Filled with questions, explanations and examples, this guide asks 6 essential questions that a designer should answer when co-creating Experience Maps with clients. It supports designers who strive for the best Customer Experience (CX) of their clients' customers.
A big thanks to Ewout van Lambalgen for the illustration!
Stage 1 of the Design Process for Growth - the 'What is...' portion first asks us to take the 'customer journey' - this presentation is to help the businesses we work with as we move them forward in a redesign process that sets them up for meaningful, sustainable growth
Create a User Experience Mindset Within Your Organization by Conducting Custo...UXPA International
A Customer Experience Journey Map is a very useful tool to understand and improve customer experience. It allows organizations to develop a user experience mindset and gain better insights into customer’s needs. It helps identify key Moments of Truth and drive actionable priorities to improve a product or innovate on creating new products.
When you involve stakeholders in creating a Journey Map, they “walk in the customer’s shoes” and know the story of customer experience. They start telling this story to themselves and others in the organization. The customer stories and insights gained from the Journey Map lead to
identifying actionable items aligned with organizational strategy
prioritizing initiatives
uniting the cross-functional team to take action on the findings
creating better user experiences
In this presentation, you learn
What Customer Journey Mapping is
Why it is important
What is the process for conducting it
How to create a user experience mindset within your organization
In these slides you'll learn how to create a customer journey map, what business objectives it helps achieve, and the differences between B2B and B2C journey mapping.
Digital technology is everywhere. As a consequence, companies need fully embrace the digital transformation. To succeed, it is no longer sufficient to optimize front offices and increase customer experience by using digital. Instead, companies need a solid enterprise-wide transformation to reap the full potential of digital. We team up with clients to explore and define a digital strategy and road map to this end, thereby also creating a kick starter for change.
Stage 1 of the Design Process for Growth - the 'What is...' portion first asks us to take the 'customer journey' - this presentation is to help the businesses we work with as we move them forward in a redesign process that sets them up for meaningful, sustainable growth
Create a User Experience Mindset Within Your Organization by Conducting Custo...UXPA International
A Customer Experience Journey Map is a very useful tool to understand and improve customer experience. It allows organizations to develop a user experience mindset and gain better insights into customer’s needs. It helps identify key Moments of Truth and drive actionable priorities to improve a product or innovate on creating new products.
When you involve stakeholders in creating a Journey Map, they “walk in the customer’s shoes” and know the story of customer experience. They start telling this story to themselves and others in the organization. The customer stories and insights gained from the Journey Map lead to
identifying actionable items aligned with organizational strategy
prioritizing initiatives
uniting the cross-functional team to take action on the findings
creating better user experiences
In this presentation, you learn
What Customer Journey Mapping is
Why it is important
What is the process for conducting it
How to create a user experience mindset within your organization
In these slides you'll learn how to create a customer journey map, what business objectives it helps achieve, and the differences between B2B and B2C journey mapping.
Digital technology is everywhere. As a consequence, companies need fully embrace the digital transformation. To succeed, it is no longer sufficient to optimize front offices and increase customer experience by using digital. Instead, companies need a solid enterprise-wide transformation to reap the full potential of digital. We team up with clients to explore and define a digital strategy and road map to this end, thereby also creating a kick starter for change.
Customer experience management builds both on well-known and new elements. The ‘customer expectations – company promises’ gap is already established. Yet, expectations have to be addressed along the total customer journey. Experience design is rather new, although partially related to user design and service design. Correctly capturing customer experience (methodologies, metrics, mapping) needs further exploration.
We give you a framework for creating a B2B Sales Playbook - section by section, with key info about questions to consider when writing your own Sales Playbook.
Find out more about how to create your own Sales Playbook at: https://contemsa.com/sales-playbook/
New Approach to Customer Experience Management CX Pilots
There are ways to lower risk, cost and speed of effectiveness in raising the Customer Experience bar in your organization. This is a focus on developing quick wins to get better #custexp outcomes in shorter time frames.
Here's a great customer journey map template to help customer success folks document, visualize and evaluate how they interact with customers. Here is a link to the supporting blog post that details how to use the template and explains some of the assumptions we made in creating the lifecycle stages, and categories = http://www.preact.com/blog/customer-journey-map-template
E Source JourneyHub is an intuitive, interactive, and collaborative web-based tool that allows utilities to easily map their customer touchpoints and to better understand how customers interact with and feel about their utility companies.
Digital Transformation From Strategy To ImplementationScopernia
Creating a digital transformation strategy is one thing but how do you put the insights and plans into practice. This presentation deals with vision, strategy, roadmap, governance, leadership, channel hacking, start-up-thinking and many more issues.
This PPT deck displays twenty two slides with in depth research. Our Customer Journey Mapping Powerpoint Presentation Slides presentation deck is a helpful tool to plan, prepare, document and analyse the topic with a clear approach. We provide a ready to use deck with all sorts of relevant topics subtopics templates, charts and graphs, overviews, analysis templates. Outline all the important aspects without any hassle. It showcases of all kind of editable templates infographics for an inclusive and comprehensive Customer Journey Mapping Powerpoint Presentation Slides presentation. Professionals, managers, individual and team involved in any company organization from any field can use them as per requirement
Digital Transformation: What it is and how to get thereEconsultancy
Digital Transformation: What it is and how to get there.
