Relationships for the Customer Experience Age: Fidelity Investments Lessons from the Field

Relationships for the Customer Experience Age: Lessons From the Field Suzanne Hamill - VP, Interactive Design Chris Whitlock - Executive Creative Director Peyton Lindley - Executive Director, Experience Design. @telegrammatic #eﬀectiveui @eﬀectiveuiMonday, October 31, 2011

What We’re Working On (And Why)Monday, October 31, 2011

Why Are We Here?Monday, October 31, 2011

On Client-Agency Relationships:Monday, October 31, 2011

On Client-Agency Relationships: Client -Monday, October 31, 2011

relationship (n.) the way in which two or more people or organizations regard and behave toward each otherMonday, October 31, 2011

IS IT LIKE THIS? “Well Established Brand Seeks Hot Agency.”Monday, October 31, 2011

OR LIKE THIS? “Can’t We All Just Get Along?”Monday, October 31, 2011

What’s The Cost of a Bad Relationship?Monday, October 31, 2011

Monday, October 31, 2011

“Help! My client is texting me!”Monday, October 31, 2011

Ask: “How are we working?” in addition to... “What are we working on?”Monday, October 31, 2011

The “agency” model is changing.Monday, October 31, 2011

Not too long ago...Monday, October 31, 2011

So Where Is The Model Headed?Monday, October 31, 2011

EXTERNAL: NEW MODELS “One-Way Communication” CLIENT AGENCY CUSTOMERMonday, October 31, 2011

EXTERNAL: NEW MODELS CLIENT “Communication & Interpretation” CUSTOMER AGENCYMonday, October 31, 2011

INTERNAL: BRINGING PEOPLE ALONG FOR THE RIDE MYSTERIOUS AND WONDERFUL “BLACK BOX” THINGS HAPPEN HERE APPROACH CUSTOMER RESULTS INSIGHT & [ANALYSIS & FINDINGS SYNTHESIS]Monday, October 31, 2011

INTERNAL: BRINGING PEOPLE ALONG FOR THE RIDE MYSTERIOUS AND WONDERFUL “BLACK BOX” THINGS HAPPEN HERE APPROACH CUSTOMER RESULTS INSIGHT & [ANALYSIS & FINDINGS SYNTHESIS] CO-CREATED APPROACH CUSTOMER RESULTS INSIGHT & FINDINGS Customer Needs Workshop #1 Workshop #2 FrameworkMonday, October 31, 2011

So how do you change the conversation?Monday, October 31, 2011

Revolution (n.) -- a dramatic and wide-reaching change in the way something works or is organized or in peoples ideas about itMonday, October 31, 2011

THIS KIND OF REVOLUTION?Monday, October 31, 2011

OR THIS KIND?Monday, October 31, 2011

frameworks for dialogMonday, October 31, 2011

frameworks for dialog “helps me be strategic” “helps me make decisions” “helps me plug & chug”Monday, October 31, 2011

so what have we learned?Monday, October 31, 2011

space matters.Monday, October 31, 2011

facilitate, don’t dictate.Monday, October 31, 2011

co-creation and collaboration: “one team”Monday, October 31, 2011

leading by doing.Monday, October 31, 2011

have the right people [participating].Monday, October 31, 2011

don’t wait for a meeting.Monday, October 31, 2011

how can we make this sustainable?Monday, October 31, 2011

DESIGN FOR CUSTOMER EXPERIENCE IS SHIFTING VISUAL DESIGNMonday, October 31, 2011

DESIGN FOR CUSTOMER EXPERIENCE IS SHIFTING PROBLEM DEFINITION VISUAL DESIGNMonday, October 31, 2011

DESIGN FOR CUSTOMER EXPERIENCE IS SHIFTING DESIGN FACILITATION PROBLEM DEFINITION VISUAL DESIGNMonday, October 31, 2011

thank you. questions?Monday, October 31, 2011

Relationships for the Customer Experience Age: Fidelity Investments Lessons from the Field

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Relationships for the Customer Experience Age: Fidelity Investments Lessons from the Field Presentation Transcript