2019使用者經驗實務研討 ● 為什麼在企業內部建立UX團隊很難卻很重要 ● 如何從0到1建立團隊 ● 如何協助UX團隊成長

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194 566 68 9 36 985
2019/09/12

2. Copyright ©
/ &
AJA Creative Design / UX Director (2011~)
CyberLink User Experience Design Center / Director (2011)
AVerMedia User Experience Design Center / Manager (2008~2011)
BenQ Lifestyle Design Center / UI Lead (2003~2008)
2010: Best Choice of Computex 2010 Award. COMPUTEX 2010, Taiwan
2008: Interactive Product Experiences Bronze Award. IDEA Award 2008, USA
2008: Communication Design Award. Reddot Design Award 2008, Germany
2006: Communication Design Award. Reddot Design Award 2006, Germany
2006: Too good to be true Award. iF Award 2006, Germany
2006: Design Award. iF China Award 2006, China
2005: . COMPUTEX 2005, Taiwan
2000: . 2000 , Taiwan
2000: , Taiwan
Who is David Chen
UX &

4. Copyright ©
Who is David Chen
“Promote user experience design and
research, and lead the professional
knowledge’s advancement and exchange.”

6. Copyright ©
10 UX
200+
Years of UX
Consultancy &
Design Experience

7. Copyright ©
——
Thinkers,
Innovators,
Problem Solvers.

8. Copyright ©
Technology Banking Insurance
Telecom
Transportation
Healthcare
E-Commerce
Consultant
Government
Our Clients

10. IDEA for Kids

11. IDEA for Kids

12. 2019 - Focus, deepen, & go beyond
01 UX
02 0 1
03 UX y

13. UX - UEC

14. N
c b g
y

15. F

16. UX - UEC

17. UX - UEC

18. UCD
UX - UEC
x

19. UX - UEC

20. UX - UEC

21. UX - UEC

22. UX - UEC

23. UEC = U can Eat all Center
UX - UEC

24. F b

25. UX - UEC

26. F
¼

27. UX - UEC

28. UX - UEC

29. UX - UEC

30. UX - UEC

31. UX - UEC

32. gdp
u

33. UX - UEC

34. UX - UEC

35. UX - UEC

36. UX - UEC

37. o

38. UX - UEC

39. UX - UEC

40. WHY UX
Team Matters
01
2019 - Focus, deepen, & go beyond
UX
32

41. )(( (&0-
UX
e
-0&(,0
Why UX team matters

42. 01
UX 100 x 0.95 59.049
• (NPD Process)
1. New-product strategy development
2. Idea generation
3. Screening and evaluation
4. Business analysis
5. Development
6. Marketing testing
7. Commercialization
100
90
81
72.9
65.61
59.049

43. 01
UX 100 x 0.95 59.049
• UX
•
•
7. Commercialization
UX
1. New-product strategy development
2. Idea generation
3. Screening and evaluation
4. Business analysis
5. Development
6. Marketing testing
7. Commercialization

44. 01
UX 100 x 0.95 59.049
• ( )
• UX
1. New-product strategy development
2. Idea generation
3. Screening and evaluation
4. Business analysis
5. Development
6. Marketing testing
7. Commercialization
Customer
Feedback
Business
Intention

45. 02
UX 100 x 0.95 59.049
•
•
•
UX
https://uxdxconf.com/images/kentico/cfb63ba5-648b-4fed-9ab5-23e520eae21a/uxdx-model.svg

46. /( (
UX
( /(
Why UX team matters

47. 80/20 20% 80%
80/20

48. +2 +1
80/20 20% 80%
80/20
30
30
+80
5+10 5
+7

49. 80/20 20% 80%
80/20
+80
+10
+7
+2 +1

50. UX ROI:
Best practices in design management, shows a 211% return over the S&P 500
https://www.dmi.org/page/2015DVIandOTW

51. 01
UX
•
•
• Investigative design process, Apple 10-3-1 prototyping process
NOW
A
B
C
A-2
B-1
C-1
A-1
B-2
NEXT

52. 02
UX
• 1/6 1/7
•
•
Others
9%
Product
20%
Pricing
20%
Experience
51%
What your old vendor did wrong?
https://econsultancy.com/brands-think-they-provide-great-customer-experience-consumers-disagree/
Retention
cost
Acquisition
cost
6-7x

53. 03
UX
• 80% 20%
• 25%
•
Increase
Up-sell or
Cross-sell
Reduce
Customer
Defection
CLV management

54. 04
UX
• (digital disruption)
•
Buy
Discover
ExploreEngage
Traditional Customer Journey Digital Customer Journey

