Customer experience (3)

What follows is a response to Adam Connor's attempt to articulate his personal definitions and beliefs about UX Design. I appreciate the effort required to make such an attempt, and respect that these are his beliefs and will try to respond as such.

Overly rigorous processes are the enemy of meaningful customer experiences. Sounds counter-intuitive doesn’t it. Surely human delivery is the enemy of efficient processes, hence why so many organisations try to take the human out of service delivery altogether either by actually replacing them by...

In order to deliver appropriate service to your customers, and for your customers to receive and experience the service as you intend, service mapping can provide you with three things:

Internally focussed business tools, processes and systems are often thought about and designed in isolation from the design of the things customers interact with. Or to put this another way, projects that focus on improving the customer experience often don't fully consider the tools, processes...

We're working on a complex project at the moment that involves redesigning the customer experience across a variety of interactions: from face-to-face meetings to follow-up phone calls and printed communications. There's much debate in the office as to the right level of contact that a business...

Organisations that otherwise pride themselves in delivering exceptional customer experiences, can be myopic to the design of less tangible aspects of their services. Although invisible to the organisation, these can be very visible to customers and have a dramatic impact on their overall...

I will be talking at Step Two Design's Intranets 2011 conference in Sydney in May. During the talk I will be drawing connections between customer experience, service design and intranets.

The experience delivered by a product or service can be a source of competitive advantage and business value through innovation. Experience designers – using the empathy they generate with customers during primary research, and the understanding of the customers’ broad context of use they gain –...