Click here to load reader

Customer centric transformation

  • View
    236

  • Download
    0

Embed Size (px)

Text of Customer centric transformation

PowerPoint Presentation

Digital transformation withoutcustomer-centric transformationmakes no sense

Johan Verhaegen - UX Strategist

Virtual RealityVR places the user in another location entirely.

Wired Magazine, May 2016

3

Augmented RealityIn augmented reality, the visible natural world is overlaid with a layer of digital content.

4

https://youtu.be/4EvNxWhskf8

cf. SnapChat wearable5

Mixed RealityIn mixed reality, virtual objects are integrated into and responsive to the natural world.

6

7

Voice driven interfacesSiriOK GoogleAmazon Echo => (not portable) Most used in the kitchenPlay a songControl smart lightsSet a time

9

Yuval Harari: Books are beginning to read people in a more careful way than people read books. Your Kindle is analysing all the time how you read. When it is connected to face-recognition algorithms it will be able to know the exact emotional impact of every sentence. Imagine what kind of stories you could create if you knew those things.

https://www.theguardian.com/lifeandstyle/2016/aug/27/yuval-noah-harari-we-are-quickly-acquiring-powers-that-were-always-thought-to-be-divine

10

Photo by Courtesy of Warner Bros. Picture - 2013 - Untitled Rick Howard Company LLC

Her 2013

A lonely writer (Theodore Twombly) develops an unlikely relationship with his newly-purchased operating system that's designed to meet his every need.

Installs a new OS, with Samantha as a voice.

No more tapping, pointing or clicking, every interactions happens via conversational user interface.11

Youll need more than your traditional design tools12

UX FRAMEWORK 2016 Human Interface Group

CUSTOMER JOURNEY

CUSTOMER INSIGHTDESIGN VISION

VALUEPROPOSITION

2016 Human Interface Group

CUSTOMER JOURNEY

Customer journey visualizes how a customer interacts with your organization or your product, over the entire lifecycle

http://bit.ly/1NLh2bZ

Not so greatGreat!Great!

Research to understand the problem

Design a solution

for the perfect customer journey

2016 Human Interface Group

EXPERIENCE MAP

SERVICE BLUEPRINT

CUSTOMER JOURNEY

2016 Human Interface GroupEXPERIENCE MAP

Experience map

Nobel Prize-winning psychologist Daniel Kahneman, saw confirmation of a psychological heuristic called the peak-end rule: peoples memories of an experience are based on a rough average of the most intense moment (the peak) and the final moment (the end).

https://www.smashingmagazine.com/2016/08/user-memory-design-how-to-design-for-experiences-that-last/?ref=mybridge.co

21

Experience map

2016 Human Interface GroupSERVICE BLUEPRINT

Service blueprint

CUSTOMER JOURNEY

CUSTOMER INSIGHTDESIGN VISION

UX FRAMEWORK 2016 Human Interface GroupVALUEPROPOSITION

Design experiences instead of screensUse a UX framework to create new experiencesPut the customer at the center of everydigital transformation projectTAKEAWAYS

Contact us

De Regenboog 112800 MechelenBelgiumwww.higroup.com

+32 (0)15 40 01 38Follow us

Human Interface Group

@higroup

Human Interface Group

[email protected] you!

Customer journey toevoegen

Search related