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  • Service Design Network conference sketchnotes
    28 Nov 2013 Foolproof recently sponsored the Service Design Network Conference Not only did we get the opportunity to attend many interesting sessions but also to mingle with brilliant service and interface designers and researchers We had the pleasure of attending sessions that covered everything from big data to redesigning the Dutch railway system alongside agencies clients and students from around the globe We even sketched a few Click on the thumbnail to view sketchnotes from Big Data Kerry Bodine Forrester Research Click on the thumbnail to view sketchnotes from Design in Real Time Lydia Howland IDEO Click on the thumbnail to view sketchnotes from Business Impact Melvin Brand Flu Liveworks Click on the thumbnail to view sketchnotes from Go deep or go home Joel Bailey Capita Click on the thumbnail to view sketchnotes from Born Creative Katrine Rau GE Design Experience 0 0 0 0 Related content Here s a selection of other articles you may like from the frontiers of user experience or view all in Thinking Digital Summit Atlanta sketchnotes By Alison Williams Service Design Network conference sketchnotes By Lauren Coleman The Coca Cola Company and creativity By Lauren Coleman 0 0 0 0 What do you

    Original URL path: http://www.foolproof.co.uk/thinking/service-design-network-conference-sketchnotes/ (2016-02-14)
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  • s a lot of focus on delivering consistent experience across multiple touch points Too many brands are allowing their internal channel silos to give customers a disjointed experience Multi skilled Amex showed us the importance of giving front line staff the tools skills and authority to solve a customer s problem at the first attempt They recognised that being transferred from one call centre to another damaged the brand from a customer s point of view and destroys the morale of their call centre teams They embraced the importance of empowering customer facing staff and made them aware of how they contribute to the ultimate success of the company rewarding them on having satisfied customers not efficiency metrics It made for both happier staff and happier customers Mobile Mobile has entered the mainstream channel mix for the first time Forrester s Julie Ask did a great session on the future of mobile Whilst at present most brands are still simply trying to present an extension of their branded experience onto this channel Ask expects in the next few years that brands will get more sophisticated in their understanding and interpretation of a user s location time and context to provide a more immediately relevant and personalised mobile experience Show me the actionable insight Despite all above my overall impression as I came away was that CX is still too focussed on ways to measure customer satisfaction Having Voice of Customer VoC and Net Promoter Score NPS programmes is all well and good but I didn t see much on how to interpret the data they have I would argue that the industry is still a little too focussed on What is happening rather than focussing on Why Perhaps it s time to take a leaf out of the User Experience

    Original URL path: http://www.foolproof.co.uk/thinking/the-latest-thinking-in-cx/ (2016-02-14)
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  • businesses should succeed in our evolving digitally connected world but they have to move quickly and smartly There is great risk from new entrants to the market but it is rare that these players work well other than the obvious examples of Google Amazon etc and that it s organisations that hold the benefit of brand and customer loyalty that should elevate this connected opportunity to succeed or reinvent themselves e g Kodak Apple Waldman talks about a new physics of business changing the rules of who can compete with whom where and how There is a really interesting quote in the book that talks about how the internet upsets all conditions of location all cost calculations all production functions within its radius of influence and hardly any ways of doing things which have been optimal before remain so afterwards Most interestingly this quote was actually written about the arrival of the railways in 1936 It certainly made me think The author concludes by reflecting on the unprecedented rate of change over the last 15 years that the internet has brought with it it s amazing to think that in 2004 we didn t have Twitter YouTube and iPlayer We d only just started using Facebook and we wouldn t have known what a Kindle was Waldman makes the point that given the advent and acceptance of online dating if we are happy to choose a partner online there really can t be many things that people won t use digital channels for It s a fair point However I feel that the book only lightly touches on what is key to me and those of us within the UX industry that change should always be driven by user needs and insights It s an exciting era whereby technology allows

    Original URL path: http://www.foolproof.co.uk/thinking/shake-up-your-business-in-a-digital-world/ (2016-02-14)
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  • be run for the benefit of their shareholders The essence of the argument seems to be that if like Procter Gamble or Johnson Johnson you run a corporation for the benefit of customers other secondary objectives like employee and shareholder satisfaction are likely to derive from your success Whereas if you focus on building shareholder value there is no guarantee that customer and staff satisfaction will follow leading to a long term erosion of value Prof Martin says that if more companies made customers the top priority the quality of corporate decision making would improve because thinking about the customer forces you to focus on improving your operations and the products and services you provide rather than on spinning lines to shareholders If you agree with this idea then the next issue is how to go about maximising customer satisfaction My own views on this are in this whitepaper about creating competitive advantage through customer experience 0 0 0 0 Tom Wood I m one of the two founders of Foolproof Within projects I usually take a role both in planning our approach and in the generative phases of design I m also active in gathering client and customer needs

