This document discusses the importance of understanding customers and creating a positive user experience. It emphasizes empathizing with customers by understanding their context, feelings, and needs. It also stresses differentiating a business and standing for meaningful values that customers can relate to. The key is telling a story that brings the customer and business together by addressing the customer's worldview and desires.
Only 56% of B2B marketers feel that they have a differentiated story, or value to deliver. Rather than blindly follow others, we challenge you to be one of the brave, and reap the benefits of being different: stronger relationships, and more customers. Oh yeah. To the brave go the spoils.
Only 56% of B2B marketers feel that they have a differentiated story, or value to deliver. Rather than blindly follow others, we challenge you to be one of the brave, and reap the benefits of being different: stronger relationships, and more customers. Oh yeah. To the brave go the spoils.
How to become an unstoppable launch machine - breakfast briefing October 2014...fivebyfive
As a launch marketing agency, we’ve worked on launches for products and services in many different sectors, to many different audiences across many different channels. Every launch is different.
However, we’ve learned that there are certain things which are common to successful launches, which over time have become our guiding principles.
This is a summary of these 10 guiding principles.
Snap: 10 creative business designs and what you can learn from themSnap
10 creative business designs and what you can learn from them.
Before you hit send on that newsletter template, print your next stock-standard ad, or go live with that basic website design, take some inspiration from these creative business designs and the lessons behind each one's success.
Identité visuelle et plateforme de marque : ça sert vraiment à quelque chose ?Concept Image
La plateforme de marque et l’identité visuelle sont les deux composantes clés dans la création d’une marque ou son positionnement. Elles sont indispensables pour créer une marque forte et pérenne.
Qu'est-ce qu'une plateforme de marque ? Quel est l'intérêt d'en créer une pour votre entreprise ? Pourquoi créer une identité visuelle ? Ne peut on pas se contenter d'un logo pour lancer ses supports de communication : print, web, mailing... ?
Nous vous expliquerons ce qui se cache derrière ces documents de référence, quelle est leur utilité, et comment procéder pour les mettre en place. Et partagerons avec vous quelques retours d'expérience sur ce type de projet, qui soulève souvent des questions plus larges et complexes dans l'entreprise : tout le monde est-il aligné sur la vision ? La stratégie de déveveloppement est-elle validée ? Le positionnement de l'entreprise est-il clair ? Les valeurs reflètent-elles une réalité ?
Programme :
Connaître sa chaîne de valeur et son écosystème
Créer un persona utile et cohérent
Les outils incontournables
Exemples et résultats
Petit cadeau pour les meilleurs :)
À la fin du webinar, vous allez avoir tout en main pour optimiser et bien préparer votre prospection digitale, générer des leads plus qualifiés en plus grande quantité, gagner énormément de temps au quotidien et surtout générer plus de chiffres avec votre stratégie de prospection digitale !
Vous savez ce qu'il vous reste à faire, participez en live pour profiter de toutes les meilleures pratiques !
En plus c'est gratuit ! :-)
Bonus : les inscrits auront accès au replay et à la présentation qui sera envoyée directement par e-mail.
Ce que pensent les participants de nos webinars :
On se retrouve en live ? :-)
User Experience Branding - Bill Beard - UXScotland 2015Bill Beard
Why do certain products create passionate users while others struggle to gain traction? Is it Design? Usability? Simplicity? No. It's branding. Branding isn't just the purview of the marketing team anymore. In today's crowded marketplace, making a product that works - or even works well - is no longer good enough. User Experience Branding is a process that helps build loyal customers and brand ambassadors by leveraging the emotional value of our brand and incorporating it into our user experience.
User Experience Branding helps organizations - particularly those using Lean and Agile - more effectively and efficiently develop, build, maintain and, most of all, evolve brands to navigate ever-changing marketplaces.
This tutorial is for anyone involved or interested in UX, at any experience level, including creative directors, designers and product managers.
This session will cover the role of emotion within the decision-making process and how influencing a user's emotions during a product experience translates to brand loyalty. I'll explain the fundamentals and purpose behind branding, why it has changed, and why we need to focus on it more when designing experiences. I'll also demonstrate, with examples, how certain product organizations stay ahead of their competition by curating their brand.
Finally, I'll offer some quick tips for building your brand through your product, called Branding Moments, designed for Lean/Agile teams to execute swiftly, that they can start implementing immediately.
"Native advertising”, blog pieces, brochures, videos, magazine articles --As consumers, content marketing comes at us in so many familiar and new forms. Unlike traditional marketing that talks at people, content marketing “talks with them”. Learn more about creative tactics and best practices that you and your small business can apply on a shoestring budget in the New Year.
Every CEO's Secret Weapon for Growth: Know Your Consumer
November 2013
You've heard the mandate "Know Your Consumer" but do you understand its true value to your company? Leaders who regularly tap consumer insight know that this is the key lever for sustained business growth. In this white paper, we examine methods of closing the company-consumer gap, and dig into examples of well-known companies that have done so successfully.
