Designing ExperienceLightning UX 5 April 2011 Clive Grinyer Director of Customer Experience, IBSG Innovations   1         ...
technology     stuff
technology     stuff
technology     stuff
people 5
storiesmission… 6
experiencing    the experience7
experience      the experience 8
experience      the experience 9
experience      the experience 10
experience      the experience 11
experience      the experience 12
experience      the experience 13
experience    design     Research to purchase, first use and customer service,     each point can deliver customer delight...
experience   design 15
experience   design      :7)$>8=,3)A$B8C)$                                      $()*+,)$-$./+00*$                         ...
experience   design 17
visualising      early 18
design   elementsemotion… 19
the futureDesign it… 20
the futureDialogue…!  with the future…  21
strategy     decisions           design                 experiences                      people22
thanks       cgrinyer@cisco.com      www.clivegrinyer.com23
Upcoming SlideShare
Loading in …5
×

Spare clive grinyer

334 views

Published on

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
334
On SlideShare
0
From Embeds
0
Number of Embeds
2
Actions
Shares
0
Downloads
2
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Spare clive grinyer

  1. 1. Designing ExperienceLightning UX 5 April 2011 Clive Grinyer Director of Customer Experience, IBSG Innovations 1 6 April 2006
  2. 2. technology stuff
  3. 3. technology stuff
  4. 4. technology stuff
  5. 5. people 5
  6. 6. storiesmission… 6
  7. 7. experiencing the experience7
  8. 8. experience the experience 8
  9. 9. experience the experience 9
  10. 10. experience the experience 10
  11. 11. experience the experience 11
  12. 12. experience the experience 12
  13. 13. experience the experience 13
  14. 14. experience design Research to purchase, first use and customer service, each point can deliver customer delight or dissatisfaction !"##$%&( )#%&%&( *$%&( +,#-%&( ./01%&( Research, Purchase or Set up, Increase use, Customer trial, compare subscribe to Speed of up-sell, tell retention, and decide products and Adoption, friends repeat services Use business•  Brand •  Point-of- •  Design •  Billing •  Loyalty•  Advertising purchase •  Packaging •  Service Programs•  Feature/Price •  Web Store •  Out of Box •  Upgrade •  Personalize•  Friends •  Delivery •  User manual •  Web/ Mobile •  Web/Mobile•  Availability •  Install •  Help Desk •  CSR Source: Cisco IBSG, 2009 14
  15. 15. experience design 15
  16. 16. experience design :7)$>8=,3)A$B8C)$ $()*+,)$-$./+00*$ 12*#),+34$ 5D,8E+34F$.#2A+349$ $56788*+349$ !"#$$ !"#$%$ .#8,A$G0)C)3#*$ !"#$%&"(")*+(% ,-../(0$1%&"2*% &"33+$1+% ,+4$1 % !"#$&$ .)+?+34$:7)$:,)2*=,)$ 6200$:8$!;<)3#=,)$ 5@*+349$ 5>8+3+349$ 16
  17. 17. experience design 17
  18. 18. visualising early 18
  19. 19. design elementsemotion… 19
  20. 20. the futureDesign it… 20
  21. 21. the futureDialogue…!  with the future… 21
  22. 22. strategy decisions design experiences people22
  23. 23. thanks cgrinyer@cisco.com www.clivegrinyer.com23

×