Somia Customer Experience

a customer experience consultancy based in Indonesia. we help companies discover insights about their customers and transform them into meaningful design and experiences

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Clustering data from user research is one technique for bottom-up synthesis. Behind-the-scene crafting the experience for upcoming Somia Academy's Master Skill series on Synthesis www.somia.academy/masterskill #ux #userexperience #userresearch #synthesis #designthinking #innovation #cx #customerexperience #servicedesign

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UXSG Meetup #25 Topic: Followup Metrics to Measure UX Design Solutions

With a lot of things in this world, there are some sort of performance review in place to check if a solution is working, and how well it is working.

With UX, it is the quantitative analytics that measures certain parameters or drivers that determine how well an app or website is doing in terms of stickiness, usability, engagement rate, etc. How do we measure the emotional side of UX?

In conclusion, there are there main points that were discussed:

Include the UX measurement or OKR (Objectives and Key Results) into the proposal

and explain the benefits to get buy-in from client because analytics (soft or hard) requires work. The UX measurement objectives should

cover both quantitative and qualitative

(emotional measurement). Below are some methods that were discussed:

Quantitative

There should also be an index scorecard to make the measurement tangible.

User-testing to measure ease-of-use, effectiveness, etc

Measure effectiveness with task completion tools

Obtain previous usability or user testing results to make a comparison with new solutions

Qualitative

Acquire Net-Promoter-Score (NPS) during test

Social media tracking was also mentioned as a means to track user’s feedback

Not forgetting to put dates to the delivery of these analytics data. 

With an objectives list armed with client's agreement in place, it will be super easy to

brief the analytics team

on the delivery package right from the start.

At the end of the session, we had a clearer picture on the quantitative measurement but no one has an answer-all to measure the emotional aspects as yet. I think this is something we as UX practitioners can continue to try to explore.

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GMIC Jakarta 2015

Good UX: Key Ingredients - presented at GMIC Jakarta 2015 from Ketut Sulistyawati

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GMIC Jakarta 2015

Good UX: Key Ingredients - presented at GMIC Jakarta 2015 from Ketut Sulistyawati

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Because sometimes we need to do timelapse video.

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Because sometimes we need to do timelapse video.

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Each of us carries within a secret yearning - a yearning that, as time and life march on, often becomes a secret sorrow. That yearning will be different for each of us, as it is the most deeply that we - each of us - are able to bring forth our own heart's core will our lives feel fulfilled, trully worthwhile

George Kinder

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UX for Startups? Somia gives UX training for Ideabox entrepeneurs

Ideabox is a business incubator and offers various trainings and workshop for its participants. Somia were invited to share UX knowledge and we particularly tailored the training around user research and usability testing.

Parts of the training involved hands-on exercises, where participants were challenged to try various methods themselves and to share their experiences with each other. For example, Aya of Somia (pictured above) gave a demonstration on sketching, a method that can be easily conducted as part of conceptualizing and detailing a product function and interactions.

Our friends at Ideabox were quick and excited to pick up the methods and tricks. On Day 2 and Day 3, there were able to expand their ideas through trying out the methods and apply them right into their current process of solidifying products and business concepts.

The 3-day workshop was a great opportunity for the Somia team to learn and think about the startup culture in Jakarta as well as to exchange ideas and knowledge with teams at Ideabox. Thank you Ideabox!

Check out also:

http://www.ideabox.co.id/empathy-by-standing-in-your-customers-shoes/

http://www.ideabox.co.id/ux-session-with-dian-soraya-and-risa-how-to-build-user-interaction-and-get-feedback/

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we are proud to be contributing to UXMas - a digital advent calendar for user experience designers. Every day throughout December in the lead-up to Christmas, a bauble is opened to reveal a new gift to the UX community.

Merry uXMas everyone! 

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UX Myths

UX Myths - Brownbag session at GDP Venture from Sulis tyawati

  User Experience (UX) has become a buzzword in today’s tech scene. It is said to be the future, yet it is on top of the list of jobs that are impossible to explain to your parents. But what UX really is? In this session, I will share some of the most commonly known UX myths and explain why they don’t hold true. I will share case studies from my past experience, the success stories and the failures, and why organizations need to pay attention to it.

