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Agenda

Agenda. 7:00 PM - Food & beverages 7:25 PM - Introduction of Sean Van Tyne event 7 : 40 PM - Sponsor announcements - Cross Campus, DIRECTV’S D LAB, TechJobsLA 7:55 PM – Community announcements ( o pen floor) 8:00 PM – Sean Van Tyne’s Presentation

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Agenda

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  1. Agenda • 7:00 PM - Food & beverages • 7:25 PM - Introduction of Sean Van Tyne event • 7:40 PM - Sponsor announcements - Cross Campus, DIRECTV’S D LAB, TechJobsLA • 7:55 PM – Community announcements (open floor) • 8:00 PM – Sean Van Tyne’s Presentation • 8:50 PM - Questions and answers • 9:00 PM - Book signing • 9:20 PM – After party at Bodega

  2. The Los Angeles User Experience Meetup Follow us on Twitter: @LAUXMeetup Follow Sean Van Tyne: @Sean_Van_Tyne Event hashtags: #CXRevolution, #LAUX Sponsor hashtags: @CrossCampusLA @we_ideate (DIRECTV’s Digital Innovation Lab)

  3. San Van Tyne | @Sean_Van_Tyne Sean Van Tyne is the co-author of The Customer Experience Revolution and the User Experience Director at FICO

  4. Book Signing After the presentation

  5. After Party Gathering Bodega Wine Bar814 Broadway, Santa Monica

  6. Sponsor Announcements

  7. Cross Campus | @CrossCampusLA Thank you for providing the venue

  8. D Lab | DIRECTV Digital Innovation Lab O Thank you for providing refreshments

  9. TechJobsLA | @TechJobsLAFairFREE | Saturday, March 9th I Thank you for your sponsorship

  10. Community Announcements Companies hiring, upcoming events, etc.

  11. The Customer Experience Revolution: Ask, Watch and Listen Sean Van Tyne Los Angeles User ExperienceSanta Monica, CA February 21, 2013 11 Sean Van Tyne

  12. CX Defined by Experience Makers Sean Van Tyne Customer Experience (CX) All interactions people have with - or about - an organization’s messages, people, products or services. From potential customer to customer to advocate. User Experience (UX) A person’s experience directly interacting with an organization’s products or services. The proof pointthat promises made are true.

  13. The Customer Experience Revolution 3Ds Sean Van Tyne The best experience are purposely … Determine what the experience should be Developthe experience by engaging people, anticipating their needs Deliveron all their promises

  14. The Customer Experience Hierarchy Sean Van Tyne

  15. Ask, Watch, and Listen Sean Van Tyne

  16. The Betty Crocker Cake Mix Story Sean Van Tyne

  17. Do it Early, Do it Often Sean Van Tyne • Do it Early - or you will spend more time and money in the later stages when it is harder and more time consuming to make course corrections, make the best trade-offs, or do rework. • Do it Often - and minimize guesswork by involving your customers all along the way.

  18. Delighting Your Customers is not a Destination Sean Van Tyne Market needs change, customers’ goals change and technology changes. …and when you get there, what it takes to delight them just got harder or changed Constantly monitor and improve

  19. Follow Your CustomersThe Quicken Story Sean Van Tyne

  20. The Skinit Story In 2006, Skinit had five employees making personalized adhesive logos and other artwork for consumers to stick onto cell phones, laptops, digital cameras and other electronic gadgets. Sean Van Tyne

  21. Case Study: Skinit Customizer Sean Van Tyne In 2007, the company was preparing to enhance it’s previously successful Photo Uploader, a web-based application that allows consumers to upload their own photos and manipulate designs for their personal electronic devices. The objective was to enhance the features of the new solution and provide an intuitive and flexible interface with a rich customer experience that increased conversion.

  22. Determining the Experience:Profile Your Customers Sean Van Tyne Developed profiles at the very beginning of the project based on the demographics and psychographic – lifestyle – information Skinit developed their profiles from website analytics, third-party information and customer interviews Note:If you do not have the time or budget to purchase data to develop your profiles, you can interview customers and talk directly to them to create profiles.

  23. Developing the Experience:Do it Early and Often Sean Van Tyne • First, we asked employees at Skinit that hadn't used the photo up-loader. • Then we brought in friends and family who had never used it before that matched the profile • We moved from lower fidelity – paper prototypes - to higher fidelity – HTML prototypes. Note: Soliciting employees was easier, faster, and cheaper than finding and bringing in people from outside.

  24. Delivering the Experience:Results By integrating knowledge of the customers goals and design best practice with business objectives, we deliver a solution that exceeded projected revenue estimates. Increased conversion by 350%. Sean Van Tyne

  25. CEO Endorsement Sean Van Tyne “Increasing the conversion of our Customizer application not only increased revenue it also enabled us to provide a more compelling customer experience which has driven significant interest in new and existing partner programs.” – Paul Buss, CEO of Skinit.

  26. Thank You www.SeanVanTyne.com http://twitter.com/Sean_Van_Tyne www.linkedin.com/in/seanvantyne www.cxrevolution.com Sean Van Tyne

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