Designing Experiences People Love

Thinking beyond the pixels, design should address every single point where a customer, client or user interacts with your product or brand—from customer service to the smallest details. In the process I cover my journey transitioning a successful design studio from clients to products.

Presented at Valio Con 2012

** After the presentation, I'll come back and upload a version with the session notes. **

Transcript

1. EXPERIENCES EXPERIENCES EXPERIENCES DESIGNING PEOPLE LOVE
2. ...and how to dump your clients
3. @moore @moore @moore
5. the eye the eye the eye o o o o o o o o o o o o o o o o
6. o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o the eye the eye the eye
11. bad design bad design Look for examples of to improve on
12. "A head start means you're paving the way for your competitors. And that's a noble but not very profitable thing to do." Boris Veldhuijzen van Zanten
13. design design design the overt, thoughtful development of the interaction points between you and your customer
14. beyond pixels beyond pixels
15. buttons • pixels • color • interface design design design
16. smell • support • wait line • audible touch • words • tone • personality performance • emails • details buttons • pixels • color • interface shape • reliability • expectations quality • taste • values • team design design design
17. “Design is not just limited to this thing with buttons. This idea expands to designing all the interactions people have with the products that create (or destroy) the relationships people have with your company.” robert brunner
19. smell smell
20. visual visual
21. staff staff
22. taste taste
23. detail detail
25. genius genius genius helping people show off their
26. fresh designs phase one
31. 58.7 million blogs billion posts languages 58.7 24.6 24.6 17 17
32. themes themes themes 17
33. emails emails emails 31000+
34. updates updates updates 148
35. aesthetics one
36. aesthetics one tools two
37. aesthetics one tools two knowledge three
38. the team the team the team Jess Brown • Kristen Moore
39. the team the team the team Jess Brown • Kristen Moore Meg Lewis • Nick Jones Nick de Jardine • Regina Casaleggio Goran Bajazetov • Bran Cirkovik
40. the team the team the team You
42. the journey The Journey the journey the journey
43. o o o o o o the journey The Journey the journey the journey » The beginning
44. o o o o o o o the journey The Journey the journey the journey » The beginning » freelance
47. o o o o o o o o the journey The Journey the journey the journey » The beginning » freelance » 2Advanced
51. o o o o o o o o the journey The Journey the journey the journey » The beginning » freelance » 2Advanced
52. “Jack of all trades, master of none...”
53. “Jack of all trades, master of none. Certainly better than master of one”
54. open door open door open door open door
55. empathy empathy empathy empathy
56. o o o o o o o o o the journey The Journey the journey the journey » The beginning » freelance » 2Advanced » New Ezra
57. volcom • ufc • microsoft picnik • google • bing armor games • warner bros paramount • state farm
58. family family family family clients clients clients clients vs
61. the wake up the wake up the wake up the wake up
62. gut churn
65. JUMP JUMP
66. o o o o o o o o o o the journey The Journey the journey the journey » The beginning » freelance » 2Advanced » New Ezra » Style Hatch
67. HUMBLE IDEA
68. HUMBLE IDEA o oo o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o
69. The biggest challenge we face is not a lack of inspiration, but pushing an idea forward through the glut of inspiration.
70. idea idea action action
71. factory factory factory
73. time time time I simply do not have enough
74. fear
76. present Present present Learn to be
77. “In our attempt to truly connect with everything that is happening now we have surrendered our own ability to be present.” scott belsky
78. conviction conviction conviction
79. EXPERIENCES EXPERIENCES EXPERIENCES design PEOPLE LOVE
80. beyond pixels beyond pixels
81. hero
82. service service details details purpose purpose
83. Customer service is one of the purest forms of branding.
84. support@stylehatch.co support@stylehatch.co support@stylehatch.co branding opportunity
86. service service service » set expectation
87. service service service » set expectation » reply quick
88. service service service » set expectation » reply quick » be personable
90. wrestling sharks with our bare hands
91. service service service » set expectation » reply quick » be personable » above & beyond
92. service service service » set expectation » reply quick » be personable » above & beyond » proactive
94. twitter.com/stylehatch/favorites
97. “Software engineers and designers are often divorced from the consequences of their actions.” Kevin Hale
98. details details
99. inside stitching inside stitching
100. Details are good for the creator’s soul.
102. service service details details
103. purpose purpose
104. purpose purpose purpose you will always make massive sacrifices for your
106. my purpose my purpose my purpose » give back
107. five percent
108. my purpose my purpose my purpose » give back » value family
109. my purpose my purpose my purpose » give back » value family » brilliant team
110. my purpose my purpose my purpose » give back » value family » brilliant team » creative freedom