As services become more interconnected across channels and devices—and more importantly across time and space—it’s becoming increasingly important to find ways to gain insight about customers’ interactions with your product or service. Whether it’s an expanding digital product ecosystem, a cross-channel retail experience, or a complex, intangible service experience -- how do we design experiences that unfold over time and through changing contexts? How do we ramp up new cross-functional teams that don't have a shared sense of process or methodology? But the mandate is there, design a holistic experience seamlessly spanning the whole customer journey. How do you design this journey? One where each moment your organization touches or connects with a person’s life is appropriate, relevant, meaningful, and endearing? In this talk, I'll focus on the touchpoint—where customers connect with your product or service. I'll discuss how to orchestrate these moments across the end-user's journey.
As services become more interconnected across channels and devices - and more importantly across time and space - it’s becoming increasingly important to find ways to gain insight about customers’ interactions with your product or service.
In this talk, I focus on the power and peril of the touchpoint - where customers connect with your product or service. I discuss how to orchestrate these moments across increasingly complex journeys.
Designing for Multi-touchpoint ExperiencesJamin Hegeman
Want to help your team and stakeholders develop a mindset for designing and delivering multi-touchpoint service experiences before getting caught up in constraints and requirements? Could you use a fun, experience-driven method to level the playing field and get multidisciplinary teams working together to generate ideas?
During the first part of this service experience workshop, we’ll use an acting method called ‘service storming’ to rapidly generate ideas for a service concept across multiple touchpoints. This simple, but powerful tool will help teams cover a wide range of experiences in a short time period.
After acting out some service experiences, we’ll focus on making them operational. For this, we will turn to the service blueprint, a service design tool that helps you capture experience across time and touchpoints in a way that many teams and stakeholders can understand and design from.
Together, these tools will help you and your teams develop a service mindset, work better across disciplines, and move from ideation to execution of multi-touchpoint service experiences.
What you’ll get in this workshop:
A great team building exercise that gets people thinking outside of the box, screen, or whatever constrains them
An introduction to service storming, a great ideation method that using acting as a way to generate and communication service concepts
An introduction to service blueprints, an operational tool used to visualize the touchpoints and backend systems needed to realize service experiences
Improving the digital customer journey to drive bookingstnooz
Digital is rapidly changing how customers expect you to interact with them throughout their travel journey.
From research to in-experience to post-visit – an expanding opportunity of addressable interactions can drive customer engagement throughout the process. How do you prioritize these opportunities to maximize bookings?
Join Merkle for a FREE webinar to understand how you can improve your digital visibility in the travelers' journey and how you should prioritize your efforts to maximize these opportunities.
In this FREE webinar, you’ll learn how to:
engage the right customers earlier in the process
deliver experience to keep engagement throughout the travel journey
enable customers to share positive experiences that influence other relevant desired segments
leverage first-party data to improve customer experience at each stage
Panelists for this FREE webinar are:
Pat McInerney, Senior Account Executive, Google
Ryan Gibson, EVP, Marketing Strategy, Merkle | RKG
Matt Naeger, EVP, Digital Strategy, Merkle
Kevin May, Senior Editor & Moderator, Tnooz
Gene Quinn, CEO & Producer, Tnooz
This FREE webinar took place on Thursday, the first day of October.
Chris Risdon - Orchestrating Touchpoints (From Business to Buttons 2014)inUse
As services become more interconnected across channels and devices—and more importantly across time and space—it’s becoming increasingly important to find ways to gain insight about customers’ interactions with your product or service.
Whether it’s an expanding digital product ecosystem, a cross-channel retail experience, or a complex, intangible service experience -- how do we design experiences that unfold over time and through changing contexts? How do we ramp up new cross-functional teams that don't have a shared sense of process or methodology? But the mandate is there, design a holistic experience seamlessly spanning the whole customer journey. How do you design this journey? One where each moment your organization touches or connects with a person’s life is appropriate, relevant, meaningful, and endearing?
In this talk, I'll focus on the power and peril of the touchpoint—where customers connect with your product or service.
I'll discuss how to orchestrate these moments across the end-user's journey.
This presentation is aimed at helping organisations improve their brand proposition, by being truly focused on the customer.
It is part of workshop programme, focusing on the value of customer experience.
Traditional customer journey maps tend to only look for those parts of its customers’ lives that it has some direct interest or control over.
That makes them insular, even blinkered.
It teaches organisations to only see half the story and lose the context.
To see the product, the process, not the person.
This presentation will show you not only where customer journey maps went wrong, but how to fix it.
