Total User Experience

Transcription

1 2014 March th, 2014 San Francisco, CA Total User Experience User Experience Design Aligning UX, CX and Product Management Scenario-Driven Design Multi-Channel and Touchpoint Identification Journey & Value-Chain Mapping Collaborative Experience Design Persona Development & Utilization Voice of Customer Innovation Networking Professional Development

2 Agenda At-A-Glance Monday, March 10 th 8:00 am Registration and Breakfast 8:30 am Opening Address: A Day in the Life of Your Customer Knowing customer behaviors and motivations to win and keep business 9:45 am 11:00 am Collaborative Experience Design An organizational collaboration approach to designing experiences that delight users Connected UX Integrated framework to manage the full UX process from research, to data management, to strategy Customer Experience Journey A multi-industry look into managing the customer experience Customer Insights for Innovation Leveraging customer & user challenges and opportunities to drive innovation 12:00 pm Lunch 1:00 pm Total User Experience Experience Design Total Customer Experience Getting More Users Across the Finish Line Framework and best practices to maximize completion rates Voice of Customer Excellence Create deep insights through information optimization and utilization Integrated Customer Experience System for ensuring a uniform customer experience across all touchpoints 2:15 pm Designing for Touch Optimizing user experience on mobile and touch platforms Cross Channel Experience Design Craft a uniform experience across sales channels and touchpoints Customer Value Chain Mapping Pinpoint engagement opportunities that enhance customer value 3:30 pm Agile UX Transformation Address the gaps between the agile development model and user experience design 4:30 pm Networking Reception Product Optimization through Test and Learn A fact-based approach to optimizing product features through real-world testing Maximizing your Return on Customer Experience Influencing the behaviors of customers and users to achieve the desired returns 8:00 am Registration and Breakfast 8:30 am 9:45 am 11:00 am 12:00 pm Lunch Opening Address: Driving An Experience-Based Culture Reinforce products & brands with an organizational strategy focused on the experience The Lean UXer Understanding the evolving hybrid roles in user experience and the importance of content strategy Tuesday, March 11 th Customer Experience Journey Mapping Develop useful diagrams that map step-by-step customer touch points Total User Experience Experience Design Total Customer Experience Persona Development & Utilization Create customer personas & product scenarios to tell a product story that produces a unified vision Influencing Behavior through Design Design product features that influence end-user behavior Multi-Channel Customer Loyalty Thinking creatively to delight customers and build long-term advocacy 1:00 pm Designing the Way Forward Integrating user experience and design with Agile development Cross Channel Experience Design Craft a uniform experience across sales channels and touchpoints Feedback Optimization Streamline customer feedback data, forms, survey s & more for optimal customer insights 2:15 pm Day 2 Closing Keynote: Designing Great Products Aligning desired experiences with products and services that deliver 3:15 pm Adjourn

3 Total 2014 User Experience Confirmed Presenters for 2014 include: Presenters Roy Barnes, Customer Experience Expert at Blue Space Consulting, Former SVP Marriott Vacation Club Glenn C. Wintrich Jr., Innovation Leader, Chief Innovation Office at Dell Tabitha Dunn, Managing Director, Customer Insights at Citrix Reginald Chatman, Director, Customer Advocacy/Experience at SanDisk Michael Kanazawa, Partner/Principal, Strategy at Ernst & Young David Sward, Senior Director User Experience at Cisco Sacha Adam, Senior Product Manager TurboTax at Intuit Dennis Reno, Vice President, Customer Success at New Relic Jim Nieters, Global Head, User Experience at HP Consumer Travel Michael McKay, UX Director at ebay, Inc Anshuman Taneja, Director of Product Management at Walgreens Brian Border, Director, CRM Marketing, Shutterfly Ken Krin, Director of Product Development at Sears Micah Alpern, Sr. Product Design Manager at LinkedIn Lowell Goss, Global Head of UX & Design at Telenav Ken Kring, Director of Product Development at Sears Kumar Kandaswamy, Platform Strategist at Chegg, Inc. John Boykin, User Experience & Design, Consultant Erin Liman, Founder, Innovation Accelerator at Innovation is Social, LLC Kelly Braun, Sr. Director, User Insights & Analytics at Walmart ecommerce Latha Swamy, Transformation Coach & Agile Practices Leader at GE Global Research CoE Malini Bakshi Leveque UX Architect at Hewlett Packard Converged Systems and more, contact Jason Evans at or for most up to date presenting roster.

