CX SIG http://cxsig.org Customer Experience Special Interest Group Sun, 19 May 2013 19:51:47 +0000 en-US hourly 1 http://wordpress.org/?v=3.5.1 Join us on Tuesday, May 28th, at Intuit to provide feedback to the Sony PlayStation ULTRA experience design http://cxsig.org/2013/05/19/join-us-on-tuesday-may-28th-at-intuit-to-provide-feedback-to-the-sony-playstation-ultra-experience-design/ http://cxsig.org/2013/05/19/join-us-on-tuesday-may-28th-at-intuit-to-provide-feedback-to-the-sony-playstation-ultra-experience-design/#comments Sun, 19 May 2013 19:51:47 +0000 admin http://cxsig.org/?p=323 Company Overview
Sony Computer Entertainment America LLC (SCEA) is responsible for keeping PlayStation® growing and thriving in the United States, Canada and Latin America. Based in Foster City, California, SCEA serves as headquarters for all North American operations and is a wholly owned subsidiary of Sony Corporation of America Inc.

Our department establishes business processes and best practices for managing operations of our four internal service groups that support the development of first party game titles for the Playstation platform. Recently with the advent and user adoption of our web applications we have become a Global (US, EU, and Japan) internal dev and ops team.

The Product
Internal web application called ULTRA which was designed to close the gap on real time estimates of expenses and unifies our ERP, CMS, and Asset Management systems’ data into one central application. ULTRA’s goal is to improve the accuracy and timeliness of information to management and remove data silos.
The Customer
The system has a wide ranges of customers and functional users ranging from standard Employees to Department Administrators and Financial Analysts to Upper Management and Executives.
Objectives for User Experience
The object is for Users with limited to no training of the system will be able to intuitively make the requests they need and find the information they are looking for assuming of course they have the proper access/permission.
]]> http://cxsig.org/2013/05/19/join-us-on-tuesday-may-28th-at-intuit-to-provide-feedback-to-the-sony-playstation-ultra-experience-design/feed/ 0 Join us on Tuesday, March 26th, at Intuit to provide feedback to the MOGL experience design http://cxsig.org/2013/03/24/join-us-on-tuesday-march-26th-at-intuit-to-provide-feedback-to-the-mogl-experience-design/ http://cxsig.org/2013/03/24/join-us-on-tuesday-march-26th-at-intuit-to-provide-feedback-to-the-mogl-experience-design/#comments Mon, 25 Mar 2013 05:14:47 +0000 admin http://cxsig.org/?p=303 Company Overview

Based in San Diego, Calif., MOGL is the fastest-growing restaurant loyalty program on the west coast, hooking its members up with cash for dining out at their favorite restaurants, while donating meals to people in need. MOGL celebrates a simple philosophy: reward customers for their loyalty and they’ll reward you back.

The Product
The company seamlessly offers cash-back to consumers every time they use their own registered debit or credit card at thousands of MOGL restaurants throughout California. No coupons, punch cards, check-ins or hassles; members simply eat out and cash in! Through its Meal for a Meal program with Feeding America, MOGL supports local communities by donating a meal to someone in need when MOGL members dine out.
The Customer
The MOGL customer is anyone who is hungry and has credit or debit card in the state of California. Whether you like getting cash back or donating meals when eating out. The end users range from college students to business executives.
Objectives for User Experience
MOGL’s main goal is to provide an intuitive user experience that allows users to discover their favorite MOGL restaurants. The Mobile app will have a gamification component with restaurant leader boards, jackpots won and meals donated. Discovery and competition also be highlighted in the MOGL feed which funnels all of your friends activities into one place that fun and easy to browse.
]]> http://cxsig.org/2013/03/24/join-us-on-tuesday-march-26th-at-intuit-to-provide-feedback-to-the-mogl-experience-design/feed/ 0 CXPA SoCal: Twelve Essentials of Customer Experience http://cxsig.org/2013/02/24/cxpa-socal-twelve-essentials-of-customer-experience/ http://cxsig.org/2013/02/24/cxpa-socal-twelve-essentials-of-customer-experience/#comments Sun, 24 Feb 2013 17:54:10 +0000 admin http://cxsig.org/?p=299 The Customer Experience Revolution: Twelve Essentials of Customer Experience
with Sean Van Tyne

 Customer Experience Professional Association of Southern California

Thursday, February 28, 2013

11:00 a.m. to 2:00 p.m. PT

Irvine Company
3210 Park Center Drive at Pacific Arts Plaza
Costa Mesa, California  92626

Online registration is available until: 2/28/2013
Register for this event »

Join us at the Irvine Company Thursday, February 28 from 11:00 a.m. to 2:00 p.m. to hear Sean Van Tyne present the “Twelve Essentials of Customer Experience” From the business leadership book, The Customer Experience Revolution – How Companies like Apple, Amazon, and Starbucks have changed business forever, Sean will share an aggregate view of some of the best customer experience companies and the practices that make them better, different, and more valuable than their competitors. These “Twelve Essentials of Customer Experience” are the elements that are keys to building a company focused on delivering great customer experience.

