If you are traveling, you may use their website or mobile app to find your nearest Starbucks. Your cup always looks the same, your drink tastes almost identical from location to location, and you may use their Starbucks mobile app to preorder a drink for pick up, pay for it all and to earn loyalty points.
That is Experience Design.
We are talking about a 170% increase in what customers are willing to pay for a cup of coffee. That’s before we throw in the extra $1 or $2 to create our favorite Latte or Cappuccino drink. Most of us are actually paying around $3.75 for a small coffee.
Why would otherwise sane people pay three to four times what they have to? The answer is that they are paying for their customer experience, not just a cup of coffee. They are paying for the privilege of walking into the store, enjoying the aroma, being treated well by the Starbuck’s Baristas, walking around with the world famous Starbucks logo on their cup, and enjoying the craftsmanship of coffee created by experts just for them.
7 out of 10 customers are willing to pay more for companies who deliver an amazing customer experience.
When they are holding and enjoying that coffee, they are part of the brand community or ‘tribe’ that Starbucks has created around their products. They are not selling coffee anymore. Starbucks is in the business of selling a certain lifestyle, and coffee just happens to be their particular commodity.
The way that businesses used to operate was to come up with a product or a service and then try to have the best product or prices in that market. That was then. This is now. We are in the age of customer experience. We are an experience driven economy now.
Customers no longer look at the lowest cost vendor or the highest quality manufacturer. They actively search out businesses that have a good balance of price, product, a community around their brand and a well thought out and engaging experience design.
What Customers Care About Now
I guess he said it better than I ever could. Business owners are busy, they barely have the time that they need to run their businesses, let alone have a deep level of understanding about the inner workings of every person that their business works with.
I would say that 10% of my clients really want to understand the different types of design that are involved in creating their customer experience design. The other 90% simply want me to bring my expertise and skill set to their business and create a unique and addictive customer experience, which helps them to grow their brand, increase their revenue, and help their customers to choose their business over the competition.
Every Experience Designer has to understand the theory and application of each of these disciplines, and then really focus on what they are passionate about. I design everything from the vantage point of the customer, hence the name, Your Customer’s Shoes. I am well versed in all of the disciplines below, and hold a B.A. in Behavioral and Social Science, the study of what and why people do the things that they do.
I use elements from all ten of the design disciplines listed below when I conduct your research and when I create your customer experience design. All ten of these disciplines overlap at many points during your customer experience design journey. These disciplines work collaboratively to create, implement, test, and refine your entire Experience Design.
I have been a business owner myself for the last 15 years, so you are in good hands. I speak Entrepreneur. I understand what you need as a business owner, and I use my Customer Experience design skill set to make it easier for you to grow your brand, connect with your customers, and reduce any strain or stress on your business that we can.
I love introducing people to the world of Customer Experience Design, as it is the great passion of my life. I don’t do this because I am good at it. I do it because I am great at it and there is nothing in this world that I would rather do. If you are curious about the world of Experience Design, you may learn more about each of the different design disciplines listed below. If you are ready to get started on your Customer Experience Design, simply tap the check availability button below or tap here to learn more about me. I hope my explanation helped to clarify what I do and what Experience Design is. Thank you for spending a bit of time with me and welcome to a world of better experiences.
The 10 Disciplines Of Customer Experience Design
HUMAN CENTERED DESIGN ENGINEERING DESIGN (HCDE)
An example would be to understand how to design a stroller to make it easier to close with one hand while holding your baby. This would increase the value of the product to a customer who is trying to hold their baby, while closing the stroller with their free hand. This is a common problem for parents, so creating a working solution would give your company a competitive advantage over other strollers.
INDUSTRY INFLUENCER DESIGN (IID)
An example would be to have a high profile blogger or YouTuber review or recommend your business to their loyal followers.
BRAND POSITION DESIGN (BPD)
An example would be identifying your company’s specific competitive advantage over your competitors.
SERVICE DESIGN (SD)
Service Design deals with creating the overall flow of how a business operates. This would include specifying what employees deal with which functions of the business, what the protocol is for managing customer challenges, how products are packaged and shipped, how stores are laid out, etc.
An example would be how a grocery store is physically designed to maximize efficiency for the customer and employees.
ENVIRONMENTAL DESIGN (ED)
An example would be for a coffee company to encourage their customers to upcycle their coffee cans into something useful after it had been consumed.
EMPLOYEE EXPERIENCE DESIGN (EXD)
An example would be interviewing employees to understand their job challenges and suggestions for improvements within a specific department.
BRAND DESIGN (BD)
An example would be a logo.
USER EXPERIENCE DESIGN (UX) OR (UXD)
An example would be to build a plan for how the pages would be organized on a website.
WEBSITE DESIGN OR USER INTERFACE DESIGN (UI)
An example would be to build a website.
SOCIAL MEDIA DESIGN (SMD)
An example would be creating a YouTube video to demonstrate or promote a product.
EXPERIENCE DESIGN (XD)
Customer Experience Design deal with designing the overall emotional response that a customer will have to interacting with every touchpoint of the business. This includes how the customer should feel while using the business’ website, engaging with their social media channels and while shopping in their physical storefronts. It also includes considering how customers feel when they call the business, how motivated they are to join loyalty programs or refer customers to the business and so much more.
An example would be if a customer who received a broken product experienced joy and relief after calling the business to have it replaced.
Want More Details?
Want To Hire Me To Create Your Customer Experience?
Your entire customer experience design, including your website and social media channels take 3-4 weeks to create. I am usually booked at least three months in advance. Additionally, it usually takes Google one to two months to index your site so that it shows up in the search results on the first page. The sooner I begin work on your customer experience, the sooner Google can find your site and we can get you connected to your customers.