Being an experience-led organization

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Organizations can successfully apply a customer-centric, experience-driven approach to many business problems. In this presentation I look at the use of experience design to the creation of a customer experience lifecycle and the mapping of this to the requirements for a core IT system.

Presentation given at UX Australia in Canberra on August 28th.

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  • YHA Australia operates a network of 120+ hostels serving the needs of budget travelers - backpackers - in Australia. Some hostels are owned & operated by YHA, whereas others are affiliate hostels owned and operated independently.
  • what does the guest lifecycle look like, and what are the characteristics of the experience at each point in that lifecycle;
    in order to deliver on that desired experience, what does the business need to be doing; and
    what are the technology requirements or features needed to support these business functions.
  • Workshops: 2 half-day workshops with stakeholders
    Observational research: 2 days
    Interviews: with subject-matter experts within the hostels & Association
    SocialMention, search.twitter.com, google
  • http://blogs.harvardbusiness.org/merholz/2009/06/a-framework-for-building-custo.html
    http://www.flickr.com/photos/brandonschauer/3363169836/
  • Swap to view of PDF deliverable (cannot be posted)
  • This step provided the organisation with much greater clarity around their intended service characteristics. It helped to highlight areas where they simply can’t deliver today...
  • Adaptive Path - Subject to Change - http://www.amazon.com/Subject-Change-Creating-Products-Uncertain/dp/0596516835/ref=sr_1_1?ie=UTF8&s=books&qid=1255260314&sr=8-1
    Steve Baty - What is experience strategy? - http://johnnyholland.org/2009/06/04/what-is-an-experience-strategy/
    Steve Baty - Being an experience-led organisation - http://johnnyholland.org/2009/06/30/being-an-experience-led-organization/
    Peter Merholz - A framework for building customer experiences - http://blogs.harvardbusiness.org/merholz/2009/06/a-framework-for-building-custo.html
    Brandon Schauer - http://www.flickr.com/photos/brandonschauer/3363169836/
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