The document describes the need for designing cross-channel experiences that are consistent, convenient, connected, contextual, and span different touchpoints and times. It discusses examples of both good and bad cross-channel experiences, and outlines five principles for designing holistic experiences. Tools mentioned for mapping cross-channel experiences include stakeholder interviews, field research, touchpoint matrices, service inventories, and experience maps. The overall message is that users interact with brands through many different channels, so the design must consider the entire experience across all touchpoints.
How to Design for the Future - Cross Channel Experience DesignSamantha Starmer
This document discusses cross-channel experience design. It begins by asking who the audience members are and what they hope to learn. It then discusses some of the key challenges of designing experiences across multiple channels like websites, mobile apps, physical stores, etc. The document presents five principles for cross-channel design: providing a consistent experience, making the experience convenient across channels, ensuring transitions between channels are connected, tailoring the experience to the user's current context, and designing experiences that span time across different touchpoints. It concludes by offering five methods for approaching cross-channel design, such as thinking in terms of services rather than individual channels, collaborating across organizational boundaries, testing designs by observing user behaviors, being comfortable with ambiguity and iteration
The Future of Design is Not Just the Web - Web Visions Workshop 2011Samantha Starmer
The document discusses designing cross-channel experiences. It begins by explaining that customers experience brands across multiple touchpoints and channels, both digital and physical. The key is to design experiences that are convenient, connected, consistent, contextual, and span across time.
The document then provides five principles and five methods for cross-channel design. The principles are to make experiences convenient, connected, consistent, contextual, and spanning across time. The methods are to think in terms of services, share design work across teams, start by observing customer behaviors, be comfortable with ambiguity, and focus on customer needs rather than specific solutions.
Finally, the document discusses various discovery and solution activities for cross-channel design, such as stakeholder interviews
The document summarizes a presentation on cross-channel design given by Jess McMullin and Samantha Starmer. The presentation covered what cross-channel design is, why organizations should care about it, how to sell the need for it within an organization, using a case study and field research experience to discover touchpoints across channels, and various tools and methods for designing cross-channel solutions such as journey mapping, touchpoint matrices, and paper prototyping.
The Future of Design isn't Just the Web - WebVisions 2011 WorkshopSamantha Starmer
Cross-channel design aims to provide a seamless experience for customers across digital and physical touchpoints. The document discusses the need for designing experiences that are convenient, connected, consistent, and contextual across channels over time. It provides five principles and five methods for cross-channel design, including thinking in terms of services, sharing design processes, starting with small experiments, embracing discomfort, and focusing on customer needs over specific solutions. Discovery activities like interviews, research, and experience mapping are recommended to understand the current customer journey. Solution techniques include mental models, storytelling, service blueprints, and touchpoint matrices to holistically design experiences across channels.
Create Successful Cross Channel Experiences - IA Summit 2011Samantha Starmer
The document discusses the importance of designing cross-channel experiences that are convenient, consistent, connected, contextual, and span time. It provides 5 principles and 5 methods for holistic experience design across digital and physical touchpoints. The principles are to think of services, share resources openly, gain diverse perspectives, address discomfort, and focus on user needs over solutions. Methods include documenting journeys, mapping experiences, understanding backend systems, storytelling, and cross-training teams. Tools involve using experience maps, getting different perspectives, telling stories, and cross-training teams in other disciplines. The talk encourages designing for the holistic experience rather than any single channel.
The gap between physical and digital has blurred: we use Wiis to get in shape, computers to order a pizza, or our smartphone’s GPS to find hot dates. People want to interact with products and services when they want to and how they want to – and that’s not always on the web.
The future of design is everywhere the customer touches our product or service - digital or physical. User experience practitioners must move beyond the screen to designing a holistic customer experience that is seamless across channels and devices.
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Ple...Samantha Starmer
The document discusses the need for experience designers to design holistic experiences that span both digital and physical channels, as well as multiple platforms. It notes that traditional boundaries are blurring as technology becomes ubiquitous and information can be accessed anywhere. The author advocates designing for the "space between" interactions by focusing on consistency of information and user journeys across channels to create a seamless overall experience. Experience design must look beyond individual websites or apps to consider all points of customer contact.
The document discusses designing holistic experiences that span both digital and physical channels. It recommends designing for the "space between" interactions by considering the full customer journey. Five principles are outlined for cross-channel design: convenient, connected, consistent, contextual, and cross-time. Five methods and tools are also presented: thinking in terms of services; sharing design work; starting with observations; embracing discomfort; and focusing on customer needs over specific solutions. The overall message is that customers experience brands through all touchpoints, so design must consider the integrated experience.
How to Design for the Future - Cross Channel Experience DesignSamantha Starmer
This document discusses cross-channel experience design. It begins by asking who the audience members are and what they hope to learn. It then discusses some of the key challenges of designing experiences across multiple channels like websites, mobile apps, physical stores, etc. The document presents five principles for cross-channel design: providing a consistent experience, making the experience convenient across channels, ensuring transitions between channels are connected, tailoring the experience to the user's current context, and designing experiences that span time across different touchpoints. It concludes by offering five methods for approaching cross-channel design, such as thinking in terms of services rather than individual channels, collaborating across organizational boundaries, testing designs by observing user behaviors, being comfortable with ambiguity and iteration
The Future of Design is Not Just the Web - Web Visions Workshop 2011Samantha Starmer
The document discusses designing cross-channel experiences. It begins by explaining that customers experience brands across multiple touchpoints and channels, both digital and physical. The key is to design experiences that are convenient, connected, consistent, contextual, and span across time.
