UX Design Short Guide: It is not all about the users

slide to unlock
Engagement
Plan
Brought to you by Liljedal & Ivmark
UX IT’S NOT ALL
ABOUT THE USER
Engagement
Plan
Hi! I’m
@andersliljedal
Engagement
Plan
Hi!
I’m Ali
Engagement
Plan
UX
IT’S NOT ALL
ABOUT THE
USER
© Creuna 2011
Engagement
Plan
Engagement
Plan
BUILDING FLUID
CUSTOMER
EXPERIENCES THEY
CAN EMBRACE,
INFLUENCE AND
RECOMMEND

6
© Creuna 2011
Engagement
Plan
Engagement
Plan
AND DEVELOPING
PROGRESSIVE AND
RESPONSIVE
BUSINESS PLANS
7
Engagement
Plan
Engagement
Plan
WHAT IS
CX?
Engagement
Plan
CX
IT’S MORE THAN SIMPLY
A CUSTOMER’S SINGLE
BRAND EXPERIENCE
OVER TIME
Engagement
Plan
CX
IT’S MORE THAN THE
SUM OF ALL THEIR
EXPERIENCES COMBINED

ACROSS A SINGLE BRAND
Engagement
Plan
CX
IT IS IN FACT THE BASIS
FOR BUILDING YOUR
BUSINESS IN A MORE
RELEVANT, RESPONSIVE
AND COMPETITIVE WAY
Engagement
Plan
Engagement
Plan
EVOLVING THE
CUSTOMER
EXPERIENCE IS
FUNDAMENTAL
TO BUSINESS
DEVELOPMENT
© Creuna 2011
Engagement
Plan
Engagement
Plan
15
ADOPTION
ADVOCACY
LOYALTY
AWARENESS
ENGAGEMENT PLAN

© Creuna 2011
Engagement
Plan
Engagement
Plan
16
ENGAGEMENT PLAN
ADOPTION
ADVOCACY
LOYALTY
AWARENESS
© Creuna 2011
Engagement
Plan
Engagement
Plan
17
ADOPTION
© Creuna 2011
Engagement
Plan
Engagement
Plan
18
ADOPTION
DEVELOP IN A
MANNER THAT IS
RELEVANT AND
ACCESSIBLE
Make it

easy and
compelling
to adopt!
© Creuna 2011
Engagement
Plan
Engagement
Plan
19
ADVOCACY
INTEGRATE KEY
MARKETING
OPPORTUNITIES
INTO THE PRODUCT
Make it
easy to
spread the
word!
© Creuna 2011
Engagement
Plan
Engagement
Plan
20
LOYALTY
BUILD IN CUSTOMER
INCENTIVES, DEALS
AND REWARDS
Give
them

something
to rave
about!
© Creuna 2011
Engagement
Plan
Engagement
Plan
21
AWARENESS
USE YOUR EXISTING
CUSTOMERS TO
RECRUIT NEW ONES
Praise
them like
you would
want praise
in return!
© Creuna 2011
Engagement
Plan
Engagement
Plan
22
ADOPTION
ADVOCACY
LOYALTY
AWARENESS
BAKE IT IN! SYNCHRONIZE YOUR
ACTIVITIES WITH YOUR SERVICES

© Creuna 2011
Engagement
Plan
Engagement
Plan
23
ADOPTION
ADVOCACY
LOYALTY
AWARENESS
LISTEN TO YOUR CUSTOMERS,
THEY’RE YOUR GREATEST ASSET
© Creuna 2011
Engagement
Plan
Engagement
Plan
TRACK, MONITOR
AND MEASURE
ALONG THE WAY
24
© Creuna 2011
Engagement
Plan
Engagement
Plan
TO INCREASE
CUSTOMER AND
BUSINESS VALUE
25