Florian Egger is the founder and principal of Telono SA, a Geneva-based user experience (UX) research and design agency he founded in 2005. He manages a team of UX Researchers and UX Designers who strive to make interactions with products and services more useful, more usable and more enjoyable for their end users.
Florian has extensive international experience in sectors ranging from healthcare to finance or international organizations, where he has set up systematic user-centered design processes to achieve business success.
Florian holds a PhD in Human-Computer Interaction (HCI) From the Eindhoven University of Technology.
[LEC Physical (ended)] Maturité UX: Comment transformer votre organisation en la recentrant sur l'expérience client
09/22/2021 | 14h45 -> 15h30 | Room F Forum: Digitalization Keywords: UX / DESIGN, GOUVERNANCE, DESIGN, ERGONOMIELa bonne gestion de l'expérience client (CX) et l'expérience utilisateur (UX) est devenue essentielle pour les organisations qui souhaitent se différencier par des produits et services véritablement alignés sur les besoins et attentes de leurs clients. Cette démarche de conception centrée client - aussi bien Design Thinking que Doing! - n'exprime tout son potentiel que si elle est partagée à tous les niveaux de l'organisation.
Nous présenterons un modèle de maturité design développé par la UXalliance - que Telono représente en Suisse - qui décrit les 6 dimensions sur lesquels travailler pour faire entrer la démarche centrée client dans l'ADN de l'organisation. Ce modèle nous aide à dresser un diagnostic de la maturité design d'une organisation et de l'accompagner au travers de la création d'une roadmap et d'initiatives concrètes à mettre en place.
[LEC Physical (ended)] DesignOps: How to transform your organization by centering it around customer experience
06/16/2021 | 13h05 -> 13h40 Forum: Digitalization Keywords: DESIGN, ERGONOMIE, UX / DESIGN, SMART DATA, MESURE SATISFACTIONGood customer experience (CX) and user experience (UX) management has become essential for organizations that want to differentiate themselves with products and services that are truly aligned with the needs and expectations of their customers. This customer-centric design approach - both Design Thinking and Doing! - only expresses its full potential if it is shared at all levels of the organization.
The DesignOps approach describes how an organization must transform itself, notably by redefining the research and design processes, as well as the required skillsets or the need for a customer-centric culture.
We will also present a design maturity model developed by the UXalliance - which Telono represents in Switzerland - which describes the 6 dimensions on which to work to make the customer-centric approach part of the organization's DNA. This model helps us establish a diagnosis of an organisation's design maturity and support it through the creation of a roadmap and concrete initiatives to be put in place.