Design & Business: connecting the dots… Satyam Kantamneni Sr. Director, Customer Experience"24th October 2013
@ksnprasad "[email protected]
Citrix Confidential - Do Not Distribute
Citrix Confidential - Do Not Distribute
Value Chain
$50 - $90 per hour!
Average Designer!
$100 - $150 per hour!
Sr. Designer !
$1000’s!
UX Skills !
Citrix Confidential - Do Not Distribute
1
© 2012 Citrix | Confidential – Do Not Distribute
Sensorial, 35%
Validation, 30%
Formative, 35%
User Research - Portfolio Management
NPS Site Feedback Surveys CSat scores Click-through analysis
Site Visits Lead-user research Diary studies …
A/B Testing Usability Testing Eye-tracking Card sorting
Show…Don’t tell
2
2
AT CITRIX CUSTOMER EXPERIENCE IS……
SUM OF ALL THE
EXPERIENCES
ACROSS THE
JOURNEY
Consideration
Buy
Satisfaction
Advocacy Awareness
Knowledge Try
Deploy
Loyalty
3
Dupont Analysis (RoE)
Return on Equity = Profit Margin
Asset Turnover
Financial Leverage x x
In Summary
21 2 3
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