The MX Outlook — MX Conference 2012

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Information about The MX Outlook — MX Conference 2012
Design

Published on March 6, 2014

Author: brandonschauer

Source: slideshare.net

Description

2012 already looks like a promising ––yet rowdy––year for UX leadership. With greater awareness of UX comes greater expectations. Brandon’s MX Outlook frames the work and the opportunities in our near future.

See the video here: http://vimeo.com/44074477

— “A Magazine Is an iPad That Does Not Work” from UserExperienceWorks

At a train station in Seoul, South Korea

value It makes money

“How might we increase our sales volume without adding more stores?”

value It makes new money systems Integrated and scalable

value It makes new money systems Integrated and scalable people It’s useful + it just works

value It makes new money systems Integrated and scalable people It’s useful + it just works journeys A few sensible touchpoints

value It makes new money systems Integrated and scalable people It’s useful + it just works journeys A few sensible touchpoints proposition Low risk, big learning

value It makes money systems Integrated and scalable people It’s useful + it just works journeys A few sensible touchpoints proposition Low risk, big learning

The MX Outlook 2012 Brandon Schauer @brandonschauer

IN OUR HEARTS <3

362 firms 95% say they are “customer focused” 80% say they deliver a “superior experience” How many of these firms’ customers agree that they deliver a superior experience? 8% from “Closing the Delivery Gap” by Bain & Company

— photo by bcmacsac1

Experience Interactions Touchpoints Processes Systems Inside-out

Experience Interactions Touchpoints Processes Systems Outside-in

IN OUR BRAINS

value EXISTING CAPABILITIES NEW CAPABILITIES EXISTING CUSTOMERS Optimization New Service Development NEW CUSTOMERS New Market Development Diversification — riff off of the Ansoff Matrix, circa 1957

value EXISTING CAPABILITIES NEW CAPABILITIES EXISTING CUSTOMERS Optimization New Service Development NEW CUSTOMERS New Market Development Diversification — riff off of the Ansoff Matrix, circa 1957

value Where a dollar/won of sales goes RETAIL STORE SALES 89¢ for product VIRTUAL STORE SALES labor marketing overhead 89¢ for product labor marketing overhead location location profit profit

value Where a dollar/won of sales goes RETAIL STORE SALES 89¢ for product VIRTUAL STORE SALES labor marketing overhead 89¢ for product labor marketing overhead location 3% location profit profit PROFIT MARGIN 7% PROFIT MARGIN

value Where a dollar/won of sales goes UX managers can and should be RETAIL STORE SALES tapping new sources of revenue by VIRTUAL STORE SALES labor labor changing the economics. 89¢ for product marketing overhead 89¢ for product marketing overhead location 3% location profit profit PROFIT MARGIN 7% PROFIT MARGIN

value The value virtual stores add RETAIL STORE VIRTUAL STORE 100 Stores 25 Stores 500 Customers/store $150 Average $/customer 200 Customers/store $75 Average $/customer $225,000 $26,250 10% DAILY GROSS REVENUE DAILY GROSS REVENUE ADDITION

value The value virtual stores add RETAIL STORE VIRTUAL STORE $225,000 $26,250 DAILY GROSS REVENUE DAILY GROSS REVENUE $2,250 $1,050 PER EACH ADDITIONAL STORE PER EACH ADDITIONAL STORE

THIS ISN’T A CINDERELLA STORY

value Government doing it

value Government doing it

value Government doing it

value Government doing it

value Government doing it

value Government doing it

value Government doing it

value Mature businesses doing it bit.ly/mxsnaptax MX

value — Where should you be spending your time, your team’s time, your budget? EXISTING CAPABILITIES NEW CAPABILITIES EXISTING CUSTOMERS Optimization New Service Development NEW CUSTOMERS New Market Development Diversification

the point DON’T CONFUSE BEING PASSIONATE WITH BEING RIGHT

HAVE IMPACT

The MX Outlook 2012 Brandon Schauer @brandonschauer

Thanks!

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