Beyond the Interface to the Interaction David Roth

Size: px
Start display at page:

Download "Beyond the Interface to the Interaction David Roth"

Transcription

1 Beyond the Interface to the Interaction David Roth VP MISI Experience Design (XD) October 6, 2011

2 Warning Humanist Romantic Optimist XD Pragmatist

3 An idea that is so 300 BCE Purpose of philosophical study A happier life More pleasure, less sadness (stress) Epicurus 341 BCE 270 BCE

4 An idea that is so 300 BCE Error lies in the hasty interposition of opinion without waiting for corroboration of further sense evidence. * * As attributed by Wikipedia Epicurus 341 BCE 270 BCE

5 Beyond the interface...

6 Beyond the interface... to the interaction Human-Computer Interaction (HCI) vs. Human interaction (Hi)

7 An idea that is so 2011 Human-centered design as a paradigm shift takes the term human centered to mean more than simply considering the user in technology development. Rather it places our understanding of people, their concerns, and their activities at the forefront in the design of new technology. Prof. Liam Bannon Reimaging HCI: Toward a More Human-Centered Perspective, Interactions magazine 2011

8

9 Immutable Truth of Experience Design #4

10 Maslow s Hierarchy of Human Needs Self-actualization Esteem Love/Belonging Safety Physiological

11 Roth s Hierarchy of User Demands Meet my basic expectations. Usable

12 Roth s Hierarchy of User Demands Make it do this. Useful Usable

13 Roth s Hierarchy of User Demands Customizable Useful Usable Make it do this, but let me tweak it to my taste.

14 Roth s Hierarchy of User Demands Make it do this, but the way I do it. Personal Customizable Useful Usable

15 Roth s Hierarchy of User Demands Ubiquitous Make it do this the way I do it, when I do it, where I do it and on my device. Personal Customizable Useful Usable

16 What does it mean for experience designers?

17 Immutable Truth of Experience Design #5

18 No interaction stands alone Interaction Customer Service: Nothing I can do. No Interaction To a customer, people & technology are experienced synonymously. Customer Backend System Customer Dot Com Account Activation: Nothing I can do.

19 Beyond interaction design to service design Initial Contact Schedule Appointment Prep for Customer Visit Customer Visit Diagnose & Service Car Billing Procedures Customer Pickup & Billing Post- Service CRM Calls Dealer Chooses Date/Time Drops Off Car Picks Up Car Experience as service: many points, Pulls Info Coordinates Coordinates Coordinates Coordinates From/Updates Coordinates modes Pick-up/ Calls Scheduling/ and Post-Service Details means of interaction. Updates System Billing Billing CRM Customer Updates System System Generates Reminder Routes Calls Print Materials For Customer Print Billing Info Print Final Invoice Connect to the Sales Department

20 Get Human understand WHO you are designing for Get out of the lab and into the field.

21 Get Human understand the CONTEXT you re designing within Not just scenarios, tell stories.

22 Get Human CO-CREATE with your audience Tap into the wisdom of your crowd.

23 Regarding the customer experience Know Who: Get out of the lab Get Contextual: Stories, not just scenarios Co-Create: Be crowd smart So what s missing?

24 Immutable Truth of Experience Design #6

25 An idea that is so 2006 As enterprises better understand the interrelationship between roles, collaboration, content, and business processes, the need to provide information within the context of an information worker's daily activities will drive the implementation of Information Workplaces. Forrester Research - Context Is King In The New World Of Work 2006

26 Employees Are Customer Experience Pros Best Weapon The benefits include: Discovering emerging customer issues more quickly Generating improvement ideas more easily Building strong links between the quality of the employees and the customers experiences Forrester Research Report: Customer Experience (1/28/2011)

27 Knowing WHO your audience is still applies Get out of the lab and into the workplace.

28 CO-CREATION still applies Collaborators become advocates. Project Goals Rapid adoption Greater efficiency Fewer errors Employee satisfaction???

29 Understanding the CONTEXT still applies Take employee experience design to SEA level. Strategic Experience Alignment (SEA SM ) All people-systems-processes aligned to provide the experiences employees and customers must have for a company to meet its strategic business objectives.

30 SEA is an indicator of an organization s CX/EX maturity

31 Lots of maturity models emerging discipline maturing CEMM - Peppers and Rogers Group

32 Regarding the employee experience Know Who: Get into the workplace Co-Create: And make advocates Get Contextual: Take experience design to SEA level

33 The Age of Experience The customer experience is the next competitive battleground. Jerry Gregoire, CIO Dell Computer HP now has two large customer enterprises one for consumers and one for business customers. Each has a president and reporting directly to that president is a vice-president responsible for the total customer experience. S. Smith & J. Wheeler, 2002

34 In closing Perhaps the issue is no longer simply about reimagining HCI it s about reimagining, and then acting out, a better world. Prof. Liam Bannon Reimaging HCI: Toward a More Human-Centered Perspective, Interactions magazine 2011

