Presented at Forrester's Customer Experience Forum West / Outside In 2012 by Sven Folleras, managing director of information technology at FedEx Services, and Rebecca Flavin, CEO of EffectiveUI.
“Our web app is done!” – Famous last words and possibly a sign of a bad user experience. What if your application was never actually done? FedEx Office takes exactly that approach – its web-to-print solution, Print Online, constantly evolves based on close attention to customer feedback and ongoing iteration. This session explores how FedEx is building the industry’s most intuitive web-to-print solution using an outside-in approach.
This session will answer the following questions:
• How do you incorporate customer feedback to also meet business goals?
• What kind of commitment is required to conduct ongoing usability testing?
• How can companies identify new products by listening to customer feedback?