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.

FICO San Diego is looking for a User Experience Lead Designer

Job Description:
As part of the FICO User Experience (UX) department, the User Experience Lead Designer helps design the interactive behavior, assistive capabilities and professional appearance of the FICO applications with a deep understanding of responsive design, accessibility compliance, and industry standards for global enterprise web-based applications. The UX Designer collaborates with a multi-discipline, cross-functional team to design user experiences that balance the users’ needs with business goals and technological capabilities.

Responsibilities:
- Conduct interviews and develop user profiles and personas
- Conduct task analysis and develop activity and screen-flow diagrams
- Develop wireframes to define the information architecture
- Develop UI prototypes to define the interactive behavior
- Conduct usability evaluations
- Assist Developers with HTML/CSS/JS solutions

Working Conditions: Will require some early and late working hours to accommodate meeting different time zones needs

Qualifications:
- BS in Human-Computer Interaction, Cognitive Science or related field
- 5+ years of UCD experience with global, web-based enterprise applications
- Experience with UX design in an Agile development process
- Experience with complex strategy management solutions a plus
- Experience with data analysis and visualization a plus
- Expertise with HTML 5, CSS 3, JavaScript is mandatory
- Expertise with WAI-ARIA Accessibility Practices and Responsive Design is a must
- Familiarity with Angular

Soft Skills: Proven communication skills and ability to excel in a global team-oriented environment; Self-motivated and attentive to detail; The ability to work independently.

If you are interested or know someone who would be a good fit, please contact Sean Van Tyne – seanvantyne@fico.com

Join us on Tuesday, February 25th, 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

How to Design for an Omni-Channel Shopping Experience Webinar

Tuesday, February 25th, 2014 at 11:00AM PT / 2:00PM ET

According to the IDC Retail Insights, Omni-Channel shoppers will spend 15% to 30% more than Multi-Channel shoppers and they are more likely to be your brand’s influencers and Net Promoter advocates. It is now evident, that brands who make the customer experience omniscient, i.e. continues and universal, will lead the marketplace.
So how do you design for an Omni-Channel shopping experience? Join Sean Van Tyne, author of The Customer Experience Revolution, to learn how to craft a uniform experience across channels and touch points.
Twitter Hashtag: #uzwebinar

In this 60-min webinar you will learn:

  • What Omni-Channels are
  • Who Omni-Channel Shoppers are
  • What a journey map and a service blueprint is
  • How to create an Omni-Channel

FREE WEBINAR

REGISTER NOW!

Meet the Speaker:
Sean Van Tyne is the co-author of The Customer Experience Revolution. Mr. Van Tyne is a sought-after speaker, coach and facilitator on such topics as customer experience, experience design, and design thinking. He is the President of the Customer Experience Special Interest Group; founding board member of the Customer Experience Institute; and an advisor on numerous professional and corporate boards.

Join us on Tuesday, January 28th, at Intuit to provide feedback to ProFlowers mobile experience

Current Project

During this session, the newly redesigned “responsive” ProFlowers site will be shared. ProFlowers is primarily looking to increase conversion on mobile devices with this redesign. However, given the depth of the change to the platform ProFlowers has also used this as an opportunity to update the overall site aesthetic for the first time in the company’s history. This redesign is currently customer facing and being tested, so it will be a great opportunity for ProFlowers to leverage your feedback!

About ProFlowers

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

2014 Calendar!

As always, this calendar is subject to change so please check the calendar before heading to the event… or better yet, you can be added to our e-mail meeting announcement list by sending an e-mail to sean DOT vantyne @ cox DOT net and put “Add me to the CX SIG e-mail list” in the subject.

January: ProFlowers
February: Nearlings
March: Cubic
August: PricePatrol
September: Sony Store
October: DonationMatch

November & December: Off for the holidays

Though the calendar is full, we are always looking for interesting organizations’ customer experience designs. If you are interested in presenting, send an e-mail to sean DOT vantyne @ cox DOT net and put “I would like to present at the CX SIG” in the subject.

Join us on Tuesday, October 22nd, at Intuit to provide feedback to the DonationMatch web site experience

Current Project

During this session, the DonationMatch web site will be shared (donationmatch.com). DonationMatch is looking to increase business engagement with cleaner design and features that encourage use of our site for outbound marketing (through better searching and filtering). Encouraging sharing and referrals is also a priority. We will be starting a redesign shortly after the CX review and appreciate your valuable feedback.

About DonationMatch

DonationMatch is an online marketplace that allows verified tax-exempt nonprofits to easily find and request donated goods and gift certificates for use as prizes at their events from partner companies in just a few clicks. It also enables sampling agencies/brands to find and distribute products and promotions to target audiences at events in a fraction of the time of back-and-forth searches. Their SaaS (software-as-a-service) reduces hundreds of hours of tedious work to just minutes for nonprofit event committees, PR/sampling agencies, and marketers of charitable companies.

Objectives for User Experience

The goal is for business customers to easily find/respond, compare, and choose events to receive donated goods.

The target consumer is generally:

  • A female in her 30s or 40s
  • Working in either the hospitality (hotel, restaurant, attractions, spas) or consumer goods industry
  • Responsible for community giving, PR, and/or marketing
  • A supporter of corporate philanthropy/social responsibility
  • Tech savvy and open to using web-based tools
  • Interested in saving time while increasing ROI of her efforts

Join us on Tuesday, September 24th, at Intuit to provide feedback to the Sony Electronics store web site experience

Current Project

During this session, the newly redesigned Sony Electronics store web site will be shared (store.sony.com). Sony is primarily looking to increase conversion by incorporating a clean design aesthetic that showcases the products in an elevated fashion. The redesign will be launching shortly after the CX review so it’s a great time to preview the new site and provide valuable feedback.

About Sony Electronics

Sony Electronics (SEL) is the U.S. sales and marketing arm of Sony’s global electronics business.  It is a leading provider of audio/video electronics and information technology products for the consumer and professional markets. The company is noted for a wide range of consumer audio-visual products, such as the BRAVIA® 3D LCD HDTV, BRAVIA® LCD high-definition television, Sony Internet TV with Google TV, Cyber-shot® digital camera, Handycam® camcorder and Walkman® personal stereo. The Sony Store Online (store.sony.com) is a channel that sells Sony electronics directly to consumers.

Objectives for User Experience

The goal is for customers to easily find, research, compare, and purchase Sony products.

The target consumer is generally:

  • A male in his late 30s
  • Married with children
  • College educated
  • Highly tech and mobile savvy; prefers shopping online
  • Interested in a premium brand experience

Join us on Tuesday, August 27th, at Intuit to provide feedback to the ProFlowers checkout experience

Current Project

During this session, the newly redesigned checkout process for ProFlowers will be shared.  ProFlowers is primarily looking to increase conversion with this redesign by making the checkout process more fun, personal, and easy to navigate.  This redesign is not yet customer facing, so it will be a great opportunity for ProFlowers to leverage your feedback!

About ProFlowers

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

Join us on Tuesday, July 23th, at Intuit to provide feedback to the Personal Creations product detail page experience design

Current Project

During this session, the Site Optimization Team will share the Personalization Preview functionality on Personal Creations. With this functionality, Personal Creations is trying to accomplish the following: Allow customers to confirm that their product is personalized correctly, and provide an emotional hook to increase conversion by showing the customer their “finished” product.

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 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.

Next Page »

%d bloggers like this: