This document discusses how brands can create value and loyalty through storytelling and experiences. It introduces the concept of "Storyscaping", which is creating a landscape of emotional engagement and experiences where consumers connect with stories across any channel. This allows the brand to become part of the consumer's story. The document advocates that as UX professionals, they need to go further into brand storytelling and discover how the combination of story and experience leads to value and loyalty for customers.
For many brands, adapting to a visual social medium like Instagram has been simple: use it to evoke brand character, voice and purpose, all through the use of captivating imagery. But what about brands that are less easily definable by aesthetics alone?
Fortunately for these brands, Instagram is dimensionalizing beyond photo aesthetics. The platform is continuing to expand its experience, evolving from its focus on photographic purity towards using imagery, photographic or otherwise, as utility— narrative, gaming, information, tools and retail.
Conscious Closure: Designing Positive Break-Up ExperiencesPaul Taylor
Is it just me or do our services make it much easier to sign up than to close down? This talk aims to highlight the issues that can arise when we fail to close customer relationships in an adequate manner and promotes the design of positive break-up experiences.
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.
X: The Experience When Business Meets Design - GetAbstract SummaryBrian Solis
X by Brian Solis Take-Aways
Designing a worthy customer experience is a competitive necessity.
Customers share their experiences via social media.
More buyers are basing their purchase decisions on the experiences that other consumers share.
Most companies fail to prioritize the customer experience.
Companies that believe in serving customers have a person or team responsible for designing each step of the customer experience.
Offering a great experience requires seeing things from your customer’s perspective.
Begin your improvement process by mapping the experience you currently offer.
Learn about all areas of your customers’ lives, not just their product preferences.
Create a storyboard with composite customer personas to help you visualize the experience you want to design.
Build drama and excitement into every moment of your customer’s experience, including opening the product box.
What You Will Learn
1) How customer experience became the most important criterion in consumer brand choices and 2) What methods you can use to design your consumers’ experience.
Pufferfish: Solutions for Green, Sustainable MessagingChanel Turner
Visualise complex global data, explore environmental research in tactile and fun ways, transform weather data and track it live, spark discussion and debate, give a strong visual context to sustainable messaging, and showcase worldwide topics in a borderless view... and all while exploring global data in its inherent format - on a globe.
It sounds like the future, and it is. With Pufferfish, the future is now. Gather round!
For many brands, adapting to a visual social medium like Instagram has been simple: use it to evoke brand character, voice and purpose, all through the use of captivating imagery. But what about brands that are less easily definable by aesthetics alone?
Fortunately for these brands, Instagram is dimensionalizing beyond photo aesthetics. The platform is continuing to expand its experience, evolving from its focus on photographic purity towards using imagery, photographic or otherwise, as utility— narrative, gaming, information, tools and retail.
Conscious Closure: Designing Positive Break-Up ExperiencesPaul Taylor
Is it just me or do our services make it much easier to sign up than to close down? This talk aims to highlight the issues that can arise when we fail to close customer relationships in an adequate manner and promotes the design of positive break-up experiences.
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.
X: The Experience When Business Meets Design - GetAbstract SummaryBrian Solis
X by Brian Solis Take-Aways
Designing a worthy customer experience is a competitive necessity.
Customers share their experiences via social media.
More buyers are basing their purchase decisions on the experiences that other consumers share.
Most companies fail to prioritize the customer experience.
Companies that believe in serving customers have a person or team responsible for designing each step of the customer experience.
Offering a great experience requires seeing things from your customer’s perspective.
Begin your improvement process by mapping the experience you currently offer.
Learn about all areas of your customers’ lives, not just their product preferences.
Create a storyboard with composite customer personas to help you visualize the experience you want to design.
Build drama and excitement into every moment of your customer’s experience, including opening the product box.
What You Will Learn
1) How customer experience became the most important criterion in consumer brand choices and 2) What methods you can use to design your consumers’ experience.
Pufferfish: Solutions for Green, Sustainable MessagingChanel Turner
Visualise complex global data, explore environmental research in tactile and fun ways, transform weather data and track it live, spark discussion and debate, give a strong visual context to sustainable messaging, and showcase worldwide topics in a borderless view... and all while exploring global data in its inherent format - on a globe.
It sounds like the future, and it is. With Pufferfish, the future is now. Gather round!
Presentation from NRF 2023: Retail's Big Show.
Cassidy Beadle, Accenture
Ron Singler, IA Interior Architects
The 2023 NYC virtual store tour features the year’s most beautiful, captivating and innovative store openings. This presentation from Accenture and the Retail Design Institute will guide us through the city’s not-to-be-missed new stores--sparking creativity and fresh ideas. Join us as we see the latest retail design trends, technology and innovation in fashion, home, food and more.