How To Build a Company in 60 Minutes (Plus 10 Years to Execute) – A Crash Cou...Jay DeSchutter
How to build a company in 60 minutes (plus 10 years to execute) – A crash course in lean.
A presentation given to SFU SEY Jumpstart program on the lean methodology and canvas.
The presentation was delivered by Julian DeSchutter and Paul Davidescu.
Resources:
Books
The Lean Start-Up: http://www.amazon.com/The-Lean-Startup-Entrepreneurs-Continuous/dp/0307887898
Lean Analytics: http://www.amazon.com/Lean-Analytics-Better-Startup-OReilly/dp/1449335675
Business Model Canvas: http://www.amazon.ca/Business-Model-Generation-Visionaries-Challengers/dp/0470876417
Running Lean: http://www.amazon.com/Running-Lean-Iterate-Works-OReilly/dp/1449305172
Websites:
Lean Stack: https://www.leanstack.com/
Ash Maurya - Practice Trumps Theory: http://www.practicetrumpstheory.com/
The Lean Startup: http://theleanstartup.com
Business Model Generation: http://www.businessmodelgeneration.com/canvas
Brand Your Own Business - Opening General Session - PBE 2018Tim Miles
How do you use Facebook for your business?
Should you be using Snapchat?
Wouldn't a virial video be awesome?
Email marketing? Radio? What do we do???
First, breathe, and second, relax. Third, know those aren't the right questions to be asking .. at least, not at first. In order to modernize your marketing, you first need to look inward and not toward another oversimplified sack of magic beans.
For a quarter-century, Tim Miles has been helping family businesses communicate more powerfully by teaching what's important, what's not, and how to prioritize your area of focus.
Many people think of branding as logos and colors. But, there's more to this branding thing than you may realize. *Every encounter a customer has with your product is a brand impression*. Understanding and applying brand will always make your product more successful.
A company’s brand — and how that brand is applied — is the differentiating factor in products. As developers, designers, and product managers, let’s work together to make the most of it in our applications.
Agency from Scratch is a call to action for traditional advertising agencies to re-visit their business model and their way of working to get in shape for today's demands on the creative industry. It is not a program about values and missions and other fluffy stuff that's nice to discuss. It is a program about habits, designed to change behaviour rather than just written commitments which are - in a fundamentally opportunistic service industry - rather irrelevant in praxis.
10 Game Changers for Customer ExperienceRant & Rave
Did you know that 'Jenga' is actually the Swahili word for 'build'? Or that the highest scoring word in scrabble is oxyphenbutazone? And Parker Brothers prints thirty times more Monopoly money every year than the United States prints real money?
Okay, so board game trivia may not mean checkmate in the world of business, but there are some key customer experience lessons we can learn from our favourite games of yesteryear.
Have a look at our 'Customer Experience Game Changer' infographic to see for yourself.
Indlæg om brugeroplevelse og kundeforståelse fra Succes Online i Esbjerg.
Indhold:
Introduktion til brugeroplevelse.
Forstå dine kunder bedre.
10 tips og tricks til et bedre website.
Et strategisk overblik over, hvordan du kommer i gang med, at måle værdi af dine hjemmeside. Jeg forklarer hvorfor du skal måle og de resultater vi og andre har fået. Derefter giver jeg en række eksempler på, hvordan man kan komme i gang på den rigtige måde.
Foredrag fra Netværk Sydvest d. 2. maj 2012
More Related Content
Similar to Giv dine kunder en bedre oplevelse på nettet
How to become an unstoppable launch machine - breakfast briefing October 2014...fivebyfive
As a launch marketing agency, we’ve worked on launches for products and services in many different sectors, to many different audiences across many different channels. Every launch is different.
However, we’ve learned that there are certain things which are common to successful launches, which over time have become our guiding principles.
This is a summary of these 10 guiding principles.
Snap: 10 creative business designs and what you can learn from themSnap
10 creative business designs and what you can learn from them.
Before you hit send on that newsletter template, print your next stock-standard ad, or go live with that basic website design, take some inspiration from these creative business designs and the lessons behind each one's success.
Identité visuelle et plateforme de marque : ça sert vraiment à quelque chose ?Concept Image
La plateforme de marque et l’identité visuelle sont les deux composantes clés dans la création d’une marque ou son positionnement. Elles sont indispensables pour créer une marque forte et pérenne.
Qu'est-ce qu'une plateforme de marque ? Quel est l'intérêt d'en créer une pour votre entreprise ? Pourquoi créer une identité visuelle ? Ne peut on pas se contenter d'un logo pour lancer ses supports de communication : print, web, mailing... ?
Nous vous expliquerons ce qui se cache derrière ces documents de référence, quelle est leur utilité, et comment procéder pour les mettre en place. Et partagerons avec vous quelques retours d'expérience sur ce type de projet, qui soulève souvent des questions plus larges et complexes dans l'entreprise : tout le monde est-il aligné sur la vision ? La stratégie de déveveloppement est-elle validée ? Le positionnement de l'entreprise est-il clair ? Les valeurs reflètent-elles une réalité ?