4 Total User Experience 2014 The attendee profile at Total Customer Experience 2014 represents a breadth of titles & backgrounds, who rely on using data, insights and technology to understand and communicate with their customers. Sessions are geared to those at a director or manager level. Who Should Attend? User Experience Professionals Customer Experience and Intelligence Executives Webmasters Web & Product Development Professionals Information Architects Product Managers CRM Managers, Directors, VPs & Analysts Chief Marketing Officers Chief Sales & Business Development Officers Customer Service and Support Professionals Customer Solutions and Technology Heads Customer Loyalty and Operations Officers Marketing Managers, VPs, Directors & Analysts Relationship Managers, VPs, Directors & Analysts Communication Managers, VPs, Directors & Analysts Sales and Business Development Managers, VPs, Directors & Analysts PR & Community Outreach Professionals CIOs, IT Systems and Data Managers Business Analysts, Project/Program Managers Research Analysts and Managers Quality Analysts and Managers Strategic Planners CEOs & Corporate Strategy Executives Creating optimal user experiences promotes loyalty and Business builds brand Forecasting value. The 2011 challenge is a two-day, for today s three-track, designers, learning, developers networking and product summit managers focused is providing on business the right planning experiences by through way of the superior right channels prediction at the capabilities. right time. This Solving comprehensive these challenges program begins explores with the user a breadth - the of organizational customer and what forecasting we understand challenges about in their the wants areas of finance, and needs. market, economic, supply, demand and sales elements. Attendees are given an unrivaled Total User Experience 2014 is a two-day, three-track, opportunity to learn from case studies, hands-on learning, networking summit focused on user experience, workshops, and technology round tables, presented design, brand, agile development, feature prioritization by some of the most innovative practitioners, and research thought leaders and methodologists working in forecasting today. At Total User Experience 2014, attendees are given an unrivaled opportunity to learn from keynotes, case Business Forecasting 2011 is comprised of three studies, strategy, best-practice and interactive sessions, unique tracks; Financial Forecasting, Competitive presented by some of the most innovative practitioners, Intelligence and Demand Planning & Forecasting. thought leaders and methodologists working in customer Additionally, there is a fourth track included, which experience today. This integrated program provides the focuses on building capabilities in statistical most comprehensive user experience curriculum on the forecasting and leveraging forecasting tools. market today. This is a vendor/software-neutral event, Attendees instead focusing from on a wide innovative range case-studies, of industry and practical functional take-aways backgrounds and proven best-practice make it a strategies. goal to attend Business Forecasting This broad makeup Attendees from a wide range of industry and functional provides exceptional Networking Opportunities to backgrounds make it a goal to attend Total User enhance attendees experience at the event, as Experience This broad makeup provides well as build lasting relationships for continued exceptional Networking Opportunities to enhance learning well into the future. attendees experience at the event, as well as build lasting relationships for continued learning well into the future. Anyone with responsibilities for external customer/client management. To view previous summits attendee lists please contact Jason Evans at [email protected] or

5 Day One Monday, March 10 th Opening Address & Keynotes 8:30am - Opening Address A Day in the Life of Your Customer Knowing customer behaviors and motivations to win and keep business Customer lifecycle mapping to visualize value-adding opportunities Utilize a methodology that focuses on relevancy, consistency, frequency, value, recognition and interactivity to win and keep business Focus on emerging media is the customer engagement game changer Develop an engagement strategy using multiple channels and touch points Utilize a new capability model to optimize marketing spend Choose from 2 Keynotes: Total User Experience Keynote 9:45am Collaborative Experience Design An organizational collaboration approach to designing experiences that delight use Bring CX, UX and product managers into a collaborative and cross-functional, high-performance organization Create a customer-centered experience that leverages design, product and technology excellence Leverage the value found in voice-of-customer and test and learn methodologies Migrate to an Agile work environment that thrives on group creativity and remaining nimble to make rapid changes based on customer feedback and needs Develop a lean process from design to enterprise rollout 11:00am Connected UX Integrated framework to manage the full UX process from research, to data management, to strategy Mapping out UX timeline and redundancies Using data to drive the UX process Streamline UX data acquisition, cleansing and management Utilizing both small and large scale A/B and multivariate testing Encourage test and learn evangelism throughout the product organization Total Customer Experience Keynote 9:45am Customer Experience Journey A multi-industry look into managing the customer experience and the simple strategies that are vital to success Lessons learned through a customer experience executives s eye s at Pacific Bell, Continental Airlines, Microsoft, Plumtree & Oracle Empowering employees to be customer focused Value of walking in the customer s shoes Owning the customer and allowing your team to do the same 11:00am Customer Insights for Innovation Leveraging customer & user challenges and opportunities to drive innovation Defining innovation and dispelling the myths and types of innovation Creating a culture of innovation to change organizational thinking Creating a competitive advantage through business model innovation Product innovation and opportunity discovery techniques through user insights and feedback the design thinking approach

