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 Peyton Lindley - Executive Director, Experience Design. @telegrammatic #eﬀectiveui @eﬀectiveuiFriday, October 28, 2011

What We’re Working On (And Why)Friday, October 28, 2011

Why Are We Here?Friday, October 28, 2011

On Client-Agency Relationships:Friday, October 28, 2011

On Client-Agency Relationships: Client -Friday, October 28, 2011

relationship (n.) the way in which two or more people or organizations regard and behave toward each otherFriday, October 28, 2011

IS IT LIKE THIS? “Well Established Brand Seeks Hot Agency.”Friday, October 28, 2011

OR LIKE THIS? “Can’t We All Just Get Along?”Friday, October 28, 2011

What’s The Cost of a Bad Relationship?Friday, October 28, 2011

Friday, October 28, 2011

Ask: “How are we working?” in addition to... “What are we working on?”Friday, October 28, 2011

“Help! My client is texting me!”Friday, October 28, 2011

The “agency” model is changing.Friday, October 28, 2011

Not too long ago...Friday, October 28, 2011

So Where Is The Model Headed?Friday, October 28, 2011

EXTERNAL: NEW MODELS “One-Way Communication” CLIENT AGENCY CUSTOMERFriday, October 28, 2011

EXTERNAL: NEW MODELSFriday, October 28, 2011

EXTERNAL: NEW MODELS CLIENT “Communication & Interpretation” CUSTOMER AGENCYFriday, October 28, 2011

INTERNAL: BRINGING PEOPLE ALONG FOR THE RIDE MYSTERIOUS AND WONDERFUL “BLACK BOX” THINGS HAPPEN HERE APPROACH CUSTOMER RESULTS INSIGHT & [ANALYSIS & FINDINGS SYNTHESIS]Friday, October 28, 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 FrameworkFriday, October 28, 2011

So how do you change the conversation?Friday, October 28, 2011

Revolution (n.) -- a dramatic and wide-reaching change in the way something works or is organized or in peoples ideas about itFriday, October 28, 2011

THIS KIND OF REVOLUTION?Friday, October 28, 2011

OR THIS KIND?Friday, October 28, 2011

so what have we learned?Friday, October 28, 2011

space matters.Friday, October 28, 2011

facilitate, don’t dictate.Friday, October 28, 2011

co-creation and collaboration: “one team”Friday, October 28, 2011

don’t wait for a meetingFriday, October 28, 2011

leading by doingFriday, October 28, 2011

have the right people [participating]Friday, October 28, 2011

how can we make this sustainable?Friday, October 28, 2011

DESIGN FOR CUSTOMER EXPERIENCE IS SHIFTING VISUAL DESIGNFriday, October 28, 2011

DESIGN FOR CUSTOMER EXPERIENCE IS SHIFTING PROBLEM DEFINITION VISUAL DESIGNFriday, October 28, 2011

DESIGN FOR CUSTOMER EXPERIENCE IS SHIFTING DESIGN FACILITATION PROBLEM DEFINITION VISUAL DESIGNFriday, October 28, 2011

frameworks for dialogFriday, October 28, 2011

frameworks for dialog “helps me be strategic” “helps me make decisions” “helps me plug & chug”Friday, October 28, 2011

thank you. questions?Friday, October 28, 2011

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

by EffectiveUI on Oct 28, 2011

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