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Dipl.-Ing. Dr. Christiane Moser
Customer & User Experience Professional

Dipl.-Ing. Dr. Christiane Moser
Customer & User Experience Professional

Human First is my Development Philosophy

In today’s digital/interactive world a strategic change of thinking is needed away from the pure sales of product towards the experiences with the product (i.e., user experiences - UX) and the company (i.e., customer experiences - CX), in order to gain a sustainable competitive advantage. If your customers/users should fall in love with your product, then I will help you to fall in love with them beforehand. Do not longer waste time and start changing the future by finding out if this new philosophy fits you and your company.

CX Methods
CX Design Methods Human First: CUX-centered Design UX Design Methods
UX Methods
The focus of ‘Human First’ is, as its philosophy Customer & User Experience (CUX)-Centered Design implies, the customers/users and their experiences. This new way of thinking and acting places the customers/users of interactive systems at the center of all development and strategic decisions. Effective CUX-Centered Design requires direct communication with customers/users throughout the whole product development process to ensure that the resulting product and support best meets their needs and requirements. This ensures providing the best possible experiences at all touchpoints throughout the customer life cycle.
What are the key principles of Human First?

1. Design for the customers/users and experiences not for you/your company
Therefore, a deep understanding of your customers/users is needed, which can be gained through user research in the analysis phase. Human First is about developing your product from the perspective of how it will be understood and used by your users rather than making them adapt their behaviors to use your product. Thus, the development/improvement of all supporting services for your customers/users need to go hand in hand with the development of your product for coherent experiences of your customers/users.

2. Strong commitment from the whole company
Every department needs to be involved in and committed to the development process, i.e., everyone shares a common goal and supports each other. Ideally, your company has a CX and UX strategy, i.e., a way of thinking that your employees understand and live. It is important that all major stakeholders in the company are involved and contribute in the process by performing their tasks and duties.

3. Better fail fast and often
Early user feedback and iterative development help to fail faster (i.e. find problems/errors) and save costs later on. It is well known that the longer it takes for a problem to appear, the longer it takes to fix it and the greater the costs are. Therefore, only if all departments work closely together solutions can be found and changes can be made quickly.

Why is Human First a success factor?

Not one customer/user is like another, as everyone has different needs, wishes, expectations and experiences. Only if you know your customers/users, you can develop and provide individual and promising products and offers, as well as a positive attachment to your company.

CX and UX are two of the most important success factors of your products: The experiences of your customers and users determine if and how long a user interacts with your products or immediately stops using them. This not only affect the current usage, but also the brand perception and recommendation of the products. In order to ensure, that your customers/users make positive experiences with your products, you should implement Human First as Strategies in your company.

You would like to download and print the Infographic for Human First?

I am pleased to provide you the infographic as PDF Download for print.

Christiane Moser
Dr. Christiane Moser
Customer & User Experience Professional

You would like to know more about Human First?

Please send me an email and we make an appointment for a free consultation. I would love to come to your company and make a training with your employees and support you during the implementation and integration in your company.

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My Method Portfolio

Analysis

research & understand

The goal is to 1) identify the people who will use the product (i.e., the users), 2) what they will use it for (i.e., the tasks), and 3) under what conditions they will use it (i.e., the context).

CX Methods
  • User Workshops
  • Interviews/Questionnaires
  • Contextual Inquiry
  • Ethnography
  • Competitor Analysis
  • Value Chain Analysis
  • Customer Support Data Analysis
  • Customer Journey Map
  • Customer Lifecycle
UX Methods
  • User Workshops
  • Interviews/Questionnaires
  • Contextual Inquiry
  • Probes/Diary Study
  • Ethnography
  • Walk-a-mile Immersion
  • Observations/Shadowing
  • Competitive Analysis
  • Content Audit/Task Analysis
  • Trend Analysis
  • Customer Support Data Analysis
  • Literature Review

Concept

empathize & ideate

The goal is to define 1) the goal & problem statement, 2) the users (i.e., personas), 3) user flows, and 4) the minimum viable product (MVP), as well as derive requirements.

CX Methods
  • Problem/Goal Definition
  • Customer Experience Map
  • Customer Experience Statements/Goals
  • (Core) Personas
  • Ideation
  • Minimum Viable Support Product
UX Methods
  • Problem/Goal Definition
  • (Core) Personas
  • User Flows
  • User Stories
  • Empathy Map
  • Body Storming
  • Open Innovation
  • Ideation
  • Concept Map
  • Minimum Viable Product

Design

style & define

The goal is to define 1) task flows, 2) wireframes, 3) design language, and 4) mockups.

CX Methods
  • Storyboarding
  • Co-Design
  • Card Sorting
  • Task Flows
  • Design Documentation/ Language
UX Methods
  • Sketching
  • Storyboarding
  • Co-Design
  • Card Sorting
  • Task Flows
  • Low-fidelity Prototyping
  • Design Documentation/ Language

Prototyping

try & change

The goal is 1) to create testable prototypes and 2) to finalize the design language and mockups.

CX Methods
  •                                                       
UX Methods
  • Mid-fidelity Prototyping
  • High-fidelity Prototyping
  • Design Patterns/ Heuristics
  • Design Documentation/ Language

Implementation

make & share

The goal is to define 1) best practices, 2) heuristics, and 3) to document development decisions.

CX Methods
  • Design Patterns/ Heuristics
  • Design Documentation/ Language
UX Methods
  • Design Patterns/ Heuristics
  • Design Documentation/ Language

Evaluation

tetest & finalize

The goal is to enable 1) early user feedback and 2) an iterative product development which saves time and money.

CX Methods
  • Workshops
  • Preference Test
  • Five Second Test
  • Expert Studies
  • (Remote) User Studies
UX Methods
  • Workshops
  • Concept Test
  • Preference Test
  • Paper Prototyping Test
  • Five Second Test
  • Expert Studies
  • (Remote) User Studies
  • A/B Test
  • Click-Stream Analysis
  • Experience Sampling