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Relationships for the Customer Experience Age:Lessons From the Field
Peyton Lindley - Executive Director, Experience Design. @telegrammatic
#effectiveui@effectiveui
Suzanne Hamill - VP, Interactive DesignChris Whitlock - Executive Creative Director
Monday, October 31, 2011
What We’re Working On(And Why)
Monday, October 31, 2011
Why Are We Here?
Monday, October 31, 2011
On Client-Agency Relationships:
Monday, October 31, 2011
On Client-Agency Relationships:
Client -
Monday, October 31, 2011
relationship (n.)
the way in which two or more people or organizations regard and behave toward each other
Monday, October 31, 2011
IS IT LIKE THIS?
“Well Established Brand Seeks Hot Agency.”
Monday, October 31, 2011
OR LIKE THIS?
“Can’t We All Just Get Along?”
Monday, October 31, 2011
What’s The Cost of a Bad Relationship?
Monday, October 31, 2011
Monday, October 31, 2011
“Help! My client is texting me!”
Monday, October 31, 2011
“Help! My client is texting me!”
Monday, October 31, 2011
Ask:
“How are we working?”in addition to...“What are we working on?”
Monday, October 31, 2011
The “agency” model is changing.
Monday, October 31, 2011
Not too long ago...
Monday, October 31, 2011
So Where Is The Model Headed?
Monday, October 31, 2011
EXTERNAL: NEW MODELS
CLIENT AGENCY CUSTOMER
“One-Way Communication”
Monday, October 31, 2011
EXTERNAL: NEW MODELS
CLIENT
AGENCY
CUSTOMER
“Communication & Interpretation”
Monday, October 31, 2011
INTERNAL: BRINGING PEOPLE ALONG FOR THE RIDE
“BLACK BOX” APPROACH
CUSTOMER INSIGHT
[ANALYSIS & SYNTHESIS]
RESULTS&
FINDINGS
MYSTERIOUS AND WONDERFUL THINGS HAPPEN HERE
Monday, October 31, 2011
INTERNAL: BRINGING PEOPLE ALONG FOR THE RIDE
“BLACK BOX” APPROACH
CUSTOMER INSIGHT
[ANALYSIS & SYNTHESIS]
RESULTS&
FINDINGS
Workshop #1 Workshop #2
CO-CREATEDAPPROACH
CUSTOMER INSIGHT
CustomerNeeds
Framework
RESULTS&
FINDINGS
MYSTERIOUS AND WONDERFUL THINGS HAPPEN HERE
Monday, October 31, 2011
So how do you changethe conversation?
Monday, October 31, 2011
Revolution (n.) --
a dramatic and wide-reaching change in the way something works or is organized or in people's ideas about it
Monday, October 31, 2011
THIS KIND OF REVOLUTION?
Monday, October 31, 2011
OR THIS KIND?
Monday, October 31, 2011
frameworks for dialog
Monday, October 31, 2011
frameworks for dialog
“helps me be strategic”
“helps me make decisions”
“helps me plug & chug”
Monday, October 31, 2011
so what have we learned?
Monday, October 31, 2011
space matters.
Monday, October 31, 2011
space matters.
Monday, October 31, 2011
space matters.
Monday, October 31, 2011
space matters.
Monday, October 31, 2011
space matters.
Monday, October 31, 2011
facilitate, don’t dictate.
Monday, October 31, 2011
co-creation and collaboration: “one team”
Monday, October 31, 2011
leading by doing.
Monday, October 31, 2011
have the right people [participating].
Monday, October 31, 2011
don’t wait for a meeting.
Monday, October 31, 2011
how can we make this sustainable?
Monday, October 31, 2011
VISUAL DESIGN
DESIGN FOR CUSTOMER EXPERIENCE IS SHIFTING
Monday, October 31, 2011
PROBLEMDEFINITION
VISUAL DESIGN
DESIGN FOR CUSTOMER EXPERIENCE IS SHIFTING
Monday, October 31, 2011
DESIGN FACILITATION
PROBLEMDEFINITION
VISUAL DESIGN
DESIGN FOR CUSTOMER EXPERIENCE IS SHIFTING
Monday, October 31, 2011
thank you. questions?
Monday, October 31, 2011