Tag: design

Forbes: Essere ‘Tolleranti’ agli errori dei Clienti. I casi Apple e Mercedes di Customer Experience Designer Strategy

su da Gian Carlo Mocciin Customer Experience, Digital, Design, UXLascia un commento

AICEX: Il difficile è rendere le cose semplici e quando un Cliente commette degli errori è spesso a causa dell’Azienda. Se fosse tutto “a prova di bambino” forse non sbaglierebbero.

Micah Solomon ,CONTRIBUTOR – I write on customer service, customer experience and corporate culture
Opinions expressed by Forbes Contributors are their own.

I’m sure you’re a tolerant person, but what about your business? As a customer experience designer, the strategy of “error-tolerant design” (for example, the Apple “lightning” connectors that literally don’t have a “wrong way” to plug in) and the related concept of “behavior-shaping constraints” (e.g., a car transmission that needs to be in ‘‘Park’’ before the key can be removed, or that needs to be in park or neutral for the ignition to kick in), are powerful concepts I want to share with you today.

Continua a leggere “Forbes: Essere ‘Tolleranti’ agli errori dei Clienti. I casi Apple e Mercedes di Customer Experience Designer Strategy” →

Cosa ho imparato dalla biografia di Jonathan Ive, la “mente” dei prodotti Apple

su da Gian Carlo Mocciin Customer Experience, Customer Journey, Digital, Design, UXLascia un commento

AICEX: Se Apple è quella che è molto lo si deve anche a lui.

SOURCE: http://bradgoods.com/2014/08/28/what-i-learnt-from-reading-the-jony-ive-bio/

What I learnt from reading the Jony Ive Bio

I just finished a great biography by Leander Kahney on Jonathan Ive the brilliant mind behind the product design of groundbreaking apple products like the iMac, iPhone, iPod and iPad.

It’s an excellent view into both the way Jony Ive thinks about design, and user experience, and how Apple adopted his methods, and built a team culture and leadership art centered around it.

Continua a leggere “Cosa ho imparato dalla biografia di Jonathan Ive, la “mente” dei prodotti Apple” →

Volete salvarvi dai problemi di design?

su da Gian Carlo Mocciin Digital, Design, UXLascia un commento

design

Nota AICEX: torniamo a parlare di user experience e di design legato alla UX. Poniamoci le giuste domande per creare un design perfetto –
I believe that the difference between a good and a poor UX designer is that a good UX designer finds out all the questions a user has and answers them well in his design. A poor UX designer creates a design that actually raises more questions than it solves. Let me explain a method I use to get to the good questions.
Continua a leggere “Volete salvarvi dai problemi di design?” →

Il buon senso aiuta nella Customer Experience ?

su da Gian Carlo Mocciin Customer Journey, Customer Neuroscience, Digital, Design, UXLascia un commento
Apparently it’s been around for a while; the dictionary says so…
AICEX: Il Buon senso è fortemente legato alla Usability e alla Semplicità, elementi essenziali per una vincente Customer Journey. Dovremmo tutti provare  a riscoprirlo – 
I find myself using the phrase “common sense” more and more every day… to describe the basic tenets of customer experience and employee experience… but also to describe humanity in general. Unfortunately, as I do this, I actually question it more than I praise its use.
What happened to common sense? Did stupidity really take over? Did we forget about manners? Did we really all forget what we were taught as kids? Were we not taught these things as kids? Can common sense be taught? Or are we born with it? (I don’t think we were, but according to the definition in the dictionary – see image above – it’s a “normal native intelligence.”) Are there exercises to teach or to strengthen common sense?

Why do we have to post signs like this one? Why do we have to remind brands to do the right thing? Why do we need to tell companies to treat their employees right? Why do we have to explain that customer experience is important to the bottom line? Why do we have to remind companies not to tweet during tragedies and to not use those tragedies opportunistically? Why do we have to remind customer service reps that their job is to help people?

Continua a leggere “Il buon senso aiuta nella Customer Experience ?” →