    Original URL path: http://www.foolproof.co.uk/thinking/customer-capitalism/ (2016-02-14)
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  • awards potential of viral marketing through social media But for every Compare the Meerkat there are a thousand limp failures which achieved little business benefit for all the human ingenuity that went into them In fact Facebook s future is probably as a mass medium for good old fashioned brand advertising Its huge global reach 350 million users and wild fire growth is at stark odds with what s happening to TV press and radio If Facebook achieves its aim of penetrating one third of internet users in every country in which it operates it will quite simply be the most powerful and targeted advertising medium on the planet Google may pip it for volume of advertising events but Facebook has access to the world at play and offers advertisers an intimate and data rich environment in which to talk to consumers Imagine you were managing the global launch of a new cola Facebook offers you not only a huge audience reach but also the ability to test messages and track retail sales back to specific geographies where you were trying different messages or control regions where no advertising was taking place Just like TV only cheap What s more with the right social mechanisms in place fanpages apps you can see which messages have legs beyond paid for activity In this way Facebook becomes a massive test bed for brand activity allowing marketers to collaborate with consumers to test and tune brand messages imagery and targeting before committing to roll out in traditional channels Very soon Facebook and other social networks when they get their advertising models straight may begin to usurp the traditional approach of using focus groups and market research surveys to develop campaigns pre launch Instead marketers can co create brand advertising and validate it on

    Original URL path: http://www.foolproof.co.uk/thinking/facebook-future-of-brand-advertising/ (2016-02-14)
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  • It s worth remembering that the Cluetrain Manifesto was launched into a world where Google was only a few months old and things like social networks wikis and all the other web 2 0 stuff were still five years away from popular use Nevertheless the authors understood that the internet was going to change society and particularly the relationship between companies and consumers Great though it is at times the Manifesto is a little overblown in its rhetoric I suspect the authors were fuelled by more than a little Napa Valley Merlot So for a sober analysis check out what Wikipedia has to say on the subject The revolution that the Cluetrain authors foresaw has been longer arriving than they hoped Advertisers and their agencies have been fighting a very effective rear guard action against the social power of the web But it is a losing battle I d like to think that Foolproof is a friend to both sides helping companies to find a more appropriate and valuable voice in their conversations with consumers 0 0 0 0 Tom Wood I m one of the two founders of Foolproof Within projects I usually take a role both in planning

    Original URL path: http://www.foolproof.co.uk/thinking/happy-birthday-cluetrain/ (2016-02-14)
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  • to get the ideal product within budget This is where filtering products becomes more of an art form If this is not done well then users can become frustrated and bored very quickly Here re my top tips for product filtering design Don t forget the context Consumers generally know what they want and as such will apply multiple filters Results that automatically update after each individual selection can be a great and engaging experience However if results are not instant it can be very frustrating It must be taken into consideration that not everyone will be on a laptop with fast broadband some may be accessing the site through a tablet or Smartphone and therefore relying on 3G or even slower Show filter options relevant to your target audience If you don t provide filter options that appeal to your target audience they are likely to be left frustrated Savvy tech users are less interested about colour of a laptop and more interested in graphics cards RAM and the processor Prioritise the filter options Ensure the most important used options are at the top and all others are under More options The use of Advanced filter may be overwhelming for less confident consumers Give an indication of the number of results relating to a selection There is nothing more frustrating than selecting a particular filter option only to discover there are no results Provide a numbered indication in brackets alongside each filter option When an option is selected the other numbers should dynamically update to take into consideration that selection Allow multiple selections Don t force users to select one of multiple options Selecting more than one option should dynamically influence the number of results displayed for all the other options as mentioned above Who does this well Some

    Original URL path: http://www.foolproof.co.uk/thinking/online-product-filtering-top-tips/ (2016-02-14)
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  • good support for shared use driven by its need to control access to sensitive business data the Blackberry Playbook is a rare exception And this can lead to significant problems for users Young children accidentally change settings delete work emails and reset the game scores of older siblings Teens move apps between folders access age inappropriate games and media and use stored account and payment information to make unauthorised purchases Partners must frequently log in and out of each other s Facebook Twitter Google and other accounts Working your way through these sharing problems is hard work for even the geekiest of us And while some apps do provide simple ways to control access to multiple Facebook Twitter and eMail accounts users must learn the sharing features of each app and create a separate profile in each one This again demonstrates how important it is to investigate and understand people s real behaviour and contexts of use when designing for new platforms So when we design tablet apps we must consider carefully whether and how to support shared use Will users each want their own settings and data Will adults need to protect some sensitive data from their children If your app connects to a website or web service will different users need to connect to different accounts If you do need separate user profiles how will you store and how will your users manage them NN g s research and the multi user support within many apps suggest that better support for shared use should be a priority for tablet operating systems The access experience could be very simple tap your name and enter a password code or even just show your face to the camera And while each app would still need to decide how it handles multiple

    Original URL path: http://www.foolproof.co.uk/thinking/are-you-designing-your-tablet-apps-for-shared-use/ (2016-02-14)
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web-archive-uk.com, 2017-12-14