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Digital transformation without customer-centric transformation makes no sense Johan Verhaegen - UX Strategist

Digital transformation without customer-centric transformation makes no sense

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Page 1: Digital transformation without customer-centric transformation makes no sense

Digital transformation withoutcustomer-centric transformationmakes no senseJohan Verhaegen - UX Strategist

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Virtual RealityVR places the user in another location entirely.

Wired Magazine, May 2016

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Augmented RealityIn augmented reality, the visible natural world is overlaid with a layer of digital content.

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Mixed RealityIn mixed reality, virtual objects are integrated into and responsive to the natural world.

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Photo by Courtesy of Warner Bros. Picture - © 2013 - Untitled Rick Howard Company LLC

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UX FRAMEWORK

© 2016 Human Interface Group

CUSTOMER JOURNEY

CUSTOMER INSIGHT DESIGN VISIONVALUE

PROPOSITION

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© 2016 Human Interface Group

CUSTOMER JOURNEY

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http://bit.ly/1NLh2bZ

Not so great

Great! Great!

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Research to understand the problem

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Design a solution

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for the perfect customer journey…

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© 2016 Human Interface Group

EXPERIENCE MAP

SERVICE BLUEPRINTCUSTOMER JOURNEY

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© 2016 Human Interface Group

EXPERIENCE MAP

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Experience map

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Experience map

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© 2016 Human Interface Group

SERVICE BLUEPRINT

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Service blueprint

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CUSTOMER JOURNEY

CUSTOMER INSIGHT DESIGN VISION

UX FRAMEWORK

© 2016 Human Interface Group

VALUEPROPOSITION

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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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Contact usDe Regenboog 112800 MechelenBelgiumwww.higroup.com

+32 (0)15 40 01 38

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@higroup

Human Interface Group

[email protected]

Thank you!