Using Social Media to Improve User Experience
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Erling Amundson's IGNITE presentation on Using Social Media to improve User Experience presented at the UPA2012 conference.
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Using Social Media to Improve User Experience
- 2. 1 Billion People 1 /7 Are connected via social media
- 4. UX Professionals Offer Listening Collaboration Learning about users Identifying experience improvements
- 5. Understand User Engagement Refine Design
- 6. Awareness Removing Acquisition Troubleshooting User Engagement Installation Using Configuration Learning
- 7. Engaging with Twitter @customer I am frustrated with ProductX is bad. It shouldn’t be so hard to do TaskY. @support Sorry you are having problems. Have you seen the tips at http://t.co.abcdefg ? @customer Thanks. That is helpful. But, I still think the feature could be easier to use. @support I’d love to hear your ideas. Please DM me so we can chat more.
- 8. Social engagement is part of the experience
- 9. Socially Driven Design ™ “Feature Enhancement” Company + Author “Feature Released” Product Enhanced Prototype Business Author Unit Prototype 9
- 10. Socially driven design enables you to engage with users on an ongoing basis Relationships enable better participation by users in the design process
- 11. Socially Driven Design provides faster feedback Real-time data not days or weeks later
- 12. Socially Driven Design is Agile Continual conversation shortens feedback cycles
- 13. Social Media enables global Participatory Design
- 15. #UPA2012
- 16. Erling - Employed at Symantec - 20 years experience in UX/Usability Digital Strategist - MS Applied Psychology - Advanced Radian6 user “I want to create experiences that delight people” Recent Tweets: Mocking up a socially enhanced persona to Top Tasks: share at #upa2012. This is kind of cool. #ux - Identify and refine search keywords - Monitor social media mentions RT @KnowledgeBishop Most will say it can’t - Create socially driven UX methods be done: Prove them wrong. #BeTheOne Top Connections: Wondering why so many brands have a social presence but don’t respond to their customers questions. #cx #ux Events: CXPA Inaugural Conference October 19-20, 2011 UPA International 2012 Conference June 4-8, 2012 Groups:
- 17. Social breaks silos Align culture around great experience
- 18. More than Marketing Deliver an experience
- 19. Partner with a few key social leaders in your company Get Started Reach out to socially active customers
- 20. Let’s continue the Discussion: Twitter: @XDstrategy Email: erling_amundson@symantec.com Thanks to Alan Galindez for visual design assistance. Some images from stock.xchng at www.sxc.hu.
Notas del editor
- Engaging your users in social media doesn ’t just lead to a better user experience Why UX should lead social listening UX works to improve peoples ’ experience Using customer insights & building relationships to drive experience improvement Builds on traditional UX core skills But… (see next slide) You have research and data experience Different teams use social in different ways Guide conversations toward experience improvement
- Note: image from stock.xchng at www.sxc.hu
- Here is an example of a persona that includes data from social networks. Use things like where are they, what organizations and networks do they belong to, with whom are they connected, what are they saying in social media.
- Note: image from stock.xchng at www.sxc.hu