If you are designing experiences for services then you will need service designers. If it is a space or counter experience then it may include training, architecture, interior design, display design, wayfinding and more. If you are designing experience for a product and that product is a device then you may include industrial designers and … Read more
Jeofrey Bean of Del Mar Research and I are putting the final edits on our new book, The Customer Experience Revolution. It will be available January 2012. Jeof and I have interviewed folks who have shared their talents with Xerox PARC, Apple, Google, Netflix, Yahoo!, Amazon.com, JD Powers and more to gain insights into how great companies … Read more
Vovici, provider of enterprise feedback management solutions, has an exclusive whitepaper, Getting Behind the Customer Experience Wheel, where they describe how to create a Customer Journey Map and a “Customer Experience Wheel” as part of creating a Voice of the Customer program. The whitepaper states, “Research reveals that having a centralized customer experience team and … Read more
In Hugh Macleod’s blog “Your customer won’t take a bullet for you” (love that title), he states that “If you want to benefit from a customer’s loyalty, you can’t bribe it, you must earn it. Deserve it. Focus not on upgrading your product but upgrading your user’s capabilities.” Hugh goes on and states that “Instead … Read more
I don’t need to tell you that industry research studies have found that the average company provides a customer experience that’s mediocre at best and infuriating at worst. We have all been on the receiving end of mediocre experience or worse. Now days, we all know that designing interactions to meet or exceed expectations will … Read more
I have had a fascination with color and culture for most of my life. From color theory to ethnography, it is all so interesting! And important when you are designing anything for people! They are both complex and the intersection can be integrate. Here is one of the best data visualizations that I have ever seen on this. … Read more
Accessibility is a general term used to describe the degree to which a product, device, service, or environment is available to as many people as possible. Accessibility can be viewed as the “ability to access” and possible benefit of some system or entity. Accessibility is often used to focus on people with disabilities or special … Read more
Overview Skinit is the global leader in consumer electronic device personalization. In 2007 Skinit was preparing to enhance the previously successful Photo Uploader, a web-based application that allows consumers to upload their own photos and manipulate designs for their personal electronic devices. Darryl Kuhn, Skinit CTO, reached out to me to help with the redesign … Read more
In pursuit of new business, a small consulting firm was frequently asked if they had a website. Based on the demand-side information and needs of the business, the three missions of the website were to: Establish company credibility Be an easy-to-use networking tool Provide those working at the company with an easy-to-access, anywhere sales presentation … Read more
Validate that customers’ needs are met and tasks are easy to do. Putting your solution in context for your customers and users, is a key to validating that the solution meets their needs and is easy to use. You need to work with people who fit the profile of your target customers and conduct design … Read more
The user experience encompasses all aspects of a visitor’s interaction with the company’s services, products, and website. It is critical to the company’s success to provide excellent prospect and customer experiences. This objective puts the user at the center of the design process—incorporating user concerns and advocacy from the beginning—and dictates that the needs of … Read more
Develop a specific mission for your website—before investing the technical and creative talent, time, and money in the build. Here are some examples of actual website business missions: Reduce time-to-market and time-to-revenue Generate qualified leads Expand product and service reach while reducing our costs Target a previously unreachable customer Allow partners to more easily do … Read more