Expertiential Design
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Customer Experience Journey Map - the Top 10 Requirements - Heart of the Customer

Customer Experience Journey Map - the Top 10 Requirements - Heart of the Customer | Expertiential Design | Scoop.it
A great customer experience journey map includes your customer's perspective, segments, customer goals, emotions, touch points, and your brand promise.

Via Mario K. Sakata
Michael Allenberg's insight:

User Experience = Customer Experience

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Mario K. Sakata's curator insight, March 11, 2013 6:28 PM

There's no standard.

Expertiential Design
The art of designing engaging and meaningful user experiences for customer development.
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Why Product Thinking is the next big thing in UX Design

Why Product Thinking is the next big thing in UX Design | Expertiential Design | Scoop.it
Life’s too short to build something nobody wants…
Michael Allenberg's insight:

This is an excellent piece about integrating holistic design thinking with thoughtful product design. Best quote in the whole piece - "Products become meaningful when the provided solution fits the uncovered problem."

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Romain MAZUIR's curator insight, July 15, 4:13 PM

Why Product Thinking is the next big thing in UX Design #H2MWP

Stephane Sommer's curator insight, August 7, 1:32 PM

This is an excellent piece about integrating holistic design thinking with thoughtful product design. Best quote in the whole piece - "Products become meaningful when the provided solution fits the uncovered problem."

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Eyetracking: How to Watch Gap Between the Clicks (and Why)

Eyetracking: How to Watch Gap Between the Clicks (and Why) | Expertiential Design | Scoop.it
We can track clicks and cursors but that doesn't tell us the whole story of what our users are actually interested in. Charles walks us through eyetracking.

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Performance is User Experience

Performance is User Experience | Expertiential Design | Scoop.it
Page load time and how fast your site feels is a large part of the user experience and should be weighed equally with the aesthetics of your site.

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Why Care About Design?

Why Care About Design? | Expertiential Design | Scoop.it
Why care about design? Even as a professional designer, I ask myself that sometimes. There are days when my work feels inconsequential. After I’ve spent an hour agonizing over a button’s pixel alignment, or vacillating between two indistinguishable shades of gray, I find myself wondering: will anyone even notice? On those days, I have to …

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- Beta version - Service Innovation Canvas

A Beta version of the Service Innovation Canvas.

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Raquel Oliveira's curator insight, August 3, 4:17 PM

Ferramentas para modelagem de negócios, construção de novos serviços, etc.

Um rápido guia de muita inspiração para quem busca soluções inovadoras e práticas.

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Marketing in the Age of Micro-Moments

Marketing in the Age of Micro-Moments | Expertiential Design | Scoop.it
Google argues that mobile has fractured or fragmented forever consumer behavior into dozens or hundreds of short, fleeting, intent-driven moments. Digitally enabled by smart phones, consumers search for information, learn about brands, buy products anytime or anywhere, wherever they have a “micro-moment” of time, often while doing something else.

Via Eric_Determined / Eric Silverstein
Michael Allenberg's insight:

Do you agree there has been a fundamental behavior shift of how people find, consider and interact with brands?

 

Google argues that mobile has fractured or fragmented forever consumer behavior into dozens or hundreds of short, fleeting, intent-driven moments. Digitally enabled by smart phones, consumers search for information, learn about brands, buy products anytime or anywhere, wherever they have a “micro-moment” of time, often while doing something else.

 

Consumers behave ever more spontaneously, with short attention spans, and short bursts of actions. They make decisions instinctively and focus on solving a specific need at particular time and place. They shop in spare moments, they search while on the go, they buy on a break by picking up primarily the mobile phone.

 

Share your views on Erich Joachimsthaler article

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Commercial Business's curator insight, July 31, 7:32 PM

Do you agree there has been a fundamental behavior shift of how people find, consider and interact with brands?

 

Google argues that mobile has fractured or fragmented forever consumer behavior into dozens or hundreds of short, fleeting, intent-driven moments. Digitally enabled by smart phones, consumers search for information, learn about brands, buy products anytime or anywhere, wherever they have a “micro-moment” of time, often while doing something else.

