dreamforce 2013: are you experienced?

Are You Experienced?Taking Your Brand Beyond Out-of-the-Box with Salesforce XD

DREAMFORCE 2013THE WESTIN ST. FRANCIS, Elizabethan C/DNOVEMBER 20, 2013 |  430-530pm

BILL BULMAN Creative DirectorDAVID LAWRENCE Creative Director

A QUESTION

Have you ever been experienced?

Well, I have…

Well, I have…

Well, I have…

It’s a small difference, after all…

The quality of experience.

LET’S TALK ABOUT CX

86% of customers will pay more for experience. Only 1 % say vendors consistently meet their

expectations. — CEI Survey

2012

95% of audiences agreed with the statement “good customer experience just makes sense.”

— Econsultancy

In 2012, only 37% of brands received a good customer experience index score.

— Forrester Customer Experience Index 2012

76.3% of all internet-related statistics are made up.

— Abraham Lincoln

Can you afford not to consider the importance of a powerful, branded customer experience?

What makes a bad experience?

BAD experiences…— don’t look or feel “right”— make engagement difficult— ignore the needs of their audiences— fail to meet expectations— transform expectations into frustration— fail to react to that frustration— underwhelm again and again— are moments that fail

What are the characteristics of good experiences?

GOOD experiences…—are inviting and understandable— create meaningful engagement— are distinctive and memorable— connect us to the things we desire— feel genuine and trustworthy— meet and exceed expectations— transform the mundane into remarkable— are moments that matter

What are the characteristics fo Good DIGITAL experiences?

http://vimeo.com/72196877

SHAPING GOOD EXPERIENCES:WHERE TO BEGIN?

So how do we create these good experiences?

And isn’t that what Salesforce is for?

The Salesforce brand isn’t your brand.

Your brand is unique.

But are you experienced?

[ representative photo ]

“It’s about seeing things in a different light, and learning through experience rather than

thinking about everything as preconceived notions that you’ve already made up your mind about.”

— rok4uu

“It’s about open mindedness… it’s about beingable to look at things from every perspective.”

— pz444

PERSPECTIVE

SHAPING GOOD EXPERIENCES:STEPS TO GO BEYONDOUT-OF-THE-BOX…

PROCESS

LEVERAGE THE POWER OF DATA

Examine the behavior of your customers on- and offline

Understand cross-channel and multi-screen behavior

Target moments that matter

(Salesforce can help)

REVIEW CURRENT DIGITAL TOUCHPOINTS

Understand customer goals

Examine current systems

Articulate opportunities for improvement

ACTUALLY TALK TO YOUR CUSTOMERS

Identify your key audiences

Get honest, unabridged feedback

Uncover needs and opportunities through research

Document unique customer insights

MEASURE PERFORMANCE AND RESPOND

Clearly articulate business objectives and needs

Look beyond digital performance to complete experience performance

RESPOND TO CUSTOMER AND BUSINESS OBJECTIVESBY LEVERAGING A USER-CENTER DESIGN PROCESS

Analyze research

Ideate and explore possibilities (before “deciding” on a course of action)

Prototype and test, involving your customers in the process

EMBRACE WHAT DIGITAL DOES WELL

Create touchpoint appropriate interfaces

Shape content and functionality to fit the moment

Create contextualized experiences

Make interactions social

EMBRACE AND EXPAND ON WHAT YOUR BRAND DOES WELL

Support key brand attributes via experience

Content, functionality and design elements all must serve the brand

Quality of usability reflects brand value

UNIFY OVERALL CUSTOMER EXPERIENCE

Create one compelling face to your customers

Every touchpoint, in every key moment

(Including your Salesforce implementations)

SHAPING GOOD EXPERIENCES:SALES FORCE XD CAN HELP

A New Perspective: Resources and Skills

Strategy + Business DesignExamining opportunities to evolve the role of your brand in the lives of your customers, and pointing the way forward.

Research + InsightUncovering those key “moments of truth” and the steps you can take to improve efficiency in their daily experience.

Experience ModelingEnvisioning digital systems that improve engagement and objectively prove out ROI.

XSEXPERIENCESTRATEGY

ENVISION WORKSHIOPS

USER RESEARCH

PERSONA CREATION

JOURNEY MAPPING

CO-CREATION

WORKSHOPS

A New Perspective: Resources and Skills

Interaction DesignBeyond business requirements and the “why” and “what” of your app, we answer the “how” of each interaction.Usability TestingFrom initial examinations of key interactions to final acceptance testing, we work with your customers to ensure every experience meets their needs.

UXUSEREXPERIENCE

Information ArchitectureClassic boxes and arrows come to life to transform business requirements and customer needs into valuable user experiences that positively impact your bottom line.

USABILITY AUDITS

USER REQUIREMENTS

INTERACTION FLOWS

WIREFRAMES

PROTOTYPES

USABILITY TESTING

A New Perspective: Resources and Skills

User Interface DesignFrom typography to responsive templates, mobile to tablet to desktop and beyond, each pixel of every interaction is constructed to engage your customer.

Motion GraphicsVideo, audio, animation—powerful creative storytelling that sails off the screen and connects meaningful content with your customer.

UIUSERINTERFACE

Design Exploration + ConceptingIdeas that shape and powerfully reflect your brand+ Salesforce to elevate and transform customer behavior.

DESIGN IDEATION

DESIGN CONCEPTING

UI DESIGN

VIDEO PRODUCTION

WE CREATE EXPERIENCES THAT MATTER

http://vimeo.com/78380143

IN CONCLUSION…

PERSPECTIVE + PERCEPTIONS

PROCESS

EXPERIENCE