Design research manual
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The document provides a checklist of steps to take when conducting design research interviews. It outlines preparing for the research by recruiting interviewees, deciding on research goals and testing procedures, and preparing for travel. This includes getting stakeholder input, booking locations, finalizing interview schedules, sending confirmations, practicing interviews, requesting documents and settling costs. It also includes arriving safely with proper SIM cards and travel supplies, documenting expenses, recording interviews, and taking agreed upon photographs. The overall document provides a thorough preparation checklist to help ensure design research interviews run smoothly and collect consistent, useful data.
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Design research initial
This document discusses various user research methods for understanding end users and their needs. It describes conducting field visits and contextual inquiries to observe users in their environments and ask how and why questions. The goal is to gain empathy for users and uncover patterns in their behaviors. Methods mentioned include user journeys, card sorting, and experience mapping to better understand users' activities, environments, interactions, and objectives.
London design researchv2
1. Design research was conducted through interviews and exercises with end users in their homes to understand their food routines, habits, and thought processes when ordering meals.
2. Findings included that distance to a restaurant is very important, familiarity breeds loyalty, and deals are always appreciated. The web is still a popular way to discover restaurants compared to mobile apps.
3. Next steps outlined include developing target personas to guide design decisions, further research with restaurants, and establishing design principles.
Philosophy of Fashion - Georg Simmel
The document discusses the benefits of exercise for both physical and mental health. Regular exercise can improve cardiovascular health, reduce symptoms of depression and anxiety, enhance mood, and reduce stress levels. Staying physically active for at least 30 minutes each day is recommended for overall health and well-being.
Simmel
Georg Simmel's 1903 work "The Metropolis and Mental Life" analyzes how life in cities differs from life in smaller towns. Simmel argues that the pace of life is faster in cities due to the intensity of external stimuli, requiring city dwellers to develop a rational and blasé attitude. In cities, individuality and uniqueness are valued over shared human qualities. The metropolis also provides a place for conflicts to occur and intensifies consciousness.
10 Steps to Mapping Your Customer Journey
This document outlines a 10 step process for mapping customer journeys. It begins with using quantitative data to identify problem areas, then qualitatively researching customers through personas, interviews, and workshops to create hypothesis journey maps. These maps are validated with customers and quantitatively to understand issues and root causes. Prioritized problems are then solved through designed improvements, with the final step being to share maps broadly to develop customer empathy.
TitleABC123 Version X1Comparison ShoppingQRB501 Ve
Title
ABC/123 Version X
1
Comparison Shopping
QRB/501 Version 11
1
Comparison Shopping
Background
Choose a product or service that you would like to purchase for your office or yourself: ______________
Search the internet to find three providers who have different prices for the product or service:
a.
b.
c.
Product Description
1. Describe in 2 to 4 sentences the product or service you wish to purchase.
2. Indicate the amount of money in dollars that you have budgeted to pay
for the product or service: $_________________
Product Comparison
3. Complete the chart below with information from your research.
Name of Provider
Link to Website
Price of Product
4. Compare in a total of 260 words the product or service offered on each website.
Website
Method of Delivery
Warranties
Tax Rates
Extra Components/Services
Other Differences
a.
b.
c.
Calculations
5. Suppose each of these products/services has a 30% markup based on selling price.
Calculate each supplier's cost for the product/service. [Hint: First find the markup in dollars, then use the formula Price=Cost + Markup to find the supplier's cost.]
Website a: (name)
Website b: (name)
Website c: (name)
Supplier’s Cost:
$
$
$
6. Now that you have calculated the cost of the product, use that information to calculate the percentage markup based on cost. [Hint: Percentage markup based on cost is = (Price-Cost)/Cost.]
