2. UX is my life
Eewei Chen / @ultraman / me@eewei.com
3. SKY+
EPG
ANYTIME
SKY GO
MOBILE WEB
Connect users with the business
Eewei Chen / @ultraman / me@eewei.com
4. âAn experience strategy is that collection of activities
that an organisation chooses to undertake to deliver a
series of interactions which, when taken together,
constitute a product or service offering that is
superior in a meaningful, hard to replicate way; that is
unique, distinct & distinguishable from that available
from a competitor.â
- Steve Batty, VP IxDA
What is a UX Strategy?
Eewei Chen / @ultraman / me@eewei.com
http://techcrunch.com/2012/06/11/apple-announces-ios-6-wwdc/
5. Why do we
need a UX
strategy?
âThe best way to predict the
future is to create it.â
- Peter Drucker
Eewei Chen / @ultraman / me@eewei.com
6. These companies no longer exist
These companies, no one can live without
for now any way :-)
Survival
Eewei Chen / @ultraman / me@eewei.com
7. 1886 1903 1937 1943
Ford Model T Wright brothers 302 Biro
ďŹrst car ďŹrst ďŹight ďŹrst phone ďŹrst non drip pen
1957 1975 1996 2007
Helvetica Xerox star Motorola Startac iPhone
First unobtrusive typeface First GUI ďŹrst mobile phone First true âSmartâ phone
iPod, internet, phone
Impact
Eewei Chen / @ultraman / me@eewei.com
8. too busy (tip: innovation is key to survival)
over analysis
not connected (too far)
Innovation
less risky process,
process,
political Tactical process
quick results comfortable
Optimise and ďŹx
short sighted old tech
Balance
Eewei Chen / @ultraman / me@eewei.com
9. An index of design aware companies outperformed the FTSE All share by over
200% in both bull and bear markets over a 13 year period - Design Council
Value
Eewei Chen / @ultraman / me@eewei.com
10. Hopes, Fears, RAIDs
User behaviours Value map
(incl. Competitors)
and needs
Business purpose and needs
join a bunch of activities to
create great stuff to
survive* Interactions and journeys
Validate
Prioritise Business model Elevator pitch
Build team
Connection
*improve or differentiate against
Eewei Chen / @ultraman / me@eewei.com
11. ⢠Ensure survival
⢠Make an impact
⢠Balance innovation and tactics
⢠Build a valuable business
⢠Connect the dots
Measurable results!
Why do we need a UX strategy?
Eewei Chen / @ultraman / me@eewei.com
12. Problems, trends &
opportunities
âIf I asked people what they wanted, they
would have said âFaster Horsesâ.â
- Henry Ford
10 Eewei Chen / @ultraman / me@eewei.com
13. Omniture, TeaLeaf, Radian 6, customer surveys, interviews
consistently low
Sky Voice of the Customer report March 2012
Problems
Eewei Chen / @ultraman / me@eewei.com
15. Mobile payments
Mobile advertising
Second screen consumption sentiment analysis
Opportunities
16. Problem
+
Trend
+
Opportunity
=
Success
Formula for success
Eewei Chen / @ultraman / me@eewei.com
17. Founder
Futurist
CXO Business owner
Strategy / Planning
Marketing
Producer Customer insight Director of design
UX Design
Creative Director Graphic Design
Development
Operations UX Lead
Design team lead Sales
Customer Service
Customer Training
Strategy consultant
Nerd
Brand
HR New business guy
Designer Finance
Step up!
Eewei Chen / @ultraman / me@eewei.com
18. Define the
value
proposition
âEfforts and courage are not enough
without purpose and direction.â
- John F. Kennedy
15 Eewei Chen / @ultraman / me@eewei.com
20. ⢠Why? Write a sentence that describes your purpose.
⢠How? Match your purpose with design principles.
