The document discusses mapping customer journeys. It provides resources on data visualization, personas, website flows, platforms, and multi-channel marketing to understand customer intersection points. It also discusses data collection methods like capturing emotions, decisions, sources and priorities. Customer journeys can help identify where to deliver value. Visualizing journeys through sketching and asking open-ended questions can provide insights. References for further information are also included.
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.
Are satisfaction surveys as honest as they should be? How to understand what's really behind? “The weakest link” defines the impression of the whole service. Use of experience maps will help to concentrate on the important aspects and not to miss any little big details. Such an approach will benefit to the whole product team: PM, UX, BA, Developers and QAs.
DDeBoard Customer Journey Maps: Visualizing an engaging customer experience S...ddeboard
My presentation provides an introduction to Customer Journey Maps, their purpose and how to create them. It discusses their components and the types of journey maps. Finally, I discussed the benefits of journey maps.
Designing for Holistic Cross Channel ExperiencesSamantha Starmer
UX Israel Studio 2013 workshop. Much of the structure and content is similar to other workshop presentations I've posted, but there are some new examples and exercises.
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.
Are satisfaction surveys as honest as they should be? How to understand what's really behind? “The weakest link” defines the impression of the whole service. Use of experience maps will help to concentrate on the important aspects and not to miss any little big details. Such an approach will benefit to the whole product team: PM, UX, BA, Developers and QAs.
DDeBoard Customer Journey Maps: Visualizing an engaging customer experience S...ddeboard
My presentation provides an introduction to Customer Journey Maps, their purpose and how to create them. It discusses their components and the types of journey maps. Finally, I discussed the benefits of journey maps.
Designing for Holistic Cross Channel ExperiencesSamantha Starmer
UX Israel Studio 2013 workshop. Much of the structure and content is similar to other workshop presentations I've posted, but there are some new examples and exercises.
Smarter Cities - Rick Robinson, IBM - State of the Map 2013 (SotM 2013 Birmin...OSMFstateofthemap
Keynote presentation at OpenStreetMap's international annual conference - State of the Map 2013 (SotM). For more background information see http://theurbantechnologist.com/2013/06/06/an-address-to-the-united-nations-science-technology-and-innovation-for-sustainable-cities-and-peri-urban-communities/
Developing a (Digital) Strategy for Your OrganisationCharlotte Sexton
This presentation provides practical guidance on developing a (digital) strategy and is aimed at those leading change or managing digital programme delivery within museums or cultural organisations. It doesn’t really matter what you call it: digital strategy, digital engagement strategy, technical road map or just plain ‘strategy’, if your goal is to engage contemporary audiences with culture and heritage then ‘digital’ is going to be part of the mix. For museums, the great ones will be those designed around the way people live their lives now – and increasingly that means with some kind of techno gizmo in their hands. If you are going to rise to the challenge then you’re going to need a plan, and the will and skill to change old ways of working. This presentation will help you kick start the process.
When I worked at SapientNitro and at RBC, I conducted Lunch & Learn sessions outlining principles and tools for doing Cross-Channel Design.
The material for the presentation was compiled and synthesized from a number of workshops and sessions I attended at the Information Architecture Summit in 2012, plus contemporary online articles and books.
Mousa Coast is a resort at Oyoun Mousa, Ras Sedr, South Sinai Governorate, Egypt. Back in 2015, this was an analysis for their live website and proposal for a new one which was taken on consideration and implemented, including new navigation and content development to improve the site's traffic through implementing cutting-edge solutions and strategies for user experience optimization. Boosting brand awareness using A/B testing techniques, also aligning online presence to achieve consistent look and feel in keeping with overall brand marketing.
Your visitors interact with content, not with your website. Content consistency is crucial to a successful user experience. Re-publishing is one option but it’s an inside-out action that relies on the authority controlling where the information goes. An API frees your data and the responsibility to where it is published and accessed. Mobile is a major consumer for your API but not every API is setup to handle the mass of requests coming from those devices. Learn how to mobile devices consume API’s with limited or low bandwidth and how to to tailor your API to be as efficient and effective as possible.
http://environmentsforhumans.com/2012/doteduguru-summit/
Reduce Costs and Efficiently Handle High-Volume Customer Transactions with Jo...E Source Companies, LLC
When customer service professionals use customer experience management techniques like journey mapping to optimize transactions, they can reduce operational costs.
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.
How do we know that our product or feature ideas are good ones? Only by validating them. Use the 'Experiment Canvas' to help you design good experiments, or MVPs, to validate your ideas, before you spend lots of money building it.
Orchestrating Your Global CMS; a planning frameworkBarbara Holmes
When it comes to a content management system (CMS) it’s tempting to jump into execution; to get that website or sites set up quickly. That’s how a CMS is sold, right? There’s a promise that the gnarly inter-departmental problems will melt away, that content will create itself, that with a flip of a switch your enterprise will be a global market leader.
The truth is that the magic of a CMS doesn’t happen without a lot of thinking and planning beforehand. Like a symphony orchestra, there are a lot of parts to coordinate and all must work in harmony to produce the desired results. This publication shares some of the things ISITE has learned through helping clients with CMS implementations, migrations, global rollouts, website redesigns, and content strategy.