Programme :
Connaître sa chaîne de valeur et son écosystème
Créer un persona utile et cohérent
Les outils incontournables
Exemples et résultats
Petit cadeau pour les meilleurs :)
À la fin du webinar, vous allez avoir tout en main pour optimiser et bien préparer votre prospection digitale, générer des leads plus qualifiés en plus grande quantité, gagner énormément de temps au quotidien et surtout générer plus de chiffres avec votre stratégie de prospection digitale !
Vous savez ce qu'il vous reste à faire, participez en live pour profiter de toutes les meilleures pratiques !
En plus c'est gratuit ! :-)
Bonus : les inscrits auront accès au replay et à la présentation qui sera envoyée directement par e-mail.
Ce que pensent les participants de nos webinars :
On se retrouve en live ? :-)
User Experience Branding - Bill Beard - UXScotland 2015Bill Beard
Why do certain products create passionate users while others struggle to gain traction? Is it Design? Usability? Simplicity? No. It's branding. Branding isn't just the purview of the marketing team anymore. In today's crowded marketplace, making a product that works - or even works well - is no longer good enough. User Experience Branding is a process that helps build loyal customers and brand ambassadors by leveraging the emotional value of our brand and incorporating it into our user experience.
User Experience Branding helps organizations - particularly those using Lean and Agile - more effectively and efficiently develop, build, maintain and, most of all, evolve brands to navigate ever-changing marketplaces.
This tutorial is for anyone involved or interested in UX, at any experience level, including creative directors, designers and product managers.
This session will cover the role of emotion within the decision-making process and how influencing a user's emotions during a product experience translates to brand loyalty. I'll explain the fundamentals and purpose behind branding, why it has changed, and why we need to focus on it more when designing experiences. I'll also demonstrate, with examples, how certain product organizations stay ahead of their competition by curating their brand.
Finally, I'll offer some quick tips for building your brand through your product, called Branding Moments, designed for Lean/Agile teams to execute swiftly, that they can start implementing immediately.
"Native advertising”, blog pieces, brochures, videos, magazine articles --As consumers, content marketing comes at us in so many familiar and new forms. Unlike traditional marketing that talks at people, content marketing “talks with them”. Learn more about creative tactics and best practices that you and your small business can apply on a shoestring budget in the New Year.
Every CEO's Secret Weapon for Growth: Know Your Consumer
November 2013
You've heard the mandate "Know Your Consumer" but do you understand its true value to your company? Leaders who regularly tap consumer insight know that this is the key lever for sustained business growth. In this white paper, we examine methods of closing the company-consumer gap, and dig into examples of well-known companies that have done so successfully.
How To Build a Company in 60 Minutes (Plus 10 Years to Execute) – A Crash Cou...Jay DeSchutter
How to build a company in 60 minutes (plus 10 years to execute) – A crash course in lean.
A presentation given to SFU SEY Jumpstart program on the lean methodology and canvas.
The presentation was delivered by Julian DeSchutter and Paul Davidescu.
Resources:
Books
The Lean Start-Up: http://www.amazon.com/The-Lean-Startup-Entrepreneurs-Continuous/dp/0307887898
Lean Analytics: http://www.amazon.com/Lean-Analytics-Better-Startup-OReilly/dp/1449335675
Business Model Canvas: http://www.amazon.ca/Business-Model-Generation-Visionaries-Challengers/dp/0470876417
Running Lean: http://www.amazon.com/Running-Lean-Iterate-Works-OReilly/dp/1449305172
Websites:
Lean Stack: https://www.leanstack.com/
Ash Maurya - Practice Trumps Theory: http://www.practicetrumpstheory.com/
The Lean Startup: http://theleanstartup.com
Business Model Generation: http://www.businessmodelgeneration.com/canvas
Brand Your Own Business - Opening General Session - PBE 2018Tim Miles
How do you use Facebook for your business?
Should you be using Snapchat?
Wouldn't a virial video be awesome?
Email marketing? Radio? What do we do???
First, breathe, and second, relax. Third, know those aren't the right questions to be asking .. at least, not at first. In order to modernize your marketing, you first need to look inward and not toward another oversimplified sack of magic beans.
For a quarter-century, Tim Miles has been helping family businesses communicate more powerfully by teaching what's important, what's not, and how to prioritize your area of focus.
Many people think of branding as logos and colors. But, there's more to this branding thing than you may realize. *Every encounter a customer has with your product is a brand impression*. Understanding and applying brand will always make your product more successful.
A company’s brand — and how that brand is applied — is the differentiating factor in products. As developers, designers, and product managers, let’s work together to make the most of it in our applications.
Agency from Scratch is a call to action for traditional advertising agencies to re-visit their business model and their way of working to get in shape for today's demands on the creative industry. It is not a program about values and missions and other fluffy stuff that's nice to discuss. It is a program about habits, designed to change behaviour rather than just written commitments which are - in a fundamentally opportunistic service industry - rather irrelevant in praxis.
10 Game Changers for Customer ExperienceRant & Rave
Did you know that 'Jenga' is actually the Swahili word for 'build'? Or that the highest scoring word in scrabble is oxyphenbutazone? And Parker Brothers prints thirty times more Monopoly money every year than the United States prints real money?
