delight 2014 | throwing the curveball: designing for surprise in ux and cx
TRANSCRIPT
THROWING THE CURVEBALL: DESIGNING FOR SURPRISE IN UX AND CX
AUBRIE PAGANOCEO + FOUNDER, @BOWANDDRAPE
@AUBRIEPAGANO
AGENDA TODAY
• Definition of surprise• Why surprise is important• The brand that’s best @ surprise• What Bow & Drape does to surprise
+ delight• Things to consider
THE GURU: JOHNNY CUPCAKES
• Brand: Johnny Cupcakes• Founded: 2001• Revenues: $70M• Locations: 6• Growth: 915% YOY
BOW & DRAPEVALUES:• Create WOW moments• Embrace fun• Take pride• Disrupt and drive change• Focus on 10x• Be cheeky• Be humble
TAKEAWAYS FROM B&D
• Surprises = the unexpected = delight = $$
• Engineer the unexpected for your customer
• Be authentic• Pay attention to packaging• Allow customers to become a part of
your story