Lunch will be provided.

Sean Van Tyne, co-author of The Customer Experience Revolution and the User Experience Director at FICO, the global leader for predictive analytic solutions, where he provides leadership for teams across the United States, Europe and Asia.

Sean is a sought-after speaker, moderator and facilitator on such topics as customer experience, leadership, and experience design strategies. 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.

Agenda:

11:00 – 11:15 a.m. Welcome greeting & networking

11:15 – 11:30 a.m. Hosts/CXPA welcome

11:30 – 11:45 a.m. Lunch will be served

11:45 a.m. – 12:15 p.m. Presentation by Sean Van Tyne

12:15 – 1:30 p.m. Roundtable discussions

1:30 – 2:00 p.m. Adjourn and networking

Cost: CXPA Members – FREE*
Non-members – $20

Not a member? Join today and attend this CXPA event- for FREE.

*CXPA Members take advantage and take 2 friends for FREE!
Any member that registers for either event has the option to bring two non-member guests for FREE! (Details on registration form)

]]> http://cxsig.org/2013/02/24/cxpa-socal-twelve-essentials-of-customer-experience/feed/ 0 LA UX Meetup: Ask, Watch and Listen with Sean Van Tyne http://cxsig.org/2013/02/17/la-ux-meetup-ask-watch-and-listen-with-sean-van-tyne/ http://cxsig.org/2013/02/17/la-ux-meetup-ask-watch-and-listen-with-sean-van-tyne/#comments Sun, 17 Feb 2013 16:57:31 +0000 admin http://cxsig.org/?p=285 The Customer Experience Revolution: Ask, Watch and Listen

with Sean Van Tyne

The Los Angeles User Experience Meetup

Thursday, February 21, 2013

7:00 PM

Cross Campus

820 Broadway

Santa Monica, CA 90401

Join us at Cross Campus on Thursday, Feb. 21 when author and speaker Sean Van Tyne shares his insights of User Experience in the Customer Experience revolution.

Sean Van Tyne is the co-author of The Customer Experience Revolution and the User Experience Director at FICO, the global leader for predictive analytics solutions, where he provides leadership for teams across the United States, Europe and Asia. Mr. Van Tyne is a sought-after speaker, moderator and facilitator on such topics as customer experience, leadership, and experience design strategies. 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.

We are fortunate that Sean Van Tyne will be having a book signing at the end of the event. You can order your book now so it arrives in time or you can purchase one at the event for $19.95. You can order your book in advance from:

Order The Customer Experience Revolution from Amazon

or

Order The Customer Experience Revolution from Brigantine Media (bulk discounts)

This is also your chance to revisit our host, Cross Campus – a state of the art 11,000 square foot engine of creativity and innovation located in the heart of Santa Monica. The goal of Cross Campus is to inspire creative collisions through space design, learning platforms, and extraordinary events, fostering member-driven collaboration that ultimately leads to game changing ideas and enterprises. For information about becoming a Cross Campus member, review their various plans.

AGENDA

7:00 – Registration

7:05 – Food & beverages provided by DIRECTV’s Digital Innovation Lab

7:30 – Community announcements & speaker introduction

7:35 – Neysa Pelletier to introduce DIRECTV Digital Innovation Lab

7:40 – Presentation

8:30 – Q&A

8:40 – Book signing (order your book now!)

 

After party at the Bodega Wine Bar, 814 Broadway Street, Santa Monica

Street parking is available and to see real-time available parking areas use “Park Me”: http://tinyurl.com/Cross-Campus-Park-Me

 

Event Hashtags: #CXRevolution, #LAUX, @Sean_Van_Tyne, @LAUXmeetup

Sponsor hashtags: @CrossCampusLA & @we_ideate (DIRECTV Digital Innovation Lab)

 

The event space has been kindly donated by Cross Campus.

Food and beverages have been provided by DIRECTV Digital Innovation Lab.

