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My slides from the AIMIA Customer Experience session in Sydney on 24 April 2009. Thanks for all the possitive comments!
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CUSTOMER EXPERIENCE AND THE 3 F’SShane MorrisUser Experience Evangelist
FunctionFormFashion
THE 3F’S
Allows me to publish information about my interests and aspirationsAllows me to keep up to date with the lives of my friends an colleaguesAllows me to keep my friends and colleagues up to date with what I am up toAllows me to meet new people of interest to me
NAME THIS WEBSITE
NAME THIS WEBSITE
QUICKBOOKS VS XERO
http://blog.xero.com/2008/12/bank-reconciliation/
QUICKBOOKS VS XERO
http://blog.xero.com/2008/12/bank-reconciliation/
3 PHASES IN PRODUCT DEVELOPMENT
•Fun
ctio
nalit
y
•Usa
bilit
y
•Des
irabi
lity
•Fun
ctio
nalit
y
3 PHASES IN PRODUCT DEVELOPMENT
•Usa
bilit
y
•Des
irabi
lity
3 PHASES IN PRODUCT DEVELOPMENT
Functionality
Usability
Desirability
THE PRODUCT IS YOUR BRAND
Online Banking
Paper Collateral
Mass Media
THE PRODUCT IS YOUR BRAND
Online
Banking
Paper CollateralMass Media
BRAND IS A COMBINATION OF EXPERIENCES
Across multiple touch points
OnlineOn-device
On-bus
On-paperOn-phone
In-branch
Over-Twitter
THE 'FOLLOW ME' EXPERIENCE
14
WHAT OF USABILITY?
FunctionFormFashion
THE 3F’S
THANK YOUShane [email protected]/shanemo
CREDITS
Patrizia Bordignon www.sxc.hu/profile/khaane
www.sxc.hu/profile/straymuse
www.sxc.hu/profile/cofax
nike.com
lego.com
lonelyplanet.com
Shane [email protected]/shanemo
www.sxc.hu/profile/jazza
20
Remix AustraliaSydneyJune 11