Okay, so board game trivia may not mean checkmate in the world of business, but there are some key customer experience lessons we can learn from our favourite games of yesteryear.
Have a look at our 'Customer Experience Game Changer' infographic to see for yourself.
Indlæg om brugeroplevelse og kundeforståelse fra Succes Online i Esbjerg.
Indhold:
Introduktion til brugeroplevelse.
Forstå dine kunder bedre.
10 tips og tricks til et bedre website.
Et strategisk overblik over, hvordan du kommer i gang med, at måle værdi af dine hjemmeside. Jeg forklarer hvorfor du skal måle og de resultater vi og andre har fået. Derefter giver jeg en række eksempler på, hvordan man kan komme i gang på den rigtige måde.
Foredrag fra Netværk Sydvest d. 2. maj 2012
Brugervenlighed er essentielt på netbutikker, men er det nok? Hvilke psykologiske principper kan vi bruge til at motivere vores besøgende til at konvertere?
Brugervenlighed kan være en kompleks størrelse. Hvorfor ikke tage det ned på jorden og undersøge nogle af de basale forudsætninger, der kan give dit site mere værdi?
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Ideal for homeowners, tech enthusiasts, and industry professionals, this presentation provides valuable insights into the trends, benefits, and future developments in smart garage technology. Stay ahead of the curve with our expert analysis and practical tips on implementing smart garage solutions.
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In today's digital era, the dynamics of brand perception, consumer behavior, and profitability have been profoundly reshaped by the synergy of branding, social media, and website design. This research paper investigates the transformative power of these elements in influencing how individuals perceive brands and products and how this transformation can be harnessed to drive sales and profitability for businesses.
Through an exploration of brand psychology and consumer behavior, this study sheds light on the intricate ways in which effective branding strategies, strategic social media engagement, and user-centric website design contribute to altering consumers' perceptions. We delve into the principles that underlie successful brand transformations, examining how visual identity, messaging, and storytelling can captivate and resonate with target audiences.
Methodologically, this research employs a comprehensive approach, combining qualitative and quantitative analyses. Real-world case studies illustrate the impact of branding, social media campaigns, and website redesigns on consumer perception, sales figures, and profitability. We assess the various metrics, including brand awareness, customer engagement, conversion rates, and revenue growth, to measure the effectiveness of these strategies.
The results underscore the pivotal role of cohesive branding, social media influence, and website usability in shaping positive brand perceptions, influencing consumer decisions, and ultimately bolstering sales and profitability. This paper provides actionable insights and strategic recommendations for businesses seeking to leverage branding, social media, and website design as potent tools to enhance their market position and financial success.
Between Filth and Fortune- Urban Cattle Foraging Realities by Devi S Nair, An...Mansi Shah
This study examines cattle rearing in urban and rural settings, focusing on milk production and consumption. By exploring a case in Ahmedabad, it highlights the challenges and processes in dairy farming across different environments, emphasising the need for sustainable practices and the essential role of milk in daily consumption.
White wonder, Work developed by Eva TschoppMansi Shah
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A tale about our culture around the use of fertilizers and pesticides visiting small farms around Ahmedabad in Matar and Shilaj.
Expert Accessory Dwelling Unit (ADU) Drafting ServicesResDraft
Whether you’re looking to create a guest house, a rental unit, or a private retreat, our experienced team will design a space that complements your existing home and maximizes your investment. We provide personalized, comprehensive expert accessory dwelling unit (ADU)drafting solutions tailored to your needs, ensuring a seamless process from concept to completion.
Can AI do good? at 'offtheCanvas' India HCI preludeAlan Dix
Invited talk at 'offtheCanvas' IndiaHCI prelude, 29th June 2024.
https://www.alandix.com/academic/talks/offtheCanvas-IndiaHCI2024/
The world is being changed fundamentally by AI and we are constantly faced with newspaper headlines about its harmful effects. However, there is also the potential to both ameliorate theses harms and use the new abilities of AI to transform society for the good. Can you make the difference?
Hello everyone! I am thrilled to present my latest portfolio on LinkedIn, marking the culmination of my architectural journey thus far. Over the span of five years, I've been fortunate to acquire a wealth of knowledge under the guidance of esteemed professors and industry mentors. From rigorous academic pursuits to practical engagements, each experience has contributed to my growth and refinement as an architecture student. This portfolio not only showcases my projects but also underscores my attention to detail and to innovative architecture as a profession.
46. Når kunder tager en købsbeslutning,
overvejer de nøje alle mulighederne
og tager den bedste, mest rationelle
beslutning.
En eller anden tumpe
“
“
47. Når kunder tager en købsbeslutning, er
de stærkt påvirkede af kontekst, og
tager en følelsesmæssig beslutning,
som efterfølgende rationaliseres.
“
“
48. 1. Sæt dig ind i kundens verden
De er hovedpersonerne i din historie
54. Empati-øvelsen
1. Hvordan ser kundens dagligdag ud?
2. Hvad er den underliggende frygt, frustration
eller ambition?