35 Thank you Спасибо за внимание David Roth Humanist, Romantic, Optimist linkedin.com/in/drroth

IMPROVING CUSTOMER SUPPORT THROUGH UNIFIED OMNICHANNEL CUSTOMER SELF-SERVICE

IMPROVING CUSTOMER SUPPORT THROUGH UNIFIED OMNICHANNEL CUSTOMER SELF-SERVICE IMPROVING CUSTOMER SUPPORT THROUGH UNIFIED OMNICHANNEL CUSTOMER WHAT IS UNIFIED OMNICHANNEL CUSTOMER? OUR STORY As veterans of the software and customer service industries, we shared the same pains as

More information

Course Title: Introduction to Human Computer Interaction Course Number: HCI101 Course Prerequisites: none Credit Hours: 3 General Studies Credits: 0

Course Title: Introduction to Human Computer Interaction Course Number: HCI101 Course Prerequisites: none Credit Hours: 3 General Studies Credits: 0 Course Title: Introduction to Human Computer Interaction Course Number: HCI101 Course Prerequisites: none Credit Hours: 3 General Studies Credits: 0 I. Course Description: This course will cover some of

More information

MS-8913: Microsoft Dynamics CRM 4.0 Applications. Course Objectives. Required Exam(s) Price. Duration. Methods of Delivery.

MS-8913: Microsoft Dynamics CRM 4.0 Applications. Course Objectives. Required Exam(s) Price. Duration. Methods of Delivery. MS-8913: Microsoft Dynamics CRM 4.0 Applications This three-day instructor led course explores the Microsoft Dynamics CRM application from a user's perspective. Application functionality covered in the

More information

Fast Track: Applications in Microsoft Dynamics CRM 2015 / CRM Online (Microsoft Training Course: F1082) - 2 days

Fast Track: Applications in Microsoft Dynamics CRM 2015 / CRM Online (Microsoft Training Course: F1082) - 2 days Fast Track: Applications in Microsoft Dynamics CRM 2015 / CRM Online (Microsoft Training Course: F1082) - 2 days TARGET AUDIENCE This course provides both an introduction to Microsoft Dynamics CRM 2015

More information

Customer Service in Microsoft Dynamics CRM 2013 80545A; 1 Day; Instructor-led

Customer Service in Microsoft Dynamics CRM 2013 80545A; 1 Day; Instructor-led Customer Service in Microsoft Dynamics CRM 2013 80545A; 1 Day; Instructor-led Course Description This course focuses on how an organization can nurture customer satisfaction through automation of business

More information

Marketing Nutz Founders

Marketing Nutz Founders Polish Insurance Association Pam Moore CEO / Founder Marketing Nutz @PamMktgNut Building, growing & sustaining social business Marketing Nutz Founders Pam Moore CEO /Founder http://www.pamslinkedin.com

More information

Customer Information Management with CRM

Customer Information Management with CRM Customer Information Management with CRM om Gormley Research Scientist MI Sloan Center for Information Systems Research (CISR) May 20, 2002 his research was made possible by the support of CISR sponsors

More information

Jim Rosemary New Tech Web, Inc.

Jim Rosemary New Tech Web, Inc. Jim Rosemary New Tech Web, Inc. Our Agenda Statistics and definitions Success through planning Build it yourself? Important info Design considerations Content t is king! Usability 10 tip for website success

More information

The Smart Solution to Customer Relationship Management

The Smart Solution to Customer Relationship Management Dealer Intelligence The Smart Solution to Customer Relationship Management Car dealerships are shifting gears with Dealer Intelligence (DI): Designed with extensive research, knowledge, and real experience

More information

MAKING OF MOBILE STRATEGY

MAKING OF MOBILE STRATEGY MAKING OF MOBILE STRATEGY INKA VILPOLA, GM, IM TECHNOLOGY OFFICE 19.09.2013 Building big picture of the mobile From topics to examples Getting the commitment Our business areas POWER PLANTS SHIP POWER

More information

Contextual Service Design Harnessing Digital Disruption

Contextual Service Design Harnessing Digital Disruption Contextual Service Design Harnessing Digital Disruption solstice at-a-glance Our mission is to transform the way the world does business through the use of contextual technologies Delivering value to our

More information

Measurement for Successful Projects. Authored by Michael Harris and David Herron

Measurement for Successful Projects. Authored by Michael Harris and David Herron Measurement for Successful Projects Authored by Michael Harris and David Herron Software Project Managers have many responsibilities ranging from managing customer expectations to directing internal resources

More information

The Future of Digital CX Julie Ask, VP & Principal Analyst

The Future of Digital CX Julie Ask, VP & Principal Analyst The Future of Digital CX Julie Ask, VP & Principal Analyst September 24, 2015 Agenda How has mobile changed consumer engagement paradigms? How are companies approaching mobile today and why do they fall

More information

A Forrester Consulting Thought Leadership Paper Commissioned By AT&T Collaboration Frontier: An Integrated Experience

A Forrester Consulting Thought Leadership Paper Commissioned By AT&T Collaboration Frontier: An Integrated Experience A Forrester Consulting Thought Leadership Paper Commissioned By AT&T August 2013 Table Of Contents Executive Summary... 2 The Profile Of Respondents Is Across The Board... 3 Investment In Collaboration

