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J Boye Master Class #iwdk - Laura Vilsbaek - Design Thinking Applied to Digital Business Development
1. J. Boye
Digital Business Development Masterclass
#iwdk16
www.lauravilsbaek.dk
kontakt@lauravilsbaek.dk
@lauravilsbaek
Photo: Micky Wiswedel
DESIGN & DIGITAL
SITTIN’ IN ATREE
2. 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
3. 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
6. “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
14. 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
17. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
It’s all about actions and actual user experience
THE USER JOURNEY
18. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
Remembering entire sequences: Before, during and efter
19. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
Identifying touch points
20. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
Identifying hassles
21. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
Identifying peak + end
22. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
Identifying your baseline
23. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
Identifying moments of loyalty
24. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
Identifying ambassadors
25. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
…involving new users…
42. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
Source: https://youtu.be/1C07vGoqzbg
43. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
SERVICE ANTICIPATION GAP
Baseline: Users’ needs and expectations
Peak: Differentiating experiences
45. J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
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