The document then provides five principles and five methods for cross-channel design. The principles are to make experiences convenient, connected, consistent, contextual, and spanning across time. The methods are to think in terms of services, share design work across teams, start by observing customer behaviors, be comfortable with ambiguity, and focus on customer needs rather than specific solutions.
Finally, the document discusses various discovery and solution activities for cross-channel design, such as stakeholder interviews
The document summarizes a presentation on cross-channel design given by Jess McMullin and Samantha Starmer. The presentation covered what cross-channel design is, why organizations should care about it, how to sell the need for it within an organization, using a case study and field research experience to discover touchpoints across channels, and various tools and methods for designing cross-channel solutions such as journey mapping, touchpoint matrices, and paper prototyping.
The Future of Design isn't Just the Web - WebVisions 2011 WorkshopSamantha Starmer
Cross-channel design aims to provide a seamless experience for customers across digital and physical touchpoints. The document discusses the need for designing experiences that are convenient, connected, consistent, and contextual across channels over time. It provides five principles and five methods for cross-channel design, including thinking in terms of services, sharing design processes, starting with small experiments, embracing discomfort, and focusing on customer needs over specific solutions. Discovery activities like interviews, research, and experience mapping are recommended to understand the current customer journey. Solution techniques include mental models, storytelling, service blueprints, and touchpoint matrices to holistically design experiences across channels.
Create Successful Cross Channel Experiences - IA Summit 2011Samantha Starmer
The document discusses the importance of designing cross-channel experiences that are convenient, consistent, connected, contextual, and span time. It provides 5 principles and 5 methods for holistic experience design across digital and physical touchpoints. The principles are to think of services, share resources openly, gain diverse perspectives, address discomfort, and focus on user needs over solutions. Methods include documenting journeys, mapping experiences, understanding backend systems, storytelling, and cross-training teams. Tools involve using experience maps, getting different perspectives, telling stories, and cross-training teams in other disciplines. The talk encourages designing for the holistic experience rather than any single channel.
The gap between physical and digital has blurred: we use Wiis to get in shape, computers to order a pizza, or our smartphone’s GPS to find hot dates. People want to interact with products and services when they want to and how they want to – and that’s not always on the web.
The future of design is everywhere the customer touches our product or service - digital or physical. User experience practitioners must move beyond the screen to designing a holistic customer experience that is seamless across channels and devices.
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Ple...Samantha Starmer
The document discusses the need for experience designers to design holistic experiences that span both digital and physical channels, as well as multiple platforms. It notes that traditional boundaries are blurring as technology becomes ubiquitous and information can be accessed anywhere. The author advocates designing for the "space between" interactions by focusing on consistency of information and user journeys across channels to create a seamless overall experience. Experience design must look beyond individual websites or apps to consider all points of customer contact.
The document discusses designing holistic experiences that span both digital and physical channels. It recommends designing for the "space between" interactions by considering the full customer journey. Five principles are outlined for cross-channel design: convenient, connected, consistent, contextual, and cross-time. Five methods and tools are also presented: thinking in terms of services; sharing design work; starting with observations; embracing discomfort; and focusing on customer needs over specific solutions. The overall message is that customers experience brands through all touchpoints, so design must consider the integrated experience.
The document discusses how to incorporate user experience (UX) design principles into agile development processes. It recommends conducting quick user interviews to understand user needs, creating low-fidelity prototypes to test early with users, and iterating the prototypes based on user feedback to refine the design. Conducting rapid and frequent user testing is important to iteratively improve the design and ensure it meets user needs. Adopting an agile mindset of frequent collaboration, iteration and user feedback is key for meaningful UX work.
Building and Evangelizing Holistic Experience Design - DMI Seattle 2011Samantha Starmer
The document provides guidance on designing holistic experiences by outlining strategies across four areas: expanding your mind, creating a vision, building a path, and just doing it. It suggests expanding one's mind by breaking out of silos, making new friends outside one's usual circles, getting outside of one's comfort zone, and finding comfort in discomfort. It recommends creating a vision by understanding the big picture, following a clear goal, storytelling to excite others, and leading change. It advises building a path by listening holistically, understanding executives' goals, managing stakeholders, and removing obstacles. Finally, it suggests just doing it by not waiting for permission, trying new things, using metrics, and starting small.
Designing for Holistic Cross Channel ExperiencesSamantha Starmer
UX Israel Studio 2013 workshop. Much of the structure and content is similar to other workshop presentations I've posted, but there are some new examples and exercises.
The document discusses designing cross-channel experiences. It recommends designing for the holistic customer experience across channels rather than any single channel. It provides 5 principles for cross-channel design including convenience, consistency, and experiences that span time. It also offers 5 methods like thinking in terms of customer services and 5 tools including documenting experiences and experience mapping. The document advocates letting customers' experiences guide design rather than technology or design disciplines.
The Holistic Customer: Beyond the Website Experience - Managing Experience 2010Samantha Starmer
The document discusses designing for a holistic customer experience across all channels of a brand. It recommends using metrics and tools from various disciplines like experience design, customer journey mapping, and ubiquitous computing to understand customer interactions from all entrances. The key is providing a consistent brand experience while optimizing each channel's capabilities. Designing holistically requires listening to customer feedback from all sources and involving different departments beyond just the website to improve the overall experience.
Get a Seat at the Strategy Table - WebVisions 2011Samantha Starmer
To get a seat at the strategy table, one must understand the organization's strategic goals and objectives, know how decisions are made, and think about long term changes. It is important to build relationships with allies, know potential opponents, and have important conversations before proposing new ideas. One should pick their battles wisely, help others' goals, and offer solutions, preferably with proposed solutions or already implemented solutions. It is also important to learn how executives communicate, listen more than speaking, and become comfortable discussing strategy with executives.
