Envisioning holistic experiences1. Your travel here… Forget about the current experience Ignore how airline ticketing works2. Imagine you own a new airline Think about your customer’s journey Think about possible touchpoints3. Spend 5 minutes Ideate a better experience Note the highlights
IA Summit JourneyAwarenessInterest Formal/Informal gatheringsApproval SocialRegistering GoodbyesFinding Sessions DepartureOngoing promosTraveling TravelArrival Return to real worldRegistration ApplyAttending Sharing out (team, IA re-dux, block)Sessions PodcastsConnecting & Reconnecting with people @jessmcmullin @samanthastarmer 78
Make new friends Marketing• IT, or anyone who can build stuff• Finance• Distribution Center• Customer Service• Innies with outies, outies with innies• Different industriesArtists, architects, museum curators, restaurant workers, baristas, landscapers, hotel managers…
Don’t get overwhelmed http://tlc.discovery.com/tv/hoarding-buried-alive/slideshows/before-and-after-episodes-1-4-02.html
You can’t be everywhere at once• Target a channel pair• Focus on incremental progress• Measure stuff• Celebrate (and communicate) quick wins• Get your ‘real’ work done• Get allies to spread the work
Don’t be grabby http://www.flickr.com/photos/jimfrazier/1810966604/
Let go of control• It’s okay when other people start talking about the customer experience• It’s okay when other people try to improve the customer experience• It’s okay if you aren’t involved in EVERYTHING• It’s okay if you aren’t the only one making a difference. Isn’t it all about the customer?