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The designer with business confidence

tomprior
March 24, 2021

The designer with business confidence

Whatever your design discipline, a better grasp of how business works could help you have more impact, influence decision making, and collaborate more effectively with other disciplines.

But where should you start your journey to business confidence, and will you compromise your design values in the process?

tomprior

March 24, 2021
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  1. The designer with business confidence Starting a journey to make

    sense of business Tom Prior | UX Crunch | 23 March 2021
  2. The business confident designer… 1 Knows how their design aligns

    with strategic activities 2 Can articulate how design has business impact
  3. The business confident designer… 1 Knows how their design aligns

    with strategic activities 2 Can articulate how design has business impact 3 Considers themselves a business decision maker
  4. Some business models don’t have people or the planet’s best

    interests at heart. Photo by ActionVance on Unsplash
  5. “This is all too often how UX design is considered

    and practiced. ” Erika Hall, Co-founder of Mule Design https://twitter.com/mulegirl/status/1332389999656927232
  6. Map your organisation’s strategic activities Blue Ocean / Strategy Canvas

    https://www.blueoceanstrategy.com/tools/strategy-canvas/
  7. METRO BANK MONZO HIGH LOW INVESTMENT PHYSICAL DIGITAL CUSTOMER SERVICE

    PRODUCTS COMMUNITY https://www.blueoceanstrategy.com/tools/strategy-canvas/
  8. HIGH LOW INVESTMENT PHYSICAL DIGITAL CUSTOMER SERVICE PRODUCTS COMMUNITY METRO

    BANK MONZO https://www.blueoceanstrategy.com/tools/strategy-canvas/
  9. HIGH LOW INVESTMENT PHYSICAL DIGITAL CUSTOMER SERVICE PRODUCTS COMMUNITY METRO

    BANK MONZO https://www.blueoceanstrategy.com/tools/strategy-canvas/
  10. HIGH LOW INVESTMENT PHYSICAL DIGITAL CUSTOMER SERVICE PRODUCTS COMMUNITY METRO

    BANK MONZO 1. Make the call centre experience less stressful 2. Make help documentation easier to navigate 3. Design a customer service chatbot https://www.blueoceanstrategy.com/tools/strategy-canvas/
  11. HIGH LOW INVESTMENT PHYSICAL DIGITAL CUSTOMER SERVICE PRODUCTS COMMUNITY METRO

    BANK MONZO https://www.blueoceanstrategy.com/tools/strategy-canvas/
  12. “design is often times viewe d as a cost center,

    rather than something that creates value for the business ” Enrique Allen, Co-Founder of Designer Fund 20 levers for communicating the business impact of Design
  13. return on investment (ROI) = £££ = £££ or… Ability

    to pay staff Efficiency Customer happiness Reputation NPS score Ability to reinvest or… Time Effort R&D Training Testing Technology
  14. Reduced call centre demand Lower staff turnover Training time Internal

    tools Customer retention Brand perception Customer satisfaction NPS 20 Levers for Communicating The Business Impact of Design
  15. Reduced call centre demand Lower staff turnover Training time Internal

    tools Customer retention Brand perception Customer satisfaction NPS 20 Levers for Communicating The Business Impact of Design
  16. Reduced call centre demand Lower staff turnover Training time Internal

    tools Customer retention Brand perception Customer satisfaction NPS Number of calls Call length 20 Levers for Communicating The Business Impact of Design
  17. Reduced call centre demand Lower staff turnover Training time Internal

    tools Customer retention Brand perception Customer satisfaction NPS Number of calls Call length More effective, more quickly 20 Levers for Communicating The Business Impact of Design
  18. Reduced call centre demand Lower staff turnover Training time Internal

    tools Customer retention Brand perception Customer satisfaction NPS Number of calls Call length Retention rates More effective, more quickly 20 Levers for Communicating The Business Impact of Design
  19. Reduced call centre demand Lower staff turnover Training time Internal

    tools Customer retention Brand perception Customer satisfaction NPS Number of calls Call length Retention rates NPS score More effective, more quickly 20 Levers for Communicating The Business Impact of Design
  20. In fl uence, power, impact, actual design Some numbers The

    business Designers numbers aren’t a silver bullet
  21. “The real problem is not design education. The real problem

    is our mindset. Our reluctance to learn business.   …we are stuck between our wish for more impact and our fear of losing our identity and values. ” Alen Faljic, Founder and CEO of d.MBA 20 levers for communicating the business impact of Design
  22. Reach out to decision makers • Start with an email

    • Show genuine interest • Practice empathy • Follow up Photo by Drew Beamer on Unsplash
  23. “Them: Why are there so many names for the same

    thing in business accounting ? Me: Why can't you decide what we call software designers? ” Mia Blume, Design Executive Coach & CEO @designdeptco https://twitter.com/mialoira/status/1362489561075511296
  24. • Have a beginners mindset • Take the pressure off

    yourself • Choose foundation reads • Consider short courses • Newsletters & other resources Getting started