last Friday at the UXLX a lot of interesting talks took place. Here is my overview of the first part.
Louis Rosenfeld - On not declaring victory: Going beyond user research
Insights live in different silos.
- The reports from the user research group
- Query data gleaned from site search team
- The logs from the call center
- The reports coming out of the analytics applications
- Insights from Voice of the Customer research (surveys)
- CRM data
- The insights coming out of the research center.
3. Synthesis: Tell us how to combine them effectively
- Map it: Maps, after all, are designed objects
Put people together from different silos
Win it: Companies that integrate their silos of insight will outpace their competitors
What is cross-channel experience?
Cross-Channel experience Design is the process of designing for all the touchpoints a person has with a business regardless of channel.
- Interactive touchpoints: Web, mobile, etc.
- Human touchpoints: Sales person, hotline, etc.
What you should do...
- Know the context of use
- Attention to detail counts
- Look for hacks
- Follow the whole engagement
- Learn the business process
- Understand how employees work
- We must break down the silos.
- We must cross-pollenate (collaborate with different parts of the company)
- We must work more like a hive.
... With a unified version of what we're trying to do.
Stephen Anderson - Critical Thinking Skills for UX Designers
Critical Thinking Skills - Z-Shaped Thinkers:
○ "When everyone zigs, zag."
○ Changing what you are doing through critical thinking
Z-Shaped Thinkers approach challenges (of all kinds!) in different ways.
Skills of Z-Shaped Thinkers:
- Rephrasing the problem
- Explore many perspectives
- Synthesize information
- Embrace constraints
- Challenge assumptions
- Appreciate details
Kristina Halvorson - Content/Communication
Problem: We still think about content as copywriting? It's just writing and everybody has Word :-)
Tools to get the writer in the room at the beginning - Content strategy
Content strategy plans for the creation, delivery and governance of content.
Core content strategy - What are we going to do with our content?
Content components: Structure & substance
People components: Workflow & governance