June 16, 2009 in
conferences with
Here is a dump of my live tweets during Luke’s presentation at UX London. I’m writing a more coherent version of this for Johnny Holland
Next up at #uxlondon @lukewdesign
How do all the things like design patterns, best practices, design principles, design visions etc. fit together?
imagine having 590 Million customers and 10K stakeholders… that’s Yahoo.com. Design that homepage!
Parti = the big idea
A parti is different to a vision statement bc it is expressed through the language of design incl. experiential and aesthetic
tech opportunity, resource alightment, company strategy, market factors, customer insights, all contribute to Parti
Parti derives from usage metrics, customer feedback, market trends, corporate strategy, revenue objectives, concept testing….
Yahoo.com Parti – ‘the dashboard for what you love on the web’
emerging theme from #uxlondon – communicating your design work/principles effectively is as important as the design work you’re doing.
It’s not about having control over this big idea, it’s about being able to get everyone aligned around it.
no one customises/personalises. (@lukewdesign
The top of the Design Sandwich is Design Principles (Jensen Harris’ MS Design Tenets on screen for the 2nd time today)
Good idea or no? Someone has an idea, evaluate that idea against your design principles – does that idea align with principle?
Design Considerations are at the bottom of the Design Sandwich (Opportunities & Limitations)
What is Best Practice? Not how you can solve a problem but how you should solve it.
in situations where bad decisions happened, people lacked some information that would have helped make the right decision @jmspool
the rest of the design sandwich (the filling) = design patterns, best practices and research/testing.
a poor designer will attempt to hold onto a failed parti, thus losing the integrity of the whole. Create another parti!
June 16, 2009 in
conferences with
Here is a dump of my live tweets during Eric’s presentation at UX London. I’m writing a more coherent version of this for Johnny Holland
Eric Reiss on stage talking E-Service (if you want it done right, do it yourself).
Service is 100% about user experience, but UX is not 100% about service.
‘here you’ve got another middle aged white man to tell you what you should be doing’
Lesson 1: Service management is a process not a program
Willing to lay bets that Eric didn’t fly British Airways to London ;)
‘i’m so paranoid about flying British Airways that I take photos of my luggage before I fly with them’
happy customers tell on average 3 people. Eric is v unhappy and telling hundreds. (The av. unhappy only tells about 17 tho’)
Service: there is nothing tangible about service, the experience is the value
service: quality assurance needs to happen *before* production
We don’t want interaction! – we want to minimise our interaction!
3 Types of services: Help, Enhance, Fix
Reading between the rants: customer service is old school and you new school kids are getting most of it wrong. Be more thoughtful
Eric: the problem is that the people who really know Service Management don’t know our (digital) industry. And vice versa.
June 16, 2009 in
conferences with
Here is a dump of my live tweets during Peter’s presentation at UX London. I’m writing a more coherent version of this for Johnny Holland
the legacy of org chart mentalities is silo-ing the customer experience, the website is only one part. Need to get up the chain
use mental models and personas to understand goals, behaviours and what keeps your customer up at night worrying
Customer experience is not something that the organization buys, it’s a mindset it adopts.
Experiences> Interactions> Touchpoints> Procedures> Systems. Good UX starts at Experience, most companies start at Systems
consider Experience Principles, not just ‘voice’ as a foundation of Brand
Need to figure out how to communicate what we want to do in order to get others to embrace it.
What are u doing to get other people excited about the opportunities? What can u do to communicate ur ideas to get people inspired
we need to think of design as ACTIVITY – that a whole organisation can engage in. We become faciliators #uxlondon (ed note: +++ )
Everyone from the CEO down can be involved in collaborative design processes. Collaboration doesn’t make it slower.
Q: how do we get good experience without a visionary CEO? A: A good set of experience principles helps develop vision from within
