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“A value proposition (VP) is a statement that clearly
identifies what benefits a customer will receive by purchasing a particular
product or service from a particular vendor.”
www.techtarget.com/definition/value-proposition-VP
What people problem are we trying to solve?
How do we know it is a real problem?
How do we measure succes?
How do we know, if we solved it?
FROM IDEA TO VALUE PROPOSITION
KASPER MATHIAS SVENDSEN : WHO AM I MJØLNER INFORMATICS : WHO WE ARE INNOVATION & DESIGN : HOW WE WORKQ&A SESSION
A USER-CENTRED PROCESS FOR CREATING DIGITAL PRODUCTS
CASE DEGREE OF USER INVOLVEMENT AT TIME OF CASECLIENT
REGION MIDT
CONFIDENTIAL
ARLA
CASE : UX CLASSIC APPROACH FOR NEW APP
CASE : VIRTUAL REALITY PRODUCT VALIDATION
CASE : PROBING FOR INSIGHTS
Kasper Mathias SvendsenSenior UX Consultant
Cand.it. Informationsvidenskab
Founder & iOS Developer @ GreenMoss
Lab Agent @ Innovation Lab
UX Designer @ Mjølner Informatics
A Software and Design ConsultancyFINLANDSGADE 10, AARHUS NORD
+100 experts in user experience, design and software
Awarded one of DK’s best IT workplaces for a decade
WHO WE WORK WITH
FROM IDEA TO DIGITAL PRODUCT
68 %OF PROJECTS FAIL DUE TO LACK OF USER ACCEPTANCE*
*FORRESTER RESEARCH REPORT (2008).: “RICH INTERNET APPLICATIONS ERRORS TO AVOID **INNOTA REPORT (2016): THE PROJECT AND PORTFOLIO MANAGEMENT RESULTS
362 companies participated
95% say they are customer focused
80% say they deliver a superior experience
8% of customers agree that the companies deliver superior experiences
www.bainn.com: ”Closing the delivery gap”
SERVICE ANTICIPATION GAP
WHAT WE ENDED UP BUILDING
WHAT CUSTOMERS ACTUALLY WANTED
USER-CENTRED APPROACH
‹#›
The first requirement for an exemplary user experience is to meet the exact needs of the customer, without fuss or bother. Next comes simplicity and elegance that produce products that are a joy to own, a joy to use. True user experience goes far beyond giving customers what they say they want, or providing checklist features. In order to achieve high-quality user experience in a company's offerings there must be a seamless merging of the services of multiple disciplines, including engineering, marketing, graphical and industrial design, and interface design.It's important to distinguish the total user experience from the user interface (UI), even though the UI is obviously an extremely important part of the design.
"User experience" encompasses all aspects of the end-user's interaction with the company, its services, and its products.*
Quote: Jakob Nielsen & Donald Norman
WHAT IS USER EXPERIENCE REALLY?
‹#›
The first requirement for an exemplary user experience is to meet the exact needs of the customer, without fuss or bother. Next comes simplicity and elegance that produce products that are a joy to own, a joy to use. True user experience goes far beyond giving customers what they say they want, or providing checklist features. In order to achieve high-quality user experience in a company's offerings there must be a seamless merging of the services of multiple disciplines, including engineering, marketing, graphical and industrial design, and interface design.It's important to distinguish the total user experience from the user interface (UI), even though the UI is obviously an extremely important part of the design.
"User experience" encompasses all aspects of the end-user's interaction with the company, its services, and its products.*
WHAT IS USER EXPERIENCE REALLY?
EMPATHIZE
DEFINE
IDEATE
PROTOTYPE
TEST
DESIGN THINKING
*Experience Dynamics. (2014). 5 Proven Gains from User Experience
• Less support calls and improved learning curves : Things are intuitive and training becomes easy
• Increased customer satisfaction : Customers will appreciate good experiences, this also entails B2B
• Improved overall revenue and conversion boost : Good experiences spark loyalty
• Reduces the risk of building the wrong thing : Pave the right foundation before development starts
• Reduced development time : Validated user stories and a clear understanding of the user segment
1$ 100$INVESTED IN UX ACTIVITIES IN RETURN
THE HIDDEN VALUE OF USER EXPERIENCE
*Forrester Research. (2013). Customer Experience Index Ranking and Watermark Consulting.
