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When Channel Dies - UX Australia 2012

This presentation was delivered by Harriet Wakelam and Jessica Ukotic for NAB at UX Australia 2012. It examines how mutli-channel for banking and finance is no longer a luxury, in fact the concept of channel is dead... and looks at the tools and techniques needed to work in truly multi-channel environments.

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When Channel Dies - UX Australia 2012

  1. 1. Once upon a time...
  2. 2. Once upon a time...
  3. 3. Once upon a time... Concept store
  4. 4. Once upon a time... Concept store
  5. 5. Once upon a time... Concept store
  6. 6. Once upon a time... Concept store Customer Experience
  7. 7. Once upon a time... Concept store Customer Experience
  8. 8. Once upon a time... Concept store Customer Experience Rupert the goat/Customer
  9. 9. Silos CALLDIGITAL CAPABILITY CENTRE RETAIL WHOLESALE
  10. 10. THE PROJECTRetail store testing
  11. 11. Source: Hyperbole and a half
  12. 12. Source: Hyperbole and a half
  13. 13. NAB CX Design Principles Principles removed
  14. 14. Store opening
  15. 15. Accessibility
  16. 16. Accessibility
  17. 17. Accessibility
  18. 18. Kidzone...
  19. 19. Kidzone...
  20. 20. Customers will rebel (video removed to protect privacy of customer)
  21. 21. Working with groups Source: http://www.mainstgazette.com
  22. 22. Source: youtube 007natedawg
  23. 23. Design mindset“Design solves problemsand business has lots ofproblems. Good designsolves the right problems.”- Thomas Lockwood Wordpress: considermoon
  24. 24. EpilogueTesting ‘all the things’ allowedeveryone to focus on the deliveryof a successful customer andbusiness experience.
  25. 25. THE END (ish) @hwakelam harriet.wakelam@nab.com.au @jessukotic jessica-ann.x.ukotic@nab.com.au

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