SlideShare uma empresa Scribd logo
1 de 26
Baixar para ler offline
10insightful
QUOTES ON
DESIGNING A
BETTER
CUSTOMER
EXPERIENCE
None of us is as smart as all of us.
Keeping your ideas to yourself is
detrimental. Diversity of people
equals diversity of ideas.
Denise Jacobs
Creativity... thrives on diversity,
tension, sharing and collaboration.
Stefan Klocek, “Better Together”
A client-agency relationship
is symbiotic. Work alongside
your appointed agency so that
they play a vital role in your
vision and help you achieve
your company or organisational
objectives and KPIs.
There is no such thing as
a stupid idea! Discuss all
possibilities to achieve the
best outcome.
Invest in discovery workshops
and stakeholder meetings
with your suppliers and staff
so that all parties learn about
your culture, listen to ideas and
collaborate as one team.
1. Create together
Products are people.
Ash Donaldson
Google Self-Driving Car Project
https://www.google.com/selfdrivingcar/where/
Improve your website content
by instilling an engaging tone
of voice. Avoid writing long, dry
content full of technical jargons.
Make digital interactions
fun by introducing subtle
animations or transitions that
fit the brand’s personality.
Rewrite robotic system
messages and help instructions
to be clear, precise, friendly and
perhaps even with a dose of
appropriate humour.
2. Design for emotional engagement
Design for context not devices.
Derek Featherstone
Display a phone number
during office hours, and a
contact form after hours.
Reprioritise information about
an event, such as logistics,
schedule and photos based on
whether it is leading up to the
event (logistics), during the
event (schedule) or after the
event (photos).
Present different help
information about getting to
one place, from car rentals to
walking instructions, depending
on how far the user is located
away from the destination.
3. Design for context
(time, location, proximity, device, state of mind, capabilities, activity & interests)
A form can be long if it matches
participant expectations.
Louise Bassett & Jessica Enders
Investigate whether the
type of language used in a
form matches user needs,
whether form length matches
expectations and whether the
form is understandable to all
target audiences.
Implement the WCAG
guide for accessibility to
make sure all users can
complete a form regardless
of any disability.
Empower research
participants to feel valued
and important to the user
research process to drive
accurate results.
4. Research user expectations
Innovate like a UX researcher.
Dan Szuc
Just because something has been
done the same way for 10 years
doesn’t mean it’s the best way to do it.
Constantly challenge the status quote
in every part of your current customer
experience to find new possibilities.
Observe your customer
behaviour and detect small
details in the activities of
your customers, suppliers and
partners that suggest new
ways of doing things.
Triggered by questioning, observing, networking and experimenting, you can draw
connections between questions, problems or ideas from unrelated fields, which form
the catalyst for creativity. Draw conclusions from connecting customer problems with
insights, and as a result, create new customer experience design solutions.
Get to know a diverse range of your
customers, not just your pre-determined
target market, to gain radically different
perspectives from individuals in order to
find new opportunities to innovate.
Networking
Associational
Thinking
Questioning
ExperimentingObserving
Constantly try out new
experiences, take things apart
and test new ideas. Failing fast
and failing often will result in
faster innovation and the ability
to find a better solution quicker.
5 traits of a
successful
innovator
Don’t be afraid to ask people
what they are doing.
Chris O’Brien
Conduct in-depth interviews
with customers to find out
where their pain points lie.
Spend time observing your
customers in the real world.
Analyse and implement the
findings, ensuring you build
brand rapport with your
customers.
6. Consult directly with customers
Design for MAGIC.
Make magic moments.
Laura Naylor, Cliff Curry & Will Bates
Start with a
classic story
arc
Make the
product the
hero
Keep your
shoot in
mind
Be inventive
but keep it
simple
Communicate the who,
what, where, when and most
importantly WHY of your
brand using the important
methods of storytelling and
meaningful UX design.
Communicate your vision
to your audience using
powerful triggers.
Use emotionally engaging
icons, images, video and
animation to communicate
with your audience.
7. Harness storytelling techniques
Answer human needs in a
brand-proprietary way.
Andrew Wight
Articulate your brand story
via identifying your brand
archetype and purpose.
Define your brand’s role in
your customer’s story, where
your customer is the hero,
you are the mentor and your
product or service is the gift.
Translate the story into
customer touchpoints.
8. Align the experience to your brand
Brand Archetpyes - http://www.inspectorinsight.com/emotion/making-your-brand-emotional-human-goals-and-buyer-behaviour/
Making sure you’re measuring
the right metrics is important.
Andrea Browne & Gillian Vogl
Understand the goals of
your organisation prior to
the development of an app
or website.
Help your company or
organisation understand and
set up reasonable metrics,
understanding context and
environment of line of enquiry.
Implement solutions based
on meaningful findings and
then measure the outcomes.
9. Define your goals and metrics
Building trust with
your customers leads
to brand loyalty.
Wesley Rodricks & Yuan Wang
https://thankyou.co
10. Build trust with persuasive design
What is an effective cue for
your customers to take action
without being annoying?
Increasing the frequency
of this cue may increase
a desired behaviour if it’s
relevant to their needs.
Triggers
Is it easy for your customers
to take the desired action?
Are they limited by time,
money or effort? Making this
simple for them may induce
more actions.
Simplicity
What is motivating your
customers? What pain points
are you solving for them? It
is often easy for businesses
to assume their customers’
motivations without truly
understanding their problems,
hopes and fears.
Motivation
How are you rewarding your
customers after they’ve taken
the desired action? Is the
reward worth the effort and
will they do it again? Building
the right rewards will set the
scene for repeat customers.
Rewards
yump.com.au
yump.com.au
@yumpdigital
or come say hiTHANKS