⢠What? Sell them products and services they will fall in love with.
http://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action.html
Purpose
Eewei Chen / @ultraman / me@eewei.com
21. ⢠Focus on main customer behaviour & need
⢠Highlight an important beneďŹt
⢠Describe how you are different or better than a competitor (USP)
Sum it up
Eewei Chen / @ultraman / me@eewei.com
22. Better or Different.
Funny!
Shocking !!!
Accepted
Not Funny.
⢠Conduct market research and competitor analysis (e.g. SWOT).
⢠Select 2 important features and map your brand against competitors.
⢠Decide to improve or differentiate.
http://www.slideshare.net/dmc500hats/how-to-pitch-a-vc-or-angel
Competitor advantage
Eewei Chen / @ultraman / me@eewei.com
23. ⢠Match (relationship, channels) value proposition to customer needs
⢠Identify key people, activities and partners
⢠Balancing cost and ROI
http://www.businessmodelgeneration.com/canvas
Business model
Eewei Chen / @ultraman / me@eewei.com
25. ⢠Street interviews and focus groups for early insight
⢠Brainstorming using empathy maps to drive out features
⢠Personas to compare customer segments
Empathy maps: http://www.gogamestorm.com/?p=42
The customer
Eewei Chen / @ultraman / me@eewei.com
26. ⢠Customer behaviours & needs
⢠Functionality with most impact.
⢠Prepare to story map
Empathy maps: http://www.gogamestorm.com/?p=42
The journey
Eewei Chen / @ultraman / me@eewei.com
27. ⢠HTML prototype
⢠Recruit 200 online participants
⢠3 remote RITE sessions over 1 week
⢠Instant results + quick analysis
⢠Cost effective. Good enough to build!
Validation
Eewei Chen / @ultraman / me@eewei.com
28. Build the
right things
âIf I canât picture it, I canât understand it.â
- Albert Einstein
Eewei Chen / @ultraman / me@eewei.com
29. ⢠Team roles & responsibilities
⢠Objectives and user stories
⢠Road map for budget approval
Plan
Eewei Chen / @ultraman / me@eewei.com
30. TV Mobile web
Billboards Direct marketing Other?
⢠Marketing strategy plan and timings
⢠Let them know what you need
⢠Consistent tone of voice and brand messaging
Empathy maps: http://www.gogamestorm.com/?p=42
Market
Eewei Chen / @ultraman / me@eewei.com
31. ⢠Be very choosy. Ask for volunteers. Empower excellence!
⢠Get people to clarify and deďŹne roles and responsibilities.
⢠When to work in âpairsâ and co-locate if needed (Agile, Lean)
Team
Eewei Chen / @ultraman / me@eewei.com
32. Remember
technology!
⢠âHopes and Fearsâ (success and failure)
⢠Risks, Assumptions, Issues and Dependencies. Answer unknowns!
⢠Features against spend, ROI, KPIs met
Empathy maps: http://www.gogamestorm.com/?p=42
Vision
Eewei Chen / @ultraman / me@eewei.com
33. innovative = early adoption (new prospects)
useful = canât live without it (stickiness)
aesthetic = love it (customer satisfaction)
understandable = easy to use (complaints)
unobtrusive = expressive (personalisation)
honest = trust (cross sell)
long lasting = timeless (less updating)
thorough = all they need (pref. over competitor)
environmentally friendly = ďŹts lifestyle (use all the time)
as little design as possible = uncluttered (speed)
606 Universal Shelving System, 1960, by Dieter Rams for VitsĹ
http://www.vitsoe.com/en/gb/about/dieterrams/gooddesign
Principles
Eewei Chen / @ultraman / me@eewei.com
36. ⢠Group user stories under epics (remember customer journeys?)
⢠Prioritise on KPI impact, cost and dependencies (MoSCoW).
⢠âThin sliceâ to ensure holistic joined up journey for Release 1
Story Map
Eewei Chen / @ultraman / me@eewei.com
38. ⢠Keep it lean and prepare to fail fast
⢠Track data and split test (cohort analysis)
⢠Learn from the results to make improvements
⢠Keep doing this!
