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Delight 2013 | Digital Experience Worksheets

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Delight 2013 | Digital Experience Worksheets

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These worksheets were used during the Digital Experience workshop at the Delight Conference in 2013.

Originally presented at Delight 2013, Oct. 7-8, 2013. http://delight.us/conference

These worksheets were used during the Digital Experience workshop at the Delight Conference in 2013.

Originally presented at Delight 2013, Oct. 7-8, 2013. http://delight.us/conference

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Delight 2013 | Digital Experience Worksheets

  1. 1. Persona: Stage Touchpoints Journey Mapping Worksheet Points of interaction. What questions are we trying to answer? What information do we need to answer them? What are the core expectations of our pesona? What is our persona doing at this stage in their journey? What would make things easier and more enjoyable for the customer? Needs Expectations Activities Emotional State Goal: Opportunities Positive Negative The Journey Worksheet identifies the practical and emotional experience across channels and touchpoints while addressing key needs. This will help your organization uncover key opportunities to improve the experience.
  2. 2. Platform Execution Optimization Content Culture Insight VisionDX7 The Seven Imperatives of Digital Experience Excellence Vision The digital channel is aligned with the business strategy and the organization has an agreed upon “North Star” to align goals, prioritize and map initiatives. Insight A real and present understanding the customer, their journey, goals, motivations and context across key touch points. Culture High-performing, connected and informed teams empowered to own all aspects of the digital channel Content A cohesive and complete content strategy to inform the creation, publication and governance of the content necessary to build and measure engagement. Platform Identifying the technology platforms, social channels, and communities, mobile and marketing ecosystems necessary for success. Optimization A data-driven approach to both measuring, improving and humanizing the digital channel and customer experience. Execution A multi-phase digital roadmap and sequencing internal and customer-facing digital initiatives based on business priorities.
  3. 3. Name: (Description / Drawing) Touch Points Persona Title: Needs Goals Pain Points Potential Solutions

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