Requirement phase
Product launch
Implementation phase
Cost of changeNo. of possible design alternatives / changes
TANGEBILITY WITH PROTOTYPES
PROTOTYPE
TEST IDEA OF THE FUTURE PRODUCT
Why are we testing at this stage? What should be tested?
Which hypothesis are we looking to answer? Who should it be tested with?
What constitutes a succesfull test (a succesfull product)?
TANGEBILITY WITH PROTOTYPES
PROTOTYPEBUSINESS GOALS
WHAT IS THE VALUE PROPOSITION?
Who are the stakeholders and what do they have at stake? How does this future product compliment our vision and roadmap?
What eco-system does the product enter or create? What constitutes a succesfull product?
What pains does it mitigate or what gains does it offer your customers?
TANGEBILITY WITH PROTOTYPES
THE USER
FOR WHOM ARE WE BUILDING THIS FUTURE PRODUCT
Who are they? What do they expect from you?
What is your current relationship with them? How is their work-flow or leisure life?
What are their needs/pains/gains/wishes/reality/obstacles/frustrations
PROTOTYPEBUSINESS GOALS
THE USER PROTOTYPE &TESTDESIGN
Invaluable insights
Hypothesis
Customer & business validated specification
DEVELOPMENTBUSINESS GOALS& HYPOTHESIS
Investigate potential
Agile development process based on user stories and validation
THINK BIG, START SMALL
THINK BIG, START SMALLNOT LIKE THIS
THINK BIG, START SMALLLIKE THIS
A minimum viable product (MVP) approach fosters that we explicitly point out the most important aspects and
functionalities of the new system, based on user insights and business input. We focus our effort on the most
critical functional and non-functional requirements first and create artefacts for validation that encompasses
the complete user experience and takes into account new ideas or valuable suggestions that could arise.
A MINIMUM VIABLE PRODUCT APPROACH
32
CASE: REGION MIDT
INTELLIGENT PATIENT GUIDANCE
Centralisation of waiting areas
requires efficient and intuitive
patient guidance.
UX DESIGNER
Gathering requirements
Challenging the concept
Applying best practices
Ensuring great usability Applying corporate visuel identity
Wireframes Graphics
Uniform appearance
Translating wireframes visually
The aesthetic qualities
Hi-Fi Prototype
DIGITAL DESIGNER
49
CASE : VIRTUAL REALITY PRODUCT VALIDATION
A DIGITAL HANDS ON EXPERIENCE
TOUCHGFX
The TouchGFX framework enables you to create innovative embedded GUIs with high-end graphics and smooth animations on microcontrollers.
1. UI DESIGN CONCEPT
2. UI PROTOTYPE
3. TOUCHGFX PROTOTYPE4. INTERNET OF THINGS &
DATA SCIENCE WORKSHOP
KICKOFF WORKSHOP : CUSTOMER, ECO-SYSTEM, COMPETITION, TRENDS
GUI DESIGN
PLATFORM
CONNECTIVITY
INTELLIGENCE
USER-CENTERED EXPERIENCE & TANGIBLE DESIGN
HIGH-END GRAPHICS & LOW COST HARDWARE
INTERNET CONNECTIVITY & SCALABILITY
INSIGHTS & IMPROVED DECISION MAKING TOOLS
USER EXPERIENCE
TOUCHGFX
INTERNET OF THINGS
DATASCIENCE
5. UPDATE UI DESIGN CONCEPT
4.0” 10.0”
6. AR/VR SOLUTION
MAIN CHALLENGESAPPROVAL OF PROTOTYPE FOR PRODUCTION IS DONE BY ANOTHER MARKET
MANY ITERATIONS ON PHYSICAL DESIGN DIFFICULT TO UNDERSTAND THE DESIGN AND USER EXPERIENCE BY REVIEWING 2D FORMATS
DIFFICULT TO EVALUATE MULTIPLE DESIGN ITERATIONS SIMULTANEOUSLY TIME CONSUMING AND EXPENSIVE APPROVAL PROCESS
THE PRODUCT DEVELOPMENT PROCESS
1. SELECT DESIGN 2. MANUFACTURE DESIGN 3. DEVELOP DISPLAY PROTOTYPE 4. PUT IT ALL TOGETHER 5. SHIP IT TO MARKET DESTINATION 6. PRESENT PROTOTYPE OR AWAIT APPROVAL 7. SHIP PROTOTYPE BACKSUCCES OR REPEAT STEP 1-7
1. ADD ONE OR MORE MACHINE MODELS TO DIGITAL EXPERIENCE 2. SELECT ENVIRONMENT 3. CONFIGURE ANIMATIONS AND ADD SOUNDS 4. ADD WEB BASED GRAPHICAL PROTOTYPE 5. SHARE EXPERIENCE WITH MARKET STAKEHOLDERS 6. PRESENT AND COLLABORATE IN DIGITAL EXPERIENCE ON
PREFERRED PLATFORMSUCCES OR REPEAT WITH NEW EXPERIENCE
