Upgrade Your Mandate - From User Experience to Customer Experience

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Peter Merholz (Adaptive Path)

3:40pm Wednesday, 05/05/2010

Strategy & Business Models
Location: 2005

Presentation: Upgrade Your Mandate - From User Experience to Customer Experience Presentation [PDF]

Your customers lead multi-channel lives. Yet our companies are typically organized by delivery channel, and the lack of coordination leads to customer frustration.

Many web professionals recognize the opportunity to provide a coherent customer experience, but don’t know how to go about delivering it. In this talk, Peter Merholz lays out a plan for delivering great experiences:

conduct meaningful and holistic customer research
communicate that research for maximum empathy
craft experience principles and vision that inspire
develop concepts and designs with a cross-functional team
build prototypes that explicitly embody the goal
(slowly) reorganize the business to successfully deliver this great new experience

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Peter Merholz

Adaptive Path

Peter Merholz is a founding partner and president of Adaptive Path, an experience strategy and design firm. He has worked with a wide variety of clients from large multi-national companies to smaller, avant-garde firms and start-ups. Peter is an internationally recognized thought leader on user experience. He co-authored Subject To Change: Creating Great Products and Services for an Uncertain World, published by O’Reilly. Peter’s thought leadership is perhaps most dubiously demonstrated in his coining of the term “blog” in 1999 when it was a nascent genre.