Website a: (name)
Website b: (name)
Website c: (name)
Percentage Markup:
%
%
%
7. Calculate the percentage difference between the price you would like to pay and the price of the product/service.
Remember, this percentage will be positive if the price of the product or service is lower than the price you would like to pay. If the price is over-budget then there will be a negative number. If the price is under budget then there will be a positive number. [Hint: To calculate the percentage difference, you should use the formula: (Budget - Price)/Budget.]
Website a: (name)
Website b: (name)
Website c: (name)
Percentage Difference:
%
%
%
Analysis
8. Write a 175- to 350-word analysis of which product you would select for purchase. Keep in mind that your purchase decision does not necessarily have to be the product with the lowest cost but you should support your decision with information from your analysis.
Copyright © XXXX by University of Phoenix. All rights reserved.
Customer journey mapping -
where will it takes us?
Focus for this two part course
2
Purpose • Understand the value and application of customer journey mapping
Objectives
• Introduce the purpose of customer personas and customer journey mapping
• Understand where customer journey mapping fits in the Customer Centric Operating Model
• Explore the related CX tool kit elements: customer insight room, customer personas,
customer journey architecture, customer journey mapping and use stories
Outputs
• Customer journey mapping t ...
Increase Customer Participation in Value-Added Programs with Journey Mapping
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.
How Utilities Can Reduce Costs and Efficiently Handle High-Volume Customer Tr...
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.Recommended
Design research initial
This document discusses various user research methods for understanding end users and their needs. It describes conducting field visits and contextual inquiries to observe users in their environments and ask how and why questions. The goal is to gain empathy for users and uncover patterns in their behaviors. Methods mentioned include user journeys, card sorting, and experience mapping to better understand users' activities, environments, interactions, and objectives.
London design researchv2
1. Design research was conducted through interviews and exercises with end users in their homes to understand their food routines, habits, and thought processes when ordering meals.
2. Findings included that distance to a restaurant is very important, familiarity breeds loyalty, and deals are always appreciated. The web is still a popular way to discover restaurants compared to mobile apps.
3. Next steps outlined include developing target personas to guide design decisions, further research with restaurants, and establishing design principles.
Philosophy of Fashion - Georg Simmel
The document discusses the benefits of exercise for both physical and mental health. Regular exercise can improve cardiovascular health, reduce symptoms of depression and anxiety, enhance mood, and reduce stress levels. Staying physically active for at least 30 minutes each day is recommended for overall health and well-being.
Simmel
Georg Simmel's 1903 work "The Metropolis and Mental Life" analyzes how life in cities differs from life in smaller towns. Simmel argues that the pace of life is faster in cities due to the intensity of external stimuli, requiring city dwellers to develop a rational and blasé attitude. In cities, individuality and uniqueness are valued over shared human qualities. The metropolis also provides a place for conflicts to occur and intensifies consciousness.
10 Steps to Mapping Your Customer Journey
This document outlines a 10 step process for mapping customer journeys. It begins with using quantitative data to identify problem areas, then qualitatively researching customers through personas, interviews, and workshops to create hypothesis journey maps. These maps are validated with customers and quantitatively to understand issues and root causes. Prioritized problems are then solved through designed improvements, with the final step being to share maps broadly to develop customer empathy.
TitleABC123 Version X1Comparison ShoppingQRB501 Ve
Title
ABC/123 Version X
1
Comparison Shopping
QRB/501 Version 11
1
Comparison Shopping
Background
Choose a product or service that you would like to purchase for your office or yourself: ______________
Search the internet to find three providers who have different prices for the product or service:
a.
b.
c.
Product Description
1. Describe in 2 to 4 sentences the product or service you wish to purchase.
2. Indicate the amount of money in dollars that you have budgeted to pay
for the product or service: $_________________
Product Comparison
3. Complete the chart below with information from your research.
Name of Provider
Link to Website
Price of Product
4. Compare in a total of 260 words the product or service offered on each website.
Website
Method of Delivery
Warranties
Tax Rates
Extra Components/Services
Other Differences
a.
b.
c.
