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OUR PRINCIPLES
ENSURE ORGANISATIONS ARE EQUIPPED WITH THE TOOLS, MINDSET AND FRAMEWORKS TO CO-DESIGN GREAT EXPERIENCES
INVERT THE PYRAMID
TOOL UP EVERYONE TO CO-DESIGN THE FUTURE TOGETHER AND
CREATE THE PLATFORMS TO SUPPORT IMAGINATION
METHODS OF THINKING
SYSTEMS MAPPING CUSTOMER JOURNEY MAPPING (MACRO) CUSTOMER JOURNEY MAPPING (MICRO)
ETHNOGRAPHY OBSERVATION
PERSONAS BLUEPRINTING
USE CASES STORY TELLING
DIGITAL / AGILE / MOSCOW
STORYTELLING AND VISUALISATION
IRISS: ASSET MAPPING FOR PEOPLE CENTERED PLANNING I N HEALTH AND MENTAL WELL-BEING (2011)
OBSERVATIONMMM GROUP | MOBILITY FOR OLDER GENERATION (2011)
PERSONASSYNC | DEVELOPING A DIGITAL PERSONA TOOL (2013)
USER STORIES AND USE CASES
AYE MIND | DEVELOPING USE CASES FOR SUPPORTING YOUNG PEOPLE MENTAL HEALTH (2015)
PHONE
ONLINE
PAPER
Client receives information pack
Client meets BDM
Client receives application form
BDM phones offering support
BDM phones offering support
Client receives email with forms and guidance
Client emails draft to BDM for comment
Client receives email with information pdfs
APPROVAL PROCESS
Client receives sales call from Bus Dev Team
Client considers an alternative qualification provider
Client makes 1st contact with SQA
Client has phone conversation with BDM
Client conducts search for qualification provider
Client finds information about SQA
Client makes email enquiry to SQA
Client receives information pack from Bus Dev
Client calls SQA contact centre
Client picks up SQA leaflet at conference or trade fair
BDM calls to discuss interest/ arrange meeting
INTERNATIONAL TEAM
BUS DEV TEAM
International partners build up list of potential clients
International partner makes contact with client
Bus Dev team make speculative phone calls
BDM visits companies in their geographical area
BDM makes initial call to client
Bus Dev team discuss viability of client (numbers)
BDM receives client inquiry from Contact Centre
BDM starts pre-approval process
BDM sends the massive email
BDM follows up with offer of support
BDM sends info pack to potential client
BDM visits client
BDM assesses goal of client
BACKSTAGE(1977) Lynn G. Shostack, Breaking Free from Product Marketing, in Journal of Marketing
(1984) Lynn G. Shostack, Designing services that deliver in Harvard Business Review
BLUEPRINTING
SQA | REDESIGNING THE APPROVALS PROCESS (2012)
PROTOTYPING
SKETCH/MOCK UP LOW FIDELITY WIREFRAME HIGH FIDELITY WIREFRAME
CO-DESIGN PROTOTYPE TOOL EMPATHY TESTS WIZARD OF OZ
DESKTOP WALKTHROUGHS IMPROVISATION
SPECULATIVE PROTOTYPE COMMUNICATIVE ARTEFACTS
USER TESTING EXPERIENCE PROTOTYPE
WEEK WEEK WEEK WEEK WEEK WEEK
PROJECT PLAN &
PROJECT REPORT
BUILD NEW
BETA
MAY
APRIL
JUNE
OCTOBER
USER TESTING GLASGOW CITY COUNCIL | TESTING THE NEW GCC WEBSITE (2015)
PROTOTYPING
SKETCH/MOCK UP LOW FIDELITY WIREFRAME HIGH FIDELITY WIREFRAME
CO-DESIGN PROTOTYPE TOOL EMPATHY TESTS WIZARD OF OZ
DESKTOP WALKTHROUGHS IMPROVISATION
SPECULATIVE PROTOTYPE COMMUNICATIVE ARTEFACTS
USER TESTING EXPERIENCE PROTOTYPE
LEARNINGS
BRING BACK TO THE BLUEPRINT LINK UP CHANNELS (ON AND OFFLINE)
EMBED ITERATIVE MINDSET TEST DIGITAL LO-FI FIRST
CONTENT IS AS IMPORTANT AS UX SERVICE DESIGN LINKS TO STRATEGY/BUSINESS MODEL
THANKS FOR LISTENING
Sarah Drummond
@rufflemuffin @wearesnook @cycle_hack
@dearestscotland
rufflemuffin.org wearesnook.com
cyclehack.com dearestscotland.com