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Widen your focus: from screens to experiences Tommy De Kimpe - UX Expert
www.higroup.com
1. Investigate the customer journey
“Online customers want to do everything themselves. They don’t need us any more to do that”
100% ONLINE
A B
USER TESTING
SERVICE BLUEPRINT
SERVICE BLUEPRINT
Inspira)on:h-p://www.filipmuyllaert.be
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Inspira)on:h-p://www.filipmuyllaert.be
2. Go beyond data points
PRINTER
LABELS
David filters on price
Sendbye-mail
DAVID, WHAT THE HELL??!!
Behind every data point, there’s a story
3. Bad things happen
PEAK-END RULE
WIN! PEAK-END RULE
3 TAKEAWAYS Investigate the customer journey Visualize every step of the process
Go beyond data points Listen to your customers’ stories
Bad things happen Convert them into opportunities
De Regenboog 11 2800 Mechelen
Human Interface Group
@higroup
Human Interface Group
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www.higroup.com [email protected]
+32 (0)15 40 01 38
