User experience (UX) encompasses all aspects of the end-user’s interaction with a company, its services, and its products. The first requirement for an exemplary user experience is to meet the exact needs of the customer, without fuss or bother” – Nielsen Norman Group. In the past gaining insight into customers through traditional research methods has been a time consuming and expensive exercise that many businesses were reluctant to do… but things are changing. Social media like Facebook and Twitter have created a gathering place for people to interact more intimately with brands and because of this we are seeing new and exciting tools in the emerging SocialCRM space that are making it fast and easy to gain insight into customers’ needs while remaining extremely cost effective. I will explain the importance of user experience, and demonstrate ways to engage with your social followers to solicit the valuable insight that will allow you to deliver a better: product experience, service experience and overall brand experience.

1. Friday, May 6, 2011

2. Jason Cyr
CEO Tristorm Product Design
Co-Founder of Pareto User Experience Group
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5. A little about me...
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6. User Experience
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7. User experience (UX) encompasses all aspects of the
end-user's interaction with a company, its services, and
its products.
The first requirement for an exemplary user experience
is to meet the exact needs of the customer, without
fuss or bother.
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8. http://www.gooduxbadux.com
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9. http://www.gooduxbadux.com
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10. http://www.gooduxbadux.com
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11. User Centred Design
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12. User Centred Design is a philosophy
and a process in which the needs, wants,
and limitations of users of a product are
given extensive attention at each stage
of the design process
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13. Test
Source: http://www.sapdesignguild.org
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14. Customer Experience
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15. $1,000,000,000
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19. “Project Impact”
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20. They Asked:
“Would you prefer a less
cluttered store?”
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21. • Walmart revised their decades-old strategy of low
price and wide selection
• 15% of the inventory removed from the stores
• Removed pallets of items like juice boxes or
sweatshirts stacked in the centers of aisles.
• Slimmed down merchandise on “end caps,”
displays at the ends of aisles
• Shortened shelves
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23. Wrong Question
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26. Social Media
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31. Its not you... Its me
Source: http://www.sapdesignguild.org
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33. Learning is Listening
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35. The
Humanization
Highway
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36. Ignoring
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37. Ignoring
Listening
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38. Ignoring
Listening
Responding
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39. Ignoring
Listening
Responding
Participating
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40. © 2011 Tristorm Product Design Inc. | 122-41105 Tantalus Road, Squamish, British Columbia, V0N 1T0, Canada | www.tiipz.com
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41. © 2011 Tristorm Product Design Inc. | 122-41105 Tantalus Road, Squamish, British Columbia, V0N 1T0, Canada | www.tiipz.com
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42. © 2011 Tristorm Product Design Inc. | 122-41105 Tantalus Road, Squamish, British Columbia, V0N 1T0, Canada | www.tiipz.com
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43. Statistics
© 2011 Tristorm Product Design Inc. | 122-41105 Tantalus Road, Squamish, British Columbia, V0N 1T0, Canada | www.tiipz.com
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45. © 2011 Tristorm Product Design Inc. | 122-41105 Tantalus Road, Squamish, British Columbia, V0N 1T0, Canada | www.tiipz.com
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46. More Examples...
© 2011 Tristorm Product Design Inc. | 122-41105 Tantalus Road, Squamish, British Columbia, V0N 1T0, Canada | www.tiipz.com
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47. © 2011 Tristorm Product Design Inc. | 122-41105 Tantalus Road, Squamish, British Columbia, V0N 1T0, Canada | www.tiipz.com
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48. © 2011 Tristorm Product Design Inc. | 122-41105 Tantalus Road, Squamish, British Columbia, V0N 1T0, Canada | www.tiipz.com
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49. Wrapping up...
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50. Customer/User
Experience is Essential
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51. Source: http://www.sapdesignguild.org
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55. www.tiipz.com/fusion2011
Jason Cyr
jason@tiipz.com
604-626-2251
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56. © 2011 Tristorm Product Design Inc. | 122-41105 Tantalus Road, Squamish, British Columbia, V0N 1T0, Canada | www.tiipz.com
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