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lessons from the trenches Designing the Customer Experience

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Page 1: Designing the customer experience – lessons from the trenches

lessons from the trenches

Designing the

Customer

Experience

Page 2: Designing the customer experience – lessons from the trenches
Page 3: Designing the customer experience – lessons from the trenches
Page 4: Designing the customer experience – lessons from the trenches
Page 5: Designing the customer experience – lessons from the trenches

WWW

Page 6: Designing the customer experience – lessons from the trenches

1-800-#

Page 7: Designing the customer experience – lessons from the trenches

LESSON #1

Advertising

≠

Customer

Experience

Page 8: Designing the customer experience – lessons from the trenches
Page 9: Designing the customer experience – lessons from the trenches

LESSON #2

Everyone has an

impact on the

customer experience

Page 10: Designing the customer experience – lessons from the trenches

21-character URL

French word

gloves

smartphones

Page 11: Designing the customer experience – lessons from the trenches

LESSON #3.1

Usability testing –

just do it

Page 12: Designing the customer experience – lessons from the trenches
Page 13: Designing the customer experience – lessons from the trenches

LESSON #3.2

Usability testing

doesn’t need to be a

NASA mission

Page 14: Designing the customer experience – lessons from the trenches
Page 15: Designing the customer experience – lessons from the trenches
Page 16: Designing the customer experience – lessons from the trenches
Page 17: Designing the customer experience – lessons from the trenches

LESSON #4

You can’t do UX alone

Page 18: Designing the customer experience – lessons from the trenches

Hive mind FTW!

Page 19: Designing the customer experience – lessons from the trenches
Page 20: Designing the customer experience – lessons from the trenches

LESSON #5

UX is a long game

Page 21: Designing the customer experience – lessons from the trenches

andrea ong pietkiewicz

@andreaop_ux #ux #sketchnotes

THANK

YOU


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