My slides from the AIMIA Customer Experience session in Sydney on 24 April 2009. Thanks for all the possitive comments!

1. CUSTOMER EXPERIENCE
AND THE 3 F’S
Shane Morris
User Experience Evangelist

2. THE 3
F’S
Function
Form
Fashion

3. Allows me to publish information about my
interests and aspirations
Allows me to keep up to date with the lives of my
friends an colleagues
Allows me to keep my friends and colleagues up to
date with what I am up to
Allows me to meet new people of interest to me
NAME THIS WEBSITE

4. NAME THIS WEBSITE

6. QUICKBOOKS VS XERO
http://blog.xero.com/2008/12/bank-reconciliation/

7. QUICKBOOKS VS XERO
http://blog.xero.com/2008/12/bank-reconciliation/

8. 3 PHASES IN PRODUCT
DEVELOPMENT

9. 3 PHASES IN PRODUCT
DEVELOPMENT

10. Functionality
Desirability Usability
3 PHASES IN PRODUCT
DEVELOPMENT

11. Online
Banking
Mass Paper
Media Collateral
THE PRODUCT IS YOUR
BRAND

12. Online
Bankin
g
Paper
Mass
Media Collatera
l
THE PRODUCT IS YOUR
BRAND

13. BRAND IS A
COMBINATIO
N OF
EXPERIENCE
S
Across multiple touch
points

14. Online
Over- On-
Twitter device
In- On-
branch bus
On- On-
phone paper
THE 'FOLLOW ME'
EXPERIENCE
14

16. WHAT OF USABILITY?

17. THE 3
F’S
Function
Form
Fashion

18. THANK YOU
Shane Morris
shanemo@microsoft.com
blogs.msdn.com/shanemo

19. www.sxc.hu/profile/khaane nike.com
www.sxc.hu/profile/straymuse lego.com
www.sxc.hu/profile/cofax lonelyplanet.com
CREDITS
www.sxc.hu/profile/jazza
Shane Morris
shanemo@microsoft.com
blogs.msdn.com/shanemo

20. Remix Australia
Sydney
June 11
20