An Event Marketer's Guide to 2017's Biggest TrendsagencyEA
To help navigate this environment, agencyEA leveraged the collective knowledge of our cross-functional team, along with insights spanning B2B and B2C, to explore the emerging trends and cutting-edge strategies influencing the brand experience industry. From personalized activations to shareable content to immersive technology, we’re sharing our predictions and the ways marketers can use these trends to meet their most challenging goals in the year ahead.
Curating Remarkable Experiences Through Experience DesignSherwin Torres
The ability to design remarkable experiences is a capability which is an ever growing desire for businesses to have. A focus on User Experience (UX), Customer Experience (CX) and Brand Experience (BX) have proven to elevate brand affinity as well as customer satisfaction. As time goes on, it is becoming harder and harder to innovate as experiences tend to mimic one another in the name of best practice principles. Through experience design thought leadership there are underlying key themes which allow organisations to break through the noise and create truly meaningful experiences with technology.
We live in a world of ‘digital immersion’ and today’s customers don’t see your company through a channel-focused lens – they view the experience they have as ‘one experience’, irrespective of channel.
This presentation will explore the challenges that not only lay ahead, but also probe some ideas on how you can foster the type of engagement which moves beyond the traditional view of customer loyalty and into the world of cultivating fanatical brand advocacy.
SUMMARY
“Our job, says Amazon CEO Bezos, is to invent new options that nobody’s ever thought of before and see if customers like them.”
The World’s Most Innovative Company - Fast Company March 2017
Deloitte and Touche found that customer-centric companies were 60% more profitable compared to companies that were not focused on the customer. Having a strong company wide customer focus is more important than being agile alone to create high-performance design. Learn how to keep the customers needs, emotions and behavioral actions at the center of every design to generate the most value. Harvesting insights from feedback and driving them back into the customer experience with speed at scale makes a company innovative and agile.
Understanding the mindset driving this way of working is the key to creating high-performance design. Embodying this mindset will give you the power to create a customer-centric culture where you are free to rapidly test and ship your most innovative ideas daily, ultimately delivering more value to your customers sooner.
AT THE END OF THIS WORKSHOP, YOU WILL BE ABLE TO
Describe a customer-centric design process.
Outline and identify your customer feedback learning loop at every step of the design and product development process to drive continuous innovation, optimization and value.
Explain and embody the mindset that drives the culture, team, process, tools and technology choices required to build this customer-centric future.
3/3 of the Digital Digest series. This presentation explores the impact of Augmented Reality (AR) on consumer behavior and marketing strategies.
This presentation provides highlights of AR's revolutionary nature in overlaying virtual elements onto the real world.
10 Insightful Quotes On Designing A Better Customer ExperienceYuan Wang
In an ever-changing landscape of one digital disruption after another, companies and organisations are looking for new ways to understand their target markets and engage them better. Increasingly they invest in user experience (UX) and customer experience design (CX) capabilities by working with a specialist UX agency or developing their own UX lab. Some UX practitioners are touting leaner and faster ways of developing customer-centric products and services, via methodologies such as guerilla research, rapid prototyping and Agile UX. Others seek innovation and fulfilment by spending more time in research, being more inclusive, and designing for social goods.
Experience is more than just an interface. It is a relationship, as well as a series of touch points between your brand and your customer. Here are our top 10 highlights and takeaways from the recent UX Australia conference to help you transform your customer experience design.
For full article, continue reading at https://yump.com.au/10-ways-supercharge-customer-experience-design/
You’re not the expert. Your customers are, and who your customer is, is changing rapidly. Learn more about the digital consumer, how to bring new life to your customer experience, and inspire your team with workshop activities. Take a deeper look into the key drivers of your business, reinvigorate your customer experience, and gain insight from one of the newest inspiring entrepreneurs, who built his business around an out-of-the-ordinary customer experience. Why not create an experience that will leave your customers talking and sharing your brand with everyone? These musings were gathered after attending the Next Generation Customer Experience Conference in San Diego, March 2015.
BrandSquare Live Session: Does Your Brand Walk the Walk?BrandSquare
The internet has created an opportunity -- a mandate -- for brands
to connect their words to actions in order to convince people that they're
worthy of the consumers' hard earned dollar. So brands have a choice: they
can continue to "talk the talk" about their values -- or they can "walk the
walk" with impactful programs that directly involve consumers in expressing
those values. The difference is crucial. Does Your Brand Walk the Walk?
Presentation from NRF 2023: Retail's Big Show.