It will point towards the next generation - more akin to a customer landscape than a map.
We call them Lifelines.
Customer Journey Mapping. Reinvented.
As services become more interconnected across channels and devices - and more importantly across time and space - it’s becoming increasingly important to find ways to gain insight about customers’ interactions with your product or service.
In this talk, I focus on the power and peril of the touchpoint - where customers connect with your product or service. I discuss how to orchestrate these moments across increasingly complex journeys.
Designing for Multi-touchpoint ExperiencesJamin Hegeman
Want to help your team and stakeholders develop a mindset for designing and delivering multi-touchpoint service experiences before getting caught up in constraints and requirements? Could you use a fun, experience-driven method to level the playing field and get multidisciplinary teams working together to generate ideas?
During the first part of this service experience workshop, we’ll use an acting method called ‘service storming’ to rapidly generate ideas for a service concept across multiple touchpoints. This simple, but powerful tool will help teams cover a wide range of experiences in a short time period.
After acting out some service experiences, we’ll focus on making them operational. For this, we will turn to the service blueprint, a service design tool that helps you capture experience across time and touchpoints in a way that many teams and stakeholders can understand and design from.
Together, these tools will help you and your teams develop a service mindset, work better across disciplines, and move from ideation to execution of multi-touchpoint service experiences.
What you’ll get in this workshop:
A great team building exercise that gets people thinking outside of the box, screen, or whatever constrains them
An introduction to service storming, a great ideation method that using acting as a way to generate and communication service concepts
An introduction to service blueprints, an operational tool used to visualize the touchpoints and backend systems needed to realize service experiences
Improving the digital customer journey to drive bookingstnooz
Digital is rapidly changing how customers expect you to interact with them throughout their travel journey.
From research to in-experience to post-visit – an expanding opportunity of addressable interactions can drive customer engagement throughout the process. How do you prioritize these opportunities to maximize bookings?
Join Merkle for a FREE webinar to understand how you can improve your digital visibility in the travelers' journey and how you should prioritize your efforts to maximize these opportunities.
In this FREE webinar, you’ll learn how to:
engage the right customers earlier in the process
deliver experience to keep engagement throughout the travel journey
enable customers to share positive experiences that influence other relevant desired segments
leverage first-party data to improve customer experience at each stage
Panelists for this FREE webinar are:
Pat McInerney, Senior Account Executive, Google
Ryan Gibson, EVP, Marketing Strategy, Merkle | RKG
Matt Naeger, EVP, Digital Strategy, Merkle
Kevin May, Senior Editor & Moderator, Tnooz
Gene Quinn, CEO & Producer, Tnooz
This FREE webinar took place on Thursday, the first day of October.
Chris Risdon - Orchestrating Touchpoints (From Business to Buttons 2014)inUse
As services become more interconnected across channels and devices—and more importantly across time and space—it’s becoming increasingly important to find ways to gain insight about customers’ interactions with your product or service.
Whether it’s an expanding digital product ecosystem, a cross-channel retail experience, or a complex, intangible service experience -- how do we design experiences that unfold over time and through changing contexts? How do we ramp up new cross-functional teams that don't have a shared sense of process or methodology? But the mandate is there, design a holistic experience seamlessly spanning the whole customer journey. How do you design this journey? One where each moment your organization touches or connects with a person’s life is appropriate, relevant, meaningful, and endearing?
In this talk, I'll focus on the power and peril of the touchpoint—where customers connect with your product or service.
I'll discuss how to orchestrate these moments across the end-user's journey.
This presentation is aimed at helping organisations improve their brand proposition, by being truly focused on the customer.
It is part of workshop programme, focusing on the value of customer experience.
Traditional customer journey maps tend to only look for those parts of its customers’ lives that it has some direct interest or control over.
That makes them insular, even blinkered.
It teaches organisations to only see half the story and lose the context.
To see the product, the process, not the person.
This presentation will show you not only where customer journey maps went wrong, but how to fix it.
It will point towards the next generation - more akin to a customer landscape than a map.
We call them Lifelines.
Customer Journey Mapping. Reinvented.
How Utilities Can Reduce Costs and Efficiently Handle High-Volume Customer Tr...E Source Companies, LLC
Every utility has customer transactions that seem to flow through the organization like a flood, leaving behind a trail of expenses and operational headaches. If only you could improve and streamline those most high-volume transactions, you'd have happier customers, happier customer service representatives, and happier executives. Journey-mapping offers a way to map, analyze, and visualize how a customer engages with your utility's products, services, online experiences, trade allies, marketing efforts, and other channels. It captures customers' needs, processes, and perceptions at each touchpoint.
