User research and User experience
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Customer Experience Management - Customer Flow Management - Queue Management Systems - Customer Experience Management

Customer Experience Management - Customer Flow Management - Queue Management Systems - Customer Experience Management | User research and User experience | Scoop.it
We are the world’s number one in connecting demand with service whereby creating remarkable customer experiences - and have as the number one leader been doing it for over 30 years.
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User Interface (UX) Techniques - Janne Jul Jensen

Here's a description of Janne's talk from GOTO Aarhus 2012: Most developers today are aware of the importance of creating a good user interface with a high l...
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Most marketing automation is really experience design - Chief Marketing Technologist | #TheMarketingAutomationAlert

Most marketing automation is really experience design - Chief Marketing Technologist | #TheMarketingAutomationAlert | User research and User experience | Scoop.it
If you were going to pick a representative image of marketing automation, it would surely be one of these flow-like diagrams: If a customer visits this page, then send this email — if they're a qualified lead — else wait 2 days and send...


Digest...

 

That may already be obvious to many of you — and the rest of you may think I’m splitting hairs — but this is not really about business process automation. This is about designing an experience that a prospect or customer will have. Increasingly, it’s an experience that crosses channels and spans a sequence of events in time.

 

Okay, technically speaking, it is automating a process. But if we’re going to be technical, almost everything that a computer does on our behalf is a kind of automation. Serving up web pages is an automation — you aren’t personally handling each request. But you don’t think of creating a website as an automation mission. You think of it, hopefully, as a user experience design mission.

 

Looking through a user-centric lens makes all the difference in the world. You’re making choices explicitly with the goal of how they will affect your audience, rather than being overly distracted by internal processes or the configuration mechanics of your marketing automation software.

 

But going back to the opening point of this article — that marketing automation is really experience design — we should continually reaffirm that the area below the curve of that frontier of practical use is solid, not hollow.


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CYDigital's curator insight, July 31, 2013 11:09 AM

What Scott is talking about is the line between probabilistic methods of handling the experience, and efficacy of human interaction, i.e., you just can't automate everything. So you can only go so far in designing your "experience." Perhaps there can be a human "escape hatch" at every diamond in the flowchart.


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