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Umbraco Codegarden #cg16
Laura Vilsbaek@lauravilsbaek
Photo: Micky Wiswedel
USER NEEDS & PROJECT TEAMS
EAAA - Strategiproces for Multimedie og Digital Kommunikation Laura Vilsbaek - Projektledelse i Praksis - lauravilsbaek.dk
• Digital business development: Inspiration, facilitation and process management
• Master of Arts
• Work: Designit, Skybrud.dk, ZUPA Recommended
• www.lauravilsbaek.dk / @lauravilsbaek
LAURA VILSBAEK
2015
Supporting Merial on their strategic journey towards becoming the trusted partner within pet wellness and animal health.
Business & digital transformation as well as various digital products & services all aiming to enable healthier & happier lives for pets, their parents and their vets.
From pharma company to pet wellness enabler
Merial
2015
Lots of reports, lots of publications, lots of knowledge, lots of people. Not a lot of digital.
Until Skybrud.dk came along and did a great corporate website in Umbraco.
Research & knowledge within the public sector
KORA
2015
Bringing a bit of user experience and adding a touch of design expertise to a manufacturer manufacturing a lot of the devices we all use every day.
B2B manufacturer moving into consumer electronics
Goertek
DESIGN THINKING
GOOD FOR BUSINESS
Source: http://www.dmi.org/?page=DesignDrivesValue
GOOD FOR BUSINESS
IT’S NOT ABOUT THE DESIGNER
IT’S ALL ABOUT PEOPLE
DESIGN THINKINGTOOLS
Source: http://dschool.stanford.edu/redesigningtheater/the-design-thinking-process/
THE DESIGN PROCESS
THE DESIGN PROCESS• Understand your users
• Users are not rational
• Users are emotional
• Users are not like you
• Users are everything like you
• Users are people
UNDERSTANDING USERS
THE USER JOURNEY
Umbraco Codegarden ‘16@lauravilsbaek
It’s all about actions and actual user experience
THE USER JOURNEY
Umbraco Codegarden ‘16@lauravilsbaek
THE USER JOURNEY
Remembering entire sequences: Before, during and efter
Umbraco Codegarden ‘16@lauravilsbaek
THE USER JOURNEY
Identifying touch points
Umbraco Codegarden ‘16@lauravilsbaek
THE USER JOURNEY
Identifying hassles
Umbraco Codegarden ‘16@lauravilsbaek
THE USER JOURNEY
Identifying peak + end
Umbraco Codegarden ‘16@lauravilsbaek
THE USER JOURNEY
Identifying your baseline
Umbraco Codegarden ‘16@lauravilsbaek
THE USER JOURNEY
Identifying moments of loyalty
Umbraco Codegarden ‘16@lauravilsbaek
THE USER JOURNEY
Identifying ambassadors
Umbraco Codegarden ‘16@lauravilsbaek
THE USER JOURNEY
…involving new users…
THE CLIENT JOURNEY
THE USER EMPATHY MAP
USER NEEDSIN PROJECT TEAMS
IT’S ALL ABOUTTHE ACTUAL EXPERIENCE
OPTIMISE THE PEAKAND THE END
SERVICE EVIDENCING
COMMUNICATE
UNDERSTAND
FEEDBACKMECHANISMS
Photo: Micky Wiswedel
USER NEEDS & PROJECT TEAMS
