Kano Analysis for Service Design
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Lighting talk given at the Service Design Network (St. Louis chapter). "Kano Analysis for Service Design"
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"Innie" or "Outie" In-house Digital Experience vs. OutsourcingJake Truemper Is it better to have an “innie” or an “outie?” For belly buttons the answer is clearly an innie (sorry, but you shouldn’t have picked at it). For your digital customer experience the question is far more difficult to answer. This session will dive into the considerations for deciding whether a digital experience should be handled internally or outsourced, and how to effectively communicate a winning strategy to your boss.
Dr.* Truemper, Or: How I learned to Stop Being Wasteful and Love Lean UX
Dr.* Truemper, Or: How I learned to Stop Being Wasteful and Love Lean UXJake Truemper Introduction to Lean UX, presented Nov 15 2013 at the St. Louis Days of .Net
In this presentation, Jake ("Dr. Truemper") speaks to Lean UX: what it is, why it should matter to you, basic tenants, and how it can be applied.
Intro to Usability (UX) Testing
Intro to Usability (UX) TestingJake Truemper The document discusses observations from testing a cheese grater with users. The observations note that users had trouble holding the grater, were displeased scraping grated cheese, and felt the grating surface was too small for the cheese they typically use. It also discusses the importance of user testing to understand user needs and problems with a design.
Intro to User Experience
Intro to User ExperienceJake Truemper The document discusses key principles of design including learnability, efficiency, memorability, errors, and satisfaction. It emphasizes that good design is about problem solving rather than just aesthetics. Several quotes highlight that design should be a priority for all business departments and is important for customer experience and differentiation from competitors.
UX Techniques
UX TechniquesJake Truemper This document provides an overview of various user experience techniques used to test and design interfaces. It describes techniques such as usability testing, prototyping, card sorting, contextual inquiry, moodboard testing, persona development, user diaries, expert review, and A/B testing. The document explains what each technique involves and variations of common techniques.
Design Quality: Learning from the Mistakes of the US Auto Industry
Design Quality: Learning from the Mistakes of the US Auto IndustryJake Truemper This presentation covers the early success of the US auto industry, as pioneered by Henry Ford, through present day struggles. Detroit's "Big Three" ultimately self-destructed by focusing on production and short-term sales, while Japanese manufacturers, as influenced by Dr. W. Edwards Deming, focused on design quality. Deming's popular "14 Points" are applied to current trends in software and web development, as we draw from history to learn how the information technology field can avoid the same fate.
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- 1. for (What, Why, and How)
- 2. Created by Dr. Noriaki Kano Roots in Lean Six Sigma Product management oriented Often viewed with a feature-first focus
- 3. Customer satisfaction is the key differentiator Establishes a prioritization of customer needs Clear delineation between surviving, controlling, and transcending design Services are just as measurable as products
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- 6. Satisfiers
- 7. Delighters
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