Mais conteúdo relacionado

Mais procurados

50 Essential Content Marketing Hacks (Content Marketing World)
50 Essential Content Marketing Hacks (Content Marketing World)50 Essential Content Marketing Hacks (Content Marketing World)
50 Essential Content Marketing Hacks (Content Marketing World)Heinz Marketing Inc
 
How I got 2.5 Million views on Slideshare (by @nickdemey - Board of Innovation)
How I got 2.5 Million views on Slideshare (by @nickdemey - Board of Innovation)How I got 2.5 Million views on Slideshare (by @nickdemey - Board of Innovation)
How I got 2.5 Million views on Slideshare (by @nickdemey - Board of Innovation)Board of Innovation
 
SlideShare Experts - 7 Experts Reveal Their Presentation Design Secrets
SlideShare Experts - 7 Experts Reveal Their Presentation Design SecretsSlideShare Experts - 7 Experts Reveal Their Presentation Design Secrets
SlideShare Experts - 7 Experts Reveal Their Presentation Design SecretsEugene Cheng
 
The Great State of Design with CSS Grid Layout and Friends
The Great State of Design with CSS Grid Layout and FriendsThe Great State of Design with CSS Grid Layout and Friends
The Great State of Design with CSS Grid Layout and FriendsStacy Kvernmo
 
WTF - Why the Future Is Up to Us - pptx version
WTF - Why the Future Is Up to Us - pptx versionWTF - Why the Future Is Up to Us - pptx version
WTF - Why the Future Is Up to Us - pptx versionTim O'Reilly
 
The Science of Story: How Brands Can Use Storytelling To Get More Customers
The Science of Story: How Brands Can Use Storytelling To Get More CustomersThe Science of Story: How Brands Can Use Storytelling To Get More Customers
The Science of Story: How Brands Can Use Storytelling To Get More CustomersDigital Surgeons
 
10 Powerful Body Language Tips for your next Presentation
10 Powerful Body Language Tips for your next Presentation10 Powerful Body Language Tips for your next Presentation
10 Powerful Body Language Tips for your next PresentationSOAP Presentations
 
The Future of Everything
The Future of EverythingThe Future of Everything
The Future of EverythingCharbel Zeaiter
 
11 big strategy ideas
11 big strategy ideas11 big strategy ideas
11 big strategy ideasCPA Australia
 
10 Ways Your Boss Kills Employee Motivation
10 Ways Your Boss Kills Employee Motivation10 Ways Your Boss Kills Employee Motivation
10 Ways Your Boss Kills Employee MotivationOfficevibe
 
24 Design Tips from Real Designers
24 Design Tips from Real Designers24 Design Tips from Real Designers
24 Design Tips from Real DesignersEdahn Small
 
The Science of Memorable Presentations
The Science of Memorable PresentationsThe Science of Memorable Presentations
The Science of Memorable PresentationsEthos3
 
25 Need-to-Know Marketing Stats
25 Need-to-Know Marketing Stats25 Need-to-Know Marketing Stats
25 Need-to-Know Marketing Statscontently
 
20 Tweetable Quotes to Inspire Marketing & Design Creative Genius
20 Tweetable Quotes to Inspire Marketing & Design Creative Genius20 Tweetable Quotes to Inspire Marketing & Design Creative Genius
20 Tweetable Quotes to Inspire Marketing & Design Creative GeniusIMPACT Branding & Design LLC
 
24 Awesome Infographic Ideas to Inspire Your Next Beautiful Creation
24 Awesome Infographic Ideas to Inspire Your Next Beautiful Creation24 Awesome Infographic Ideas to Inspire Your Next Beautiful Creation
24 Awesome Infographic Ideas to Inspire Your Next Beautiful CreationPiktochart
 
10 Engagement Lessons Learned From 1 Million Survey Answers
10 Engagement Lessons Learned From 1 Million Survey Answers10 Engagement Lessons Learned From 1 Million Survey Answers
10 Engagement Lessons Learned From 1 Million Survey AnswersD B
 
How to Craft Your Company's Storytelling Voice by Ann Handley of MarketingProfs
How to Craft Your Company's Storytelling Voice by Ann Handley of MarketingProfsHow to Craft Your Company's Storytelling Voice by Ann Handley of MarketingProfs
How to Craft Your Company's Storytelling Voice by Ann Handley of MarketingProfsMarketingProfs
 

Mais procurados (20)

50 Essential Content Marketing Hacks (Content Marketing World)
50 Essential Content Marketing Hacks (Content Marketing World)50 Essential Content Marketing Hacks (Content Marketing World)
50 Essential Content Marketing Hacks (Content Marketing World)
 
How I got 2.5 Million views on Slideshare (by @nickdemey - Board of Innovation)
How I got 2.5 Million views on Slideshare (by @nickdemey - Board of Innovation)How I got 2.5 Million views on Slideshare (by @nickdemey - Board of Innovation)
How I got 2.5 Million views on Slideshare (by @nickdemey - Board of Innovation)
 
SlideShare Experts - 7 Experts Reveal Their Presentation Design Secrets
SlideShare Experts - 7 Experts Reveal Their Presentation Design SecretsSlideShare Experts - 7 Experts Reveal Their Presentation Design Secrets
SlideShare Experts - 7 Experts Reveal Their Presentation Design Secrets
 
The Great State of Design with CSS Grid Layout and Friends
The Great State of Design with CSS Grid Layout and FriendsThe Great State of Design with CSS Grid Layout and Friends
The Great State of Design with CSS Grid Layout and Friends
 
WTF - Why the Future Is Up to Us - pptx version
WTF - Why the Future Is Up to Us - pptx versionWTF - Why the Future Is Up to Us - pptx version
WTF - Why the Future Is Up to Us - pptx version
 
