Escaping the Assumptions Trap - The lost Compass #UXCE24

Ever wondered why products and services often lack good customer or user experience. The teams responsible for developing these offerings struggle to take the customer or user perspective at cruicial spots during the process. Unvalidated assumptions too often are used as foundation for generating output.

This escape game is about how CX and UX experts can help those teams getting out of the different assumptions traps.

1.  ESCAPING 
 THE ASSUMPTION TRAP 
UX CAMP EUROPE
MAI 19. 2024

@BENNOLOEWENBERG
for CX/UX

2. THE LOST COMPASS 
AN ESCAPE “ GAMEWORK”
FOR CX/UX

@BENNOLOEWENBERGAI-generated image

3. @BennoLoewenberg
 MINDSETTING 

4. @BennoLoewenberg
THE NEEDLE AI-generated image

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 TARGET & TOOL 

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 CONTEXT & PERSPECTIVE 

7.  IMMERSE IN THE PERSPECTIVE 
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9. AI-generated image (execpt the hands :-) @BennoLoewenberg


YOU WORKING WITH 
NON-CX/UX TEAMS 

10. ASSUMPTIONS ON ASSUMPTIONS 
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CAPTURING CONJECTURES 

12. @BennoLoewenberg
One big or blurry assumption and struggling
to evaluate or to act on it
Focus on one golden idea/solution instead of outcomes
Actionism and jumping to habitual tactics
Aiming just for “awareness” rather than needs/jobs
or behaviour change (esp. marketing teams)
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 COMMON HURDLES OF TEAMS  

13. what do we need
to envision and
enable
that supports this
behaviour change
@BennoLoewenberg
Current
Behaviour
Target
Behaviour

 THE GAP 

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 TEAMS CAUGHT OFF-GARD HERE 

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THE WHEEL 

16. HOW WOULD YOU 
HELP TO ESCAPE ? AI-generated image (execpt the hands :-)
@BennoLoewenberg

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18. ASSUMPTIONS ASSESSMENT 
@BennoLoewenbergAI-generated image

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SHINY SELF-REFLECTIONS 

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Vanity metrics (e. g. NPS) instead of learning
Limited consideration sets and “loyalty loops”
Using indications rather than evidences
Output-driven KPIs
Lack of criteria for meaningful prioritzation

…

 COMMON HURDLES OF TEAMS  

21. @BennoLoewenberg
Importance
Certainty
how to assess assumptions
for the ones relevant for
customer/user value
get into the focus

 THE MATRIX  

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 TEAMS GET LOST HERE 

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THE REFRAMING 

24. @BennoLoewenbergAI-generated image (execpt the hands :-)

HOW WOULD YOU 
HELP TO ESCAPE ? 

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26. @BennoLoewenberg
LET’S FIND COMPASSES 
TO YOUR EXPERIENCE
WHERE ELSE DO TEAMS
NEED HELP AND HOW ? AI-generated image

27.  @BENNOLOEWENBERG 
CX & INNOVATION STRATEGY
WORKSHOP FACILITATION