More information

Chapter 8 Order Management and Customer Service

Chapter 8 Order Management and Customer Service Chapter 8 Order Management and Customer Service Order Management executes the operating plan based on demand forecast. It is the interface between buyers and sellers and consists of: Influencing the Order

More information

PVHS 2.0. Mitchell Raver, Matt Ciuppa, LaVar James

PVHS 2.0. Mitchell Raver, Matt Ciuppa, LaVar James PVHS 2.0 Mitchell Raver, Matt Ciuppa, LaVar James Plan for PVHS 2.0 Name: Maple Hill High School Overall Education Philosophy: Our overall education philosophy would be to have a strong connection with

More information

Customer Service in Microsoft Dynamics CRM 2013

Customer Service in Microsoft Dynamics CRM 2013 CÔNG TY CỔ PHẦN TRƯỜNG CNTT TÂN ĐỨC TAN DUC INFORMATION TECHNOLOGY SCHOOL JSC LEARN MORE WITH LESS! Course 80545: Customer Service in Microsoft Dynamics CRM 2013 Length: 1 Days Audience: Information Workers

More information

Is Your Company Mobile Ready?

Is Your Company Mobile Ready? Is Your Company Mobile Ready? A CAPRIZA WHITEPAPER JANUARY 2014 Summary There s more to going mobile than appointing a mobility task force and developing an enterprise mobility strategy. Those are two

More information

Enterprise Mobility Management 101

Enterprise Mobility Management 101 Instant, Secure and Accountable Enterprise Mobility Management 101 Why a complete Enterprise Mobility Management strategy is crucial in today s mobile-first workplace Executive Summary Mobile devices have

More information

It s now 9:00 am. Yes, you are a consumer relations professional and this is a typical day.

It s now 9:00 am. Yes, you are a consumer relations professional and this is a typical day. You have just thanked Mrs. Smith for her call and hung up the phone. Before that, you helped a dozen other consumers and agents by listening to their situations, resolving problems, finding answers and

More information

STRUCTURALISM: Wilhelm Wundt and Edward Titchener

STRUCTURALISM: Wilhelm Wundt and Edward Titchener STRUCTURALISM: Wilhelm Wundt and Edward Titchener Wilhelm Wundt (1832-1920) Wilhelm Wundt (1832-1920): Established first first Psychology Lab Lab in in Germany. Defined psychology as as the the science

More information

Integrating Predictive Analytics Into Clinical Practice For Improved Outcomes & Financial Performance

Integrating Predictive Analytics Into Clinical Practice For Improved Outcomes & Financial Performance Transforming the HHS Experience Improving the relationship between payers, providers and consumers Integrating Predictive Analytics Into Clinical Practice For Improved Outcomes & Financial Performance

More information

How to Prepare Your Company to Manage Change

How to Prepare Your Company to Manage Change How to Prepare Your Company to Manage Change By Bill Brendler Brendler Associates A CustomerThink SMART Guide from Copyright 2003 CustomerThink Corporation and CRMGuru.com. All Rights Reserved. Introduction

More information

Hewlett Packard Enterprise

Hewlett Packard Enterprise Hewlett Packard Enterprise HP Enterprise Services Hybrid Innovations in Mobile Channels Internet of things (IoT) in the banking and insurance market CIAB FEBRABAN 2015 TRANSAMERICA EXPO CENTER, SÃO PAULO

More information

Positive psychology in practice

Positive psychology in practice http://www.health.harvard.edu/newsweek/positive-psychology-in-practice.htm Positive psychology in practice (This article was first printed in the May 2008 issue of the Harvard Mental Health Letter.) Positive

More information

SAP CRM RAPID DEPLOYMENT SOLUTION. Package Overview

SAP CRM RAPID DEPLOYMENT SOLUTION. Package Overview SAP CRM RAPID DEPLOYMENT SOLUTION Package Overview Agenda About Acorel Introduction of Rapid deployment Solution RDS for SAP CRM Overview Solution RDS - Timeline Implementation Costs RDS - Summary 2 3

More information

Does crew resource management (CRM) training enhance or hinder acting under a disturbance situation? - experiences from the aviation and nuclear power fields CRM Cockpit Resource Management Crew Resource

More information

Management and Organizational Behavior. Historical Foundations. Classical Approaches. Historical Foundations of Management - 2

Management and Organizational Behavior. Historical Foundations. Classical Approaches. Historical Foundations of Management - 2 Management and Organizational Behavior Historical Foundations of Management - 2 Historical Foundations Classical Approaches to Management Behavioral Approaches to Management Modern Approaches to Management

More information

Transforming the Customer Experience through a Contextual Multichannel Strategy

Transforming the Customer Experience through a Contextual Multichannel Strategy White Paper Communicate in Context to Build Your Brand Transforming the Customer Experience through a Contextual Multichannel Strategy by Eric Camulli A great customer experience is one that harmoniously

More information

The role of integrated requirements management in software delivery.