Authored by Econsultancy CEO Ashley Friedlein, this presentation on the topic of 'Digital Transformation', is broken down into six sections covering:
1. Digital Transformation - what it is and recent data and research on the topic
2. Strategy - what a digital strategy should include
3. Technology - the challenges of technology and the skills gap
4. People - looking at organisational structure, culture, roles & responsibilities, environment recquired
5. Process - how to address the speed, innovation and agility required
6. Business Transformation - how digital transformation is actually business transformation
Building Digital Strategy Roadmap For Digital Transformation Complete DeckSlideTeam
Digital strategy roadmap is a blueprint for aligning business goals with your digital strategy. It shows how the company plans to embrace digital technologies to grow business and create better customer experience in the long term. Creating a digital strategy roadmap is not simply listing out key digital initiatives and giving them a tentative timeline. It follows an extensive research process which starts with Digital Review. It starts with uncovering consumer insights and market insights. One then develops Digital Strategy keeping in mind the digital goals and key initiatives in the short and long term. The third step in this process is Digital Planning which involves setting realistic time frame for implementing digital initiatives. The final steps involve setting KPIs for measuring the success of digital strategy. Taking the healthcare sector as a case study, our researchers have outlined the digital landscape of the industry and showed key digital strategies a healthcare provider wishes to implement for digital transformation. https://bit.ly/3bL7TlW
Easily define & implement your Digital Transformation Strategy & Plan by leveraging this 10-step Template. Created by ex-McKinsey, Deloitte and BCG Consultants specialized in Digital Strategy, after more than 600 hours of work. Don’t reinvent the wheel. Download Now. To download the whole template, go to www.slidebooks.com.
What is Digital transformation?
Far too often digital transformation is confused with Digitalization or with Digitization with a key focus on technologies or platform. But Digital transformation is not about technologies: it's about transforming the whole prganisation through a system thinking approach and it's about rethinking operational models, business models, processes, and policies, taking people, both employees and customers at the core of the process.
Because the goal of any digital transformation is to increase value creation for the business through digitally enhanced processes that increase internal efficiency and overall customer and employee satisfaction.
Digital transformation is en emergent need in today's post-industrial society: we moved fast from an industrial to a post-industrial era, however operational models and management practices haven't evolved fast enough.
For this reason, many organisations prefer to think of Digital transformation as the adoption of digital technologies on the top of mainly inefficient and obsolete operational models, rather than facing a true in depth transformation that begins with understanding the current culture, the customers, and the overall business.
These slides, were presented to students from IIM (india) at ESPC London on July 27th 2017 with the goal to provide tomorrow's digital leaders a broad vision of what is digital transformation by looking at what and the reasons why change is happening in the business world, define Digital transformation and its dimensions through the lenses of an Experience economy and a post-industrial era. The presentation also presents the Competing Value Framework as a key tool to start understanding organsation's culture and define a digital transformation roadmap and strategy.
Author mentioned (and inspirers):
- Daniel Bell (the post-industrial society)
- Joe Pine (Experience Economy
- The ClueTrain Manifesto
- Quinn and Cameron's Competing design framework
- Brian Solis
- Nichola Negroponte
This presentation discusses whether or not BANT is still a useful tool for B2B lead qualification as well as provides six tips for transitioning from BANT.
These slides provide an introduction to usability testing. This well-known method in user-centred design is used to improve products, by having participants interact with these products and by measuring their performances and responses.
I presented this topic as a guest lecturer to first-year Psychology students at the University of Twente at February 6th, 2017. Providing examples and best practices from Dutch digital design agency Mirabeau, I explained to them the required steps for the preparation, the moderation, and the analysis of usability tests. Moreover, I highlighted the importance of psychologists’ knowledge, (research) methods and skills for design, which I believe to be invaluable.
Customer experience management builds both on well-known and new elements. The ‘customer expectations – company promises’ gap is already established. Yet, expectations have to be addressed along the total customer journey. Experience design is rather new, although partially related to user design and service design. Correctly capturing customer experience (methodologies, metrics, mapping) needs further exploration.
We give you a framework for creating a B2B Sales Playbook - section by section, with key info about questions to consider when writing your own Sales Playbook.
Find out more about how to create your own Sales Playbook at: https://contemsa.com/sales-playbook/
New Approach to Customer Experience Management CX Pilots
There are ways to lower risk, cost and speed of effectiveness in raising the Customer Experience bar in your organization. This is a focus on developing quick wins to get better #custexp outcomes in shorter time frames.
Here's a great customer journey map template to help customer success folks document, visualize and evaluate how they interact with customers. Here is a link to the supporting blog post that details how to use the template and explains some of the assumptions we made in creating the lifecycle stages, and categories = http://www.preact.com/blog/customer-journey-map-template
E Source JourneyHub is an intuitive, interactive, and collaborative web-based tool that allows utilities to easily map their customer touchpoints and to better understand how customers interact with and feel about their utility companies.
Digital Transformation From Strategy To ImplementationScopernia
Creating a digital transformation strategy is one thing but how do you put the insights and plans into practice. This presentation deals with vision, strategy, roadmap, governance, leadership, channel hacking, start-up-thinking and many more issues.
This PPT deck displays twenty two slides with in depth research. Our Customer Journey Mapping Powerpoint Presentation Slides presentation deck is a helpful tool to plan, prepare, document and analyse the topic with a clear approach. We provide a ready to use deck with all sorts of relevant topics subtopics templates, charts and graphs, overviews, analysis templates. Outline all the important aspects without any hassle. It showcases of all kind of editable templates infographics for an inclusive and comprehensive Customer Journey Mapping Powerpoint Presentation Slides presentation. Professionals, managers, individual and team involved in any company organization from any field can use them as per requirement
Digital Transformation: What it is and how to get thereEconsultancy
Digital Transformation: What it is and how to get there.