The Hierarchy of Engagement
The Hierarchy of EngagementThe Hierarchy of Engagement
The Hierarchy of Engagement
 
The Science of Story: How Brands Can Use Storytelling To Get More Customers
The Science of Story: How Brands Can Use Storytelling To Get More CustomersThe Science of Story: How Brands Can Use Storytelling To Get More Customers
The Science of Story: How Brands Can Use Storytelling To Get More Customers
 
Visual Silence can help your PowerPoint slides
Visual Silence can help your PowerPoint slidesVisual Silence can help your PowerPoint slides
Visual Silence can help your PowerPoint slides
 
10 Powerful Body Language Tips for your next Presentation
10 Powerful Body Language Tips for your next Presentation10 Powerful Body Language Tips for your next Presentation
10 Powerful Body Language Tips for your next Presentation
 
The Future of Everything
The Future of EverythingThe Future of Everything
The Future of Everything
 
11 big strategy ideas
11 big strategy ideas11 big strategy ideas
11 big strategy ideas
 
10 Ways Your Boss Kills Employee Motivation
10 Ways Your Boss Kills Employee Motivation10 Ways Your Boss Kills Employee Motivation
10 Ways Your Boss Kills Employee Motivation
 
24 Design Tips from Real Designers
24 Design Tips from Real Designers24 Design Tips from Real Designers
24 Design Tips from Real Designers
 
The Science of Memorable Presentations
The Science of Memorable PresentationsThe Science of Memorable Presentations
The Science of Memorable Presentations
 
How to Rock SXSW
How to Rock SXSWHow to Rock SXSW
How to Rock SXSW
 
25 Need-to-Know Marketing Stats
25 Need-to-Know Marketing Stats25 Need-to-Know Marketing Stats
25 Need-to-Know Marketing Stats
 
20 Tweetable Quotes to Inspire Marketing & Design Creative Genius
20 Tweetable Quotes to Inspire Marketing & Design Creative Genius20 Tweetable Quotes to Inspire Marketing & Design Creative Genius
20 Tweetable Quotes to Inspire Marketing & Design Creative Genius
 
24 Awesome Infographic Ideas to Inspire Your Next Beautiful Creation
24 Awesome Infographic Ideas to Inspire Your Next Beautiful Creation24 Awesome Infographic Ideas to Inspire Your Next Beautiful Creation
24 Awesome Infographic Ideas to Inspire Your Next Beautiful Creation
 
10 Engagement Lessons Learned From 1 Million Survey Answers
10 Engagement Lessons Learned From 1 Million Survey Answers10 Engagement Lessons Learned From 1 Million Survey Answers
10 Engagement Lessons Learned From 1 Million Survey Answers
 
How to Craft Your Company's Storytelling Voice by Ann Handley of MarketingProfs
How to Craft Your Company's Storytelling Voice by Ann Handley of MarketingProfsHow to Craft Your Company's Storytelling Voice by Ann Handley of MarketingProfs
How to Craft Your Company's Storytelling Voice by Ann Handley of MarketingProfs
 

Destaque

10 Color Banner Design Inspiration
10 Color Banner Design Inspiration10 Color Banner Design Inspiration
10 Color Banner Design InspirationBannersnack
 
Lightning Talk #9: How UX and Data Storytelling Can Shape Policy by Mika Aldaba
Lightning Talk #9: How UX and Data Storytelling Can Shape Policy by Mika AldabaLightning Talk #9: How UX and Data Storytelling Can Shape Policy by Mika Aldaba
Lightning Talk #9: How UX and Data Storytelling Can Shape Policy by Mika Aldabaux singapore
 
Clickbait: A Guide To Writing Un-Ignorable Headlines
Clickbait: A Guide To Writing Un-Ignorable HeadlinesClickbait: A Guide To Writing Un-Ignorable Headlines
Clickbait: A Guide To Writing Un-Ignorable HeadlinesVenngage
 
How a Strong Brand Boosts B2B Demand
How a Strong Brand Boosts B2B DemandHow a Strong Brand Boosts B2B Demand
How a Strong Brand Boosts B2B DemandGYK Antler
 
Prototyping is an attitude
Prototyping is an attitudePrototyping is an attitude
Prototyping is an attitudeWith Company
 
Get Featured: So You Want to be on the Front Page of SlideShare?
Get Featured: So You Want to be on the Front Page of SlideShare?Get Featured: So You Want to be on the Front Page of SlideShare?
Get Featured: So You Want to be on the Front Page of SlideShare?Venngage
 
500 Demo Day Batch 19: Gluwa
500 Demo Day Batch 19: Gluwa500 Demo Day Batch 19: Gluwa
500 Demo Day Batch 19: Gluwa500 Startups
 
Tips from Calvin and Hobbes on how to be a good customer
Tips from Calvin and Hobbes on how to be a good customerTips from Calvin and Hobbes on how to be a good customer
Tips from Calvin and Hobbes on how to be a good customerFreshdesk Inc.
 
How NOT to Run Your Company – Lessons Learned
How NOT to Run Your Company – Lessons LearnedHow NOT to Run Your Company – Lessons Learned
How NOT to Run Your Company – Lessons LearnedWeekdone.com
 
Dispatches From The New Economy: The Five Faces Of The On-Demand Economy
Dispatches From The New Economy: The Five Faces Of The On-Demand EconomyDispatches From The New Economy: The Five Faces Of The On-Demand Economy
Dispatches From The New Economy: The Five Faces Of The On-Demand EconomyIntuit Inc.
 