Calculations
5. Suppose each of these products/services has a 30% markup based on selling price.
Calculate each supplier's cost for the product/service. [Hint: First find the markup in dollars, then use the formula Price=Cost + Markup to find the supplier's cost.]
Website a: (name)
Website b: (name)
Website c: (name)
Supplier’s Cost:
$
$
$
6. Now that you have calculated the cost of the product, use that information to calculate the percentage markup based on cost. [Hint: Percentage markup based on cost is = (Price-Cost)/Cost.]
Website a: (name)
Website b: (name)
Website c: (name)
Percentage Markup:
%
%
%
7. Calculate the percentage difference between the price you would like to pay and the price of the product/service.
Remember, this percentage will be positive if the price of the product or service is lower than the price you would like to pay. If the price is over-budget then there will be a negative number. If the price is under budget then there will be a positive number. [Hint: To calculate the percentage difference, you should use the formula: (Budget - Price)/Budget.]
Website a: (name)
Website b: (name)
Website c: (name)
Percentage Difference:
%
%
%
Analysis
8. Write a 175- to 350-word analysis of which product you would select for purchase. Keep in mind that your purchase decision does not necessarily have to be the product with the lowest cost but you should support your decision with information from your analysis.
Copyright © XXXX by University of Phoenix. All rights reserved.
Customer journey mapping -
where will it takes us?
Focus for this two part course
2
Purpose • Understand the value and application of customer journey mapping
Objectives
• Introduce the purpose of customer personas and customer journey mapping
• Understand where customer journey mapping fits in the Customer Centric Operating Model
• Explore the related CX tool kit elements: customer insight room, customer personas,
customer journey architecture, customer journey mapping and use stories
Outputs
• Customer journey mapping t ...
Increase Customer Participation in Value-Added Programs with Journey Mapping
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.
How Utilities Can Reduce Costs and Efficiently Handle High-Volume Customer Tr...
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.Reduce Costs and Efficiently Handle High-Volume Customer Transactions with Jo...
Reduce Costs and Efficiently Handle High-Volume Customer Transactions with Jo...E Source Companies, LLC
Journey mapping allows utilities to analyze high-volume customer transactions from the customer's perspective. It identifies pain points and opportunities for improvement. A large Canadian utility used journey mapping to understand how customers set up new service after moving. This revealed issues like a difficult website navigation. Simple fixes reduced call volumes and costs. Journey mapping provides benefits like prioritizing improvements, but utilities can simplify the process using cloud-based software and expert guidance.UXPA 2021: Journey Mapping Tools and Techniques: Research, Design and Action ...
Presented by Josh DeLung. Journey mapping is a commonly used methodology in customer experience (CX) research that helps organizations understand different aspects of their relationship with customers. Through research, the hypothesized experience at each touchpoint with a customer is refuted or validated. This effort tells organizations where they are positively influencing customer retention and word-of-mouth or negatively influencing it. Once this is documented (mapped), the organization can more effectively plan actions that will result in a better experience. And by tying key CX metrics to sales or other goals, they can use journey mapping as a tool for uncovering CX investments that have the best return for the organization.
In UX strategy, journey mapping is an effective way to understand which touchpoints intersect with systems that could benefit from improved usability to increase user satisfaction, whether those users are employees, customers or citizens. This session will cover a four-step approach to effectively integrating journey mapping into your organization’s UX strategy process, inclusive of the applicable research methods and tools that help make journey mapping most effective.”
8recruitment Methods
The document discusses 8 user research recruitment methods that work well in India for usability testing. These include working with local organizations to recruit rural participants, using social media and online forums, tapping existing participant databases, cold calling from directories, recruiting in-person, using posters, distributing paper surveys, and handing out fliers. The key is to use a variety of customized methods suited to the target profiles and research needs.