 

Consumers behave ever more spontaneously, with short attention spans, and short bursts of actions. They make decisions instinctively and focus on solving a specific need at particular time and place. They shop in spare moments, they search while on the go, they buy on a break by picking up primarily the mobile phone.

 

Share your views on Erich Joachimsthaler article

soundsaves's curator insight, August 2, 7:33 AM

Do you agree there has been a fundamental behavior shift of how people find, consider and interact with brands?

 

Google argues that mobile has fractured or fragmented forever consumer behavior into dozens or hundreds of short, fleeting, intent-driven moments. Digitally enabled by smart phones, consumers search for information, learn about brands, buy products anytime or anywhere, wherever they have a “micro-moment” of time, often while doing something else.

 

Consumers behave ever more spontaneously, with short attention spans, and short bursts of actions. They make decisions instinctively and focus on solving a specific need at particular time and place. They shop in spare moments, they search while on the go, they buy on a break by picking up primarily the mobile phone.

 

Share your views on Erich Joachimsthaler article

Marketing Leap's curator insight, August 9, 7:21 PM

'Micro-moments' was a huge topic at the Google masterclass in Brisbane last week. Consumers behave ever more spontaneously, with short attention spans, and short bursts of actions. They make decisions instinctively and focus on solving a specific need at particular time and place. How do see this impacting on your marketing efforts?


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Digital Transformation: Reimagining the User Experience

Digital Transformation: Reimagining the User Experience | Expertiential Design | Scoop.it
Employees increasingly expect the user experience at work to be as user-friendly as software at home, so CIOs today must provide a better user experience.

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Embracing the rise of the technical CMO

Embracing the rise of the technical CMO | Expertiential Design | Scoop.it
Marketing is becoming one of the most technically complex functions in business today. So it comes as no surprise the requirements for the role of the CMO are evolving. Being “tech savvy” is no longer enough. The understanding of difficult marketing functions must be part of the CMO’s DNA. Creativity is vital too – but the best CMO’s embody a fusion of artistry and digital mastery.

Redefining the role of the CMO

It’s time to redefine the role of the CMO! The next generation should blur ...

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, July 21, 7:40 PM


Do you agree that standing still in today's environment will leave you in the dust of your forward thinking competitors?


Key areas addressed:

- Combine creativity and technology

- Understand data

- Company cohesion

- Multiple customer strategies


Gartner predicts that by 2017, CMOs will spend more on IT than CIOs. 67% of marketing departments plan to increase their spending on technology-related activities over the next two years. Gartner goes as far as redefining the title of the CMO to a Chief Marketing Technologist. Gartner claims the CMT’s role is to align marketing technology with business goals.


A technical CMO needs to filter the brand ethos into all departments, and right through the customer journey.


As Corrine Sklar, CMO @Bluewolf said, ‘Tomorrow’s CMOs are harnessing all available data across digital silos, giving their customers the intimacy they require and maximising each interaction.’


The new generation of CMO's must understand that all data is not created equal. From experience they know which indicators move the needle. Not all numbers matter.


The technical CMO will test which methods are most effective and then build strategies to improve on failures. #Omnichannel is the Holy Grail, where a brand can fluently communicate with customers across a host of devices and platforms.


The CMO is under more pressure than ever before to make brand-changing decisions and be the flag bearer for a brand’s technical revolution. The industry must embrace artistry and digital creativeness, and welcome the rise of the technical CMO.

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Why ‘Assistant-As-App’ Might Be the Next Big Tech Trend

Why ‘Assistant-As-App’ Might Be the Next Big Tech Trend | Expertiential Design | Scoop.it
Whenever I feel uncomfortable writing about a topic, that’s when I know I should write about it. So here goes. This article is about how a new way of designing apps changed my life. But to explain the power of this trend, I need to tell you about poop. That’s the uncomfortable part.For the past five years or so, I’ve struggled with intestinal discomfort. (I’ll spare you the gory details.) I spent countless hours crawling the web searching for a possible diagnosis and tried dozens of different re
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The secret to being creative

The secret to being creative | Expertiential Design | Scoop.it
It’s easy to look at any famous creative person and think they’re naturally creative. It’s easy to assume their work just appeared and didn’t take hours/months/years of painstaking dedication. Much like the idea of ‘overnight success’, creativity is viewed as something that just happens.

