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@timothyloo @foolproof_UX @uxstrat 
UX Strategy Fundamentals: 
Experience Visioning & 
Roadmapping 
UX STRAT 2014, Boulder...
@timothyloo @foolproof_UX @uxstrat 
before we start
The Chatham House Rule 
When a meeting, or part thereof, is held under the Chatham 
House Rule, participants are free to u...
@timothyloo @foolproof_UX @uxstrat 
what happens in boulder, 
stays in boulder
@timothyloo @foolproof_UX @uxstrat 
my frame of reference
business 
guy 
experience 
design dude 
Photo Credit: http://www.flickr.com/photos/76029035@N02/6829415429 Photo Credit: h...
@timothyloo @foolproof_UX @uxstrat
@timothyloo @foolproof_UX @uxstrat 
Chapter 1 
Defining UX Strategy 
UX STRAT 2014, Boulder, CO
@timothyloo @foolproof_UX @uxstrat 
“So why do we need an 
experience strategy?”
{INSERT 
YOUR 
BRAND 
HERE} 
YOUR 
BUSINESS 
YOUR 
CUSTOMERS 
How well 
does your 
organisation 
connect?
YOUR PROMISE 
(what do you 
want to be for 
your customers) 
THE REALITY 
(the user experience) 
YOUR CUSTOMERS’ 
EXPECTAT...
@timothyloo @foolproof_UX @uxstrat
@timothyloo @foolproof_UX @uxstrat 
Proliferation of 
customer touch-points & 
organisational siloes
@timothyloo @foolproof_UX @uxstrat 
The experience strategy gap
@timothyloo @foolproof_UX @uxstrat 
strategy 
STRATEGIC 
GOALS 
STRATEGIC 
PROGRAMMES 
PROJECTS 
(TACTICS) 
goa 
l A goa 
...
@timothyloo @foolproof_UX @uxstrat 
strategy 
STRATEGIC 
GOALS 
STRATEGIC 
PROGRAMMES 
PROJECTS 
(TACTICS) 
goa 
l A goa 
...
@timothyloo @foolproof_UX @uxstrat 
Bringing the customer into 
experience strategy planning
@timothyloo @foolproof_UX @uxstrat 
What your 
business wants 
What your 
customer wants
@timothyloo @foolproof_UX @uxstrat 
PURPOSE, 
VISION & 
MISSION 
What your 
business wants 
BUSINESS 
STRATEGY & 
GOALS 
B...
@timothyloo @foolproof_UX @uxstrat 
TARGET 
OPERATING 
MODEL 
What your 
business wants 
TECHNOLOGY 
ROADMAP 
PURPOSE, 
VI...
@timothyloo @foolproof_UX @uxstrat 
An experience strategy identifies & 
articulates the most valuable 
holistic experienc...
@timothyloo @foolproof_UX @uxstrat 
What your 
business wants 
What your 
customer wants 
the “win/win”
@timothyloo @foolproof_UX @uxstrat 
a definition of 
experience strategy
@timothyloo @foolproof_UX @uxstrat 
experience strategy 
a long-term vision, roadmap and KPIs to 
align every customer tou...
@timothyloo @foolproof_UX @uxstrat 
what your 
business wants 
what your 
customers want 
the win/win 
experience strategy...
@timothyloo @foolproof_UX @uxstrat 
experience strategy 
in practice
@timothyloo @foolproof_UX @uxstrat 
what your 
business wants 
what your 
customers want 
1. Where are we today?
@timothyloo @foolproof_UX @uxstrat 
what your 
business wants 
what your 
customers want 
1. Where are we today? 
2. Where...
A 
Design Principle: Our expertise on tap 
§ “When I need advice or technical help I know where to go” 
§ “I can always ...
@timothyloo @foolproof_UX @uxstrat 
what your 
business wants 
what your 
customers want 
1. Where are we today? 
2. Where...
Scenario 1 
Problems with your card 
Problems 
with 
your 
card 
Problems 
with 
your 
card 
Problems 
with 
your 
card
@timothyloo @foolproof_UX @uxstrat 
what your 
business wants 
what your 
customers want 
1. Where are we today? 
2. Where...
Our recommended roadmap 
0-6 months 
6-12 months 
12-18 months 
Consistent look & feel 
Streamlined information 
architect...