Cassidy Beadle, Accenture
Ron Singler, IA Interior Architects
The 2023 NYC virtual store tour features the year’s most beautiful, captivating and innovative store openings. This presentation from Accenture and the Retail Design Institute will guide us through the city’s not-to-be-missed new stores--sparking creativity and fresh ideas. Join us as we see the latest retail design trends, technology and innovation in fashion, home, food and more.
An Event Marketer's Guide to 2017's Biggest TrendsagencyEA
To help navigate this environment, agencyEA leveraged the collective knowledge of our cross-functional team, along with insights spanning B2B and B2C, to explore the emerging trends and cutting-edge strategies influencing the brand experience industry. From personalized activations to shareable content to immersive technology, we’re sharing our predictions and the ways marketers can use these trends to meet their most challenging goals in the year ahead.
Curating Remarkable Experiences Through Experience DesignSherwin Torres
The ability to design remarkable experiences is a capability which is an ever growing desire for businesses to have. A focus on User Experience (UX), Customer Experience (CX) and Brand Experience (BX) have proven to elevate brand affinity as well as customer satisfaction. As time goes on, it is becoming harder and harder to innovate as experiences tend to mimic one another in the name of best practice principles. Through experience design thought leadership there are underlying key themes which allow organisations to break through the noise and create truly meaningful experiences with technology.
We live in a world of ‘digital immersion’ and today’s customers don’t see your company through a channel-focused lens – they view the experience they have as ‘one experience’, irrespective of channel.
This presentation will explore the challenges that not only lay ahead, but also probe some ideas on how you can foster the type of engagement which moves beyond the traditional view of customer loyalty and into the world of cultivating fanatical brand advocacy.
SUMMARY
“Our job, says Amazon CEO Bezos, is to invent new options that nobody’s ever thought of before and see if customers like them.”
The World’s Most Innovative Company - Fast Company March 2017
Deloitte and Touche found that customer-centric companies were 60% more profitable compared to companies that were not focused on the customer. Having a strong company wide customer focus is more important than being agile alone to create high-performance design. Learn how to keep the customers needs, emotions and behavioral actions at the center of every design to generate the most value. Harvesting insights from feedback and driving them back into the customer experience with speed at scale makes a company innovative and agile.
Understanding the mindset driving this way of working is the key to creating high-performance design. Embodying this mindset will give you the power to create a customer-centric culture where you are free to rapidly test and ship your most innovative ideas daily, ultimately delivering more value to your customers sooner.
AT THE END OF THIS WORKSHOP, YOU WILL BE ABLE TO
Describe a customer-centric design process.
Outline and identify your customer feedback learning loop at every step of the design and product development process to drive continuous innovation, optimization and value.
Explain and embody the mindset that drives the culture, team, process, tools and technology choices required to build this customer-centric future.
3/3 of the Digital Digest series. This presentation explores the impact of Augmented Reality (AR) on consumer behavior and marketing strategies.
This presentation provides highlights of AR's revolutionary nature in overlaying virtual elements onto the real world.
10 Insightful Quotes On Designing A Better Customer ExperienceYuan Wang
In an ever-changing landscape of one digital disruption after another, companies and organisations are looking for new ways to understand their target markets and engage them better. Increasingly they invest in user experience (UX) and customer experience design (CX) capabilities by working with a specialist UX agency or developing their own UX lab. Some UX practitioners are touting leaner and faster ways of developing customer-centric products and services, via methodologies such as guerilla research, rapid prototyping and Agile UX. Others seek innovation and fulfilment by spending more time in research, being more inclusive, and designing for social goods.
Experience is more than just an interface. It is a relationship, as well as a series of touch points between your brand and your customer. Here are our top 10 highlights and takeaways from the recent UX Australia conference to help you transform your customer experience design.
For full article, continue reading at https://yump.com.au/10-ways-supercharge-customer-experience-design/
You’re not the expert. Your customers are, and who your customer is, is changing rapidly. Learn more about the digital consumer, how to bring new life to your customer experience, and inspire your team with workshop activities. Take a deeper look into the key drivers of your business, reinvigorate your customer experience, and gain insight from one of the newest inspiring entrepreneurs, who built his business around an out-of-the-ordinary customer experience. Why not create an experience that will leave your customers talking and sharing your brand with everyone? These musings were gathered after attending the Next Generation Customer Experience Conference in San Diego, March 2015.
BrandSquare Live Session: Does Your Brand Walk the Walk?BrandSquare
The internet has created an opportunity -- a mandate -- for brands
to connect their words to actions in order to convince people that they're
worthy of the consumers' hard earned dollar. So brands have a choice: they
can continue to "talk the talk" about their values -- or they can "walk the
walk" with impactful programs that directly involve consumers in expressing
those values. The difference is crucial. Does Your Brand Walk the Walk?
