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“This is the first of a series of posts on why digital experience planning has become a strategic priority of a growing tribe of digital leaders.”
(Dave Wieneke a.k.a. @UsefulArts ~ Econsultancy)
Disclosure: I work at Informaat (The Netherlands) ~ “In this ten-minute presentation, the new digital reality and grand challenges facing government are identified, and the way in which Informaat’s systematic design approach can be a solution to meet these challenges is outlined. The guiding principles of this approach are putting citizens at the center of design, applying outside-in thinking throughout, and visualizing as much as possible. By harnessing the power of personas, journeys, ecosystems, dialogues, wireframes and prototypes, government services can be delivered in the best possible manner.”
“Quality assurance impacts the user experience: when things don’t work, users question their understanding and develop superstitions and inefficient workarounds.”
“One of the biggest challenges facing companies when they want to become customer focused is that their own organisation is based around functional silos. This is not only noticeable to customers as they are passed from function to function looking for service, but also to companies themselves either when they look to start a customer improvement initiative, or look to implement change based around customer feedback. With organisational hierarchy based around functions the ability to make effective decisions and push through change is fundamentally opposite to how a customer wants to experience dealing with them. A customer wants to experience an organisation that provides a single seamless journey across all touchpoints from initial enquiry right through to any required post sales support. An approach to overcome these barriers is to consider the total customer journey.”
“Many organizations struggle with the dynamics and the complexity of today’s social ecosystems connecting everyone and everything, everywhere and all the time. Facing challenges at the intersection of business models, technical developments and human needs, enterprises must overcome the siloed thinking and isolated efforts of the past, and instead address relationships to people holistically. In Intersection, Milan Guenther introduces a Strategic Design approach that aligns the overarching efforts of Branding, Enterprise Architecture and Experience Design on common course to shape tomorrow’s enterprises. This book gives designers, entrepreneurs, innovators and leaders a holistic model and a comprehensive vocabulary to tackle such challenges.”
(Milan Guenther a.k.a. @eda__c)
“While walking back to the infusion center from the hospital cafeteria, my mom briefly stopped and held the wall-railing to catch her breath. Enter a maintenance man 10 feet away who asked “Would you like a wheelchair?” My mom thanked him but graciously declined and we were on our way once again heading to the elevators. We were both moved by his kind and proactive attention. This man exceeded our expectations and two weeks later we’re still talking about him. With four key ingredients, he transformed an ordinary moment into an extraordinary one for us and delivered an exceptional patient experience.”
(Doug Della Pietra a.k.a. @DougDellaPietra ~ Hospital Impact)
“(…) as we approach the end of 2012, the business discipline of customer experience, or CX, has gone mainstream. It’s got its own professional organization, the CXPA. It’s acknowledged as a key competitive differentiator, even by those who prefer spreadsheets to sticky notes. It’s discussed in boardrooms and in media within the context of corporate earnings.”
(Kerry Bodine a.k.a. @kerrybodine ~ UX Magazine)
“The sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care.”
“As the user experience field has been maturing, certain unique disciplines have emerged, like user research, usability testing, content strategy, information architecture, and experience design. While different organizations may have UX departments named after any one of these disciplines, this article focuses not on taxonomy or the UX/XD service offering as a whole. Rather, it will examine the distinct “experience design” discipline itself and how this discipline can add value within the agency setting.”
“Materials, products, services … Experiences? Welcome to the newest evolution of economic value – and the companies that are earning big dividends by satisfying their customers on a deep, emotional level.”
(Lisa Roner ~ Compas)
“Experience design claims to know better both a user experience as well as its design. The paradox therein being that no experience is designed. Experience is either in the Now, in which case it is event. Or it’s in the past, in which case it is reflected upon and then retold.”
(Adrian Chan a.k.a. @gravity7 ~ Johnny Holland Magazine)
“The healthcare experience is improving even though we’ve almost all had a less-than-pleasant memory of either waiting endlessly for an appointment, forgetting when and what dose of meds to take, crying over massive and unpredictable bills, or even just locating decent care in the first place. All of these mounting complaints and expenses have finally pushed healthcare to the tipping point. As a result, a patient-centered paradigm has emerged that is forcing organizations to more closely examine and improve the experiences they provide.”
(Maren Connary a.k.a. @MarenConnary ~ UX Week 2012 videos)
“Customer experience is always a little tricky to explain. It’s just so darn big. What doesn’t it cover (not much) and who is responsible (good question). Often, customer experience is translated into user experience – the front-end digital experience of users.”
“As user experience extends itself across devices and channels in the years ahead the biggest winners will be companies that take a holistic and planned view of how it all works for the customer. (…) If user experience people are to be successful in changing the hearts and minds of these groups, then we need to seek out opportunities to speak with them on their own ground and use a vocabulary that resonates with them: tying UX to social benefit, improved business performance and new marketing opportunities.”
(Ray McCune ~ Foolproof)
“Creating a unique customer experience is one of the best ways to achieve sustainable growth, particularly in industries that are stagnating. If a telco, a utility, or an insurance company can create a highly differentiated customer experience that turns dissatisfaction or indifference into delight, it will recruit an army of vocal advocates online and offline, gain market share, and generate revenue growth.”
“Digital touchpoints like websites, mobile phones, tablets can drive revenue, lower costs, build brands, and engender customer loyalty. This shouldn’t be new news to anyone reading this. But to achieve these potential benefits, you need to deliver digital interactions that meet your customers’ needs in easy and enjoyable ways. That isn’t as easy as it sounds. Companies struggle on a daily basis to identify what digital experience improvements they need to make – and, once that’s nailed down, how exactly to make them.”
(Kerry Bodine a.k.a. @kerrybodine ~ Forrester Research)
“The practices in the design discipline help organizations envision and then implement customer interactions that meet or exceed customer needs. It spans the complex systems of people, products, interfaces, services, and spaces that your customers encounter in retail locations, over the phone, or through digital media like websites and mobile apps. Design weeds out bad ideas early and focuses your customer experience efforts on changes that really matter to customers. By leveraging expertise and ideas from customers, employees, and partners, it encourages creative solutions–and helps avoid missteps by grounding those solutions in reality. “
(Harley Manning and Kerry Bodine ~ Fast.Co)
“The only source of competitive advantage is the one that can survive technology-fueled disruption: an obsession with customer experience.”
(Harley Manning ~ Fast Company)
“I try to translate best practices from the domain of change management to the design domain. And from the other side, I identify where change managers need designers to achieve their change goals. To put it more clearly, design is change and change is design.”
(Gerjan Boer a.k.a. @gerjanboer ~ βiRDS on a W!RE)
“The customer experience across every digital touchpoint – whether owned or earned – should be akin to a good waiter in a top restaurant, or a concierge in a top hotel. The thought given to the customer should be evident by the ease with which they can meet their goals. They should be able to move seamlessly, joyfully through the system.”
(Phil Whitehouse ~ Nextness) ~ courtesy of alistapart
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