KONTEKST!
55. Empati-øvelsen
1. Hvordan ser kundens dagligdag ud?
2. Hvad er den underliggende frygt, frustration
eller ambition?
KONTEKST!
FøLELSER!
56. Empati-øvelsen
1. Hvordan ser kundens dagligdag ud?
2. Hvad er den underliggende frygt, frustration
eller ambition?
3. Hvad har kunden brug for, for at tage en
beslutning?
KONTEKST!
FøLELSER!
57. Empati-øvelsen
1. Hvordan ser kundens dagligdag ud?
2. Hvad er den underliggende frygt, frustration
eller ambition?
3. Hvad har kunden brug for, for at tage en
beslutning?
KONTEKST!
FøLELSER!
BEHOV!
59. 5 minutters mini-personas
Skriv 2-3 relevante statements fra kundens perspektiv.
“Hvordan kan jeg bruge det her i min markedsføring?”
60. 5 minutters mini-personas
Skriv 2-3 relevante statements fra kundens perspektiv.
“Hvordan kan jeg bruge det her i min markedsføring?”
“Ikke for meget teknisk vrøvl, fortæl mig hvordan det
påvirker min forretning.”
61. 5 minutters mini-personas
Skriv 2-3 relevante statements fra kundens perspektiv.
“Hvordan kan jeg bruge det her i min markedsføring?”
“Ikke for meget teknisk vrøvl, fortæl mig hvordan det
påvirker min forretning.”
“Giv mig 3 specifikke råd, jeg kan tage med hjem.”
92. Kunden vil aldrig engagere sig, hvis han ikke kan
spejle sig selv i dit budskab.
93. Kunden vil aldrig engagere sig, hvis han ikke kan
spejle sig selv i dit budskab.
Differentiér dig, så kunden kan lave en mental
sammenligning.
94. Kunden vil aldrig engagere sig, hvis han ikke kan
spejle sig selv i dit budskab.
Differentiér dig, så kunden kan lave en mental
sammenligning.
Sine
146. EnterAnticipate Engage ReflectExit
EnrichedExperiencePoachedExperience
Touchpoints CarOffice Walk-In Line Order Pay Sit WorkDrink Pack Up Walk Out Car
1.a Discussing
with team the
local places to
grab a coffee.
1.b Decid-
ing to go to
Starbucks and
work on de-
sign reports.
1.c Hoping
to find a close
parking spot.
1.d Hoping
Starbucks is
not overly
crowded and
will have avail-
able seating.
2.a Notice
that there are
a couple of
people in line.
2.b Notice the
narrow, con-
fined layout.
2.c Enjoy the
aroma of
roasted coffee
and mixed
sweet, robust
smells.
2.d The light-
ing is pleasant,
not overly
bright and not
too dim.
2.e The music
seems ethnic,
extended
vocals, soft in
style, volume
too load and
but my taste.
1.e Consider-
ing alternative
places just in
case..
3.a The wait-
ing line occu-
pies the main
traffic way.
3.b The
menus across
the counter
are hard to
read while in
line.
baseline
3.c The line
moves slow,
people who
just ordered
are still in the
same area.
Becomes
crowded.
3.d The order-
ing process
seems too
slow. Inconsis-
tent structure
of service.
4.a The Barista
acknowledges
me with a
smile.
4.b I can see
the menu bet-
ter now, but I
feel rushed to
order a drink.
4.c I feel
forced to
make a quick
beverage se-
lection. I play it
safe by having
what I always
get.
4.d The baris-
ta confirms
my selection
and asks my
name to write
on the cup.
4.e He writes
down my
name and
some code
on the cup
and hands it
off to another
barista who
will make it
when he is
finished with
other orders.
2.f The room
climate seems
intentionally
cold.
5.a The barista
tells me the
total and I pay
with my credit
card. He asks
me if I want
my receipt, I
decline.
5.b My inter-
action ends
with him say-
ing thank you.
He doesn’t use
my name.
5.c Now I
move to the
left of where
i paid. Once
again I feel
crowded and
out of place.
People are
walking by me.
There isn’t a
designated
waiting ,sitting
area.
5.d As I stand,
the drinker
maker shouts
finished orders
and places
them on a
drink stand.
He screams
Grande Chai.
5.e Confu-
sion. Is this my
drink? Why
did he not call
out my name
or name and
drink? I pick
up the drink
and see that it
has Eric writ-
ten on it.
6.a Grab my
drink and look
for a place to
sit.
6.b I need,
most im-
portantly, an
outlet and a
workspace.
6.c I notice
that there are
only a few
locations in
the seating ar-
eas that have
outlets. This is
discouraging.
6.d Most
places are
occupied. No
outlets are
available.
6.e The work-
spaces seem
small and
impractical.
Most are just
have a small
round wooden
table with
two wooden
chairs.
6.f I find an
empty reclined
cushioned
armchair.
Next to it is a
small wooden
table shared
by another
person sitting
in the other
arm chair.
6.g The chair
is comfortable
and I continue
to sit in it.
