Because of its brevity, mobile technology forces us to create business scenarios where technology empowers rather than overpowers the customer experience. It removes the need for sales and marketing professionals to be tethered to the office, and provides a portal to every important, real time update needed to influence and move the customer experience toward that moment of genuine connection.
When starting a customer experience design project, Marketing, Strategy and IT professionals spend a ton of time working to get into the heads of customers — assessing and selecting tools for journey mapping, data analysis and user persona development. This work is hard, but intensely rewarding, and can lead you to design for the customer experience in ways you never would, had you only been looking inward.
MOBCON SPEAKER SPOTLIGHT: Insights before architecture. Selling before design. Before it all? Understanding your customer experience. Jen Swanson, Director of Digital Marketing for Children’s Hospitals and Clinics shares how an understanding of customer experience shaped the redesign of its website.