Presentation: No One Wants Your Awesome Product. They Want an Awesome Experience!
Abstract: You take the time to build a functioning digital product, but how well-designed is it? Have you focused on the customer experience to build for your users with their needs at the center?
We’ll walk you through a human-centered design process so that you’ll end with a toolset to enable a good user experience that helps drive their work and eases their burden.
You’ll learn about customer experience to build for users, clients, and stakeholders in a way that balances their priorities, with examples from our experiences and how we provide this balance.
We’ll demonstrate a process to brainstorm how to prevent failure and build those mitigations into your project plan from the start.
In short, it’s not the awesome [database product], but the awesome utility gained from the product and service. You’ll learn how personas, journey maps, and business process diagrams will help you understand pain points and user needs and how to infuse empathy for their situations and decisions.
PMI Talent Triangle: Power Skills
Biography: Beth A. Martin is a civil servant with over 20 years of practice in user experience (UX), communications, digital transformation, and innovation; currently, she is a Digital Services Expert (UX Designer) at the Office of Personnel Management (OPM). Beth previously worked at the FAA, FDA, and HHS; she is also an adjunct professor in UX Design. Beth often publishes on UX, change management, and strategic planning topics, among others. She is an active member, volunteer, and mentor in the UX and innovation communities.