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Conducting User Research in Indonesia

We’ve been engaged by international companies to conduct research to understand their customers in Indonesia. Compared to our experiences conducting research overseas, doing one in Indonesia is quite unique. 

These are key differences that you need to be aware of if you are coming from overseas and planning to conduct user research in Indonesia.

1. Research your research location

Addresses in Indonesia can be very difficult to find. The numbers along the same road are not sequential, e.g., number 15 after house number 27. Sometimes, their homes are located in a small alley that can only be access through another alley.

So if you are doing field research or visits to the customer’s homes, do your homework by finding out their addresses and exact home locations first beforehand. You don’t want to lose your time finding the address or getting lost during the actual research.

  2. Start with Bahasa Indonesia

Depending on your target participants, they may be fluent and comfortable with having the session in English. However, don’t ask directly if they are comfortable with English. Some people don’t want to admit that they are not comfortable with English, and will try hard to converse in English. As a result, they may not be able to express their thoughts and feeling more openly and accurately (due to the lack of vocabulary), and this may affect the quality of the research.

The best is to start speaking in Bahasa Indonesia, then slowly probing a question or two to see how the participant responds. Usually, if the participants are fluent in English, they will reply you in English. Based on this, you can then decide whether you want to continue the session in Bahasa Indonesia or in English. 

  3. Read in between the lines

The Indonesian culture of being polite and trying to please others (which is more prominent in some areas such as Java) means that you have to be more careful in interpreting what they say. Having local user researcher helps, as they would have the cultural and local context to understand what the participant really means. Another way to spot this is to rephrase the question differently, and spot for inconsistencies.

We know that users are very tolerant and blame themselves when they don’t understand how to use the system. This is even more in Indonesia. Sometimes, we find that phrasing the question in a negative sentence help to encourage them to feel more comfortable about sharing their frustrations more openly.

  4. Asking personal questions

The people in Indonesia are generally quite open to share their personal stories. Asking their age, marital status, religion, which can be very sensitive elsewhere is actually quite common here, as long as you ask them politely. One of our interviewees even told use his password willingly without us asking.

  5. Drinks and snacks!

Expect to have lots of drinks and snacks during the research. When you do home visit, the respondent / host will show their kind gestures by serving you something to eat / drink. When you do usability testing, the host of the venue or recruiter will also provide the respondents, researcher and observers plenty of snacks and drinks. It’s really something nice to break the ice before every session!

On final note, Indonesians are very friendly and thus easy to engage and have conversation with. The tricky bit is to understand the local culture and context so you can get more accurate insights.

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Somia CX's showreel to showcase what we do and our approach :)

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Kuali: CX Cookbook

Customer Experience (CX) Cookbook from Somia Customer Experience

Collection of mindset, approaches, and tools that can help facilitate your process in creating experience design solutions.

A collaborative effort between Somia Customer Experience and Copenhagen Institute of Neuro-Creativity. Crafted and cooked in the island of Bali, Indonesia. 

Download for free at www.cxcookbook.com. Enjoy!

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full Somia team at UXID 2014! 

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Calling for young design thinkers to join us in this exciting charity workshop!

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HFEM 2014 Talk: Experience Design Methods

We were honored to be invited to give a talk at the HFEM (Human Factors and Ergonomics Society Malaysia) Annual Seminar 2014, at Kuala Lumpur Malaysia.  

Here's what the talk is about:

Products and services that deliver good user experience have been shown to be more successful in the market. User experience design is a practice of transforming user insights and emotion to create products and services that are useful, easy to use, and enjoyable. The process requires in-depth understanding of the customers and inter-disciplinary collaboration to ensure connected experiences across customer touch points.

In this talk, Sulis discussed various User Experience Design methods that are commonly used for product and service development. She covered the pros and cons for the methods, and how they are often tweaked in practice to meet the contextual constraints in the industry.