1. Designing Experience
Lightning UX
5 April 2011
Clive Grinyer
Director of Customer Experience, IBSG Innovations
1
6 April 2006

2. technology
stuff

3. technology
stuff

4. technology
stuff

5. people
5

6. stories
mission…
6

7. experiencing
the experience
7

8. experience
the experience
8

9. experience
the experience
9

10. experience
the experience
10

11. experience
the experience
11

12. experience
the experience
12

13. experience
the experience
13

14. experience
design
Research to purchase, first use and customer service,
each point can deliver customer delight or dissatisfaction
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Research, Purchase or Set up, Increase use, Customer
trial, compare subscribe to Speed of up-sell, tell retention,
and decide products and Adoption, friends repeat
services Use business
• Brand • Point-of- • Design • Billing • Loyalty
• Advertising purchase • Packaging • Service Programs
• Feature/Price • Web Store • Out of Box • Upgrade • Personalize
• Friends • Delivery • User manual • Web/ Mobile • Web/Mobile
• Availability • Install • Help Desk • CSR
Source: Cisco IBSG, 2009
14

15. experience
design
15

16. experience
design
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16

17. experience
design
17

18. visualising
early
18

19. design
elements
emotion…
19

20. the future
Design it…
20

21. the future
Dialogue…
! with the future…
21

22. strategy
decisions
design
experiences
people
22

23. thanks
cgrinyer@cisco.com
www.clivegrinyer.com
23