Date post: | 28-Oct-2014 |
Category: |
Business |
Upload: | patrick-carmody |
View: | 643 times |
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THE 7 TRAITS OF UX LED
BUSINESSES
1. They clearly define and communicate the higher level purpose of the company.
‘We wanted to create joy for our people and our customers’- Chip Conley, ex-CEO of Joie de Vivre Hotels
Chip Conley, Founder of Joie De Vivre Hotels & fest300.com
2. They identify, challenge and constantly revisit the PURCHASE DRIVERS in their industry/product category.
e.g. freshness in bakeries, wait times in banking
3. They clearly define, articulate, physically draw, digitise, share and constantly revisit a map of the ideal customer experience.
4. They have a leadership team that understands the vision for the experience and are willing to put the the customer’s experience ahead of other need sets*
*generally these red herrings are short term commercial pressures or organisational efficiency issues
5. They build systems that support the defined experience and it’s composite experiential ‘slices’.
6. They have team members who are clear about which part of the experience they own, and who consciously put this above politics, personalities and power struggles.
7. They keep iterating the slices towards a better experience.
When people that work in any position of leadership in a company :
Are aware of their roles as experience designers;
Are able to weave a specific ethos into these experiences…
The result is deep competitive advantage.
uxfoundry.co.za