C 2 A L L Y O U R P A R T N E R I N U S E R E X P E R I E N C E 1
Design Innovation Process TECHNO- LOGY Feasibility Design Innovation BUSINESS Viability DESIGN & INTERACTIVITY HUMAN VALUES Usability, Desirability ORGANIZATION BEHAVIOR
Created Personalized Experiences
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CRM and UX Come Together User Experience User experience is about the whole process Looks good - Works well - Feels great Makes CRM Better User knowing how to use the system vs. system knowing what the user wants Why is UX Important The frequency of user pain continuous pain through repeated encounters with the day-to-day tools
The tangible effects and financial payback Lower support and help desk costs Less errors and usability problems, more independent and self-service Reduction of training costs Less training hours, concise manuals, easier onboarding for new employees Greater application utilization To benefit from system change, people have to use it, be enthusiastic and fill it with data. A positive UX will encourage users to actually use the system
Our User Experience Approach Insights UX Vision Collaborate Measure E X E C U T E Input Output User Observations Create Community Governance Design and Roadmap Stakeholders MVS
C 2 A L L Y O U R P A R T N E R I N U S E R E X P E R I E N C E 9 INSIGHTS Mission-vision- Strategy The initial process of defining the organizational strategies and goals that the CRM will help deliver is essential. This is called developing a CRM vision and defines what the system is expected to achieve and how success will be measured. UX Roadmap As extra part of the business case UX roadmap is a UX evolution plan with prioritized features. UX team shares the UX strategy with the team and the road that needs to be taken to achieve its vision Privacy by design ( GDPR ) Stakeholder Perspectives Stakeholder mapping is a collaborative process of research, debate, and discussion that draws from multiple perspectives to determine a key list of stakeholders across the entire stakeholder spectrum
C 2 A L L Y O U R P A R T N E R I N U S E R E X P E R I E N C E 10 UX VISION Design the box To involve the whole design team in the development of the vision and ensure you get consensus. Task Analyzing A study of the actions required in order to complete a given task. Task Analysis is helpful when designers and developers try to understand the current system and its information flows User Observations One-to-one interviews: gather deep insights from real time behavior, interaction, personal experiences, opinions and perceptions. Usability testing: is a research method to evaluate the efficiency, effectiveness and satisfaction Build Personas
C 2 A L L Y O U R P A R T N E R I N U S E R E X P E R I E N C E 11 COLLABORATE Create community A valuable community is one that answers questions, helps solve problems, and generally makes life better for the users by taking advantage of helpful information from like-minded users. Each element of the user experience Build governance for change The role that change management Governance plays is to guide people through the process of change Training and Coaching governance consists of planning for learning, prioritizing investments in learning and managing those investments UX Design Concept design Interactions design User testing Visual design
C 2 A L L Y O U R P A R T N E R I N U S E R E X P E R I E N C E 12 MEASURE Importance of Metrics For a comprehensive understanding, follow a there is a 3 step process: First, you articulate your aims. Next, you identify patterns which point toward success. Finally, you build a metric to track those patterns. Feedback UX pulse metrics The old paradigm of analytics is geared more towards measuring progress against business goals. While still useful, they re lagging indicators of UX decisions Feedback UX heart metrics HEART metrics are a more comprehensive framework for UX metrics.
C 2 A L L Y O U R P A R T N E R I N U S E R E X P E R I E N C E 13 Our Deliverables in Insights Our Deliverables in UX Vision Our Deliverables Collaborate Our Deliverables Measure M-V-S related on the 5 things approach with a ROI statement ( M- V-S) Stake holder map UX roadmap includes initiatives related to user experience, user interface, and user research A detailed description of physical, perceptual, activities involved with each task UX Labs Communication Matrix Community build UX Learning governance UX Coaching Approach Metrics on Ergonomics NPS ( Voice of the customer ) Engagement Task success FAQ I N I T I A T E D P L A N E X E C U T E D I N T E L L I G E N C E
Test your own Maturity of your core success capabilities in CRM U X H E A L T H C H E C K 01 Clarity of Strategy & Goals 02 Change Management & Adoption 03 Program Governance& Communication
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