Last October, utility professionals from all over the US and Canada gathered in Denver for three days for the 2015 E Source Forum. They learned tactics for dealing with increased customer expectations and lofty performance goals for demand-side management (DSM) programs, heard real-life tips for connecting with hard-to-reach customers, and discovered new end-use technologies to consider for programs.
What follows is a collection of insights that were share through these sessions.
The ultimate search of the perfect customer experience By Brian SolisJahia Solutions Group
Are you experienced?
The ultimate search of the perfect customer experience: What is means for brands and how to create them. Presented by Brian Solis.
Brian Solis is a principal analyst at Altimeter Group, a Prophet company. He is also an award-winning author, prominent blogger/writer, and keynote speaker.
A digital analyst, anthropologist, and futurist, Solis has studied and influenced the effects of emerging technology on business, marketing, and culture. His research and his books help executives, and also everyday people, better understand the relationship between the evolution of technology and its impact on business and society and also the role we each play in it. As a result of his work, Solis also helps leading brands, celebrities, and startups develop new digital transformation, culture 2.0, and innovation strategies and that enable businesses to adapt to new connected markets from the inside out.
The power of great customer experience in today’s world. Olivier Mourrieras &...Jahia Solutions Group
Very interactive session on Customer Experience by Olivier Mourrieras, CX consultant & former E-On Executive and Markus Edgar Hormeß, Service Innovation Expert, Global service Jam. Great start to this session with connected thumb wrestling among all audience! 'CX is the new battle field’. CX is more important than product and services. where the customers starts in your company?
Google Micromoments Guide to Winning the Shift to MobileBite Sized Media
It’s essential for brands to meet consumers in their moments of need. But how you meet them is equally important. If a brand’s message isn’t useful or relevant, people will simply move on to another brand. Here’s how marketers can create a strategy based on usefulness.
Service brands have additional branding options that product brands don’t have: The service experience.
This presentation features a framework and an applied case study on Service Branding or Branded Customer Experience – how to create a signature experience through the process of combining service design and branding – leaving customers with a unique story they can experience first-hand.
Approach presented at Service Design Network SDN Global Conference 2016 in Amsterdam #SDGC16 #ServiceBranding #BrandedCustomerExperience #BrandExperience
Customers increasingly expect a cohesive experience with your brand. Winning and retaining customers is dependent upon the totality of these experiences. Take a look at the not-so-distant past and how consumer expectations have shifted and matured in this quick review of what customer journey mapping is and why it's critical to optimizing engagement.
The Connected Consumer Journey: Navigating The MeleeAleesha Tully
Pre-digital advertisers just didn’t have to deal with the myriad of channels and touch points that we have today. And if you’re responsible for marketing a brand – this can be pretty overwhelming. This presentation takes a look at how simple, human, thinking can add clarity to consumer journey planning.
Why UI & UX Design Matters? For building digital and software productsBoldare
Ever stopped to think about good design? And how rare it sometimes seems to be?
A well-designed digital product does more than just function, it does so reliably and with a UX that gives the user exactly what they need and want (and often, more). In a world flooded with cheap products that do the bare minimum, a truly well-designed product stands out.
When you’re building digital products, good design matters. Investing in UX design during the initial development reduces overall costs, increases sales conversions, can boost customer loyalty, reduce the time to market, and increase ROI. This is why, at Boldare, we are intensely committed to great design.
You can check the full version at: https://boldare.click/whydesignmatters-ss
--
Join Boldare's newsletter to learn about a C-level point of view on user-centered design, software outsourcing services and the future of business.
Subscribe now --> https://go.boldare.com/newsletter-slideshare/
--
Mind the Map: A Nordic take on the Customer Journey and ExperienceOttoboni Helsinki
Why is #customerjourney a hot topic? Why and how should companies map customer experiences? This eBook presents in detail why and how you are able to discover, research and map your customer journey. With multi-strategy methods and a lot of design thinking, this is a Nordic take on mapping experiences.
analysis of why we are entering into an era where art and picture framing is a lucrative business opportunity and how our new concepts and innovations are disruptive giving us a unique competitive advantage
Personas and Value Proposition (updated version)Nina Jurcic
Presentation I held for participants of EAI360 based on my previous Persona&VP presentation (revisited). Keywords and topics: personas and value proposition: definition, goals, why do we need them, how to craft a persona and create a value proposition, examples.