Mapping the Customer Journey
Jennifer Ursich presents on mapping the customer journey. She discusses why customer journey mapping is important for ensuring customer value, renewals and revenue. The process involves planning, recruiting customers for site visits, conducting analysis and creating journey maps. Journey maps document all customer touchpoints and identify pain points, delights and opportunities for improvement to increase customer value. Continuous improvement involves utilizing journey maps in decision making and measuring success through KPIs and iterative changes.
Event Planning
Springfield Association for Women in Communications January 2011 Program: Event Planning presented by Karen Sanders, Executive Director of the LLCC Foundation
User experience map presentation (1)
The document discusses how to create a customer journey map. A customer journey map is a visual representation of a customer's experience with a company over time and across channels from the customer's perspective. It is used to understand customer expectations, identify opportunities to improve the customer experience, and ensure customers are treated appropriately throughout their journey. The key components of a customer journey map include personas, a timeline, touchpoints, channels, and emotions. The document outlines a nine step process for creating a customer journey map, which involves gathering research, brainstorming touchpoints and channels, creating an empathy map, sketching the journey, and refining and sharing the map.
User Experience Map Group Presentation
The document discusses how to create a customer journey map. A customer journey map is a visual representation of a customer's experience with a company over time and across channels from the customer's perspective. It is used to understand customer expectations, find opportunities to improve the customer experience, and explain the intended experience to a company. The key components of a journey map include personas, a timeline, touchpoints, channels, and emotions. The steps to create a journey map are to define goals, gather customer research, map touchpoints and channels, create an empathy map, brainstorm ideas, organize ideas, sketch the journey, refine the map, share it within the company, and maintain it over time.
User Experience Map Presentation
The document discusses how to create a customer journey map. A customer journey map is a visual representation of a customer's experience with a company over time and across channels from the customer's perspective. It is used to understand customer needs and pain points, improve the customer experience, and communicate the intended experience to an organization. The key components of a journey map are personas, a timeline, touchpoints, channels, and emotions. The steps to create a journey map are to define goals, gather customer research, map touchpoints and channels, create an empathy map, brainstorm improvements, organize ideas, sketch the journey, refine the map, share it within the organization, and maintain it over time.
Sharp Field Service Company Credentials V2
Sharp Field Services is an experienced research company with over 100 man-years of experience conducting over 1000 projects domestically and internationally. They utilize a variety of research methods like interviews, focus groups, surveys, and observations to handle automotive, social, pricing, and other types of studies across India through their network of field offices. They take quality seriously with trained interviewers, validation checks, and data cleaning to ensure accurate and reliable results are delivered on time and on budget.
Blending Product Discovery and Product Delivery
More and more organizations are realizing that while they are getting more done, they are not necessarily getting more value. More code does not mean more product and more product does not mean more market share. According to David Hussman, we need to shift our focus toward a balanced investment in discovery and delivery without going back to gathering big requirements up front. To accomplish this, we need to embrace new discovery metaphors and practices. David draws on his years of experience working with product managers, heads of product, and product owners as he introduces ideas like mapping teams to product, product discovery cadence that feeds a product delivery cadence, how to learn outside the code, and when it is essential to learn in the code. If you are looking for a post-agile gem, drop in and be ready to move on, building on the past success of agile methods while looking toward a future where product learning is valued over process worship.
Customer journey mapping - Peter
Customer journey mapping involves understanding the customer experience at each stage of their journey and dividing the journey into stages. It defines what customers need at each stage, who is involved, and plans activities to provide customers with what they want, when and where they want it. Mapping also plans for issues, assesses costs and measures effectiveness to improve the customer experience, increase satisfaction and reduce business costs.
Services marketing
Services marketing refers to the marketing of both business-to-consumer and business-to-business services. It focuses on the distinctive characteristics of services and how they affect customer behavior and marketing strategy. Services are activities that are often time-based and bring about desired results for customers without transferring ownership. In services marketing, the traditional 4Ps are adapted and expanded to the 7Ps, which include people, physical evidence, and processes involved in service delivery. Services marketing helps organizations design customer-focused processes to create quality experiences from the customer's perspective.