Airline digital channels: Starting the conversationmarc mcneill
The document discusses how airlines can provide a seamless digital experience for customers across different traveler profiles and touchpoints. It describes journeys for 4 types of travelers - a group leisure traveler, business traveler, individual leisure traveler, and bargain hunter. It outlines how digital channels can be used to plan, book, get flight status updates and provide a consistent experience on web, mobile and at the airport. The goal is to create experience-based differentiation for customers through digital interactions.
This document provides links to articles about SEO hosting from various blogs and websites. SEO hosting refers to web hosting services that are optimized for search engine optimization through techniques like fast page loading speeds, clean coding practices, and prioritizing mobile-friendliness. The links cover topics like what features to look for in an SEO hosting provider and how the right hosting can help improve a website's visibility.
The document contains a list of over 200 URLs of social bookmarking websites and services. Some of the more popular ones listed include delicious.com, digg.com, reddit.com, and blinklist.com. The list also includes many lesser known bookmarking sites across 12 pages.
We carry a screen with us at all times, yet technology is already evolving beyond the screen. We must design beyond screens to ensure we can be leaders wherever, whenever and however interactions are going.
This workshop provides examples of where expertise should be leveraged beyond where many designers are currently involved and how to begin.
Innovation is driven by hope and fear. By humans dreaming of a better place.
Emerging technologies are maintaining scale and deflation, accelerating the pace of change, having a profound impact on how societies, institutions, businesses and individuals interact.
Emerging societal, economical and political realities are reshaping how we perceive the future, mapping dynamics closer to those of emerging markets.
Emerging values of trust, openness and nodal relationships are re-structuring the agora, the marketplace of ideas and goods.
The emergence of new identities, facilitated by technologies and enabled by new values, is the new revolution. A peer-to-peer revolution.
Talk given at the Europe Venture Summit, Startup AddVenture, in Kiev, Ukraine, on December 2013.
On a personal note, this is the fourth time I've given a similar presentation, surrounded by an atmosphere of uprising, after Athens, Rio de Janeiro and Bangkok.
The document is a list of over 100 URLs linking to a blog that provides various types of media content including display pictures (DP) for Blackberry Messenger (BBM), motivational quotes, photos of celebrities and models, religious songs, architectural designs, and more. The blog covers topics such as love, humor, religion, and culture.
The document is a letter from Bethany Pierce and Ellen Dubinsky, librarians at Bridgewater State University's Maxwell Library. It provides their contact information, including their names, titles, departments, and email addresses. The letter was sent on August 18, 2011 regarding their roles at Maxwell Library.
Top 150 high pr dofollow profile creation sites list 2017Munna Hossain
The passage discusses the importance of teaching children about money at a young age through activities like allowing them to make purchases and helping with household financial tasks. Starting financial education early can help children understand money management and make responsible decisions as adults. Learning about earning, spending, saving and sharing money in a fun, stress-free way during childhood has long-lasting benefits.
It's a strange world after all- Wim JanssensMonkeyshot
Monkeytalk Fall 2014
We leven in een zeer boeiend tijdperk. Zonder dat we het misschien zelf beseffen, zijn we allemaal onderdeel van een enorme verandering in hoe we leven en omgaan met elkaar en onze omgeving. Met enkele handige voorbeelden gaan we eventjes mee in de wereld van Wim die vooral gekenmerkt wordt door het constant in vraag stellen van vanzelfsprekendheden.
This document lists the author's top ten online tools, including social networks like Facebook and Skype, professional networks like LinkedIn, encyclopedias like Wikipedia, video sites like YouTube, document sharing sites like Scribd, online retailers like Amazon, search engines like Google, presentation platforms like SlideShare, auto classifieds like Mobile.de, and games sites like Miniclip. It also jokes about considering but abandoning the idea of including a porn site.
This workshop will introduce technologies to engage adult learners including new social networking tools to support volunteers, mobile technologies to promote programs, and free online tools to effectively manage an organization. The workshop will expose participants to audio/video, image, presentation, learning, sharing and other technology tools for learning and collaboration. Always check copyright and licensing before using tools.
Nerd presentations are often boring because presenters use technical jargon, speak in a monotone, and include cluttered graphics. The document provides tips for making nerdy presentations more engaging, such as limiting technical terms, incorporating vibrant speech, using clear visuals that illustrate one main point, and focusing on speaking to the audience rather than reading slides verbatim. Presenters are encouraged to adopt a casual style and avoid overly conservative attire.
Ubiquitous Information Architecture: Cross-Channel StrategyPeter Morville
Peter Morville's talk about Ubiquitous Information Architecture and Cross-Channel Strategy at the 2012 IA Summit in New Orleans. Also, see the Prezi, Understanding IA.
The document discusses how to incorporate user experience (UX) design principles into agile development processes. It recommends conducting quick user interviews to understand user needs, creating low-fidelity prototypes to test early with users, and iterating the prototypes based on user feedback to refine the design. Conducting rapid and frequent user testing is important to iteratively improve the design and ensure it meets user needs. Adopting an agile mindset of frequent collaboration, iteration and user feedback is key for meaningful UX work.
Building and Evangelizing Holistic Experience Design - DMI Seattle 2011Samantha Starmer
The document provides guidance on designing holistic experiences by outlining strategies across four areas: expanding your mind, creating a vision, building a path, and just doing it. It suggests expanding one's mind by breaking out of silos, making new friends outside one's usual circles, getting outside of one's comfort zone, and finding comfort in discomfort. It recommends creating a vision by understanding the big picture, following a clear goal, storytelling to excite others, and leading change. It advises building a path by listening holistically, understanding executives' goals, managing stakeholders, and removing obstacles. Finally, it suggests just doing it by not waiting for permission, trying new things, using metrics, and starting small.