Authored by Econsultancy CEO Ashley Friedlein, this presentation on the topic of 'Digital Transformation', is broken down into six sections covering:
1. Digital Transformation - what it is and recent data and research on the topic
2. Strategy - what a digital strategy should include
3. Technology - the challenges of technology and the skills gap
4. People - looking at organisational structure, culture, roles & responsibilities, environment recquired
5. Process - how to address the speed, innovation and agility required
6. Business Transformation - how digital transformation is actually business transformation
Building Digital Strategy Roadmap For Digital Transformation Complete DeckSlideTeam
Digital strategy roadmap is a blueprint for aligning business goals with your digital strategy. It shows how the company plans to embrace digital technologies to grow business and create better customer experience in the long term. Creating a digital strategy roadmap is not simply listing out key digital initiatives and giving them a tentative timeline. It follows an extensive research process which starts with Digital Review. It starts with uncovering consumer insights and market insights. One then develops Digital Strategy keeping in mind the digital goals and key initiatives in the short and long term. The third step in this process is Digital Planning which involves setting realistic time frame for implementing digital initiatives. The final steps involve setting KPIs for measuring the success of digital strategy. Taking the healthcare sector as a case study, our researchers have outlined the digital landscape of the industry and showed key digital strategies a healthcare provider wishes to implement for digital transformation. https://bit.ly/3bL7TlW
Easily define & implement your Digital Transformation Strategy & Plan by leveraging this 10-step Template. Created by ex-McKinsey, Deloitte and BCG Consultants specialized in Digital Strategy, after more than 600 hours of work. Don’t reinvent the wheel. Download Now. To download the whole template, go to www.slidebooks.com.
What is Digital transformation?
Far too often digital transformation is confused with Digitalization or with Digitization with a key focus on technologies or platform. But Digital transformation is not about technologies: it's about transforming the whole prganisation through a system thinking approach and it's about rethinking operational models, business models, processes, and policies, taking people, both employees and customers at the core of the process.
Because the goal of any digital transformation is to increase value creation for the business through digitally enhanced processes that increase internal efficiency and overall customer and employee satisfaction.
Digital transformation is en emergent need in today's post-industrial society: we moved fast from an industrial to a post-industrial era, however operational models and management practices haven't evolved fast enough.
For this reason, many organisations prefer to think of Digital transformation as the adoption of digital technologies on the top of mainly inefficient and obsolete operational models, rather than facing a true in depth transformation that begins with understanding the current culture, the customers, and the overall business.
These slides, were presented to students from IIM (india) at ESPC London on July 27th 2017 with the goal to provide tomorrow's digital leaders a broad vision of what is digital transformation by looking at what and the reasons why change is happening in the business world, define Digital transformation and its dimensions through the lenses of an Experience economy and a post-industrial era. The presentation also presents the Competing Value Framework as a key tool to start understanding organsation's culture and define a digital transformation roadmap and strategy.
Author mentioned (and inspirers):
- Daniel Bell (the post-industrial society)
- Joe Pine (Experience Economy
- The ClueTrain Manifesto
- Quinn and Cameron's Competing design framework
- Brian Solis
- Nichola Negroponte
This presentation discusses whether or not BANT is still a useful tool for B2B lead qualification as well as provides six tips for transitioning from BANT.
These slides provide an introduction to usability testing. This well-known method in user-centred design is used to improve products, by having participants interact with these products and by measuring their performances and responses.
I presented this topic as a guest lecturer to first-year Psychology students at the University of Twente at February 6th, 2017. Providing examples and best practices from Dutch digital design agency Mirabeau, I explained to them the required steps for the preparation, the moderation, and the analysis of usability tests. Moreover, I highlighted the importance of psychologists’ knowledge, (research) methods and skills for design, which I believe to be invaluable.
Giving first year Dutch Psychology students their first taste of UX in this introductory workshop into Usability Testing and Heuristic Evaluation (University of Twente, 8th of February, 2016).
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.
Tips, tricks and detailed steps to produce a customer experience map for your organization, written by experts with over 40 years of combined experience with clients all over the world.
The door, the wind, the bird and the valisejason hobbs
Presented at the 4th Italian IA Summit, the IA Konferenz in Cologne, Germany 2010 and the Cape Twon and Johannesburg SA UX Forum meet-ups in 2010. This presentation will unpack the benefits, and provide a possible approach, to the formation of an institutional discipline from casual practice for user experience design. Practice-Led Research (PLR) will be positioned as an effective agent in the transformation of the seemingly inherent and natural acts found in casual practice into the formal arrangement of accepted truths and regulated practices of the discipline. The aim is to introduce practitioners to the concepts so as to begin establishing discussion and awareness
Workshop: Priority Guides - The Alternative to WireframesLennart Overkamp
A major pitfall of wireframing in the early design process is to focus too much on the visual layout of the design. The priority guide is a content-first alternative approach that avoids this pitfall.
In this workshop, Heleen van Nues and I discussed the limitations of wireframes, and how priority guides can overcome these limitations. Under our guidance, attendees created their first priority guide, and afterwards pitched their process and results.
Brief introduction to the JWT Agile Framework which translates Agile and Lean mythologies to an agency-context. Support material on Design Business methodologies is currently under development.
Developed for J. Walter Thompson Amsterdam.
CRM Evolution Conference: How to Create a Customer Experience MapCatalyst
Presented at the CRM Evolution Conference, August 18, 2014.
Businesses are constantly seeking ways to more accurately predict customer behavior and attitudes. Analytical models and market research offer robust information, but are you overlooking an innovative approach to discover what your customers are thinking and doing? Customer experience maps examine customer emotions and attitudes through the learn, buy, enjoy, and advocate stages of the customer life cycle. The map identifies the gaps in your customer experience and delivers a framework for effectively improving it. This presentation walks you through the process of creating a customer experience map and gives real-world examples of how a major financial institution and an entertainment loyalty program were able to use their maps to identify gaps in their communications and processes.
Total Customer Experience Management Overview #TCE #CEM -- The Why, What and HowVishal Kumar
This is a CEM tutorial & TCELab introduction presentation we put together for our TCELab Sales Affiliates and Partners -- explains an overview of Total Customer Experience Management, Why your customer's CEO's will love it, your opportunity, and how TCELab's products and services fit into the CEM / Big Data / Customer Loyalty Space.
