SlideShare una empresa de Scribd logo
1 de 26
Descargar para leer sin conexión
10insightful
QUOTES ON
DESIGNING A
BETTER
CUSTOMER
EXPERIENCE
None of us is as smart as all of us.
Keeping your ideas to yourself is
detrimental. Diversity of people
equals diversity of ideas.
Denise Jacobs
Creativity... thrives on diversity,
tension, sharing and collaboration.
Stefan Klocek, “Better Together”
A client-agency relationship
is symbiotic. Work alongside
your appointed agency so that
they play a vital role in your
vision and help you achieve
your company or organisational
objectives and KPIs.
There is no such thing as
a stupid idea! Discuss all
possibilities to achieve the
best outcome.
Invest in discovery workshops
and stakeholder meetings
with your suppliers and staff
so that all parties learn about
your culture, listen to ideas and
collaborate as one team.
1. Create together
Products are people.
Ash Donaldson
Google Self-Driving Car Project
https://www.google.com/selfdrivingcar/where/
Improve your website content
by instilling an engaging tone
of voice. Avoid writing long, dry
content full of technical jargons.
Make digital interactions
fun by introducing subtle
animations or transitions that
fit the brand’s personality.
Rewrite robotic system
messages and help instructions
to be clear, precise, friendly and
perhaps even with a dose of
appropriate humour.
2. Design for emotional engagement
Design for context not devices.
Derek Featherstone
Display a phone number
during office hours, and a
contact form after hours.
Reprioritise information about
an event, such as logistics,
schedule and photos based on
whether it is leading up to the
event (logistics), during the
event (schedule) or after the
event (photos).
Present different help
information about getting to
one place, from car rentals to
walking instructions, depending
on how far the user is located
away from the destination.
3. Design for context
(time, location, proximity, device, state of mind, capabilities, activity & interests)
A form can be long if it matches
participant expectations.
Louise Bassett & Jessica Enders
Investigate whether the
type of language used in a
form matches user needs,
whether form length matches
expectations and whether the
form is understandable to all
target audiences.
Implement the WCAG
guide for accessibility to
make sure all users can
complete a form regardless
of any disability.
Empower research
participants to feel valued
and important to the user
research process to drive
accurate results.
4. Research user expectations
Innovate like a UX researcher.
Dan Szuc
Just because something has been
done the same way for 10 years
doesn’t mean it’s the best way to do it.
Constantly challenge the status quote
in every part of your current customer
experience to find new possibilities.
Observe your customer
behaviour and detect small
details in the activities of
your customers, suppliers and
partners that suggest new
ways of doing things.
Triggered by questioning, observing, networking and experimenting, you can draw
connections between questions, problems or ideas from unrelated fields, which form
the catalyst for creativity. Draw conclusions from connecting customer problems with
insights, and as a result, create new customer experience design solutions.
Get to know a diverse range of your
customers, not just your pre-determined
target market, to gain radically different
perspectives from individuals in order to
find new opportunities to innovate.
Networking
Associational
Thinking
Questioning
ExperimentingObserving
Constantly try out new
experiences, take things apart
and test new ideas. Failing fast
and failing often will result in
faster innovation and the ability
to find a better solution quicker.
5 traits of a
successful
innovator
Don’t be afraid to ask people
what they are doing.
Chris O’Brien
Conduct in-depth interviews
with customers to find out
where their pain points lie.
Spend time observing your
customers in the real world.
Analyse and implement the
findings, ensuring you build
brand rapport with your
customers.
6. Consult directly with customers
Design for MAGIC.
Make magic moments.
Laura Naylor, Cliff Curry & Will Bates
Start with a
classic story
arc
Make the
product the
hero
Keep your
shoot in
mind
Be inventive
but keep it
simple
Communicate the who,
what, where, when and most
importantly WHY of your
brand using the important
methods of storytelling and
meaningful UX design.
Communicate your vision
to your audience using
powerful triggers.
Use emotionally engaging
icons, images, video and
animation to communicate
with your audience.
7. Harness storytelling techniques
Answer human needs in a
brand-proprietary way.
Andrew Wight
Articulate your brand story
via identifying your brand
archetype and purpose.
Define your brand’s role in
your customer’s story, where
your customer is the hero,
you are the mentor and your
product or service is the gift.
Translate the story into
customer touchpoints.
8. Align the experience to your brand
Brand Archetpyes - http://www.inspectorinsight.com/emotion/making-your-brand-emotional-human-goals-and-buyer-behaviour/
Making sure you’re measuring
the right metrics is important.
Andrea Browne & Gillian Vogl
Understand the goals of
your organisation prior to
the development of an app
or website.
Help your company or
organisation understand and
set up reasonable metrics,
understanding context and
environment of line of enquiry.
Implement solutions based
on meaningful findings and
then measure the outcomes.
9. Define your goals and metrics
Building trust with
your customers leads
to brand loyalty.
Wesley Rodricks & Yuan Wang
https://thankyou.co
10. Build trust with persuasive design
What is an effective cue for
your customers to take action
without being annoying?
Increasing the frequency
of this cue may increase
a desired behaviour if it’s
relevant to their needs.
Triggers
Is it easy for your customers
to take the desired action?
Are they limited by time,
money or effort? Making this
simple for them may induce
more actions.
Simplicity
What is motivating your
customers? What pain points
are you solving for them? It
is often easy for businesses
to assume their customers’
motivations without truly
understanding their problems,
hopes and fears.
Motivation
How are you rewarding your
customers after they’ve taken
the desired action? Is the
reward worth the effort and
will they do it again? Building
the right rewards will set the
scene for repeat customers.
Rewards
yump.com.au
yump.com.au
@yumpdigital
or come say hiTHANKS