The role of integrated requirements management in software delivery. Software development White paper October 2007 The role of integrated requirements Jim Heumann, requirements evangelist, IBM Rational 2 Contents 2 Introduction 2 What is integrated requirements management?

More information

SA WHITE PAPER: Marketing Trends and Insights in the Home Sector for 2016

SA WHITE PAPER: Marketing Trends and Insights in the Home Sector for 2016 SA WHITE PAPER: Marketing Trends and Insights in the Home Sector for 2016 Objective Uncover emerging trends and insights in the home products/services sector designed to help SA clients translate this

More information

THE ANALYTICS CLOUD REVIEW

THE ANALYTICS CLOUD REVIEW THE ANALYTICS CLOUD REVIEW A PRIMER FOR B2B MARKETERS www.brightfunnel.com sales@brightfunnel.com 90% of the world s data has been created in the last two years 1. At the heart of this data lies a wealth

More information

Mobile Security Challenge Emerges Smart IT Leaders Evaluating Pervasive Security Options

Mobile Security Challenge Emerges Smart IT Leaders Evaluating Pervasive Security Options Mobile Security Challenge Emerges Smart IT Leaders Evaluating Pervasive Security Options By Robin Gareiss Executive Vice President and Founder, Nemertes Research Executive Summary As more employees bring

More information

Building SaaS Applications for. A Dealer Management Case Study. CIO Nissan Greece

Building SaaS Applications for. A Dealer Management Case Study. CIO Nissan Greece Building SaaS Applications for Your Business Partners: A Dealer Management Case Study Michalis Moraitis CIO Nissan Greece Dealer Management System (DMS) an advanced SaaS solution SaaScon 2010 Santa Clara,

More information

What is the Humanist Perspective? What are the key ideas in the Humanistic perspective of personality?

What is the Humanist Perspective? What are the key ideas in the Humanistic perspective of personality? What is the Humanist Perspective? LP 13C Humanist Perspective 1 What are the key ideas in the Humanistic perspective of personality? Differences with the Psychoanalysts: Humanists focus on the healthy

More information

Adaptive Case Management - Capabilities for Faster Decisions

Adaptive Case Management - Capabilities for Faster Decisions Adaptive Case Management - Capabilities for Faster Decisions Tayo Runsewe Chris Pinnell ECM Solutions IBM Canada ECM Client Solution Professional IBM Canada The beginning of wisdom is a definition of terms

More information

Improving customer satisfaction and operational efficiencies with a proven portal solution.

Improving customer satisfaction and operational efficiencies with a proven portal solution. Portal solutions for the insurance industry Executive brief November 2005 Improving customer satisfaction and operational efficiencies with a proven portal solution. Page 2 Contents 2 Executive summary

More information

ENTERPRISE MOBILITY GIVE YOUR BUSINESS THE BIG ADVANTAGE

ENTERPRISE MOBILITY GIVE YOUR BUSINESS THE BIG ADVANTAGE Business Solutions through Software ENTERPRISE MOBILITY GIVE YOUR BUSINESS THE BIG ADVANTAGE 1 Executive Summary: Today, mobility is considered to be one of the most disruptive technology innovation faced

More information

Key Marketing Trends & Developments in 2015

Key Marketing Trends & Developments in 2015 Key Marketing Trends & Developments in 2015 Markos Fragoulopoulos INTERAMERICAN Marketing Director Chairman of Hellenic Institute of Marketing Athens, 09/10/2014 Markets are moving faster than Marketing

More information

COURSE SYLLABUS COURSE TITLE:

COURSE SYLLABUS COURSE TITLE: BLUE BUFFALO PRESS LLC 55073A MASTER DATA SERVICES, DATA QUALITY SERVICES WITH SQL 2012-2014 AND EXCEL 1 COURSE SYLLABUS COURSE TITLE: FORMAT: CERTIFICATION EXAMS: 55073A Master Data Services, Data Quality

More information

PIVOTAL CRM ARCHITECTURE

PIVOTAL CRM ARCHITECTURE WHITEPAPER PIVOTAL CRM ARCHITECTURE Built for Enterprise Performance and Scalability WHITEPAPER PIVOTAL CRM ARCHITECTURE 2 ABOUT Performance and scalability are important considerations in any CRM selection

More information

Service Management in Microsoft Dynamics CRM 2011

Service Management in Microsoft Dynamics CRM 2011 Course 80292A: Service Management in Microsoft Dynamics CRM 2011 About this Course This course introduces Microsoft Dynamics CRM service management functionality and explains how it helps organizations

More information

Intelligent Swarming: Considerations for Starting Out

Intelligent Swarming: Considerations for Starting Out Most people work just hard enough not to get fired and get paid just enough money not to quit. - George Carlin Intelligent Swarming: Considerations for Starting Out The Problem/Opportunity: 70% of the

More information

E-reader Usability: Nielsen Norman Group Analysts Grade ipad, Kindle Featuring Hoa Loranger & Marieke McCloskey

E-reader Usability: Nielsen Norman Group Analysts Grade ipad, Kindle Featuring Hoa Loranger & Marieke McCloskey E-reader Usability: Nielsen Norman Group Analysts Grade ipad, Kindle Featuring Hoa Loranger & Marieke McCloskey For podcast release Monday, October 4, 2010 ANNOUNCER: Welcome to a podcast of Beyond the

More information

ActivityView Meeting room information and dynamic directions made easy.

