Join us on Tuesday, October 28, at Intuit to provide feedback for the DonationMatch.com’s online self-service platform experience

DonationMatch.com is an online self-service platform streamlining how products reach local charitable events and target audiences. Since their presentation last year, the team has developed automated tools for filtering and approving in-kind donation requests received by companies, reducing handling time to zero while connecting their clients’ goods and gift certificates with more relevant audiences than ever. They would like to solicit feedback on this new feature of their system.

Join us on Tuesday, September 23rd, at Intuit to provide feedback for the Skooltopia landing page and home page experience

Current Project

During this session, Skooltopia co-founders will share the newly redesigned landing page and home page. The pages have been redesigned to increase user engagement, registrations and conversions. This redesign is not yet customer facing, so it will be a great opportunity for Skooltopia to leverage your feedback!

About Skooltopia

Skooltopia (www.skooltopia.com) launched their beta sight one year ago. Skooltopia is a hyperlocal fundraising marketplace that enables members of a school community to buy and sell their goods and services within their community and donate a percentage of revenue back to their schools. The tax-deductible donation to the school is made by the vendor and goes to the school of the buyer.

This three sided marketplace appeals to:

Schools as a fundraising opportunity as well as a way of connecting the community that makes up the school and surrounding local businesses.

Small business owners as a way of promoting their goods and services directly to their school community and beyond. It gives them a way to support local schools, reach their target market and align themselves with the values of shopping small anthe local community they in and those people they see every day and it gives them an opportunity to become a social enterprise supporting local schools.

Consumers as a way of sourcing what they need from a trusted network of friends and community members while supporting their school with each purchase.

The target market is members of a K-12 school community including:

  • Parents and family members with children under the age of 18
  • Male or female – emphasis on the female demographic
  • Small business owners and operators in the school and surrounding local community
  • PTA fundraising chair
  • Stay at home mothers
  • Age 30-50
  • Marital status – married
  • Middle class, average household income of $70K.
  • Residing in USA (primarily San Diego during this phase)
  • College educated
  • Employment status – self-employed professional, stay at home parent, working parent
  • Tech savvy
  • Feels strongly about supporting the local economy, fundraising and community

Join us on Tuesday, August 26th, at Intuit to provide feedback for the Price Patrol mobile shopping experience

About Price Patrol

Price Patrol is a mobile shopping companion that finds you what you want at the price you want it.  By leveraging the users geo-position and aggregating over 22 million products in the LIVE inventories of over 250,000 locations across the country, Price Patrol allows users to buy immediately, and the ability to let the application continually scan the live inventories of stores around them for the product(s) they want to drop in price.

Current Project

During this session, the User Experience + User Interface Team will share the mobile shopping application v1.4 with increased functionality.   Price Patrol is primarily looking to increase user experience as well as test its new check out process for the “Buy it Now” option that is being Beta tested.  This redesign is not yet customer facing, so it will be a great opportunity for Price Patrol to leverage your feedback!

Persona #1:

Male Mid 20’s
College Graduate
Earns $75,000 annually

This individual is always on the go and looking for the best technology.  He is currently in the market for a MacBook Air.  The laptop he currently has is capable of being used for a few more months, so he is able to wait for the cost of his new MacBook to come down

Persona #2:

Female, Late 30’s
Some College
Stay at Home Mother of two

This individual is a full-time parent who needs products instantly and is VERY cost conscious.  She is tech-savvy, uses social media regularly and is always on the move taking care of her children and their myriad activities.  She is currently on vacation and in an area she is not familiar with and forgot her traveling stroller.

Join us on Tuesday, July 22nd, at Intuit to provide feedback for the newly redesigned ProFlowers website checkout experience

Current Project

During this session, the User Experience + User Interface Team will share the newly redesigned checkout process for ProFlowers.  This new experience is a continuation of a project shared last year, only this time we have applied responsive web design principals to deliver a seamless shopping experience for consumers regardless of their chosen device.  ProFlowers is primarily looking to increase conversion with this redesign by making the checkout process fit the available screen space of the user’s device.  This redesign is not yet customer facing, so it will be a great opportunity for ProFlowers to leverage your feedback!

About ProFlowers (www.proflowers.com)

ProFlowers has been connecting consumers with fresh-from-the-field flowers since 1998, starting with a single farm in California.  Fifteen years later, over 50 million bouquets have been sent containing 185 fresh cut varieties from eight different countries around the world.  Depending on the time of year, the target consumer vacillates between the following two profiles:

A male in his late 30s:

  • Married with children
  • College educated, $107K average household income
  • Highly tech and mobile savvy; prefers shopping online and likely to leverage social media for gift information and recommendations
  • Often buys gifts at the last minute; ability to transact quickly and with ease is a top priority

A female in her late 30s:

  • Single
  • $67K average household income
  • Highly tech and mobile savvy; extremely likely to leverage social media for gift information and recommendations
  • Loves giving gifts and puts a lot of thought into the gifts she purchases
  • Gives flowers frequently as a way to show her care and support; feels that flowers are a more personal, intimate gift
  • Presentation of the flowers is of utmost importance

The Customer Experience Revolution – The Trailer

It has been an exciting year for Jeof and I and The Customer Experience Revolution. This month we had a great time as Closing Keynotes at SDL Innovate 2014 in San Francisco, the book went into a third printing, and Brigantine Media just released this trailer.

