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Customers are your best partners for delivering a better experience
 - UXLx 2013

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Customers are your best partners for delivering a better experience
 - UXLx 2013

3

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Lightning Talk presented at UX Lisbon 2013.
Based on the latest work we did for several museums, we will show you how to obtain effective feedback from users as well as improve the customer experience by facilitating and mapping responses while considering the many touchpoints of your brand’s ecosystem.

Lightning Talk presented at UX Lisbon 2013.
Based on the latest work we did for several museums, we will show you how to obtain effective feedback from users as well as improve the customer experience by facilitating and mapping responses while considering the many touchpoints of your brand’s ecosystem.

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Customers are your best partners for delivering a better experience
 - UXLx 2013

  1. 1. Relax In The Air UXLx 2013 - Lisbon MC CASAL Give’em a voice! Customers are your best partners for delivering a better experience Copyright© MAH Genève http://www.flickr.com/photos/mahgeneve/8249991330
  2. 2. The slasher effect
  3. 3. Copyright© Relax in The Air feedback on experience
  4. 4. This is how your customers perceive their interaction with your business. ____________________ Customer Experience
  5. 5. HOW YOU SEE ME
  6. 6. you wish...
  7. 7. CONTEXT Copyright© Relax in The Air
  8. 8. Relax In The Air UXLx - May 2013 Copyright© 2013 Relax In The Air inside-out context MUSEUMS
  9. 9. Relax In The Air UXLx - May 2013 Copyright© 2013 Relax In The Air empowerment customers context MUSEUM EXPERIENCE EXPERIENCE website tools services point of sale s ocial SHARE likes comments wOM OPPORTUNITIES OPPORTUNITIES
  10. 10. Copyright© lajeunessenicoise.com align people
  11. 11. Image copyright© undiesboyssoccer.blogspot.com Change Holistic perspective Customer oriented change process Human infrastructure & organization Definition of roles & responsibilities
  12. 12. Relax In The Air align people organization chart UXLx - May 2013 Copyright© 2013 Relax In The Air
  13. 13. Relax In The Air align people organization chart agile structure UXLx - May 2013 Copyright© 2013 Relax In The Air
  14. 14. Relax In The Air • adapt and improve roles and responsibilities • BE collaborative, conversational and empowered • Spread knowledge and awareness across the organization align people organization chart agile structure UXLx - May 2013 Copyright© 2013 Relax In The Air
  15. 15. Copyright© Relax in The Air Process
  16. 16. @ Facebook Linkedin Flickr Youtube Instagram Foursquare Twitter Google+ Museum 1 Museum 2 Museum 3 Museum 4 Library Relax In The Air UXLx - May 2013 Copyright© 2013 Relax In The Air A B process map the ecosystem
  17. 17. Relax In The Air UXLx - May 2013 Copyright© 2013 Relax In The Air @ business on site process map the ecosystem MUSEUMS
  18. 18. Relax In The Air UXLx - May 2013 Copyright© 2013 Relax In The Air process ENVIRONMENT human institution touchpoint category Places (museum) Touchpoints processes People Employees partners processes Institution Policies corporate social
  19. 19. process Copyright© Relax in The Air collect feedback 1. Identify user’s input 2. Give feedback 3. Define customer 4. Prioritize 5. Classify under right topic
  20. 20. hu man Relax In The Air UXLx - May 2013 Copyright© 2013 Relax In The Air process analyze Buying products (museum) Lack of information (telephone) Community management (online) Obnoxious employees (museum)
  21. 21. Image copyright© showcase.ca Analyze Recurrence Patterns Customer influence Priority Difficulty level
  22. 22. Relax In The Air UXLx - May 2013 Copyright© 2013 Relax In The Air process priority and roadmap Obnoxious employees (museum) Priority 1 Priority 2 Priority 3
  23. 23. Relax In The Air UXLx - May 2013 Copyright© 2013 Relax In The Air @ business on site build & measure & Learn process MUSEUMS
  24. 24. Relax In The Air UXLx - May 2013 Copyright© 2013 Relax In The Air process engage customers
  25. 25. Relax In The Air UXLx - May 2013 Copyright© 2013 Relax In The Air business process engage customers MUSEUMS
  26. 26. tips on customer development interviews one person at a time separate feedback and behavior accept things you don’t want to hear politeness is not an option avoid the yes/no questions listen, don’t talk
  27. 27. Relax In The Air UXLx - May 2013 Copyright© 2013 Relax In The Air process deliver business deliver MUSEUMS
  28. 28. Relax In The Air UXLx - May 2013 Copyright© 2013 Relax In The Air process moderate
  29. 29. LEARN
  30. 30. Copyright© Relax in The Air this is not the end Copyright© AMC - The Walking Dead
  31. 31. Image copyright© stockproject1.deviantart.com Considerations on tools Budget Size of business Human resources Knowledge Company culture
  32. 32. Life is hard, it’s harder if you’re stupid. ____________________ John Wayne
  33. 33. The happiness we bring to our customers gives our work all its value. Thank you Enjoy Lisbon relaxintheair.com @mccasal @relaxintheair You’ll also find happy stuff on Linkedin, Vimeo, Facebook et Slideshare

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