Cindy Chastain, SVP Customer Experience & Design, Mastercard
The document discusses developing a customer-centric digital strategy. It notes that digital strategy is not just about new technologies or marketing, but about designing business and driving cultural change with a focus on the customer experience. The customer journey from exploring options to purchase to ongoing use and renewal is important. Data, artificial intelligence, fintechs, and evolving customer expectations necessitate continuous evolution of the digital experience. Case studies on specific customer segments like gig workers and opportunities to enhance the debit ecommerce checkout journey are examined as examples. Developing a deep understanding of key customer journeys is emphasized as foundational to defining an effective digital strategy.
Orchestrating Touchpoints - Chris Risdon
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This document discusses the concept of touchpoints in designing customer experiences across multiple channels. It defines a touchpoint as a specific point of customer interaction that meets a human need at a certain time and place. Touchpoints should be designed holistically while considering the constraints and opportunities of different channels, as well as customers' feelings, thoughts and behaviors. The document also discusses how organizations can characterize, measure and design touchpoints to create a seamless customer journey and overcome gaps between anticipated and actual customer experiences.4. Mkt Research & Forcosting (4-7-22).pptx
Marketing research involves systematically collecting, analyzing, and reporting data to help solve marketing problems and make decisions. The marketing research process involves 6 steps: 1) defining the problem and objectives, 2) developing a research plan, 3) collecting data, 4) analyzing the data, 5) presenting findings, and 6) making decisions. American Airlines conducted research and found that offering in-flight internet access would appeal most to business travelers, could earn a profit if priced at $15-25 per flight, and would improve the airline's image and customer goodwill.
Continental presentation- MSIM 2016
1) The document proposes a new marketing strategy for Continental Airlines to bundle flight and concert ticket packages to increase customer base and revenue.
2) The approach involves using social network analysis and customer data to predict which target groups would be most likely to purchase flight and concert bundles for various concerts.
3) If successful, the new bundled marketing strategy could then be expanded to additional event types like conferences, product launches, movies, sports, and political rallies to further improve customer acquisition and retention.
Guideline for company visit
The document provides guidance for organizing a company tour for visitors such as educators and community members. It outlines steps to plan the tour including deciding who to invite, sending invitations and tracking RSVPs, informing employees, preparing for media, organizing the tour logistics, preparing displays and literature, and following up after the tour. Specific preparations for the March 11th 2017 tour at Dexon include assigning roles for event briefing, talking points, photography, timekeeping, tour route, sample boards, pop-up screens, and sending photos to the school. Safety protocols and guidelines are also addressed.
Effective Customer Journey Maps
Journey Maps are a popular and important method in customer and user experience optimization. Here are some best practices for creating Journey Maps that will be effective in transforming your customer’s experience. The infographic discusses:
-What journey maps are and why create them
-The high-level steps to create a customer journey map
-The essentials of effective customer journey maps
-The different types of journey maps (ex: Customer Lifecycle, Service Blueprint)
-An example customer journey.
Himesh Portfolio UX updated
Himesh Singh has over 7 years of experience in UX design. He has worked on projects for web and mobile at companies like MakeMyTrip, Fidelity International, and Times Internet. For his most recent project, he designed a live mobile bingo game from concept to completion. This included user research, prototyping, and collaborating with various teams to launch the game.
Sixty Design Tools
An inventory of ~60 design tools, organized by JJGs Elements of Design. Includes types of feedback appropriate at each level, and for each tool the input and capabilities necessary and the output you can expect. Kind of a lego kit for designers!