38 Employee Engagement Ideas Your Team Will Love
38 Employee Engagement Ideas Your Team Will Love38 Employee Engagement Ideas Your Team Will Love
38 Employee Engagement Ideas Your Team Will LoveElodie A.
 
Designing Teams for Emerging Challenges
Designing Teams for Emerging ChallengesDesigning Teams for Emerging Challenges
Designing Teams for Emerging ChallengesAaron Irizarry
 
The Sketchnote Mini-Workshop
The Sketchnote Mini-WorkshopThe Sketchnote Mini-Workshop
The Sketchnote Mini-WorkshopMike Rohde
 
Top Productivity Working Hacks by Jan Rezab
Top Productivity Working Hacks by Jan RezabTop Productivity Working Hacks by Jan Rezab
Top Productivity Working Hacks by Jan RezabJan Rezab
 
Learn BEM: CSS Naming Convention
Learn BEM: CSS Naming ConventionLearn BEM: CSS Naming Convention
Learn BEM: CSS Naming ConventionIn a Rocket
 
10 Best Practices of a Best Company to Work For
10 Best Practices of a Best Company to Work For10 Best Practices of a Best Company to Work For
10 Best Practices of a Best Company to Work ForO.C. Tanner
 
How to Land that First Customer
How to Land that First CustomerHow to Land that First Customer
How to Land that First CustomerFloown
 

Destaque (20)

5 Storytelling Lessons From Superhero Stories
5 Storytelling Lessons From Superhero Stories5 Storytelling Lessons From Superhero Stories
5 Storytelling Lessons From Superhero Stories
 
10 Color Banner Design Inspiration
10 Color Banner Design Inspiration10 Color Banner Design Inspiration
10 Color Banner Design Inspiration
 
Lightning Talk #9: How UX and Data Storytelling Can Shape Policy by Mika Aldaba
Lightning Talk #9: How UX and Data Storytelling Can Shape Policy by Mika AldabaLightning Talk #9: How UX and Data Storytelling Can Shape Policy by Mika Aldaba
Lightning Talk #9: How UX and Data Storytelling Can Shape Policy by Mika Aldaba
 
Clickbait: A Guide To Writing Un-Ignorable Headlines
Clickbait: A Guide To Writing Un-Ignorable HeadlinesClickbait: A Guide To Writing Un-Ignorable Headlines
Clickbait: A Guide To Writing Un-Ignorable Headlines
 
How a Strong Brand Boosts B2B Demand
How a Strong Brand Boosts B2B DemandHow a Strong Brand Boosts B2B Demand
How a Strong Brand Boosts B2B Demand
 
Prototyping is an attitude
Prototyping is an attitudePrototyping is an attitude
Prototyping is an attitude
 
Get Featured: So You Want to be on the Front Page of SlideShare?
Get Featured: So You Want to be on the Front Page of SlideShare?Get Featured: So You Want to be on the Front Page of SlideShare?
Get Featured: So You Want to be on the Front Page of SlideShare?
 
500 Demo Day Batch 19: Gluwa
500 Demo Day Batch 19: Gluwa500 Demo Day Batch 19: Gluwa
500 Demo Day Batch 19: Gluwa
 
Tips from Calvin and Hobbes on how to be a good customer
Tips from Calvin and Hobbes on how to be a good customerTips from Calvin and Hobbes on how to be a good customer
Tips from Calvin and Hobbes on how to be a good customer
 
How NOT to Run Your Company – Lessons Learned
How NOT to Run Your Company – Lessons LearnedHow NOT to Run Your Company – Lessons Learned
How NOT to Run Your Company – Lessons Learned
 
Dispatches From The New Economy: The Five Faces Of The On-Demand Economy
Dispatches From The New Economy: The Five Faces Of The On-Demand EconomyDispatches From The New Economy: The Five Faces Of The On-Demand Economy
Dispatches From The New Economy: The Five Faces Of The On-Demand Economy
 
38 Employee Engagement Ideas Your Team Will Love
38 Employee Engagement Ideas Your Team Will Love38 Employee Engagement Ideas Your Team Will Love
38 Employee Engagement Ideas Your Team Will Love
 
Designing Teams for Emerging Challenges
Designing Teams for Emerging ChallengesDesigning Teams for Emerging Challenges
Designing Teams for Emerging Challenges
 
The Sketchnote Mini-Workshop
The Sketchnote Mini-WorkshopThe Sketchnote Mini-Workshop
The Sketchnote Mini-Workshop
 
Top Productivity Working Hacks by Jan Rezab
Top Productivity Working Hacks by Jan RezabTop Productivity Working Hacks by Jan Rezab
Top Productivity Working Hacks by Jan Rezab
 
Learn BEM: CSS Naming Convention
Learn BEM: CSS Naming ConventionLearn BEM: CSS Naming Convention
Learn BEM: CSS Naming Convention
 
10 Best Practices of a Best Company to Work For
10 Best Practices of a Best Company to Work For10 Best Practices of a Best Company to Work For
10 Best Practices of a Best Company to Work For
 
How to Land that First Customer
How to Land that First CustomerHow to Land that First Customer
How to Land that First Customer
 
Design Your Career 2018
Design Your Career 2018Design Your Career 2018
Design Your Career 2018
 
Towards Greatness
Towards GreatnessTowards Greatness
Towards Greatness
 

Semelhante a 10 Insightful Quotes On Designing A Better Customer Experience

What is Experience strategy?
What is Experience strategy? What is Experience strategy?
What is Experience strategy? Andrew Gregoris
 
The Difference Engine 2014 - An Insight-Driven Product Strategy Company
The Difference Engine 2014 - An Insight-Driven Product Strategy CompanyThe Difference Engine 2014 - An Insight-Driven Product Strategy Company
The Difference Engine 2014 - An Insight-Driven Product Strategy CompanyThe Difference Engine
 