A must watch for CEM enthusiast or any business professionals interesting in reducing churn.
Find video at: http://www.youtube.com/watch?v=BFPDmM4Ct1E
Or read it in our corporate blog: http://tce.io/tutecast
Video itinerary:
0:00:07 What is Customer Experience Management (CEM)?
0:02:04 Why do CEO’s care?
0:04:15 Why CEM vendor should be excited?
0:07:15 What does CEM Program looks like?
0:07:45 Design of a CEM Program: CEM Program Components
0:11:20 Design of a CEM Program: Disparate Sources of Business Data
0:14:23 Design of a CEM Program: Data Linkage (connecting data to answer different question)
0:17:17 Design of a CEM Program: Integrating your business data (mapping organization silos with survey type)
0:20:58 Design of a CEM Program: Three ways to grow business… why just NPS is not enough?
0:25:40 TCELab product plug but some cross winds of CEM gold information
0:33:10 TCELab CLAAP Platform but some cross winds of CEM gold information
0:39:00 TCELab product execution process, time-lengths & other relevant information around it (information relevant to affiliate networks)
0:43:30 TCELab product lists (information relevant to affiliate networks)
0:52:40 TCELab case study: Kashoo + lot of good information for SAAS companies CEM program
For More, please visit http://www.tcelab.com
How to approach UX design across different culturesJenny Shen
Businesses know they need to localize their products before expanding into a new market. However, many businesses neglect the importance of cultural diversity and merely offer translations. In this talk, we will discuss examples from Jenny’s experience of designing for users in Europe, North- and South America, Asia, and Southeast Asia.
Topics will include:
• what does culture influence?
• common design patterns for different cultures
• do’s and dont’s for cross-cultural UX design
LUXURY COMMUNICATIONS | European Association of Communication Directors (EACD) Lisbon Debate over the topic of #LuxuryCommunications moderated by Catarina Vasques Rito (Fashion Journalist), with Misha Pinkhasov (Real Luxury), Nuno Duarte Lopes (The Luxury Network), Fernando Pinto Bessa (Air France KLM), Alexandra Cesario (Know Concièrge) and Rúben Paula (Altis Grand Hotel), attended by 49 communication and other luxury-related professionals including Yannis Freris EACD Board member as special international guest, event held the 2nd June in partnership with Altis Hotels, Lisbon.
Improving the flight experience: Understanding and listening to frequent flye...InSites Consulting
Improving the flight experience: Understanding and listening to frequent flyers by InSites Consulting for AirFrance KLM. Presented early June 2012 at the Smartees Seminar on Research Communities.
Presented during the High Performance Marketing Conference 2012, organized by Accenture on February 9th 2012.
This presentation was given by Roy Scheerder of KLM, and looks at how KLM implemented it's multi-channel customer care program.
Generally, customer journey mapping workshops are ineffective due to being run in silos, insufficient or irrelevant attendance, and lack of follow-ups.
Customer Journey Mapping Workbooks are the new way to hold customer journey workshops - the workbooks are designed around the lifecycle of a typical industry customer so that almost all aspects of customer's experience are covered. Each workbook contains useful design thinking frameworks including stakeholder map, persona map, empathy map, customer journey map, and prioritization matrix. The attendees of the journey mapping workshops are encouraged to perform individual or team level customer discoveries first and then consolidate all learning in a final workshop.
Customer journey mapping workbooks are available for 6 industry sectors: Telecom, Banking, Insurance, Travel, Retail, and Utilities. Customized workbooks could be developed for clients where their particular brand, strategy, and objectives are catered for. To learn more about the customer journey mapping workbooks, contact zaheer.gilani@omnixco.com. You can also purchase the workbooks on amazon.co.uk.
How to get your innovation engine started? THoMer Stefan built the ultimate innovation guide: he collected insights, processes and templates to help you prepare for take-off.
Mapping Customer Experience for the Future of DesignLennart Overkamp
"In the future, there will be no user experience design. There will only be design."
As part of an symposium centred around the future of UX design, I presented my vision on the future of design, and the relevance of tools such as Experience Maps in the ever developing world of technology.
Designers of the future will have to embrace either Design Generalism, or Innovation-driven Design.
UXPA 2021: Journey Mapping Tools and Techniques: Research, Design and Action ...UXPA International
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.”
"A scenario is a description of a person’s interaction with a system.
Scenarios help focus design efforts on the user’s requirements, which are distinct from technical or business requirements.
Scenarios may be related to ‘use cases’, which describe interactions at a technical level. Unlike use cases, however, scenarios can be understood by people who do not have any technical background. They are therefore suitable for use during participatory design activities." http://infodesign.com.au/usabilityresources/scenarios/
Best practices in customer experience mappingsuitecx
6-step guide to conducting a successful customer journey / customer experience mapping exercise. Over 30 years of expertise goes into this best practice guide.
I participated in Marty Cagan's Silicon Valley Product Group Workshop on How To Create Products Customers Love in San Francisco Oct 27-28, 2015. The following year I participated in Jeff Patton and Jeff Gothelf's Smart Scrum Product Ownership workshop in New York City September 15-16, 2016.
Our R&D department at Procore Technologies, Inc. asked me to share lessons from these workshops in a 20 minute lunch and learn format. It was a fun exercise to go through the workbooks and notes to pick out what I thought were valuable themes to share with others. I shared the presentation slide deck with Marty, Jeff, and Jeff and they encouraged me to post on SlideShare. This presentation represents what I thought were some of the compelling and useful messages from the workshops.
I participated in Marty Cagan's Silicon Valley Product Group Workshop on How To Create Products Customers Love in San Francisco Oct 27-28, 2015. The following year I participated in Jeff Patton and Jeff Gothelf's Smart Scrum Product Ownership workshop in New York City September 15-16, 2016.
