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Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
Customers are your best partners for delivering a better experience
 - UXLx 2013
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Customers are your best partners for delivering a better experience
 - UXLx 2013

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Lightning Talk presented at UX Lisbon 2013. …

Lightning Talk presented at UX Lisbon 2013.
Based on the latest work we did for several museums, we will show you how to obtain effective feedback from users as well as improve the customer experience by facilitating and mapping responses while considering the many touchpoints of your brand’s ecosystem.

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  • 1. Relax In The AirUXLx 2013 - LisbonMC CASALGive’em a voice!Customers are your bestpartners for deliveringa better experienceCopyright© MAH Genève http://www.flickr.com/photos/mahgeneve/8249991330
  • 2. The slasher effect
  • 3. Copyright© Relax in The Airfeedback on experience
  • 4. This is how your customers perceive theirinteraction with your business.____________________Customer Experience
  • 5. HOW YOU SEE ME
  • 6. you wish...
  • 7. CONTEXTCopyright© Relax in The Air
  • 8. Relax In The AirUXLx - May 2013Copyright© 2013 Relax In The Airinside-outcontextMUSEUMS
  • 9. Relax In The AirUXLx - May 2013Copyright© 2013 Relax In The AirempowermentcustomerscontextMUSEUMEXPERIENCEEXPERIENCEwebsitetoolsservicespoint of salesocial SHARElikescommentswOMOPPORTUNITIESOPPORTUNITIES
  • 10. Copyright© lajeunessenicoise.comalign people
  • 11. Image copyright© undiesboyssoccer.blogspot.comChangeHolistic perspectiveCustomer oriented change processHuman infrastructure & organizationDefinition of roles & responsibilities
  • 12. Relax In The Airalign peopleorganization chartUXLx - May 2013Copyright© 2013 Relax In The Air
  • 13. Relax In The Airalign peopleorganization chartagile structureUXLx - May 2013Copyright© 2013 Relax In The Air
  • 14. Relax In The Air• adapt and improve rolesand responsibilities• BE collaborative,conversational andempowered• Spread knowledge andawareness across theorganizationalign peopleorganization chartagile structureUXLx - May 2013Copyright© 2013 Relax In The Air
  • 15. Copyright© Relax in The AirProcess
  • 16. @FacebookLinkedinFlickrYoutubeInstagramFoursquareTwitterGoogle+Museum 1Museum 2Museum 3Museum 4LibraryRelax In The AirUXLx - May 2013Copyright© 2013 Relax In The AirABprocessmap the ecosystem
  • 17. Relax In The AirUXLx - May 2013Copyright© 2013 Relax In The Air@business on siteprocessmap the ecosystemMUSEUMS
  • 18. Relax In The AirUXLx - May 2013Copyright© 2013 Relax In The AirprocessENVIRONMENThumaninstitutiontouchpoint categoryPlaces (museum)TouchpointsprocessesPeopleEmployeespartnersprocessesInstitutionPoliciescorporatesocial
  • 19. processCopyright© Relax in The Aircollect feedback1. Identify user’s input2. Give feedback3. Define customer4. Prioritize5. Classify under right topic
  • 20. humanRelax In The AirUXLx - May 2013Copyright© 2013 Relax In The AirprocessanalyzeBuying products (museum)Lack of information (telephone)Community management (online)Obnoxious employees (museum)
  • 21. Image copyright© showcase.caAnalyzeRecurrencePatternsCustomer influencePriorityDifficulty level
  • 22. Relax In The AirUXLx - May 2013Copyright© 2013 Relax In The Airprocesspriority and roadmapObnoxious employees (museum)Priority 1Priority 2Priority 3
  • 23. Relax In The AirUXLx - May 2013Copyright© 2013 Relax In The Air@business on sitebuild & measure & LearnprocessMUSEUMS
  • 24. Relax In The AirUXLx - May 2013Copyright© 2013 Relax In The Airprocessengage customers
  • 25. Relax In The AirUXLx - May 2013Copyright© 2013 Relax In The Airbusinessprocessengage customersMUSEUMS
  • 26. tips on customer development interviewsone person at a timeseparate feedback and behavioraccept things you don’t want to hearpoliteness is not an optionavoid the yes/no questionslisten, don’t talk
  • 27. Relax In The AirUXLx - May 2013Copyright© 2013 Relax In The AirprocessdeliverbusinessdeliverMUSEUMS
  • 28. Relax In The AirUXLx - May 2013Copyright© 2013 Relax In The Airprocessmoderate
  • 29. LEARN
  • 30. Copyright© Relax in The Airthis is not the endCopyright© AMC - The Walking Dead
  • 31. Image copyright© stockproject1.deviantart.comConsiderations on toolsBudgetSize of businessHuman resourcesKnowledgeCompany culture
  • 32. Life is hard, it’s harder if you’re stupid.____________________John Wayne
  • 33. The happiness we bring to our customersgives our work all its value.Thank youEnjoy Lisbonrelaxintheair.com@mccasal@relaxintheairYou’ll also find happy stuff on Linkedin, Vimeo, Facebook et Slideshare

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