6 Day One Monday, March 10 th Breakout Sessions Choose from 3 tracks: Total User Experience Getting More Users Across the Finish Line Framework and best practices to maximize completion rates Increase your website s or mobile app s success by increasing your users success at completing critical processes Applies to any user process, such as completing a purchase, applying for insurance, placing a bid, posting a contribution, etc. Topics include accounts, terminology, format requirements, QA, error handling, and barriers to progress Experience Design Voice of Customer Excellence Create deep insights through information optimization and utilization Effective methodology used to capture Voice of Customer Using customer analytics to promote customer-driven innovation Product lifecycle analysis and linking VoC to product lifecycle stages Develop a growth strategy based on VoC that is rooted in lifecycle analysis Total Customer Experience Integrated Customer Management System for ensuring a uniform customer experience across all touchpoints Create and use a multi-channel and cross channel engagement strategy that maximizes touchpoints Utilize both activity-based and valuebased marketing to measure both quantitative and qualitative results of engagement Ensure consistency and uniformity of the voice speaking to customer across different engagement touchpoints Leverage customer data and analytics to know their DNA as they experience various channels and user platforms 2:15pm Designing for Touch Optimizing user experience on mobile and touch platforms 2:15pm Cross Channel Experience Design Craft a uniform experience across sales channels and touchpoints Addressing touch interface limitations and expectations Ensure a uniform and cohesive experience for users to ensure continuity Map the entire digital landscape of user touchpoints to identify touch specific experience opportunities Mobile usability testing strategies Overcoming input and cross-platform design challenges Design an integrated approaching to managing cross channel experience design Ensure a user experience that is consistent with brand objectives and strategic product vision Manage the user experience at all touch points across all channels Incorporate experience mapping to influence cross channel experiences Transform product design into experience design for improved user experience 2:15pm Customer Value Chain Mapping Pinpoint engagement opportunities that enhance customer value Break down each step or deliverable that adds value to your customers Grow the overall value proposition by exploiting the most valuable attributes of your product or service Gain insight into value-to-customer to enhance product innovation Enhance customer segmentation capabilities through better understanding of customer interests 3:30pm Agile UX Transformation Address the gaps between the agile development model and user experience design 3:30pm Product Optimization through Test and Learn A fact-based approach to optimizing product features through real-world testing Bring product features to market more successfully through better understanding of what features work Small-scale user testing methodology Large scale A/B testing tools and Use agile design principles for an iterative design process Use test and learn practices and apply the learning immediately to the development process Use prototyping, workshops and sketching to move the design process forward Create a multi-disciplinary, crossfunctional approach to user experience design to optimize resources and efficiency multivariate testing Encourage test and learn evangelism throughout the product organization Hands on examples of how test and learn works in different product environments 3:30pm Maximizing your Return on Customer Experience Influencing the behaviors of users and customers to achieve the desired returns Linking the CX to monetization and ROI Integrating decision tree mapping into the planning process Assigning and understanding weighted value touch-points Optimizing the CX for value-added transactions

7 Day Two Tuesday, March 11 th Opening Address & Keynotes 8:30am - Opening Address Driving An Experience-Based Culture Reinforce products & brands with an organizational strategy focused on the experience Instilling an experience based focus throughout all departments to transform organization culture and strategy Developing a roadmap for transforming people, process and technology elements of your customer management infrastructure Create a personalized approach to customer engagement through deeper customer understanding Gain a more comprehensive understanding of customer wants and needs for enhanced strategic and tactical planning capabilities Choose from 2 Keynotes: Total User Experience Keynote 9:45am The Lean UXer Understanding the evolving hybrid roles in user experience and the importance of content strategy Develop an iterative approach to content strategy that aligns with brand, strategy and user experience Content strategy fundamentals and how to explain them to all stakeholders Ensure consistent messaging through a uniform content governance framework Prioritize how content will be used to enhance user experience to evaluate whether content is applicable to product goals Total Customer Experience Keynote 9:45am Customer Experience Journey Mapping Develop useful diagrams that map step-by-step customer touch points Understanding the components of an ideal customer journey and transition from conversion funnel Streamline the customer experience by simplifying the purchase process Analyze the barriers, motivations, actions and possible questions to find duplication and missing links Optimize and support the customer s out-of-box experience Breakout sessions Choose from 3 tracks: Total User Experience 11:00am Persona Development & Utilization Create customer personas and product scenarios to tell a product story that produces unified vision Bridge the gap between customers and research and development Develop customer and user personas to create scenarios on how product features will be received Find common characteristics in customer and users through persona and storyboarding scenario analysis Taking personas to the next level to revamp not only products but UX and organizational culture and strategy Designing the Way Forward Integrating user experience and design with Agile development Explore a full UX team s journey of building and planning for a common user experience and UI platform Lessons learned and in linking various user center design processes, flows and best practices Understanding where and how to use Agile development in a UX plan Creating a UX vision and pragmatic practice to achieve a common user experience across products

