Date post: | 23-Jan-2018 |
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Why you should build a UX team
Jesmond Allen @jesmond
Yay!UX is having its day
“Customer value = business valueJeff Gothelf,Co-author Lean UX
“Good user experience is clearly good for business. Studies show that companies that invest in UX see a lower cost of customer acquisition, lower support costs, increased customer retention and increased market share…
Forbes.comUX is Good for Business, Nov 2015
“Digital transformation is about moving from organization-centric to customer-centric
Gerry McGovernCEO, Customer CarewordsAuthor,Transform: A rebel's guide for digital transformation
“We need partners to work with us, not for us
Tracy DoddsHead of Digital ServicesBristol City Council
Business drivers
Image: Jackie O https://flic.kr/p/9dbkFg
1Customer expectations
“An internal team that lives and breathes the organisation are much better set up to respond to shifting business and user priorities
Ben Whitehouse Head of Web, JISC
2Brand
“Branding is what people say about you when you are not in the room
Jeff BezosFounder & CEOAmazon
“The digital estate is the brand offering
Matt HallHead of UX and Digital DeliveryNationwide Building Society
Image: Keith Cooper https://flic.kr/p/dK2oa7
3Cost
konceptapp.com/blog/2015/12/03/how-much-would-you-pay-to-save-a-product-with-bad-UX/
4Intellectual property
“Outsourcing user research is like outsourcing your vacation
Jared Spool CEO/Founding PrincipalUser Interface Engineering
Image: https://pixabay.com/photo-1285364/
Bringing UX in-house
1Image: https://www.flickr.com/photos/upnorthmemories/2228550404
Put user experience at the heart of your company strategy
Set a vision for customer experience
www.gov.uk/design-principles
Embed user insights into your decision-making
Move from individual touch-points to considering the whole journey
2Build design capability
“You have to invest in UX in order to put the customer at the heart of the interaction
Jennie Blythe Head of Ecommerce and Customer ServiceWhistles
http://www.meldstudios.com.au/2016/08/09/how-our-skills-matrix-supports-candid-conversations-with-staff/
Image: https://commons.wikimedia.org/wiki/File%3ASimple_balance_scales-01.jpg
Customer expectations
Brand
Cost
Intellectual property
Image: https://flic.kr/p/e5Z6Mr
UX capability
Company strategy
UX vision
Omni-channel journeys
Digital brand Multi-disciplinary teams
User-centred design processes
Better promise, more value Image: Stuart Tayler and live|work
Jesmond AllenUX Consultant
[email protected]/in/jesmondallen www.slideshare.net/JesmondAllen
Any questions?