Customer Experience and the 3 F's

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My slides from the AIMIA Customer Experience session in Sydney on 24 April 2009.

Thanks for all the possitive comments!

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Customer Experience and the 3 F's

  1. 1. CUSTOMER EXPERIENCE AND THE 3 F’S Shane Morris User Experience Evangelist
  2. 2. THE 3 F’S Function Form Fashion
  3. 3. Allows me to publish information about my interests and aspirations Allows me to keep up to date with the lives of my friends an colleagues Allows me to keep my friends and colleagues up to date with what I am up to Allows me to meet new people of interest to me NAME THIS WEBSITE
  4. 4. NAME THIS WEBSITE
  5. 5. QUICKBOOKS VS XERO http://blog.xero.com/2008/12/bank-reconciliation/
  6. 6. QUICKBOOKS VS XERO http://blog.xero.com/2008/12/bank-reconciliation/
  7. 7. 3 PHASES IN PRODUCT DEVELOPMENT
  8. 8. 3 PHASES IN PRODUCT DEVELOPMENT
  9. 9. Functionality Desirability Usability 3 PHASES IN PRODUCT DEVELOPMENT
  10. 10. Online Banking Mass Paper Media Collateral THE PRODUCT IS YOUR BRAND
  11. 11. Online Bankin g Paper Mass Media Collatera l THE PRODUCT IS YOUR BRAND
  12. 12. BRAND IS A COMBINATIO N OF EXPERIENCE S Across multiple touch points
  13. 13. Online Over- On- Twitter device In- On- branch bus On- On- phone paper THE 'FOLLOW ME' EXPERIENCE 14
  14. 14. WHAT OF USABILITY?
  15. 15. THE 3 F’S Function Form Fashion
  16. 16. THANK YOU Shane Morris shanemo@microsoft.com blogs.msdn.com/shanemo
  17. 17. www.sxc.hu/profile/khaane nike.com www.sxc.hu/profile/straymuse lego.com www.sxc.hu/profile/cofax lonelyplanet.com CREDITS www.sxc.hu/profile/jazza Shane Morris shanemo@microsoft.com blogs.msdn.com/shanemo
  18. 18. Remix Australia Sydney June 11 20

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