“We’re living in a cross-media world where the planning of brand experiences are key to success.”
(Jonas Persson a.k.a. @jonaspersson ~ Hello Future)
Brand Touchpoint Matrix: The planning of Brand Experiences
BX: Definitely inside-out.
Perspectives in Experience Design
Well done, Milan!
“For me, the word Experience in the context of Design work refers to the way people experience the world, and making everything we produce fit into their lives. The word preceding Experience is about the perspective you use when talking about someone’s experience, the roles and the scope you want to focus on. For an enterprise, this translates to the ways it chooses to appear in people’s lives.”
(Milan Guenther a.k.a. @eda__c ~ Blurring Boundaries)
“It is CX a new concept?”
“UX is an evolution of Web Usability”. Know your history I would suggest.
“CX is nothing more and nothing less than applying process analysis methods for better understanding how to create value through customer interactions across the multiple user’s touch points with the brand.”
(Isabel Fernández Peñuelas ~ The Customer Experience Journey)
Developing a User Centric Content Strategy
What’s wrong to make content just for yourself?
“Content should exist because there is a target set of audience – people who will read, watch, and/or look at your stuff. Keep in mind that the reason we are making content is not to make ourselves feel good, or to archive and document what our company is about. We make content for people – users who drop by in your site because they want to know you!”
(Sean Si a.k.a. @h3sean ~ SEO Hacker)
Why The User Experience Can Or Cannot Be Designed
Designing the right circumstances so the proper experiences can emerge.
“It seems an endless discussion whether the user experience can or cannot be designed. The difficulty of the discussion lies in the level of abstraction. I believe that is because everything is an experience and everyone is a user. There is no standard definition, nor consensus among the practitioners, of what experience design really is. In this article I hope to shed some light on the issue. I will share my thoughts about the difficulties to design the user experience and give some practical tips how to overcome this challenge.”
(Paul Olyslager a.k.a. @paulolyslager ~ Usabilia)
A Business Case For Transformative Services
And do transformative services deliver the same kind of experiences?
“What kind of services will we need to offer that will create both value in a changing society and a changing business environment? And what does value mean for individuals in a service context? In the following we want to look at ‘transformative services’ and the potential they offer for businesses. With transformative services we mean those services that change the way individuals or groups behave in order to foster wellbeing and satisfaction of the individual or group while providing sustainable business value.”
(Melanie Wendland a.k.a. @MelanieWendland ~ Conversations by Fjord)
Serif vs. Sans-Serif Fonts for HD Screens
Typography post in an usability context.
“Decent computer screens with pixel densities of 220 PPI or more lead to new usability guidelines for on-screen typography.”
Walt Disney, the world’s first user experience designer
Experience designer would be a better label.
“There’s a lot of best practices that Walt did that we as user experience designers should embrace and do. Here’s some of them (…)”
(Joseph Dickerson a.k.a. @josephdickerson)
Agile is Wrong for UX
Can there be such a thing as software products?
“When something is wrong, it deviates from truth or fact. And I can say, with more confidence than ever, that traditional Agile software development methodologies (i.e. Scrum) are wrong for UX. In order to prove my case, I want to take you back to the inception of Agile (as I have read and experienced it) and its related software development methodologies. Along the way, we’ll point out the reasons these methodologies are incompatible with the field of User Experience Design.”
(Elisabeth Hubert a.k.a. @lishubert)
5 Tips for Effective UX Leadership
Speak up, we want heroes or champions more than (self-proclaimed) gurus.
“Your leadership superpowers will flourish as you stay engaged with the people influencing your product, become a confident voice for the user, and own the success and failure of your projects. The users of the world need UX practitioners to save them from noise, clutter, and wasted time. Producing work is not the same as providing leadership and strategic value. In the real world, people aren’t born heroes; they’re forged in moments of need. Rise up and defend your users. You are the expert, so lead and others will follow.”
(Paul Holcomb a.k.a. @paulholcomb ~ UX Magazine)
From Islands To Ecosystem: Connecting Social, Digital + Mobile
Ecosystem thinking relates more to biology than design. Orchestrated growth.
“Today, the Web and the digital landscape looks dramatically different compared to the Internet’s frontier years.”