Feel free to share and comment - @NinaYu
Increase Customer Participation in Value-Added Programs with Journey MappingE Source Companies, LLC
Your utility’s core business of delivering energy safely and reliably to commercial, industrial, and residential customers is running smoothly and efficiently. But getting customers to participate in optional offerings—whether they’re energy-efficiency programs or paperless billing—never seems to get easier. If anything, as you juggle the sometimes competing priorities of customer needs, commission edicts, and organizational goals, increasing program participation becomes more difficult. If you could improve the customer experience (CX) of those programs and make it easier for customers to engage and participate in them, you’d have happier customers, happier customer service representatives (CSRs), and happier executives. In short, it’d be paradise.
The sea of services designed expressly to influence behaviors—Behavior Change as Value Proposition—is growing. Technology has allowed these services to have a more pervasive role in people's lives, influencing their everyday behaviors. We're exiting the proof-of-concept first generation and entering the second generation, where we have a deeper understanding what it means design these behavior-influencing products at scale. When targeting behavior change, how do we integrate new methods, or remix existing methods, into our design and product development process? What are the considerations when scaling a behavior change value proposition?
Rapid Design & Experimentation for User-Centered Products :: UX Days Tokyo [A...Kate Rutter
A very basic and practical talk about supersimple methods that can dramatically increase the speed of your design practice. Applicable to both your personal design practice and for team practices. And based on the work of many amazing practitioners in the field. 45-min talk.
How Utilities Can Reduce Costs and Efficiently Handle High-Volume Customer Tr...E Source Companies, LLC
Every utility has customer transactions that seem to flow through the organization like a flood, leaving behind a trail of expenses and operational headaches. If only you could improve and streamline those most high-volume transactions, you'd have happier customers, happier customer service representatives, and happier executives. Journey-mapping offers a way to map, analyze, and visualize how a customer engages with your utility's products, services, online experiences, trade allies, marketing efforts, and other channels. It captures customers' needs, processes, and perceptions at each touchpoint.
Last October, utility professionals from all over the US and Canada gathered in Denver for three days for the 2015 E Source Forum. They learned tactics for dealing with increased customer expectations and lofty performance goals for demand-side management (DSM) programs, heard real-life tips for connecting with hard-to-reach customers, and discovered new end-use technologies to consider for programs.
What follows is a collection of insights that were share through these sessions.
The ultimate search of the perfect customer experience By Brian SolisJahia Solutions Group
Are you experienced?
The ultimate search of the perfect customer experience: What is means for brands and how to create them. Presented by Brian Solis.
Brian Solis is a principal analyst at Altimeter Group, a Prophet company. He is also an award-winning author, prominent blogger/writer, and keynote speaker.
A digital analyst, anthropologist, and futurist, Solis has studied and influenced the effects of emerging technology on business, marketing, and culture. His research and his books help executives, and also everyday people, better understand the relationship between the evolution of technology and its impact on business and society and also the role we each play in it. As a result of his work, Solis also helps leading brands, celebrities, and startups develop new digital transformation, culture 2.0, and innovation strategies and that enable businesses to adapt to new connected markets from the inside out.
The power of great customer experience in today’s world. Olivier Mourrieras &...Jahia Solutions Group
Very interactive session on Customer Experience by Olivier Mourrieras, CX consultant & former E-On Executive and Markus Edgar Hormeß, Service Innovation Expert, Global service Jam. Great start to this session with connected thumb wrestling among all audience! 'CX is the new battle field’. CX is more important than product and services. where the customers starts in your company?
Google Micromoments Guide to Winning the Shift to MobileBite Sized Media
It’s essential for brands to meet consumers in their moments of need. But how you meet them is equally important. If a brand’s message isn’t useful or relevant, people will simply move on to another brand. Here’s how marketers can create a strategy based on usefulness.
Service brands have additional branding options that product brands don’t have: The service experience.
This presentation features a framework and an applied case study on Service Branding or Branded Customer Experience – how to create a signature experience through the process of combining service design and branding – leaving customers with a unique story they can experience first-hand.
Approach presented at Service Design Network SDN Global Conference 2016 in Amsterdam #SDGC16 #ServiceBranding #BrandedCustomerExperience #BrandExperience
Customers increasingly expect a cohesive experience with your brand. Winning and retaining customers is dependent upon the totality of these experiences. Take a look at the not-so-distant past and how consumer expectations have shifted and matured in this quick review of what customer journey mapping is and why it's critical to optimizing engagement.