Más contenido relacionado

La actualidad más candente

Five Killer Ways to Design The Same Slide
Five Killer Ways to Design The Same SlideFive Killer Ways to Design The Same Slide
Five Killer Ways to Design The Same SlideCrispy Presentations
 
100 growth hacks 100 days | 1 to 10
100 growth hacks 100 days | 1 to 10100 growth hacks 100 days | 1 to 10
100 growth hacks 100 days | 1 to 10Robin Yjord
 
The Great State of Design with CSS Grid Layout and Friends
The Great State of Design with CSS Grid Layout and FriendsThe Great State of Design with CSS Grid Layout and Friends
The Great State of Design with CSS Grid Layout and FriendsStacy Kvernmo
 
People Don't Care About Your Brand
People Don't Care About Your BrandPeople Don't Care About Your Brand
People Don't Care About Your BrandSlides That Rock
 
The Science of Story: How Brands Can Use Storytelling To Get More Customers
The Science of Story: How Brands Can Use Storytelling To Get More CustomersThe Science of Story: How Brands Can Use Storytelling To Get More Customers
The Science of Story: How Brands Can Use Storytelling To Get More CustomersDigital Surgeons
 
Inspired Storytelling: Engaging People & Moving Them To Action
Inspired Storytelling: Engaging People & Moving Them To ActionInspired Storytelling: Engaging People & Moving Them To Action
Inspired Storytelling: Engaging People & Moving Them To ActionKelsey Ruger
 
Fight for Yourself: How to Sell Your Ideas and Crush Presentations
Fight for Yourself: How to Sell Your Ideas and Crush PresentationsFight for Yourself: How to Sell Your Ideas and Crush Presentations
Fight for Yourself: How to Sell Your Ideas and Crush PresentationsDigital Surgeons
 
11 big strategy ideas
11 big strategy ideas11 big strategy ideas
11 big strategy ideasCPA Australia
 
The Art of the Presentation
The Art of the PresentationThe Art of the Presentation
The Art of the PresentationJeffrey Stevens
 
Employer Brand Thinking
Employer Brand ThinkingEmployer Brand Thinking
Employer Brand ThinkingRCA group
 
50 Essential Content Marketing Hacks (Content Marketing World)
50 Essential Content Marketing Hacks (Content Marketing World)50 Essential Content Marketing Hacks (Content Marketing World)
50 Essential Content Marketing Hacks (Content Marketing World)Heinz Marketing Inc
 
Crap. The Content Marketing Deluge.
Crap. The Content Marketing Deluge.Crap. The Content Marketing Deluge.
Crap. The Content Marketing Deluge.Velocity Partners
 
How To Sell To Non-Believers - Turning Doubt Into Trust
How To Sell To Non-Believers - Turning Doubt Into TrustHow To Sell To Non-Believers - Turning Doubt Into Trust
How To Sell To Non-Believers - Turning Doubt Into TrustClose.io
 
Discover The Top 10 Types Of Colleagues Around You
Discover The Top 10 Types Of Colleagues Around YouDiscover The Top 10 Types Of Colleagues Around You
Discover The Top 10 Types Of Colleagues Around YouAnkur Tandon
 
24 Awesome Infographic Ideas to Inspire Your Next Beautiful Creation
24 Awesome Infographic Ideas to Inspire Your Next Beautiful Creation24 Awesome Infographic Ideas to Inspire Your Next Beautiful Creation
24 Awesome Infographic Ideas to Inspire Your Next Beautiful CreationPiktochart
 
The battle for attention
The battle for attentionThe battle for attention
The battle for attentionNewsworks
 
20 Tweetable Quotes to Inspire Marketing & Design Creative Genius
20 Tweetable Quotes to Inspire Marketing & Design Creative Genius20 Tweetable Quotes to Inspire Marketing & Design Creative Genius
20 Tweetable Quotes to Inspire Marketing & Design Creative GeniusIMPACT Branding & Design LLC
 
How to Write Clickass Presentations that Convert
How to Write Clickass Presentations that ConvertHow to Write Clickass Presentations that Convert
How to Write Clickass Presentations that ConvertBarry Feldman
 
How NOT to Run Your Company – Lessons Learned
How NOT to Run Your Company – Lessons LearnedHow NOT to Run Your Company – Lessons Learned
How NOT to Run Your Company – Lessons LearnedWeekdone.com
 
The Science of Memorable Presentations
The Science of Memorable PresentationsThe Science of Memorable Presentations
The Science of Memorable PresentationsEthos3
 

La actualidad más candente (20)

Five Killer Ways to Design The Same Slide
Five Killer Ways to Design The Same SlideFive Killer Ways to Design The Same Slide
Five Killer Ways to Design The Same Slide
 
100 growth hacks 100 days | 1 to 10
100 growth hacks 100 days | 1 to 10100 growth hacks 100 days | 1 to 10
100 growth hacks 100 days | 1 to 10
 
The Great State of Design with CSS Grid Layout and Friends
The Great State of Design with CSS Grid Layout and FriendsThe Great State of Design with CSS Grid Layout and Friends
The Great State of Design with CSS Grid Layout and Friends
 
People Don't Care About Your Brand
People Don't Care About Your BrandPeople Don't Care About Your Brand
People Don't Care About Your Brand
 
The Science of Story: How Brands Can Use Storytelling To Get More Customers
The Science of Story: How Brands Can Use Storytelling To Get More CustomersThe Science of Story: How Brands Can Use Storytelling To Get More Customers
The Science of Story: How Brands Can Use Storytelling To Get More Customers
 
