by Annette Franz | Sep 1, 2021 | customer experience, customer experience design, design thinking, personas, product design, Uncategorized
A few weeks ago, I wrote about Seth Godin’s concept of finding your Who, which is all about identifying who your products are for. The Who isn’t defined by demographics but by psychographics: their (customer) beliefs, their dreams, their desires. It’s a...
by Annette Franz | Mar 10, 2021 | customer experience, product design, product experience, teamwork, Uncategorized, user experience
I originally wrote today’s post for GetFeedback. It appeared on their site on July 19, 2020. Designing and delivering a cohesive end-to-end customer experience is important for brands to do. To make this happen, your entire organization must be integrated and aligned...
by Annette Franz | Mar 23, 2016 | customer experience, demand creation, innovation, product design
How do you identify, measure, and resolve pain points and difficulties that your customers experience when they are trying to do some job with your products? I’m a huge advocate of journey maps as a tool to help you walk in your customers’ shoes in order...
by Annette Franz | Jan 5, 2016 | customer experience, customer experience design, journey mapping, product design
Image courtesy of PixabayCan you use journey maps to develop a new product or service?A question similar to that was posed to me on Twitter several months ago after I published my post on The Most Import Rule of Journey Mapping.Specifically, the question Andreas...
by Annette Franz | Dec 17, 2015 | customer experience, customer experience design, outcomes, product design
Image courtesy of PixabayWhat happens when we really understand our customers’ desired outcomes or the jobs they are trying to do?Something pretty incredible happens!A few weeks ago, I wrote about Faster Horses… and Customer Outcomes and the importance of...
by Annette Franz | Jun 24, 2014 | customer experience, design thinking, product design
Image courtesy of PixabayDo customers know what they want or need?Let’s start with some definitions.According to Google, want means to have a desire to possess or do (something); wish for; lack or be short of something desirable or essential.To need something...