The Connected Consumer Journey: Navigating The MeleeAleesha Tully
Pre-digital advertisers just didn’t have to deal with the myriad of channels and touch points that we have today. And if you’re responsible for marketing a brand – this can be pretty overwhelming. This presentation takes a look at how simple, human, thinking can add clarity to consumer journey planning.
Why UI & UX Design Matters? For building digital and software productsBoldare
Ever stopped to think about good design? And how rare it sometimes seems to be?
A well-designed digital product does more than just function, it does so reliably and with a UX that gives the user exactly what they need and want (and often, more). In a world flooded with cheap products that do the bare minimum, a truly well-designed product stands out.
When you’re building digital products, good design matters. Investing in UX design during the initial development reduces overall costs, increases sales conversions, can boost customer loyalty, reduce the time to market, and increase ROI. This is why, at Boldare, we are intensely committed to great design.
You can check the full version at: https://boldare.click/whydesignmatters-ss
--
Join Boldare's newsletter to learn about a C-level point of view on user-centered design, software outsourcing services and the future of business.
Subscribe now --> https://go.boldare.com/newsletter-slideshare/
--
Mind the Map: A Nordic take on the Customer Journey and ExperienceOttoboni Helsinki
Why is #customerjourney a hot topic? Why and how should companies map customer experiences? This eBook presents in detail why and how you are able to discover, research and map your customer journey. With multi-strategy methods and a lot of design thinking, this is a Nordic take on mapping experiences.
analysis of why we are entering into an era where art and picture framing is a lucrative business opportunity and how our new concepts and innovations are disruptive giving us a unique competitive advantage
Personas and Value Proposition (updated version)Nina Jurcic
Presentation I held for participants of EAI360 based on my previous Persona&VP presentation (revisited). Keywords and topics: personas and value proposition: definition, goals, why do we need them, how to craft a persona and create a value proposition, examples.
Feel free to share and comment - @NinaYu
Increase Customer Participation in Value-Added Programs with Journey MappingE Source Companies, LLC
Your utility’s core business of delivering energy safely and reliably to commercial, industrial, and residential customers is running smoothly and efficiently. But getting customers to participate in optional offerings—whether they’re energy-efficiency programs or paperless billing—never seems to get easier. If anything, as you juggle the sometimes competing priorities of customer needs, commission edicts, and organizational goals, increasing program participation becomes more difficult. If you could improve the customer experience (CX) of those programs and make it easier for customers to engage and participate in them, you’d have happier customers, happier customer service representatives (CSRs), and happier executives. In short, it’d be paradise.
The sea of services designed expressly to influence behaviors—Behavior Change as Value Proposition—is growing. Technology has allowed these services to have a more pervasive role in people's lives, influencing their everyday behaviors. We're exiting the proof-of-concept first generation and entering the second generation, where we have a deeper understanding what it means design these behavior-influencing products at scale. When targeting behavior change, how do we integrate new methods, or remix existing methods, into our design and product development process? What are the considerations when scaling a behavior change value proposition?
Rapid Design & Experimentation for User-Centered Products :: UX Days Tokyo [A...Kate Rutter
A very basic and practical talk about supersimple methods that can dramatically increase the speed of your design practice. Applicable to both your personal design practice and for team practices. And based on the work of many amazing practitioners in the field. 45-min talk.
SxSW 2013: Behavior Change as Value PropositionChris Risdon
Design to support behavior change is getting increased exposure as technology has allowed products and services to have a more pervasive role in people's lives. But where does persuasion live? What's caused the tipping point for the growth of this new wave of services? The primary characteristic of our new, connected world is the increasing ubiquity of sensors providing the ability to collect data passively and present it back—via feedback loops and visualizations—in a meaningful way to the user. New "smart products" with personalized intelligence about our behavior help us track how many time we brush our teeth or walk the dog with the hope we'll be better at maintaining these habits. Where do these new offerings map on our landscape of products and services? While more products have an explicit influence on our daily lives, they require you to increasingly relinquish self-determination as a prerequisite for use. How do we design to support behavior change as a value proposition?
"What if this thing was magic?" The web is touching everyday objects now, and designing for the internet of things means blessing everyday objects, places, even people with extraordinary abilities—requiring designers, too, to break with the ordinary. Designing for this new medium is less a challenge of technology than imagination. Sharing a rich trove of examples, designer and author Josh Clark explores the new experiences that are possible when ANYTHING can be an interface.
