CX Design Drivers

Customer Experience heuristics

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CXDesignDrivers|HumanExperiences

cost-effec9ve produc9ve ease respected empowered

profitable efficient comfortable liked skillful

wealthy faultless entertained trusted confident

accountable 9me-saving stressless involved innova9ve

frugal effortless painless informed crea9ve

… … … … …

Business Pragma-c Hedonic Social Self-esteem

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feelingbeingCustomer:“Ivalue .”

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CXDesignDrivers|Rela9onshipExperience

credible commiKed therightsize

Customer:“Ithelpsifyouare .”

trust respect understand

Customer:“FirstIneedto you.”

bond arealike complementeachother

Customer:“Ithelpsifwe .”

CXDesignDrivers|ServiceExperience

produc9ve knowledgeable informa9ve interested passionate

efficient skillful responsive honest energe9c

fast crea9ve correct respecOul unique

proac9ve capable open available determined

prompt user-centric logical present convincing

faultless customer-centric consistent helpful genuine

… … … … …

Performance Competence Communica-on Sociable Charisma-c

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Customer:“Whenweinteractbe .”

CXDesignDrivers|ProductExperience

useful usable sustainablefaultless logical maintailableflexible informa9ve installablereilable aesthe9c long-las9ng

controllable fool-proof recyclable… … …

Asatool Userinterface Life-cycle

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Customer:“Iexpectyourproductstobe .”

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CXDesignDrivers|Rela9onshipExperiencepart2

recommend beloyalto besa9sfiedwith

Customer:“OnlynowIwantto you.”

CXDesignDrivers|Tips

CONCEPTDEVELOPMENT

•  Thedesignteamcanpriori:zeCXDriversandusethemtoclarifytheproductconcept

REQUIREMENTSPECIFICATION

•  Definemorespecific–orevenmeasurable-requirementsundereachCXDriver

QUALITYEVALUATION

•  Usetoevaluatethecustomerexperience,e.g.givingasa:sfac:onscorebetween1-5

SALESARGUMENTS

•  Whatistheproductstorywewanttodelivertothecustomers?

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Thank You!

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