55. How to build
UX Team
02
2019 - Focus, deepen, & go beyond
40 1

63. ( (
How to build UX team
)
,- ,- ,-

64. ( (
A B
F
How to build UX team

65. 01 UX
A B
•
•
Explore
Possibilities
Improve
Efficiency
/ Quality
UX Maturity
Low
UX Maturity
High
Future
Team
Elite
Team
Transformation
Team
Task Force
Team
Preliminary
Team
Function
Team

66. 02
A B
• ( )
•
One
Team
A1
B
C1
One
Purpose
A2
C2
Multi
disciplinary

67. 02
A B
• ( )
•
One
Team
A1
B
C1
Dep.2
Dep.3
Dep.1
Dep.4
One
Purpose
A2
C2
Multi
disciplinary

68. 03 ( )
A B
•
•
R&D Marketing SalesPM Strategy ….
1 2 3 4 5 6
…. 7
CEO

69. 03 ( )
A B
•
•
• CEO
R&D Marketing SalesPM Strategy Design
….
CEO
Design

70. 04
A B
•
•
• hidden agenda
Brand
Guideline
Technology
Constraints
Resource,
Schedule
Policy
Issues
Value &
Ethics
Cost
Service
Capacity
Acceptable
Design Space

71. 04
A B
•
•
• hidden agenda
Brand
Guideline
Technology
Constraints
Resource,
Schedule
Policy
Issues
Value &
Ethics
Cost
Service
Capacity
Acceptable
Design Space
Hidden
Agenda

72. 05
A B
•
•
• N
A B

73. )
s
x
How to build UX team

74. 01
•
• UX
3 month 1 year 2 year 3 year
Goal ………… ………… ………… …………
Actions
• ……. ………..
• ……….. ………..
• …… ………..
• ……. ………..
• ……….. ………..
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• …… ………..
Resources
✓ ……. ………..
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✓ …… ………..
✓ ……. ………..
✓ ……….. ………..
✓ …… ………..
✓ ……. ………..
✓ ……….. ………..
✓ …… ………..
Risks
……. ………..
……….. ………..
…… ………..
……. ………..
……….. ………..
…… ………..
……. ………..
……….. ………..
…… ………..
……. ………..
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…… ………..

75. 02
• >
•
•
• 1 3
A

76. 03 &
•
•
• NPS
A
Mindset
Process
Tool, Skill

77. 04
•
• 2-3
•
A

78. 05
• (entropy)
•
•
•
A
α
β
γ
α-2
β-1
γ-1
α-1
β-2
NEXT
3Y

79. ,- ,- ,-
N s
How to build UX team

80. 01
right fit.
•
•
•

81. 02
right fit.
• 80%
• 10%
•
45%
45%
10%
10%

82. How to help
team advance
03
2019 - Focus, deepen, & go beyond
UX

85. RD Sales
UX - UEC

86. UX - UEC

87. UX - UEC

88. UX - UEC

89. RD
UX - UEC

90. RD SDK
UX - UEC

91. T RD Sales
UX - UEC

92. RD Make Sales Sell
UX - UEC

93. 2010 ...
UX - UEC

94. 2 % )
How to help team advance
)(( )&()+.-
2 )(

95. 2 % )
b
How to help team advance

96. 01
N-1,
•
•
•

97. 02
N-1,
•
•
• Real problem, real solution
RealReal
Real
Urgent
Strategic
Never
mind
No
worry

98. )(( )&()+.-
N )
n
How to help team advance

99. 01
100 x 1.01365, 1%
•
•
•
•

100. 02
100 x 1.01365, 1%
•
•
•
Project
Goal
Client
Goal
Team
Goal
Individual
Goal

101. 2 )(
How to help team advance

102. 01
N + 10%,
•
•
Perceived
Value
Time
Delivered
Value
Expected Value
Expectation
Gap
Value

103. 02 10%
N + 10%,
•
• 10% 10%
10%
Beyond
Expectation

104. Retro & recap
04
2019 - Focus, deepen, & go beyond
1

105. 21
21

106. y
y
)

107. )

108. )

109. )(( (&0-
e
-0&(,0
Why UX team matters

110. /( (
( /(
Why UX team matters

111. ( (
F
How to build UX team

112. )
s
x
How to build UX team

113. ,- ,- ,-
N s
How to build UX team
45%
45%
10%
10%

114. 2 % )
b
How to help team advance
ReRe
Real
Urgent
Strategic
Never
mind
No
worry

115. )(( )&()+.-
N )
n
How to help team advance

116. 2 )(
How to help team advance

120. Innovate Your Business with User Experience