ActivityView Meeting room information and dynamic directions made easy. ActivityView Meeting room information and dynamic directions made easy. Welcome guests and visitors with a professional digital signage solution showing the way to their meetings. ActivityView from AskCody

More information

Integrations: SnapApp & Oracle Eloqua

Integrations: SnapApp & Oracle Eloqua Integrations: SnapApp & Oracle Eloqua Get More Out of Your Oracle Eloqua Investment SnapApp isn t just about creating great content. It s also a tool for amplifying your marketing ecosystem gathering better

More information

Achieving Excellence in Customer Management: Understanding the Perfect Customer Experience

Achieving Excellence in Customer Management: Understanding the Perfect Customer Experience Achieving Excellence in Customer Management: Understanding the Perfect Customer Experience Professor Moira Clark Maximising Value through Relationships www.hccmsite.co.uk The 21 st Century Customer Customers

More information

(( Typical Personality in University Lecturer ))

(( Typical Personality in University Lecturer )) (( Typical Personality in University Lecturer )) Prof. Yousif Hama Salih Mustafa Ph.D. in psychology (personality and mental health) Salahaddin university E-mail: yousifhsm@gmail.com Mob: 07504514924 June

More information

Streamline Business Processes, Maximize Agent Performance and Enhance the Customer Experience

Streamline Business Processes, Maximize Agent Performance and Enhance the Customer Experience 1 Product Whitepaper: Streamline Business Processes, Maximize Agent Performance and Enhance the Customer Experience Not all contact center agents are created equal, so how do you level the playing field

More information

The Business Value of a Web Services Platform to Your Prolog User Community

The Business Value of a Web Services Platform to Your Prolog User Community The Business Value of a Web Services Platform to Your Prolog User Community A white paper for project-based organizations that details the business value of Prolog Connect, a new Web Services platform

More information

GENPACT partners with Automation Anywhere to deliver Robotic Process Automation (RPA) An Automation Anywhere Case Study

GENPACT partners with Automation Anywhere to deliver Robotic Process Automation (RPA) An Automation Anywhere Case Study GENPACT partners with Automation Anywhere to deliver Robotic Process Automation (RPA) An Automation Anywhere Case Study Automating F&A processes takes a trucking company the extra mile Industry: Trucking

More information

Customer Experience: The Big Picture

Customer Experience: The Big Picture Customer Experience: The Big Picture InMoment CX Elevated 2014!"#$%&'%()*+&!"#$%&'()*%+,(-#.#/&'&0,'0#1&%-'2%# '%()*+&,"-#.& 3404(-#5678# Take the CX Path From Fluff to Tough The fluff to tough blueprint

More information

How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0

How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 Matthias Göhler Vice President Product Management Multi Channel, SAP AG Learning Points In this

More information

INTRODUCTION TO BUSINESS INTELLIGENCE What to consider implementing a Data Warehouse and Business Intelligence

INTRODUCTION TO BUSINESS INTELLIGENCE What to consider implementing a Data Warehouse and Business Intelligence INTRODUCTION TO BUSINESS INTELLIGENCE What to consider implementing a Data Warehouse and Business Intelligence Summary: This note gives some overall high-level introduction to Business Intelligence and

More information

World Community Grid Mass Installation and Customizing Client Behavior

World Community Grid Mass Installation and Customizing Client Behavior Mass Installation and Customizing Client Behavior Mass Installation What are some situations where members are performing mass installations of the World Community Grid Client? University Labs Corporate

More information

MKT 3525 SALES MANAGEMENT FINAL

MKT 3525 SALES MANAGEMENT FINAL MKT 3525 SALES MANAGEMENT FINAL Chapter 3: Territory Management Sales opportunity management - Generating new accounts - Managing existing accounts - Sales versus profits - Personal time management A process

More information

CS160: User Interface Design, Prototyping and Evaluation. Prof: John Canny GSI: Anuj Tewari

CS160: User Interface Design, Prototyping and Evaluation. Prof: John Canny GSI: Anuj Tewari CS160: User Interface Design, Prototyping and Evaluation Prof: John Canny GSI: Anuj Tewari Theme for this semester: Mobile apps Where does the UI begin and end? Does User Experience design matter? There

More information

Conflict in Organizations

Conflict in Organizations Joel A. DiGirolamo, BSEE, MBA, MS Psychology Conflict in Organizations Agenda Background When Conflict Arises Good Conflict Tools Going Postal Is the homicide rate for postal workers higher or lower than

More information

SYNTHESIO PRODUCT GUIDE THE EXPERIENCE RELEASE

SYNTHESIO PRODUCT GUIDE THE EXPERIENCE RELEASE OVERVIEW This guide details new features introduced in the October Experience Release, unveiled to current customers on October 15th, 2014 and the general public on October 30th, 2014. This release introduces

