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Digital transformation withoutcustomer-centric transformationmakes no senseJohan Verhaegen - UX Strategist
Virtual RealityVR places the user in another location entirely.
Wired Magazine, May 2016
Augmented RealityIn augmented reality, the visible natural world is overlaid with a layer of digital content.
Mixed RealityIn mixed reality, virtual objects are integrated into and responsive to the natural world.
Photo by Courtesy of Warner Bros. Picture - © 2013 - Untitled Rick Howard Company LLC
UX FRAMEWORK
© 2016 Human Interface Group
CUSTOMER JOURNEY
CUSTOMER INSIGHT DESIGN VISIONVALUE
PROPOSITION
© 2016 Human Interface Group
CUSTOMER JOURNEY
http://bit.ly/1NLh2bZ
Not so great
Great! Great!
Research to understand the problem
Design a solution
for the perfect customer journey…
© 2016 Human Interface Group
EXPERIENCE MAP
SERVICE BLUEPRINTCUSTOMER JOURNEY
© 2016 Human Interface Group
EXPERIENCE MAP
Experience map
Experience map
© 2016 Human Interface Group
SERVICE BLUEPRINT
Service blueprint
CUSTOMER JOURNEY
CUSTOMER INSIGHT DESIGN VISION
UX FRAMEWORK
© 2016 Human Interface Group
VALUEPROPOSITION
Design experiences instead of screens
Use a UX framework to create new experiences
Put the customer at the center of everydigital transformation project
TAKEAWAYS
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