1. Customers and the WebCustomers and the Web
Paul Cherry, Place Over EarsPaul Cherry, Place Over Ears
WordCamp, Birmingham 2015WordCamp, Birmingham 2015
@PlaceOverEars@PlaceOverEars
info@placeoverears.co.ukinfo@placeoverears.co.uk
www.placeoverears.co.ukwww.placeoverears.co.uk
2. Who is this guy?
• In marketing since childhood
• Entrepreneur awards
• Co-created The Turds in 2002
• Launched Place Over Ears in 2015
• Once got trapped in a bathroom*
*for up to 4 hours
3. Lets go.
• Why all the fuss about experiences?
• What makes for customer-centric UX?
• Failure is OK… but
• Customers are people like us
15. Getting with the ABC
CustomersCustomers
are peopleare people
like uslike us
16. How I feelHow I feel
How I am
acting
How I am
acting
What I am
thinking
What I am
thinking
Customers
Usability and
task type
Warmth,
admiration,
distrust
Symbolism and
interpretation
18. Some things to think about
1. What do you really, really want customers to do?
2. How do these actions attach to their marketing plans?
3. Will customers need to learn or practice new flows?
4. Ask the client: where is usability in the schedule?
5. Know your strengths, invite other brilliance to help
– Structural / design / content / insight
19. Paul Lester:
Was there a serious atmosphere
in the studio, then, during the
making of Off the Wall and
Thriller?
Quincy Jones:
Hell, no, man – it was as
loose as you can get! We’d
be joking and having fun.
Are you kidding? You
gotta know how to party
[laughs]. If you get
uptight, the music’s going
to sound like nothin’. I
used to say, “Always leave
a little room for God to
walk in the room.”