1.
Customer Experience Mapping @leisa @polaroidgrrl @uxtuesday Seedcamp, September 2011

2.
the workshop we almostdid.... to help communicate value proposition

3.
design the boxhttp://www.airbnb.com/obamaos

4.
Customer Experience Mapping @leisa @polaroidgrrl @uxtuesday Seedcamp, September 2011

5.
If you want to be a brand, you have to work from the inside out A great logo isn’t going to make a shitty product any less shitty, any more than a hard worker is going to make a bad boss a compelling leader.’ Christopher Simmons - http://www.aiga.org/content.cfm/what-design-cant-do

6.
what are you trying to achieve? 1. mission (business purpose) business strategy 2. business strategy value proposition customer experience strategywhat’s target audience theplan? business model customer 3. customer journey/value map experience personas strategy design principlestactics: KPIs & metricshow do weexecute the 4. prioritisation plan? strategy led design strategy driven tactical execution design evaluation methodology

7.
what are you trying to achieve? 1. mission (business purpose) business strategy 2. business strategy value proposition customer experience strategywhat’s target audience theplan? business model customer 3. customer journey/value map experience personas strategy design principlestactics: KPIs & metricshow do weexecute the 4. prioritisation plan? strategy led design strategy driven tactical execution design evaluation methodology

8.
“user scented” or user centredhttp://undercoverux.com/manifesto.php

9.
there are lots of ways to do this.(there’s no template, yet)

10.
http://www.servicedesigntools.org/tools/8

11.
http://www.servicedesigntools.org/tools/8

12.
http://desonance.wordpress.com/2010/06/16/customer-experience-mapping/

13.
http://www.thosepeskyusers.com

14.
http://www.shmula.com/dont-waste-the-customers-time/128/

15.
Indi Young, Mental Models

16.
create the picture

17.
add data‘put a number on it’

18.
use it to maintain focus & make decisions

19.
make a different one of these for each very different customer eg. consumers vs b2b

20.
maintain alignmentcustomer value = business value

21.
create the picture - what is the customer lifecycle you’re aiming for? - what is the ‘story’ of being your customer (from first hearing of you to becoming an evangelist)- what are the key journeys through your site/app? (add screenshots/flows) - how can/does the customer engage with you across various channels/platforms? - where is money made and money lost (or not made?) - what messages are you sending to your customers (inc. potential)

22.
add data / measurementsWhat do you know about your customers?What behaviour do you want to encourage? How can you measure it? - Cost & Value of Customers - Customer segment value/growth - Email open rates/conversions - Funnel analysis for signup - Onboarding measurements (engagement)- ‘Voice of the Customer’ sentiment (various sources, add verbatim quote) - Customer service feedback - User Research findings

23.
make this big. put it on a wall.stand in front of it, together,regularly to make decisions.

24.
this is a design challenge.you won’t crack it in an hour

25.
your turn.uxtuesday.com/seedcampmap

26.
show and tell

27.
Q&A

28.
thank you.@leisa @polaroidgrrl @uxtuesday