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Customer experience design drivers by interUXion
- 1. CX Design Drivers Customer Experience heuristics interUXion
- 2. CX Design Drivers | Human Experiences cost-effec9ve produc9ve ease respected empowered profitable efficient comfortable liked skillful wealthy faultless entertained trusted confident accountable 9me-saving stressless involved innova9ve frugal effortless painless informed crea9ve … … … … … Business Pragma-c Hedonic Social Self-esteem 2 interUXion feeling being Customer: “I value .”
- 3. 3 interUXion CX Design Drivers | Rela9onship Experience credible commiKed the right size Customer: “It helps if you are .” trust respect understand Customer: “First I need to you.” bond are alike complement each other Customer: “It helps if we .”
- 4. CX Design Drivers | Service Experience produc9ve knowledgeable informa9ve interested passionate efficient skillful responsive honest energe9c fast crea9ve correct respecOul unique proac9ve capable open available determined prompt user-centric logical present convincing faultless customer- centric consistent helpful genuine … … … … … Performance Competence Communica-on Sociable Charisma-c 4 interUXion Customer: “When we interact be .”
- 5. CX Design Drivers | Product Experience useful usable sustainable faultless logical maintailable flexible informa9ve installable reilable aesthe9c long-las9ng controllable fool-proof recyclable … … … As a tool User interface Life-cycle 5 interUXion Customer: “I expect your products to be .”
- 6. 6 interUXion CX Design Drivers | Rela9onship Experience part 2 recommend be loyal to be sa9sfied with Customer: “Only now I want to you.”
- 7. CX Design Drivers | Tips CONCEPT DEVELOPMENT • The design team can priori:ze CX Drivers and use them to clarify the product concept REQUIREMENT SPECIFICATION • Define more specific – or even measurable - requirements under each CX Driver QUALITY EVALUATION • Use to evaluate the customer experience, e.g. giving a sa:sfac:on score between 1-5 SALES ARGUMENTS • What is the product story we want to deliver to the customers? 7 interUXion