7.a The cub is
hot, steaming,
but withstand-
ing in my
hand.
7.b Smells
roasty and
sweet.
7.c First sip is
too hot, but
flavorful. I’m
happy with
the taste and
my choice.
7.d The
continued
sips remain
satisfying.
8.a I place my
drink on the
table next me
and place my
bag on the
floor.
8.b I remove
my computer
and accesso-
ries and now
am shifting my
coffee to find
room for all of
my things on
this little cof-
fee table.
8.c The table
is too low to
work from
there, so I
place my
laptop in my
lap. My drink
remains on
the table, my
bag on the
floor.
8.d I’m feel-
ing crowded.
I have no
room to use
my wire-
less mouse. I
now use the
surface of the
arm chair as
my mouse
pad. Not very
effective.
8.e The crowd
talking doesn’t
bother me
after awhile,
but the music
is way too loud
and beginning
to become a
distraction.
8.f I enjoy the
free wireless
and the unlim-
ited use. The
signal strength
is adequate.
8.g The music
is really both-
ering me. I put
my head-
phones on and
play my mp3
songs.
8.h The bat-
tery use on my
computer is a
concern now.
I will begin
looking for
another table
to work at.
8.i The air
conditioning
seems inten-
tion. It’s cold
outside and
cold inside. I
slip my jacket
on.
8.j I continually
finding myself
people watch-
ing while I
work. There
are interesting
people here,
so I’m not too
bothered. I
never like feel-
ing alone. any
9.a The barista
walks by me
and makes an
announce-
ment to the
tore that it
will be closing
shorty -10 pm.
9.b I would like
to continue
to work. I feel
10pm closing
time is much
too early,
especially in a
college town.
9.c I stand
up and walk
around until I
find a hidden
trash can to
throw my cup
into.
10.a I pack my
things up and
head out the
door.
10.b The re-
maining staff
tell me to have
a good night.
11.a I head to
my car and
wish that I
could have
stayed longer
to work. I
know that
once I get
home, I will be
in the wrong
mind state
to continue
working.
11.b The cof-
fee was very
good, but I
was disap-
pointed in the
environment.
Distracting
music, small
workspace,
lack of power
outlets.
Date: 3/22/10
Eric - Repeat Customer
Purpose: To work/drink coffee
Ambience
Aroma
Audible Sensations
Second guessing
Worrying
Cold, drafty
Slightly crowded
Greeting
Unwilling to try something new, risk
Feeling rushed
Lack of personal space
Unstructured
Fake
Factory line
Quick, convenient
Impersonal
Polite
Feedback
Confusing
Inconsistent
Loud
Lack of seating
Lack of outlets
Not large work spaces
Sofa chair is comfortable
Uncomfortable wooden chairs
Tasty drink
Flavorable
Appropriate temperature
Not large work spaces
Furniture not ideal for computer work
Crowd conversation noise
Loud music
Distracting
Repeating, not my taste
Blasting air conditioning
Free Wi-Fi
People watching
Closing time
Good byes
Annoyed about closing time
Good drink
Annoyed about where I sat
Back hurts
Starbucks Experience Map
147. EnterAnticipate
PoTouchpoints CarOffice Walk-In Line Order Pay
1.a Discussing
with team the
local places to
grab a coffee.
1.b Decid-
ing to go to
Starbucks and
work on de-
sign reports.
1.c Hoping
to find a close
parking spot.
1.d Hoping
Starbucks is
not overly
crowded and
will have avail-
able seating.
2.a Notice
that there are
a couple of
people in line.
2.b Notice the
narrow, con-
fined layout.
2.c Enjoy the
aroma of
roasted coffee
and mixed
sweet, robust
smells.
2.d The light-
ing is pleasant,
not overly
bright and not
too dim.
2.e The music
seems ethnic,
extended
vocals, soft in
style, volume
too load and
but my taste.
1.e Consider-
ing alternative
places just in
case..
3.a The wait-
ing line occu-
pies the main
traffic way.
3.b The
menus across
the counter
are hard to
read while in
line.
3.c The line
moves slow,
people who
just ordered
are still in the
same area.
Becomes
crowded.
3.d The order-
ing process
seems too
slow. Inconsis-
tent structure
of service.
4.a The Barista
acknowledges
me with a
smile.
4.b I can see
the menu bet-
ter now, but I
feel rushed to
order a drink.
4.c I feel
forced to
make a quick
beverage se-
lection. I play it
safe by having
what I always
get.
4.d The baris-
ta confirms
my selection
and asks my
name to write
on the cup.
4.e He writes
down my
name and
some code
5.a The barista
tells me the
total and I pay
with my credit
card. He asks
me if I want
my receipt, I
decline.
5.b My inter-
action ends
with him say-
ing thank you.
He doesn’t use
my name.
5.c Now I
move to the
left of where
i paid. Once
again I feel
crowded and
out of place.
People are
walking by me.
There isn’t a
designated
waiting ,sitting
area.