Taxonomy, Metadata, and Search
All the meta nodes in the conceptual layer explained.
Notes from Seth Earley’s Confab Workshop ~ “(…) your table of contents, which somewhat expresses the hierarchy, order, and relationships within your information, helps the reader understand at a glance the whole of the information. Even if the user doesn’t navigate his or her way through this sometimes maze-like TOC structure, not having the table of contents at all makes users uneasy. If you replace that table of contents with another sort of organization, something that doesn’t express the semantic relationships of the information components, your users may feel lost.”
Great Brands Are About Fusing Product And Service. How Do You Do It?
The next silver bullet for companies: appoint a CXO.
“Method’s Reuben Steiger offers five ways for creating an ecosystem of products and services — and thinking like a chief experience officer. (…) The days of perfect plans within a top-down hierarchy are over. Instead, we need to influence our companies to embrace shared values and product principles. Then, each of us can be a chief experience officer creating memorable experiences and a cohesive, engaging, and delightful brand.”
(Reuben Steiger a.k.a. @method_inc ~ Fast Co.Design) ~ courtesy of nicoooooon
13 Tenets of User Experience
If academic is European, then economic is definitely American.
“User experience is the net sum of every interaction a person has with a company, be it marketing collateral, a customer service call, or the product or service itself. It is affected by the company’s vision and the beliefs it holds and practices, as well as the service or product’s purpose and the value it holds in that person’s life.”
(Robert Hoekman, Jr a.k.a. @rhjr ~ Sliced)
Designing Services That Deliver 
The founding article (1984) of Service Design and service blueprints.
“Faced with service problems, we tend to become somewhat paranoid. Customers are convinced that someone is treating them badly; managers think that recalcitrant individual employees are the source of the malfunction. Thinly veiled threats by customers and managers are often first attempts to remedy the problem; if they fail, confrontation may result.”
(G. Lynn Shostack)
Just What is a UX Manager?
UX team lead or UX champion would be a better label.
“UX managers come with all sorts of fancy-pants titles. This isn’t about titles. This is about responsibilities. The core difference between a UX manager and the staff of a UX team is the responsibilities she holds. (…) Someone who manages user experience has stuck their neck out and said they’ll deliver business outcomes through improving the experience that customers have with a product or service. That doesn’t mean soft results like better user testing results, that means delivering the things businesses ultimately care about: adoption, growth, revenue, retention, and margins.”
(Brandon Schauer a.k.a. @brandonschauer ~ Adaptive Path)
Business Model Canvas for User Experience
Any tool extends the human body and mind.
“First nitpick, the customer should be the focus of the canvas. You’re reading this sentence left to right, the canvas is the same. The Business Model Canvas is organized chronologically because it’s made by business people, for business people, and it’s based on a supply chain.”
(Tristan Kromer a.k.a. @TriKro ~ Grasshopper Herder)
The definition of content strategy
Sounds simple: two thousand words of copy a month makes you a thought leader in the end.
“Through your content strategy you should describe your firm’s expertise as clearly and openly as possible. You want to be generous with the knowledge you share through your site’s content strategy. This idea makes many agencies feel uncomfortable (…)”
(Mark O’Brien a.k.a. @NewfangledMark ~ Newfangled)
Service Design: Beyond Customer Journey Mapping
Everything you can design, you can model and depict.
“Often, Service Design approaches can ask too much of an organization too soon. The difficulty is how to implement the opportunities uncovered from customer journey mapping. We recognize that companies work in silos and don’t change quickly. We’ve come up with ways to guide organizations through prioritized decision-making that will result in a meaningful change to the customer experience. This webinar will focus on sharing consulting experiences and thoughts on how organizations can adopt Service Design in a manner that focuses effort and drives measurable business outcomes which work within existing organizational structures.”
The Past and Future of Experience Design: What a difference 10 years make
One tends to forget how long some of our histories are.
“(…) we need to better understand business language, issues, and concerns. To have the influence we think we should, we need to enlarge the solutions we create so that they can operate effectively in the economic and political systems of business. Experience isn’t just something that gets imagined and designed. It gets funded, delivered, and managed.”
(Nathan Shedroff a.k.a. @nathanshedroff ~ Boxes and Arrows) ~ courtesy of janjursa