Introductory to Customer Experience Design

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Let me show you basics about customer experience through eyes of Experience economy designer. Basic terms, concepts and few words about design itself. Presentation held at JIC (South Moravian Innovation Centre) in Brno, Czech republic as a part of StartUp Club event.

brief look into history
design isn‘t appearance
weapons of influence
secret ingredient
your turn

personal
customized
standardized
natural

what customer expects to get
-
what customer perceives he gets
satisfaction

what customer gets to percieve
-
what customer expects to get
surprise

what customer wants exactly
-
what customer settles for
sacrifice

Petr Pouchlý | Court of Moravia
+420 724 004 855 | linkedin.com/in/petrpouchly

What if you could go back in time, and join up with Alan Cooper, Jared Spool, Don Norman, Jakob Nielsen, and others to help forge the UX community into what it is today? What would it be like to be a founding member of the driving force behind virtually every (decent) product on Earth? Guess what, you kind of can! Where the traditional role of UX has been to fight for the user by designing usable & functional software and websites, in the age of the IoT (Internet of Things) every experience of soft and hardware bleeds into the next. The wares we design (and unfortunately those we don't) are no longer isolated elements, but a network of experiences and combinations. Service Design is the present, and future of bringing all of these isolated elements together under one design umbrella. Service Design is the future of UX, and probably your next career move!

From wireframing applications to designing organizations

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Many, if not all, enterprise organizations are in a digital and agile transformation. Transformations that should lead to better digital services and faster delivery of customer value and therefore offer ample opportunity to design excellent customer experiences. In reality however these transformations are driven from a technology or operational excellence perspective and the organization consultants leading the change often have a blind spot when it comes to the role and implementation of design. The result is that the different design activities within the organization remain unaligned, that designers are not sufficiently integrated nor in control of the design process and that design management loses grip on the quality of the customer experience. In the first part of his presentation Rob will explain how the digital transformation triggered internal design activities and how an organization can be made customer centric and design friendly by “hacking” the agile transformation. In the second part Rob will introduce a new transformation enterprises should be in if they want to remain relevant in the future: the experience transformation.

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Jason will discusses how companies can empower their product teams to help guide the digital transformation to enable innovation while staying grounded in delivering an excellent end-to-end customer experience. This session will help you discover: - Where the opportunity is in CX. - Things companies can do right, things to stop doing wrong and how to create the connective tissue. - Tools for approaching the opportunity landscape. - Picking the right tool to get a complete view of the user. - How good CX understanding can prioritize digital transformation and innovation --- Jason Rome is the Director of Digital Strategy & Customer Experience at Skookum. Jason and his team work with some of the most recognized Fortune 500's in the US, across many industries. The Digital Strategy & Customer Experience team helps organizations with customer persona and empathy research (internal and external), journey mapping, UX/UI design, rapid prototyping, and overall product strategy. Skookum works with companies both large and small and their mantra is to Train and Leave you Better.

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Companies and other organisations know they need to switch perspective: from inside-out to outside-in, from optimising productivity and operations to understanding their customer's experience and spotting opportunities. Beyond measuring satisfaction or getting creative for new products and services, how to inform our strategic choices by looking at the enterprise from the customer's eye? Modelling customer experience helps organisations change their perspective. But answers don't magically fall out of a map or a persona. Instead, we must facilitate conversations with all relevant co-creators to establish a shared understanding of what really matters to customers – and what that means for our own priorities, activities and desired outcomes as an enterprise. In this webinar, Jim Kalbach and Milan Guenther will show how to use an experience lens to identify customer priorities and needs, and how to collaboratively interpret and map out these insights to create a common understanding. Starting out from strong customer-driven approaches such as Jobs-to-be-Done and Top Task Identification, they will demonstrate how to use align on value created to make the link to key choices in product and service design, business architecture and organisational change.

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It’s a great pleasure to introduce ourselves to all of you. When god sends his gift to beloved ones, it always comes under a wrapper. Motivation through self-realization, ever-growing experience, honest guts & vision to foresee the global scenario in engineering design and services in coming 100 years helped us to build Retouchreform. Our request to all like-minded people across the world, driven by the determination to uniqueness and excellence in engineering design and services, to inherit and reap the benefits from Retouchreform and to build the unparalleled legacy for generations to come. We bestow our heartfelt thanks and gratitude to our wonderful and splendid customers around the globe. Retouchreform wish you advance heartiest congratulations for choosing us (your path to pride), to explore engineering design and services potential to the fullest extent.

Destruktivní síla klamu

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