agenda

Agenda• 7:00 PM - Food & beverages• 7:25 PM - Introduction of Sean Van Tyne

event • 7:40 PM - Sponsor announcements -

Cross Campus, DIRECTV’S D LAB, TechJobsLA

• 7:55 PM – Community announcements (open floor)

• 8:00 PM – Sean Van Tyne’s Presentation• 8:50 PM - Questions and answers • 9:00 PM - Book signing• 9:20 PM – After party at Bodega

The Los Angeles User Experience Meetup

Follow us on Twitter: @LAUXMeetupFollow Sean Van Tyne:

@Sean_Van_TyneEvent hashtags: #CXRevolution,

#LAUXSponsor hashtags: @CrossCampusLA@we_ideate (DIRECTV’s Digital

Innovation Lab)

San Van Tyne | @Sean_Van_Tyne

Sean Van Tyne is the co-author of The Customer Experience Revolution and the User Experience

Director at FICO

Book Signing

After the presentation

After Party Gathering

Bodega Wine Bar

814 Broadway, Santa Monica

Sponsor Announcements

Cross Campus | @CrossCampusLA

Thank you for providing the venue

D Lab | DIRECTV Digital Innovation Lab

Thank you for providing refreshments

O

TechJobsLA | @TechJobsLAFairFREE | Saturday, March 9th

Thank you for your sponsorshipI

Community Announcements

Companies hiring, upcoming events, etc.

www.cxrevolution.comSean Van Tyne

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11

The Customer Experience Revolution:

Ask, Watch and Listen

Sean Van Tyne

Los Angeles User ExperienceSanta Monica, CAFebruary 21, 2013

www.cxrevolution.comSean Van Tyne

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CX Defined by Experience MakersCustomer Experience (CX)All interactions people have with - or about - an

organization’s messages, people, products or services.

From potential customer to customer to advocate.

User Experience (UX)A person’s experience directly interacting with an

organization’s products or services. The proof point that promises made are true.

www.cxrevolution.comSean Van Tyne

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The Customer Experience Revolution 3DsThe best experience are purposely …

Determine what the experience should be

Develop the experience by engaging people, anticipating their needs

Deliver on all their promises

www.cxrevolution.comSean Van Tyne

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The Customer Experience Hierarchy

www.cxrevolution.comSean Van Tyne

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Ask, Watch, and Listen

www.cxrevolution.comSean Van Tyne

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The Betty Crocker Cake Mix Story

www.cxrevolution.comSean Van Tyne

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Do it Early, Do it Often Do it Early - or you will spend more time

and money in the later stages when it is harder and more time consuming to make course corrections, make the best trade-offs, or do rework.

Do it Often - and minimize guesswork by involving your customers all along the way.

www.cxrevolution.comSean Van Tyne

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Delighting Your Customers is not a Destination Market needs change, customers’ goals

change and technology changes.

…and when you get there, what it takes to delight them just got harder or changed

Constantly monitor and improve

www.cxrevolution.comSean Van Tyne

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Follow Your CustomersThe Quicken Story

www.cxrevolution.comSean Van Tyne

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The Skinit Story

In 2006, Skinit had five employees making personalized adhesive logos and other artwork for consumers to stick onto cell phones, laptops, digital cameras and other electronic gadgets.

www.cxrevolution.comSean Van Tyne

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Case Study: Skinit Customizer In 2007, the company was preparing to enhance it’s

previously successful Photo Uploader, a web-based application that allows consumers to upload their own photos and manipulate designs for their personal electronic devices.

The objective was to enhance the features of the new solution and provide an intuitive and flexible interface with a rich customer experience that increased conversion.

www.cxrevolution.comSean Van Tyne

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Determining the Experience:Profile Your Customers Developed profiles at the very beginning of the project

based on the demographics and psychographic – lifestyle – information

Skinit developed their profiles from website analytics, third-party information and customer interviews

Note: If you do not have the time or budget to purchase data to develop your profiles, you can interview customers and talk directly to them to create profiles.

www.cxrevolution.comSean Van Tyne

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Developing the Experience:Do it Early and Often First, we asked employees at Skinit that hadn't used the

photo up-loader.

Then we brought in friends and family who had never used it before that matched the profile

We moved from lower fidelity – paper prototypes - to higher fidelity – HTML prototypes.

Note: Soliciting employees was easier, faster, and cheaper than finding and bringing in people from outside.

www.cxrevolution.comSean Van Tyne

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Delivering the Experience:Results

By integrating knowledge of the customers goals and design best practice with business objectives, we deliver a solution that exceeded projected revenue estimates. Increased conversion by 350%.

www.cxrevolution.comSean Van Tyne

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CEO Endorsement“Increasing the conversion of our Customizer

application not only increased revenue it also enabled us to provide a more compelling customer experience which has driven significant interest in new and existing partner programs.”

– Paul Buss, CEO of Skinit.

www.cxrevolution.comSean Van Tyne

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Thank Youwww.SeanVanTyne.com

http://twitter.com/Sean_Van_Tyne

www.linkedin.com/in/seanvantyne

www.cxrevolution.com