Transforming

Customer Experience

DAN FAHRNER & MARK SHREVE

SmallBox

What is customer experience?

THE INTERNET:

Customer experience is an interaction

between an organization and a

customer over the duration of their

relationship.

What makes for a great interaction?

Intentional

Intentional

Values-based

Intentional

Values-based

People-centered

US

THEM

Have an example?

How do I actually go from good to great?

DESIGN THINKING

D.SCHOOL

empathize

define

ideate

prototype

test

empathize

define

ideate

prototype

test

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Understand:

Put yourself in the

customer’s shoes!

empathize

define

ideate

prototype

test

Frame the Problem:

Identify the right pain

points.

empathize

define

ideate

prototype

test

Diverge & Converge:

Find the broadest range of

ideas before prioritizing

what to solve.

Let’s practice!

Priority Matrix!

Give each idea a score from 0-10 by:

Value for the customer

Potential value for the business

Alignment with org capabilities

Overall gut feeling

Let’s talk!