What Does A Social Media Manager Do?
What Does A Social Media Manager Do?What Does A Social Media Manager Do?
What Does A Social Media Manager Do?Madison Slinker
 
Brand starter cxx 2
Brand starter cxx 2Brand starter cxx 2
Brand starter cxx 2Rally Royale
 
Brand starter cxx 2
Brand starter cxx 2Brand starter cxx 2
Brand starter cxx 2Rally Royale
 
SpencerHall Capabilities Overview
SpencerHall Capabilities OverviewSpencerHall Capabilities Overview
SpencerHall Capabilities Overviewpbranam
 
UX South West - Engaging clients meaningfully in the process of digital design
UX South West - Engaging clients meaningfully in the process of digital designUX South West - Engaging clients meaningfully in the process of digital design
UX South West - Engaging clients meaningfully in the process of digital designAlan Colville
 
Design Value And Tips For Business
Design Value And Tips For BusinessDesign Value And Tips For Business
Design Value And Tips For BusinessDUHO
 
Accelerating international growth with perfectly tuned communications| Ed Fie...
Accelerating international growth with perfectly tuned communications| Ed Fie...Accelerating international growth with perfectly tuned communications| Ed Fie...
Accelerating international growth with perfectly tuned communications| Ed Fie...Enterprise Ireland
 
Stand Out from the Crowd with Our Cutting-Edge Creative Design Services
Stand Out from the Crowd with Our Cutting-Edge Creative Design ServicesStand Out from the Crowd with Our Cutting-Edge Creative Design Services
Stand Out from the Crowd with Our Cutting-Edge Creative Design ServicesPingStudio
 
Accelerating International Growth with Perectly Tuned Communications
Accelerating International Growth with Perectly Tuned CommunicationsAccelerating International Growth with Perectly Tuned Communications
Accelerating International Growth with Perectly Tuned CommunicationsEnterprise Ireland
 
Employee engagement research and best practices
Employee engagement research and best practicesEmployee engagement research and best practices
Employee engagement research and best practicesJack Morton Worldwide
 
10 Content Marketing Tips
10 Content Marketing Tips10 Content Marketing Tips
10 Content Marketing Tipslberson
 

Semelhante a 10 Insightful Quotes On Designing A Better Customer Experience (20)

The Difference Engine 2014
The Difference Engine 2014The Difference Engine 2014
The Difference Engine 2014
 
What is Experience strategy?
What is Experience strategy? What is Experience strategy?
What is Experience strategy?
 
The Difference Engine 2014 - An Insight-Driven Product Strategy Company
The Difference Engine 2014 - An Insight-Driven Product Strategy CompanyThe Difference Engine 2014 - An Insight-Driven Product Strategy Company
The Difference Engine 2014 - An Insight-Driven Product Strategy Company
 
AuraTalk Issue 3
AuraTalk Issue 3AuraTalk Issue 3
AuraTalk Issue 3
 
What Does A Social Media Manager Do?
What Does A Social Media Manager Do?What Does A Social Media Manager Do?
What Does A Social Media Manager Do?
 
Brand starter cxx 2
Brand starter cxx 2Brand starter cxx 2
Brand starter cxx 2
 
Brand starter cxx 2
Brand starter cxx 2Brand starter cxx 2
Brand starter cxx 2
 
6 Reasons To Meet Tnoc
6 Reasons To Meet Tnoc6 Reasons To Meet Tnoc
6 Reasons To Meet Tnoc
 
SpencerHall Capabilities Overview
SpencerHall Capabilities OverviewSpencerHall Capabilities Overview
SpencerHall Capabilities Overview
 
UX South West - Engaging clients meaningfully in the process of digital design
UX South West - Engaging clients meaningfully in the process of digital designUX South West - Engaging clients meaningfully in the process of digital design
UX South West - Engaging clients meaningfully in the process of digital design
 
Design Value And Tips For Business
Design Value And Tips For BusinessDesign Value And Tips For Business
Design Value And Tips For Business
 
Accelerating international growth with perfectly tuned communications| Ed Fie...
Accelerating international growth with perfectly tuned communications| Ed Fie...Accelerating international growth with perfectly tuned communications| Ed Fie...
Accelerating international growth with perfectly tuned communications| Ed Fie...
 
Stand Out from the Crowd with Our Cutting-Edge Creative Design Services
Stand Out from the Crowd with Our Cutting-Edge Creative Design ServicesStand Out from the Crowd with Our Cutting-Edge Creative Design Services
Stand Out from the Crowd with Our Cutting-Edge Creative Design Services
 
Accelerating International Growth with Perectly Tuned Communications
Accelerating International Growth with Perectly Tuned CommunicationsAccelerating International Growth with Perectly Tuned Communications
Accelerating International Growth with Perectly Tuned Communications
 
Business Evolution Support
Business Evolution SupportBusiness Evolution Support
Business Evolution Support
 
Social media marketing
Social media marketingSocial media marketing
Social media marketing
 
Employee engagement research and best practices
Employee engagement research and best practicesEmployee engagement research and best practices
Employee engagement research and best practices
 
Your Brand Assets
Your Brand AssetsYour Brand Assets
Your Brand Assets
 
10 Content Marketing Tips
10 Content Marketing Tips10 Content Marketing Tips
10 Content Marketing Tips
 
10 Content Marketing Tips
10 Content Marketing Tips10 Content Marketing Tips
10 Content Marketing Tips
 

Mais de Yuan Wang

Designing for life-changing impact: From bottled water to ending world poverty
Designing for life-changing impact: From bottled water to ending world povertyDesigning for life-changing impact: From bottled water to ending world poverty
Designing for life-changing impact: From bottled water to ending world povertyYuan Wang
 