Our R&D department at Procore Technologies, Inc. asked me to share lessons from these workshops in a 20 minute lunch and learn format. It was a fun exercise to go through the workbooks and notes to pick out what I thought were valuable themes to share with others. I shared the presentation slide deck with Marty, Jeff, and Jeff and they encouraged me to post on SlideShare. This presentation summarizes what I thought were some of the compelling and useful messages from the workshops.
This complete deck can be used to present to your team. It has PPT slides on various topics highlighting all the core areas of your business needs. This complete deck focuses on Consumer Decision Journey PowerPoint Presentation Slides and has professionally designed templates with suitable visuals and appropriate content. This deck consists of total of twenty three slides. All the slides are completely customizable for your convenience. You can change the colour, text and font size of these templates. You can add or delete the content if needed. Get access to this professionally designed complete presentation by clicking the download button below. http://bit.ly/37jdLjV
This complete deck can be used to present to your team. It has PPT slides on various topics highlighting all the core areas of your business needs. This complete deck focuses on Consumer Decision Journey PowerPoint Presentation Slides and has professionally designed templates with suitable visuals and appropriate content. This deck consists of total of twenty three slides. All the slides are completely customizable for your convenience. You can change the colour, text and font size of these templates. You can add or delete the content if needed. Get access to this professionally designed complete presentation by clicking the download button below. http://bit.ly/37jdLjV
Due to its intangible and indirect nature, ethics is often regarded as an ‘inconvenience’ – an afterthought once more pressing matters have been tackled.
During World Usability Day, I presented some possibilities to elevate design ethics to a more practical level, structurally integrated in our (daily) design process.
Many thanks to Garage by Innogy for the venue, and of course to the communities and organisers of Ladies That UX and Amsterdam UX!
Workshop: Priority Guides - The Alternative to Wireframes (Amsterdam UX)Lennart Overkamp
A major pitfall of wireframing in the early design process is to focus too much on the visual layout of the design. The priority guide is a content-first alternative approach that avoids this pitfall.
In this workshop hosted at the Mirabeau headquarters, we discussed the limitations of wireframes, and how priority guides can overcome these limitations. Under our guidance, attendees from the Amsterdam UX community created their first priority guide, and afterwards pitched their process and results.
Charting the Employee Journey of KLM Component ServicesLennart Overkamp
KLM Engineering & Maintenance (E&M) Component Services (CS) provides repair, logistics and warehousing of aircraft components for airlines worldwide. As part of a business process redesign (CS2.0), KLM CS asked Mirabeau to envision new digital solutions and a new way of working for their employees as a starting point for development.
Continuously involving KLM employees and business stakeholders, we co-created a self-explanatory presentation of how the employees interact with new digital solutions in a future work day. The result, an Employee Journey, includes digital solutions that directly add value to employees: one IT system as single source, one unique identifier for each component, context- and role-specific user interfaces, and data-driven forecasts.
In this presentation, find the steps that we went through as a team, and my personal lessons learned during the project.
During UX Camp NL 2017, on the 23rd of September in Eindhoven, I posed a question to the audience: (how) should we measure user experience?
A difficult topic, as I soon found out. The result was a fruitful discussion with designers and developers, and an opportunity to share my point of view with the attendees.
My thanks to the organising committee of UX Camp NL for a great event, to the audience for their attention and challenging questions, and of course to those that inspired me for their input!
Introduction to Usability Testing for Digital MarketeersLennart Overkamp
These slides provide an introduction to usability testing for digital marketeers. This well-known method in user-centred design is used to improve products, by having participants interact with these products and by measuring their performances and responses.
I presented this topic as a guest lecturer to students attending the Minor Digital Marketing at the Fontys ICT Eindhoven at April 5th, 2017. Providing examples and best practices from Dutch digital design agency Mirabeau, I explained to them the required steps for the preparation, the moderation, and the analysis of usability tests.
Together with Heleen van Nues, my Interaction Designer colleague at Mirabeau, we gave this workshop during UXcampNL 2016 in Eindhoven, the Netherlands. We discussed the pros & cons of wireframes, and the advantages & procedure of an alternative to wireframes that we often use at Mirabeau: priority guides.
The final presentation for a design case in collaboration with Shosho and Koninklijke Kentalis.
Our project goal was to design a serious game to teach autistic children to recognize, understand and respond to emotions. Also, we explored different types of multimedia interactions that could act as a ‘game controller’ to input emotions.
PDF SubmissionDigital Marketing Institute in NoidaPoojaSaini954651
https://www.safalta.com/online-digital-marketing/advance-digital-marketing-training-in-noidaTop Digital Marketing Institute in Noida: Boost Your Career Fast
[3:29 am, 30/05/2024] +91 83818 43552: Safalta Digital Marketing Institute in Noida also provides advanced classes for individuals seeking to develop their expertise and skills in this field. These classes, led by industry experts with vast experience, focus on specific aspects of digital marketing such as advanced SEO strategies, sophisticated content creation techniques, and data-driven analytics.
EASY TUTORIAL OF HOW TO USE CAPCUT BY: FEBLESS HERNANEFebless 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!
Storytelling For The Web: Integrate Storytelling in your Design ProcessChiara Aliotta
In this slides I explain how I have used storytelling techniques to elevate websites and brands and create memorable user experiences. You can discover practical tips as I showcase the elements of good storytelling and its applied to some examples of diverse brands/projects..
Fonts play a crucial role in both User Interface (UI) and User Experience (UX) design. They affect readability, accessibility, aesthetics, and overall user perception.
Transforming Brand Perception and Boosting Profitabilityaaryangarg12
In today's digital era, the dynamics of brand perception, consumer behavior, and profitability have been profoundly reshaped by the synergy of branding, social media, and website design. This research paper investigates the transformative power of these elements in influencing how individuals perceive brands and products and how this transformation can be harnessed to drive sales and profitability for businesses.
