How To See Through Your Business’s Blind Spots
-
Upload
rachel-magario-mba -
Category
Business
-
view
171 -
download
0
Transcript of How To See Through Your Business’s Blind Spots
![Page 1: How To See Through Your Business’s Blind Spots](https://reader036.fdocuments.net/reader036/viewer/2022062401/5899bf211a28aba11e8b7d9b/html5/thumbnails/1.jpg)
How To See Through Your Business’s Blind Spots
By: Rachel Magario “Blind Visioneer”
![Page 2: How To See Through Your Business’s Blind Spots](https://reader036.fdocuments.net/reader036/viewer/2022062401/5899bf211a28aba11e8b7d9b/html5/thumbnails/2.jpg)
Rachel Magario• First Totally Blind
Interaction Designer AUX Strategist
• Masters in Business Administration
• WP Evangelist • Business Design
Consultant
![Page 3: How To See Through Your Business’s Blind Spots](https://reader036.fdocuments.net/reader036/viewer/2022062401/5899bf211a28aba11e8b7d9b/html5/thumbnails/3.jpg)
Make Me A Sandwich
• Turkey• Mayo• Bread• Lettuce• Tomato• Cheese• Onion
![Page 4: How To See Through Your Business’s Blind Spots](https://reader036.fdocuments.net/reader036/viewer/2022062401/5899bf211a28aba11e8b7d9b/html5/thumbnails/4.jpg)
Product Failure Rate• Myth 80%• According to Crawford C. Merle, 35% products
fail to deliver a significant return.• In the article, “Identifying Industrial New Product
Success,” R. G. Cooper estimates the product failure at 48%.
Source: http://community.uservoice.com/blog/why-products-fail/
![Page 5: How To See Through Your Business’s Blind Spots](https://reader036.fdocuments.net/reader036/viewer/2022062401/5899bf211a28aba11e8b7d9b/html5/thumbnails/5.jpg)
Experience Mapping
![Page 6: How To See Through Your Business’s Blind Spots](https://reader036.fdocuments.net/reader036/viewer/2022062401/5899bf211a28aba11e8b7d9b/html5/thumbnails/6.jpg)
Subway Experience
![Page 7: How To See Through Your Business’s Blind Spots](https://reader036.fdocuments.net/reader036/viewer/2022062401/5899bf211a28aba11e8b7d9b/html5/thumbnails/7.jpg)
Subway Customer ExperiencesCustomer Group 1: Pregnant Woman and Husband (35-40ish)-Overweight but not Obese. Both worried about healthcare, man saves seats while waiting in line. Pour ice out before throwing cups away. They kiss as they walk to the door to leave.
![Page 8: How To See Through Your Business’s Blind Spots](https://reader036.fdocuments.net/reader036/viewer/2022062401/5899bf211a28aba11e8b7d9b/html5/thumbnails/8.jpg)
Subway Customer ExperiencesCustomer Group 2: 1 Californian male with 2 male friends, thin/athletic build, college students. Order food, sit down to eat. One is heartbroken, the others were making fun of him loudly for crying at a party. Refill drinks before leaving.
![Page 9: How To See Through Your Business’s Blind Spots](https://reader036.fdocuments.net/reader036/viewer/2022062401/5899bf211a28aba11e8b7d9b/html5/thumbnails/9.jpg)
Subway Customer ExperiencesCustomer Group 3: Old man (60ish), wiped feet before entering, asked staff to describe the menu. Orders food and leaves.
![Page 10: How To See Through Your Business’s Blind Spots](https://reader036.fdocuments.net/reader036/viewer/2022062401/5899bf211a28aba11e8b7d9b/html5/thumbnails/10.jpg)
What Does Your Experience Afford?
![Page 11: How To See Through Your Business’s Blind Spots](https://reader036.fdocuments.net/reader036/viewer/2022062401/5899bf211a28aba11e8b7d9b/html5/thumbnails/11.jpg)
Comfort Customer
![Page 12: How To See Through Your Business’s Blind Spots](https://reader036.fdocuments.net/reader036/viewer/2022062401/5899bf211a28aba11e8b7d9b/html5/thumbnails/12.jpg)
Passive ParticipantCustomer
![Page 13: How To See Through Your Business’s Blind Spots](https://reader036.fdocuments.net/reader036/viewer/2022062401/5899bf211a28aba11e8b7d9b/html5/thumbnails/13.jpg)
Active ParticipantCustomer
![Page 14: How To See Through Your Business’s Blind Spots](https://reader036.fdocuments.net/reader036/viewer/2022062401/5899bf211a28aba11e8b7d9b/html5/thumbnails/14.jpg)
Identifying Where You Are Walking
• Delivery Field• Pricing• Speed• Quality
![Page 15: How To See Through Your Business’s Blind Spots](https://reader036.fdocuments.net/reader036/viewer/2022062401/5899bf211a28aba11e8b7d9b/html5/thumbnails/15.jpg)
Do We All See The Same?