More information

DESIGNING FOR THE USER INSTEAD OF YOUR PORTFOLIO

DESIGNING FOR THE USER INSTEAD OF YOUR PORTFOLIO DESIGNING FOR THE USER INSTEAD OF YOUR PORTFOLIO AN INTRODUCTION TO USER EXPERIENCE DESIGN Wade Shearer wadeshearer.com Wade Shearer User Experience Designer and Evangelist Vivint, Omniture, LDS Church,

More information

Software Engineers and HCI Practitioners Learning to Work Together: A Preliminary Look at Expectations

Software Engineers and HCI Practitioners Learning to Work Together: A Preliminary Look at Expectations Software Engineers and HCI Practitioners Learning to Work Together: A Preliminary Look at Expectations Allen E. Milewski Monmouth University amilewsk@monmouth.edu Abstract This survey studied the expectations

More information

Why Collective Intelligence is Essential to Social CRM

Why Collective Intelligence is Essential to Social CRM May 2010 White Paper Why Collective Intelligence is Essential to Social CRM By Allen Bonde All information in this sponsored white paper is based on the best available resources, reflects our opinions

More information

Adopting the DMBOK. Mike Beauchamp Member of the TELUS team Enterprise Data World 16 March 2010

Adopting the DMBOK. Mike Beauchamp Member of the TELUS team Enterprise Data World 16 March 2010 Adopting the DMBOK Mike Beauchamp Member of the TELUS team Enterprise Data World 16 March 2010 Agenda The Birth of a DMO at TELUS TELUS DMO Functions DMO Guidance DMBOK functions and TELUS Priorities Adoption

More information

Five Strategies to Build a Successful Email Marketing Campaign

Five Strategies to Build a Successful Email Marketing Campaign Five Strategies to Build a Successful Email Marketing Campaign David Daniels, CEO & Co-Founder - The Relevancy Group, LLC Christopher Nash, Senior Business Optimization Consultant Sitecore Reminders for

More information

The impact of ecommerce on Shippers, Transportation Providers, & 3PLs. Presented by Adam Robinson, Marketing Manager, Cerasis

The impact of ecommerce on Shippers, Transportation Providers, & 3PLs. Presented by Adam Robinson, Marketing Manager, Cerasis The impact of ecommerce on Shippers, Transportation Providers, & 3PLs Presented by Adam Robinson, Marketing Manager, Cerasis The Amazon Effect The Evolution of Logistics and Supply Chains from Direct to

More information

CT30A8901 Chapter 10 SOA Delivery Strategies

CT30A8901 Chapter 10 SOA Delivery Strategies CT30A8901 Chapter 10 SOA Delivery Strategies Prof. Jari Porras Communications Software Laboratory Contents 10.1 SOA Delivery lifecycle phases 10.2 The top-down strategy 10.3 The bottom-up strategy 10.4

More information

Client Relationship Management. LIA Cork 9 th September 2008. Eanna McCloskey Wealth Options Ltd. Know your customer. Definition. Know your customer

Client Relationship Management. LIA Cork 9 th September 2008. Eanna McCloskey Wealth Options Ltd. Know your customer. Definition. Know your customer Eanna McCloskey Wealth Options Ltd. Client Relationship Management LIA Cork 9 th September 2008 Definition Knowledge of your CUSTOMER, his/her needs, wants and motives Appreciation of the length, width

More information

The 4 Mindsets of Mobile Product Design. Scott Plewes

The 4 Mindsets of Mobile Product Design. Scott Plewes The 4 Mindsets of Mobile Product Design Scott Plewes With the recent popularity of smart phones and tablets, software product managers are under pressure to create mobile versions of their products for

More information

The Risks, Benefits & ROI of Custom Business Software

The Risks, Benefits & ROI of Custom Business Software #203, 10235 124 St NW Edmonton AB T5N 1P9 tel. (780) 413-6397 fax. (780) 433-7548 www.emergence.com info@emergence.com The Risks, Benefits & ROI of Custom Business Software Prepared by Emergence by Design

More information

PLUGGED IN Providing Likeable and Understandable Guidelines using GRADE in the EMR with Direct links to INdividual patient data

PLUGGED IN Providing Likeable and Understandable Guidelines using GRADE in the EMR with Direct links to INdividual patient data A Project PLUGGED IN Providing Likeable and Understandable using GRADE in the EMR with Direct links to INdividual patient data Guideline used directly as decision support Linn Brandt www.magicproject.org

More information

City University of Hong Kong. Information on a Course offered by Department of Information Systems with effect from Semester A in 2014 / 2015.