Through an exploration of brand psychology and consumer behavior, this study sheds light on the intricate ways in which effective branding strategies, strategic social media engagement, and user-centric website design contribute to altering consumers' perceptions. We delve into the principles that underlie successful brand transformations, examining how visual identity, messaging, and storytelling can captivate and resonate with target audiences.
Methodologically, this research employs a comprehensive approach, combining qualitative and quantitative analyses. Real-world case studies illustrate the impact of branding, social media campaigns, and website redesigns on consumer perception, sales figures, and profitability. We assess the various metrics, including brand awareness, customer engagement, conversion rates, and revenue growth, to measure the effectiveness of these strategies.
The results underscore the pivotal role of cohesive branding, social media influence, and website usability in shaping positive brand perceptions, influencing consumer decisions, and ultimately bolstering sales and profitability. This paper provides actionable insights and strategic recommendations for businesses seeking to leverage branding, social media, and website design as potent tools to enhance their market position and financial success.
2. This is a guide for mapping
customer experiences.
It will guide you through the necessary steps to create
Experience Maps by asking you 6 essential questions.
5. Goal (1/2)1
Structure2
Research3
Co-creation4
Visualisation5
Usage6
Define the goal(s)
Defining the goal(s) of the Experience Map will give you an idea about its purposes, requirements
and limitations. Ask yourself:
• For whom am I creating the map?
• What type of customer am I mapping the experience of?
• Does the input need to be based on validated data?
• What am I going to use the map for?
6. Examples
• Understand the customer
• Compare customers
• Emphasise the customer’s importance
• Facilitate discussion/brainstorming
• Align understanding with the client
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• Map the current customer experience
• Identify opportunities and priorities
• Map the ideal customer experience
• Evaluate design during a project
• Manage customers’ expectations
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Goal (2/2)1
Structure2
Research3
Co-creation4
Visualisation5
Usage6
8. Determine the structure
After defining your goal(s), the next step is to determine the map structure you need to actually
achieve your goal(s). Each map consists of multiple dimensions on the vertical axis that need to be
filled with relevant information for each step in the customer journey. Ask yourself:
• Which aspects of the customer experience need to be visualised?
• Which dimensions are needed to clearly communicate my message to the stakeholders?
• Which dimensions are most important to show?
It is recommended to always at least use the following basic dimensions in your map: business
needs, customer needs, customer emotions, and touch points.
The following slides provide an overview of other possible dimensions that you can include, from the
viewpoint of the customer, the client, and you. Be careful not to include too many! The map should
be able to communicate its message at a quick glance.
Goal1
Structure (1/5)2
Research3
Co-creation4
Visualisation5
Usage6
14. Research the customer
Before starting to fill in your Experience Map, you need to get to know the customer. The structure
that you determined in the previous steps will provide you with the necessary guidance for this
research. For example, if your map needs to show ‘Customer needs’, your research should explicitly
focus on uncovering these needs.
Some research techniques that you could use include contextual interviews, surveys, cultural
probing, or available information from the client. Always use both qualitative and quantitative
research methods. Ask yourself:
• What do I already know about the customer?
• What does my client already know about the customer?
• Which aspects of the customer do I still need to learn?
• Which qualitative techniques will I use to investigate these aspects?
• Which quantitative techniques will I use to investigate these aspects?
Goal1
Structure2
Research (1/2)3
Co-creation4
Visualisation5
Usage6
15. Pick a persona
Personas are fictional profiles that represent a particular group of customers. They can help you to
empathise with the customer, and provide a solid basis for the information that you will put in the
Experience Map. Furthermore, they can help your client to understand the customers’ needs,
expectations, emotions and behaviours.
You can construct your own personas based on the results of your research. Sometimes your client
will already have a persona ready. Always make sure to aks what these personas are based on
before deciding to use them.
Goal1
Structure2
Research (2/2)3
Co-creation4
Visualisation5
Usage6
17. Co-create!
You know the structure of your map, and have researched the customer. Now it is time to determine
the content. Gather all your relevant stakeholders in a co-creation workshop, and start creating
content together. Make sure to have enough space, sticky notes (at least five different colours),
sharpies and sketching paper available.
You have the role of facilitator in the workshop: you create context, explain the goals, and guide the
stakeholders through the process. Recruit a fellow colleague to take up the role of observer,
photographer and/or note-taker.
The next slides will talk you through the necessary phases of a co-creation workshop.
Goal1
Structure2
Research3
Co-creation (1/8)4
Visualisation5
Usage6
18. 1. Create context
You give an introductory presentation in which you:
• Welcome the stakeholders;
• Give an introduction of the workshop;
• Discuss the goals of the workshop;
• Talk the stakeholders through your research.
Goal1
Structure2
Research3
Co-creation (2/8)4
Visualisation5
Usage6
19. 2. Organise
After giving the introduction, it is time to explain the procedure of the workshop.
If the group of stakeholders is too big for efficient discussion, divide them into teams of maximum 6
people.
Goal1
Structure2
Research3
Co-creation (3/8)4
Visualisation5
Usage6
20. 3. Define CX stages
Now is the time to truly start co-creating!
Together with your stakeholders (or, if you have multiple teams, each team separately) decide upon
the stages of the customer experience before, during and after the service. Use sticky notes to put
these stages on a wall, window or large sheet of paper. This is the first draft of the horizontal axis of
your Experience Map.
An example sequence of stages is as follows: Discover, Compare, Decide, Commit, Use, Leave.
Goal1
Structure2
Research3
Co-creation (4/8)4
Visualisation5
Usage6
21. 4. Define dimensions
You determined the horizontal axis, now it’s time for the vertical one.
