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Kevin Farnham,Patrick Newbery

Experience Design

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  • mail22801has quoted7 years ago
    How do we know if a customer is satisfied
  • mail22801has quoted7 years ago
    How often is a customer likely to use a product or service?
    How much effort is needed from the initiation of use to realization of value for any use context
  • mail22801has quoted7 years ago
    Figure 6.3 illustrates how a product feature set that was originally designed for a specific kind of use case (customer need, situation, context of use) can evolve beyond enhanced features for that use case (incremental innovation) into the value of services that use the device as a delivery channel and enhance the value of the device. As more services are added, the product increases in value, whereas product-level feature enhancement may no longer provide enough value for the customer
  • mail22801has quoted7 years ago
    When do customers usually stop buying and why
  • mail22801has quoted7 years ago
    Are channels integrated across customer journeys
  • mail22801has quoted7 years ago
    Does the customer know how to buy
  • mail22801has quoted7 years ago
    Solving Problems or Issues
    How will the customer know that a problem is solvable?
    How will the customer get support?
    What information will the customer need?
    What is the process, and how long is it likely to take
  • mail22801has quoted7 years ago
    What products and services are available
  • mail22801has quoted7 years ago
    Locations: List where the activity takes place, for example, home or office. Consider what changes when a location changes. How many locations are truly needed to complete a given task
  • mail22801has quoted7 years ago
    Figure 7.2 Customer Needs
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