User Experience Lead at Telefonica Digital on UX management, Service design, UX metrics, lean UX and simplicity.

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Forrester: Digital experience delivery makes (or breaks) firms

Forrester makes the point that “A great digital experience is no longer a nice-to-have; it’s a make-or-break point for your business as we more fully enter the digital age.” The report points to a growing number of firms that have chosen a mobile-first approach, but then falling flat because “systems of record cannot keep up with engagement needs.” To a greater extent, customers’ impressions of a business are established through digital engagement forcing businesses to recognize that “software is the brand.” Some CIOs are losing their influence over the decisions in these areas as digital experience agencies are engaged by chief marketing officers and chief technology officers to a greater extent than by chief information officers.

Source: UX in Forrester Top Tech Trends for 2014 

Wearables vs. embeddables

How many wearables can you carry? Madonna in the 80’s must have been one of the record holders of carrying accessories, but are you likely to do the same? I won’t.

Sensors makes sense, but not all hanging on you. A more likely scenario would be to have them embedded in the objects that surround you; your seat, your mouse, your car, your house. 

Techcrunch wrote a nice article in the Harken project: Sense and Sensitivity

Digitizing the consumer decision journey

This week a great article appeared from McKinsey on digitizing or quantifying the user journey. Seeing that service design is moving more into a strategic role, it would make perfect sense to apply basic analytics and business intelligence methods to service design. Edwin van Bommel from McKinsey created an overview on one way of doing so. 

Although the 3 stages he uses: “Discover, Design, Deliver” are used for management, for defining the user journey I would suggest to adapt this to the classic service design phases: “Awareness, Consideration, Buy, Use, Billing, Help & Support, Deepen relationship, Discontinue” (To be adapted bye type of product). This would help to better understand all phases a customer goes through. 

Read the article here

Get an idea on how you can map the user experience