Inspired Storytelling: Engaging People & Moving Them To Action
Inspired Storytelling: Engaging People & Moving Them To ActionInspired Storytelling: Engaging People & Moving Them To Action
Inspired Storytelling: Engaging People & Moving Them To Action
 
Fight for Yourself: How to Sell Your Ideas and Crush Presentations
Fight for Yourself: How to Sell Your Ideas and Crush PresentationsFight for Yourself: How to Sell Your Ideas and Crush Presentations
Fight for Yourself: How to Sell Your Ideas and Crush Presentations
 
11 big strategy ideas
11 big strategy ideas11 big strategy ideas
11 big strategy ideas
 
The Art of the Presentation
The Art of the PresentationThe Art of the Presentation
The Art of the Presentation
 
Employer Brand Thinking
Employer Brand ThinkingEmployer Brand Thinking
Employer Brand Thinking
 
50 Essential Content Marketing Hacks (Content Marketing World)
50 Essential Content Marketing Hacks (Content Marketing World)50 Essential Content Marketing Hacks (Content Marketing World)
50 Essential Content Marketing Hacks (Content Marketing World)
 
Crap. The Content Marketing Deluge.
Crap. The Content Marketing Deluge.Crap. The Content Marketing Deluge.
Crap. The Content Marketing Deluge.
 
How To Sell To Non-Believers - Turning Doubt Into Trust
How To Sell To Non-Believers - Turning Doubt Into TrustHow To Sell To Non-Believers - Turning Doubt Into Trust
How To Sell To Non-Believers - Turning Doubt Into Trust
 
Discover The Top 10 Types Of Colleagues Around You
Discover The Top 10 Types Of Colleagues Around YouDiscover The Top 10 Types Of Colleagues Around You
Discover The Top 10 Types Of Colleagues Around You
 
24 Awesome Infographic Ideas to Inspire Your Next Beautiful Creation
24 Awesome Infographic Ideas to Inspire Your Next Beautiful Creation24 Awesome Infographic Ideas to Inspire Your Next Beautiful Creation
24 Awesome Infographic Ideas to Inspire Your Next Beautiful Creation
 
The battle for attention
The battle for attentionThe battle for attention
The battle for attention
 
20 Tweetable Quotes to Inspire Marketing & Design Creative Genius
20 Tweetable Quotes to Inspire Marketing & Design Creative Genius20 Tweetable Quotes to Inspire Marketing & Design Creative Genius
20 Tweetable Quotes to Inspire Marketing & Design Creative Genius
 
How to Write Clickass Presentations that Convert
How to Write Clickass Presentations that ConvertHow to Write Clickass Presentations that Convert
How to Write Clickass Presentations that Convert
 
How NOT to Run Your Company – Lessons Learned
How NOT to Run Your Company – Lessons LearnedHow NOT to Run Your Company – Lessons Learned
How NOT to Run Your Company – Lessons Learned
 
The Science of Memorable Presentations
The Science of Memorable PresentationsThe Science of Memorable Presentations
The Science of Memorable Presentations
 

Destacado

10 Color Banner Design Inspiration
10 Color Banner Design Inspiration10 Color Banner Design Inspiration
10 Color Banner Design InspirationBannersnack
 
Lightning Talk #9: How UX and Data Storytelling Can Shape Policy by Mika Aldaba
Lightning Talk #9: How UX and Data Storytelling Can Shape Policy by Mika AldabaLightning Talk #9: How UX and Data Storytelling Can Shape Policy by Mika Aldaba
Lightning Talk #9: How UX and Data Storytelling Can Shape Policy by Mika Aldabaux singapore
 
Clickbait: A Guide To Writing Un-Ignorable Headlines
Clickbait: A Guide To Writing Un-Ignorable HeadlinesClickbait: A Guide To Writing Un-Ignorable Headlines
Clickbait: A Guide To Writing Un-Ignorable HeadlinesVenngage
 
How a Strong Brand Boosts B2B Demand
How a Strong Brand Boosts B2B DemandHow a Strong Brand Boosts B2B Demand
How a Strong Brand Boosts B2B DemandGYK Antler
 
10 Engagement Lessons Learned From 1 Million Survey Answers
10 Engagement Lessons Learned From 1 Million Survey Answers10 Engagement Lessons Learned From 1 Million Survey Answers
10 Engagement Lessons Learned From 1 Million Survey AnswersD B
 
Prototyping is an attitude
Prototyping is an attitudePrototyping is an attitude
Prototyping is an attitudeWith Company
 
Get Featured: So You Want to be on the Front Page of SlideShare?
Get Featured: So You Want to be on the Front Page of SlideShare?Get Featured: So You Want to be on the Front Page of SlideShare?
Get Featured: So You Want to be on the Front Page of SlideShare?Venngage
 
500 Demo Day Batch 19: Gluwa
500 Demo Day Batch 19: Gluwa500 Demo Day Batch 19: Gluwa
500 Demo Day Batch 19: Gluwa500 Startups
 
Tips from Calvin and Hobbes on how to be a good customer
Tips from Calvin and Hobbes on how to be a good customerTips from Calvin and Hobbes on how to be a good customer
Tips from Calvin and Hobbes on how to be a good customerFreshdesk Inc.
 
Dispatches From The New Economy: The Five Faces Of The On-Demand Economy
Dispatches From The New Economy: The Five Faces Of The On-Demand EconomyDispatches From The New Economy: The Five Faces Of The On-Demand Economy
Dispatches From The New Economy: The Five Faces Of The On-Demand EconomyIntuit Inc.
 
38 Employee Engagement Ideas Your Team Will Love
38 Employee Engagement Ideas Your Team Will Love38 Employee Engagement Ideas Your Team Will Love
38 Employee Engagement Ideas Your Team Will LoveElodie A.
 
