Today’s customer, whether in retail or healthcare, seeks an integrated and frictionless digital experience that makes their life easier. Whether that’s choosing the right credit union, reviewing insurance benefits, or finding a primary care or specialist physician for a family member. To kick-off 2019, we’ve outlined a few customer experience (CX) solutions that you should…
Customer Experience Design
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3 Key Takeaways: Service design can help organization discover how best to “fulfill the experience” by uncovering back-end improvement opportunities to front-end CX pitfalls. Marketers can add quantitative components to journey maps by measuring CX (through surveys, etc.) across key touchpoints in the customer journey, over time. Future-state journey mapping can envision proposed solutions to…
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3 Key Takeaways: For organizations new to journey mapping, it’s best to start small and “applied” – identify a finite CX problem with a practical application for the findings. Whether your project is experiential or applied in nature will likely impact the project’s scale, budget, timelines, and details of the research plan. Don’t forget to…
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“When employed to its full potential, field research done in unique user environments can uncover opportunities to innovate customer experience.” – UX Magazine, Making the Most of Ethnographic Research In last month’s blog “The 3 C’s of Patient Intercepts”, we discussed the technique – including the “why” and “how-to” of patient intercepts, a qualitative research tool to…
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It’s been almost 20 years since software designer Alan Cooper introduced the concept of the user persona in his book, The Inmates are Running the Asylum: Why High Tech Products Drive Us Crazy and How to Restore the Sanity. Since then, personas have become an essential deliverable in nearly every software development and web design…