User Experience - it's not all about the user

•

22 likes•3,776 views

Seminar at Creuna together with my colleague Ali Ivmark. We talk about how user experience has evolved during the last couple of years and how it now needs to be a part of your strategy and a differentiation towards your competition.

Business Design

Engagement
Plan UX IT’S NOT ALL
ABOUT THE USER
Brought to you by Liljedal & Ivmark

H i! I’m
Engagement
@anders lilje dal

Plan

UX
Engagement
IT’S NOT ALL
Plan
ABOUT THE
USER

BUILDING FLUID
CUSTOMER
Engagement
EXPERIENCES THEY
CAN EMBRACE,
Plan
INFLUENCE AND
RECOMMEND
© Creuna 2011 6

AND DEVELOPING
Engagement
PROGRESSIVE AND
RESPONSIVE
Plan
BUSINESS PLANS

© Creuna 2011 7

CX
Engagement
IT IS IN FACT THE BASIS
FOR BUILDING YOUR
Plan IN A MORE
BUSINESS
RELEVANT, RESPONSIVE
AND COMPETITIVE WAY

EVOLVING THE
CUSTOMER
Engagement
EXPERIENCE IS
Plan
FUNDAMENTAL
TO BUSINESS
DEVELOPMENT

ENGAGEMENT PLAN

Engagement
Plan
AWARENESS ADOPTION ADVOCACY LOYALTY

© Creuna 2011 15

ENGAGEMENT PLAN

Engagement
Plan
AWARENESS ADOPTION ADVOCACY LOYALTY

© Creuna 2011 16

Engagement
ADOPTION
Plan

© Creuna 2011 17

M ak e
easy a it
compe nd
lling
ADOPTION to a d o
pt!

DEVELOP IN A
Engagement
MANNER THAT IS
Plan
RELEVANT AND
ACCESSIBLE

© Creuna 2011 18

M ak e
easy t it
spread o
the
ADVOCACY word!

INTEGRATE KEY
Engagement
MARKETING
Plan
OPPORTUNITIES
INTO THE PRODUCT

© Creuna 2011 19

Give
them
somet
hing
to rav
LOYALTY about e
!

BUILD IN CUSTOMER
Engagement
INCENTIVES, DEALS
Plan
AND REWARDS

© Creuna 2011 20

Praise
them
y o u w lik e
want pould
AWARENESS r
in retu aise
rn!

USE YOUR EXISTING
Engagement
CUSTOMERS TO
Plan NEW ONES
RECRUIT

© Creuna 2011 21

BAKE IT IN! SYNCHRONIZE YOUR
ACTIVITIES WITH YOUR SERVICES

Engagement
Plan
AWARENESS ADOPTION ADVOCACY LOYALTY

© Creuna 2011 22

LISTEN TO YOUR CUSTOMERS,
THEY’RE YOUR GREATEST ASSET

Engagement
Plan
AWARENESS ADOPTION ADVOCACY LOYALTY

© Creuna 2011 23

TRACK, MONITOR
Engagement
AND MEASURE
Plan THE WAY...
ALONG

© Creuna 2011 24

TO INCREASE
Engagement
CUSTOMER AND
Plan
BUSINESS VALUE

© Creuna 2011 25

Engagement IN
IT’S ALL GOOD
Plan
THEORY!

AMAZON

Engagement
Plan
AWARENESS ADOPTION ADVOCACY LOYALTY

© Creuna 2011 27

NETFLIX

Engagement
Get people
talking
Be everywhere Has everything

Plan
AWARENESS ADOPTION ADVOCACY LOYALTY

Recommendations Experience Be nice...

© Creuna 2011 33

DROPBOX vs YOUR CONSCIENCE

Engagement
Plan

DROPBOX

Engagement
Don’t pay for it Magic
Recruit

Plan
AWARENESS ADOPTION ADVOCACY LOYALTY

Sharing Listen

© Creuna 2011 35

BANK SIMPLE vs CORP BANKING

Engagement
Plan

BANK SIMPLE

Engagement Spread No bank-terms

Plan
AWARENESS ADOPTION ADVOCACY LOYALTY

Real people,
Mobile first Look good quick answers

© Creuna 2011 37

SUMMARY

Engagement
Plan
AWARENESS ADOPTION ADVOCACY LOYALTY

© Creuna 2011 38

Engagement
INVOLVING YOUR CUSTOMER
IS ALWAYS SMART, DESIGNING
Plan
YOUR SERVICES FOR THEM –
VITAL

KEY TAKE-AWAYS
Engagement
ENGAGE YOUR CUSTOMERS

Plan
CHALLENGE THE NORM

BE PREPARED TO LEARN
AS YOU GROW

Thanks!
anders.liljedal@creuna.se
ali.ivmark@creuna.se

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User Experience - it's not all about the user

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