@timothyloo @foolproof_UX @uxstrat 
what your 
business wants 
what your 
customers want 
1. Where are we today? 
2. Where...
@timothyloo @foolproof_UX @uxstrat
@timothyloo @foolproof_UX @uxstrat 
A framework for creating experience strategy 
§ What’s the environment and ecosystem ...
@timothyloo @foolproof_UX @uxstrat 
Enough of my yakking
@timothyloo @foolproof_UX @uxstrat 
Let’s get stuck in
@timothyloo @foolproof_UX @uxstrat 
Chapter 2 
Experience visioning 
UX STRAT 2014, Boulder, CO
@timothyloo @foolproof_UX @uxstrat 
What is an experience vision?
@timothyloo @foolproof_UX @uxstrat 
Inspirational 
Specific 
Outcomes focussed 
Concise 
Sharable
@timothyloo @foolproof_UX @uxstrat 
vision 
statement 
experience design principles 
future customer stories
@timothyloo @foolproof_UX @uxstrat 
VISION STATEMENT 
§ An inspirational ambition that will 
inform how the experience en...
@timothyloo @foolproof_UX @uxstrat 
Running visioning workshops
@timothyloo @foolproof_UX @uxstrat 
Planned & flexible 
Briefings & homework 
Room logistics 
Working groups 
Managing ene...
TSB 30 January 2014 48
@timothyloo @foolproof_UX @uxstrat 
Planned & flexible 
Briefings & homework 
Room logistics 
Working groups 
Managing ene...
@timothyloo @foolproof_UX @uxstrat 
Creating visioning outputs
@timothyloo @foolproof_UX @uxstrat 
Inspirational 
Specific 
Outcomes focussed 
Concise 
Sharable
@timothyloo @foolproof_UX @uxstrat 
Ideation sessions & 
future customer stories
@timothyloo @foolproof_UX @uxstrat 
THE 
CUSTOMER 
personas 
+ 
customer 
journey 
mapping 
+ 
competitor 
review 
THE 
VI...
Scenario 1 
Problems with your card 
Problems 
with 
your 
card 
Problems 
with 
your 
card 
Problems 
with 
your 
card
@timothyloo @foolproof_UX @uxstrat 
Chapter 3 
Experience roadmapping 
UX STRAT 2014, Boulder, CO
@timothyloo @foolproof_UX @uxstrat 
What is an experience 
roadmap?
@timothyloo @foolproof_UX @uxstrat 
strategy 
STRATEGIC 
GOALS 
STRATEGIC 
PROGRAMMES 
PROJECTS 
(TACTICS) 
goa 
l A goa 
...
@timothyloo @foolproof_UX @uxstrat 
Running roadmapping 
sessions
@timothyloo @foolproof_UX @uxstrat 
Underlying enablers 
Assessment of effort 
Right stakeholders 
Learning the PMO langua...
0-0-6 6 months 
months 
6-12 6-12 months 
months 
12-112-81 8m moonntthhss 
Prioritising capability
@timothyloo @foolproof_UX @uxstrat 
Underlying enablers 
Assessment of effort
@timothyloo @foolproof_UX @uxstrat 
Underlying enablers 
Assessment of effort 
Right stakeholders 
Learning the PMO langua...
@timothyloo @foolproof_UX @uxstrat 
Creating roadmapping 
outputs
@timothyloo @foolproof_UX @uxstrat 
Chapter 4 
In summary 
UX STRAT 2014, Boulder, CO 
TD Direct Investing February 2014 6...
@timothyloo @foolproof_UX @uxstrat 
A framework for creating experience strategy 
§ What’s the environment and ecosystem ...
@timothyloo @foolproof_UX @uxstrat 
Start a conversation 
Tim Loo 
tim.loo@foolproof.co.uk 
+44 7714415677 
@timothyloo
UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping
UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping
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UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 1 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 2 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 3 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 4 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 5 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 6 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 7 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 8 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 9 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 10 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 11 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 12 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 13 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 14 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 15 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 16 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 17 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 18 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 19 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 20 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 21 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 22 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 23 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 24 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 25 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 26 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 27 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 28 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 29 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 30 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 31 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 32 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 33 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 34 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 35 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 36 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 37 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 38 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 39 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 40 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 41 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 42 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 43 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 44 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 45 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 46 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 47 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 48 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 49 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 50 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 51 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 52 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 53 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 54 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 55 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 56 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 57 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 58 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 59 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 60 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 61 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 62 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 63 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 64 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 65 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 66 UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping Slide 67
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UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping

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This presentation is a shareable version of my workshop presentation from UX STRAT 2014, Boulder, Colorado.