Designing Teams for Emerging Challenges
Designing Teams for Emerging ChallengesDesigning Teams for Emerging Challenges
Designing Teams for Emerging ChallengesAaron Irizarry
 
The Sketchnote Mini-Workshop
The Sketchnote Mini-WorkshopThe Sketchnote Mini-Workshop
The Sketchnote Mini-WorkshopMike Rohde
 
Top Productivity Working Hacks by Jan Rezab
Top Productivity Working Hacks by Jan RezabTop Productivity Working Hacks by Jan Rezab
Top Productivity Working Hacks by Jan RezabJan Rezab
 
Learn BEM: CSS Naming Convention
Learn BEM: CSS Naming ConventionLearn BEM: CSS Naming Convention
Learn BEM: CSS Naming ConventionIn a Rocket
 
10 Best Practices of a Best Company to Work For
10 Best Practices of a Best Company to Work For10 Best Practices of a Best Company to Work For
10 Best Practices of a Best Company to Work ForO.C. Tanner
 
How to Land that First Customer
How to Land that First CustomerHow to Land that First Customer
How to Land that First CustomerFloown
 

Destacado (20)

5 Storytelling Lessons From Superhero Stories
5 Storytelling Lessons From Superhero Stories5 Storytelling Lessons From Superhero Stories
5 Storytelling Lessons From Superhero Stories
 
10 Color Banner Design Inspiration
10 Color Banner Design Inspiration10 Color Banner Design Inspiration
10 Color Banner Design Inspiration
 
Lightning Talk #9: How UX and Data Storytelling Can Shape Policy by Mika Aldaba
Lightning Talk #9: How UX and Data Storytelling Can Shape Policy by Mika AldabaLightning Talk #9: How UX and Data Storytelling Can Shape Policy by Mika Aldaba
Lightning Talk #9: How UX and Data Storytelling Can Shape Policy by Mika Aldaba
 
Clickbait: A Guide To Writing Un-Ignorable Headlines
Clickbait: A Guide To Writing Un-Ignorable HeadlinesClickbait: A Guide To Writing Un-Ignorable Headlines
Clickbait: A Guide To Writing Un-Ignorable Headlines
 
How a Strong Brand Boosts B2B Demand
How a Strong Brand Boosts B2B DemandHow a Strong Brand Boosts B2B Demand
How a Strong Brand Boosts B2B Demand
 
10 Engagement Lessons Learned From 1 Million Survey Answers
10 Engagement Lessons Learned From 1 Million Survey Answers10 Engagement Lessons Learned From 1 Million Survey Answers
10 Engagement Lessons Learned From 1 Million Survey Answers
 
Prototyping is an attitude
Prototyping is an attitudePrototyping is an attitude
Prototyping is an attitude
 
Get Featured: So You Want to be on the Front Page of SlideShare?
Get Featured: So You Want to be on the Front Page of SlideShare?Get Featured: So You Want to be on the Front Page of SlideShare?
Get Featured: So You Want to be on the Front Page of SlideShare?
 
500 Demo Day Batch 19: Gluwa
500 Demo Day Batch 19: Gluwa500 Demo Day Batch 19: Gluwa
500 Demo Day Batch 19: Gluwa
 
Tips from Calvin and Hobbes on how to be a good customer
Tips from Calvin and Hobbes on how to be a good customerTips from Calvin and Hobbes on how to be a good customer
Tips from Calvin and Hobbes on how to be a good customer
 
Dispatches From The New Economy: The Five Faces Of The On-Demand Economy
Dispatches From The New Economy: The Five Faces Of The On-Demand EconomyDispatches From The New Economy: The Five Faces Of The On-Demand Economy
Dispatches From The New Economy: The Five Faces Of The On-Demand Economy
 
38 Employee Engagement Ideas Your Team Will Love
38 Employee Engagement Ideas Your Team Will Love38 Employee Engagement Ideas Your Team Will Love
38 Employee Engagement Ideas Your Team Will Love
 
Designing Teams for Emerging Challenges
Designing Teams for Emerging ChallengesDesigning Teams for Emerging Challenges
Designing Teams for Emerging Challenges
 
The Sketchnote Mini-Workshop
The Sketchnote Mini-WorkshopThe Sketchnote Mini-Workshop
The Sketchnote Mini-Workshop
 
Top Productivity Working Hacks by Jan Rezab
Top Productivity Working Hacks by Jan RezabTop Productivity Working Hacks by Jan Rezab
Top Productivity Working Hacks by Jan Rezab
 
Learn BEM: CSS Naming Convention
Learn BEM: CSS Naming ConventionLearn BEM: CSS Naming Convention
Learn BEM: CSS Naming Convention
 
10 Best Practices of a Best Company to Work For
10 Best Practices of a Best Company to Work For10 Best Practices of a Best Company to Work For
10 Best Practices of a Best Company to Work For
 
How to Land that First Customer
How to Land that First CustomerHow to Land that First Customer
How to Land that First Customer
 
Design Your Career 2018
Design Your Career 2018Design Your Career 2018
Design Your Career 2018
 
Towards Greatness
Towards GreatnessTowards Greatness
Towards Greatness
 

Similar a 10 Insightful Quotes On Designing A Better Customer Experience

What is Experience strategy?
What is Experience strategy? What is Experience strategy?
What is Experience strategy? Andrew Gregoris
 
The Difference Engine 2014 - An Insight-Driven Product Strategy Company
The Difference Engine 2014 - An Insight-Driven Product Strategy CompanyThe Difference Engine 2014 - An Insight-Driven Product Strategy Company
The Difference Engine 2014 - An Insight-Driven Product Strategy CompanyThe Difference Engine
 
