tips to improve the customer experience

Improve the

user experience

Question # 1

How can you help users try out new products?

Pop up stores use

temporary spaces in cities to give customers a sense of

something unexpected.

http://www.globaltoynews.com/2016/04/pop-up-stores-the-new-face-of-retail.htmlhttp://www.mckinseyonmarketingandsales.com/the-future-of-the-shopping-mall

http://www.mckinsey.com/business-functions/digital-mckinsey/our-insights/the-four-pillars-of-distinctive-customer-journeys

Transparency of prices and feesaccount for 15% of overall customer satisfaction.

http://www.tramontina.com/ involve users to test drive lawnmowers in São Paulo parks.

http://www.fastcocreate.com/3060407/quick-hit/brazilian-lawnmower-brand-used-test-drives-to-clean-up-city-parks

Predictive retail involves inspiring consumers in different contexts before, during, and after a purchase.

ExampleWhen a pair of running shoes has a chip in the sole that sends

information to a fitness app, a user can get a notification when his or her running shoes are worn down after x km.

https://hbr.org/2016/11/how-predictive-ai-will-change-shopping

Question # 2

How can you help people create something new?

Example

https://99designs.com/

Example

http://agilityhackathon.com/

Active participation

Passive entertainment

The future

The past

Hackathons

In many cases, customers have done research before setting foot in a store.

By equipping store associates with that data, along with information about how frequently a customer visits the store, what they purchased on their last trip, and their typical spend,

they can build deeper, more effective relationships and create more value for users.

https://dupress.deloitte.com/dup-us-en/focus/internet-of-things/iot-retail-strategies.html

Question # 3

How can you help userssave time?

Lower football field so the ball does not run away

In parking lots, sensors detect how many parking

spots are available and inform drivers.

http://www.mckinseyonmarketingandsales.com/the-future-of-the-shopping-mall

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Question # 4

How can users help outget things done?

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https://www.giffgaff.com/ invites users to help out do different kinds of work such as handle customer support requests, create ads, provide input on strategy and pricing.

http://www.digitalistmag.com/customer-experience/2015/12/14/what-is-the-customer-experience-in-a-digital-economy-03860570

At http://spiga-ristorante.ch/, customers order and pay for their food right at the entrance.

A mobile device that customers get when ordering and paying for the food, lights up when the food is ready. Customers then pick up their food themselves.

After finishing eating, customers bring their plates, cutlery, and glasses near the dishwashing machine.

Some results of self service:1. Prices are lower.2. Customers get a little exercise.

https://www.facebook.com/spigaristorante/photos/a.359917147466617.1073741831.359551147503217/393235250801473/

To learn to see customers as assets,

talk about user needs at the

start of every meeting.

http://www.customerbliss.com/learning-about-customer-experience-competencies/

Question # 5

How can you help usershave more joy using products?

If you make headphones, what about also

helping people to listen better?

Further inspiration

https://www.teacherspayteachers.com/Product/How-can-we-listen-better-1485898

Question # 6

How can we help each other use things?

Sourceshttp://www.9flats.com/https://www.airbnb.com/http://campinmygarden.com/https://www.couchsurfing.org/https://roomorama.com/http://www.wimdu.co.uk/

Sourceshttp://www.autonetzer.de/http://www.buzzcar.com/http://www.deways.com/https://www.drivy.com/http://gomore.dk/https://minbildinbil.dk/https://www.nachbarschaftsauto.de/https://sharoo.com/http://www.tamyca.de/

Question # 7

How can we help people share ideas with and

meet each other?

http://www.meetup.com/

Additional sources

https://hbr.org/2011/04/experience-co-creation.htmlhttps://hbr.org/2013/09/the-truth-about-customer-experiencehttps://hbr.org/2015/11/what-a-great-digital-customer-experience-actually-looks-likehttp://www.mckinsey.com/business-functions/operations/our-insights/the-ceo-guide-to-customer-experiencehttps://readthink.com/the-true-meaning-behind-the-ceo-title-b4633e37eda9#.3h1xgz23rhttp://www.strategy-business.com/pictures/What-Good-User-Experience-Looks-Likehttp://www.strategy-business.com/article/Your-Employees-User-Experience-Should-Be-a-Strategic-Priority