What Color Is This Dress?
![Page 16: How To See Through Your Business’s Blind Spots](https://reader036.fdocuments.net/reader036/viewer/2022062401/5899bf211a28aba11e8b7d9b/html5/thumbnails/16.jpg)
Experience Components• Concept• Behavior• Procedure• Appearance
![Page 17: How To See Through Your Business’s Blind Spots](https://reader036.fdocuments.net/reader036/viewer/2022062401/5899bf211a28aba11e8b7d9b/html5/thumbnails/17.jpg)
Sensorial Appearance
Hearing Touch Taste Smell
![Page 18: How To See Through Your Business’s Blind Spots](https://reader036.fdocuments.net/reader036/viewer/2022062401/5899bf211a28aba11e8b7d9b/html5/thumbnails/18.jpg)
Hearing• The brain responds
to sound 300 times faster than visuals.
Hearing
![Page 19: How To See Through Your Business’s Blind Spots](https://reader036.fdocuments.net/reader036/viewer/2022062401/5899bf211a28aba11e8b7d9b/html5/thumbnails/19.jpg)
Learning How To Listen
![Page 20: How To See Through Your Business’s Blind Spots](https://reader036.fdocuments.net/reader036/viewer/2022062401/5899bf211a28aba11e8b7d9b/html5/thumbnails/20.jpg)
First Order Thinking
Designer: DeveloperObject: Product ServiceActivity
Customer and Environment Excluded
![Page 21: How To See Through Your Business’s Blind Spots](https://reader036.fdocuments.net/reader036/viewer/2022062401/5899bf211a28aba11e8b7d9b/html5/thumbnails/21.jpg)
Second Order Thinking
User: CustomerActivityObject: Product ServiceEnvironment
Designer: Developer Is Observing Experience
![Page 22: How To See Through Your Business’s Blind Spots](https://reader036.fdocuments.net/reader036/viewer/2022062401/5899bf211a28aba11e8b7d9b/html5/thumbnails/22.jpg)
Real Listening• Is listening with the intention of reply and
sustaining a conversation.
![Page 23: How To See Through Your Business’s Blind Spots](https://reader036.fdocuments.net/reader036/viewer/2022062401/5899bf211a28aba11e8b7d9b/html5/thumbnails/23.jpg)
Checked Out Listening
![Page 24: How To See Through Your Business’s Blind Spots](https://reader036.fdocuments.net/reader036/viewer/2022062401/5899bf211a28aba11e8b7d9b/html5/thumbnails/24.jpg)
Engaged Listening
![Page 25: How To See Through Your Business’s Blind Spots](https://reader036.fdocuments.net/reader036/viewer/2022062401/5899bf211a28aba11e8b7d9b/html5/thumbnails/25.jpg)
Quantitative Research• Closed Ended Surveys• Analytics• Benchmark Study• Demographics• Closed Ended Interview
![Page 26: How To See Through Your Business’s Blind Spots](https://reader036.fdocuments.net/reader036/viewer/2022062401/5899bf211a28aba11e8b7d9b/html5/thumbnails/26.jpg)
Qualitative Research• Open Ended Surveys– Pre-Survey– Post-Survey– Investigative Survey
• Open Ended Interviews– Structured– Non-structured
• Walkthroughs• Anthropological Listening
![Page 27: How To See Through Your Business’s Blind Spots](https://reader036.fdocuments.net/reader036/viewer/2022062401/5899bf211a28aba11e8b7d9b/html5/thumbnails/27.jpg)
Q & A
![Page 28: How To See Through Your Business’s Blind Spots](https://reader036.fdocuments.net/reader036/viewer/2022062401/5899bf211a28aba11e8b7d9b/html5/thumbnails/28.jpg)
Thank YouFollow me on social media @rachelmagarioVisit me at www.rachelmagario.com/xdEmail me at [email protected]
Special thanks to Cozette Kosary for helping with graphics and defining Subway Experience.www.cozettekosary.com