Join us on Tuesday, June 24th, at Intuit to provide feedback for the newly redesigned Personal Creations site experience

Current Project

During this session, the User Experience + User Interface Team will share the newly redesigned Personal Creations site. This new site was built using responsive web design principals with the goal of delivering a seamless shopping experience for consumers regardless of their chosen device.  The session will focus on the shopping experience up to and including the shopping cart page.

About Personal Creations

Personal Creations helps our customers commemorate life’s events, or strengthen a connection with cherished friends or family through a meaningful gift experience. It delivers unique gifts for any occasion, and personalizes the product through one of our over 20 unique personalization techniques. It is a brand that embodies fun and creativity that is reflected in its wide assortment of market and exclusive products.

The Target Customer

The target customer is a female in her mid 40’s. She’s married, and skews towards middle class. She loves to buy gifts for other people, and takes pride in choosing a gift that are one of a kind, reflect their own personality, and have personal meaning to the recipient. They will shop around in order to find this perfect gift.

Join us on Tuesday, May 27th, at Intuit to provide feedback for the Nearlings.com experience

An encore performance!
Nearlings.com is a startup committed to creating a safe, on-demand, friendsourced marketplace where people can do well by doing good. Members can leverage public or private groups to locate on-demand help with tasks and errands, or (conversely) to offer your talents to help others.  Nearlings provides secure payment and escrow services to simplify and increase trust. Web and mobile versions of the Nearlings.com solution will eventually be available.
As an early stage lean startup, Nearlings.com is in the customer validation phase. We’re working through critical workflow and usability challenges, and meeting with potential customers to determine pricing and initial features. We are especially interested in suggestions about how to simplify our early product design while increasing efficiency and effectiveness.
Persona #1
————————————–
- Married woman with kids
- Tech and mobile savvy, but impatient with tedious or cumbersome solutions
- Likely to volunteer at children school and extra-curricular events
- Managing challenges of complex family schedule
- Careful to maximize the family budget
- Seeking ways to save time and money
Persona #2
————————————–
- Leader of church-group
- Modest technical skills
- Seeking ways to raise funds and do good works in the local community
- Needs solution communicate, coordinate and share with group
- Cost-sensitive
Persona #3
————————————–
- Student or underemployed adult
- Seeking small-medium day jobs to earn cash
- Tech savvy; mobile preferred

Join us on Tuesday, May 6th, at Intuit to provide feedback for the Nearlings.com experience

Nearlings.com is a startup committed to creating a safe, on-demand, friendsourced marketplace where people can do well by doing good. Members can leverage public or private groups to locate on-demand help with tasks and errands, or (conversely) to offer your talents to help others.  Nearlings provides secure payment and escrow services to simplify and increase trust. Web and mobile versions of the Nearlings.com solution will eventually be available.
As an early stage lean startup, Nearlings.com is in the customer validation phase. We’re working through critical workflow and usability challenges, and meeting with potential customers to determine pricing and initial features. We are especially interested in suggestions about how to simplify our early product design while increasing efficiency and effectiveness.
Persona #1
————————————–
- Married woman with kids
- Tech and mobile savvy, but impatient with tedious or cumbersome solutions
- Likely to volunteer at children school and extra-curricular events
- Managing challenges of complex family schedule
- Careful to maximize the family budget
- Seeking ways to save time and money
Persona #2
————————————–
- Leader of church-group
- Modest technical skills
- Seeking ways to raise funds and do good works in the local community
- Needs solution communicate, coordinate and share with group
- Cost-sensitive
Persona #3
————————————–
- Student or underemployed adult
- Seeking small-medium day jobs to earn cash
- Tech savvy; mobile preferred

Join us on Tuesday, April 22nd, at Intuit to provide feedback for the First Allied Securities Advisor Service Center experience

Current Project

During this session, we will review the new Advisor Service Center, which allows users to submit service requests for one or more tasks for the First Allied home office to process.

About First Allied

A dynamic leader in the financial industry with a reputation for excellence, First Allied Securities is a full-service independent broker/dealer. First Allied Securities, Inc. was founded in 1994 as a privately held company with a vision of providing independent financial advisors with cutting-edge technology, innovative products and excellent service.

Customer Centricity Drives Innovation and Agility

Amazon.com has built automated systems that detect when a customer hasn’t paid the lowest available price for a product, or when the playback of a streaming movie is shoddy, and doles out refunds. In one example cited by CEO Jeff Bezos, they detected poor playback for a customer who rented the movie “Casablanca” online and sent a $2.99 refund. The company also pays back the difference when the price of an item drops between the order and the time of shipment, he said.

Amazon pays refunds to customers even before they ask?!

Bezos explained that his company’s customer-centric focus has many advantages in terms of innovation, agility, competition, and investment priorities. According to Bezos:

“One advantage – perhaps a somewhat subtle one – of a customer-driven focus is that it aids a certain type of proactivity. When we’re at our best, we don’t wait for external pressures. We are internally driven to improve our services, adding benefits and features, before we have to. We lower prices and increase value for customers before we have to. We invent before we have to. These investments are motivated by customer focus rather than by reaction to competition. We think this approach earns more trust with customers and drives rapid improvements in customer experience – importantly – even in those areas where we are already the leader.”

Are you interested in being agile and innovative? Then proactively invest in your customer experience – don’t wait for external pressure and leap frog your competition.

to read more like this, visit www.seanvantyne.com.

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