The digital manipulation of physical objects (and vice versa) effectively turns all of us into wizards. Sling content between devices, bring objects to life from a distance, weave "spells" by combining speech and gesture. But magic doesn't have to be otherworldly; the UX of connected devices should build on the natural physical interactions we have everyday with the world around us. This new UX must bend technology to the way we live our lives, not the reverse. Explore the values and design principles that amplify our humanity, not just our superpowers.
Slides from Nate's IxDA & UPA & SVA talks in Los Angeles and New York in May and June of 2010. Most of these won't make any damn sense but more information is in the actual book here: http://bit.ly/ZlDoQ and on our site http://remoteusability.com.
Sketchnotes-SF Meetup :: Round 14 [Mon Jan 12, 2015]Kate Rutter
Deck from the Sketchnotes-SF meetup, in December 2014 at Neo [http://www.neo.com/]. We practiced sketchnoting skills and talked through the resulting work. We started with warm-ups and rapid rounds, then jumped into sketchnoting a short TED talk. Details on the meetup at: http://www.meetup.com/Sketchnotes-SF/events/219526214/
Mind the Gap: Designing the Space Between DevicesJosh Clark
There's untapped magic in the gaps between gadgets. Multi-screen design is a preoccupying problem as we try to fit our content into many different screens. But as devices multiply, the new opportunity is less about designing individual screens but designing interactions BETWEEN them—often without using a screen at all. Learn to create web and app experiences that share control among multiple devices, designing not only for screens but for sensors. The technology is already here in our pockets, handbags, and living rooms. Learn how to use it right now.
Midwest UX '12: Mapping the ExperienceChris Risdon
As services become more interconnected across channels and devices—and more importantly across time and space—it’s becoming increasingly important to find ways to gain insight about customers’ interactions with your service.
Experience maps offer a framework for mapping human experiences across multiple situations and interactions, helping to ensure that every occasion where your organization touches or connects with a person’s life is appropriate, relevant, meaningful, and endearing.
In this presentation I talk about orchestrating touchpoints and their channels through experience maps. I review an experience mapping framework that includes key components and how they’re used for designing for a multi-touchpoint experience. The presentation discusses the activities that feed the map so that it tells a tangible story, the key elements make up a useful and actionable map, and how to then define the characteristics of your mapped touchpoints. Experience maps are intended to be catalysts, not conclusions.
Measuring What Matters: A UX Approach to Metrics :: UX Days Tokyo [April 2015]Kate Rutter
This hands-on workshop guides participants through the process of defining a key use, identifying an actionable metric to measure and sketching out a plan to capture the data to measure progress over time. 5-hour workshop with handout templates.
There is a territory that exists in the borderlines between you and your customers. It’s a place where opportunity lives, if only you know where to look….
Mapping the customer experience: innovate using customer experience journey mapsJoyce Hostyn
Do you know what your organization looks like from your customer’s perspective? In the digital age, silos and organizational bureaucracy manifest themselves through your digital presence. You can bridge these silos and overcome a bureaucratic inside-out mindset by visualizing the customer (learner, elder, citizen, patient, employee) experience through a customer experience journey map that captures both actual and emotional aspects of the customer experience. Then, map in hand, you can use it to design great outside-in customer experiences for your organization.
This project is designed to plan a journey from one location to another in the field environment. It will provide you a map, directions & estimated time of arrival.
eMarketer Webinar: Consumer Digital Touchpoints—Email and BeyondeMarketer
Join eMarketer Principal Analyst David Hallerman and learn how brands can take the lessons learned from email and apply them to other important digital touchpoints.
LEAN DESIGN RESEARCH: DECODE, DEFINE, AND DEVELOP THE RIGHT SOLUTIONSarah Reid
A discovery phase is essential to a product’s success and is much more than just getting up to speed with stakeholders and documenting requirements. Before building anything you need to evaluate the strategy, create shared understanding, and build strong lines of communication. Dialexa has created a battle-tested discovery process that strikes the perfect balance between research and planning vs. designing and building. In this talk, you will learn various techniques to quickly extract data and synthesize it into meaningful information for business stakeholders, design teams, and development teams.
Presentation given during the 1st meeting of the Michigan Automotive & Mobility UX group on Thursday, 2/7/2019. Parrish Hanna of movotiv presented “10 Topics of Auto & Mobility UX” and the role that we as UX professionals play in these domains. Attendees include professionals from automotive OEMs, auto and mobility suppliers, design firms, Michigan universities, research companies, software companies and more.