How Digital Is Becoming A Mobile First Experience
How Digital Is Becoming A Mobile First ExperienceHow Digital Is Becoming A Mobile First Experience
How Digital Is Becoming A Mobile First ExperienceYuan Wang
 
The secret to 10,000 likes? Running a social media campaign with UX and behav...
The secret to 10,000 likes? Running a social media campaign with UX and behav...The secret to 10,000 likes? Running a social media campaign with UX and behav...
The secret to 10,000 likes? Running a social media campaign with UX and behav...Yuan Wang
 
5 Brilliant Quotes on Agile UX
5 Brilliant Quotes on Agile UX5 Brilliant Quotes on Agile UX
5 Brilliant Quotes on Agile UXYuan Wang
 
10 Habits of Successful Creative People: How to change your mind and build cr...
10 Habits of Successful Creative People: How to change your mind and build cr...10 Habits of Successful Creative People: How to change your mind and build cr...
10 Habits of Successful Creative People: How to change your mind and build cr...Yuan Wang
 
Brave New World of Responsive Design
Brave New World of Responsive DesignBrave New World of Responsive Design
Brave New World of Responsive DesignYuan Wang
 

Mais de Yuan Wang (6)

Designing for life-changing impact: From bottled water to ending world poverty
Designing for life-changing impact: From bottled water to ending world povertyDesigning for life-changing impact: From bottled water to ending world poverty
Designing for life-changing impact: From bottled water to ending world poverty
 
How Digital Is Becoming A Mobile First Experience
How Digital Is Becoming A Mobile First ExperienceHow Digital Is Becoming A Mobile First Experience
How Digital Is Becoming A Mobile First Experience
 
The secret to 10,000 likes? Running a social media campaign with UX and behav...
The secret to 10,000 likes? Running a social media campaign with UX and behav...The secret to 10,000 likes? Running a social media campaign with UX and behav...
The secret to 10,000 likes? Running a social media campaign with UX and behav...
 
5 Brilliant Quotes on Agile UX
5 Brilliant Quotes on Agile UX5 Brilliant Quotes on Agile UX
5 Brilliant Quotes on Agile UX
 
10 Habits of Successful Creative People: How to change your mind and build cr...
10 Habits of Successful Creative People: How to change your mind and build cr...10 Habits of Successful Creative People: How to change your mind and build cr...
10 Habits of Successful Creative People: How to change your mind and build cr...
 
Brave New World of Responsive Design
Brave New World of Responsive DesignBrave New World of Responsive Design
Brave New World of Responsive Design
 

Último

Load and Performance Testing Services for Mobile Applications.pptx
Load and Performance Testing Services for Mobile Applications.pptxLoad and Performance Testing Services for Mobile Applications.pptx
Load and Performance Testing Services for Mobile Applications.pptxCalidad Infotech
 
Shivatechnohub Digital Marketing It Services.docx
Shivatechnohub Digital Marketing  It Services.docxShivatechnohub Digital Marketing  It Services.docx
Shivatechnohub Digital Marketing It Services.docxshivatechnohub
 
Top Educational App Ideas to Consider in 2024 for Startups.pdf
Top Educational App Ideas to Consider in 2024 for Startups.pdfTop Educational App Ideas to Consider in 2024 for Startups.pdf
Top Educational App Ideas to Consider in 2024 for Startups.pdfJPLoft Solutions
 
Digital Signature services provider in Gurgaon
Digital Signature services provider in GurgaonDigital Signature services provider in Gurgaon
Digital Signature services provider in GurgaonDigital Signature Agency
 
Troubleshooting QuickBooks: Addressing Federal Tax Withholding Failures"
Troubleshooting QuickBooks: Addressing Federal Tax Withholding Failures"Troubleshooting QuickBooks: Addressing Federal Tax Withholding Failures"
Troubleshooting QuickBooks: Addressing Federal Tax Withholding Failures"Accounting and Bookkeeping Services
 
Gate Fencing - Perimeter Solutions Limited
Gate Fencing - Perimeter Solutions LimitedGate Fencing - Perimeter Solutions Limited
Gate Fencing - Perimeter Solutions Limitedperimetersolutions01
 
How to Get 10000 IGTV Views in India - IndianLikes
How to Get 10000 IGTV Views in India - IndianLikesHow to Get 10000 IGTV Views in India - IndianLikes
How to Get 10000 IGTV Views in India - IndianLikesSagar Sinha
 
10 ways to keep your classroom clean.pptx
10 ways to keep your classroom clean.pptx10 ways to keep your classroom clean.pptx
10 ways to keep your classroom clean.pptxMulti Cleaning
 
Top 5 Things to Think About When Replacing Your Home’s Siding
Top 5 Things to Think About When Replacing Your Home’s SidingTop 5 Things to Think About When Replacing Your Home’s Siding
Top 5 Things to Think About When Replacing Your Home’s SidingAlexa Bale
 
Android App Development A Complete Guide 2024.pdf
Android App Development A Complete Guide 2024.pdfAndroid App Development A Complete Guide 2024.pdf
Android App Development A Complete Guide 2024.pdfJPLoft Solutions
 
Latest Online Tenders Portal in Jaipur - Tender Grid
Latest Online Tenders Portal in Jaipur - Tender GridLatest Online Tenders Portal in Jaipur - Tender Grid
Latest Online Tenders Portal in Jaipur - Tender GridTender Grid
 
Safe and Sustainable Waste, Energy, and Water Management
Safe and Sustainable Waste, Energy, and Water ManagementSafe and Sustainable Waste, Energy, and Water Management
Safe and Sustainable Waste, Energy, and Water ManagementAussie Hydro-Vac Services
 