Via Mario K. Sakata
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Romain MAZUIR's curator insight, July 15, 5:10 PM

The secret to being creative #H2MWP

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Designing Data-Driven Interfaces

Designing Data-Driven Interfaces - Truth Labs - Medium
Telling the story of your data

Via Mario K. Sakata
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Romain MAZUIR's curator insight, July 15, 4:53 PM

Designing Data-Driven Interfaces #H2MWP

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The Power of Product Design in Customer Experience

The Power of Product Design in Customer Experience | Expertiential Design | Scoop.it
First impressions generally happen in less than 7 seconds. Design is key to the customer experience and can mean the difference in winning the customer.

Via Fred Zimny
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A Beginner’s Guide to Understanding UX Design

A Beginner’s Guide to Understanding UX Design | Expertiential Design | Scoop.it
Thinking of working on your conversion optimization and landing page optimization? understanding UX design is essential for conversion optimization.

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4 Invisible User Experiences you never knew about

4 Invisible User Experiences you - Hackerpreneur magazine - Medium
Never Knew About

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The 5 Deadly Sins Against Customer-Centric Innovation

The 5 Deadly Sins Against Customer-Centric Innovation | Expertiential Design | Scoop.it
It’s no surprise when I hear that many business leaders believe they are investing in innovation. The real surprise, perhaps,  is how those investments are not paying off. Traditional organizational culture has a tendency not only to create a sub par environment for customer-centric innovation, but to completely discourage innovative thinking altogether.Here are 5 ways your company may be destroying innovative ideas before they have a chance to be considered.1. Focusing too much on the productOn

Via Eric_Determined / Eric Silverstein
Michael Allenberg's insight:

"Nobody loves your brand enough to stay with you when someone else is offering an experience that makes more sense for the way they are living right now."

 

Jeannie Walters highlights 5 key areas that will impair your brand's ability to adapt and innovate.

 

 

 

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Kurt Lohmann's curator insight, August 6, 6:45 PM

"Nobody loves your brand enough to stay with you when someone else is offering an experience that makes more sense for the way they are living right now."

 

Jeannie Walters highlights 5 key areas that will impair your brand's ability to adapt and innovate.

 

 

 

ERBRAINS MICROSOFT DYNAMICS's curator insight, August 7, 12:55 AM

"Nobody loves your brand enough to stay with you when someone else is offering an experience that makes more sense for the way they are living right now."

 

Jeannie Walters highlights 5 key areas that will impair your brand's ability to adapt and innovate.

 

 

 

Darcy Bevelacqua's curator insight, August 7, 5:33 PM

You can't offer the right experience every time-you must keep innovating. Most cultures make this difficult. REad the article to find out how your company may be working against innovation. 


 

 

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Strategy versus Design Thinking

Strategy versus Design Thinking | Expertiential Design | Scoop.it
Underthinking is as just bad as Overthinking

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Mike Donahue's curator insight, August 3, 10:13 AM

The one key take away here the need for "strategic action." Well thought out article that looks at the strengths and weaknesses of both strategic vs design thinking and how to leverage the best of both. It's not a true this vs that article which I usually hate. It recommends when to use one or the other as well as ideas to combine aspects of each for maximum effect.

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The 7 Essentials of Customer Experience

The fundamental tenets of great customer experiences are comprised of these 7 essentials components. This presentation summarises a new model for measuring and…

Via Eric_Determined / Eric Silverstein
Michael Allenberg's insight:

From this 2011 slide show, where do you stand on the essentials:

 

1. Predictable

2. Efficient

3. Convenient

4. Personality

5. Personal

6. Advocacy

7. Affirmation

 

CES (Customer Effort Score) outperforms NPS and Customer Satisfaction measures in predicting behavior, do you agree?

 

We certainly see today a key driver in providing frictionless experiences.

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Eric_Determined / Eric Silverstein's curator insight, July 24, 1:07 PM

From this 2011 slide show, where do you stand on the essentials:


1. Predictable

2. Efficient

3. Convenient

4. Personality

5. Personal

6. Advocacy

7. Affirmation


CES (Customer Effort Score) outperforms NPS and Customer Satisfaction measures in predicting behavior, do you agree?


We certainly see today a key driver in providing frictionless experiences.

