Pre, Post, + Parallel Expriences: Keys To Understanding Your Customers’ Holistic Experience
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Building out an innovation lab for design ideation and exploration is an undertaking. Getting the right tools, supplies, physical space and materials for inspiration to support culture and empower your design dream-teams can take much time and resources – but that’s only the beginning. Frameworks and processes are cornerstones to effectively execute and churn out big ideas. In this talk, I’ll propose a framework for understanding our customers' hearts and minds that extends beyond the engagement with our organizations. Understanding these points can give you the ability to outthink, anticipate, and innovate on demands before even your customers know they have them.
- 1. wisdom + craft 1 Pre Experiences Post + Parallel Keys To Understanding Your Customers’ Holistic Experience @chrispalle @wisdomandcraft
- 2. 2 Intro
- 3. human-centricity 3 Private and Confidential
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- 5. 5 Innovation Lab Dreams
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- 9. 9 Innovation Lab Realities
- 10. 10 pictures of labs/think tanks/war Strategy rooms Protected/Guarded
- 11. 11
- 12. 12 Frameworks
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- 14. 14 Unhappy Designers Boundaries with perceived limitations
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- 17. 17 The Holistic Experience
- 18. 18 ?
- 19. 19 Holistic UX design starts with exploring and understanding user journeys in the larger ecosystem, and then works from back to the front, building a solid foundation in the platform layer before developing any user interface. Christian Crumlish @mediajunkie IA Summit 2014 http://www.slideshare.net/xian/holistic-ux-designing-ubiquitous-multidevice-experiences
- 20. 20 If there isn’t a corresponding infrastructure to take action on a holistic design solution, the work may be in vain—or, at least, significantly delayed. Christian Rohrer, PhD UXMatters.com 2011 @ChristianRohrer http://www.uxmatters.com/mt/archives/2011/01/barriers-to-holistic-design-solutions.php#sthash.2Eg71CnM.dpuf
- 21. 21 To make the best experience possible, we need to understand how the inputs change over time. …we can strategically monitor all the inputs and continually refine and influence the quality of our responses to those inputs. Justin Maxwell BayCHI February 2011 https://speakerdeck.com/303/11 @303 http://www.baychi.org/calendar/20110208/
- 22. 22 The Holistic Experience
- 23. 23 Group Exercise Think about a major decision you made recently. How did you decide or come to an awareness that there was problem that required a decision? What did you do to try to solve – what steps did you take? From the options you uncovered, how did you decide what to do? What were the attributes and how did you evaluate them to get to your conclusive decision?
- 24. 24 Now, You’re The Solution Provider
- 25. 25 Engaged
- 26. 26 Most Aware Least Aware Engaged Problem?
- 27. 27 Most Aware Least Aware Engaged Pre POST
- 28. 28 Most Control Least Control Most Aware Least Aware Engaged Pre POST
- 29. 29 Most Control Engaged Least Control Most Aware Least Aware Pre Parallel POST wisdom + craft
- 30. 30 Application
- 31. 31 Most Control Front Door continuous Engaged Least Control Most Aware Least Aware Pre Parallel POST ProbleLmis?tening Mechanisms™ Optimization Behavioral Attribution Finding Next Innovation Surprise + Delight Sending + Receiving Signals What Went Wrong?
- 32. wisdom + craft 32 Thanks! Cue dialogue @chrispalle @wisdomandcraft