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Beyond technique and process

uxaustralia
November 08, 2013

Beyond technique and process

by Kat Hardisty and Alix Vale

We will be exploring the role of customer experience in projects, and how those involved in creating customer experiences can add value beyond providing design input and research. This isn’t about specific tools, techniques and methodologies but about taking others on the journey and ensuring they share ownership of the customer experience. Using examples from our involvement in creating a new customer experience in a retail environment for two of New Zealand’s most iconic brands, New Zealand Post and Kiwibank, we will talk about what worked for us (or didn’t) and what we learnt along the way.

uxaustralia

November 08, 2013
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Transcript

  1. Justin Rheinfrank “Designers can’t create the experience. They can only

    design the conditions in which the experience occurs.”
  2. “…Helen left me a note that you have a meeting

    after this, so I'll make sure we get finished in plenty of time for that.” Justin says as they go into the office and get settled. ! He talks to Tim about what he's looking for and takes him through his various options…
  3. IT’S ALL ABOUT THE PEOPLE Recruit the right attitude Train

    to deliver experiences Support and empower to own ! ! !
  4. Customer comments before “I was there at lunch time and

    the que was long and not all counters were open” ! “reduce waiting time - waited in the queue 7 minutes” ! “More staff on counter. The Q is always very long.”
  5. Customer comments after “When asking for information the staff member

    had to ask someone else for location of it” ! “Develop the lounge concept with online financial calculators at hand” ! “may need a little more bench space in the post shop”
  6. FINAL THOUGHTS It’s not just about customers There’s not only

    our project Take everyone on the journey It ain’t ever finished. Like ever ! !