Agenda• 7:00 PM - Food & beverages• 7:25 PM - Introduction of Sean Van Tyne
event • 7:40 PM - Sponsor announcements -
Cross Campus, DIRECTV’S D LAB, TechJobsLA
• 7:55 PM – Community announcements (open floor)
• 8:00 PM – Sean Van Tyne’s Presentation• 8:50 PM - Questions and answers • 9:00 PM - Book signing• 9:20 PM – After party at Bodega
The Los Angeles User Experience Meetup
Follow us on Twitter: @LAUXMeetupFollow Sean Van Tyne:
@Sean_Van_TyneEvent hashtags: #CXRevolution,
#LAUXSponsor hashtags: @CrossCampusLA@we_ideate (DIRECTV’s Digital
Innovation Lab)
San Van Tyne | @Sean_Van_Tyne
Sean Van Tyne is the co-author of The Customer Experience Revolution and the User Experience
Director at FICO
Book Signing
After the presentation
After Party Gathering
Bodega Wine Bar
814 Broadway, Santa Monica
Sponsor Announcements
Cross Campus | @CrossCampusLA
Thank you for providing the venue
D Lab | DIRECTV Digital Innovation Lab
Thank you for providing refreshments
O
TechJobsLA | @TechJobsLAFairFREE | Saturday, March 9th
Thank you for your sponsorshipI
Community Announcements
Companies hiring, upcoming events, etc.
www.cxrevolution.comSean Van Tyne
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The Customer Experience Revolution:
Ask, Watch and Listen
Sean Van Tyne
Los Angeles User ExperienceSanta Monica, CAFebruary 21, 2013
www.cxrevolution.comSean Van Tyne
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CX Defined by Experience MakersCustomer Experience (CX)All interactions people have with - or about - an
organization’s messages, people, products or services.
From potential customer to customer to advocate.
User Experience (UX)A person’s experience directly interacting with an
organization’s products or services. The proof point that promises made are true.
www.cxrevolution.comSean Van Tyne
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The Customer Experience Revolution 3DsThe best experience are purposely …
Determine what the experience should be
Develop the experience by engaging people, anticipating their needs
Deliver on all their promises
www.cxrevolution.comSean Van Tyne
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The Customer Experience Hierarchy
www.cxrevolution.comSean Van Tyne
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Ask, Watch, and Listen
www.cxrevolution.comSean Van Tyne
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The Betty Crocker Cake Mix Story
www.cxrevolution.comSean Van Tyne
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Do it Early, Do it Often Do it Early - or you will spend more time
and money in the later stages when it is harder and more time consuming to make course corrections, make the best trade-offs, or do rework.
Do it Often - and minimize guesswork by involving your customers all along the way.
www.cxrevolution.comSean Van Tyne
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Delighting Your Customers is not a Destination Market needs change, customers’ goals
change and technology changes.
…and when you get there, what it takes to delight them just got harder or changed
Constantly monitor and improve
www.cxrevolution.comSean Van Tyne
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Follow Your CustomersThe Quicken Story
www.cxrevolution.comSean Van Tyne
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The Skinit Story
In 2006, Skinit had five employees making personalized adhesive logos and other artwork for consumers to stick onto cell phones, laptops, digital cameras and other electronic gadgets.
www.cxrevolution.comSean Van Tyne
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Case Study: Skinit Customizer In 2007, the company was preparing to enhance it’s
previously successful Photo Uploader, a web-based application that allows consumers to upload their own photos and manipulate designs for their personal electronic devices.
The objective was to enhance the features of the new solution and provide an intuitive and flexible interface with a rich customer experience that increased conversion.
www.cxrevolution.comSean Van Tyne
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Determining the Experience:Profile Your Customers Developed profiles at the very beginning of the project
based on the demographics and psychographic – lifestyle – information
Skinit developed their profiles from website analytics, third-party information and customer interviews
Note: If you do not have the time or budget to purchase data to develop your profiles, you can interview customers and talk directly to them to create profiles.
www.cxrevolution.comSean Van Tyne
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Developing the Experience:Do it Early and Often First, we asked employees at Skinit that hadn't used the
photo up-loader.
Then we brought in friends and family who had never used it before that matched the profile
We moved from lower fidelity – paper prototypes - to higher fidelity – HTML prototypes.
Note: Soliciting employees was easier, faster, and cheaper than finding and bringing in people from outside.
www.cxrevolution.comSean Van Tyne
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Delivering the Experience:Results
By integrating knowledge of the customers goals and design best practice with business objectives, we deliver a solution that exceeded projected revenue estimates. Increased conversion by 350%.
www.cxrevolution.comSean Van Tyne
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CEO Endorsement“Increasing the conversion of our Customizer
application not only increased revenue it also enabled us to provide a more compelling customer experience which has driven significant interest in new and existing partner programs.”
– Paul Buss, CEO of Skinit.
www.cxrevolution.comSean Van Tyne
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Thank Youwww.SeanVanTyne.com
http://twitter.com/Sean_Van_Tyne
www.linkedin.com/in/seanvantyne
www.cxrevolution.com