Use a sticky note for dimensions that you determined earlier, and create the first draft of the
vertical axis of your Experience Map. This is also the time to ask feedback about your pick of
dimensions from the stakeholders. Update according to the new insights you acquire through
discussion with them.
Goal1
Structure2
Research3
Co-creation (5/8)4
Visualisation5
Usage6
22. 5. Define the lens
Now is the time to introduce your persona. It can be used as a relevancy filter (a ‘lens’) when filling
the map with information, to make sure everything adds value to the customer. Basically, for each
cell that you fill, you should ask yourselves:
• What are the characteristics of the customer?
Additionally, when creating an Experience Map that will the show the ideal customer experience,
you should always ask yourselves:
• What is the value proposition to the customer?
• On which design principles are the design solutions based?
Goal1
Structure2
Research3
Co-creation (6/8)4
Visualisation5
Usage6
23. 6. Fill the map!
Together with your stakeholders, you start brainstorming and discussing about the content of your
map. You go on until each cell that can be filled, is filled. Depending on the goal, dimensions or lens
that you determined earlier, some cells might not need to be filled, and some cells might contain a
larger amount of information than others.
This phase of the workshop can be very lengthy. As a facilitator, it’s jour job to make sure to
announce coffee breaks, and to keep everyone happy and energised in general. If needed, divide the
workshop into multiple sessions. Only after all stakeholders agree on the content, the co-creation
workshop ends.
If there are multiple teams, each team should fill their own map.
Goal1
Structure2
Research3
Co-creation (7/8)4
Visualisation5
Usage6
24. 7. Share the results
This step is meant for workshops that have multiple teams of stakeholders.
Each team has made their own Experience Map out of sticky notes and discussion. Now, they need
to share their results with the other teams. Learning from each other, and building upon each
others’ ideas, everyone needs to come to terms about the contents of one final Experience Map.
Goal1
Structure2
Research3
Co-creation (8/8)4
Visualisation5
Usage6
26. Visualise your map
Well done, you pulled off the challenge of facilitating a co-creation workshop! Now it is time to start
processing all the information you have gathered. This step is all about finding a way to visualise the
results of the workshop in a compelling way. Sketching is a good way to explore different types of
visualisations.
The map should communicate the takeaways (such as strategic insights or recommendations), the
highs (delight points) and lows (pain points) of the customer experience, and the moments of
truth (the moments that make or break the experience). Ask yourself:
• Which message should the map convey?
• What are the takeaways? The delight points? The pain points?
• What are the moments of truth?
• What should be immediately clear upon first glance?
• Which details may be discovered after closer inspection?
Goal1
Structure2
Research3
Co-creation4
Visualisation (1/1)5
Usage6
28. Put your map to good use
Your map is ready to use as a tool for achieving the goal(s) that you set initially. It may be used to
identify opportunities, align stakeholders, evaluate design, or something entirely different. It’s all up
to you.
Either way, it should be quite easy to put your map to use, as you already defined its purpose in the
first step of this guide. Ask yourself:
• Which goal(s) do I want to achieve again?
• How am I going to use my map to achieve these goals again?
Goal1
Structure2
Research3
Co-creation4
Visualisation5
Usage (1/1)6
29. That’s all, folks!
These where all the steps. I promise.
Now, get out there and show them
what your maps are made of :)
30. Oh, by the way.
The next slides contain a bunch of detailed descriptions
of possible goals and dimensions. Use them well.
Happy mapping!
32. Goal #1: Understand the customer
Experience Maps can be used to get to know or empathise with a customer, and the context in which this customer
lives.
Consider using an Experience Map not as part of the delivery for your client, but just as a means to understand the
service experience of the customer.
Back to overview
33. Goal #2: Compare customers
Customer come in all shapes and sizes. Experience Maps can be used to compare different types of customers
with each other.
One possible way is as follows. First, identify the central value proposition that appeals to each customer type. This
gives you the baseline journey. Second, identify in this baseline journey the moments that have a unique value
proposition to each customer type. These are the key moments where something extra can be offered to a certain
type of customer. The resulting Experience Maps are then easy to compare with each other.
Back to overview
34. Goal #3: Emphasise the customer’s importance
Due to the central focus on the customer in Experience Maps, using it may encourage your client to consider the
customer’s needs, feelings and questions. The is especially true if the Experience Map is based on a persona.
Also, a common by-product of co-creating is that client often realises that the journey before or after the service is
important as well.
Back to overview
35. Goal #4: Facilitate discussion/brainstorming
Experience Maps can be used as a basis for discussion or brainstorming with your client, as it provides all
stakeholders with a comprehensive and visual overview of the service.
Back to overview
36. Goal #5: Align understanding with the client
Through the process of co-creation, a shared awareness and understanding starts to develop between you and the
client.
You may gain insight in the client’s business in a playful manner, while your client gains insight in the (often
surprising!) customer perspective.
Back to overview
37. Goal #6: Map the current customer experience
One possible purpose of an Experience Map is to visually represent the current situation of the customer
experience. This is a descriptive Experience Map.
After creating such a map, it can be used to identify opportunities for improvement (see next goal).
Important to keep into account is that the current situation is always subject to change. Not only will new insights
emerge during the project, also throughout the years the needs and behaviours of customers and organisations will
change due to technology, economy, etc.
Back to overview
38. Goal #7: Identify opportunities and priorities
The visual overview of the customer’s experience that an Experience Map provides, can help to identify the
opportunities where the experience can be enhanced. Some common opportunities are:
• Customer pain points (a ‘trough’ in the experience).
• Recurring problems.
• Inconsistent service quality throughout the customer journey.
• Service inefficiencies that might be removed.
• A lack of focus on before or after the customer journey.
• Possibilities for measuring and using contextual data to anticipate customers’ needs.