Designing for Holistic Cross Channel ExperiencesSamantha Starmer
UX Israel Studio 2013 workshop. Much of the structure and content is similar to other workshop presentations I've posted, but there are some new examples and exercises.
The document discusses designing cross-channel experiences. It recommends designing for the holistic customer experience across channels rather than any single channel. It provides 5 principles for cross-channel design including convenience, consistency, and experiences that span time. It also offers 5 methods like thinking in terms of customer services and 5 tools including documenting experiences and experience mapping. The document advocates letting customers' experiences guide design rather than technology or design disciplines.
The Holistic Customer: Beyond the Website Experience - Managing Experience 2010Samantha Starmer
The document discusses designing for a holistic customer experience across all channels of a brand. It recommends using metrics and tools from various disciplines like experience design, customer journey mapping, and ubiquitous computing to understand customer interactions from all entrances. The key is providing a consistent brand experience while optimizing each channel's capabilities. Designing holistically requires listening to customer feedback from all sources and involving different departments beyond just the website to improve the overall experience.
Get a Seat at the Strategy Table - WebVisions 2011Samantha Starmer
To get a seat at the strategy table, one must understand the organization's strategic goals and objectives, know how decisions are made, and think about long term changes. It is important to build relationships with allies, know potential opponents, and have important conversations before proposing new ideas. One should pick their battles wisely, help others' goals, and offer solutions, preferably with proposed solutions or already implemented solutions. It is also important to learn how executives communicate, listen more than speaking, and become comfortable discussing strategy with executives.
Airline digital channels: Starting the conversationmarc mcneill
The document discusses how airlines can provide a seamless digital experience for customers across different traveler profiles and touchpoints. It describes journeys for 4 types of travelers - a group leisure traveler, business traveler, individual leisure traveler, and bargain hunter. It outlines how digital channels can be used to plan, book, get flight status updates and provide a consistent experience on web, mobile and at the airport. The goal is to create experience-based differentiation for customers through digital interactions.
This document provides links to articles about SEO hosting from various blogs and websites. SEO hosting refers to web hosting services that are optimized for search engine optimization through techniques like fast page loading speeds, clean coding practices, and prioritizing mobile-friendliness. The links cover topics like what features to look for in an SEO hosting provider and how the right hosting can help improve a website's visibility.
The document contains a list of over 200 URLs of social bookmarking websites and services. Some of the more popular ones listed include delicious.com, digg.com, reddit.com, and blinklist.com. The list also includes many lesser known bookmarking sites across 12 pages.
We carry a screen with us at all times, yet technology is already evolving beyond the screen. We must design beyond screens to ensure we can be leaders wherever, whenever and however interactions are going.
This workshop provides examples of where expertise should be leveraged beyond where many designers are currently involved and how to begin.
Innovation is driven by hope and fear. By humans dreaming of a better place.
Emerging technologies are maintaining scale and deflation, accelerating the pace of change, having a profound impact on how societies, institutions, businesses and individuals interact.
Emerging societal, economical and political realities are reshaping how we perceive the future, mapping dynamics closer to those of emerging markets.
Emerging values of trust, openness and nodal relationships are re-structuring the agora, the marketplace of ideas and goods.
The emergence of new identities, facilitated by technologies and enabled by new values, is the new revolution. A peer-to-peer revolution.
Talk given at the Europe Venture Summit, Startup AddVenture, in Kiev, Ukraine, on December 2013.
On a personal note, this is the fourth time I've given a similar presentation, surrounded by an atmosphere of uprising, after Athens, Rio de Janeiro and Bangkok.
The document is a list of over 100 URLs linking to a blog that provides various types of media content including display pictures (DP) for Blackberry Messenger (BBM), motivational quotes, photos of celebrities and models, religious songs, architectural designs, and more. The blog covers topics such as love, humor, religion, and culture.
The document is a letter from Bethany Pierce and Ellen Dubinsky, librarians at Bridgewater State University's Maxwell Library. It provides their contact information, including their names, titles, departments, and email addresses. The letter was sent on August 18, 2011 regarding their roles at Maxwell Library.
Top 150 high pr dofollow profile creation sites list 2017Munna Hossain
The passage discusses the importance of teaching children about money at a young age through activities like allowing them to make purchases and helping with household financial tasks. Starting financial education early can help children understand money management and make responsible decisions as adults. Learning about earning, spending, saving and sharing money in a fun, stress-free way during childhood has long-lasting benefits.
It's a strange world after all- Wim JanssensMonkeyshot
Monkeytalk Fall 2014
We leven in een zeer boeiend tijdperk. Zonder dat we het misschien zelf beseffen, zijn we allemaal onderdeel van een enorme verandering in hoe we leven en omgaan met elkaar en onze omgeving. Met enkele handige voorbeelden gaan we eventjes mee in de wereld van Wim die vooral gekenmerkt wordt door het constant in vraag stellen van vanzelfsprekendheden.
This document lists the author's top ten online tools, including social networks like Facebook and Skype, professional networks like LinkedIn, encyclopedias like Wikipedia, video sites like YouTube, document sharing sites like Scribd, online retailers like Amazon, search engines like Google, presentation platforms like SlideShare, auto classifieds like Mobile.de, and games sites like Miniclip. It also jokes about considering but abandoning the idea of including a porn site.
