From cUStomER

To CusTOMer

Peter Bogaards ~ 19 april 2012

1

Informaat experience design

woensdag 25 april 2012 ()

2woensdag 25 april 2012 ()

3woensdag 25 april 2012 ()

Disclaimer

4woensdag 25 april 2012 ()

5

A revolution is upon us

woensdag 25 april 2012 ()

6woensdag 25 april 2012 ()

7woensdag 25 april 2012 ()

8woensdag 25 april 2012 ()

Niclas Koppernigk (1473-1543)

9woensdag 25 april 2012 ()

10woensdag 25 april 2012 ()

11woensdag 25 april 2012 ()

12woensdag 25 april 2012 ()

13woensdag 25 april 2012 ()

14woensdag 25 april 2012 ()

15woensdag 25 april 2012 ()

16woensdag 25 april 2012 ()

"You've got to start with the customer experience and work backwards to the technology."Steve Jobs

17woensdag 25 april 2012 ()

18

The Jobsian Revolution

woensdag 25 april 2012 ()

"Meaning is the most important dimension of the customer experience."Nathan Shedroff

19woensdag 25 april 2012 ()

Customer eXperience

20woensdag 25 april 2012 ()

21woensdag 25 april 2012 ()

"(...) we don’t really know people who do Customer Experience, in fact, most of us probably don’t even know they exist and will be immediately sceptical upon discovering them."Leisa Reichelt

22woensdag 25 april 2012 ()

"User experience encompasses all aspects of the end-user's interaction with the company, its services, and its products."Nielsen Norman Group

"Customer experience is the perception that customers have of their interactions with an organization."Bruce Temkin

23woensdag 25 april 2012 ()

Experience Strategy

24woensdag 25 april 2012 ()

25woensdag 25 april 2012 ()

• Define the UX vision.

• Create UX strategies.

• Advance the UX practice within a company.

• Work across business units and departments.

• Analyze quantitative and qualitative user research.

• Synthesize customer data from many sources to identify opportunities and recommend design directions.

• Identify user requirements to shape and prioritize feature sets.

• Connect design strategy to business results.

• Produce a UX roadmap.

Responsibilities UX strategist

26woensdag 25 april 2012 ()

Service Design

27woensdag 25 april 2012 ()

"The service design folks understand that good experiences require unity from all aspects of an experience, not just the cool digital stuff."Samantha Starmer

28woensdag 25 april 2012 ()

29woensdag 25 april 2012 ()

Customer Experience

30woensdag 25 april 2012 ()

Some UX magic words

accessibility ~ agile ~ architecture ~ compelling ~ content ~ content management ~ deliverables ~ design ~ design thinking ~ desirable ~ empathy ~ findability ~

interaction ~ navigation ~ patterns ~ personas ~ process ~ prototypes ~ research ~ scenarios ~ search ~ swimming lanes ~ usability ~ useful ~ user-centered

~ web governance ~ wireframes

31woensdag 25 april 2012 ()

Some CX magic words

conversion ~ customer call centre ~ customer care ~ customer excellence ~ customer focus ~ customer

intelligence ~ customer loyalty ~ customer relationship ~ customer satisfaction ~ customer service ~

customer value ~ Net Promotor Score ~ voice of the customer

32woensdag 25 april 2012 ()

33woensdag 25 april 2012 ()

34woensdag 25 april 2012 ()

Design

Culture

Strategy

Governance

Measurement

Customer understanding

35woensdag 25 april 2012 ()

Design < UX design

Culture < Design thinking

Strategy < Experience strategy

Governance < Web governance

Measurement < Analytics

Customer understanding < User/Design research

36woensdag 25 april 2012 ()

Challenges & Next steps

37woensdag 25 april 2012 ()

Thank you!

about.me/peterbogaards

38woensdag 25 april 2012 ()