Back to overview
39. Goal #8: Map the ideal customer experience
Creating an ideal Experience Map, in which all opportunities for enhancing the customer experience have been
integrated, is a good basis to start communicating and actualising these opportunities. Basically, it is a vision of the
service to the customer that the client wants (or at least should) provide.
When creating this map, always start with the current (descriptive) Experience Map before creating the ideal map.
This is to avoid coming to an ideal service that is disconnected from reality.
Also, be mindful to clearly distinguish between the current information and the ideal information, to avoid
confusions.
Back to overview
40. Goal #9: Evaluate design during a project
Experience Maps can used to evaluate designs during a project. By having the map on the wall during the design
process, you and your colleagues will have a clear reference point on which to base your design.
Moreover, it will be easy to check where your sketch, wireframe or concept design is located in the customer
journey, and if it actually is in line with the customer’s goals and needs.
Back to overview
41. Goal #10: Manage customers’ expectations
Experience Maps can be used as a tool to communicate to customers what their upcoming experience will be like.
By showing the map to them, they will gain insights in what they can expect from the service.
Moreover, they can be informed about all the processes behind the scenes, which can be a way to gain more
understanding from customers.
Back to overview
43. Dimension #1: Channels
• Point of view: Customer
• Definition: A medium that the customer uses to interact with the service provider.
• Examples: physical store, mobile, web, etc.
Note: channels define the opportunities and constraints for the touch points, of which there can be multiple per
channel.
Back to overview
44. Dimension #2: Customer actions
• Point of view: Customer
• Definition: The steps that the customer takes to achieve his goals.
• Examples: choose flight, go to the bank, search for a hotel, etc.
Note: also referred to as ‘Doing’ in many Experience Maps.
Back to overview
45. Dimension #3: Customer emotions
• Point of view: Customer
• Definition: What the customer feels, or wants to feel, during each step in the service experience.
• Possible ways of representations: words (e.g. frustrated, delighted, surprised), quantitative visualisations (e.g.
scores, graphs, scales), quotes or icons.
Note: if the service results in positive emotions, it is likely that customers will want to repeat the experience.
Back to overview
46. Dimension #4: Customer goals
• Point of view: Customer
• Definition: What the customer aims to achieve.
• Examples: reach my holiday destination, pay a fair price, get an answer to my question, etc.
Back to overview
47. Dimension #5: Customer needs
• Point of view: Customer
• Definition: What the customer needs to achieve his goals.
• Examples: efficiency, social contact, reassurance, etc.
Back to overview
48. Dimension #6: Doing, Thinking & Feeling
• Point of view: Customer
• Definition: A useful combination of dimensions that refers to the key behaviour (doing), the evaluations
and expectations (thinking), and the emotions (feeling) of customers.
Back to overview
49. Dimension #7: Touch points
• Point of view: Customer
• Definition: When and how the customer interacts with the service provider to fulfil a specific need.
• Examples: smartphone, desktop, search engine, etc.
Back to overview
50. Dimension #8: Answers
• Point of view: Client
• Definition: How the needs of the customer are answered in the current service, or could be answered in an
ideal service.
• Examples: provide reassurance, clear overview of offers, efficient process, etc.
Back to overview
51. Dimension #9: Back-stage processes
• Point of view: Client
• Definition: The necessary processes of the service provider that are hidden from the customer.
• Examples: back-office, content management system (CMS), operations management, etc.
Back to overview
52. Dimension #10: Brand promises
• Point of view: Client
• Definition: How and when the brand promises to the customer, made by the client, are met during the
lifecycle of the service.
• Examples: be genuine, inspire optimism, bring people together, etc.
Back to overview
53. Dimension #11: Business goals
• Point of view: Client
• Definition: What the client aims to achieve.
• Examples: improve customer service, increase conversion, reduce costs, etc.
Note: Key Performance Indicators (KPIs) may be used on the map to show how the client has been doing so far with
reaching their goals.
Back to overview
54. Dimension #12: Business needs
• Point of view: Client
• Definition: What the client needs to achieve his goals.
• Examples: funding, data analytics, alignment meetings, etc.
Back to overview
55. Dimension #13: Content
• Point of view: Client
• Definition: What the client needs to achieve his goals.
• Examples: navigation, confirmations, instructions, etc.
Back to overview
56. Dimension #14: System
• Point of view: Client
• Definition: The content, requirements and functionalities of the systems that are needed to provide the
service to the customer.
• Example: content management system (CMS)
Back to overview
57. Dimension #15: Benchmarks
• Point of view: You
• Definition: The content, requirements and functionalities of the systems that are needed to provide the
service to the customer.
• Example: competitors’ designs, inspiration from different fields, etc.
Back to overview
58. Dimension #16: Wireframes
• Point of view: You
• Definition: Visual representations of the design structure of an interface.
Note: placing these wireframes on the map will make it easier to communicate the purpose of the particular screen
in the overall service.
Back to overview
59. Dimension #17: Barriers
• Point of view: General
• Definition: Any things that may stand in the way of enhancing the customer experience.
• Examples: insufficient technology available, stubbornness, low budget, etc.
Back to overview
60. Dimension #18: Conditions
• Point of view: General
• Definition: The minimal requirements for allowing the service to take place.
• Examples: sufficient staffing, weather conditions, etc.
Back to overview
61. Dimension #19: Opportunities
• Point of view: General
• Definition: Opportunities where the experience can be enhanced.
• Examples: customer pain points, recurring problems, using data to anticipate customer needs, etc.
Back to overview
62. Dimension #20: Questions
• Point of view: General
• Definition: Any questions that arise during the service design.
Back to overview
63. Dimension #21: Resources
• Point of view: General
• Definition: Any information, materials or people that are needed by customer, client or designer.
• Examples: developers, budget, books, etc.
Back to overview