CUSTOMER EXPERIENCE AND THE 3 F’SShane MorrisUser Experience Evangelist

FunctionFormFashion

THE 3F’S

Allows me to publish information about my interests and aspirationsAllows me to keep up to date with the lives of my friends an colleaguesAllows me to keep my friends and colleagues up to date with what I am up toAllows me to meet new people of interest to me

NAME THIS WEBSITE

NAME THIS WEBSITE

QUICKBOOKS VS XERO

http://blog.xero.com/2008/12/bank-reconciliation/

QUICKBOOKS VS XERO

http://blog.xero.com/2008/12/bank-reconciliation/

3 PHASES IN PRODUCT DEVELOPMENT

•Fun

ctio

nalit

y

•Usa

bilit

y

•Des

irabi

lity

•Fun

ctio

nalit

y

3 PHASES IN PRODUCT DEVELOPMENT

•Usa

bilit

y

•Des

irabi

lity

3 PHASES IN PRODUCT DEVELOPMENT

Functionality

Usability

Desirability

THE PRODUCT IS YOUR BRAND

Online Banking

Paper Collateral

Mass Media

THE PRODUCT IS YOUR BRAND

Online

Banking

Paper CollateralMass Media

BRAND IS A COMBINATION OF EXPERIENCES

Across multiple touch points

OnlineOn-device

On-bus

On-paperOn-phone

In-branch

Over-Twitter

THE 'FOLLOW ME' EXPERIENCE

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WHAT OF USABILITY?

FunctionFormFashion

THE 3F’S

THANK YOUShane Morrisshanemo@microsoft.comblogs.msdn.com/shanemo

CREDITS

Patrizia Bordignon www.sxc.hu/profile/khaane

www.sxc.hu/profile/straymuse

www.sxc.hu/profile/cofax

nike.com

lego.com

lonelyplanet.com

Shane Morrisshanemo@microsoft.comblogs.msdn.com/shanemo

www.sxc.hu/profile/jazza

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Remix AustraliaSydneyJune 11