Focusing on UX Design & Development: A Conversation w/ Colt Whittall, Chief Experience Officer, USAF
"I summarize our User Experience Strategy as follows: Treat Airmen as customers. Measure and track the level of service we are providing, as they perform their/our mission. Then proactively manage our service levels from their perspective. This is also known as an “outside in” approach. It measures the service level actually experienced by the user and then marshals the organization’s resources to deliver increasingly better service."
0:00 Opening
0:27 Responsibilities of a Chief Experience Officer (CXO)
3:32 Supporting the Mission of the U.S. Dept of the Air Force
8:00 User Experience Strategy "Outside-In Approach"
11:30 Measuring User Experience - Tools and Process
17:08 Challenges to Improving the User Experience
19:23 Advice for Developing a Formal User Experience Program
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