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How to use a UX Framework to improve conversionTommy De Kimpe - UX Expert
www.higroup.com
© 2016 Human Interface Group
CUSTOMER JOURNEY
1. Investigate the customer journey
“Online customers want to do everything themselves.
They don’t need us any more to do that”
A B
SERVICE BLUEPRINT
SERVICE BLUEPRINT
Inspiration: http://www.filipmuyllaert.be
?
Inspiration: http://www.filipmuyllaert.be
2. Go beyond data points
PRINTER
LABELS
David filters on price
DAVID, WHAT THE HELL??!!
Behind every data point, there’s a story
3. Bad things happen
PEAK-END RULE
WIN!PEAK-END RULE
TAKEAWAYSInvestigate the customer journeyVisualize every step of the processGo beyond data pointsListen to your customers’ storiesBad things happenConvert them into opportunities
De Regenboog 112800 Mechelen
Human Interface Group
@higroup
Human Interface Group
CONTACT US
FOLLOW US
www.higroup.comtommy.dekimpe@higroup.com
+32 (0)15 40 01 38
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