spare clive grinyer
TRANSCRIPT
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
5
people
6
mission…
stories
7
the experience experiencing
8
experience the experience
9
experience the experience
10
experience the experience
11
experience the experience
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experience the experience
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experience the experience
14
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
15
experience design
16
experience design
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17
experience design
18
visualising early
19
emotion…
design elements
20
Design it…
the future
21
! with the future…
Dialogue…
the future
22
strategy
decisions
design
experiences
people
