user experience design for omni-channel customer service by rob findlay
DESCRIPTION
ISS Service Innovation Leadership conference - 'Service Excellence in the Omni-channel Era'. Presentation by Rob Findlay, Customer & Innovation Culture Lead, DBS Bank, on 11 Nov 2014. www.iss.nus.edu.sg/OmnichannelTRANSCRIPT
UX Design for Omni-Channel Customer Service
Rob Findlay DBS Bank
Personal Digital Connected
What are banks thinking about
Removing friction
Creating knowledge
Omnichannel challenge
The rise of the UXer
So what are these hipsters upto?
Looking
Understanding
Making
Teaching
CX
Customer Experience
The sum of all experiences in dealing with a company
Competency at a corporate level
UX
User Experience
The summary of the use of products and services
Competency at a product level
UI
User Interface
The interface customers use to interact with your products and services
Competency at an interface level
CJ
Customer Journey
The end to end experience for a particular customer need or life stage
Competency at a cross channel level
CX
CJ CJ CJ
UX UX UX UX UX UX
UI UI UI UI UI UI UI UI UI UI UI UI
Strategy Customer
Understanding Design
Measurement Governance Culture
From Solving Problems To Creating Problem Solvers
Omnichannel for banks is hard – cost, effort, data, change management Good UX can help bridge the gaps without the need for drastic surgery Culturally it’s a new thing, but the journey and benefits can be rewarding Good UX is now expected – everywhere!
Thanks [email protected]