Part 1 – Play to win
Chapter 1 CASE STUDY OF ALTEDUKATION
Going digital is not the sole determinant of great outcomes
Chapter 2 INTRODUCTION
Merging roles of business, technology, and design
Chapter 3 THE USER EXPERIENCE PROBLEM
Understanding this problem is half the battle
Chapter 4 EXPERIENCE VALUE CHAIN
Creating business value by solving the user experience problem
Chapter 5 BUSINESS INSANITY
Doing the same thing and expecting a different result
Chapter 6 TWO CASE STUDIES OF EXPERIENCE TRANSFORMATION
Learning from the leaders
Chapter 7 GETTING THE SYSTEM RIGHT
Implementing four elements of a winning system
Chapter 8 MINDSETS OF A USER-CENTRIC ORGANIZATION
What can we learn from a 15th century polymath
Chapter 9 THE EXPERIENCE DESIGN PROCESS
Creating a structure that facilitates success
Chapter 10 GETTING THE RIGHT PEOPLE RIGHT
Aligning skills, roles, and personnel in a user-centric organization
Chapter 11 THE TRANSFORMATION STARTS WITH YOU
Preparing yourself to lead the charge
Part 2 27 PLAYS TO PRACTICE
Chapter 12 HOW TO NAVIGATE THE PLAYBOOK
Creating your own learning journey based on your intent
Chapter 13 HOW TO READ A PLAY
Understanding the mindful way of getting to your intent
Chapter 14 USER EMPATHY PLAY
How do I develop enough understanding to truly empathize with my user?
Chapter 15 INTRODUCTION - EXPERIENCE STRATEGY
Building the right scaffolding for a user-centric organization
Chapter 16 CULTURE DESIGN PLAY
How do I foster a user-first organizational environment?
Chapter 17 SHARED EMPATHY PLAY
How do I grow the collective empathy of my organization?
Chapter 18 EXPERIENCE ECOSYSTEM PLAY
How do I build a seamless experience for the user across the entire ecosystem?
Chapter 19 EXPERIENCE ROADMAP PLAY
How do I create a roadmap centered around the experience of a user?
Chapter 20 EXPERIENCE VISION PLAY
How do I create an experience vision that activates my organization?
Chapter 21 HIRING PLAY
How do I hire Experience Practitioners?
Chapter 22 CAREER LADDER PLAY
How do I enable Experience Practitioners to grow professionally in their careers?
Chapter 23 EXPERIENCE TRANSFORMATION PROGRAM PLAY
How do I build a robust program around Experience Transformation?
Chapter 24 INTRODUCTION - USER RESEARCH INSIGHTS
Building and activating the portfolio of insights
Chapter 25 PICKING A RESEARCH METHOD PLAY
How do I know which method to use to gather insights?
Chapter 26 RESEARCH RECRUITMENT PLAY
How do I recruit the right participants for user research?
Chapter 27 RESEARCH QUALITY PLAY
How do I ensure rigor in my user research?
Chapter 28 EXPERIENCE METRICS PLAY
How do I measure the success and quality of my user’s experience?
Chapter 29 INSIGHTS CURATION PLAY
How do I consolidate and leverage research insights?
Chapter 30 USER RESEARCH PROGRAM PLAY
How do I run an effective research program?
Chapter 31 INTRODUCTION - PRODUCT THINKING
Building a system to identify, prioritize and coordinate the right problems
Chapter 32 EXPERIENCE BENCHMARKING PLAY
How do I define baseline and “best-in-class” product experiences?
Chapter 33 EXPERIENCE DESIGN BRIEF PLAY
How do I align for success at the beginning of the design phase?
Chapter 34 DESIGN PROBLEMS AND OPPORTUNITIES PLAY
How do I decide what are the right problems to solve?
Chapter 35 PRODUCT EXPERIENCE PLANNING PLAY
How do I ensure the delivery of a great product experience?
Chapter 36 CROSS-FUNCTIONAL COLLABORATION PLAY
How do I collaborate across the organization to drive seamless and informed product experience design?
Chapter 37 PRODUCT THINKING PROGRAM PLAY
How do I catalyze great product experiences?
Chapter 38 INTRODUCTION - EXPERIENCE DESIGN DOING
Building an effective “solutioning” rhythm in your organization
Chapter 39 WORKFLOW DESIGN PLAY
How do I systematically optimize and design experiences?
Chapter 40 DETAILED DESIGN PLAY
How do I hone in on effective and quality designs?
Chapter 41 EXPERIENCE DESIGN REVIEW PLAY
How should an experience design review be run?
CHAPTER 42 DESIGN SYSTEM PLAY
How do I build and scale experience designs with high consistency
and quality?
CHAPTER 43 DESIGN QUALITY ASSURANCE (QA) PLAY
How do I test the quality of the delivered vs. engineered experience
designs?
CHAPTER 44 EXPERIENCE DESIGN DOING PROGRAM PLAY
How do I run an effective Experience Design Doing Program?
Part 3 Gametime
Chapter 45 A BUSINESS LEADER’S GAME PLAN
Contrasting the journey of two leaders in different business contexts
Chapter 46 A DESIGN LEADER’S GAME PLAN
Two journeys: Mature bv.d vs. Immature bv.d
Chapter 47 A DESIGN PRACTITIONER’S GAME PLAN
A journey of a successful experience strategist
Chapter 48 A NEWBIE PRACTITIONER’S GAME PLAN
The successful transition of an architect and a communication major
Chapter 49 A DESIGN COLLABORATOR’S GAME PLAN
A product manager and an engineers journey to becoming awesome collaborators
Chapter 50 THE EXPERIENCE PRACTITIONER’S MANIFESTO
A practitioner’s commitment to designing an awesome user experience
Chapter 51 THE LEADING BY EXPERIENCE MANIFESTO -
A leader’s commitment to driving business value through user experience design
INDEX
