ux, marketing & brand: designing customer experiences where digital marketing and product...

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Post on 11-Aug-2014

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This is the era of great customer experiences. All around us we see thriving examples of businesses that have disrupted their legacy predecessors by observant and intuitive innovators. The marketing and product development functions have long resided in separate parts of an organization. What is often missing in this bifurcated setup is a holistic approach to engaging and satisfying the consumer on their terms most, if not all of the time. For too long, digital marketing has been thought of in terms of “push” and “pull” tactics without sufficient consideration of the connectivity and continuity between the efforts. For example, “push” brand messaging is thought of as reach and segmentation. But what about “push” marketing strategies that are more relevant and far reaching, such as social media integrations that are “baked” into the product from the outset? Think about Groupon and the rewards you earn from friend purchases as an example. On the “pull” side of things, it is easy to forget about the product itself as a “pull” marketing vehicle. Digital storefronts (ecommerce sites, mobile commerce) and social platforms are hidden marketing workhorses when overlain with the personalization capabilities afforded by data. Carefully designed user experiences that are built on a deep understanding of user needs and pain points, easy-to-use ecommerce sites and mobile apps that convert with every “Add To Cart” tap or click accelerated by contextual information, content narratives on Facebook that entice and engage – these are all product experiences waiting to exert their natural pull on the customer. The goal is to create compelling interactions at every point in the customer’s journey in a deliberate and customer-focused way. Organizations must be ready to embrace new team structures, create a culture of systems-thinking, and most importantly, challenge the status quo in order to stay relevant in today’s fast-moving customer-led world.

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  • UX Strategies Summit | June 11, 2014 The Intersection of UX, Marketing & Brand @Lynn _Teo #UXSS
  • In-HouseProduct SoftwareDesign Agency/Consultancy DigitalProducts ExperienceDesign Independent StartupAdvisory Education ProductManagement DigitalTransformation "@Lynn_Teo | #UXSS
  • @Lynn_Teo | #UXSS BPMF vs APMF
  • @Lynn_Teo | #UXSS Credit: Sean Ellis http://www.startup-marketing.com/the-startup-pyramid/
  • @Lynn_Teo | #UXSS BPMF = UX
  • @Lynn_Teo | #UXSS BPMF = UX
  • @Lynn_Teo | #UXSS APMF =
  • @Lynn_Teo | #UXSS APMF = Mktg
  • @Lynn_Teo | #UXSS Brand
  • @Lynn_Teo | #UXSS
  • @Lynn_Teo | #UXSS
  • @Lynn_Teo | #UXSS
  • @Lynn_Teo | #UXSS
  • UX Mktg UX Mktg @Lynn_Teo | #UXSS
  • @Lynn_Teo | #UXSS Why are we thinkingabout UX andMarketing as disparate functions ?
  • @Lynn_Teo | #UXSS User Experience Marketing +
  • @Lynn_Teo | #UXSS Customer Experiences
  • @Lynn_Teo | #UXSS Product/Software Shop:" creates apps to help teams brainstorm, plan and manage projects!
  • UX UX MktgMktg Mktg UX
  • @Lynn_Teo | #UXSS Research:" Proprietary market research, industry best practice, consultancy!
  • UXMktg UX Mktg UX Mktg
  • @Lynn_Teo | #UXSS Product/Software Shop:" Open Source Repository and social network for programmers!
  • UX Mktg/UX Mktg/UX @Lynn_Teo | #UXSS
  • @Lynn_Teo | #UXSS Ecommerce Product:" Personalized guest-only online shopping destination!
  • UX Mktg UX @Lynn_Teo | #UXSS
  • Getting the Customer to Come To You" @Lynn_Teo | #UXSS PULL
  • Getting the Customer to Come To You" @Lynn_Teo | #UXSS PULL=Product
  • Taking a Product to a Customer" @Lynn_Teo | #UXSS PUSH
  • Taking a Product to a Customer" @Lynn_Teo | #UXSS PUSH=Mktg
  • @Lynn_Teo | #UXSS PUSHinto PULL Bakeamplificationandsharing toolsintoproductfeatures? Identifyinfluencers&co-creators? Whatkindsofassetsdoweprovide themtofacilitatesharing? Incentivizeearlyadopters? PULL into PUSH Createhigh-valuecontentthatpays offearlytoattractprospects Listen,engage,respond&build relationships Inviteproduct/servicetrialsand user-generatedcontent(in-store photos,instagramuploads,ecomm)
  • How do we collaborate more effectively? UX + Marketing @Lynn_Teo | #UXSS
  • (Digital) Product & UX Marketing ProductManagement Engineering Design(UX,Visual,IxD) UserResearch Analytics BrandManagement Strategy Creative ConsumerResearch CRM InHouse Cross Function @Lynn_Teo | #UXSS
  • Integrate Social (Listening, Sharing) Deeply Understand Consumer Motivations @Lynn_Teo | #UXSS Create Voice of the Consumer Panel Turn the Experience into Brand Differentiators
  • @Lynn_Teo | #UXSS 1. Facebook Insights, Hootsuite, Sysomos, Bottlenose, Curalate 2. Combine social insights with conversion data, brand sentiment, and field studies 3. Analyze results together (UX + Marketing) Integrate Social (Listening, Sharing)
  • @Lynn_Teo | #UXSS Bottlenose Sample Features
  • Bottlenose Sample Features @Lynn_Teo | #UXSS
  • Bottlenose Sample Features @Lynn_Teo | #UXSS
  • @Lynn_Teo | #UXSS 1. Fight assumptions or proxy views 2. G-O-O-B (Get out of the building) 3. Tie motivations, pain points, emotional needs to marketing communications Integrate Social (Listening, Sharing) Deeply Understand Consumer Motivations
  • @Lynn_Teo | #UXSS Helping a Business Innovate: USPS Small business owner shipping needs
  • @Lynn_Teo | #UXSS Helping a Business Innovate: USPS Consumer Journeys after fieldwwork visiting small business owners in their work spaces to understand how USPS can better serve, empower, and add value to small business owners
  • @Lynn_Teo | #UXSS Pre-shipping stresses Using 3rd party non USPS tools
  • @Lynn_Teo | #UXSS 1. Create one repository for all consumer feedback 2. Establish weekly meetings to review and prioritize. Model business lift from enhancements 3. Create a consumer-centric culture Integrate Social (Listening, Sharing) Create Voice of the Consumer Panel
  • @Lynn_Teo | #UXSS Customer-Centricity Permeates the Workplace Environment
  • Stakeholders Peers MarketingProduct Strategy Engineering Customer Support @Lynn_Teo | #UXSS Voice of the Consumer Panel HR/Learning Loyalty /Data Social Media
  • 1. Dont just make a brand promise; ensure its delivered at every touchpoint 2. Look to your digital product suite (ecommerce, mobile apps, social channels) to deliver seamlessly on both transactional and emotional fronts 3. Pilot, measure, iterate Turn the Experience into Brand Differentiators @Lynn_Teo | #UXSS
  • @Lynn_Teo | #UXSS Brand Strategy Experience Design Communications Who brand IS What brand SAYS What brand DOES
  • @Lynn_Teo | #UXSS
  • Turn Talk into Action Your Turn! @Lynn_Teo | #UXSS
  • Your Charge @Lynn_Teo | #UXSS
  • Your Charge 30 days Assemble X-func team Define problem 60 days Find exec sponsor Pilot the program 90 days Track results Share learning 7 days Reflect Peer brainstorm @Lynn_Teo | #UXSS
  • Thank you. Tweet me @Lynn_Teo lynnhteo@gmail.com