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Smartwatch UX Design - The Top Considerations

Smartwatch UX Design - The Top Considerations | Expertiential Design | Scoop.it
Smartwatch UX design deserves its own area of considerations because of the hardware, software, functionality as well as small screen size of smartwatches

Via Mario K. Sakata
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The future of color in Web design

The future of color in Web design | Expertiential Design | Scoop.it
Color trends change, but vibrant color choices are a design element that stand the test of time. Bright color choices contribute to and work with the design itself to help provide valuable user experiences.

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AI Websites That Design Themselves

AI Websites That Design Themselves | Expertiential Design | Scoop.it
This is not another do-it-yourself website builder. The Grid harnesses the power of artificial intelligence to take everything you throw at it - videos, images, text, urls and more - and automatically shape them into a custom website unique to you. As your needs grow, it evolves with you, effortlessly adapting to your needs. Want to add e-commerce? Social feeds? A different layout? The Grid just takes care of it. This is not a website builder. This is your personal AI web developer. Its first masterpiece is the website you're looking at right now. Its next one could be yours.

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Designing with Analytics

Designing with Analytics | Expertiential Design | Scoop.it

The best thing about analytics is that they can show us what people do on their own. The worst thing is that analytics don’t tell us much about context, motivations, and intent.


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Always Be Curious

Always Be Curious | Expertiential Design | Scoop.it
Remember when your kids were little and they asked a zillion questions? What? Why? How? When? It’s amazing how direct and focused (and persistent) children can be when they’re learning about their environment. Their curiosity is insatiable, and this is a good thing! In fact, I think children have a lot to teach us when we’re building business relationships and learning about our business environments. We need to be more curious—ask more questions—be more persistent. We tend to be more introspect

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Gary Williams's curator insight, July 16, 4:19 AM

Curiosity is one of the most important traits of all good salespeople. Be interested before trying to be interesting!

Andria Younger's curator insight, July 16, 9:51 AM

As a mom of a 6 yrs old and to those who have children, I know you can totally relate to this.  

Dr Jody L Roubanis's curator insight, July 16, 4:00 PM

Having inquisitive friends helps us keep that curious perspective and interest in always learning.

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Customer Experience for the Future: Context is King!

Customer Experience for the Future: Context is King! | Expertiential Design | Scoop.it
Every job exists thanks to customer funding. As Peter Drucker said, “The customer is the foundation of a business, and keeps it in existence.” And as Dr. Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.”  But how many …

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Eric_Determined / Eric Silverstein's curator insight, July 11, 5:12 PM

If Content is King, Context is GOD - @Garyvee

 

As Dr. Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the #customer or serve someone who does.”  But how many employees in your organization see their job this way? And how many managerial decisions respect these truths?

 

See the difference below:

 

1. “Every company needs an accounts receivable function, so my job is to receive payment as early and often as possible so our books look good.”

2. “As a corporate lawyer, my job is to protect the company from risks.”

3. “On the manufacturing line, my job is to produce product according to our deadlines.”

4. “In engineering, my job is to design products better and faster than our competitors do.”

5. “In marketing/sales/service, my job is to maximize revenue before month-end, every month.”

6. “In customer experience management, my job is to maximize our index (e.g. #NPS) scores.”

 

Breakdown the silos, Think of the synergies possible by creating a common rallying point for every job: we do our work so that customers will choose our company for their next purchases. If so, the new logic will be:


1. “Every customer needs to pay for what they buy, so my job in accounts receivable is to make that process as easy and nice as possible, helping customers want to pay our company.”

2. “As a corporate lawyer, my job is to help the company operate as smoothly as possible for customers’ long-term well-being.”

3. “On the manufacturing line, my job is to produce product that meets customers’ standards of quality and timeliness.”

4. “In engineering, my job is to design products that help customers achieve their goals through us better than through any other source.”

5. “In marketing/sales/service, my job is to sync my processes and communications to maximize customers’ inclination to buy more, and more often, from us.”

6. “In customer experience management, my job is to guide the company in preventing hassles for customers and in maximizing value to customers.”

Donn DeBoard's curator insight, July 13, 10:17 PM

Great insights! Serving your customer by making every interaction and touch point easy and simple is key to building good relationships.