on tortoises and hares
TRANSCRIPT
TORTOISES AND HARES
How pacing can create happy users, clients and designers.
Annie Stewart & Pieter Rahier | [email protected]
We love ‘em! Users want better services, clients demand more, designers want to be
challenged.
BIG IDEAS
29
PLAN YOUR EVOLUTION
Assess where you’re starting
› How clear is their vision and how well are their activities aligned to it?
30
PLAN YOUR EVOLUTION
Assess where you’re starting
› How clear is their vision and how well are their activities aligned to it?
› What kind of leadership is in place?
31
PLAN YOUR EVOLUTION
Assess where you’re starting
› How clear is their vision and how well are their activities aligned to it?
› What kind of leadership is in place?
› How much do they know about their users and how are they using that information?
32
PLAN YOUR EVOLUTION
Assess where you’re starting
› How clear is their vision and how well are their activities aligned to it?
› What kind of leadership is in place?
› How much do they know about their users and how are they using that information?
› What’s the maturity of the organization’s customer service?
33
PLAN YOUR EVOLUTION
Assess where you’re starting
› How clear is their vision and how well are their activities aligned to it?
› What kind of leadership is in place?
› How much do they know about their users and how are they using that information?
› What’s the maturity of the organization’s customer service?
› What’s the quality of products and services?
34
PLAN YOUR EVOLUTION
Know where you’re going
› Success factors of the business and the user are aligned.
› Customer service is at the core of all business practices and management decisions
› Data collection is used to anticipate user needs.
› The user experience becomes part of the customer’s regular activity and becomes unnoticeable.
› Customers willingly participate in improving products and services.