Digital summit denver   creating customer experience design
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Digital summit denver creating customer experience design

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These are the slides from my presentation at Digital Summit in Denver 2014. I presented on User Experience and Marketing as they combine for creating "Customer Experience Design."

These are the slides from my presentation at Digital Summit in Denver 2014. I presented on User Experience and Marketing as they combine for creating "Customer Experience Design."

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Digital summit denver   creating customer experience design Digital summit denver creating customer experience design Presentation Transcript

  • Creating Customer Experience Design @codyl // modeeffect.com // #dsd14
  • Cody Landefeld Managing Director at Mode Effect ! 12+ YEARS IN DESIGN/WEB @codyl // modeeffect.com // #dsd14
  • User Experience is not just for design. It’s for customers. @codyl // modeeffect.com // #dsd14
  • 5 Benchmarks for effective Customer Experience Design @codyl // modeeffect.com // #dsd14
  • 1. Consistency User-friendly interfaces with style and appearance. Define a set of standards for product and service “consistency.” @codyl // modeeffect.com // #dsd14
  • Challenges • Responsive / Adaptive Design (Defining the right approach depending on data/content)
 • Following aesthetic trends (flat design marks challenges on conversion elements) @codyl // modeeffect.com // #dsd14
  • 2. Observation Frame the experience design in context with of your customers’ actual goals. Asking what they want isn’t always helpful. @codyl // modeeffect.com // #dsd14
  • Challenges • Scope is too small for actual/effective testing.
 • Client is unwilling to trust us to provide the
 right approach. @codyl // modeeffect.com // #dsd14
  • 3. Storytelling Create better imageries, emotions, and understanding through sharing of stories with your customer communities. @codyl // modeeffect.com // #dsd14
  • Challenges • Relating user experience guidance with stories.
 • Content. NEED more content! @codyl // modeeffect.com // #dsd14
  • 3. Expectation Effect Expectations affect perceptions and behavior. Expectation management should be a key component of the design process. @codyl // modeeffect.com // #dsd14
  • Challenges • Developing clearer goals for users.
 • Spending more time to create more guided
 paths in the User Experience process. @codyl // modeeffect.com // #dsd14
  • 4. Exposure Effect Find the best stimuli to repeatedly present. The strongest types of stimuli to consider are photos and meaningful phrases. @codyl // modeeffect.com // #dsd14
  • Challenges • Defining the scope and content your customer needs.
 • AGAIN! Content. NEED more content! @codyl // modeeffect.com // #dsd14
  • 5. Hick’s Law The time required for a customer to make a decision is a direct function of the number of available choices. @codyl // modeeffect.com // #dsd14
  • What did we learn?
 1. 5 Benchmarks for Customer Experience 
 Design. 2. Challenges we face when working with 
 clients. 3. User Experience is essential to 
 conversion. ! @codyl // modeeffect.com // #dsd14
  • What are we missing? @codyl // modeeffect.com // #dsd14
  • A few resources…
 • Why User Experience Cannot Be Designed
 • Empathy Requires Experience @codyl // modeeffect.com // #dsd14
  • Thanks. ! Visit modeeffect.com for articles and good UX stuff. @codyl // modeeffect.com // #dsd14