UXINDIA17 - Building Empathy at Zoomcar

Building Empathy at Zoomcar

Transcript

2. Building Empathy at Zoomcar Dave Springgay
7. What is Empathy? The Interaction Design Foundation: Empathy is our ability to see the world through other people's eyes, to see what they see, feel what they feel, and experience things as they do.
10. Create a plan Intro Direction
11. Four steps 1. Everybody should do one thing a month to build customer empathy 2. Share what you learn 3. Track participation 4. Make an impact
12. Seven activities 1. Rent a Zoomcar 2. Work at the pickup site for a day 3. Work in customer support for a day 4. Rent a competitor’s car 5. Shadow a customer 6. Re-enact a bad customer experience 7. Attend a customer event
13. Rent a Zoomcar
16. Work at a pickup site
17. Work in customer support
18. Shadow a customer
20. Get to know your best customers
21. Share what you learn
22. Track participation
23. Lessons learned It’s easy to get started Seeing is believing It’s not always clear how you should “get in touch with customers” The lunch and learn is only 1 hour long
24. Working at a pickup site Explore the site Talk to the fleet execs Wear a Zoomcar shirt Introduce yourself to every customer Ask questions Observe the pickup Record any issues
25. Presentation What did you do? What did you learn about your customer? What did you learn about our services? How could we improve them? What new services could we create?
26. After 6 weeks
27. Lessons learned Manage your contributors proactively You start to hear the same issues. When we hear about an issue 3 times, we take action. Empathy is not the end goal. It’s a means to an end Many of the issues cut across the organization. It’s critical to have different departments in the room