Timeless Principles of Good Design
Timeless Principles of Good Design from my 2015 Presentation at TYPO SF
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Journey mapping allows utilities to analyze high-volume customer transactions from the customer's perspective. It identifies pain points and opportunities for improvement. A large Canadian utility used journey mapping to understand how customers set up new service after moving. This revealed issues like a difficult website navigation. Simple fixes reduced call volumes and costs. Journey mapping provides benefits like prioritizing improvements, but utilities can simplify the process using cloud-based software and expert guidance.UXPA 2021: Journey Mapping Tools and Techniques: Research, Design and Action ...
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In UX strategy, journey mapping is an effective way to understand which touchpoints intersect with systems that could benefit from improved usability to increase user satisfaction, whether those users are employees, customers or citizens. This session will cover a four-step approach to effectively integrating journey mapping into your organization’s UX strategy process, inclusive of the applicable research methods and tools that help make journey mapping most effective.”
8recruitment Methods
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Jennifer Ursich presents on mapping the customer journey. She discusses why customer journey mapping is important for ensuring customer value, renewals and revenue. The process involves planning, recruiting customers for site visits, conducting analysis and creating journey maps. Journey maps document all customer touchpoints and identify pain points, delights and opportunities for improvement to increase customer value. Continuous improvement involves utilizing journey maps in decision making and measuring success through KPIs and iterative changes.
Event Planning
Springfield Association for Women in Communications January 2011 Program: Event Planning presented by Karen Sanders, Executive Director of the LLCC Foundation
User experience map presentation (1)
The document discusses how to create a customer journey map. A customer journey map is a visual representation of a customer's experience with a company over time and across channels from the customer's perspective. It is used to understand customer expectations, identify opportunities to improve the customer experience, and ensure customers are treated appropriately throughout their journey. The key components of a customer journey map include personas, a timeline, touchpoints, channels, and emotions. The document outlines a nine step process for creating a customer journey map, which involves gathering research, brainstorming touchpoints and channels, creating an empathy map, sketching the journey, and refining and sharing the map.
User Experience Map Group Presentation
The document discusses how to create a customer journey map. A customer journey map is a visual representation of a customer's experience with a company over time and across channels from the customer's perspective. It is used to understand customer expectations, find opportunities to improve the customer experience, and explain the intended experience to a company. The key components of a journey map include personas, a timeline, touchpoints, channels, and emotions. The steps to create a journey map are to define goals, gather customer research, map touchpoints and channels, create an empathy map, brainstorm ideas, organize ideas, sketch the journey, refine the map, share it within the company, and maintain it over time.
User Experience Map Presentation
The document discusses how to create a customer journey map. A customer journey map is a visual representation of a customer's experience with a company over time and across channels from the customer's perspective. It is used to understand customer needs and pain points, improve the customer experience, and communicate the intended experience to an organization. The key components of a journey map are personas, a timeline, touchpoints, channels, and emotions. The steps to create a journey map are to define goals, gather customer research, map touchpoints and channels, create an empathy map, brainstorm improvements, organize ideas, sketch the journey, refine the map, share it within the organization, and maintain it over time.
Sharp Field Service Company Credentials V2
Sharp Field Services is an experienced research company with over 100 man-years of experience conducting over 1000 projects domestically and internationally. They utilize a variety of research methods like interviews, focus groups, surveys, and observations to handle automotive, social, pricing, and other types of studies across India through their network of field offices. They take quality seriously with trained interviewers, validation checks, and data cleaning to ensure accurate and reliable results are delivered on time and on budget.
Blending Product Discovery and Product Delivery
More and more organizations are realizing that while they are getting more done, they are not necessarily getting more value. More code does not mean more product and more product does not mean more market share. According to David Hussman, we need to shift our focus toward a balanced investment in discovery and delivery without going back to gathering big requirements up front. To accomplish this, we need to embrace new discovery metaphors and practices. David draws on his years of experience working with product managers, heads of product, and product owners as he introduces ideas like mapping teams to product, product discovery cadence that feeds a product delivery cadence, how to learn outside the code, and when it is essential to learn in the code. If you are looking for a post-agile gem, drop in and be ready to move on, building on the past success of agile methods while looking toward a future where product learning is valued over process worship.
