The Company Perception vs The Customer Perception
Recently a real life problem with a broadband service illustrated perfectly the difference between company and customer perception of service recovery. We usually map this very visually for clients in a journey map showcasing both sets of perceptions, but here is the narrative. The company’s perception The customer called BT, a UK telecoms agency, about [...]
What customers need from a shopping trolley (not what engineers think they need)
Last week, I saw this video of a newly designed shopping trolley that uses Kinect to augment it, and think it is a great example of a design centred around perceived needs, as opposed to actual customer needs. Could you imagine using something similar? Could you imagine a supermarket, filled with these trolleys? Trolleys bumping [...]
When in-store technology fails at the first hurdle
At the new Westfield Stratford last week, I was excited to see an iPad discovery zone within the new Topman store. It consisted of four iPads, two on each side of a wooden table, with the words “Touch Screen to Start”. I touched the first iPad, ready to be amazed, and after a short delay [...]
Why Print Shops Need to Be Like Pit Stops
Consider, if you will, the Formula 1 pit stop. The pit stop is designed to support the Formula 1 driver in the most efficient way possible. The goal is to deal with whatever needs the driver has, at potentially very short notice, and get them out on the road again in the shortest amount of [...]
User Experience within the Customer Journey
Yesterday, I had an interesting day, where I got to see a number of small – but critical – parts of various peoples’ customer journeys that overlapped with mine. What was interesting was that each of the parts of the journey that caused stress and anxiety were parts that, when designing a journey from scratch, [...]
Using technology to help staff create magical customer experiences
When talking about how to use technology to improve the customer experience, we often think about the technology that the customer overtly interacts with – a touchscreen, for example, or an app. However, where it gets really interesting is when the technology is used in the background to create a little moment of magic that [...]
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