This workshop will introduce technologies to engage adult learners including new social networking tools to support volunteers, mobile technologies to promote programs, and free online tools to effectively manage an organization. The workshop will expose participants to audio/video, image, presentation, learning, sharing and other technology tools for learning and collaboration. Always check copyright and licensing before using tools.
Nerd presentations are often boring because presenters use technical jargon, speak in a monotone, and include cluttered graphics. The document provides tips for making nerdy presentations more engaging, such as limiting technical terms, incorporating vibrant speech, using clear visuals that illustrate one main point, and focusing on speaking to the audience rather than reading slides verbatim. Presenters are encouraged to adopt a casual style and avoid overly conservative attire.
Ubiquitous Information Architecture: Cross-Channel StrategyPeter Morville
Peter Morville's talk about Ubiquitous Information Architecture and Cross-Channel Strategy at the 2012 IA Summit in New Orleans. Also, see the Prezi, Understanding IA.
The document describes a customer experience journey map that outlines the phases a user goes through when interacting with a service, from initial attention to exit. It includes sections for pre-service period, introduction of the targeted user, service period, baseline, action phases of attention, curiosity, decision making and exit. Each section then has 7 points that provide explanations. The map is intended to align solutions and content with the user's mental model and needs at each step of their experience. It notes the goal is to achieve the user's baseline requirements or provide a "WOW" experience above the baseline.
James kalbach alignment diagrams euro ia 2010Jim Kalbach
The document discusses various strategic UX deliverables including alignment diagrams that can be used to align customers, business needs, technology, and content to create value. It describes service blueprints, customer journey maps, workflows, mental models, behavior matrices, and isometric maps as tools to visualize the relationship between customers, business goals, and touchpoints. These deliverables provide benefits such as a common understanding across teams, showing the big picture, continuity in vision, and informing business strategy.
1. For a positive user experience, the whole system is more important than individual devices, and the intelligence of the platform is more important than single devices which can be replaced.
2. Results come from fragmented interactions across multiple devices and situations, not a single device.
3. The key design challenge is the system architecture - how the parts connect and relate, rather than any single device's capabilities. The roles and uses of devices depend on their relationships within the flexible system.
IA Summit 2012: Mapping the ExperienceChris Risdon
1. The document describes an experience map for Rail Europe that was created through qualitative research including stakeholder interviews and a customer experience survey.
2. The experience map outlines the customer journey with Rail Europe across multiple stages from research and planning, to shopping, booking, post-booking, travel, and post-travel. It maps touchpoints, feelings, thoughts, and actions at each stage.
3. The map provides insights and opportunities to improve the customer experience across the journey, such as helping customers get help when needed, supporting independent trip planning, and improving the paper ticket experience.
Midwest UX '12: Mapping the ExperienceChris Risdon
As services become more interconnected across channels and devices—and more importantly across time and space—it’s becoming increasingly important to find ways to gain insight about customers’ interactions with your service.
Experience maps offer a framework for mapping human experiences across multiple situations and interactions, helping to ensure that every occasion where your organization touches or connects with a person’s life is appropriate, relevant, meaningful, and endearing.
In this presentation I talk about orchestrating touchpoints and their channels through experience maps. I review an experience mapping framework that includes key components and how they’re used for designing for a multi-touchpoint experience. The presentation discusses the activities that feed the map so that it tells a tangible story, the key elements make up a useful and actionable map, and how to then define the characteristics of your mapped touchpoints. Experience maps are intended to be catalysts, not conclusions.
How to Design for the Future - Cross Channel Experience DesignOSCON Byrum
This document discusses cross-channel experience design. It begins by asking who the audience members are and what they hope to learn. It then discusses some key principles of cross-channel design such as providing a consistent, convenient, connected, and contextual experience across different channels over time. The document provides examples of both good and bad cross-channel experiences. It concludes by outlining five methods for designing cross-channel experiences, such as thinking in terms of services rather than individual channels, sharing resources between teams, starting with small experiments, embracing challenges, and focusing on why changes are being made rather than just what is being changed.
Taxonomy Bootcamp 2012 Keynote - Improving Information InteractionsSamantha Starmer
This document discusses designing seamless customer experiences across digital and physical channels. It tells a story of a car accident victim's frustrating experience trying to get their car repaired due to a lack of integration between their insurance company's digital and physical systems. The document argues that as the physical and digital worlds collide, organizations must design holistic, interactive experiences that satisfy customers' information needs whenever, however, and wherever they engage with a brand. It encourages attendees to open their eyes to opportunities to improve customer experiences through better organization of information.
Ubiquitous Information Architecture - OZ IA 2010Samantha Starmer
The document discusses the need for ubiquitous and holistic information architecture across channels to create integrated experiences for users. It notes that information is blurring the lines between digital and physical experiences, and that users expect consistency as they transition between platforms. To meet these expectations, information architecture must be designed holistically rather than by channel, and must focus on the overall user journey rather than individual touchpoints. Bridges between experiences like on-ramps and off-ramps are needed to make information architecture truly integrated.
Storytelling For Multi-device Design - Bulgaria Web Summit, 20 Feb 2016Anna Dahlström
Slides from my talk at The Bulgaria Web Summit on 20 Feb 2016
http://bulgariawebsummit.com/
ABSTRACT
As the number of devices we use on a daily basis grows, considering each device's role at different times, situations and contexts is becoming increasingly important. Our ability to control where a user is coming from and how they get around the experiences we design is fading. Yet our need to ensure we understand where they are in their journey, so that we can deliver the right content and interactions at the right time, and on the right device, is ever more important. In this talk Anna will look a the principles behind storytelling in design and how they can be translated onto a multi device landscape to help ensure we create better multi-device experiences for our users and healthier bottom lines for our businesses.