In this workshop, we discussed the purpose of vision and roadmap in the experience strategy and the importance of working together with both business stakeholders and customers in the planning process. We covered practical definitions, skills and techniques:

- What is an experience vision?
- What are the ingredients for a great experience visions?
- Running visioning workshops with stakeholders
- Communicating experience vision through storytelling
- What is an experience roadmap?
- Creating a delivery roadmap

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UX STRAT 2014: Tim Loo's Workshop - Experience Visioning & Roadmapping

  1. 1. @timothyloo @foolproof_UX @uxstrat UX Strategy Fundamentals: Experience Visioning & Roadmapping UX STRAT 2014, Boulder, CO Tim Loo Strategy Director, Foolproof
  2. 2. @timothyloo @foolproof_UX @uxstrat before we start
  3. 3. The Chatham House Rule When a meeting, or part thereof, is held under the Chatham House Rule, participants are free to use the information received, but neither the identity nor the affiliation of the speaker(s), nor that of any other participant, may be revealed.
  4. 4. @timothyloo @foolproof_UX @uxstrat what happens in boulder, stays in boulder
  5. 5. @timothyloo @foolproof_UX @uxstrat my frame of reference
  6. 6. business guy experience design dude Photo Credit: http://www.flickr.com/photos/76029035@N02/6829415429 Photo Credit: http://www.flickr.com/photos/37891053@N03/3909773517
  7. 7. @timothyloo @foolproof_UX @uxstrat
  8. 8. @timothyloo @foolproof_UX @uxstrat Chapter 1 Defining UX Strategy UX STRAT 2014, Boulder, CO
  9. 9. @timothyloo @foolproof_UX @uxstrat “So why do we need an experience strategy?”
  10. 10. {INSERT YOUR BRAND HERE} YOUR BUSINESS YOUR CUSTOMERS How well does your organisation connect?
  11. 11. YOUR PROMISE (what do you want to be for your customers) THE REALITY (the user experience) YOUR CUSTOMERS’ EXPECTATIONS (and how they feel about you)
  12. 12. @timothyloo @foolproof_UX @uxstrat
  13. 13. @timothyloo @foolproof_UX @uxstrat Proliferation of customer touch-points & organisational siloes
  14. 14. @timothyloo @foolproof_UX @uxstrat The experience strategy gap
  15. 15. @timothyloo @foolproof_UX @uxstrat strategy STRATEGIC GOALS STRATEGIC PROGRAMMES PROJECTS (TACTICS) goa l A goa l B goa l C program me X progra mme Y pro gramme Z project Q WORKSTREAMS TASKS BUSINESS STRATEGY
  16. 16. @timothyloo @foolproof_UX @uxstrat strategy STRATEGIC GOALS STRATEGIC PROGRAMMES PROJECTS (TACTICS) goa l A goa l B goa l C program me X progra mme Y pro gramme Z project Q WORKSTREAMS TASKS BUSINESS STRATEGY Is there a clear connection between our business strategy and experience design?
  17. 17. @timothyloo @foolproof_UX @uxstrat Bringing the customer into experience strategy planning
  18. 18. @timothyloo @foolproof_UX @uxstrat What your business wants What your customer wants
  19. 19. @timothyloo @foolproof_UX @uxstrat PURPOSE, VISION & MISSION What your business wants BUSINESS STRATEGY & GOALS BRAND TECHNOLOGY ROADMAP OPERATING TARGETS & KPIS TARGET OPERATING MODEL
  20. 20. @timothyloo @foolproof_UX @uxstrat TARGET OPERATING MODEL What your business wants TECHNOLOGY ROADMAP PURPOSE, VISION & MISSION BUSINESS STRATEGY & GOALS BRAND OPERATING TARGETS & KPIS TARGET CUSTOMER NEEDS & WANTS What your customer wants CONTEXT & ECOSYSTEM EXPECTATIONS OF YOUR BRAND MENTAL MODEL BEHAVIOURIAL, TECHNOLOGY & SOCIETAL TRENDS EXPERIENCE EXPECTATIONS & PREFERENCES
  21. 21. @timothyloo @foolproof_UX @uxstrat An experience strategy identifies & articulates the most valuable holistic experience for both the business and the customer.