This is an ebook that I wrote as my last thought leadership piece and content contribution to ISITE Design, December 2014.
Smarter Cities - Rick Robinson, IBM - State of the Map 2013 (SotM 2013 Birmin...OSMFstateofthemap
Keynote presentation at OpenStreetMap's international annual conference - State of the Map 2013 (SotM). For more background information see http://theurbantechnologist.com/2013/06/06/an-address-to-the-united-nations-science-technology-and-innovation-for-sustainable-cities-and-peri-urban-communities/
Developing a (Digital) Strategy for Your OrganisationCharlotte Sexton
This presentation provides practical guidance on developing a (digital) strategy and is aimed at those leading change or managing digital programme delivery within museums or cultural organisations. It doesn’t really matter what you call it: digital strategy, digital engagement strategy, technical road map or just plain ‘strategy’, if your goal is to engage contemporary audiences with culture and heritage then ‘digital’ is going to be part of the mix. For museums, the great ones will be those designed around the way people live their lives now – and increasingly that means with some kind of techno gizmo in their hands. If you are going to rise to the challenge then you’re going to need a plan, and the will and skill to change old ways of working. This presentation will help you kick start the process.
When I worked at SapientNitro and at RBC, I conducted Lunch & Learn sessions outlining principles and tools for doing Cross-Channel Design.
The material for the presentation was compiled and synthesized from a number of workshops and sessions I attended at the Information Architecture Summit in 2012, plus contemporary online articles and books.
Mousa Coast is a resort at Oyoun Mousa, Ras Sedr, South Sinai Governorate, Egypt. Back in 2015, this was an analysis for their live website and proposal for a new one which was taken on consideration and implemented, including new navigation and content development to improve the site's traffic through implementing cutting-edge solutions and strategies for user experience optimization. Boosting brand awareness using A/B testing techniques, also aligning online presence to achieve consistent look and feel in keeping with overall brand marketing.
Your visitors interact with content, not with your website. Content consistency is crucial to a successful user experience. Re-publishing is one option but it’s an inside-out action that relies on the authority controlling where the information goes. An API frees your data and the responsibility to where it is published and accessed. Mobile is a major consumer for your API but not every API is setup to handle the mass of requests coming from those devices. Learn how to mobile devices consume API’s with limited or low bandwidth and how to to tailor your API to be as efficient and effective as possible.
http://environmentsforhumans.com/2012/doteduguru-summit/
Reduce Costs and Efficiently Handle High-Volume Customer Transactions with Jo...E Source Companies, LLC
When customer service professionals use customer experience management techniques like journey mapping to optimize transactions, they can reduce operational costs.
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.
How do we know that our product or feature ideas are good ones? Only by validating them. Use the 'Experiment Canvas' to help you design good experiments, or MVPs, to validate your ideas, before you spend lots of money building it.
Similar to Isite design customer journey_2011 (17)
Orchestrating Your Global CMS; a planning frameworkBarbara Holmes
When it comes to a content management system (CMS) it’s tempting to jump into execution; to get that website or sites set up quickly. That’s how a CMS is sold, right? There’s a promise that the gnarly inter-departmental problems will melt away, that content will create itself, that with a flip of a switch your enterprise will be a global market leader.
The truth is that the magic of a CMS doesn’t happen without a lot of thinking and planning beforehand. Like a symphony orchestra, there are a lot of parts to coordinate and all must work in harmony to produce the desired results. This publication shares some of the things ISITE has learned through helping clients with CMS implementations, migrations, global rollouts, website redesigns, and content strategy.
This is an ebook that I wrote as my last thought leadership piece and content contribution to ISITE Design, December 2014.
Ux of search workshop isite design_feb2012Barbara Holmes
University of Oregon School of Journalism asked ISITE Design to participate in teaching a class to grad students on search engine optimization, search engine marketing, UX and design. Here's the deck. It doesn't include all the activities that the class did.
Presentation to the Portland American Society for Training & Development Learning Leaders SIG. Research and analysis techniques that trainers can borrow from the user-centered design to help solve performance problems. Presented 12/1/2011.
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..
Maximize Your Content with Beautiful Assets : Content & Asset for Landing Page pmgdscunsri
Figma is a cloud-based design tool widely used by designers for prototyping, UI/UX design, and real-time collaboration. With features such as precision pen tools, grid system, and reusable components, Figma makes it easy for teams to work together on design projects. Its flexibility and accessibility make Figma a top choice in the digital age.
Technoblade The Legacy of a Minecraft Legend.Techno Merch
Technoblade, born Alex on June 1, 1999, was a legendary Minecraft YouTuber known for his sharp wit and exceptional PvP skills. Starting his channel in 2013, he gained nearly 11 million subscribers. His private battle with metastatic sarcoma ended in June 2022, but his enduring legacy continues to inspire millions.
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.
Hello everyone! I am thrilled to present my latest portfolio on LinkedIn, marking the culmination of my architectural journey thus far. Over the span of five years, I've been fortunate to acquire a wealth of knowledge under the guidance of esteemed professors and industry mentors. From rigorous academic pursuits to practical engagements, each experience has contributed to my growth and refinement as an architecture student. This portfolio not only showcases my projects but also underscores my attention to detail and to innovative architecture as a profession.
