omnichannel user experience
DESCRIPTION
Make sure you optimize your UX across channels. Mobile, Web, Retail.TRANSCRIPT
CredentialsCustomer Experience The path to Omni Channel Nirvana
Popular Terminology …• Omni Channel• Customer Experience• Agile Development
Omni Channel
How are companies adapting?
How to work towards Nirvana
Customer Experience
How companies are adapting!
Agile Development
C Level Definition:
Speed to Market with Risk Mitigation by making
Informed Decisions
Incorporating User Experience (UX) without big delays and big budgets
Waterfall Development
UX Definition: User Experience needs to be 1 step ahead of design & development
End to End Cross Functional Teams:• Business & Marketing • User Experience• Technology
Test Early and Often, engaging Customer Input and Empathy throughout the entire process
Agile Development
1 to 1 Customer Engagement, whether 6 or 600…Apply it early & often
3 Case Studies• DBS Bank • OPSM • PayPal
DBS Bank, Customer Experience
Method• 80 participants• 4 Bank branches• 13 points of stimuli• 3 weeks study
13
OPSM - Omni Channel Sprints Method• 12 pre recruited
customers• Multi device testing• 1 week study
PayPal - Agile SprintMethod• 18 pre recruited
participants• Simulated shopping• Tobii glasses• 1 week study
With the right approach to customer experience you can know what customers are doing before they do…and then ind out WHY.How are you engaging your customers?
