Upload
lightningux
View
214
Download
0
Tags:
Embed Size (px)
Citation preview
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
12
experience the experience
13
experience the experience
14
Research to purchase, first use and customer service, each point can deliver customer delight or dissatisfaction
!"##$%&'( )#%&%&'( *$%&'( +,#-%&'( ./01%&'(
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
!"#$%$
!"#$&$
!"#$'$
$()*+,)$-$./+00*$12*#),+34$
$56788*+349$
6200$:8$!;<)3#=,)$
5>8+3+349$.)+?+34$:7)$:,)2*=,)$
5@*+349$
:7)$>8=,3)A$B8C)$
5D,8E+34F$.#2A+349$
.#8,A$G0)C)3#*$
!"#$%&'"(")*+(%
,-../(0$1%&"2*%
&'"33+$1+%
,+4$1%
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