Everyone owns the customer experience: from the product design team to the retail sales team, from the web design team to the customer care team. Creating a seamless end-to-end customer experience is a team sport. In my 14-year journey, I've learned a few lessons along the way. These slides are from my talk on Designing the Customer Experience at Jared Spool's UIE/Vitamin T UX Thursday Toronto.

1. Designing the
Customer
Experience
lessons from the trenches

5. WWW

6. 1-800-#

7. LESSON #1
Advertising
≠
Customer
Experience

9. LESSON #2
Everyone has an
impact on the
customer experience

10. 21-character URL
French word
gloves
smartphones

11. LESSON #3.1
Usability testing –
just do it

13. LESSON #3.2
Usability testing
doesn’t need to be a
NASA mission

17. LESSON #4
You can’t do UX alone

18. Hive mind FTW!

20. LESSON #5
UX is a long game

21. andrea ong pietkiewicz
@andreaop_ux #ux #sketchnotes
THANK
YOU