Customer Experience Design is the practice of designing products/services with the focus on the quality and thoughtfulness of the user experience. Every touch point within the customer’s interaction with your product/service is designed to deliver experiences based on the brand’s promise. It requires companies to weave in storylines through online and offline experiences that bring the brand to life.
Experience design (XD) is not just a medium, like an advertising campaign or an online app, but rather a strategy to keep customers engaged with a brand through impactful interactions. This means that every product, service and action is designed to deliver an exceptional experience; your packaging, social channels, mobile app, web and print ads, check-out experience, customer service policies, all the way down to how staff greets customers and what they wear, to how a store looks, smells and sounds are just some of the details to consider in customer experience design. It’s a strategy in which everyone at the company, no matter their role, must be involved in order to deliver a unified customer experience. The idea is to delight customers or clients at every point of their journey.
When it comes to service, companies create loyal customers primarily by helping them solve their problems quickly and easily. In order to create delight, you must first meet their basic needs of reducing effort and removing obstacles. In our 20 + years experience we see businesses that often have assumptions about their customers but don't test them. From the outside in, we work with you to evolve your customers' end-to-end experience strategy - from prospect to loyal customer. Our goal is to create value from their first interaction.
The best fit for those that want to learn about user experience (UX) at your own pace and apply it to your business for quick results. After completing this training you'll understand the Customer Delight Process© and how to create value from their very first interaction with your business.
- Experience Vision Template
- Customer Journey Map Template
- Persona Template
- Experience Map Template
- Explanation video modules
- 30 minutes strategy session with our team
The best fit if you are growing fast and have many needs. Reducing frustration and increasing delight is the key to decreasing business expenses and increasing revenue. Plug us in as your internal team. We will provide tools, coaching and proven strategies using our Customer Delight Process© to increase your profit margin.
We’re often asked to customize our approach to meet customer needs. We start by reaching into our design-thinking tool kit to select the right tools and deliverables for your customer experience challenge. These may include an experience vision, journey maps, personas, workshops, focus groups and more.