BEFORE VR AFTER VR
MODELI’m an asset
UNITY SEIDR FRAMEWORK
I’m a scene
SEIDR EXPERINCE
Apple ARKit
Microsoft Hololens
Facebook Oculus Rift
Google Daydream
SEIDR CORE APPLICATIONS
Model of a new product
Choose a context Magic model animations
Ambient and interaction sounds Interaction guide
Interactive web based prototypes Interactive TouchGFX display
Collaborative experience Choose experience platform
64
CASE: ARLA
PROBING FOR INSIGHTS
64
TITLE
A need to kick-start digital innovation of a very analogue product
A lack of experience in carrying out qualitative research methods
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Bilag&12.6&–&Billeder&af&probens&udarbejdelse&&!
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Cultural probes (or design probes) is a technique used to inspire ideas in a design process. It serves as a means of gathering inspirational data about people's lives, values and thoughts. The probes are small packages that can include any sort of artefact (like a map, postcard, camera or diary) along with evocative tasks, which are given to participants to allow them to record specific events, feelings or interactions. The aim is to elicit inspirational responses from people, in order to understand their culture, thoughts and values better, and thus stimulate designer's imaginations.
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! 71!
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! 69!
Bilag&12.6&–&Billeder&af&probens&udarbejdelse&&!
!!!
Cultural probes (or design probes) is a technique used to inspire ideas in a design process. It serves as a means of gathering inspirational data about people's lives, values and thoughts. The probes are small packages that can include any sort of artefact (like a map, postcard, camera or diary) along with evocative tasks, which are given to participants to allow them to record specific events, feelings or interactions. The aim is to elicit inspirational responses from people, in order to understand their culture, thoughts and values better, and thus stimulate designer's imaginations.
WHEN TO USE DESIGN PROBES
Utilising an mobile ethnography approach, thus letting the participants become co-researches sharing user-centred information in different contexts documented with
audio, texts and photos.
THE BENEFITS OF USER-PARTICIPATION & USER-DOCUMENTATION
PROBING FOR INSIGHTS
THE BENEFITS OF USER-PARTICIPATION & USER-DOCUMENTATION
Let the researches get very close to the personal space and important contexts for an extensive or scoped period of time without affecting the situation by human
presence. Activities can be performed when it fits the participants schedule and in a safe
environment.
PROBING FOR INSIGHTS
THE BENEFITS OF USER-PARTICIPATION & USER-DOCUMENTATION
Based on the notion of intrinsic motivation, well-formed probes are fun and informative to use.
PROBING FOR INSIGHTS
THE BENEFITS OF USER-PARTICIPATION & USER-DOCUMENTATION
You often get answers to questions that you weren’t even asking or looking for; using relatively open-ended questions or allowing participants to leave comments
means you can get information on issues that you weren’t aware of when you started.
PROBING FOR INSIGHTS
26 20 20+
+
DIGITAL CONCEPT
IN DEVELOPMENT
”Mjølner’s Co-Creation process was constructive and innovative. We would
have never reached the same qualitative outcome without it.”
- Laurent Ponty, Category Director, ARLA
81
Q&A
QUESTIONS AND STORIES
Hvordan skaffer I gode insights til at skabe den rigtige value proposition?
Hvordan definerer I et produkts succeskriterier?
Hvilke problemstillinger opstår fra ide til produkt hos jer?
+45 41 95 36 [email protected]
Senior UX designer
Kasper Mathias Svendsen
FROM IDEA TO VALUE PROPOSITION INFINIT, DECEMBER 7th 2017