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Customer journey mapping involves understanding the customer experience at each stage of their journey and dividing the journey into stages. It defines what customers need at each stage, who is involved, and plans activities to provide customers with what they want, when and where they want it. Mapping also plans for issues, assesses costs and measures effectiveness to improve the customer experience, increase satisfaction and reduce business costs.
Services marketing
Services marketing refers to the marketing of both business-to-consumer and business-to-business services. It focuses on the distinctive characteristics of services and how they affect customer behavior and marketing strategy. Services are activities that are often time-based and bring about desired results for customers without transferring ownership. In services marketing, the traditional 4Ps are adapted and expanded to the 7Ps, which include people, physical evidence, and processes involved in service delivery. Services marketing helps organizations design customer-focused processes to create quality experiences from the customer's perspective.
Cindy Chastain, SVP Customer Experience & Design, Mastercard
The document discusses developing a customer-centric digital strategy. It notes that digital strategy is not just about new technologies or marketing, but about designing business and driving cultural change with a focus on the customer experience. The customer journey from exploring options to purchase to ongoing use and renewal is important. Data, artificial intelligence, fintechs, and evolving customer expectations necessitate continuous evolution of the digital experience. Case studies on specific customer segments like gig workers and opportunities to enhance the debit ecommerce checkout journey are examined as examples. Developing a deep understanding of key customer journeys is emphasized as foundational to defining an effective digital strategy.
Orchestrating Touchpoints - Chris Risdon
Orchestrating Touchpoints - Chris RisdonUniq UI: Usability, UX, and UI design, consulting and training
This document discusses the concept of touchpoints in designing customer experiences across multiple channels. It defines a touchpoint as a specific point of customer interaction that meets a human need at a certain time and place. Touchpoints should be designed holistically while considering the constraints and opportunities of different channels, as well as customers' feelings, thoughts and behaviors. The document also discusses how organizations can characterize, measure and design touchpoints to create a seamless customer journey and overcome gaps between anticipated and actual customer experiences.4. Mkt Research & Forcosting (4-7-22).pptx
Marketing research involves systematically collecting, analyzing, and reporting data to help solve marketing problems and make decisions. The marketing research process involves 6 steps: 1) defining the problem and objectives, 2) developing a research plan, 3) collecting data, 4) analyzing the data, 5) presenting findings, and 6) making decisions. American Airlines conducted research and found that offering in-flight internet access would appeal most to business travelers, could earn a profit if priced at $15-25 per flight, and would improve the airline's image and customer goodwill.
Continental presentation- MSIM 2016
1) The document proposes a new marketing strategy for Continental Airlines to bundle flight and concert ticket packages to increase customer base and revenue.
2) The approach involves using social network analysis and customer data to predict which target groups would be most likely to purchase flight and concert bundles for various concerts.
3) If successful, the new bundled marketing strategy could then be expanded to additional event types like conferences, product launches, movies, sports, and political rallies to further improve customer acquisition and retention.
Guideline for company visit
The document provides guidance for organizing a company tour for visitors such as educators and community members. It outlines steps to plan the tour including deciding who to invite, sending invitations and tracking RSVPs, informing employees, preparing for media, organizing the tour logistics, preparing displays and literature, and following up after the tour. Specific preparations for the March 11th 2017 tour at Dexon include assigning roles for event briefing, talking points, photography, timekeeping, tour route, sample boards, pop-up screens, and sending photos to the school. Safety protocols and guidelines are also addressed.
Effective Customer Journey Maps
Journey Maps are a popular and important method in customer and user experience optimization. Here are some best practices for creating Journey Maps that will be effective in transforming your customer’s experience. The infographic discusses:
-What journey maps are and why create them
-The high-level steps to create a customer journey map
-The essentials of effective customer journey maps
-The different types of journey maps (ex: Customer Lifecycle, Service Blueprint)
-An example customer journey.
