User Experience Story - Take your users on a Journey

1. 1

2. You are already being
transformed
The forces of disruption are all around you

5. Your new frontline is
customer experience
If you don’t care, your customer never will

6. Oh, and by the way, your
customer experience will depend
on your employee experience
The way your employees feel is the way your
customers will feel. And if your employees don't
feel valued, neither will your customers

7. 1. Understand Your Customers’ behaviours
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The Experience Equation
Elements that matter most
to customers sit at the
intersection of people and
technology
Speed
Ease of
payment
Knowledgeable
employees
Convenience
Friendly service
Up to date
technology
Human
interaction

8. 2. Eliminate the
negative & remove
friction

9. 3. Close the
expectation gap

10. 10PwC
4. Fuse CX and EX
21%
Increase in productivity
Between engaged employees vs disengaged
employees.
213%
Of annual salary
Is the estimated cost of replacing a skilled
employee.
42%
Of consumers sampled globally
Would pay more for a friendly, welcoming
experience.
85%
Of customers sampled globally
Interacted directly with customer support staff
to make financial planning decisions.

11. What does this mean?
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Your customers have
demands. They aren’t
what you think
Customers generate
revenue. Employees
drive the experience
Technology won’t solve
experience problems.
It’s only an enabler

12. So what now?

13. Think Human
Start with understanding

14. No. I don’t think the Empire had
wookies in mind when they
designed it, Chewie.
HAN SOLO - TO CHEWBACCA
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15. Make believe
Prototype anything to
reimagine experiences

16. Will it fly?
Prove desirability, feasibility
and viability

17. PwC Experience Centre
Confidential information for the sole benefit and use of PwC’s client.
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There is only one boss.
The customer. And he can fire
everybody in the company
from the chairman on down,
just by spending his money
somewhere else.
SAM WALTON - Founder of Walmart
“
”

18. Questions?
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