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Building Corporate UX Capabilities
- 1. Webinar: How toImprove Your Company’s UX Capabilities: Let Your Methods Drive Your Plan Jeff Horvath, Principal at Balanced Experience #uzwebinar
- 2. Speaker: Jeff Horvath,Ph.D. Principal, Balanced Experience
- 3. Quick Housekeeping •Chat box is available if you have any questions • There will be time for Q&A at the end • We will be recording the webinar for future viewing • All attendees will receive a copy of the slides/recording • Twitter hashtag: #uzwebinar 3
- 4. About UserZoom •UserZoom offers an all-in-one, multichannel and agile approach to managing digital Customer Experiences. We enable Businesses to cost-effectively plan, research, design, and measure CX and UX on a unified software platform. • Founded in 2007; launched SaaS platform in 2009 • International company, offices in Silicon Valley, Spain, U.K., Germany • 50% of Fortune’s Most Admired Brands
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- 6. About UserZoom Holistic,all-in-one, approach to CEM 6 1. Listen Intercept surveys and feedback tabs Continuously listen to 4. Measure your customer Web & Mobile VOC Continuosly Measure Customer Satisfaction 2. Research Define UX & Usability benchmarks Scale UX research with online/remote testing capabilities 3. Test & Act Prototype Testing Card Sorting & Tree Testing Cost-effective Remote Usability Testing
- 7. UserZoom CEM Platform& Solutions 7 Intercept Surveys Feedback Tabs Mobile App VOC Remote Usability Testing Mobile Usability Testing Card Sorting Tree Testing Screenshot Click Testing Behavioral Data Screenshot Timeout Testing IA Data Survey Responses Usability Data Online Surveys Video Recording VOC & Survey Solutions UX & Usability Solutions Results Access to Quality Panels Customer Success & Enablement Services UX Research & Consulting Services
- 8. Agenda 1. UXas a strategic differentiator 2. What every CEO is trying to figure out - HOW to make UX a differentiator 3. Strategies are important, but you need to get work done - start by defining your UX methodology 4. Key elements to consider when defining your methodology and how it fits in – Methods drive the plan - staffing models, tools, training plan, etc. 5. The Three Levels of UX organizational change - methods, processes, change management
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- 10. UX is aTop Priority April 2012 “The State Of Customer Experience, 2012 ”
- 11. UX as StrategicDifferentiator April 2012 “The State Of Customer Experience, 2012 ”
- 12. UX Strategy J.Garrett - The Elements of User Experience: User-Centered Design for the Web (2002)
- 13. Strategy – tooabstract
- 14. Three Layers Org Change Processes Methods
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- 17. You’ve got tofit in
- 18. Connect with existingmethods
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- 20. UX RACI Model RACI Group Responsible UX team Accountable Product Manager Consulted Software Development, Creative Informed Product Manager, BA, PM, Software, Marketing, Quality Assurance Example: Formative UX Test
- 21. One Size DoesNot Fit All
- 22. Different Methods forDifferent Situations Enterprise Big Project Small/Maintenance UX Team Role • Own and execute all key UX activities • Review and approve all key UX activities • Provide tools and resources • Available for consultation Methods Used • All core methods • Select optional/advanced methods • All core methods • All core methods Tools
- 23. Staffing Models 10% …of work load …of head count …of development budget How much?
- 24. Staffing Model Whatkind? Customer Experience Team Long-term Project Support Team Day-to-Day (remote or co-located) (co-located) UX SMEs
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- 27. Three Layers Processes Methods
- 28. Now what? …Nowyou know how to do great UX work. So what? Who decides what work to do? In what order? What’s the time? Budget? Prioritization?
- 29. Processes Idea EvaluationUX research required? Yes No Use existing solution? Yes No New Solution No Prioritization– Estimates, Business Requirements, UX Methods / Resources Type of project Appropriate UX Methods Informed Decisions Day-to-Day Day-to-Day (non-technical) SDLC – Small / Enhancement SDLC - Strategic New solution fits with existing framework? Requires code change? No Yes Yes Low UX Involvement High UX UX
- 30. Three Layers Org Change Processes Methods
- 31. Now what? …Sonow you you know what work do and how to do it. So what?
- 32. Org Change •It’s unlikely that you’ll drastically change the DNA of your organization over night. • But, there are some common steps you can follow to begin the journey.
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- 34. Develop a RollOut Plan
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- 37. Become Part ofthe DNA UX UX UX UX
- 38. Three Layers Org Change Processes Methods
- 39. Thank You ContactUs Jeff Horvath, Ph.D. President [email protected] 608.658.2878 UserZoom www.userzoom.com 866.599.1550 Twitter: @userzoom Linkedin: https://www.linkedin.com/company/userzoom