City University of Hong Kong. Information on a Course offered by Department of Information Systems with effect from Semester A in 2014 / 2015. City University of Hong Kong Information on a Course offered by Department of Information Systems with effect from Semester A in 2014 / 2015. Part I Course Title: Course Code: Course Duration: Human-Computer

More information

7 Secrets To Websites That Sell. By Alex Nelson

7 Secrets To Websites That Sell. By Alex Nelson 7 Secrets To Websites That Sell By Alex Nelson Website Secret #1 Create a Direct Response Website Did you know there are two different types of websites? It s true. There are branding websites and there

More information

Sanford Improvement Making Lean Work in Healthcare

Sanford Improvement Making Lean Work in Healthcare Sanford Improvement Making Lean Work in Healthcare David Peterson Enterprise Director of Continuous Improvement Outline/Agenda Office of Continuous Improvement Who are we and what do we do? History/Journey

More information

Literature Review: Starting Mobile Application Development for E-Sports Portal Hayoung Noh

Literature Review: Starting Mobile Application Development for E-Sports Portal Hayoung Noh Literature Review: Starting Mobile Application Development for E-Sports Portal Hayoung Noh Computer Science Honours Programme University of Cape Town 13 May 2014 Abstract Constant demand for mobile applications

More information

Digital Retailing Port City Nissan Case Study

Digital Retailing Port City Nissan Case Study Digital Retailing Port City Nissan Case Study Dealertrack Digital Retailing A streamlined website to in-store sales process pays off in more sales and a better customer experience General Sales Manager

More information

Information Technology Governance: Key Success Factors

Information Technology Governance: Key Success Factors Information Technology Governance: Key Success Factors Tim Brooks VP & CIO Saint Louis University AITP September 22, 2011 Tim Brooks - Saint Louis University 1 Discussion Points What is IT Governance?

More information

EHRs and Contexts of Use

EHRs and Contexts of Use 2 EHRs and Contexts of Use A Providers Perspective on EHR User Experience Presented by March 2013 1 EHRs and Contexts of Use It s not a new concept. Most modern EHRs, descending from products designed

More information

Emporis Academy Private Limited. Course Syllabus. Microsoft Dynamics CRM 4.0 Applications (Elements of this syllabus are subject to change.

Emporis Academy Private Limited. Course Syllabus. Microsoft Dynamics CRM 4.0 Applications (Elements of this syllabus are subject to change. Emporis Academy Private Limited Course Syllabus Microsoft Dynamics CRM 4.0 Applications (Elements of this syllabus are subject to change.) Key Data: Course number: 8913B Instructor-Led Training (lecture

More information

Six Big Things to Watch in Marketing in 2013

Six Big Things to Watch in Marketing in 2013 Six Big Things to Watch in Marketing in 2013 1 Technology is the catalyst for new marketing trends 2 3 4 5 Technology isn t inventing completely new things it s inventing new expectations about things

More information

90% 25 Fascinating Facts & Stats about LiveChat. The Numbers. of Customers consider livechat useful.

90% 25 Fascinating Facts & Stats about LiveChat. The Numbers. of Customers consider livechat useful. Copyright Arcanys 2010 2014 25 Fascinating Facts & Stats about LiveChat A list of stats and facts about live chat and the customer experience that you may not know, and some you probably didn t need to

More information

MODERNIZING FIELD SERVICE TECHNICIANS WITH MOBILITY SOLUTIONS

MODERNIZING FIELD SERVICE TECHNICIANS WITH MOBILITY SOLUTIONS MODERNIZING FIELD SERVICE TECHNICIANS WITH MOBILITY SOLUTIONS A RapidValue Solutions Whitepaper Contents Executive Summary 03 The Significance of Field Service Mobility Life without Mobility Benefits for

More information

Elevate Customer Experience and Engagement in the New Digital World

Elevate Customer Experience and Engagement in the New Digital World Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,

More information

THE DIGITAL INFLUENCE: HOW ONLINE RESEARCH PUTS AUTO SHOPPERS IN CONTROL

THE DIGITAL INFLUENCE: HOW ONLINE RESEARCH PUTS AUTO SHOPPERS IN CONTROL THE DIGITAL INFLUENCE: HOW ONLINE RESEARCH PUTS AUTO SHOPPERS IN CONTROL INTRODUCTION MANY AUTO MARKETERS WRESTLE WITH THE QUESTION OF WHETHER THEY RE GETTING THE MOST OUT OF THEIR MARKETING BUDGETS. AFTER

More information

Project Management Lecture. Andy Branca, Ph.D. Director Industry Relations UWEB

Project Management Lecture. Andy Branca, Ph.D. Director Industry Relations UWEB Project Management Lecture Andy Branca, Ph.D. Director Industry Relations UWEB Project Management What is it? Where did it come from? Role of Project Manager Projects Vs. Programs G O O D C U S T O M E

More information

SOCIAL LEARNING PART FOUR. 6 tips for building authority SOCIAL LEARNING: THE COMPLETE GUIDES, FROM TOTARA LEARNING

SOCIAL LEARNING PART FOUR. 6 tips for building authority SOCIAL LEARNING: THE COMPLETE GUIDES, FROM TOTARA LEARNING SOCIAL LEARNING: THE COMPLETE GUIDES, FROM TOTARA LEARNING PART FOUR SOCIAL LEARNING 6 tips for building authority by Totara Learning in association with Julian Stodd www.totaralms.com 1 We all want to