Build, measure, learn
Eewei Chen / @ultraman / me@eewei.com
39. Learn, measure, & improve
âThe unexamined life is not worth living.â - Socrates
50 Eewei Chen / @ultraman / me@eewei.com
40. ⢠Get UX strategy in to business and delivery processes
⢠Be part of the RACI (rules of engagement)
⢠Set up a design authority
Facilitate
Eewei Chen / @ultraman / me@eewei.com
41. ⢠Give expert talks
⢠Facilitate creative workshops
⢠Mentor teams
Evangelise
Eewei Chen / @ultraman / me@eewei.com
42. Innovation
Innovation
Tactical
Projects Tactical projects
Optimisation and ďŹxes Optimisation and ďŹxes
*Innovation needs to be practical
Improve
Eewei Chen / @ultraman / me@eewei.com
43. The Association for Managers of Innovation
studied why corporate innovation champions
struggle to survive.! The study looked at what
actions and behaviours put these managers at
risk in their efforts to evangelise.! Of the 15
innovation champions in the study, 10 left their
organisations and became consultants, 4 joined
smaller or start-up companies, and 1 retired.
None returned to a Fortune 500 company.!
Most of the consultants* have as their clients
Fortune 500 companies and, in some cases,
their former employers.
*consultant is not a âdirtyâ word any more!
OK to get âďŹredâ
Innovation subversives donât all ďŹt
Eewei Chen / @ultraman / me@eewei.com
44. customer
customer
customer
customer
customer
customer
customer
⢠Start small ďŹres that make a difference in a big way. OK to fail.
⢠Persevere past early stage adoption till it becomes second nature.
⢠Pivot when it starts feeling out of date and make it more relevant.
Believe
Eewei Chen / @ultraman / me@eewei.com
45. Testimonials*
âIdeas look great and are really well thought out. I love the way
Agile principles are referenced throughout. Powerful and
insightful.â - Jonathan Rassmussen, The Agile Samurai
âI canât see why anybody wouldnât ďŹnd all these ingredients
useful. Some real gems here.â - Julien Fourgeaud, New product
wizard, Rovio
âEewei is always scribbling ideas on what ever he can get his
hands on including napkins, beer mats and even his hand! It is
about time these concepts saw the light of day. Awesome,
awesome, awesome.â - Darius Kumana, Principal,
ThoughtWorks UK
http://pragprog.com/
Q&A 25% discount code: PragProgEeweiChen101
Valid after August 3 2012
Thanks
Eewei Chen / @ultraman / me@eewei.com
46. 1. WHY DO WE NEED A UX STRATEGY? 5. BUILD RIGHT THINGS
⢠Who will survive? ⢠Plan
⢠Tactical is not good enough ⢠Brand, Marketing & Advertising
⢠Good design deďŹnes history ⢠The A-Team
⢠Use good design to improve business ⢠Clarify the vision
⢠What is a UX Strategy? ⢠Design principles
⢠Wireframes
2. UNCOVER PROBLEMS & OPPORTUNITIES ⢠Design guidelines
⢠Story Map
⢠Problems ⢠Build, measure and learn
⢠Opportunities
⢠Innovate 6. GET MORE TO DO MORE
⢠Gain respect ⢠Build up enough momentum
⢠10 commandments
3. DEFINE THE VALUE PROPOSITION
7. LEARN, MEASURE & IMPROVE
⢠Golden Circles
⢠Elevator pitch and Statement ⢠Facilitate Change
⢠Value Map ⢠Evangelise the strategy
⢠Business Model Canvas ⢠Keep improving
⢠Donât be afraid to get ďŹred
4. UNDERSTAND THE CUSTOMER EXPERIENCE ⢠Donât stop believing
⢠Interviews, focus groups, empathy maps and personas
⢠Customer Journey Map 8. Q&A
⢠Early usability testing
Eewei Chen / @ultraman / me@eewei.com