How to Fix QuickBooks Multi-User Mode Not Working Issue.pptx
How to Fix QuickBooks Multi-User Mode Not Working Issue.pptxHow to Fix QuickBooks Multi-User Mode Not Working Issue.pptx
How to Fix QuickBooks Multi-User Mode Not Working Issue.pptxJamesRyter1
 
Atom11: Optimize Your Amazon PPC Campaigns for Maximum ROI
Atom11: Optimize Your Amazon PPC Campaigns for Maximum ROIAtom11: Optimize Your Amazon PPC Campaigns for Maximum ROI
Atom11: Optimize Your Amazon PPC Campaigns for Maximum ROIsaleatom11ind
 
Top Online Shopping Apps in USA 2024.pdf
Top Online Shopping Apps in USA 2024.pdfTop Online Shopping Apps in USA 2024.pdf
Top Online Shopping Apps in USA 2024.pdfJPLoft Solutions
 
Irri Design Studio's Innovative Approach to Irrigation Design and Construction
Irri Design Studio's Innovative Approach to Irrigation Design and ConstructionIrri Design Studio's Innovative Approach to Irrigation Design and Construction
Irri Design Studio's Innovative Approach to Irrigation Design and ConstructionIrri Design Studio
 
6 Pro Tips on How to Prevent Gutter Damage from Snow
6 Pro Tips on How to Prevent Gutter Damage from Snow6 Pro Tips on How to Prevent Gutter Damage from Snow
6 Pro Tips on How to Prevent Gutter Damage from Snowacadiaborton
 

Último (18)

Load and Performance Testing Services for Mobile Applications.pptx
Load and Performance Testing Services for Mobile Applications.pptxLoad and Performance Testing Services for Mobile Applications.pptx
Load and Performance Testing Services for Mobile Applications.pptx
 
Shivatechnohub Digital Marketing It Services.docx
Shivatechnohub Digital Marketing  It Services.docxShivatechnohub Digital Marketing  It Services.docx
Shivatechnohub Digital Marketing It Services.docx
 
Top Educational App Ideas to Consider in 2024 for Startups.pdf
Top Educational App Ideas to Consider in 2024 for Startups.pdfTop Educational App Ideas to Consider in 2024 for Startups.pdf
Top Educational App Ideas to Consider in 2024 for Startups.pdf
 
Digital Signature services provider in Gurgaon
Digital Signature services provider in GurgaonDigital Signature services provider in Gurgaon
Digital Signature services provider in Gurgaon
 
Troubleshooting QuickBooks: Addressing Federal Tax Withholding Failures"
Troubleshooting QuickBooks: Addressing Federal Tax Withholding Failures"Troubleshooting QuickBooks: Addressing Federal Tax Withholding Failures"
Troubleshooting QuickBooks: Addressing Federal Tax Withholding Failures"
 
Gate Fencing - Perimeter Solutions Limited
Gate Fencing - Perimeter Solutions LimitedGate Fencing - Perimeter Solutions Limited
Gate Fencing - Perimeter Solutions Limited
 
How to Get 10000 IGTV Views in India - IndianLikes
How to Get 10000 IGTV Views in India - IndianLikesHow to Get 10000 IGTV Views in India - IndianLikes
How to Get 10000 IGTV Views in India - IndianLikes
 
10 ways to keep your classroom clean.pptx
10 ways to keep your classroom clean.pptx10 ways to keep your classroom clean.pptx
10 ways to keep your classroom clean.pptx
 
Top 5 Things to Think About When Replacing Your Home’s Siding
Top 5 Things to Think About When Replacing Your Home’s SidingTop 5 Things to Think About When Replacing Your Home’s Siding
Top 5 Things to Think About When Replacing Your Home’s Siding
 
Navigating the Complexities of Taxes.pptx
Navigating the Complexities of Taxes.pptxNavigating the Complexities of Taxes.pptx
Navigating the Complexities of Taxes.pptx
 
Android App Development A Complete Guide 2024.pdf
Android App Development A Complete Guide 2024.pdfAndroid App Development A Complete Guide 2024.pdf
Android App Development A Complete Guide 2024.pdf
 
Latest Online Tenders Portal in Jaipur - Tender Grid
Latest Online Tenders Portal in Jaipur - Tender GridLatest Online Tenders Portal in Jaipur - Tender Grid
Latest Online Tenders Portal in Jaipur - Tender Grid
 
Safe and Sustainable Waste, Energy, and Water Management
Safe and Sustainable Waste, Energy, and Water ManagementSafe and Sustainable Waste, Energy, and Water Management
Safe and Sustainable Waste, Energy, and Water Management
 
How to Fix QuickBooks Multi-User Mode Not Working Issue.pptx
How to Fix QuickBooks Multi-User Mode Not Working Issue.pptxHow to Fix QuickBooks Multi-User Mode Not Working Issue.pptx
How to Fix QuickBooks Multi-User Mode Not Working Issue.pptx
 
Atom11: Optimize Your Amazon PPC Campaigns for Maximum ROI
Atom11: Optimize Your Amazon PPC Campaigns for Maximum ROIAtom11: Optimize Your Amazon PPC Campaigns for Maximum ROI
Atom11: Optimize Your Amazon PPC Campaigns for Maximum ROI
 
Top Online Shopping Apps in USA 2024.pdf
Top Online Shopping Apps in USA 2024.pdfTop Online Shopping Apps in USA 2024.pdf
Top Online Shopping Apps in USA 2024.pdf
 
