The document discusses customer experience and interactions across different stages from impressions to exit. It emphasizes attracting customers, clarifying their needs, engaging them, adapting to their needs, wowing them with the experience, and extending the relationship after the interaction. The focus is on solving the users' problems throughout their journey.

1. WHEN I SAY
JUMP, YOU
JUMP.
OK.

7. - DetNOBODY IS WALKING THROUGH THAT DOOR!
– kommer nästan ingen genom
den där dörren.Jag visste väl att
I KNEW THE INTERNET WOULDN’T WORK!
webben inte skulle leverera!

23. IMPRESSIONS ENTRY RESULT EXPERIENCE
EXPECTATIONS INTERACTION EXIT

24. MARKETING WEB SALES
IMPRESSIONS ENTRY RESULT EXPERIENCE
EXPECTATIONS INTERACTION EXIT

25. MARKETING WEB SALES
CUST OMER SERVICE / SUPPORT
IMPRESSIONS ENTRY RESULT EXPERIENCE
EXPECTATIONS INTERACTION EXIT

29. ATTRACT
CLARIFY
ENGAGE
ADAPT
WOW
EXTEND

30. ATTRACT
CLARIFY
ENGAGE
ADAPT
WOW
EXTEND

36. ATTRACT
CLARIFY
ENGAGE
ADAPT
WOW
EXTEND

41. ATTRACT
CLARIFY
ENGAGE
ADAPT
WOW
EXTEND

50. ATTRACT
CLARIFY
ENGAGE
ADAPT
WOW
EXTEND

55. CAN I GET THIS DELIVERED
TOMORROW?
YES, OF COURSE! HOW
NO, I’M AFRAID THAT
WOULD YOU LIKE TO
COSTS EXTRA...
PAY FOR THAT?

57. ATTRACT
CLARIFY
ENGAGE
ADAPT
WOW
EXTEND

61. ATTRACT
CLARIFY
ENGAGE
ADAPT
WOW
EXTEND

64. ONE MORE...

65. CONSIDER
can you build an upload form for
publishing photos to a website?

67. CONSIDER
can you help people share
photos online?

69. #7
SOLVE THE
RIGHT (USER’S)
PROBLEM

70. Create superior websites by
eliminating hurdles throughout the
user journey. Advice from @axbom
at #sdc2012 http://axbom.se/sdc
Want to learn more? Listen to uxpodcast.com
and follow @axbom on Twitter.