Embed Size (px)
DESCRIPTION
Talk about User Experience and Service Design, prepared for Goldsmiths’ career sessions for psychology and behavioural sciences students. I spoke about my profession, and how I got there to help students decide if it’s something they might be interested in.
Citation preview
User Experiencewhat is
product userexperience
The uncomfortable project by kkstudio
Useful?Beautiful?
Easy to use?
Fun?
Pleasant?
Effective?Desirable?
userexperience
designerdesign
context
product
userexperience
designerdesign
research
product
context
The Disciplines of User Experience – Dan Saffer
userexperience
ux architect
design
product
visual designer
developer
(or service)
userexperience
ux architect
design
visual designer
developer
product(or service)
userexperience
ux architect
design
visual designer
developer
product(or service)
userexperience
ux architect
design
visual designer
developer
product(or service)product design
userexperience
ux architect
design
visual designer
developer
product(or service)service design
service designwhy
86%of buyers will pay more for a better customer experience
CEI Survey, quoted in Forbes 1/21/2013
© 2014 Watermark Consulting Page 4 watermarkconsult.net
T H E R E S U L T S
In our 2014 study, the Customer Experience Leaders continued to shine, while the Customer Experience Laggards continued to struggle.
Customer Experience Leaders Outperform the Market
7-Year Stock Performance of Customer Experience Leaders vs. Laggards vs. S&P 500 (2007-2013)
Watermark defines Customer Experience Leaders and Laggards as the top ten and bottom ten rated public companies in Forrester Research’s 2007-2014 Customer Experience Index studies. Comparison is based on performance of equally-weighted, annually readjusted stock portfolios of Customer Experience Leaders and Laggards relative to the S&P 500 Index.
Leaders outperformed the broader market, generating a total return that was 26 points higher than the S&P 500 Index. Laggards trailed far behind, actually posting a negative return during a period when the broader market rose sharply.
The job
“we need a new website”THE BRIEF
(or app)
making the right things for the right people in the right way
what do you need who are your customers what do they want
what do you needbusiness requirements
Total Small Med Large
Sample 299 78 150 64
% % % %
Gender
Male 53 36 53 70
Female 47 64 47 30
Age of Respondent
17 to 34 24 22 25 23
35 to 44 26 22 31 22
45 to 54 16 13 18 14
55 to 64 20 23 18 22
65 plus 14 21 8 19
Cars in Household
One 56 60 57 50
Two 41 38 40 45
3 or more 3 1 3 5
ClaireFreebie Hunter
Behaviours
Needs/GoalsDemographics30-50FemaleStay-at-home mum
Mostly uses Facebook from her laptop.Spends a lot of time online.Tracks deals and freebie offers.Likes to give her opinion about things.Doesn't mind some effort to get something for free.
Wants free stuffLikes to know that her opinion is appreciated
picture (cc) jimmypk @ Flickr
who are your customersuser needs & behaviours
who are your customersuser needs & behaviours
what do they wantfrom user needs to features
what do they wantjourneys and blueprints
what do they wantprototyping & designing
3G 10:00 AMPiz|
Piz
Pizza
Oetker Family Pizza
Morrisons Ham & Pineapple Pizza 200points
you previously added
special offer
Morrisons Mini Cheese & Ham Pizza 150 points
123
Q W E R T Y U I O P
A S D F G H J K L
Z X C V B N M
space Add
special offer
Cancel Once the user starts typing, the list gets filtered down to matching items (from categories, previous input and other lists)The topmost item is always the user’s exact input.
Autosuggest results come from cached db on the device, so they appear per character typed.
Sprint 1&2
X
4.4-add-items-dialog-typing Page 25
creating successsustainable relationships
creating successdesirable services
creating successdesirable services
UX is diverse
11% Human Computer Interaction 5% information design 4% human factors 3% digital design 3% technical communication 1% interaction design 1% information architecture Other: MBA, psychology, library science.
User Experience Career Advice: How to Learn UX and Get a Job – Susan Farrell & Jakob Nielsen, January 12, 2014
“The majority of UX professionals hold degrees from an immense range of disciplines, from history to chemistry, most of which don’t have a direct bearing on UX work.”
P.S. it’s also incredibly fun
thank you!
![[UX Series] 1 - UX Introduction](https://img.pdfslide.us/doc/110x75/563db7f0550346aa9a8f53b0/ux-series-1-ux-introduction.jpg)
