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Transforming
Customer Experience
DAN FAHRNER & MARK SHREVE
SmallBox
What is customer experience?
THE INTERNET:
Customer experience is an interaction
between an organization and a
customer over the duration of their
relationship.
What makes for a great interaction?
Intentional
Intentional
Values-based
Intentional
Values-based
People-centered
US
THEM
Have an example?
How do I actually go from good to great?
DESIGN THINKING
D.SCHOOL
empathize
define
ideate
prototype
test
empathize
define
ideate
prototype
test
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Understand:
Put yourself in the
customer’s shoes!
empathize
define
ideate
prototype
test
Frame the Problem:
Identify the right pain
points.
empathize
define
ideate
prototype
test
Diverge & Converge:
Find the broadest range of
ideas before prioritizing
what to solve.
Let’s practice!
Priority Matrix!
Give each idea a score from 0-10 by:
Value for the customer
Potential value for the business
Alignment with org capabilities
Overall gut feeling
Let’s talk!