human-centered strategy Human-centered design Experience design Strategy The framework
- 95. Value-in-use and the co-creation of value (concepts from the Service Dominant Logic of Marketing)
- 96. 1. The conceptualization of value-in-use requires a deep understanding of the user / customer, their context of use and the broader factors at play in the lives of people (such as society, politics, the marketplace, economics, culture, etc.) 2. By virtue of the co-creation of value the customer and business are always in some kind of relationship and 3. It is a design activity to ensure that the nail delivers on the promise of the business to answer the need of beautifying my home.