Posts tagged ‘customer experience’

February 20, 2017

Millennials are going beyond the individualistic BabyBoomers

img_20170216_182627964I have been reading a lot about Millennials, this new breed stemming from the digital age.

Were these Millennials so much different?

I, as a GenX, could easily relate to what I was reading and did not realise the real gap until I had the opportunity to directly compare the ways of thinking, the value systems, attitudes, and mental models, of Millennials and Baby Boomers.

The opportunity came through some workshops I facilitated to explore how customers felt about brands and their experience as consumer and shopper.

I decided to run the workshop using Lego Serious Play, a facilitation method that asks participants to build metaphorical models with Lego bricks to answer specific challenges and questions.

The method is based on narratives and storytelling, and participants are the only one who hold the interpretative keys to decode the metaphors and stories kept in their model. After building their model to answer the question, participants share their stories and their models with everyone, explaining the meaning of their models and sharing their views and perspectives on the issues I was investigating.

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December 21, 2014

Co-Creation: Designing With the User, For the User

Cocreation brings together individuals

Cocreation brings together individuals

[Excerpt. The full article is available on UXBooth. Many thanks to Marli Mesibov]. 

“In the past decade, new technologies ranging from Twitter to customer service chat-windows have led to an increase in the quantity and quality of interactions between people and organizations. But listening to user feedback isn’t where the company-user interactions end. Today more than 50% of Fortune 500 companies have made co-creation an integral part of their innovation strategy, as Andrew Welch—Chief Executive Officer of Y&R reports.

Yet in user experience design, most organizations take a traditional approach to user research and design, using a researcher to act as a middle-man between users, designers, and business stakeholders. Users are consulted in the process, but not given creative control over solutions.

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July 19, 2014

Innovate through conversations

Reykjavik - © P. Bertini

The road to change – © P. Bertini

Markets are ever more conversations and the role of the user has dramatically changed in the past decade, shifting from  a passive unknown being, into active part of the conversation.

We live in convivial times where technology has enhanced new practices and new opportunities for organisations and users to talk, to understand their mutual points of view and share knowledge, meanings and values.

Nevertheless, there has been a divorce between users and organisations and much of those conversations are today limited to the final stage of product and service design. Rather than taking fully advantage of the potential of co-creation, and engage users in conversations and creative exercises, today users are involved only in the very final stage, when it comes to validate an idea that has been developed using traditional approaches.

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May 15, 2014

Co-creation: the power of conversations [3 of 4]

Prill's crowd sourcing campaign

Prill’s crowd sourcing campaign

Media & Co-creation

Looking into the media, we find a number of articles claiming that companies are applying co-creation; yet, looking closer would reveal that those initiatives are something slightly different.

Coca-cola is said to be using co-creation a lot, but as David Moth (2012) on e-consultancy writes: “When Coca-Cola’s ad agencies ran out of ideas for a marketing brief, the company decided to turn to an online community to crowdsource some ideas”. So, what Coca-cola did, was an open call for ideas, asking the community to share individual ideas from where the company can dig for future inspiration. Coca-cola had over 3.600 submissions.

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