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Ward Andrews

CEO | Drawbackwards

Ward Andrews is CEO at Drawbackwards, a consulting firm that dissolves complexity and delivers simplicity for customer experience and software product teams globally. Enterprise client mix includes: healthcare, financial services, hospitality and a range of consumer products. High-growth SaaS companies partnering with Drawbackwards have been acquired by the likes of Square and Experian.

 

Ward is a part of the Honors Faculty at Arizona State University teaching Design Entrepreneurship. He has worked with hundreds of the world’s biggest brands for over twenty years including: American Express, Blue Cross Blue Shield, Sony, Intel, General Dynamics, Insomniac Games, GoDaddy and Willis Towers Watson. His brand and design projects have garnered Addy, Prisma and Emmy awards. His CX and software product work has generated over 1B in value through cost savings and new revenue growth.

The road to a good customer experience can be full of potholes. How do you navigate such a treacherous path? One key way is through product thinking.

What is product thinking and why does it matter?
  • Product thinking is key to shaping the best customer experience possible as it helps to identify problems and solve them.
  • By providing a holistic perspective on a product it differs from design thinking and reveals the real product value for customers.
  • Because of its strategic importance, every team member should hone product thinking skills. It’s more than a working framework, it’s a mindset, a culture of customer experience.
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Foundational UX skills that will help your team delve deeper into UX design

How to Train and Develop the 12 Competencies of UX Design
  • There are 12 core competencies that a UX design team should master. These skills differentiate human designers from any existing robot.
  • Looking for a purpose and asking “why” in addition to “how” and “what” is a good starting point to deliver the right solution that solves users’ problems.
  • It is equally important to validate designs, review user flows, refine UX writing skills, and, most importantly, become genuine advocates for users experience.

Read the article to get practical advice on how to develop these 12 core competencies of a UX team.

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