6
d
f
s
6
m
p
o
w
6
t
o
l
t
e
o
d
6
p
o
o
a
6
s
s
i
Unstructured
Inconsistent
148. EnterAnticipate
PoTouchpoints CarOffice Walk-In Line Order Pay
1.a Discussing
with team the
local places to
grab a coffee.
1.b Decid-
ing to go to
Starbucks and
work on de-
sign reports.
1.c Hoping
to find a close
parking spot.
1.d Hoping
Starbucks is
not overly
crowded and
will have avail-
able seating.
2.a Notice
that there are
a couple of
people in line.
2.b Notice the
narrow, con-
fined layout.
2.c Enjoy the
aroma of
roasted coffee
and mixed
sweet, robust
smells.
2.d The light-
ing is pleasant,
not overly
bright and not
too dim.
2.e The music
seems ethnic,
extended
vocals, soft in
style, volume
too load and
but my taste.
1.e Consider-
ing alternative
places just in
case..
3.a The wait-
ing line occu-
pies the main
traffic way.
3.b The
menus across
the counter
are hard to
read while in
line.
3.c The line
moves slow,
people who
just ordered
are still in the
same area.
Becomes
crowded.
3.d The order-
ing process
seems too
slow. Inconsis-
tent structure
of service.
4.a The Barista
acknowledges
me with a
smile.
4.b I can see
the menu bet-
ter now, but I
feel rushed to
order a drink.
4.c I feel
forced to
make a quick
beverage se-
lection. I play it
safe by having
what I always
get.
4.d The baris-
ta confirms
my selection
and asks my
name to write
on the cup.
4.e He writes
down my
name and
some code
5.a The barista
tells me the
total and I pay
with my credit
card. He asks
me if I want
my receipt, I
decline.
5.b My inter-
action ends
with him say-
ing thank you.
He doesn’t use
my name.
5.c Now I
move to the
left of where
i paid. Once
again I feel
crowded and
out of place.
People are
walking by me.
There isn’t a
designated
waiting ,sitting
area.
6
d
f
s
6
m
p
o
w
6
t
o
l
t
e
o
d
6
p
o
o
a
6
s
s
i
Unstructured
Inconsistent
149. Engage
Line Order Pay Sit WorkDrink P
.a The wait-
ng line occu-
ies the main
affic way.
.b The
menus across
he counter
re hard to
ead while in
ne.
.c The line
moves slow,
eople who
ust ordered
re still in the
ame area.
ecomes
rowded.
.d The order-
ng process
eems too
ow. Inconsis-
ent structure
f service.
4.a The Barista
acknowledges
me with a
smile.
4.b I can see
the menu bet-
ter now, but I
feel rushed to
order a drink.
4.c I feel
forced to
make a quick
beverage se-
lection. I play it
safe by having
what I always
get.
4.d The baris-
ta confirms
my selection
and asks my
name to write
on the cup.
4.e He writes
down my
name and
some code
5.a The barista
tells me the
total and I pay
with my credit
card. He asks
me if I want
my receipt, I
decline.
5.b My inter-
action ends
with him say-
ing thank you.
He doesn’t use
my name.
5.c Now I
move to the
left of where
i paid. Once
again I feel
crowded and
out of place.
People are
walking by me.
There isn’t a
designated
waiting ,sitting
area.
6.a Grab my
drink and look
for a place to
sit.
6.b I need,
most im-
portantly, an
outlet and a
workspace.
6.c I notice
that there are
only a few
locations in
the seating ar-
eas that have
outlets. This is
discouraging.
6.d Most
places are
occupied. No
outlets are
available.
6.e The work-
spaces seem
small and
impractical.
7.a The cub is
hot, steaming,
but withstand-
ing in my
hand.
7.b Smells
roasty and
sweet.
7.c First sip is
too hot, but
flavorful. I’m
happy with
the taste and
my choice.
7.d The
continued
sips remain
satisfying.
8.a I place my
drink on the
table next me
and place my
bag on the
floor.
8.b I remove
my computer
and accesso-
ries and now
am shifting my
coffee to find
room for all of
my things on
this little cof-
fee table.
8.c The table
is too low to
work from
there, so I
place my
laptop in my
lap. My drink
remains on
the table, my
bag on the
floor.
8.f I enjoy the
free wireless
and the unlim-
ited use. The
signal strength
is adequate.
8.g The music
is really both-
ering me. I put
my head-
phones on and
play my mp3
songs.
8.h The bat-
tery use on my
computer is a
concern now.
I will begin
looking for
another table
to work at.
8.i The air
conditioning
seems inten-
tion. It’s cold
outside and
cold inside. I
9.a
wal
and
ann
me
tor
will
sho
9.b
to c
to w
10p
tim
too
esp
coll
9.c
up
aro
find
tras
thr
into
Unstructured
Inconsistent
Lack of outlets
Uncomfortable wooden chairs
150. gage ReflectExit
WorkDrink Pack Up Walk Out Car
my
ook
to
an
a
.
are
n
g ar-
ve
s is
ng.
No
rk-
m
.
7.a The cub is
hot, steaming,
but withstand-
ing in my
hand.
7.b Smells
roasty and
sweet.
