Spare   clive grinyer
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Spare clive grinyer

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Spare   clive grinyer Spare clive grinyer Presentation Transcript

  • Designing ExperienceLightning UX 5 April 2011 Clive Grinyer Director of Customer Experience, IBSG Innovations 1 6 April 2006
  • technology stuff
  • technology stuff
  • technology stuff
  • people 5
  • storiesmission… 6
  • experiencing the experience7
  • experience the experience 8
  • experience the experience 9
  • experience the experience 10
  • experience the experience 11
  • experience the experience 12
  • experience the experience 13
  • experience design Research to purchase, first use and customer service, each point can deliver customer delight or dissatisfaction !"##$%&( )#%&%&( *$%&( +,#-%&( ./01%&( Research, Purchase or Set up, Increase use, Customer trial, compare subscribe to Speed of up-sell, tell retention, and decide products and Adoption, friends repeat services Use business•  Brand •  Point-of- •  Design •  Billing •  Loyalty•  Advertising purchase •  Packaging •  Service Programs•  Feature/Price •  Web Store •  Out of Box •  Upgrade •  Personalize•  Friends •  Delivery •  User manual •  Web/ Mobile •  Web/Mobile•  Availability •  Install •  Help Desk •  CSR Source: Cisco IBSG, 2009 14
  • experience design 15
  • experience design :7)$>8=,3)A$B8C)$ $()*+,)$-$./+00*$ 12*#),+34$ 5D,8E+34F$.#2A+349$ $56788*+349$ !"#$$ !"#$%$ .#8,A$G0)C)3#*$ !"#$%&"(")*+(% ,-../(0$1%&"2*% &"33+$1+% ,+4$1 % !"#$&$ .)+?+34$:7)$:,)2*=,)$ 6200$:8$!;<)3#=,)$ 5@*+349$ 5>8+3+349$ 16
  • experience design 17
  • visualising early 18
  • design elementsemotion… 19
  • the futureDesign it… 20
  • the futureDialogue…!  with the future… 21
  • strategy decisions design experiences people22
  • thanks cgrinyer@cisco.com www.clivegrinyer.com23