  22. 22. @timothyloo @foolproof_UX @uxstrat What your business wants What your customer wants the “win/win”
  23. 23. @timothyloo @foolproof_UX @uxstrat a definition of experience strategy
  24. 24. @timothyloo @foolproof_UX @uxstrat experience strategy a long-term vision, roadmap and KPIs to align every customer touch-point with your brand position & business strategy
  25. 25. @timothyloo @foolproof_UX @uxstrat what your business wants what your customers want the win/win experience strategy planning process experience strategy
  26. 26. @timothyloo @foolproof_UX @uxstrat experience strategy in practice
  27. 27. @timothyloo @foolproof_UX @uxstrat what your business wants what your customers want 1. Where are we today?
  28. 28. @timothyloo @foolproof_UX @uxstrat what your business wants what your customers want 1. Where are we today? 2. Where do we want to get to?
  29. 29. A Design Principle: Our expertise on tap § “When I need advice or technical help I know where to go” § “I can always access the right information when I need it”
  30. 30. @timothyloo @foolproof_UX @uxstrat what your business wants what your customers want 1. Where are we today? 2. Where do we want to get to? 3. What do we need to do? experience strategy
  31. 31. Scenario 1 Problems with your card Problems with your card Problems with your card Problems with your card
  32. 32. @timothyloo @foolproof_UX @uxstrat what your business wants what your customers want 1. Where are we today? 2. Where do we want to get to? 3. What do we need to do? 4. What’s our plan?
  33. 33. Our recommended roadmap 0-6 months 6-12 months 12-18 months Consistent look & feel Streamlined information architecture Responsive design (+CMS) Personalisation Orientation & support for newbies Single account Integrated loyalty programme Improved registration In-context help, on demand
  34. 34. @timothyloo @foolproof_UX @uxstrat what your business wants what your customers want 1. Where are we today? 2. Where do we want to get to? 3. What do we need to do? 4. What’s our plan? 5. How will we know we’re on track? experience strategy
  35. 35. @timothyloo @foolproof_UX @uxstrat
  36. 36. @timothyloo @foolproof_UX @uxstrat A framework for creating experience strategy § What’s the environment and ecosystem of our target customers? § What’s the current customer story, priorities and pain-points? § What’s our are vision for the holistic experience? § What are our guiding principles for target experience? § What are our future customer stories & outcomes? § What are the experience gaps between today’s experience and our future customer stories? § What specific initiatives and projects do we need? § What enablers and capabilities are required to support these initiatives? § What are the gaps between the vision and reality? § How will we prioritise & trade-off to create focus? § What’s our roadmap for change and innovation? § What are key performance indicators and targets for transforming the user experience? § How will we incentivise the right behaviours? CURRENT STATE EXPERIENCE EXPERIENCE VISION & PRINCIPLES INNOVATION, INITIATIVES & ENABLERS EXPERIENCE ROADMAP EXPERIENCE KPIs & DASHBOARD 1. Where are we today? 2. Where do we want to get to? 3. What do we need to do? 4. What’s our plan? 5. How will we know we’re on track?
  37. 37. @timothyloo @foolproof_UX @uxstrat Enough of my yakking
  38. 38. @timothyloo @foolproof_UX @uxstrat Let’s get stuck in
  39. 39. @timothyloo @foolproof_UX @uxstrat Chapter 2 Experience visioning UX STRAT 2014, Boulder, CO
  40. 40. @timothyloo @foolproof_UX @uxstrat What is an experience vision?