Himesh Portfolio UX updated
Himesh Singh has over 7 years of experience in UX design. He has worked on projects for web and mobile at companies like MakeMyTrip, Fidelity International, and Times Internet. For his most recent project, he designed a live mobile bingo game from concept to completion. This included user research, prototyping, and collaborating with various teams to launch the game.
Sixty Design Tools
An inventory of ~60 design tools, organized by JJGs Elements of Design. Includes types of feedback appropriate at each level, and for each tool the input and capabilities necessary and the output you can expect. Kind of a lego kit for designers!
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本公司拥有海外各大学样板无数，能完美还原海外各大学 Bachelor Diploma degree, Master Degree Diploma
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3:国家专业人才认证中心颁发入库证书
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5:凡事获得留信网入网的信息将会逐步更新到个人身份内，将在公安局网内查询个人身份证信息后，同步读取人才网入库信息
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国外哥伦比亚大学哥伦比亚大学毕业证录取书办理过程：
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2开始安排制作毕业证成绩单电子图；
3毕业证成绩单电子版做好以后发送给您确认；
4毕业证成绩单电子版您确认信息无误之后安排制作成品；
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EASY TUTORIAL OF HOW TO USE CAPCUT BY: FEBLESS HERNANE
CapCut is an easy-to-use video editing app perfect for beginners. To start, download and open CapCut on your phone. Tap "New Project" and select the videos or photos you want to edit. You can trim clips by dragging the edges, add text by tapping "Text," and include music by selecting "Audio." Enhance your video with filters and effects from the "Effects" menu. When you're happy with your video, tap the export button to save and share it. CapCut makes video editing simple and fun for everyone!
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Design research manual
- 1. Design Research: To Do Lists
- 2. Design Research: Part 1: Recruiting interviewees Get stakeholder input and decide on target market research population (Marketing, Customer Care, Product/ Web team, CEO, etc.) ? Interviewee recruiting resources and ask marketing, used Craigslist or Gumtree ads, or reached out to recruiting agencies for interviewees in the Target Persona* range? Decided on the location of the research: If they are home visits, factor in the travel time of to and from locations (also the possible costs of using transportation like cabs, tube, etc)? If testing and research takes place in a neutral space, contact and book ahead of time co-working spaces or any other office space / meeting rooms that could be used. Finalize a list of appointments a week before arrival and keep a centralised spreadsheet with candidate contact information, address, and basic stats? Send out confirmations of time and place and also Thank You vouchers to everyone else who responded to the request? Did you...
- 3. Design Research: Part 2: Goals Decide on research goals and the battery of tests that will be used to achieve the goals? Practice interviews or agree on the battery of tests in office. Have an agreed upon series of tests and on the exact testing procedure to ensure comparable outcomes? Walk through the tests at least once before departure and with all team members present? Did you...
- 4. Design Research: Part 3: Pre-Departure Request to have any gift vouchers, interview waiver documents, prepared by the company? Have costs for interviews settled up front before arriving at the city of destination. If possible, pay a larger sum for interviewee's time and have the interviewee pay for their own meal to ensure a more 'natural' buying behavior in the interviewee? Settle and distribute cash (in local currency) among the interviewing teams? Ask for company to lend 'travel chargers' for each person and sure each person has a backup or emergency charger for their mobile? Distribute Oyster Cards or any other pre-paid travel tokens? Did you...
- 6. Design Research: Part 4: Arrival Make sure everyone has proper SIM card upon arrival in the airport/ make it the first priority. Also ask for company to lend 'travel chargers' for each person. Keep a centralized list of all travel costs, and who paid whom and for what. This on top of keeping all the receipts and documenting them by photographing them. Have each team audio record the interview (if permissable by end user). Agree on a set type of photographs to be taken after the interview, .e.g- portrait of end user in context, their kitchen, or living room Did you...