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

Design Thinking meets Lean Startup

Yesterday Eric Ries, Jake Knapp (Google Ventures) and Tim Brown met up to talk about the different concepts, how they work together and how they differ.

In case you want to see in more details how they work together, you can check out the explanation I put together:
Design Thinking and Lean Startup

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

Commissioning of mental health is a bit like a shopping list…
This pressure creates Frankenstein apps that don’t really do anything well. People picture digital Swiss army knives, but what they are really commissioning or building is a vacuum cleaner with a built in nasal hair trimmer which is also a Filofax and an MP3 player.

(Mark Brown on how the NHS approaches creating apps)

Our Chronic disease management system in action in Barcelona.

Talking about how design techniques (or design thinking if you want to call it that way) fit together with Lean Startup I decided to put the two together to make it clearer. Let me know your feedback.

Talking about how design techniques (or design thinking if you want to call it that way) fit together with Lean Startup I decided to put the two together to make it clearer. Let me know your feedback.

Already a while ago, but a great event from the Barcelona Design Centre: Design for Active Ageing.

Already a while ago, but a great event from the Barcelona Design Centre: Design for Active Ageing.

Myths on “silver surfers”.

Myths on “silver surfers”.

Quantify the user experience: Stress & Life logging mashup

While mapping existing user journeys and trying to highlight which are the areas where the ROI of improvements is biggest, I started from 2 directions. One from where the experience is worst and the other where improvements are easiest. 

Joining them gives a nice priorization of where the low hanging fruits are.

But trying to detect where the user experience is worst is rather subjective. We go through interviews and follow people around, which gives a good impression. But as every researcher knows, what people say and what they feel is still different.

While researching how to use data Telefonica has to measure stress, I came across the following: Heart Rate Variability measurement.

This can be measured using a Polar strap as used often by runners. It would detect the heart variability which is an indication of stress.

Mash that up with a lifelogging camera like Narrative and you have your tool to create diary studies that actually record and measure the user experience.

Stay tuned to see how our first test goes…