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

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

  1. 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. 2. The slasher effect
  3. 3. Copyright© Relax in The Airfeedback on experience
  4. 4. This is how your customers perceive theirinteraction with your business.____________________Customer Experience
  5. 5. HOW YOU SEE ME
  6. 6. you wish...
  7. 7. CONTEXTCopyright© Relax in The Air
  8. 8. Relax In The AirUXLx - May 2013Copyright© 2013 Relax In The Airinside-outcontextMUSEUMS
  9. 9. Relax In The AirUXLx - May 2013Copyright© 2013 Relax In The AirempowermentcustomerscontextMUSEUMEXPERIENCEEXPERIENCEwebsitetoolsservicespoint of salesocial SHARElikescommentswOMOPPORTUNITIESOPPORTUNITIES
  10. 10. Copyright© lajeunessenicoise.comalign people
  11. 11. Image copyright© undiesboyssoccer.blogspot.comChangeHolistic perspectiveCustomer oriented change processHuman infrastructure & organizationDefinition of roles & responsibilities
  12. 12. Relax In The Airalign peopleorganization chartUXLx - May 2013Copyright© 2013 Relax In The Air
  13. 13. Relax In The Airalign peopleorganization chartagile structureUXLx - May 2013Copyright© 2013 Relax In The Air
  14. 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. 15. Copyright© Relax in The AirProcess
  16. 16. @FacebookLinkedinFlickrYoutubeInstagramFoursquareTwitterGoogle+Museum 1Museum 2Museum 3Museum 4LibraryRelax In The AirUXLx - May 2013Copyright© 2013 Relax In The AirABprocessmap the ecosystem
  17. 17. Relax In The AirUXLx - May 2013Copyright© 2013 Relax In The Air@business on siteprocessmap the ecosystemMUSEUMS
  18. 18. Relax In The AirUXLx - May 2013Copyright© 2013 Relax In The AirprocessENVIRONMENThumaninstitutiontouchpoint categoryPlaces (museum)TouchpointsprocessesPeopleEmployeespartnersprocessesInstitutionPoliciescorporatesocial
  19. 19. processCopyright© Relax in The Aircollect feedback1. Identify user’s input2. Give feedback3. Define customer4. Prioritize5. Classify under right topic
  20. 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. 21. Image copyright© showcase.caAnalyzeRecurrencePatternsCustomer influencePriorityDifficulty level
  22. 22. Relax In The AirUXLx - May 2013Copyright© 2013 Relax In The Airprocesspriority and roadmapObnoxious employees (museum)Priority 1Priority 2Priority 3
  23. 23. Relax In The AirUXLx - May 2013Copyright© 2013 Relax In The Air@business on sitebuild & measure & LearnprocessMUSEUMS
  24. 24. Relax In The AirUXLx - May 2013Copyright© 2013 Relax In The Airprocessengage customers
  25. 25. Relax In The AirUXLx - May 2013Copyright© 2013 Relax In The Airbusinessprocessengage customersMUSEUMS
  26. 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. 27. Relax In The AirUXLx - May 2013Copyright© 2013 Relax In The AirprocessdeliverbusinessdeliverMUSEUMS
  28. 28. Relax In The AirUXLx - May 2013Copyright© 2013 Relax In The Airprocessmoderate
  29. 29. LEARN
  30. 30. Copyright© Relax in The Airthis is not the endCopyright© AMC - The Walking Dead
  31. 31. Image copyright© stockproject1.deviantart.comConsiderations on toolsBudgetSize of businessHuman resourcesKnowledgeCompany culture
  32. 32. Life is hard, it’s harder if you’re stupid.____________________John Wayne
  33. 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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