Triple Header Week

Triple Header Week
Mar 10th, 2013

This week has been a very crazy week for me. From being sick and a horrible cough that has stuck with me, to presenting at three different events, and also undertaking a massive home improvement project.  If you attended one of my talks at ConveyUX, SVC’s UX II Class, or Adobe CreateNOW Bash I just wanted to say thanks for spending the time to hear me talk.  As promised here are the three presentations online via SpeakerDeck. Feel free to ask me any questions you may have about these presentations.

Big Picture UX

(Presented at ConveyUX)

As the field of UX professionals matures and the disciplines of interaction design, information architecture, user research, user interface design, and usability evolve to support modern technology we need to start looking at the big picture of UX. We need to go back to the roots of what UX means and how we should approach UX challenges.

UX Career Progression: Finding a Niche & Building a Personal Brand

(Presented to SVC’s UX II Class, this is a brand new talk that I haven’t given before and am still refining)

There are many things you learn as a UX designer that come from classrooms, articles, or books. This series covers UX career progression from the perspective of what is not yet covered in a book. In this first presentation of the series I am going to talk about finding a niche in what you do within the field of UX and how to build a personal brand that can enable you to get the kinds of jobs and engagements you want as you grow you career.

The Cross-Channel Experience

(Presented at Adobe CreateNOW Bash)

No matter how many departments your organization has, to your customers, it’s all the same business. They expect a cohesive experience across all touch-points with your company, regardless of whether it’s related to advertising, customer service, social presence, or the actual product or service you provide. The satisfaction of your customers, and thereby the success of your organization, depends in no small part on your ability to create a cohesive and consistently high-quality cross-channel experience. Some examples of disjointed cross-channel experiences are:

  • The customer has to inform the customer service representative of what the website says about their own return policy.
  • The specifications of a product online does not match the actual product a customer goes to pick up in the retail store.
  • The experience of the mobile application is far superior to the experience of the standard web application or software application.
  • The customer has to make three different phone calls to get their account changed because the information is stored in three separate business units.

Applying consideration for the cross-channel experience is much easier said than done. It requires a significant level of coordination and collaboration between the stakeholders, to understand not just how to optimize their particular part of the service, but to maintain that optimal and consistent experience throughout. For example, the customer service department can do a great job of correcting a problem after the fact, but they can add greater value to the product or service as a whole by collaborating with sales and product teams to prevent the issue from arising in the first place. In this presentation, you will gain a better understanding of the different ways your customers might interact with your business. We will show how you can map out these touchpoints and help drive the creation of a cohesive experience across the various channels. We will show you how to navigate the political waters within your business to implement a true cross-channel design, which will build great experiences for your customers, regardless of how they are engaging with your business.

 


About the author

Nick Finck is a user experience professional who has dabbled in the web for over a decade. He specializes in information architecture, interaction design, usability and user research. Read more

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