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CUSTOMER EXPERIENCE AND THE 3 F’S Shane Morris User Experience Evangelist

Customer Experience and the 3 F's

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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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Page 1: Customer Experience and the 3 F's

CUSTOMER EXPERIENCE AND THE 3 F’SShane MorrisUser Experience Evangelist

Page 2: Customer Experience and the 3 F's

FunctionFormFashion

THE 3F’S

Page 3: Customer Experience and the 3 F'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

Page 4: Customer Experience and the 3 F's

NAME THIS WEBSITE

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QUICKBOOKS VS XERO

http://blog.xero.com/2008/12/bank-reconciliation/

Page 7: Customer Experience and the 3 F's

QUICKBOOKS VS XERO

http://blog.xero.com/2008/12/bank-reconciliation/

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3 PHASES IN PRODUCT DEVELOPMENT

•Fun

ctio

nalit

y

•Usa

bilit

y

•Des

irabi

lity

Page 9: Customer Experience and the 3 F's

•Fun

ctio

nalit

y

3 PHASES IN PRODUCT DEVELOPMENT

•Usa

bilit

y

•Des

irabi

lity

Page 10: Customer Experience and the 3 F's

3 PHASES IN PRODUCT DEVELOPMENT

Functionality

Usability

Desirability

Page 11: Customer Experience and the 3 F's

THE PRODUCT IS YOUR BRAND

Online Banking

Paper Collateral

Mass Media

Page 12: Customer Experience and the 3 F's

THE PRODUCT IS YOUR BRAND

Online

Banking

Paper CollateralMass Media

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BRAND IS A COMBINATION OF EXPERIENCES

Across multiple touch points

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OnlineOn-device

On-bus

On-paperOn-phone

In-branch

Over-Twitter

THE 'FOLLOW ME' EXPERIENCE

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WHAT OF USABILITY?

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FunctionFormFashion

THE 3F’S

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THANK YOUShane [email protected]/shanemo

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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

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Remix AustraliaSydneyJune 11