7.c First sip is
too hot, but
flavorful. I’m
happy with
the taste and
my choice.
7.d The
continued
sips remain
satisfying.
8.a I place my
drink on the
table next me
and place my
bag on the
floor.
8.b I remove
my computer
and accesso-
ries and now
am shifting my
coffee to find
room for all of
my things on
this little cof-
fee table.
8.c The table
is too low to
work from
there, so I
place my
laptop in my
lap. My drink
remains on
the table, my
bag on the
floor.
8.f I enjoy the
free wireless
and the unlim-
ited use. The
signal strength
is adequate.
8.g The music
is really both-
ering me. I put
my head-
phones on and
play my mp3
songs.
8.h The bat-
tery use on my
computer is a
concern now.
I will begin
looking for
another table
to work at.
8.i The air
conditioning
seems inten-
tion. It’s cold
outside and
cold inside. I
9.a The barista
walks by me
and makes an
announce-
ment to the
tore that it
will be closing
shorty -10 pm.
9.b I would like
to continue
to work. I feel
10pm closing
time is much
too early,
especially in a
college town.
9.c I stand
up and walk
around until I
find a hidden
trash can to
throw my cup
into.
10.a I pack my
things up and
head out the
door.
10.b The re-
maining staff
tell me to have
a good night.
11.a I head to
my car and
wish that I
could have
stayed longer
to work. I
know that
once I get
home, I will be
in the wrong
mind state
to continue
working.
11.b The cof-
fee was very
good, but I
was disap-
pointed in the
environment.
Distracting
music, small
workspace,
lack of power
outlets.
ack of outlets
ncomfortable wooden chairs
151. EnterAnticipate E
EnrichedExperiencePoachedExperience
Touchpoints CarOffice Walk-In Line Order Pay Si
1.a Discussing 1.c Hoping 2.a Notice 3.a The wait-
baseline
4.a The Barista 5.a The barista 6.a Gra
Ambience
Aroma
Audible Sensations
Second guessing
Worrying
Cold, drafty
Slightly crowded
Greeting
Unwilling to try something new, risk
Feeling rushed
Lack of personal space
Unstructured
Fake
Factory line
Quick, convenient
Impersonal
Polite
Feedback
Confusing
Inconsistent
Loud
Starbucks Exper
229. Dit tog til Esbjerg
kører om 1 time
Fra København H
Ok
Vis på kort
Kontekst
Café
Fortov
Behov
Afgang
Banegårdens adresse
Følelse
“Når jeg det nu?”
“Hvordan finder jeg derhen?”
Transport til banegård
230. Dit tog til Esbjerg
kører om 1 time
Fra København H
Ok
Vis på kort
Kontekst
Café
Fortov
Behov
Afgang
Banegårdens adresse
Følelse
“Når jeg det nu?”
“Hvordan finder jeg derhen?”
Transport til banegård
231. Dit tog til Esbjerg
kører om 1 time
Fra København H
Ok
Vis på kort
Kontekst
Café
Fortov
Behov
Afgang
Banegårdens adresse
Følelse
“Når jeg det nu?”
“Hvordan finder jeg derhen?”
Transport til banegård
232. Dit tog til Esbjerg
kører om 1 time
Fra København H
Ok
Vis på kort
Dit tog til Esbjerg
kører om 30 minutter
Fra København H
Ok
Vis på kort
233. Dit tog til Esbjerg
kører om 1 time
Fra København H
Ok
Vis på kort
Dit tog til Esbjerg
kører om 30 minutter
Fra København H
Ok
Vis på kort
241. Om 32 min. fra København H
13:28 København H - Esbjerg
Kontekst
Banegården
Behov
Afgangstid
Spor
(Underholdning)
Følelse
“Hvad er klokken?”
“Hvornår skal jeg gå til sporet?”
“Hvor skal jeg hen?”
Ventetid på banegård
248. Dit tog til Esbjerg
kører om 15 minutter
Gå til spor 7
Ok
Kontekst
Banegården
Behov
Afgangstid
Spor-nummer
Vej til sporet
Følelse
“Når jeg det nu?”
“Shit, jeg har glemt tiden”
Gå til rette spor
250. 4 min. til afgang. Gå til spor 7
Kontekst
Banegården
Behov
Afgangstid
Spor-nummer
Vej til sporet
Følelse
“Når jeg det nu?”
“Shit, jeg har glemt tiden”
Gå til rette spor
251. 4 min. til afgang. Gå til spor 7
Kontekst
Banegården
Behov
Afgangstid
Spor-nummer
Vej til sporet
Følelse
“Når jeg det nu?”
“Shit, jeg har glemt tiden”
Gå til rette spor
259. Klik for at vise billet til konduktøren
Kontekst
I toget
Behov
Billetkode til konduktøren
Følelse
“Hvor er min telefon?”
“Hvad skal jeg gøre?”
Visning af billet
260. Klik for at vise billet til konduktøren
Kontekst
I toget
Behov
Billetkode til konduktøren
Følelse
“Hvor er min telefon?”
“Hvad skal jeg gøre?”
Visning af billet