These are the slides from my presentation at Digital Summit in Denver 2014. I presented on User Experience and Marketing as they combine for creating "Customer Experience Design."
5. 1. Consistency
User-friendly interfaces with style and
appearance. Define a set of standards for
product and service “consistency.”
@codyl // modeeffect.com // #dsd14
6. Challenges
• Responsive / Adaptive Design (Defining the
right approach depending on data/content)
• Following aesthetic trends (flat design marks
challenges on conversion elements)
@codyl // modeeffect.com // #dsd14
7. 2. Observation
Frame the experience design in context with
of your customers’ actual goals. Asking what
they want isn’t always helpful.
@codyl // modeeffect.com // #dsd14
8. Challenges
• Scope is too small for actual/effective
testing.
• Client is unwilling to trust us to provide the
right approach.
@codyl // modeeffect.com // #dsd14
9. 3. Storytelling
Create better imageries, emotions, and
understanding through sharing of stories
with your customer communities.
@codyl // modeeffect.com // #dsd14
10. Challenges
• Relating user experience guidance with
stories.
• Content. NEED more content!
@codyl // modeeffect.com // #dsd14
11. 3. Expectation Effect
Expectations affect perceptions and behavior.
Expectation management should be a
key component of the design process.
@codyl // modeeffect.com // #dsd14
12. Challenges
• Developing clearer goals for users.
• Spending more time to create more guided
paths in the User Experience process.
@codyl // modeeffect.com // #dsd14
13. 4. Exposure Effect
Find the best stimuli to repeatedly present.
The strongest types of stimuli to consider are
photos and meaningful phrases.
@codyl // modeeffect.com // #dsd14
14. Challenges
• Defining the scope and content your
customer needs.
• AGAIN! Content. NEED more content!
@codyl // modeeffect.com // #dsd14
15. 5. Hick’s Law
The time required for a customer to make a
decision is a direct function of the number
of available choices.
@codyl // modeeffect.com // #dsd14
16. What did we learn?
1. 5 Benchmarks for Customer Experience
Design.
2. Challenges we face when working with
clients.
3. User Experience is essential to
conversion.
!
@codyl // modeeffect.com // #dsd14
17. What are we missing?
@codyl // modeeffect.com // #dsd14
18. A few resources…
• Why User Experience Cannot Be Designed
• Empathy Requires Experience
@codyl // modeeffect.com // #dsd14