Similar to Adobe 2015 paul taylor v1.3 (20 mins) (20)
16. 16
Virtual space
Emotional spacePhysical space
WE CALL IT
STORYSCAPING
A landscapeof emotional
engagement and experiences where
consumers connect with stories at
any point and in any channel,
allowing the brand to become part
of the consumer’s story.
Invite and create action among
your target audience. Get rid of the
full stop and replace it with a
comma, to make it intuitive for
consumers
How many user experience people do we have in the audience today
UX is a very detailed discipline, the devil is in the details, quotes?
---
UX is a great discipline, its fun, its valuable and we get to do a lot of things – user centrered design, design thinking, contextual research, enthnography, wireframing, protoyping, coding, stakeholder interview…
But typically we don’t often get to think a lot about BRAND.
Connecting brand to experience
It’s not just functional; customers are people too
When we do get to think about brand, its usually just the brand guidelines which we apply to our designs.
Or sometimes we might get to go a bit further and are given a list of brand values to work with – that still doesn’t put us in a great place to truly integrate brand in what we are designing.
Now that’s one end of the spectrum.
At the other end of the spectrum we have heavily brand led experiences like Redbull.
Where does UX come in? Isn’t this what traditional ad agencies do? Are these things related? Isnt that just content and videos that the client adds after we have done the UX?
Well we think as that UX’ers we can go a bit further…
We think that as UX’ers we need to go a bit further into BRANDED STORYTELLING
And I’m going to explain how combining BRANDED STORYTELLING with EXPERIENCE can lead to more LOYALTY from USERS and more VALUE for our CLIENTS
How does it work? It all starts with a blue bear
Teddy bears fill a user need – kids want something to cuddle and play with and apply characteristics to so it becomes their friend.
A blue bear fills this need. It doesn’t do much else. A blue bear like this would typically cost around $8.
Creates value for customers and also for the American Girl brand
We call this STORYSCAPING – definition on slide
Now that's a lot to take on, working with clients (or if you work in one silo'd area of a business) sometimes it can be difficult enough to get them to agree on the requirements or making a website that works for users across all devices or to drop support for IE5.5 (small battles)
It also involves a lot of new stakeholders across the organisation from marketing and brand teams who might not even know each other let alone be aligned with each other to do this to create loyalty from our users and value for the business
This why we need an Organising Idea
STORY + EXPERIENCE + INNOVATION
How do we connect these things?
Through a way of working we call story-scaping; merging people’s connection at a physical level, emotional level and virtual level, all built around a single organizing idea
ORGANISING IDEA
Toys R Us – PLAY WITH POSSIBILITIES
Or VISIT FLORIDA
Toys R Us – PLAY WITH POSSIBILITIES
Or VISIT FLORIDA
Toys R Us – PLAY WITH POSSIBILITIES
We’ve only just begun
I’m not just talking about wearables, fitbits and virtual reality
Design lives on more devices, touches more lives, there’s a lot of work to do and that’s good for us, bigger canvas to paint on
Artificial intelligence – who’s worried about that!? Someone needs to design how it works for humans
Whole body Interactions – right now we design for micro interactions, thumb gesture, mouse, click, soon enough we are going to be designing for smart body interactions, look at wearables
Touchless interfaces – Google Project Soli is developing a new interaction sensor using radar technology. The sensor can track sub-millimeter motions at high speed and accuracy. It fits onto a chip, can be produced at scale and built into small devices and everyday objects.
Thought Activated Technology – Boston uni, can wake a sleeping animal from a thought, we have to design these experiences
Its getting creepier and creepier but its also broadening what we can do as designers.
Design lives on more devices, touches more lives, there’s a lot of work to do and that’s good for us, bigger canvas to paint on
- Artificial intelligence – who’s worried about that!? Nano technology
- Whole body Interactions – right now we design for micro interactions, thumb gesture, mouse, click, soon enough we are going to be designing for smart body interactions, look at wearables
Touchless interfaces – Google Project Soli is developing a new interaction sensor using radar technology. The sensor can track sub-millimeter motions at high speed and accuracy. It fits onto a chip, can be produced at scale and built into small devices and everyday objects.
Physical Game environments
- Thought Activated Technology – Boston uni, can wake a sleeping animal from a thought, we have to design these experiences
Implant-able technology – its getting creepier and creepier but its also broadening what we can do as designers.
Lots of future experiences for Adobe to manage for us! : )