Post on 07-Apr-2017
J. Boye Digital Business Development Masterclass
#iwdk16
www.lauravilsbaek.dkkontakt@lauravilsbaek.dk
@lauravilsbaek
Photo: Micky Wiswedel
DESIGN & DIGITALSITTIN’ IN A TREE
J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
PROGRAMME1. About me
2. Design Thinking
3. Design Thinking tools
4. Design Thinking applied to Digital
5. K-I-S-S-I-N-G
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
• Clients: Merial, Goertek, Jyske Bank etc.
• www.lauravilsbaek.dk / @lauravilsbaek
LAURA VILSBAEK
DESIGN THINKING
INNOVATION
“Design thinking is a human-centered approach to innovation that draws from the designer's toolkit
to integrate the needs of people, the possibilities of technology,
and the requirements for business success.”
—Tim Brown, president and CEO, IDEO
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
J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
It’s all about actions and actual user experience
THE USER JOURNEY
J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
Remembering entire sequences: Before, during and efter
J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
Identifying touch points
J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
Identifying hassles
J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
Identifying peak + end
J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
Identifying your baseline
J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
Identifying moments of loyalty
J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
Identifying ambassadors
J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
THE USER JOURNEY
…involving new users…
THE USER EMPATHY MAP
DESIGN THINKING APPLIED TO DIGITAL
DIGITAL IS ALL ABOUT THE USER
FOCUS ON THE ACTUAL EXPERIENCE
ANY CHANCE OF HELP FROM DIGITAL
PRODUCTS OR SERVICES?
SERVICE EVIDENCING
BRIDGE THE SERVICE ANTICIPATION GAP
J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
Source: https://youtu.be/1C07vGoqzbg
J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
SERVICE ANTICIPATION GAP
Baseline: Users’ needs and expectationsPeak: Differentiating experiences
SERVICE BLUEPRINT
J. Boye: Digital Business Development Masterclasslauravilsbaek.dk / @lauravilsbaek
Synlighedslinje
Interaktionslinje
Fysisk bevis
Brugeroplevelse
Backstage aktiviteter
Support processer
Frontstage aktiviteter
Photo: Micky Wiswedel
DESIGN & DIGITALSITTIN’ IN A TREE
K-I-S-S-I-N-G
kontakt@lauravilsbaek.dklauravilsbaek.dk@lauravilsbaek
THANKS