  41. 41. @timothyloo @foolproof_UX @uxstrat Inspirational Specific Outcomes focussed Concise Sharable
  42. 42. @timothyloo @foolproof_UX @uxstrat vision statement experience design principles future customer stories
  43. 43. @timothyloo @foolproof_UX @uxstrat VISION STATEMENT § An inspirational ambition that will inform how the experience engages and delivers to its customers and potential customers. EXPERIENCE DESIGN PRINCIPLES § How the vision will be executed. § Core values of the user experience. § Informed by research. § The design principles should also be inspirational and directive. FUTURE CUSTOMER STORIES § Creating user experiences from inspired by the vision and executed through the design principles. vision statement experience design principles future customer stories
  44. 44. @timothyloo @foolproof_UX @uxstrat Running visioning workshops
  45. 45. @timothyloo @foolproof_UX @uxstrat Planned & flexible Briefings & homework Room logistics Working groups Managing energy
  46. 46. TSB 30 January 2014 48
  47. 47. @timothyloo @foolproof_UX @uxstrat Planned & flexible Briefings & homework Room logistics Working groups Managing energy
  48. 48. @timothyloo @foolproof_UX @uxstrat Creating visioning outputs
  49. 49. @timothyloo @foolproof_UX @uxstrat Inspirational Specific Outcomes focussed Concise Sharable
  50. 50. @timothyloo @foolproof_UX @uxstrat Ideation sessions & future customer stories
  51. 51. @timothyloo @foolproof_UX @uxstrat THE CUSTOMER personas + customer journey mapping + competitor review THE VISION vision statement + experience design principles + future stories INSPIRATION & IDEAS technology trends + emerging behaviours + inspiration from other sectors
  52. 52. Scenario 1 Problems with your card Problems with your card Problems with your card Problems with your card
  53. 53. @timothyloo @foolproof_UX @uxstrat Chapter 3 Experience roadmapping UX STRAT 2014, Boulder, CO
  54. 54. @timothyloo @foolproof_UX @uxstrat What is an experience roadmap?
  55. 55. @timothyloo @foolproof_UX @uxstrat strategy STRATEGIC GOALS STRATEGIC PROGRAMMES PROJECTS (TACTICS) goa l A goa l B goa l C program me X progra mme Y pro gramme Z project Q WORKSTREAMS TASKS BUSINESS STRATEGY
  56. 56. @timothyloo @foolproof_UX @uxstrat Running roadmapping sessions
  57. 57. @timothyloo @foolproof_UX @uxstrat Underlying enablers Assessment of effort Right stakeholders Learning the PMO language
  58. 58. 0-0-6 6 months months 6-12 6-12 months months 12-112-81 8m moonntthhss Prioritising capability
  59. 59. @timothyloo @foolproof_UX @uxstrat Underlying enablers Assessment of effort
  60. 60. @timothyloo @foolproof_UX @uxstrat Underlying enablers Assessment of effort Right stakeholders Learning the PMO language
  61. 61. @timothyloo @foolproof_UX @uxstrat Creating roadmapping outputs
  62. 62. @timothyloo @foolproof_UX @uxstrat Chapter 4 In summary UX STRAT 2014, Boulder, CO TD Direct Investing February 2014 65
  63. 63. @timothyloo @foolproof_UX @uxstrat A framework for creating experience strategy § What’s the environment and ecosystem of our target customers? § What’s the current customer story, priorities and pain-points? § What’s our are vision for the holistic experience? § What are our guiding principles for target experience? § What are our future customer stories & outcomes? § What are the experience gaps between today’s experience and our future customer stories? § What specific initiatives and projects do we need? § What enablers and capabilities are required to support these initiatives? § What are the gaps between the vision and reality? § How will we prioritise & trade-off to create focus? § What’s our roadmap for change and innovation? § What are key performance indicators and targets for transforming the user experience? § How will we incentivise the right behaviours? CURRENT STATE EXPERIENCE EXPERIENCE VISION & PRINCIPLES INNOVATION, INITIATIVES & ENABLERS EXPERIENCE ROADMAP EXPERIENCE KPIs & DASHBOARD 1. Where are we today? 2. Where do we want to get to? 3. What do we need to do? 4. What’s our plan? 5. How will we know we’re on track? TD Direct Investing February 2014 66
  64. 64. @timothyloo @foolproof_UX @uxstrat Start a conversation Tim Loo tim.loo@foolproof.co.uk +44 7714415677 @timothyloo
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This presentation is a shareable version of my workshop presentation from UX STRAT 2014, Boulder, Colorado. In this workshop, we discussed the purpose of vision and roadmap in the experience strategy and the importance of working together with both business stakeholders and customers in the planning process. We covered practical definitions, skills and techniques: - What is an experience vision? - What are the ingredients for a great experience visions? - Running visioning workshops with stakeholders - Communicating experience vision through storytelling - What is an experience roadmap? - Creating a delivery roadmap

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