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Delivering Business Value

This presentation by Arnie Lund from Microsoft focuses on the importance of user experience (UX) and usability in driving business value. Lund emphasizes that the goal is not merely to justify existence but to make a significant difference through effective integration of UX within organizational processes. Key topics include shared business cases, the importance of brand integration, usability certification, and best practices learned over years at Microsoft and beyond. Attendees will gain insights on improving UX effectiveness, efficiency, and impact using metrics and innovative methods.

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Delivering Business Value

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  1. Delivering Business Value Arnold M. Lund (Arnie) Microsoft arnie.lund@microsoft.com

  2. Top Line Non-goal: Justifying Existence It's About Angels Goal: Leveraging the Zeitgeist to Make a Difference Shared Business Cases and Goals Defining UX Brand Integration Into Processes Improving UX Effectiveness and Efficiency

  3. Bell Labs Universal Service Quality

  4. Ameritech Driving the Value Engine Improved Productivity NPV of Usability Usability Certification and USE

  5. U S West Innovation

  6. Sapient Strategic Edge Case Studies and Sales Effectiveness New Methods (e.g., UX Workshop)

  7. Microsoft: Windows Server System Satisfaction TAM and USE Baselining and TCO Satisfaction Years

  8. Microsoft: Mobile Platforms Grow the Business Impact and Metrics Invent the Future

  9. Summary of Lessons of a Lifetime (so far) Goal: Leveraging the Zeitgeist to Make a Difference Shared Business Cases and Goals Defining UX Brand Integration Into Processes Improving UX Effectiveness and Efficiency Metrics Examples: NPV and Business Impact TCO USE ratings Global Usability Score (performance + subjective) Other Research volume and quality Innovation volume and quality Methods volume and quality

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