35 search results for
asset

How to Create an Entirely Different(iated) Customer Experience

Added on 24 September 2012 Peter Bogaards
Oh wow! Another consultancy firm gets CX on its radar. Almost no ‘design’ mentioned.

“Creating a unique customer experience is one of the best ways to achieve sustainable growth, particularly in industries that are stagnating. If a telco, a utility, or an insurance company can create a highly differentiated customer experience that turns dissatisfaction or indifference into delight, it will recruit an army of vocal advocates online and offline, gain market share, and generate revenue growth.”

(A.T. Kearney)

Internet Skills: Vital Assets in an Information Society

Added on 25 November 2010 Peter Bogaards
“This dissertation is about being able to keep up with the digitalization of contemporary society. It starts with a brief historical overview of changes in communication technologies and the increasing demands they have put on users. Special attention in this chapter is given to the communication technology that in a relatively short periode of time has vastly changed the way information is collected and used: the Internet.” (Alexander J.A.M. van Deursen)

Surprise as a design strategy PDF Logo

Added on 25 February 2010 Peter Bogaards
“A surprise reaction to a product can be beneficial to both a designer and a user. The designer benefits from a surprise reaction because it can capture attention to the product, leading to increased product recall and recognition, and increased word-of-mouth. Or, as Jennifer Hudson puts it, the surprise element ‘elevates a piece beyond the banal’. A surprise reaction has its origin in encountering an unexpected event. The product user benefits from the surprise, because it makes the product more interesting to interact with. In addition, it requires updating, extending or revising the knowledge the expectation was based on. This implies that a user can learn something new about a product or product aspect.” (Geke D.S. Ludden, Hendrik N.J. Schifferstein & Paul Hekkert)

The History of Information Architecture

Added on 7 April 2008 Peter Bogaards
“Leading-edge organizations are constantly looking for ways to improve their employees’ abilities to innovate and create, and information architecture plays a critical role. Listen as Gartner analyst Whit Andrews speaks with Alex Wright – information architect for the New York Times – about his recent book, Glut.” (Whit Andrews – Gartner Voice)

UX research is essential to product success

Added on 25 September 2018 Peter Bogaards

Seeing, knowning, and understanding are just part of wisdom.

“To change the mindset of your stakeholders from being naysayers to being advocates for user research, you must help them understand how research can add value to their product and that learnings from user research are an indispensable asset to a product team.”

Apurvo Ghosh a.k.a. /apurvo-ghosh-hfi-cua™ | @Apurvo_Ghosh ~ UXmatters ★

Algorithm-driven design: How artificial intelligence is changing design

Added on 3 January 2017 Peter Bogaards

Algos as the augmentation tools for designers.

“I’ve been following the idea of algorithm-driven design for several years now and have collected some practical examples. The tools of the approach can help us to construct a UI, prepare assets and content, and personalize the user experience. The information, though, has always been scarce and hasn’t been systematic. However, in 2016, the technological foundations of these tools became easily accessible, and the design community got interested in algorithms, neural networks and artificial intelligence. Now is the time to rethink the modern role of the designer.”

Yury Vetrov a.k.a. @jvetrau ~ Smashing Magazine ★

The biggest problem facing UX design

Added on 7 November 2016 Peter Bogaards

Must be multiple problems.

“As with many trends that have seen a rapid rise, there is a strong likelihood that there may be an equally strong decline in UX design. It is fear of this risk that is prompting many UX designers to call for their fellows to prove their value. It stands to reason that, if designers can prove their worth and, thus, convince their employers that design is providing a strong return on investment (ROI) to them, they’ll have no choice but to keep championing designers. Now, if that were easy, nobody would have a worry, but it’s not. How can design – something that companies have traditionally assessed according to the taste of a few important people – prove to a company that it’s providing real, measurable value? How can UX designers show that they are actually valuable, strategic assets who can impact all areas of a business?”

Ben Newton a.k.a. /bencnewton | @ben_c_newton UXmatters ★

Good design drives shareholder value: 2014 design value index results and commentary

Added on 22 May 2015 Peter Bogaards

2015 version coming soon, because ‘the results are in’.

“The 2014 Design Value Index shows us for a second year that corporations that put an emphasis on design as a strategic asset perform significantly better than those that do not. As corporate design capabilities mature, executives are able to direct this power towards their companies’ most challenging problems. This, in turn, allows design-driven companies to grow faster, and often with higher margins, due to the exceptional customer experiences they are uniquely positioned to create. Key trends identified through this work include the rise of user-experience (UX) design as a sub-discipline whose growth is expected to outpace all other design disciplines as the number of digital interfaces expand and the significant investment in internal design capabilities under way in many large U.S. companies today, as we see from DVI companies Intuit and IBM .”

(Jeneanne Rae a.k.a. @JeneanneMRae ~ Design Management Institute) ★

IBM is banking on design’s ROI

Added on 24 April 2015 Peter Bogaards

What else do you need to be convinced that Design has made it into The Enterprise.

“Companies of all sizes are recognizing that by taking a design-first approach to product development, they can improve profit. I recently sat down with Phil Gilbert, GM of design at IBM, to discuss how he is helping to lead the transformation to a design-first company within IBM. Adopting design as a key corporate asset may seem like a no-brainer, but for a company of more than 350,000 employees, it’s a massive undertaking. IBM hasn’t been quiet about its plans to hire 1,000 designers over the course of five years and embed design in product teams throughout the organization.”

