spare clive grinyer

1 6 April 2006

5 April 2011 Clive Grinyer Director of Customer Experience, IBSG Innovations

Designing Experience Lightning UX

technology stuff

technology stuff

technology stuff

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people

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mission…

stories

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the experience experiencing

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experience the experience

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experience the experience

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experience the experience

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experience the experience

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experience the experience

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experience the experience

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Research to purchase, first use and customer service, each point can deliver customer delight or dissatisfaction

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Research, trial, compare and decide

Purchase or subscribe to products and services

Set up, Speed of Adoption, Use

Increase use, up-sell, tell friends

Customer retention, repeat business

Source: Cisco IBSG, 2009

•  Brand •  Advertising •  Feature/Price •  Friends •  Availability

•  Point-of-purchase

•  Web Store •  Delivery •  Install

•  Design •  Packaging •  Out of Box •  User manual •  Help Desk

•  Billing •  Service •  Upgrade •  Web/ Mobile

•  Loyalty Programs

•  Personalize •  Web/Mobile •  CSR

experience design

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experience design

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experience design

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experience design

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visualising early

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emotion…

design elements

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Design it…

the future

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!  with the future…

Dialogue…

the future

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strategy

decisions

design

experiences

people

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thanks cgrinyer@cisco.com

www.clivegrinyer.com