Microinteractions

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Microinteractions are those small moments that can make or break an experience. They don't show up in reports, so unless you're walking in your customer's shoes, you'll miss what can lead to big problems.

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Microinteractions

  1. 1. MicrointeractionsLead to MajorEngagement
  2. 2. Jeannie WaltersChief Customer Experience InvestigatorTM
  3. 3. Mission Statement360Connext is on a mission to improve your day – one experience at a time!
  4. 4. What are microinteractions?Microinteractions are small moments.They matter because they can make or breaka situation in a fraction of time.They can ruin your day.
  5. 5. Microinteractions Happen In a Flash Just like that…a day can be ruined! Or made slightly better…
  6. 6. Microinteractions Happen Around Negative Situations
  7. 7. Sometimes They Create The Negative
  8. 8. Great Customer Experience: Sweat The Small Stuff
  9. 9. No Reports Reveal The True Experience
  10. 10. Humans Are Wonderfully Irrational
  11. 11. Poor Microinteractions Blame The User
  12. 12. Nobody Likes To Hear They Are Wrong
  13. 13. Poor Microinteractions Hide Critical InformationWhat error? Required?
  14. 14. Poor Microinteractions Don’t Provide Enough Information
  15. 15. Poor Microinteractions Don’t Provide Enough Information
  16. 16. Poor Microinteractions Don’t Provide Enough Information
  17. 17. Poor Microinteractions Show SomeoneDidn’t Think About You, The Customer
  18. 18. Poor Microinteractions Show SomeoneDidn’t Think About You, The Customer
  19. 19. What Can Great Microinteractions Do? Make You Feel Heard…
  20. 20. What Can Great Microinteractions Do? Help You Feel Safe…
  21. 21. What Can Great Microinteractions Do? Make You Smile…
  22. 22. What Can Great Microinteractions Do? Give You Corrective Actions…
  23. 23. What Can Great Microinteractions Do? Change Behavior…
  24. 24. Microinteractions Should: Help the user or customer with the next likely action Avoid blaming the user Be human Recognize context Be updated when necessary
  25. 25. Microinteractions Should Not: Be ignored Blame the user Use unrecognizable language Lead to nowhere Ask for more effort Be written by robots
  26. 26. Walk In Your Customer’s Shoes Reports and data tell much of the story…but not all. Surveys are limited.
  27. 27. Walk In Your Customer’s Shoes
  28. 28. See You There! Blog (360Connext.com) Google+ CXITM Club CommunityFacebook 360Connext Page Google+ 360Connext Page
  29. 29. See You There!Twitter: @jeanniecw & @360Connext Instagram: 360Connext LinkedIn: jeanniecw & 360Connext

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