8 Day Two Tuesday, March 11 th Breakout Sessions Experience Design 11:00am Influencing Behavior through Design Design product features that influence end-user behavior Leverage a methodological approach that ties influencing behavior through design Incorporate practices that push beyond just experiences and products to change behaviors Utilize design with intent strategies to positively influence behavior Create internal process that incentive systematic design strategies Scenario-Driven Design Create stories that visualize a new user experience through scenario analysis Explore design possibilities through creating multiple scenarios that visualize a user s experience based on key design features Use scenario findings to develop requirements to optimize the development process Pull together stakeholders through scenario visualization to create a holistic design process Develop effective scenarios and determine when to use them in the design Total Customer Experience 11:00am Attendee Quotes: Multi-Channel Customer Loyalty Thinking creatively to delight customers and build long-term advocacy Harness the power of user-generated content to increase brand value and develop competitive advantage The importance of customer voice and understanding the risks and rewards associated with customer evangelism Evaluate the costs and ROI associated with WOM and customer evangelism Methodology in how to effectively leverage customer evangelism to increase sales and build brand and reputation Feedback Optimization Streamline customer feedback data, forms, survey s & more for optimal customer insights "Obtained 3 action items to research/implement as a result of his presentation feedback "Excellent and content" outlets Overcoming common feedback and form design flaws Developing questions and form flow that results in insightful Enhance return rates through creative methods, promotions Seminars were very interesting to real-time me and I have brought back a lot of good information to use in my department Managing data and insights for multiple end-users Incorporating feedback in product & organizational strategy in 2:15pm - Closing Address Designing Great Products Aligning desired experiences with products and services that deliver Ensuring the experience permeates and is the focus throughout the product lifecycle road map Innovate and re-invent using customer and user experience focus and insights Three phase approach to defining and evaluating products and portfolios for optimal resource allocation Create product plans that deliver measureable business results that meet market needs and align customer and user experience initiatives Communicating the importance of the culture of experience in an organization strategy from top to bottom

9 Total User Experience 2014 Area San Francisco International Airport Located near San Francisco International Airport, our venue provides excellent access to Bay Area transportation as well as all the city has to offer. Altamont Group has on-the-ground knowledge of the area s best restaurants, hotels and shows to maximize your experience outside the Summit. Hotel and Accommodation Facilities Our venue s excellent location offers easy access to the entire San Francisco Bay Area. We have scouted locations throughout the region and find that the Hyatt San Francisco Airport offers excellent accommodations, an unrivaled meeting environment and tremendous value. Hyatt guests have access to a daily free trolley service from Hyatt Regency to downtown Burlingame. Altamont Group Inc. is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be addressed to the National Registry of CPE Sponsors, 150 Fourth Avenue North, Suite 700, Nashville, TN, Web site: Program Level: Delivery Method: Prerequisites: Advanced Preparation: Earn CPEs CPE Credits: 13 Basic Group-Live None None Travel This event is best accessed by-way-of San Francisco International Airport. A complimentary hotel shuttle leaves every minutes from SFO Airport, directly to the Hyatt. Oakland International Airport offers another convenient traveling option for our non-local guests and can be accessed by BART trains or taxi cabs. Venue Hyatt Regency Hyatt Regency SFO 1333 Bayshore Highway Burlingame, CA Negotiated Room Rate $ 209 / night Reservations: Mention the Gateway Room Block to the customer service agent to receive this exclusive reduced rate. Online Reservations:

10 R E G I S T R A T I O N Total User Experience 2014 March th San Francisco, CA Early Registration ** Early registration is available until: December 31 st, 2013 $ 1,599 Standard Registration $ 1,799 Additional Attendee $ 1,299 Three Attendee Rate $ 3,999 For current discount and group rates, please contact Jason Evans at: [email protected] or Attendee Information Attendee Name Title Organization Registration Information P: F: Additional Attendee Title Name Phone For questions regarding group discounts, accommodations or speaker information, contact Thomas Johnson at: Additional Attendee Title Name [email protected] Payment Information Check/Purchase Order Name on Card Card Number Expiration Date Credit Card CV2 (card verification number) All mailed registration, inquiries and payments to: Altamont Group Inc Alcatraz Avenue, #341 Berkeley, CA Billing Address City/State/Zip Pay By Check: Checks should be made payable to Altamont Group Inc. The mailing address for checks and tax forms is 2625 Alcatraz Avenue, #341, Berkeley, CA Altamont Group Federal Tax ID: Cancellation/Rescheduling Policy: All cancellations made four weeks or longer from the summit s start date will be provided a full refund or credit toward current or future Altamont Group programs. Any cancellations made within four weeks of the programs start date will be provided with credit toward current or future Altamont Group programs