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“Service is even more important than the product, because it is the experiences that are often remembered. Even more important than the customer experience is the value of the conceptual journey between brands and people, and service design is about creating delightful customer experiences, which in turn benefit businesses by enhancing brand loyalty and reducing the costs to serve.”
“It is easy to see that there are a few common ingredients across these different strategies, such as executive commitment, access to customers, new technical prototyping skills, and small, interdisciplinary teams. All of these ingredients are critical not only to UX, but also to developing the sort of bottom-up, risk-taking culture that is central to succeeding in the 21st century market. These skills are standard in the startup market where UX is increasingly appreciated as a key to success and value creation. The startup market is creating a new breed of business executives, like Jack Dorsey of Twitter and Square, who are impatient with requirements-driven waterfall product development processes. They think ‘UX-first’. The big challenge now is to drive these same skills into the more traditional, top-down management culture at big companies. The companies that get it right will be either be at the forefront of disrupting business or much more likely to thrive in the era of disruption.”
(Robert Fabricant a.k.a. @fabtweet ~ DesignMind frog)
“Materials, products, services … Experiences? Welcome to the newest evolution of economic value – and the companies that are earning big dividends by satisfying their customers on a deep, emotional level.”
(Lisa Roner ~ Compas)
“A lot of the problems with practitioners in our field arise because we are sometimes seen as almost anti-business. I’ve seen this attitude in the community, I’ve seen practitioners become zealots about the user, their feelings and their rights. They fight and resist decisions that are made for commercial benefit because they might impinge on the perfect user experience. This isn’t helped by an often evangelical, polemic and condescending attitude and language.”
“A mix of factors, ranging from commoditization to evaporating barriers to competition, are conspiring to push design to the fore of business thinking.”
(Cliff Kuang a.k.a. @cliffkuang ~ FastCo.Design) ~ courtesy of ronverwey
“Companies all over the world clearly need user experience designers, but even more, they need an excellent User Experience.”
(Marcin Treder a.k.a. @marcintreder ~ Designmodo) ~ courtesy of uxfactory
“I’m a big fan of the Lean Startup movement and love the underlying principle of testing, learning, and pivoting by experimenting with the most basic product prototypes imaginable – so-called Minimal Viable Products (MVP) – during the search for product-market fit. It helps companies avoid building stuff that customers don’t want. Yet, there is no underlying conceptual tool that accompanies this process. There is no practical tool that helps business people map, think through, discuss, test, and pivot their company’s value proposition in relationship to their customers’ needs. So I came up with the Value Proposition Designer (…)”
(Alexander Osterwalder a.k.a. @AlexOsterwalder ~ Business Model Alchemist)
“An overriding theme mentioned by many concerned the lack of understanding regarding the need for, execution of, and requisite resources required for User Experience Design. This resulted in insufficient importance given to design and inadequate resources being applied to it.”
“When companies don’t care about user experience, it is clearly reflected in the products they create. Although everyone can agree that software should be intuitive, user-friendly, and aesthetically pleasing, many managers aren’t willing to invest the time and resources it takes to build something compelling. A large part of our job as UX advocates, then, is explaining design’s impact on the company as a whole. Determining which battles to win and which battles to lose – even intentionally – can help you win the UX war.”
(Girish Gangadharan a.k.a. @appoosa ~ UX Booth)
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