T H E I M P O RTA N C E O F C R O S S C H A N N E L

E X P E R I E N C E SDANNY BLUESTONE, APRIL 2015

1. I N T R O D U C T I O N 2. W H Y I S T H E C R O S S C H A N N E L E X P E R I E N C E I M P O R TA N T 3. W H AT P R I N C I P L E S S H O U L D W E C O N S I D E R ? 4. H O W T O D E L I V E R C R O S S - C H A N N E L E X P E R I E N C E S 5. W H E N A N D W H E R E C A N I T B E A P P L I E D 6. S U M M A R Y

I N T R O D U C T I O N

W H Y I S T H E C R O S S C H A N N E L E X P E R I E N C E S S O I M P O R TA N T ?

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T H E U S E R I S AT T H E N U C L E U S O F D I G I TA L , P R O D U C T A N D M A R K E T I N G

I o T I S T H E P R E C U R S O R O F C R O S S C H A N N E L

IMAGE:

Image:https://www.youtube.com/watch?v=NMacTuHPWFI

B R A N D L O YA LT Y I S A M P L I F I E D

M U LT I P L E C H A N N E L S H E L P T O C R E AT E A D D I C T I V E B E H AV I O U R S

P O R TA L S A N D S Y S T E M S M A K E C R O S S -C H A N N E L E X P E R I E N C E S P O S S I B L E

E X P E C TAT I O N S E N G A G E M E N T

S E C U R I T Y O P P O R T U N I T I E S

W H Y A R E C R O S S - C H A N N E L E X P E R I E N C E S S O I M P O R TA N T ?

C U S T O M E R S W A N T E N G A G E M E N T

B R A N D S W A N T L O YA LT Y

VA L U E

=http://www.1emulation.com/forums/topic/34786-opinion-oculus-ridiculous-my-take-on-the-oculus-rift/

D O N ’ T G E T L E F T B E H I N D

G U I D I N G P R I N C I P L E S

H T T P : / / A L LT H I N G S D . C O M / 2 0 1 3 0 5 2 9 / T O M O R R O W L A N D - T O D A Y- D I S N E Y- M A G I C B A N D - U N L O C K S - N E W - G U E S T- E X P E R I E N C E - F O R - PA R K - G O E R S /

Image: http://www.telegraph.co.uk/culture/disney/10381103/Disney-celebrates-90th-birthday.html

T H E W O R L D S F I R S T O F F I C I A L ‘ E X P E R I E N C E ’ D E S I G N E R

C H A N N E L A N D T O U C H - P O I N T

AVA I L A B I L I T Y

P R I N C I P L E 1 / 4

H T T P : / / A L LT H I N G S D . C O M / 2 0 1 3 0 5 2 9 / T O M O R R O W L A N D - T O D A Y- D I S N E Y- M A G I C B A N D - U N L O C K S - N E W - G U E S T- E X P E R I E N C E - F O R - PA R K - G O E R S /

Image: http://www.wired.com/2015/03/disney-magicband/

I N N O VAT E N E W U S E C A S E S O F AVA I L A B L E T O U C H P O I N T S A N D C H A N N E L S

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S U R P R I S E A N D D E L I G H T C U S T O M E R S W I T H C R O S S - C H A N N E L E X P E R I E N C E S

http://www.wordstream.com/blog/ws/2011/10/12/online-marketing-and-technology-news

I N N O VAT I O N I N C U S T O M E R E X P E R I E N C E C A N O N LY S T E M F R O M T H E B R A N D S T R AT E G Y

“DESIGN DRIVES INNOVATION; INNOVATION POWERS BRAND; BRAND BUILDS LOYALTY; AND LOYALTY SUSTAINS PROFITS.”

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MARTY NUMEIER, THE DESIGNFUL COMPANY

I N T E L L I G E N T P E R S O N A L I S AT I O N S H O U L D B E AVA I L A B L E B A S E D O N U S E R L O G I N

I S AVA I L A B I L I T Y E N O U G H T O E N G A G E C U S T O M E R S A C R O S S C H A N N E L S ?

P R O V I D E T H E R I G H T C O N T E N T B A S E D O N I N S I G H T S A N D D ATA

T H R O U G H O U T T H E T O N E O F V O I C E , I N T E R FA C E S A N D S T Y L E

C O N S I S T E N C Y

P R I N C I P L E 2 / 4

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A N U N M I S TA K E A B L E E X P E R I E N C E E V E N W H E N R E C Y C L I N G C AT R I D G E S !

Image: http://www.marketingfacts.nl/berichten/waarom-george-clooney-verkoopt-en-vierkante-activia-intenser-smaakt

Image: http://www.marketingfacts.nl/berichten/waarom-george-clooney-verkoopt-en-vierkante-activia-intenser-smaakt

L O O K O U T F O R I N C O N S I S T E N T I N T E R A C T I O N S A N D V I S U A L S T Y L E S A C R O S S C H A N N E L S

L E V E R A G I N G E A C H C H A N N E L S A D VA N TA G E S T O E N H A N C E T H E E X P R I E N C E

C O N T E X T O P T I M I S E D

P R I N C I P L E 3 / 4

Image: http://m.fastcompany.com/3039308/mobile-orders-will-make-starbucks-coffee-more-addictive-than-ever

U S E D I G I TA L C H A N N E L S T O R E D U C E F R I C T I O N I N T H E P H Y S I C A L W O R L D

M O V I N G F R O M C H A N N E L T O C H A N N E L

S E A M L E S S

P R I N C I P L E 4 / 4

I F A U S E R S T O P S A N A C T I V I T Y, H E L P T O L E A D T H E M B A C K T O W H E R E T H E Y W E R E

W R A P P I N G U P…

“UX WITHOUT USER RESEARCH IS NOT UX”

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JAKOB NIELSEN PHD, USEIT.COM

C O N C L U S I O N 1. E N S U R E AVA I L A B I L I T Y A N D S E A M L E S S E X P E R I E N C E S 2. P R O V O K E E M O T I O N S B U T B E C O N S I S T E N T 3. O P T I M I S E F O R U S A G E A C R O S S C O N T E X T 4. D E S I G N I N G S C A L A B L E S Y S T E M S A N D B R A N D S 5. P U T T H E U S E R AT T H E H E A R T O F T H E E X P E R I E N C E

T H A N K Y O U !@ C Y B E R D U C K _ U K @ D A N N Y _ B L U E S T O N E

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