Beyond Personas: Creating an Immersive Customer Experience
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Transcript of Beyond Personas: Creating an Immersive Customer Experience
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IMPROVE OUR
CUSTOMERS’ FINANCIAL
LIVES SO PROFOUNDLY…
THEY CAN’T IMAGINE GOING
BACK TO THE OLD WAY
OUR MISSION
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The Ask
THE ASK
Must address
_strategy
_customer pain points
CREATE AN INTERACTIVE DEMO FOR THE CEO (IN TWO WEEKS*)
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NO POWERPOINT!
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GETTING STARTED
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PERSONA MATERIALS
Background
_Mix of retail and service
_Has 3 employees
_Been in business for 3 years
Tools Used
_Excel
_Cash register
_Credit card terminal
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A SCRIPT
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CREATE THE CUSTOMER’S SHOES
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PUT REAL LIFE CUSTOMERS IN THE CUSTOMERS’ SHOES
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REAL “INVENTORY”
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“HACKED” USABILITY LAB
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The reward for this hard work was to watch real
small business owners trying these prototypes
during lab sessions and asking “when can I have
it?” questions.
Tim Beschastnov
Sr. Product Development Manager
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WALK IN THE CUSTOMERS’ SHOES (AKA EATING OUR OWN DOGFOOD)
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TEAM WORK SESSION
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LIVE DEMOS
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NO LOGO
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OMG!
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HELEN’S HABITAT’S MOVED TO A BIGGER AND BETTER LOCATION
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STAKEHOLDERS AS CUSTOMERS
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IN SUMMARY
Created the customers shoes
Put customers in those customer shoes
Put the team in the customer shoes (aka
eat our own dogfood)
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Stakeholder Support
A permanent space
Increase in morale
Use on other projects
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IMPROVED OUR LIVES SO PROFOUNDLY… WE CAN’T IMAGINE GOING BACK TO THE OLD WAY
OUR EXPERIENCE
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Stock image $30
Printed on company
plotter - FREE
Bookshelves and desk
in room - FREE
“Donated” or
“borrowed” items FREE
Props $35