What Does A Social Media Manager Do?
What Does A Social Media Manager Do?What Does A Social Media Manager Do?
What Does A Social Media Manager Do?Madison Slinker
 
Brand starter cxx 2
Brand starter cxx 2Brand starter cxx 2
Brand starter cxx 2Rally Royale
 
Brand starter cxx 2
Brand starter cxx 2Brand starter cxx 2
Brand starter cxx 2Rally Royale
 
SpencerHall Capabilities Overview
SpencerHall Capabilities OverviewSpencerHall Capabilities Overview
SpencerHall Capabilities Overviewpbranam
 
UX South West - Engaging clients meaningfully in the process of digital design
UX South West - Engaging clients meaningfully in the process of digital designUX South West - Engaging clients meaningfully in the process of digital design
UX South West - Engaging clients meaningfully in the process of digital designAlan Colville
 
Design Value And Tips For Business
Design Value And Tips For BusinessDesign Value And Tips For Business
Design Value And Tips For BusinessDUHO
 
Accelerating international growth with perfectly tuned communications| Ed Fie...
Accelerating international growth with perfectly tuned communications| Ed Fie...Accelerating international growth with perfectly tuned communications| Ed Fie...
Accelerating international growth with perfectly tuned communications| Ed Fie...Enterprise Ireland
 
Accelerating International Growth with Perectly Tuned Communications
Accelerating International Growth with Perectly Tuned CommunicationsAccelerating International Growth with Perectly Tuned Communications
Accelerating International Growth with Perectly Tuned CommunicationsEnterprise Ireland
 
Employee engagement research and best practices
Employee engagement research and best practicesEmployee engagement research and best practices
Employee engagement research and best practicesJack Morton Worldwide
 
10 Content Marketing Tips
10 Content Marketing Tips10 Content Marketing Tips
10 Content Marketing Tipslberson
 

Similar a 10 Insightful Quotes On Designing A Better Customer Experience (20)

The Difference Engine 2014
The Difference Engine 2014The Difference Engine 2014
The Difference Engine 2014
 
What is Experience strategy?
What is Experience strategy? What is Experience strategy?
What is Experience strategy?
 
The Difference Engine 2014 - An Insight-Driven Product Strategy Company
The Difference Engine 2014 - An Insight-Driven Product Strategy CompanyThe Difference Engine 2014 - An Insight-Driven Product Strategy Company
The Difference Engine 2014 - An Insight-Driven Product Strategy Company
 
AuraTalk Issue 3
AuraTalk Issue 3AuraTalk Issue 3
AuraTalk Issue 3
 
What Does A Social Media Manager Do?
What Does A Social Media Manager Do?What Does A Social Media Manager Do?
What Does A Social Media Manager Do?
 
Brand starter cxx 2
Brand starter cxx 2Brand starter cxx 2
Brand starter cxx 2
 
Brand starter cxx 2
Brand starter cxx 2Brand starter cxx 2
Brand starter cxx 2
 
6 Reasons To Meet Tnoc
6 Reasons To Meet Tnoc6 Reasons To Meet Tnoc
6 Reasons To Meet Tnoc
 
SpencerHall Capabilities Overview
SpencerHall Capabilities OverviewSpencerHall Capabilities Overview
SpencerHall Capabilities Overview
 
UX South West - Engaging clients meaningfully in the process of digital design
UX South West - Engaging clients meaningfully in the process of digital designUX South West - Engaging clients meaningfully in the process of digital design
UX South West - Engaging clients meaningfully in the process of digital design
 
Design Value And Tips For Business
Design Value And Tips For BusinessDesign Value And Tips For Business
Design Value And Tips For Business
 
Accelerating international growth with perfectly tuned communications| Ed Fie...
Accelerating international growth with perfectly tuned communications| Ed Fie...Accelerating international growth with perfectly tuned communications| Ed Fie...
Accelerating international growth with perfectly tuned communications| Ed Fie...
 
Accelerating International Growth with Perectly Tuned Communications
Accelerating International Growth with Perectly Tuned CommunicationsAccelerating International Growth with Perectly Tuned Communications
Accelerating International Growth with Perectly Tuned Communications
 
Business Evolution Support
Business Evolution SupportBusiness Evolution Support
Business Evolution Support
 
Social media marketing
Social media marketingSocial media marketing
Social media marketing
 
Employee engagement research and best practices
Employee engagement research and best practicesEmployee engagement research and best practices
Employee engagement research and best practices
 
Your Brand Assets
Your Brand AssetsYour Brand Assets
Your Brand Assets
 
10 Content Marketing Tips
10 Content Marketing Tips10 Content Marketing Tips
10 Content Marketing Tips
 
10 Content Marketing Tips
10 Content Marketing Tips10 Content Marketing Tips
10 Content Marketing Tips
 
Sukis_Portfolio2015
Sukis_Portfolio2015Sukis_Portfolio2015
Sukis_Portfolio2015
 

Más de Yuan Wang

Designing for life-changing impact: From bottled water to ending world poverty
Designing for life-changing impact: From bottled water to ending world povertyDesigning for life-changing impact: From bottled water to ending world poverty
Designing for life-changing impact: From bottled water to ending world povertyYuan Wang
 
How Digital Is Becoming A Mobile First Experience
How Digital Is Becoming A Mobile First ExperienceHow Digital Is Becoming A Mobile First Experience
How Digital Is Becoming A Mobile First ExperienceYuan Wang
 
The secret to 10,000 likes? Running a social media campaign with UX and behav...
The secret to 10,000 likes? Running a social media campaign with UX and behav...The secret to 10,000 likes? Running a social media campaign with UX and behav...
The secret to 10,000 likes? Running a social media campaign with UX and behav...Yuan Wang
 