This document discusses emerging technologies and how they are blurring the lines between the digital and physical worlds. It explores concepts like smart connected objects, Internet of Things, and how the web can better integrate with native apps and experiences. The document advocates for a more seamless experience where the web enhances and complements other technologies instead of trying to replace them.
The document discusses how technology is increasingly woven into everyday life and the physical world. It describes several new technologies like smart connected objects, self-driving cars that collect data, smart forks that track eating habits and communicate with apps. It argues that the web needs to embrace these new technologies and find ways to connect physical systems to provide more seamless experiences, rather than trying to compete with native apps. The future may involve the web enabling discovery of physical objects and powering connections between various systems and technologies.
Storytelling In Design - Funkas Tillgänglighetsdagar, 12 Apr 2016Anna Dahlström
Slides from my talk at Funkas Tillgänglighetsdagar 12 April 2016
http://www.funka.com/vi-erbjuder/funkas-tillganglighetsdagar/
ABSTRACT
As the number of devices we use on a daily basis grows, considering each device's role at different times, situations and contexts is becoming increasingly important. Our ability to control where a user is coming from and how they get around the experiences we design is fading. Yet our need to ensure we understand where they are in their journey, so that we can deliver the right content and interactions at the right time, and on the right device, is ever more important. In this talk I will look a the principles behind storytelling in design and how they can be translated onto a multi device landscape to help ensure we create better multi-device experiences for our users and healthier bottom lines for our businesses.
Beyond The Hamburger Menu, UX Ireland, 10 Nov 2016Anna Dahlström
Slides from my talk at UX Ireland on 10 November 2016
http://uxireland.net/sessions/index.php?session=108
Abstract:
From myths to trends and best practice, actual usage, engagement, design patterns and interactions - in this session, I will go through the insights behinds the stats and take a look at the reality behind mobile and what really matters when designing for multiple devices.
UCD14 Talk - Anna Dahlstrom - Device Agnostic Design: How to get your content...UCD UK Ltd
The document discusses device agnostic design, which aims to create content that can be accessed and displayed well on any device. It emphasizes building with reusable modular components rather than bespoke designs for each device. The key aspects are understanding content stacking strategies across screens, using content-based rather than device-based breakpoints, and designing interactive elements that work for both touch and non-touch interfaces. The goal is to provide users with a continuous experience regardless of the device they use.
Device Agnostic Design - UCD2014, London 25 Oct 2014Anna Dahlström
Slides from my Device Agnostic Design talk at UCD London
http://2014.ucduk.org/session/device-agnostic-design-how-to-get-your-content-to-go-anywhere/
ABSTRACT:
There was a time when we did glossy page designs and when those designs were pretty much what we saw in our desktop browsers. With the introduction and rise of smartphones, tablets, phablets there isn’t one view of our designs anymore.
Instead, what we create needs to be able to adapt in a way that is suitable for the device as well as where and how it’s being used.
With responsive design we’ve learnt the basics of how to adapt content, interactions and layouts so that it works across devices. But with further developments in technology and screens, our content is going to go anywhere. As a result we need to move away from designing for specific devices to solutions that are device agnostic. For us as UX designers this means means letting content rather than devices guide layouts, and also increasingly moving away from designing and wireframing pages to focusing on the modules that those views are made up of. But there are other aspects to consider in device agnostic design.
In this talk I walk through why device agnostic design matters, what it means and how we go about it.
The document discusses the future of experience design and the concept of omnichannel experiences. Omnichannel experiences integrate digital and physical touchpoints to provide seamless, interconnected experiences for customers anytime and anywhere. The future of experience design lies in creating holistic experiences across all channels that understand customer context and needs. Omnichannel experiences enhance the physical with digital and move customers through a brand's spaces and services effortlessly.
The document summarizes a presentation given by Jess McMullin and Samantha Starmer titled "Beyond Digital: Designing for a Cross Channel Future" at the ASIS&T Information Architecture Summit 2011 in Denver, Colorado. The presentation discussed the importance of designing customer experiences across digital and physical channels, provided a case study example, and outlined various tools and methods for cross-channel design discovery and solution development, such as journey mapping, touchpoint matrices, paper prototyping, and service blueprints. Tips were also shared on how to start implementing cross-channel design within an organization.
When responsive web design meets the real worldJason Grigsby
The document discusses responsive web design and some of the challenges it faces. It recommends adopting a mobile first approach where the mobile styles are defined first before desktop styles, allowing for a progressive enhancement. It also emphasizes the importance of performance and ensuring responsive designs are not just focused on layout but also on optimizing for speed. Key techniques discussed include building mobile first, reordering media queries, keeping basic styles outside queries, and scoping images within media queries to avoid unnecessary downloads.
Best Practice for UX Deliverables - 2014Event Handler
The document discusses best practices for creating UX deliverables. It emphasizes the importance of adapting deliverables to the intended audience and project needs. UX deliverables should clearly communicate their purpose and add value by moving projects forward. Presenting information visually and through narrative is important to engage audiences. The document also provides perspectives from professionals in UX, design, development and content on their preferences for effective UX deliverables.
This document discusses various social media tools and platforms. It recommends focusing on Facebook and Twitter while also monitoring other platforms. It provides a long list of links to social media tools for monitoring, measuring influence, engaging users, searching, gathering statistics, automating tasks, moderating content, receiving alerts, and managing customer relationships. It suggests that future tools will increasingly focus on mobile access, integrating with internal networks, and moving beyond just Facebook and Twitter.
1. Mobile devices have become the primary way people access media through smartphones, tablets, and other screens. Most media interactions are with mobile screens and smartphone ownership continues to rise rapidly.
