The experience of emotions and the impact into the company
From lat. experience.
For Thinkers Co., Customer Experience (CX) is defined as the management of our clients’ experiences, the management of their emotions. What we observe is that many times the lack of understanding and resistance to change makes it difficult to design a framework that not only looks at the present, but also at the future.
The CX is a matter the entire organization and that is why it must be taken into account in the strategic axes, in the quick wins and in the results in the medium and long term with the aim of giving sustainability. This is so. Clients will live a differential experience if the culture of the organization is centered on the client, if the CX is part of the DNA of the organization.
When you study consumer behavior and design the Customer Journey Map , it is important to understand the real expectations, needs and pain points of the client. Well, the analysis of the impact that the decisions and actions they have on the client is essential to understand the context of the experience.
Experience as an emotion and attachment to a brand.
The client is more than a person who intervenes in our transactional exchange.They depend on a complex context, with an identity and a history that is constantly connected in the presence of companies and brands. Therefore, social knowledge is essential in the design of experiences.
Why? Because people-centered design is humanistic. To applied this there are several qualitative and quantitative methodologies. One o them is the Design Thinking methodology, which solves design challenges by combining divergent and convergent thinking. A tension of ways of thinking to design experiences.
How do we do it? First, we must ask ourselves how our company works before we want to create an impact on CX . Ideally, people-centered companies foster a creative and learning environment through constructive feedback. As well as the integration of multidisciplinary teams. This enriches the 360º study of the consumer, so important in the development of experiences. However, we will end up seeing our clients do not know what they want … They have a point of irrationality.
Nor should we forget that:
The entire organization has to have the full conviction that the focus should be on the client, so they make sure everyone goes in the same direction. The fact that they measure the actions and have information from different departments, will facilitate the implementation of Customer Experience design projects.
Published at 24/05/2018
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Design Thinking
It is a method for generating innovative ideas that focuses its effectiveness on understanding and providing solutions to the real needs of users. It comes from the way product designers work. Hence its name, which literally translates as "Design Thinking", although we prefer to translate it as "The way designers think". It is, in short, a change of perspective from designing FOR people to designing WITH people.
Lean Startup
It is a working method that aims to increase the chances of success when a project comes out of the paper and begins to be realized, eliminating everything useless and inadequate. The idea is to adapt the product to what the market demands and not to our own vision, which is the best way to launch something new. To do this, we must focus on the customer's needs, relying on their feedback to modify the product until the final version is developed.
Agile UX
It is a set of methodologies for developing projects that require speed and flexibility to adapt to changing industry or market conditions, leveraging those changes to provide a competitive advantage. The main characteristic of the principles and values underlying agile methodologies is to be able to deliver quickly and continuously. In other words, the project is "sliced" into small chunks to be completed and delivered in a few weeks. In this way, if a change is needed, it is made only in the part involved and in a short period of time.
