Upgrade Your Mandate - From User Experience to Customer Experience

Peter Merholz (Adaptive Path)
Strategy & Business Models
Location: 2005 Level:
Average rating: ***..
(3.93, 29 ratings)

Your customers lead multi-channel lives. Yet our companies are typically organized by delivery channel, and the lack of coordination leads to customer frustration.

Many web professionals recognize the opportunity to provide a coherent customer experience, but don’t know how to go about delivering it. In this talk, Peter Merholz lays out a plan for delivering great experiences:

  • conduct meaningful and holistic customer research
  • communicate that research for maximum empathy
  • craft experience principles and vision that inspire
  • develop concepts and designs with a cross-functional team
  • build prototypes that explicitly embody the goal
  • (slowly) reorganize the business to successfully deliver this great new experience

Peter Merholz

Adaptive Path

Peter Merholz is a founding partner and president of Adaptive Path, an experience strategy and design firm. He has worked with a wide variety of clients from large multi-national companies to smaller, avant-garde firms and start-ups. Peter is an internationally recognized thought leader on user experience. He co-authored Subject To Change: Creating Great Products and Services for an Uncertain World, published by O’Reilly. Peter’s thought leadership is perhaps most dubiously demonstrated in his coining of the term “blog” in 1999 when it was a nascent genre.

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Shirley Bailes
05/13/2010 1:33am PDT

@SookIn, @Hillary – the slides are now posted. See above for the PDF.

SookIn Lee
05/11/2010 9:53pm PDT

Very helpful session to me. Hoping the slides will be online. Many Thanks!

Jennifer Winters
05/08/2010 9:49am PDT

Wonderful speaker and great session!

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Michael Boor
05/05/2010 10:41pm PDT

Great session.

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Hillary Hartley
05/05/2010 9:32am PDT

Best session so far. Hoping the slides will be online. Thanks!

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Jean Georges Perrin
05/05/2010 9:31am PDT

Very, very interesting… The best so far…

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