Post on 01-Aug-2020
Talk for B2B Ignite, Tuesday 9 July 2019 | Insights stream
HOW TO USE UX THINKING TO GENERATE MEANINGFUL MARKETING INSIGHTS
1. How is data impacting us? 2. Should we be completely data driven? 3. How does UX help us? 4. What innovative tech is out there?
@danny_bluestone
QUESTIONS WE WILL ANSWER
About me Introduction Methodology Service design Innovation Conclusion
@danny_bluestone
OUR TALK TODAY
HELLO. I AM DANNY.
@danny_bluestone
A digital agency focused on digital transformation through UX and technology
@danny_bluestone
We deliver digital transformation powered by user-centred design and creative web technology
Our accredited approach delivers brand, websites, systems and campaigns that perform for your business. We become an extension of your team – that’s our
promise.
ISOaccredited approach
to UCD, quality & security
14 YEARScreative, technical
& branding experience
50+talented UX,
design & marketing experts
TOP 5agency for client
satisfaction in the UK
@danny_bluestone
INTRODUCTION
Data meltdowns can equal deathWhen migrating data or developing new platforms, data is your oil. Don’t let it flow incorrectly or spill.
@danny_bluestone
The top reason startups fail is down to not understanding their market well enough
@danny_bluestone
Out of 20 reasons according to CBI Insights
Unlike oil, data is infinite
@danny_bluestone
https://www.visualcapitalist.com/how-much-data-is-generated-each-day/
@danny_bluestone
Data is not just an output, it is the product and service.
@danny_bluestone
Data as inputToo much data causes analysis paralysis
@danny_bluestone
Data as outputIncorrect data design will kill products and services
@danny_bluestone
The winners will use data not only for insights but will build better products
@danny_bluestone
METHODOLOGY
@danny_bluestone
WHERE DO WE START
MARKETING
Strategy, analytics and optimisation
BRAND STRATEGY
Vision and platform development
TECHNOLOGY
Progressive web applications and system development
PROCESS
Project management and agile operations
USER CENTRED DESIGN
User experience research, architecture and design
CULTURE
People focused performance
DIGITALTRANSFORMATION
@danny_bluestone
QUANTITATIVE DATA VS QUALITATIVE DATA
The why or how. Can
lack a holistic view.
The who, what, and
where. Impersonal.
QUANTITATIVE QUALITATIVE
INSI
GH
TS
@danny_bluestone
DATA INFORMED DESIGN
Analyse data
UCD checking
Source / qualify data
Cleanse / structure
INSIGHTS
Business requirements1
2
3
4
5
@danny_bluestone
SERVICE DESIGN
Service design is the process of defining the UX, process, back-end, the
technology integrations, data insight plan and even who does what and when
@danny_bluestone
Scenarios focus on common outcomes Personas are important but scenarios move us beyond
the psychographics to activities, stories and tasks
@danny_bluestone
@danny_bluestone
Home owner
M&A Engineer
Energy consultant
Property developer
SMEInstaller
ArchitectSupply chain manager
HVACInstaller
Blueprints are the gateway to designThey map out the user and data journey over all business dependencies, operations and system
@danny_bluestone
@danny_bluestone
SERVICE DESIGN BLUEPRINTSSU
PP
OR
T P
RO
CE
SS
BA
CK
-O
FFIC
E
STA
FF
BR
AN
D
FRO
NT-
EN
DU
SER
A
CTI
ON
SD
ATA
User Google’s Chiller or AC products
User interacts with featured snippet
User arrives at product page
User attends trade show but forgets brands
User interacts with widget and requests more info
User is greeted and scanned
Optimised FAQ answer appears
Optimised content served following snippet
Content team analyses and produces snippets
A cookie is generated and tagged on GTM. Also tagged on CRM system.
A cookie is generated and tagged on GTM
Sales analyse opportunity once a week
Trade show API sends user ID to CRM
End of trade show report generated with follow-ups
The team analyses the ongoing performance of FAQs
New business case generated on CRM and tagged onto user ID
PRODUCT ENQUIRY PURCHASING SUPPORT
Automated reminder appears to the user
User is presented with bot on second log-in
User receives invite to webinar
User clicks on email and goes to personalised page
User interacts with bot and asks about a webinar
@danny_bluestone
INNOVATION
A common AI design mistake focuses on utilising the available data rather
than determining what data the system and users actually need
@danny_bluestone
Follow three rules for successful AI
1. Logic - AI depends, just like human brains, on combining observation, data, memory, creativity, motor coordination, judgement and wisdom.
2. Ethics - Human supervision of machines and machine supervision of humans.
3. Rules - AI needs to work with rules, like cars need the highway code and motor laws.
@danny_bluestone
@danny_bluestone
EXAMPLE OF AI
Marketing automation enables identification, scoring, personalisation,
targeting and streamlining of interactions to deliver a frequent and tailored user
experience
@danny_bluestone
@danny_bluestone
AUTOMATION WORKFLOW FOR A MEETUP
Remind: user about upcoming event
User attends event, drop-down in SS
User signs up for event
Confirm: event tickets and share logistics information
Remind: user about upcoming event
‘Sorry we missed you’ with slides and further event information
‘Thanks for coming’ with slides and CTA to rate event
One week before
One day before
One week
Newsletter subscription
Introduce CD and sell related service with case study CTA
User misses event, drop-down in SS
Newsletter subscription
Introduce CD and sell related service with case study CTA
User clicks link User does not click
Data removed
User action
Time
CD action
4 principles for marketing automation
1. Identify - You need an email address, CRM entry or unique ID from the start
2. Insights - Learning through data is going to be key
3. Content - The strength of your workflow is only as good as your content
4. Personalisation - Automation works hand-in-glove with personalisation
@danny_bluestone
@danny_bluestone
PERSONALISE THE DATA EXPERIENCE
@danny_bluestone
CONCLUSION
1. See data as the future of your product / service 2. Qualitative research compliments your data strategy 3. Service design blueprints underpin the CX approach 4. Build scenarios around your personas 5. Use principles for automation, personalisation and AI
@danny_bluestone
CONCLUSION
MARKETING
Strategy, analytics and optimisation
BRAND STRATEGY
Vision and platform development
TECHNOLOGY
Progressive web applications and system development
PROCESS
Project management and agile operations
USER CENTRED DESIGN
User experience research, architecture and design
CULTURE
People focused performance
DIGITALTRANSFORMATION
DANNY BLUESTONE // CEO & FOUNDER // CYBER DUCK
THANK YOU