2. Opportunities on mobile go beyond apps to considering how mobile usage has changed user behavior and discovering the paths users take to content across multiple devices. User research is key to understanding this.
3. Design for mobile must optimize for thumb and eyeball-only interactions, use touch targets large enough for fingers, and consider network limitations. Images should be optimized for recognition or description.
Optimize Your Business Results: A look into Site Conversion Optimization & Di...Cemal Buyukgokcesu
I delivered this presentation in a Learn with Google advertiser event in Dublin in October 2014.
It focuses on optimizing business results by applying concepts of conversion optimization and by using benefiting from analytics insights. Some digital analytics segmentation and usability examples are shared in the presentation.
Artificial Intelligence seems to be all around us, and many organizations are feeling the pressure to implement AI solutions. But like with any technology, especially the emergent ones that get a lot of buzz, it’s critical to let your business and consumer needs lead the technology, not the other way around.
I believe that it is the IA practitioners in an organization who can and should be the ones leading when AI and machine learning makes sense, which interactions it can best support, and how to architect and design those interactions so that they best support humans – whether those humans are employees, end consumers or citizens.
In this talk I will ensure we all understand why we should be forefront in creating AI experiences, why they are exciting and yet challenging (and even risky) and how we can immediately get involved.
Designing Customer Centered AI experiences - Dialogkonferansen 2018Samantha Starmer
This presentation discusses why artificial intelligence (AI) needs to be designed from a customer centered point of view, and provides three pillars to use as a foundation for how to do so.
Presentation for Seamless Retail Middle East 2017. Focuses on how to create and execute exceptional retail customer experiences that maximize revenue, increase exposure, and drive consumer satisfaction.
Innovation for Store 4.0- Seamless Retail Africa 2018Samantha Starmer
Samantha Starmer is a former VP of Global Digital Experiences who is now passionate about creating great customer experiences across channels. She discusses how retail is being disrupted by new technologies like chatbots, voice shopping, augmented reality, and concept stores without staff. However, the physical store is not dead and remains important for discovery and experiences. Store 4.0 requires focusing on five pillars: starting with the customer, staying integrated across channels, breaking out of silos, using technology wisely, and focusing on the customer experience.
Structuring your Presentation - Cranky Talk 2011Samantha Starmer
Samantha Starmer provides a framework for structuring presentations with 4 key principles: 1) Start with yourself by identifying your goal and style. 2) Learn the environment by understanding the audience and constraints. 3) Build the structure by freeing your mind and keeping the narrative. 4) Leave time to adjust through rehearsal and ensuring your main point is clear. She emphasizes remembering the one key thing you want the audience to take away and practicing well in advance of the presentation date.
Samantha Starmer discusses designing for a holistic customer experience across channels. She recommends starting by using metrics to understand customer journeys, mapping experiences, and listening holistically across channels like call centers, social media, and stores. Designing for a holistic experience means coordinating brand and information consistency and optimizing each channel's capabilities. It requires leaving one's comfort zone, collaborating cross-functionally, and letting go of control so the entire organization can focus on improving the customer experience.
Quantitative Information Architecture - Oz IA 2010Samantha Starmer
This document discusses how quantitative analytics can help drive information architecture (IA) decisions. It provides examples of the types of metrics that can be measured, such as traffic to different sections of a website, and how these metrics can be used to understand user behavior and improve the user experience. Quantitative data is presented as complementing, not replacing, qualitative research methods. The document advocates starting analytics efforts by clearly defining business questions and goals in order to focus measurement efforts and ensure the collected data will provide actionable insights.
1) Holistic information architecture is about designing integrated experiences across channels, platforms, and the digital and physical worlds.
2) Information, not technology, should be the foundation to connect experiences as users transition between different touchpoints.
3) An effective information architecture provides consistent and predictable pathways of information to tie together a user's experience holistically as they engage with a brand through various channels over time.
Practical eLearning Makeovers for EveryoneBianca Woods
Welcome to Practical eLearning Makeovers for Everyone. In this presentation, we’ll take a look at a bunch of easy-to-use visual design tips and tricks. And we’ll do this by using them to spruce up some eLearning screens that are in dire need of a new look.
International Upcycling Research Network advisory board meeting 4Kyungeun Sung
Slides used for the International Upcycling Research Network advisory board 4 (last one). The project is based at De Montfort University in Leicester, UK, and funded by the Arts and Humanities Research Council.
ARENA - Young adults in the workplace (Knight Moves).pdfKnight Moves
Presentations of Bavo Raeymaekers (Project lead youth unemployment at the City of Antwerp), Suzan Martens (Service designer at Knight Moves) and Adriaan De Keersmaeker (Community manager at Talk to C)
during the 'Arena • Young adults in the workplace' conference hosted by Knight Moves.
Maximize Your Content with Beautiful Assets : Content & Asset for Landing Page pmgdscunsri
Figma is a cloud-based design tool widely used by designers for prototyping, UI/UX design, and real-time collaboration. With features such as precision pen tools, grid system, and reusable components, Figma makes it easy for teams to work together on design projects. Its flexibility and accessibility make Figma a top choice in the digital age.
Architectural and constructions management experience since 2003 including 18 years located in UAE.
Coordinate and oversee all technical activities relating to architectural and construction projects,
including directing the design team, reviewing drafts and computer models, and approving design
changes.
Organize and typically develop, and review building plans, ensuring that a project meets all safety and
environmental standards.
Prepare feasibility studies, construction contracts, and tender documents with specifications and
tender analyses.
Consulting with clients, work on formulating equipment and labor cost estimates, ensuring a project
meets environmental, safety, structural, zoning, and aesthetic standards.