24. How did you choose your college? How did you choose your doctor? How did you end up in web design? Your Turn Scott Beale / Laughing Squid www.laughingsquid.com
25. Bruce Temkinhttp://experiencematters.wordpress.com/2009/03/03/legos-building-block-for-good-experiences/ Jason Hobbs http://www.boxesandarrows.com/person/122-jasonhobbs Boxes and Arrows http://www.boxesandarrows.com/view/journeys_needs The Yard Creativehttp://www.theyardcreative.com/bandqhongkong.html Engine Group http://www.enginegroup.co.uk/service_design/m_page/customer_journey_mapping Adam Richardson http://blogs.hbr.org/cs/2010/11/using_customer_journey_maps_to.html Joyce Hostynhttp://www.joycehostyn.com/blog/2010/03/22/visualizing-the-customer-experience-using-customer-experience-journey-maps/ People and Participation.net http://www.peopleandparticipation.net/display/Methods/Customer+Journey+Mapping References
A customer journey is a visual way of describing the everyday experience that your customers have when they do business with you. er journey mapping builds a mirror and enables us to question why we do the things we do. It makes things visible, which might have been right in front of us, but were so familiar we did not notice them or question them. It never occurred to us we could change them. It brings knowledge, already embedded in the organisation, to the surface and makes explicit what is implicitly already there.
Http://www.flickr.com/photos/tahini/4048806970/At its heart, customer journey maps are data visualizations that show the aggregate experience of a certain type of customer for a business. Journey maps illustrate how someone does business with you. As a framework for modelling and redesigning services and interactions. • To reveal the real and informal touchpoints of a service. • In order to identify and design-out non-value adding steps and duplications of effort etc. • To design-in better process interfaces with the right people, resources and organisations• To unlock opportunities for people to help themselves when appropriate. • As an approachable user-engagement technique that helps people to structure their thinking about their experiences. • An insight tool for managers and as a counterpoint to the familiar operational process maps that they use. • An audit tool from which user experience metrics (MyMetrics) can be developed. • A planning and training solution as part of service production (or delivery)
Mapping journeys is one of the simplest and most useful approaches to understand services, gaps in service, and to identify and design opportunities for improvement and innovation. Edutexthttp://www.edutxt.co.uk/preloginjsp/edutxt/customer_journey.jsp
Mapping journeys is one of the simplest and most useful approaches to understand services, gaps in service, and to identify and design opportunities for improvement and innovation. Edutexthttp://www.edutxt.co.uk/preloginjsp/edutxt/customer_journey.jsp
Mapping journeys is one of the simplest and most useful approaches to understand services, gaps in service, and to identify and design opportunities for improvement and innovation. Edutexthttp://www.edutxt.co.uk/preloginjsp/edutxt/customer_journey.jsp
Customer’s words; their emotions, their language and taxonomy, their passions.
Capture emotions, the customer’s moments of truth, when decisions are made.
Jason Hobbshttp://www.boxesandarrows.com/person/122-jasonhobbs
Actions: What is the customer doing at each stage? What actions are they taking to move themselves on to the next stage? (Don't list what your company or partners such as retailers are doing here. That will come later when we look at touchpoints)Motivations: Why is the customer motivated to keep going to the next stage? What emotions are they feeling? Why do they care?Jason Hobbshttp://www.boxesandarrows.com/person/122-jasonhobbsKent K. Barnes / kentkb" and link the credit towww.kentkb.com.Identify and describe customer needs across the full lifecycleIdentify all current activityIdentify gaps Evaluate the success of current touch points Map business needs (repeat steps 3 and 4)Assess transitions between gapsFill the gaps Design for cross channel experiencesCommunicate across “landscape”Measure effectiveness
Focus on a single personaJourneys occur over timeAlign real-life activities with business Document real-life behaviors, regardless of channel.Http://www.flickr.com/photos/tahini/4048806970/At its heart, customer journey maps are data visualizations that show the aggregate experience of a certain type of customer for a business. Journey maps illustrate how someone does business with you. As a framework for modelling and redesigning services and interactions. • To reveal the real and informal touchpoints of a service. • In order to identify and design-out non-value adding steps and duplications of effort etc. • To design-in better process interfaces with the right people, resources and organisations• To unlock opportunities for people to help themselves when appropriate. • As an approachable user-engagement technique that helps people to structure their thinking about their experiences. • An insight tool for managers and as a counterpoint to the familiar operational process maps that they use. • An audit tool from which user experience metrics (MyMetrics) can be developed. • A planning and training solution as part of service production (or delivery)
Jason Furnell
Jason Hobbshttp://www.boxesandarrows.com/person/122-jasonhobbsKent K. Barnes / kentkb" and link the credit towww.kentkb.com.http://www.flickr.com/photos/gnuckx/4694547235/http://www.flickr.com/photos/laughingsquid/3666838524/"Scott Beale / Laughing Squid" and link the credit to laughingsquid.com.