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J. Boye 

Digital Business Development Masterclass
#iwdk16
www.lauravilsbaek.dk

kontakt@lauravilsbaek.dk
@lauravilsbaek
Photo: Micky Wiswedel
DESIGN & DIGITAL
SITTIN’ IN ATREE
J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
PROGRAMME
1. About me
2. DesignThinking
3. DesignThinking tools
4. DesignThinking applied to Digital
5. K-I-S-S-I-N-G
EAAA - Strategiproces for Multimedie og Digital KommunikationLauraVilsbaek - Projektledelse i Praksis - lauravilsbaek.dk
• Digital business development: 

Inspiration, facilitation and process management
• Master of Arts
• Work: Designit, Skybrud.dk, ZUPA Recommended
• Clients: Merial, Goertek, Jyske Bank etc.
• www.lauravilsbaek.dk / @lauravilsbaek
LAURAVILSBAEK
DESIGNTHINKING
INNOVATION
“Design thinking is a human-centered approach to innovation
that draws from the designer's toolkit
to integrate the needs of people,
the possibilities of technology,
and the requirements for business success.”
—Tim Brown, president and CEO, IDEO
Source: ideo.com
INNOVATION
GOOD
FOR BUSINESS
Source: http://www.dmi.org/?page=DesignDrivesValue
GOOD FOR BUSINESS
IT’S NOT ABOUT
THE DESIGNER
IT’S ALL ABOUT PEOPLE
DESIGNTHINKING
TOOLS
Source: http://dschool.stanford.edu/redesigningtheater/the-design-thinking-process/
THE DESIGN PROCESS
THE DESIGN PROCESS
• Understand your users
• Users are not rational
• Users are emotional
• Users are not like you
• Users are everything like you
• Users are people
UNDERSTANDING
USERS
THE USER JOURNEY
J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
It’s all about actions and actual user experience
THE USER JOURNEY
J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
Remembering entire sequences: Before, during and efter
J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
Identifying touch points
J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
Identifying hassles
J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
Identifying peak + end
J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
Identifying your baseline
J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
Identifying moments of loyalty
J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
Identifying ambassadors
J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
…involving new users…
THE USER EMPATHY MAP
J Boye Master Class #iwdk - Laura Vilsbaek - Design Thinking Applied to Digital Business Development
J Boye Master Class #iwdk - Laura Vilsbaek - Design Thinking Applied to Digital Business Development
DESIGNTHINKING
APPLIEDTO DIGITAL
DIGITAL IS
ALL ABOUTTHE USER
FOCUS ON
THE ACTUAL EXPERIENCE
J Boye Master Class #iwdk - Laura Vilsbaek - Design Thinking Applied to Digital Business Development
ANY CHANCE OF HELP
FROM DIGITAL
PRODUCTS OR SERVICES?
SERVICE EVIDENCING
J Boye Master Class #iwdk - Laura Vilsbaek - Design Thinking Applied to Digital Business Development
Source: http://trivsel.skybrud.dk/
J Boye Master Class #iwdk - Laura Vilsbaek - Design Thinking Applied to Digital Business Development
J Boye Master Class #iwdk - Laura Vilsbaek - Design Thinking Applied to Digital Business Development
J Boye Master Class #iwdk - Laura Vilsbaek - Design Thinking Applied to Digital Business Development
J Boye Master Class #iwdk - Laura Vilsbaek - Design Thinking Applied to Digital Business Development
BRIDGETHE SERVICE
ANTICIPATION GAP
J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
Source: https://youtu.be/1C07vGoqzbg
J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
SERVICE ANTICIPATION GAP
Baseline: Users’ needs and expectations
Peak: Differentiating experiences
SERVICE BLUEPRINT
J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
Synlighedslinje
Interaktionslinje
Fysisk bevis
Brugeroplevelse
Backstage aktiviteter
Support processer
Frontstage aktiviteter
Photo: Micky Wiswedel
DESIGN & DIGITAL
SITTIN’ IN ATREE
K-I-S-S-I-N-G
kontakt@lauravilsbaek.dk
lauravilsbaek.dk
@lauravilsbaek
THANKS

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J Boye Master Class #iwdk - Laura Vilsbaek - Design Thinking Applied to Digital Business Development