Monitoring the progress of a project to assess whether or not it is in compliance with building plans
and project deadlines.
Attention to detail, exceptional time management, and strong problem-solving and communication
skills are required for this role.
Explore the essential graphic design tools and software that can elevate your creative projects. Discover industry favorites and innovative solutions for stunning design results.
Fonts play a crucial role in both User Interface (UI) and User Experience (UX) design. They affect readability, accessibility, aesthetics, and overall user perception.
29. THIS Valley Medical Center
http://cdn.assets.sites.launchrocketship.com/7a019f65-a5c3-4d32-930
0640affd6f7b/files/de97003a-2719-4f24-bf02-3771bcfd0a72/zvm-east_exterior-afternoo
71. 70% of US online
consumers research
products online and
purchase them offline
Forrester, Profiling The Multichannel Consumer, July 2009
72. slightly more than one in
three purchasers used
their smartphone to
make a purchase while
in a store
Comscore 2011
73. 53% of mobile
searches on Bing
have a local intent
Greg Sterling
Search Engine Land
https://searchengineland.com/microsoft-53-percent-of-mobile-searches-have-local-intent-55556
76. integrated
experiences
are
few and far
between
Alexandra Deschamps-Sonsino
http://www.slideshare.net/designswarm/creating-the-internet-of-things
77. entire industries are in
their customer experience
infancy
(…health insurance, TV service, Internet
Service providers, PC manufacturers,
wireless service providers, airlines and credit
card providers.)
2011, Forrester Research, Inc.
78. we usually
design for a
particular device
or channel type
99. people notice
This experience has been so stupid.
There is no way to explain the huge gap
between operations in the store and
online. I will never be shopping at
either again. I do not understand how
you can want and advertise 100%
customer satisfaction when I know I am
0% satisfied.
101. There's now an all-
encompassing information
layer on top of real-world
daily life…further blurring
the boundaries between
online and offline.
Trendwatching
http://trendwatching.com/trends/massmingling
161. street bump
residents use Street Bump to record “bumps” which are
identified using the device’s accelerometer and located using
its GPS
http://www.flickr.com/photos/topsy/188144452
http://www.newurbanmechanics.org
162. which context makes sense?
Not sure how to cancel a class I
registered for online. The
cancellation policy just says what
time frame I need to cancel in, but
not how to do it online. Only
suggestion is to call the store.
Doesn't seem worth the hassle.
163. but be careful…
what idiot made the decision that
says - ‘if they are on a cellular
connection they are not interested
in anything but a static text display
of the store operating hours’?
177. (some) tools
stakeholder co-design
interviews body storming
field research business origami
touchpoint matrix service blueprint
service inventory experience map
design games experience matrix
179. stakeholder interviews
what experiences do internal
stakeholders think should happen?
what experiences do stakeholders think
ARE happening?
what assumptions are stakeholders
making?
180. field research
http://www.flickr.com/photos/romeral/3911756000
181. field research
what experiences are happening?
what experiences are customers
expecting?
what channels, devices or platforms do
customers want to interact with? When?
what do customers do if their
expectations are disappointed?
183. touchpoint matrix
track all ways customers interact with your
organization
can use both for as-is and to-be states
excellent for corralling complex marketing
and advertising programs
helpful for non-web/non-technology people
to understand impacts
good way to evangelize need for holistic
experience (don’t paw the customer)
184. service inventory
http://farm5.static.flickr.com/4023/4526736556_3b5a628b7f.jpg
185. service inventory
inventory all services customer
encounters
similar to a process map but focuses on
the customer and their service needs
good to build after mapping customer’s
journey
illuminates areas where you can surprise
& delight (or royally screw up)
186. design games
http://www.flickr.com/photos/elitatt/4959931
232 http://www.flickr.com/photos/centralasian/4099680559
187. design games
great with non-designers
bar is low, nothing is wrong
think of as more play than work
can bring out quieter types
new ways of thinking
188. gamestorming - the book
http://www.flickr.com/photos/elitatt/4959938630
190. co-design
sketch with project team
draw with stakeholders
diagram with support teams
sticky note with customers
less about the outcome, more about the
conversation
191. body storming
http://www.flickr.com/photos/xian/3763798434
192. body storming
sketching not with a pencil and paper,
but with our bodies (Dave Gray)
physically act out possible experiences
often used for designing services,
especially within physical environment
start with scenario or task, improv the
customer and support roles (including
props)
194. business origami
3 dimensions helps envision experience
solutions
can be easier than sketching for non-
designers to feel creative
great for services and experiences that
involve crossing locations
easy to move pieces lessen any feeling of
commitment or making a mistake
196. service blueprint
start with the customer experience
track the customer actions
include needed touchpoints
determine how service components link
determine how internal people, processes
and systems support
197. Service Blueprint
http://lovelearn.wordpress.com/2009/07/11/initial-blueprint/
198. SCAD Service Design Project
http://servd.us/The_Project_files/Screen%20shot%202010-02-03%20at%2011.38.26%20PM.png
202. experience map
customer perspective, actions and
reactions throughout interactions
triggers and touchpoints
intangible and qualitative motivations,
frustrations and meanings
can get all points of view on the table
(e.g. is your experience my experience?)
212. accident - the basic experience
1. exchange insurance information
2. tow car
3. care for injuries
4. report to insurance
5. pick up car
6. receive progress updates
7. resolution
215. think about
desired experience
most convenient channel/touchpoint (face to
face, mobile app, phone, website, etc)
information needed to support the desired
experience
how the service components link together
support people and systems needed to support
the experience
added services or value that could be added for
loyalty and delight