Expertiential Design
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4c - Four Cups - "Lean UX" is nothing new, or is it?

RT @philsarin: With "Lean Startup," @ericries repackages old ideas, but that's okay.
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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

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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

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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.

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The 4 Essential UX Documents Every Designer Needs

The 4 Essential UX Documents Every Designer Needs | Expertiential Design | Scoop.it

When it comes to UX documentation, wireframes and prototypes are certainly among the most important.


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Romain MAZUIR's curator insight, July 15, 4:38 PM

The 4 Essential UX Documents Every Designer Needs #H2MWP

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What Apple, Lending Club, and AirBnB Know About Collaborating with Customers

What Apple, Lending Club, and AirBnB Know About Collaborating with Customers | Expertiential Design | Scoop.it

The idea of “co-creating” with customers has been circulating for years, but until recently few companies effectively exploited its power or understood its contribution to the bottom line. True, customers can customize their M&Ms, build their own bikes with Trek Project One, create unique doors for their home at Jen-Weld, and design their own Nike running shoes. But these co-creation models produce only one-off physical goods, and none represents a fundamental shift in how these companies create value; they’re peripheral to the core business.


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What’s Your Customer Experience Strategy?

What’s Your Customer Experience Strategy? | Expertiential Design | Scoop.it
Image courtesy of AnnaRachel1 What is a customer experience strategy? Have you laid the groundwork for a successful execution? Let’s start by defining “customer experience strategy.”…

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Romain MAZUIR's curator insight, July 6, 4:46 PM

What’s Your Customer Experience Strategy? #H2MWP

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Should you promote the benefit of your brand or the feature?

Should you promote the benefit of your brand or the feature? | Expertiential Design | Scoop.it
A product benefit is an abstract claim that might not resonate with a consumer, writes Al Ries. A killer product feature, on the other hand, is gold.

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Eric_Determined / Eric Silverstein's curator insight, July 2, 9:13 PM

Should you promote the benefit of your brand or the feature?

As Ted Levitt said, "People don't want a quarter-inch drill. They want a quarter-inch hole."

Al Ries shares great examples across multiple brands, from BMW to Burger King, Dove to Geox shoes.

You need to be memorable and establish the right emotional connection.

With visuals worth a thousand words, which brand does it well, or poorly?


The best customer experience is about removing all frictions and making it easy for customers. Should brand messaging be simplified? As Al Ries recommends, "bring your ideas down to earth".

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Why digital transformation is so difficult to achieve

Why digital transformation is so difficult to achieve | Expertiential Design | Scoop.it
Concept of minimum viable product can really help scale the digital business, and speed and flexibility matter above all else

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Jean-Marie Grange's curator insight, July 7, 5:50 PM

Changing the way a company is doing business is not that easy...

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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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Eric_Determined / Eric Silverstein's curator insight, July 28, 4:13 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

Robert Isacovici's curator insight, July 28, 7:02 PM

Mobile usage  changed much more than just habits, it is  shaping an entire generation of people who are becoming more comfortable interacting through their devices. Much  to the detriment of social interactions on a personal level. How will it affect society as a whole is yet to be seen.

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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.

Via Andy Thompson
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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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Customer Experience for the Future: 5 Keys

Customer Experience for the Future: 5 Keys | Expertiential Design | Scoop.it
every job has a stewardship to customers’ well-being. If not, why fund it?

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, July 11, 4:48 PM

Every job and function in your organization has a stewardship to customers’ well-being. If not, why fund it? 

 

Lynn shares 5 key areas to #customer #experience future:


1. Context

2. Outside-In

3. Patterns

4. Collaboration

5. Momentum


Tomorrow, more details on Context...

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Are You Ready to Give Your Customers an Omni-Channel Experience?

Are You Ready to Give Your Customers an Omni-Channel Experience? | Expertiential Design | Scoop.it

Five questions to answer when building your omni-channel customer experience.


Via Mario K. Sakata
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Romain MAZUIR's curator insight, July 6, 4:41 PM

Are You Ready to Give Your Customers an Omni-Channel Experience? #H2MWP

Rescooped by Michael Allenberg from Technology in Education
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The 10 Most Important Work Skills in 2020

The 10 Most Important Work Skills in 2020 | Expertiential Design | Scoop.it
A look at the 10 most important work skills for the future.

Via Felix Jacomino
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Corinne Chauffrut Werner 's curator insight, July 7, 3:51 AM

Etes vous prêt pour demain ?

Jean-Guy Frenette's curator insight, July 7, 8:35 AM

PDGLead

Lucia Red's curator insight, July 10, 7:18 AM

Very enlightening!

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The Customer Gap - Future Of Customer Interactions

Marketing is moving from a market creation tool to a customer interface tool. This means: Taking ownership of the customer in the company and implementing this…

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Eric_Determined / Eric Silverstein's curator insight, July 3, 4:31 PM

Lessons from brands such as BMW, 7-Eleven and others, remind everyone the importance of engaging your customers, in order to keep pace with not only their interest and desires, but also what is impacting them in their lives, new technologies, etc...


Share your experience of a brand that has evolved, creates engaging experiences, then share one that has failed you over time.

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The Customer Experience Portfolio

The Customer Experience Portfolio | Expertiential Design | Scoop.it
By Jennifer Rice Who are your priority customers and how do you serve them? Classic brand and customer experience theory says to focus on the “best fit customer” to drive relevance, yet it is rare to find a case where pleasing only one customer type can help achieve your goals. Case [...]

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