designing for surprise in ux & cx
DESCRIPTION
Bow & Drape founder Aubrie Pagano shares examples and tactics for delivering delightful interactions with customers.TRANSCRIPT
THROWING THE CURVEBALL: DESIGNING FOR SURPRISE IN UX AND CX
AUBRIE PAGANO CEO + FOUNDER, @BOWANDDRAPE
@AUBRIEPAGANO
BOW & DRAPE Custom clothing for women with lots of personality
TODAY
• Simple definition of surprise • Why surprise is important • The brand that’s best @ surprise • What Bow & Drape does to surprise + delight • Things to consider
WHAT IS SURPRISE?
THE UNEXPECTED
WHO CARES?
THE UNEXPRECTED = DELIGHT
DELIGHT = HAPPY CUSTOMERS
HAPPY CUSTOMERS = MAD CASHISH
THE GURU: JOHNNY CUPCAKES
• Brand: Johnny Cupcakes • Founded: 2001 • Revenues: $70M • Locations: 6 • Growth: 915% YOY
THE UNEXPECTED IN THE FAMILIAR
SURPRISE IN PRODUCT DESIGN
SURPRISE IN PRODUCT DESIGN
“GREAT PACKAGING DOESN’T GET THROWN AWAY”
“GREAT PACKAGING DOESN’T GET THROWN AWAY”
“BEING” v. “HAVING”
BOW & DRAPE VALUES: • Create WOW moments • Embrace fun • Take pride • Disrupt and drive change • Focus on 10x • Be cheeky • Be humble
GET STARTED
GET STARTED
GET INVOLVED
GOOD THINGS COME IN SMALL PACKAGES
GOOD THINGS COME IN SMALL PACKAGES
TAKEAWAYS FROM B&D
• Surprises = the unexpected = delight = $$ • Engineer the unexpected for your customer • Be authentic • Pay attention to packaging • Allow customers to become a part of your story