More information

Interaction Design DECO1200

Interaction Design DECO1200 Interaction Design DECO1200 Rob Saunders web: http://www.arch.usyd.edu.au/~rob e-mail: rob@arch.usyd.edu.au office: Room 274, Wilkinson Building Administration Lectures 1000 1100 Eastern Avenue Seminar

More information

IT as a Business Game Changer 7 Keys to Get You There 1

IT as a Business Game Changer 7 Keys to Get You There 1 IT as a Business Game Changer 7 Keys to Get You There 1 IT as a Business Game Changer may in Monitoring your 7 Keys find company. yourself network If you have systems recognized and applications the need

More information

FXLoader Cloud Service Deployment Guide

FXLoader Cloud Service Deployment Guide Version: FXLoader Cloud Service Deployment Guide www.fxloader.com Copyright 2002-2015 FXLoader - Care I.T. Services Ltd. All Rights Reserved Version: Contents INTRODUCTION DEPLOYMENT GUIDE Overview Audience

More information

MAXIMIZING ROI FOR YOUR FIELD SERVICE MOBILITY SOLUTION

MAXIMIZING ROI FOR YOUR FIELD SERVICE MOBILITY SOLUTION MAXIMIZING ROI FOR YOUR FIELD SERVICE MOBILITY SOLUTION A mobile field service solution can help you turn your field service operation from a cost center into a profit center. Field service isn t just

More information

THE IMPACT OF CHANGE MANAGEMENT IN ERP SYSTEM: A CASE STUDY OF MADAR

THE IMPACT OF CHANGE MANAGEMENT IN ERP SYSTEM: A CASE STUDY OF MADAR THE IMPACT OF CHANGE MANAGEMENT IN ERP SYSTEM: A CASE STUDY OF MADAR 1 ABEER N. AL-NAFJAN, 2 Dr. ABDULLAH S. AL-MUDIMIGH 1 Department of Computer Sciences, CCIS, Al - Imam Muhammad Ibn Saud Islamic University,

More information

Integrating Siebel CRM 8 with Oracle Applications

Integrating Siebel CRM 8 with Oracle Applications Integrating Siebel CRM 8 with Oracle Applications Agenda Corporate Overview Siebel 8.0 New Features Siebel Integration Approaches Integration with Oracle Applications Option 1 Option 2 Pros and Cons Evaluation

More information

Using Simulation to Understand and Optimize a Lean Service Process

Using Simulation to Understand and Optimize a Lean Service Process Using Simulation to Understand and Optimize a Lean Service Process Kumar Venkat Surya Technologies, Inc. 4888 NW Bethany Blvd., Suite K5, #191 Portland, OR 97229 kvenkat@suryatech.com Wayne W. Wakeland

More information

MEASURING THE SUCCESS

MEASURING THE SUCCESS THE COMPLETE GUIDE TO MEASURING THE SUCCESS OF DIRECT MAIL MARKETING Everything you need for success in the modern marketing organization 1 Contents Introduction 3 Measure the effectiveness Part I 5 Driving

More information

Enterprise Content Management discovering

Enterprise Content Management discovering Enterprise Content Management discovering content as an asset boost productivity and collaboration Your business technologists. Powering progress Collaboration underpins productivity Every business generates

More information

How to Maximise ROI and drive IT Governance with Visual Studio Team System

How to Maximise ROI and drive IT Governance with Visual Studio Team System How to Maximise ROI and drive IT Governance with Visual Studio Team System The Power of an Integrated ALM Solution Julio Fernández-Gayoso Sales manager for Development Tools Western European Microsoft

More information

Ozgur Aktunc Assistant Professor of Software Engineering St. Mary s University

Ozgur Aktunc Assistant Professor of Software Engineering St. Mary s University Ozgur Aktunc Assistant Professor of Software Engineering St. Mary s University WORLD INTERNET USAGE AND POPULATION STATISTICS World Regions Population ( 2010 Est.) Internet Users Dec. 31, 2000 Internet

More information

Medisoft Version The Confident Choice for Compliant Practice Management

Medisoft Version The Confident Choice for Compliant Practice Management Medisoft Version The Confident Choice for Compliant Practice Management Medisoft Version 18 a proven, trusted and affordable practice management solution designed to simplify and streamline the way you

More information

Grange Insurance Success Story

Grange Insurance Success Story Grange Insurance Success Story Photo Credit: Matthew Carbone Dynamics CRM Customer Story Grange Insurance Strengthens its Hassle-free Customer Service with CRM CUSTOMER PROFILE Grange Insurance, founded

More information

SELECTING BUSINESS APPLICATION SOFTWARE: BUILD VS. BUY

SELECTING BUSINESS APPLICATION SOFTWARE: BUILD VS. BUY WHITE PAPER SELECTING BUSINESS APPLICATION SOFTWARE: BUILD VS. BUY Guidance for Associations Evaluating Software Technology Solutions Build or Buy? It s a recurring and timely question for associations

More information