Irri Design Studio's Innovative Approach to Irrigation Design and Construction
Irri Design Studio's Innovative Approach to Irrigation Design and ConstructionIrri Design Studio's Innovative Approach to Irrigation Design and Construction
Irri Design Studio's Innovative Approach to Irrigation Design and Construction
 
6 Pro Tips on How to Prevent Gutter Damage from Snow
6 Pro Tips on How to Prevent Gutter Damage from Snow6 Pro Tips on How to Prevent Gutter Damage from Snow
6 Pro Tips on How to Prevent Gutter Damage from Snow
 

10 Insightful Quotes On Designing A Better Customer Experience

  • 2. None of us is as smart as all of us. Keeping your ideas to yourself is detrimental. Diversity of people equals diversity of ideas. Denise Jacobs
  • 3. Creativity... thrives on diversity, tension, sharing and collaboration. Stefan Klocek, “Better Together”
  • 4. A client-agency relationship is symbiotic. Work alongside your appointed agency so that they play a vital role in your vision and help you achieve your company or organisational objectives and KPIs. There is no such thing as a stupid idea! Discuss all possibilities to achieve the best outcome. Invest in discovery workshops and stakeholder meetings with your suppliers and staff so that all parties learn about your culture, listen to ideas and collaborate as one team. 1. Create together
  • 6. Google Self-Driving Car Project https://www.google.com/selfdrivingcar/where/
  • 7. Improve your website content by instilling an engaging tone of voice. Avoid writing long, dry content full of technical jargons. Make digital interactions fun by introducing subtle animations or transitions that fit the brand’s personality. Rewrite robotic system messages and help instructions to be clear, precise, friendly and perhaps even with a dose of appropriate humour. 2. Design for emotional engagement
  • 8. Design for context not devices. Derek Featherstone
  • 9. Display a phone number during office hours, and a contact form after hours. Reprioritise information about an event, such as logistics, schedule and photos based on whether it is leading up to the event (logistics), during the event (schedule) or after the event (photos). Present different help information about getting to one place, from car rentals to walking instructions, depending on how far the user is located away from the destination. 3. Design for context (time, location, proximity, device, state of mind, capabilities, activity & interests)
  • 10. A form can be long if it matches participant expectations. Louise Bassett & Jessica Enders
  • 11. Investigate whether the type of language used in a form matches user needs, whether form length matches expectations and whether the form is understandable to all target audiences. Implement the WCAG guide for accessibility to make sure all users can complete a form regardless of any disability. Empower research participants to feel valued and important to the user research process to drive accurate results. 4. Research user expectations
  • 12. Innovate like a UX researcher. Dan Szuc
  • 13. Just because something has been done the same way for 10 years doesn’t mean it’s the best way to do it. Constantly challenge the status quote in every part of your current customer experience to find new possibilities. Observe your customer behaviour and detect small details in the activities of your customers, suppliers and partners that suggest new ways of doing things. Triggered by questioning, observing, networking and experimenting, you can draw connections between questions, problems or ideas from unrelated fields, which form the catalyst for creativity. Draw conclusions from connecting customer problems with insights, and as a result, create new customer experience design solutions. Get to know a diverse range of your customers, not just your pre-determined target market, to gain radically different perspectives from individuals in order to find new opportunities to innovate. Networking Associational Thinking Questioning ExperimentingObserving Constantly try out new experiences, take things apart and test new ideas. Failing fast and failing often will result in faster innovation and the ability to find a better solution quicker. 5 traits of a successful innovator
  • 14. Don’t be afraid to ask people what they are doing. Chris O’Brien
  • 15. Conduct in-depth interviews with customers to find out where their pain points lie. Spend time observing your customers in the real world. Analyse and implement the findings, ensuring you build brand rapport with your customers. 6. Consult directly with customers
  • 16. Design for MAGIC. Make magic moments. Laura Naylor, Cliff Curry & Will Bates
  • 17. Start with a classic story arc Make the product the hero Keep your shoot in mind Be inventive but keep it simple
  • 18. Communicate the who, what, where, when and most importantly WHY of your brand using the important methods of storytelling and meaningful UX design. Communicate your vision to your audience using powerful triggers. Use emotionally engaging icons, images, video and animation to communicate with your audience. 7. Harness storytelling techniques
  • 19. Answer human needs in a brand-proprietary way. Andrew Wight
  • 20. Articulate your brand story via identifying your brand archetype and purpose. Define your brand’s role in your customer’s story, where your customer is the hero, you are the mentor and your product or service is the gift. Translate the story into customer touchpoints. 8. Align the experience to your brand
  • 21. Brand Archetpyes - http://www.inspectorinsight.com/emotion/making-your-brand-emotional-human-goals-and-buyer-behaviour/
  • 22. Making sure you’re measuring the right metrics is important. Andrea Browne & Gillian Vogl
  • 23. Understand the goals of your organisation prior to the development of an app or website. Help your company or organisation understand and set up reasonable metrics, understanding context and environment of line of enquiry. Implement solutions based on meaningful findings and then measure the outcomes. 9. Define your goals and metrics
  • 24. Building trust with your customers leads to brand loyalty. Wesley Rodricks & Yuan Wang https://thankyou.co
  • 25. 10. Build trust with persuasive design What is an effective cue for your customers to take action without being annoying? Increasing the frequency of this cue may increase a desired behaviour if it’s relevant to their needs. Triggers Is it easy for your customers to take the desired action? Are they limited by time, money or effort? Making this simple for them may induce more actions. Simplicity What is motivating your customers? What pain points are you solving for them? It is often easy for businesses to assume their customers’ motivations without truly understanding their problems, hopes and fears. Motivation How are you rewarding your customers after they’ve taken the desired action? Is the reward worth the effort and will they do it again? Building the right rewards will set the scene for repeat customers. Rewards