(Mary Treseler a.k.a. @marytreseler ~ O’Reilly Radar) ★

Intelligent content demystified: A practical, easy-to-understand explanation

Added on 12 March 2015 Peter Bogaards

I’m more into smart content. Smart as in CIA (CPU, Internet, and API).

“In very simple terms (…) intelligent content is an approach. Intelligent content is the approach of thinking through the way we structure (organize) and manage content – so that it can be managed as a strategic asset.”

(Robert Rose a.k.a. @Robert_Rose ~ Content Marketing Institute) ★

How do we solve the enterprise UX skills gap?

Added on 17 June 2014 Peter Bogaards

The enterprise finally gets the UX fever. Designers at the cutting enterprise edge.

“As CIOs grapple with the UX imperative sparked by business users and consumer apps, skills gaps will cause migraines. Catering to scarce UX rock stars will be less effective than forming balanced teams. Fortunately, some designers have already dealt with UX rethinks on mobile app creation – they’ll be an asset. Then there is the whole matter of Web UX versus overall customer experience, leading us to the enormous challenge of a great customer experience across channels.”

(Jon Reed a.k.a. @jonERP ~ Diginomica)

Using service blueprints to create a holistic experience

Added on 25 March 2013 Peter Bogaards
Every field is entitled to its own deliverables.

“Service blueprints contain several foundational concepts for a service designer such as, value exchanges and touchpoints. They are fundamental tools for clarifying the interactions between customers, digital touchpoints, and employees because they reveal how these are supported by ‘backstage’ activities (essentially, everything the customer does not see). Blueprints can be invaluable assets for interaction designers working on multichannel services and digital products especially when there is a mix of digital and human-to-human interfaces.”

(Izac Ross ~ Moment)

UX Strategy on the Job: An Interview with Three UX Strategists

Added on 12 November 2012 Peter Bogaards
From business, through digital to C/UX strategy. The plan to achieve the vision.

“The statement that they agreed to participate is significant. Some of the people I asked to participate in this interview said their companies wouldn’t allow it. A couple of the UX Strategists who did participate said that they would have to send their responses all the way up the command chain for editing and approval. Why the secrecy? Why can’t UX Strategists share their craft openly like other UX professionals do when they discuss things like Photoshop filters or research methods or JavaScript tips? It’s because a UX strategy is a valuable asset that companies want to protect: a battle plan for success in the digital realm.”

(Paul Bryan a.k.a. @paulbryan ~ UXmatters)

End-User Development

Added on 30 November 2011 Peter Bogaards
Significant body of work on this type of software development. But what about design?

“End-User Development (EUD) is inherently different from traditional software development, and trying to support EUD by simply mimicking traditional approaches is often insufficient to produce successful results. End users usually do not have training in professionals’ programming languages, formal development processes, or modeling and diagramming notations. Moreover, end users often lack the time or motivation to learn these traditional techniques, since end users usually write code in order to achieve a short- or medium-term goal rather than to create a durable software asset that will produce a continuing revenue stream. Consequently, supporting EUD requires providing appropriate tools, social structures, and development processes that are highly usable, quickly learned, and easily integrated into domain practice.”

(Margaret M. Burnett and Christopher Scaffidi ~ Interaction-Design.org)

Service Design: The Most Important Term You Haven’t Heard Of

Added on 17 October 2011 Peter Bogaards
Even fleet owners need to understand service design.

“Service design is a relatively new discipline that asks some fundamental questions: What should the customer experience be like? What should the employee experience be like? How does a company remain true to its brand, to its core business assets and stay relevant to customers? It has grown as our economies have moved from being primarily manufacturing based to service based, and as our world becomes increasingly complex, networked, and interconnected via technology. It uses design methodologies, but applies new, heuristic design tools to develop service models that delight both users and employees who deliver services. A service designer isn’t just rational and analytical, but uses creative insight and inspiration to help organizations develop innovative services.”

(Darren Weiss ~ The SmartVan)

The User Experience of the BBC News

Added on 11 July 2011 Peter Bogaards
“In a news environment, there is ultimately one asset that the web designer has to enhance and protect. Credibility. News is all about telling a believable version of real life. A brand as well established as the BBC’s naturally goes a long way to distinguish its content from lesser-known, opinion-led publishers. But all brands are vulnerable to erosion if the presentation doesn’t do them justice. The painstaking work that goes into the BBC’s online output – the designer’s understanding of what its content really is, who its readers are, what flavours of content to mix, and the mastery of formal methods of presentation – is all part of the never-ending preparation and re-preparation of an enticing Bento box.”

(Tammy Gur ~ Johnny Holland Magazine)

Content/Communication

Added on 12 April 2011 Peter Bogaards
“The way we talk about our content has significant impact on the way we treat it within our organizations… and, therefore, the quality of the content we produce. How can we make the shift from treating content as a commodity to valuing it as a business asset? With a little storytelling and the help of a few powerful metaphors, you can begin to turn the tides.” (Kristina Halvorson ~ Webstock 11 videos)

The Elegant Architecture of the Customer Experience

Added on 25 May 2010 Peter Bogaards
“People are the most vital asset when designing and crafting a unique customer experience. Disciplined execution requires a robust set of processes to ensure efficiency and uniformity and keep pace with the burgeoning scalability requirements of the enterprise. Automated systems are vital to augment productivity of operations and to fulfill accuracy, efficiency, effectiveness, reliability and scalability needs.” (E-Commerce News)