5 Brilliant Quotes on Agile UX
5 Brilliant Quotes on Agile UX5 Brilliant Quotes on Agile UX
5 Brilliant Quotes on Agile UXYuan Wang
 
10 Habits of Successful Creative People: How to change your mind and build cr...
10 Habits of Successful Creative People: How to change your mind and build cr...10 Habits of Successful Creative People: How to change your mind and build cr...
10 Habits of Successful Creative People: How to change your mind and build cr...Yuan Wang
 
Brave New World of Responsive Design
Brave New World of Responsive DesignBrave New World of Responsive Design
Brave New World of Responsive DesignYuan Wang
 

Más de Yuan Wang (6)

Designing for life-changing impact: From bottled water to ending world poverty
Designing for life-changing impact: From bottled water to ending world povertyDesigning for life-changing impact: From bottled water to ending world poverty
Designing for life-changing impact: From bottled water to ending world poverty
 
How Digital Is Becoming A Mobile First Experience
How Digital Is Becoming A Mobile First ExperienceHow Digital Is Becoming A Mobile First Experience
How Digital Is Becoming A Mobile First Experience
 
The secret to 10,000 likes? Running a social media campaign with UX and behav...
The secret to 10,000 likes? Running a social media campaign with UX and behav...The secret to 10,000 likes? Running a social media campaign with UX and behav...
The secret to 10,000 likes? Running a social media campaign with UX and behav...
 
5 Brilliant Quotes on Agile UX
5 Brilliant Quotes on Agile UX5 Brilliant Quotes on Agile UX
5 Brilliant Quotes on Agile UX
 
10 Habits of Successful Creative People: How to change your mind and build cr...
10 Habits of Successful Creative People: How to change your mind and build cr...10 Habits of Successful Creative People: How to change your mind and build cr...
10 Habits of Successful Creative People: How to change your mind and build cr...
 
Brave New World of Responsive Design
Brave New World of Responsive DesignBrave New World of Responsive Design
Brave New World of Responsive Design
 

Último

BVI Certificate Attestation Service in UAE
BVI Certificate Attestation Service in UAEBVI Certificate Attestation Service in UAE
BVI Certificate Attestation Service in UAEAttestation On Time
 
real estate Image editing hdr, flambient
real estate Image editing hdr, flambientreal estate Image editing hdr, flambient
real estate Image editing hdr, flambientPhotography
 
Black Magic Specialist in United States Black Magic Expert in United kingdom
Black Magic Specialist in United States Black Magic Expert in United kingdomBlack Magic Specialist in United States Black Magic Expert in United kingdom
Black Magic Specialist in United States Black Magic Expert in United kingdomisrajan914
 
best digital marketing agency in texas.pdf
best digital marketing agency in texas.pdfbest digital marketing agency in texas.pdf
best digital marketing agency in texas.pdfUpinfiftyOfficial
 
Exploring The Role of Waste Management Dumpster Bags
Exploring The Role of Waste Management Dumpster BagsExploring The Role of Waste Management Dumpster Bags
Exploring The Role of Waste Management Dumpster BagsUmasreeTexplastPvtLt
 
Why Are Dumpster Rentals Crucial For Event Waste Management In Los Angeles
Why Are Dumpster Rentals Crucial For Event Waste Management In Los AngelesWhy Are Dumpster Rentals Crucial For Event Waste Management In Los Angeles
Why Are Dumpster Rentals Crucial For Event Waste Management In Los AngelesBG’s Big Box Service
 
JUAL OBAT CYTOTEC JAKARTA SELATAN 0851/7699/7099 KLINIK ABORSI ASLI DI JAKART...
JUAL OBAT CYTOTEC JAKARTA SELATAN 0851/7699/7099 KLINIK ABORSI ASLI DI JAKART...JUAL OBAT CYTOTEC JAKARTA SELATAN 0851/7699/7099 KLINIK ABORSI ASLI DI JAKART...
JUAL OBAT CYTOTEC JAKARTA SELATAN 0851/7699/7099 KLINIK ABORSI ASLI DI JAKART...ramboxxx369
 
Diploma Certificate Attestation Service in UAE
Diploma Certificate Attestation Service in UAEDiploma Certificate Attestation Service in UAE
Diploma Certificate Attestation Service in UAEAttestation On Time
 
Introduction to MEAN Stack What it is and How it Works.pptx
Introduction to MEAN Stack What it is and How it Works.pptxIntroduction to MEAN Stack What it is and How it Works.pptx
Introduction to MEAN Stack What it is and How it Works.pptxQuickwayInfoSystems3
 
Lauch Your Texas Business With Help Of The Best Digital Marketing Agency.pdf
Lauch Your Texas Business With Help Of The Best Digital Marketing Agency.pdfLauch Your Texas Business With Help Of The Best Digital Marketing Agency.pdf
Lauch Your Texas Business With Help Of The Best Digital Marketing Agency.pdfmuskangarage902
 
DRAICCHIO slide_Ergonomo_16maggio2024 slides 2.pptx
DRAICCHIO slide_Ergonomo_16maggio2024 slides 2.pptxDRAICCHIO slide_Ergonomo_16maggio2024 slides 2.pptx
DRAICCHIO slide_Ergonomo_16maggio2024 slides 2.pptxpostaSimo
 
What Expert Tree Services Does GBA Offer in Tampa Bay?.pptx
What Expert Tree Services Does GBA Offer in Tampa Bay?.pptxWhat Expert Tree Services Does GBA Offer in Tampa Bay?.pptx
What Expert Tree Services Does GBA Offer in Tampa Bay?.pptxGBA Trees Services
 