]]> http://cxsig.org/2013/02/17/la-ux-meetup-ask-watch-and-listen-with-sean-van-tyne/feed/ 0 Join us on Tuesday, February 26th, at Intuit to provide feedback to the Snapstrs experience design http://cxsig.org/2013/02/05/join-us-on-tuesday-february-26th-at-intuit-to-provide-feedback-to-the-snapstrs-experience-design/ http://cxsig.org/2013/02/05/join-us-on-tuesday-february-26th-at-intuit-to-provide-feedback-to-the-snapstrs-experience-design/#comments Wed, 06 Feb 2013 03:13:03 +0000 admin http://cxsig.org/?p=265 Company Overview

Have you ever thrown a party where many of you took photos that you didn’t get to see just because most of them remained in other guest devices. at Snapstrs we’re turning this pain into a unique Social experience. Snapstrs is a collaborative photo taking application, that allows us to build albums together in real time. Whether it’s a major public event, or an intimate private moment Snapstrs is your tool to easily collect in real time photos taken by you and everybody with you to host them in a separate album for that specific moment to be shared privately or with the world.

Target customer

Smart phone owners ( iPhone users at this point) who are socially active and take photos. Event organizers ( wedding planners, and conf. roganizers), brand managers looking to promote brand photo taking contests. Active parents who extensively take kids’ pictures to share with selective family members. Traveling couples.

Product

- Snapstrs the site snapstrs.com to view photos , and allow non smartphone owners to create albums, and also upload photos.
]]> http://cxsig.org/2013/02/05/join-us-on-tuesday-february-26th-at-intuit-to-provide-feedback-to-the-snapstrs-experience-design/feed/ 0 Join us on Tuesday, January 22nd, at Intuit to provide feedback to the StackIQ experience design http://cxsig.org/2013/01/09/join-us-on-tuesday-january-22nd-at-intuit-to-provide-feedback-to-the-stackiq-experience-design/ http://cxsig.org/2013/01/09/join-us-on-tuesday-january-22nd-at-intuit-to-provide-feedback-to-the-stackiq-experience-design/#comments Thu, 10 Jan 2013 04:33:39 +0000 admin http://cxsig.org/?p=256 Company Overview

StackIQ is local venture backed startup which develops and sells a comprehensive software suite that automates the provisioning and management of big infrastructure (defined by 10s, 100s, or 1000s of servers used for clustered applications). With StackIQ’s software, you can spin up large, fully configured Hadoop clusters, HPC clusters, & clouds, quickly and consistently from bare-metal up to the applications layer. Its modular architecture allows customers to integrate nearly any application with the StackIQ software stack.

The Product

StackIQ Enterprise Data brings enterprise-class management to clusters. It was designed from the ground up to deploy and manage large-scale data infrastructure. It combines StackIQ’s industry-leading cluster management solution with our Apache Hadoop™ management software providing everything you need to install, configure, deploy, and manage your Apache Hadoop™ cluster — right from bare metal. Using StackIQ Enterprise Data makes the job of building a robust, production-grade big data cluster that can reside in any enterprise data center easier than ever.

The Customer

StackIQ sells its products primarily to enterprise customers (Financial, Manufacturing, Aerospace, etc) and research organizations (High Ed, Government, Federal, etc) who are managing hundreds or thousands of servers. The end-users within these organizations are typically system administrators and data architects who have experience managing scale out data centers.

Objectives for User Experience

StackIQ aims to deliver a graphical user experience which provides a simple presentation of complex cluster architectures. The system is designed to expose enough of the underlying CLI and Python driven management functionality to allow system administrators to use the GUI for basic day-to-day tasks.

]]> http://cxsig.org/2013/01/09/join-us-on-tuesday-january-22nd-at-intuit-to-provide-feedback-to-the-stackiq-experience-design/feed/ 0 The CX SIG 2013 Calendar! http://cxsig.org/2012/12/11/the-cx-sig-2013-calendar/ http://cxsig.org/2012/12/11/the-cx-sig-2013-calendar/#comments Wed, 12 Dec 2012 02:12:44 +0000 admin http://cxsig.org/?p=250 The votes were tabulated, there was some horse trading and there are still some unclaimed slots… but, for the most part, we have our calendar (see tab “2013 Calendar”)… Which I am sure will change as we go.

Happy Holidays!

]]> http://cxsig.org/2012/12/11/the-cx-sig-2013-calendar/feed/ 0 Vote for Your Favorite Presenter for our 2013 Calendar! http://cxsig.org/2012/11/04/vote-for-your-favorite-presenter-for-our-2013-calendar/ http://cxsig.org/2012/11/04/vote-for-your-favorite-presenter-for-our-2013-calendar/#comments Sun, 04 Nov 2012 17:02:09 +0000 admin http://cxsig.org/?p=240 We are doing something a little different this year… we have so many companies that want to present at our CX SIG, that we need your help in selecting who we should have. If you are interested, please take a moment to rank the potential organization in order of your preference:

 

http://www.surveymonkey.com/s/TT29TKY

 

In approximately two weeks we will close the survey and develop our 2013 calendar.

