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 – coming soon!
- 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