Customer experience: The natural ally for UX in business

From cUStomER To CusTOMer Peter Bogaards ~ 19 april 2012 Informaat experience design 1woensdag 25 april 2012 ()

2woensdag 25 april 2012 ()

Disclaimer 4woensdag 25 april 2012 ()

A revolution is upon us 5woensdag 25 april 2012 ()

Niclas Koppernigk (1473-1543) 9woensdag 25 april 2012 ()

"Youve got to start with the customer experience and work backwards to the technology." Steve Jobs 17woensdag 25 april 2012 ()

The Jobsian Revolution 18woensdag 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 ()

"(...) 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-users 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 ()

Responsibilities UX strategist • 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. 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 ()

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 ()

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 ()

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Customer experience: The natural ally for UX in business

by Peter Bogaards

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