The group also discussed potential topics and speakers for future monthly meetings. Find more information and join the group here: https://www.meetup.com/MichiganAutomotiveUX/
Use a Modern App Platform and AI to Deliver Frictionless Customer ExperiencesLCDF
For any business, the goal is to continue attracting new customers and
retain existing ones, all the while ensuring increased customer satisfaction
and revenue (not always in this order).
Talk presented at 2017 Digital Experience Strategy conference in Singapore. Presentation covers 1) Finding the 'T' in CX, UX, UI, 2) How to design with the customer first, 3) Common strategies for mobile vs. web and 4) Best practices to include East vs. West and conversational UI.
Answers to deliver outstanding customer experience with the Omni-Channel Appr...Comarch_Services
Answers to deliver outstanding customer experience with the Omni-Channel Approach - Examples
http://www.comarch.com/trade-and-services/our-solutions/comarch-ict/comarch-it-networks/comarch-contact-center/
10 year old communication design and web development agency based in Bangalore. Our client profile includes IT giants and promising startups. We follow a medium-agnostic approach to communication.
How Service Mapping Leads to Personalized TripsNearsoft
Personalized experiences provide the sort of engagement that makes a users feel in control to build an authentic trip from the moment they start planning it. Your goal as a travel company is to predict what customers want, the way they wanted and when they need it. That is not an easy task, but mapping your service will help you lead to action items to offer a personalized experience to your travelers.
Staffbus allows users to book buses for their daily commute to work for a simple monthly, weekly or daily subscription. We allow bus owners to register their buses on our platform and we find passengers to ride daily from the easy clicks of buttons on their mobile phones and devices. With this, users ride daily in clean, comfortable and roadworthy buses for a wholesome user experience while we share revenue with the bus owners.
Fast and Furious Customer Journey Mapping
Erinnert sich jemand an das Marken-Erlebnis, dass Sie bieten und redet darüber? Hört eigentlich jemand ihre Botschaft und glaubt dieser auch? In dieser Session lernen Sie einen einfachen Ansatz, entwickelt von der Standford University, der Ihre Marke vom Mitbewerb absetzt. Kommunizieren Sie mit Kunden und Mitarbeitern auf emotionaler Ebene zum perfekten Zeitpunkt. In unserer „Ich-Hier-Jetzt”-Wirtschaft ist Journey Mapping das Werkzeug um ihre Investitionen dort zu konzentrieren wo sie die besten Ergebnisse erzielen. Und Spaß macht es auch.
In today’s day and age, on-demand cab booking has become a popular practice. People reserve taxis that arrive on schedule, pick them up from a specified location, and take them where they need to go. Taxis have been around for a long time, but with the advent of mobile apps and Taxi Booking App Development services, cab hiring has become simpler.
Source: https://www.moontechnolabs.com/blog/take-your-app-cab-project-to-one-of-these-agencies-in-houston/
UX Week 2013: The New Me Generation: Behavior Change as Value PropositionChris Risdon
Design to support behavior change is getting increased exposure as technology has allowed products and services to have a more pervasive role in people’s lives. What impact does the ability to passively collect data and present it back in a meaningful way have in people’s lives?
We are interacting with this data of our everyday lives in new ways. Smart products with personalized intelligence about our behavior help us track how many times we brush our teeth or walk the dog, with the hope we’ll be better at maintaining these habits. Where do these new offerings map on our landscape of products and services? What impact does data have on our behavior? How do data vizualizations amplify persuasion and impact behavior? While more products have an explicit influence on our daily lives, they require you to increasingly relinquish self-determination as a prerequisite for use. How do we design to support behavior change as a value proposition?
Web Visions PDX '12: Applying Behavior DesignChris Risdon
Presentation given at WebVisions Portland. (for those that saw my SxSW presentation, presentation has been refined and updated)
More and more products and services are designed around motivating users and incentivizing change. Products and services in finance, health and the environment, among other areas, are increasingly designed around influencing behavior. Some are doing this better than others. There are useful academic models and patterns for applying persuasion techniques. However, these techniques tend to stand alone, separate from our proven methods and processes for designing for good user experiences.
From the UX Week description:
Have you ever wanted to make an orchestrated, integrated, cross-product, multi-channel, location-sensitive, smart commerce, service designed product ecosystem for the masses? Yes?! Then this workshop is for you! Except that in this workshop, we will throw out the buzz words and provide a sensible framework for bringing products and services into both the glory and the minutia of people’s everyday lives. We will focus on the power and peril of a touchpoint. Just because you can touch someone, does that mean you should? We will explore how you can ensure that every occasion where your organization touches or connects with a person’s life is appropriate, relevant, meaningful, and endearing.
