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...
by Annette Franz | Sep 21, 2012 | collaboration, customer experience, employee experience, habits, product design
Earlier this week, I wrote the first part of this two-part series that covers my take on Dr. Stephen Covey’s 8 Habits and how they can be applied to the customer experience discipline. I covered the first four habits in that post; today I’ll start with...
by Annette Franz | Aug 16, 2012 | customer experience, feedback, product design, voice of customer
Have you ever heard of the Bridge to Nowhere? I think most of us have; if you haven’t, you will momentarily. I recently discovered the Button to Nowhere. Have you ever had this happen while using a software platform or a mobile app: You click on a button that...
