IntraNote ERFA - Find forelskelsen - Brugerrejse og brugeroplevelse

IntraNote ERFAOktober 2016

Laura Vilsbaeklauravilsbaek.dk@lauravilsbaek

Photo: Micky Wiswedel

FINDFORELSKELSEN

http://lauravilsbaek.dk

IntraNote ERFAlauravilsbaek.dk / @lauravilsbaek

INDHOLD1. Ganske kort om mig

2. Design Thinking

3. Brugerrejsen

4. Skab bedre brugeroplevelser

EAAA - Strategiproces for Multimedie og Digital Kommunikation Laura Vilsbaek - Projektledelse i Praksis - lauravilsbaek.dk

• Digital forretningsudvikling & projektledelse

• Cand.mag. i religion og kommunikation

• Freelance, Designit, IntraNote

• www.lauravilsbaek.dk / @lauravilsbaek

LAURA VILSBAEK

2015

Digital strategi og projektledelse for FN’s organisationer i hele verden.

Klima, bæredygtighed, migration, kvinder, børn, tørke…

FN

2015

Supporting Merial on their strategic journey towards becoming the trusted partner within pet wellness and animal health.

Business & digital transformation as well as various digital products & services all aiming to enable healthier & happier lives for pets, their parents and their vets.

From pharma company to pet wellness enabler

Merial

2015

Bringing a bit of user experience and adding a touch of design expertise to a manufacturer manufacturing a lot of the devices we all use every day.

B2B manufacturer moving into consumer electronics

Goertek

DESIGN THINKING

“A formalized methodology for applying a systematic form of creativity and innovation

within business.”

—Reuven Cohen, ‘Unicorn Breeder’

Source: http://www.forbes.com/sites/reuvencohen/2014/03/31/design-thinking-a-unified-framework-for-innovation/#62cef64456fc

http://www.forbes.com/sites/reuvencohen/2014/03/31/design-thinking-a-unified-framework-for-innovation/#62cef64456fc

GOD FORRETNING

Source: http://www.dmi.org/?page=DesignDrivesValue

http://www.dmi.org/?page=DesignDrivesValue

INNOVATION

Source: ideo.com

INNOVATION

http://ideo.com

DET HANDLER IKKE OM DESIGN

ELLER OM DESIGNEREN

DET HANDLER OM MENNESKER

OG HVORDAN DE FORELSKER SIG

I PRODUKTER

…I SERVICES

…OG I INTRANETTET

DESIGN THINKINGVÆRKTØJER

Source: http://dschool.stanford.edu/redesigningtheater/the-design-thinking-process/

PROCESSEN

http://dschool.stanford.edu/redesigningtheater/the-design-thinking-process/

Source: http://dschool.stanford.edu/redesigningtheater/the-design-thinking-process/

UDGANGSPUNKTET

http://dschool.stanford.edu/redesigningtheater/the-design-thinking-process/

FORSTÅ DINE BRUGERE

FOKUSÉR PÅ DEN REELLE OPLEVELSE

https://www.ted.com/talks/daniel_kahneman_the_riddle_of_experience_vs_memory

BRUGERREJSEN

DEN DIGITALE

FIND BRUGEROPLEVELSEN I BRUGERREJSEN

BRUGERREJSEN SIKRER INDSAMLING AF INFORMATION


BRUGERREJSEN FRAME’RFØR, UNDER OG EFTER


BRUGERREJSEN VISER KONTAKTPUNKTER


BRUGERREJSEN ER HASSLE MAPPING

http://demandthebook.com/


PEAK + END


SERVICE ANTICIPATION


Brugerens forventning

OVERGÅ BRUGERENS FORVENTNINGER


Brugerens forventningDen differentierende oplevelse

SERVICEBEVISET

LAV EN BRUGERREJSE:EN NY MEDARBEJDERS

FØRSTE DAG PÅ JOBBET

1. INDSAMLING AF INFORMATION

2. FØR, UNDER OG EFTER

3. KONTAKTPUNKTER

4. HASSLE MAPPING

http://demandthebook.com/

5. FIND PEAK + END

6. SERVICE ANTICIPATION

7. OVERGÅ BRUGERENS FORVENTNINGER

8. SERVICEBEVISET

Photo: Micky Wiswedel

BRUGERREJSE+BRUGEROPLEVELSE

= FORELSKELSE

[email protected]@lauravilsbaek

TAK

mailto:[email protected]

http://lauravilsbaek.dk