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Customer centric transformation
The document discusses the importance of customer-centric transformation in digital initiatives, emphasizing that digital transformation must prioritize user experience. It outlines various concepts related to virtual, augmented, and mixed reality, and introduces a UX framework for enhancing customer journeys. The takeaway is to design experiences around customer needs rather than focusing solely on screens.
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Customer centric transformation
- 1. Digital transformation without customer-centric transformation makesno sense Johan Verhaegen - UX Strategist
- 3. Virtual Reality VR placesthe user in another location entirely. Wired Magazine, May 2016
- 4. Augmented Reality In augmentedreality, the visible natural world is overlaid with a layer of digital
- 6. Mixed Reality In mixedreality, virtual objects are integrated into and responsive to the
- 11. Photo by Courtesyof Warner Bros. Picture - © 2013 - Untitled Rick Howard Company LLC
- 13. UX FRAMEWORK © 2016Human Interface Group CUSTOMER JOURNEY CUSTOMER INSIGHT DESIGN VISION VALUE PROPOSITION
- 14. © 2016 HumanInterface Group CUSTOMER JOURNEY
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- 16. Research to understandthe problem
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- 18. for the perfectcustomer journey…
- 19. © 2016 HumanInterface Group EXPERIENCE MAP SERVICE BLUEPRINT CUSTOMER JOURNEY
- 20. © 2016 HumanInterface Group EXPERIENCE MAP
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- 23. © 2016 HumanInterface Group SERVICE BLUEPRINT
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- 25. CUSTOMER JOURNEY CUSTOMER INSIGHT DESIGN VISION UX FRAMEWORK ©2016 Human Interface Group VALUE PROPOSITION
- 26. Design experiences insteadof screens Use a UX framework to create new experiences Put the customer at the center of every digital transformation project TAKEAWAYS
- 27. Contact us De Regenboog11 2800 Mechelen Belgium www.higroup.com +32 (0)15 40 01 38 Follow us Human Interface Group @higroup Human Interface Groupjohan.verhaegen@higroup.com Thank you!
Editor's Notes
- #6 https://youtu.be/4EvNxWhskf8 cf. SnapChat wearable
- #10 Voice driven interfaces Siri OK Google Amazon Echo => (not portable) Most used in the kitchen Play a song Control smart lights Set a time
- #11 Yuval Harari: “Books are beginning to read people in a more careful way than people read books. Your Kindle is analysing all the time how you read. When it is connected to face-recognition algorithms it will be able to know the exact emotional impact of every sentence. Imagine what kind of stories you could create if you knew those things.” https://www.theguardian.com/lifeandstyle/2016/aug/27/yuval-noah-harari-we-are-quickly-acquiring-powers-that-were-always-thought-to-be-divine
- #12 Her – 2013 A lonely writer (Theodore Twombly) develops an unlikely relationship with his newly-purchased operating system that's designed to meet his every need. Installs a new OS, with Samantha as a voice. No more tapping, pointing or clicking, every interactions happens via conversational user interface.
- #13 You’ll need more than your traditional design tools
- #15 Customer journey visualizes how a customer interacts with your organization or your product, over the entire lifecycle
- #22 “Nobel Prize-winning psychologist Daniel Kahneman, saw confirmation of a psychological heuristic called the peak-end rule: people’s memories of an experience are based on a rough average of the most intense moment (the peak) and the final moment (the end).” https://www.smashingmagazine.com/2016/08/user-memory-design-how-to-design-for-experiences-that-last/?ref=mybridge.co
- #28 Customer journey toevoegen