]]> http://cxsig.org/2012/11/04/vote-for-your-favorite-presenter-for-our-2013-calendar/feed/ 0 Join us on Tuesday, October 23rd, at Intuit to provide feedback to the Introspex App Insight Platform experience design http://cxsig.org/2012/10/16/join-us-on-tuesday-october-23rd-at-intuit-to-provide-feedback-to-the-introspex-app-insight-platform-experience-design/ http://cxsig.org/2012/10/16/join-us-on-tuesday-october-23rd-at-intuit-to-provide-feedback-to-the-introspex-app-insight-platform-experience-design/#comments Wed, 17 Oct 2012 02:09:07 +0000 admin http://cxsig.org/?p=213 Company Overview
Introspex® is dedicated to assisting mobile software development teams accelerate their product cycles and improve usability by capturing and sharing extensive analytic data about their apps in near real-time. Their products emerged from the founders’ many years of experience in mobile development. Their first product, launched in 2012, is the Introspex App Insight Platform for iPhone and iPad development and QA teams. The future road-map includes products spanning the entire product life-cycle.

Founded in 2011, Introspex is a Delaware corporation headquartered in Cardiff-by-the-Sea, California. For more about Introspex, see http://www.introspexapps.com.

The Product
The Introspex platform comprises an agent and associated portal. The agent is added to the developers’ apps via drag and drop, without any coding or other steps. It is (today) specific to iOS (iPhone/iPad, iPod). The app, with the embedded agent is distributed to additional developers, beta testers and QA team for testing. Data collected from each and every run, in near real time, is uploaded to a portal, secured to each development team. By viewing the portal, the development team can see the step-by-step execution of the app, including all gestures (taps, swipes, etc.), system events on the device, memory reports, network performance reports, console reports, wireless connectivity, et al. The developers and QA team have better communications and can track down problems, even subtle and intermittent problems.

The Customer
The Introspex App Insight Platform is used by the entire spectrum of iOS developers. Everything from the indie shops, to enterprise customers. The audience is a tightly targeted, informed, technical audience.

Objectives for User Experience
Our analytics tell us that customers are not clicking through to the download (free or otherwise) as often as we would expect. We believe that we are not informing them well enough of the power of our offering, or losing them in navigation or vague instruction.

]]> http://cxsig.org/2012/10/16/join-us-on-tuesday-october-23rd-at-intuit-to-provide-feedback-to-the-introspex-app-insight-platform-experience-design/feed/ 0 Join us on Tuesday, September 25, at Intuit to provide feedback to the CloudTrigger experience design http://cxsig.org/2012/09/09/join-us-on-tuesday-september-25-at-intuit-to-provide-feedback-to-the-cloudtrigger-experience-design/ http://cxsig.org/2012/09/09/join-us-on-tuesday-september-25-at-intuit-to-provide-feedback-to-the-cloudtrigger-experience-design/#comments Sun, 09 Sep 2012 15:11:55 +0000 admin http://cxsig.org/?p=204 Company Overview

CloudTrigger is focused on delivering innovative solutions utilizing Salesforce and the Force.com platform, helping organizations of all sizes derive insight and intelligence from their data and technology investments. Our deep experience with CRM technology produces repeatable processes and predictable outcomes for our customers. CloudTrigger is ranked among the top 15 Salesforce.com Service Cloud partners in the world and its professional services team has delivered hundreds of successful implementations. CloudTrigger also provides innovative business solutions like G2Maps, our geo-analytics mapping product.

The Product

G2Maps is more than a simple mapping program. G2Maps improves performance for anyone who operates based on geography. Sales operations, distribution, emergency response, marketing, and site selection are all instantly transformed as visual representations with attributes on a map. Your entire CRM system instantly becomes more powerful and useful. Leveraging proven industry leading software through the partnership with Esri, G2Maps is a true game changer.

The Customer

Salesforce customers discover and access G2Maps via the Salesforce AppExchange store, a marketplace for Salesforce vendors. Usually, the business units define the business challenge and need to the IT department who then proceed to research solutions and demonstrate those the stakeholders. Customers vary in size from 5 users to thousands of users.

Objectives for User Experience

Many end-users are exposed to the application without training and customers have reported adoption challenges in their organization. We want to understand if the application functions are intuitive and the value understood.

]]> http://cxsig.org/2012/09/09/join-us-on-tuesday-september-25-at-intuit-to-provide-feedback-to-the-cloudtrigger-experience-design/feed/ 0