LLP Registration in India Requirements and Process
LLP Registration in India Requirements and ProcessLLP Registration in India Requirements and Process
LLP Registration in India Requirements and ProcessTaxHelp desk
 
Water Heater Installation in Kansas City.pptx
Water Heater Installation in Kansas City.pptxWater Heater Installation in Kansas City.pptx
Water Heater Installation in Kansas City.pptxJohn The Plumber
 
Asli Amil Baba In Pakistan amil baba in Lahore amil baba in Islamabad amil ba...
Asli Amil Baba In Pakistan amil baba in Lahore amil baba in Islamabad amil ba...Asli Amil Baba In Pakistan amil baba in Lahore amil baba in Islamabad amil ba...
Asli Amil Baba In Pakistan amil baba in Lahore amil baba in Islamabad amil ba...amilabibi1
 

Último (20)

BVI Certificate Attestation Service in UAE
BVI Certificate Attestation Service in UAEBVI Certificate Attestation Service in UAE
BVI Certificate Attestation Service in UAE
 
real estate Image editing hdr, flambient
real estate Image editing hdr, flambientreal estate Image editing hdr, flambient
real estate Image editing hdr, flambient
 
Black Magic Specialist in United States Black Magic Expert in United kingdom
Black Magic Specialist in United States Black Magic Expert in United kingdomBlack Magic Specialist in United States Black Magic Expert in United kingdom
Black Magic Specialist in United States Black Magic Expert in United kingdom
 
A Thought Leader in the Technology.pptx
A Thought Leader in the  Technology.pptxA Thought Leader in the  Technology.pptx
A Thought Leader in the Technology.pptx
 
best digital marketing agency in texas.pdf
best digital marketing agency in texas.pdfbest digital marketing agency in texas.pdf
best digital marketing agency in texas.pdf
 
Rainwater Harvesting System .
Rainwater Harvesting System                        .Rainwater Harvesting System                        .
Rainwater Harvesting System .
 
Homeopathy Treatment for Allergies A Natural Approach to Relief.pptx
Homeopathy Treatment for Allergies A Natural Approach to Relief.pptxHomeopathy Treatment for Allergies A Natural Approach to Relief.pptx
Homeopathy Treatment for Allergies A Natural Approach to Relief.pptx
 
Exploring The Role of Waste Management Dumpster Bags
Exploring The Role of Waste Management Dumpster BagsExploring The Role of Waste Management Dumpster Bags
Exploring The Role of Waste Management Dumpster Bags
 
Why Are Dumpster Rentals Crucial For Event Waste Management In Los Angeles
Why Are Dumpster Rentals Crucial For Event Waste Management In Los AngelesWhy Are Dumpster Rentals Crucial For Event Waste Management In Los Angeles
Why Are Dumpster Rentals Crucial For Event Waste Management In Los Angeles
 
JUAL OBAT CYTOTEC JAKARTA SELATAN 0851/7699/7099 KLINIK ABORSI ASLI DI JAKART...
JUAL OBAT CYTOTEC JAKARTA SELATAN 0851/7699/7099 KLINIK ABORSI ASLI DI JAKART...JUAL OBAT CYTOTEC JAKARTA SELATAN 0851/7699/7099 KLINIK ABORSI ASLI DI JAKART...
JUAL OBAT CYTOTEC JAKARTA SELATAN 0851/7699/7099 KLINIK ABORSI ASLI DI JAKART...
 
Diploma Certificate Attestation Service in UAE
Diploma Certificate Attestation Service in UAEDiploma Certificate Attestation Service in UAE
Diploma Certificate Attestation Service in UAE
 
Introduction to MEAN Stack What it is and How it Works.pptx
Introduction to MEAN Stack What it is and How it Works.pptxIntroduction to MEAN Stack What it is and How it Works.pptx
Introduction to MEAN Stack What it is and How it Works.pptx
 
Lauch Your Texas Business With Help Of The Best Digital Marketing Agency.pdf
Lauch Your Texas Business With Help Of The Best Digital Marketing Agency.pdfLauch Your Texas Business With Help Of The Best Digital Marketing Agency.pdf
Lauch Your Texas Business With Help Of The Best Digital Marketing Agency.pdf
 
NevaClad Refresh_Tellerline Slide Deck2.pdf
NevaClad Refresh_Tellerline Slide Deck2.pdfNevaClad Refresh_Tellerline Slide Deck2.pdf
NevaClad Refresh_Tellerline Slide Deck2.pdf
 
DRAICCHIO slide_Ergonomo_16maggio2024 slides 2.pptx
DRAICCHIO slide_Ergonomo_16maggio2024 slides 2.pptxDRAICCHIO slide_Ergonomo_16maggio2024 slides 2.pptx
DRAICCHIO slide_Ergonomo_16maggio2024 slides 2.pptx
 
NevaClad Refresh_Tellerline Slide Deck.pdf
NevaClad Refresh_Tellerline Slide Deck.pdfNevaClad Refresh_Tellerline Slide Deck.pdf
NevaClad Refresh_Tellerline Slide Deck.pdf
 
What Expert Tree Services Does GBA Offer in Tampa Bay?.pptx
What Expert Tree Services Does GBA Offer in Tampa Bay?.pptxWhat Expert Tree Services Does GBA Offer in Tampa Bay?.pptx
What Expert Tree Services Does GBA Offer in Tampa Bay?.pptx
 
LLP Registration in India Requirements and Process
LLP Registration in India Requirements and ProcessLLP Registration in India Requirements and Process
LLP Registration in India Requirements and Process
 
Water Heater Installation in Kansas City.pptx
Water Heater Installation in Kansas City.pptxWater Heater Installation in Kansas City.pptx
Water Heater Installation in Kansas City.pptx
 
Asli Amil Baba In Pakistan amil baba in Lahore amil baba in Islamabad amil ba...
Asli Amil Baba In Pakistan amil baba in Lahore amil baba in Islamabad amil ba...Asli Amil Baba In Pakistan amil baba in Lahore amil baba in Islamabad amil ba...
Asli Amil Baba In Pakistan amil baba in Lahore amil baba in Islamabad amil ba...
 

10 Insightful Quotes On Designing A Better Customer Experience

  • 2. None of us is as smart as all of us. Keeping your ideas to yourself is detrimental. Diversity of people equals diversity of ideas. Denise Jacobs
  • 3. Creativity... thrives on diversity, tension, sharing and collaboration. Stefan Klocek, “Better Together”
  • 4. A client-agency relationship is symbiotic. Work alongside your appointed agency so that they play a vital role in your vision and help you achieve your company or organisational objectives and KPIs. There is no such thing as a stupid idea! Discuss all possibilities to achieve the best outcome. Invest in discovery workshops and stakeholder meetings with your suppliers and staff so that all parties learn about your culture, listen to ideas and collaborate as one team. 1. Create together
  • 6. Google Self-Driving Car Project https://www.google.com/selfdrivingcar/where/
  • 7. Improve your website content by instilling an engaging tone of voice. Avoid writing long, dry content full of technical jargons. Make digital interactions fun by introducing subtle animations or transitions that fit the brand’s personality. Rewrite robotic system messages and help instructions to be clear, precise, friendly and perhaps even with a dose of appropriate humour. 2. Design for emotional engagement
  • 8. Design for context not devices. Derek Featherstone
  • 9. Display a phone number during office hours, and a contact form after hours. Reprioritise information about an event, such as logistics, schedule and photos based on whether it is leading up to the event (logistics), during the event (schedule) or after the event (photos). Present different help information about getting to one place, from car rentals to walking instructions, depending on how far the user is located away from the destination. 3. Design for context (time, location, proximity, device, state of mind, capabilities, activity & interests)
  • 10. A form can be long if it matches participant expectations. Louise Bassett & Jessica Enders
  • 11. Investigate whether the type of language used in a form matches user needs, whether form length matches expectations and whether the form is understandable to all target audiences. Implement the WCAG guide for accessibility to make sure all users can complete a form regardless of any disability. Empower research participants to feel valued and important to the user research process to drive accurate results. 4. Research user expectations
  • 12. Innovate like a UX researcher. Dan Szuc
  • 13. Just because something has been done the same way for 10 years doesn’t mean it’s the best way to do it. Constantly challenge the status quote in every part of your current customer experience to find new possibilities. Observe your customer behaviour and detect small details in the activities of your customers, suppliers and partners that suggest new ways of doing things. Triggered by questioning, observing, networking and experimenting, you can draw connections between questions, problems or ideas from unrelated fields, which form the catalyst for creativity. Draw conclusions from connecting customer problems with insights, and as a result, create new customer experience design solutions. Get to know a diverse range of your customers, not just your pre-determined target market, to gain radically different perspectives from individuals in order to find new opportunities to innovate. Networking Associational Thinking Questioning ExperimentingObserving Constantly try out new experiences, take things apart and test new ideas. Failing fast and failing often will result in faster innovation and the ability to find a better solution quicker. 5 traits of a successful innovator
  • 14. Don’t be afraid to ask people what they are doing. Chris O’Brien
  • 15. Conduct in-depth interviews with customers to find out where their pain points lie. Spend time observing your customers in the real world. Analyse and implement the findings, ensuring you build brand rapport with your customers. 6. Consult directly with customers
  • 16. Design for MAGIC. Make magic moments. Laura Naylor, Cliff Curry & Will Bates
  • 17. Start with a classic story arc Make the product the hero Keep your shoot in mind Be inventive but keep it simple
  • 18. Communicate the who, what, where, when and most importantly WHY of your brand using the important methods of storytelling and meaningful UX design. Communicate your vision to your audience using powerful triggers. Use emotionally engaging icons, images, video and animation to communicate with your audience. 7. Harness storytelling techniques
  • 19. Answer human needs in a brand-proprietary way. Andrew Wight
  • 20. Articulate your brand story via identifying your brand archetype and purpose. Define your brand’s role in your customer’s story, where your customer is the hero, you are the mentor and your product or service is the gift. Translate the story into customer touchpoints. 8. Align the experience to your brand
  • 21. Brand Archetpyes - http://www.inspectorinsight.com/emotion/making-your-brand-emotional-human-goals-and-buyer-behaviour/
  • 22. Making sure you’re measuring the right metrics is important. Andrea Browne & Gillian Vogl
  • 23. Understand the goals of your organisation prior to the development of an app or website. Help your company or organisation understand and set up reasonable metrics, understanding context and environment of line of enquiry. Implement solutions based on meaningful findings and then measure the outcomes. 9. Define your goals and metrics
  • 24. Building trust with your customers leads to brand loyalty. Wesley Rodricks & Yuan Wang https://thankyou.co
  • 25. 10. Build trust with persuasive design What is an effective cue for your customers to take action without being annoying? Increasing the frequency of this cue may increase a desired behaviour if it’s relevant to their needs. Triggers Is it easy for your customers to take the desired action? Are they limited by time, money or effort? Making this simple for them may induce more actions. Simplicity What is motivating your customers? What pain points are you solving for them? It is often easy for businesses to assume their customers’ motivations without truly understanding their problems, hopes and fears. Motivation How are you rewarding your customers after they’ve taken the desired action? Is the reward worth the effort and will they do it again? Building the right rewards will set the scene for repeat customers. Rewards