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
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LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
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Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
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Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
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Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
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29. Journey
Hub of empathy,
understanding and strategy
Organization
Enabling design/
Supporting journey/
Transforming Enterprises
Change management
Process Engineering
Road mapping
30. Journey
Hub of empathy,
understanding and strategy
Organization
Enabling design/
Supporting journey/
Transforming Enterprises
Change management
Process Engineering
Road mapping
Touchpoint
(macrointeraction)
Envisioning
Designing the moment
31. Journey
Hub of empathy,
understanding and strategy
Organization
Enabling design/
Supporting journey/
Transforming Enterprises
Change management
Process Engineering
Road mapping
Interactions
Microinteractions
Touchpoint
(macrointeraction)
Envisioning
Designing the moment
32. Journey
Hub of empathy,
understanding and strategy
Interactions
Microinteractions
Touchpoint
(macrointeraction)
Envisioning
Designing the moment
Moment in time!
33. And what are the constraints and opportunities that
are afforded to us in designing those moments?
What are the interactions that
must occur to support that
moment—that touchpoint?
40. Touchpoint:
A point of interaction involving a
specific human need in a specific
time and place.
41. KOREA’S HOME PLUS
VIRTUAL GROCERY STORES
TOUCHPOINT
PURCHASE
GROCERIES
CHANNELS
PHYSICAL (BILLBOARD)
AND
MOBILE PHONE
42. KOREA’S HOME PLUS
VIRTUAL GROCERY STORES
TOUCHPOINT
PURCHASE
GROCERIES
The customer
doesn’t care about
the channels—but
we do.
We need to know
what limits us, or
what opportunities
we have: print
display, physical
environment,
mobile technology.
CHANNELS
PHYSICAL (BILLBOARD)
AND
MOBILE PHONE
50. (Simplified) Touchpoints for a car sharing service
Sign Up
specific need at
this time and place
channels involved
to support this
Desktop web
(provide information)
Mail/Keycard
(receive membership
card in mail)
Reserving Car
specific need at
this time and place
channels involved
to support this
Mobile App
(find reserve)
Text Msg
(confirm reservation
and location)
Begin Rental
specific need at
this time and place
channels involved
to support this
Keycard
(car entry)
In-dash screen
(PIN authorization)
Get Help/Support
specific need at
this time and place
channels involved
to support this
In-dash screen
(call for help/support)
Mobile phone
(call for help/support)
Some other touchpoints: finding parking, fueling car,
ending reservation, checking usage/billing
59. $2–$5 Billion
Planning
Design of
Services
$40 Billion
Ad Spend
Service
Anticipation
Gap
photo by Seal Beach ATThttp://www.adaptivepath.com/ideas/serious-service-sag/
Brandon Schauer
“You set their expectations high for
what you can do for them, maybe
even connect to some deep emotional
need, and then dash their hopes when
they experience the reality of your
service.”
60. Awareness Entry Engagement Action
Traditional Ad Spends Service Investments
OVERCOMING SAG
Capture lost revenues from the Service Anticipation Gap
by applying just a portion of the overwhelming ad spends
on the optimization and creation of services.
Fades quickly Long-lasting investment
Highly measurableInferences
Diminishing returns Increasing returns
61. Comcast CEO Brian Roberts vowed Tuesday to bring Uber-like
quality to the company's much-maligned customer service.
!
Uber is fantastic, he said, wielding his iPhone to demonstrate
a new Comcast app that lets customers schedule an
appointment and troubleshoot set-top boxes remotely. I need
to (be able) to push the button and see where my truck is.
We're beginning to make our service look like Uber.”
!
- USA TODAY
(Comcast is one of the most hated companies in the United
States ,because of it’s poor customer service)
62. Creating new and redefining existing staff roles
Changing internal metrics to measure a
cross-channel experience
Developing new business functions to support the
sustainability of the desired experience, e.g., a program
51
Moving Forward
63. 52
Airbnb commissioned a Pixar animator to storyboard an entire trip
experience frame by frame.
!
The 30 slides now hang around Airbnb’s product studio…each
radiating empathy for each particular emotional moment in a trip:
the guest’s arrival at the airport, her transportation, the first
interaction with the host, and more.
!
When we critique our designs, we
literally say, ‘Which frame is this helping
to improve?’
!
— Joe Gebbia, co-founder Airbnb
!
!
Fast Company, April 2014
“
”