CUXpro | Dipl.-Ing. Dr. Moser Christiane
How can I support you with CX?
I would like to support you with workshops and consultancy (i.e., user research) around the topic of CX Management for a successful integration of CX in your company. Important is the elaboration of the actual and future customer journey map, CX statements & goals, as well as the evaluation.
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Analysis User Research enables gathering a deep understanding about your customers and your company.
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Concept & Design Customer-centerd Design helps defining customer journey maps, CX statements and goals.
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Evaluation Iterative customer feedback ensure the success of your CX management.
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What is Customer Experience (CX)?
Customer Experience (CX) addresses all your customer's experiences, e.g., while interacting with your company, your process and offers with regards to the perceived quality. A good Customer Relationship is nowadays a must-have and an essential part of good CX Management. Therefore, it is important to properly consider, plan and execute the CX Journey of your customers.
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Why is CX a success factor?
Not one customer is like another, as everyone has different needs, wishes, expectations and experiences. Only if you know your customers, you can develop and provide individual and promising products and offers. This can result in a positive attachment to your company. Loyal customers are more worth than own capital, as they are the guarantor for existence of your company. These customers buy more products throughout the Customer Life Cycles, are more affine for cross and up-selling offers (i.e., they are more price tolerant), and actively recommend your product.
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What is UX Management?
CX Management is a holistic approach, in order to perfect the dialog with your customers and place them in the center of your interest. This is nowadays more important than ever, as customers are very well informed (e.g., through the mobile phones) about the prices of your competitor or similar products. Thanks to social media and rating websites your customers know all your faux-pas and success stories, which strongly influences their buying behaviour.
Similarly, the classical customer touch points from earlier years (e.g., classic advertising with ads, TV and radio spots, or posters, as well as the telephone, personal and written communication) have dramatically changed. Nowadays, the touchpoints are more diverse and everywhere your customer spends time, i.e., in a steady exchange between the real and digital world. Important to know is that every single interaction with your product and company affects the experiences of your customers (i.e., consciously or unconsciously, actively driven or not).
Dr. Christiane Moser
Customer & User Experience Professional
You would like to know more about CX?
Please send me an email and we make an appointment for a free consultation. I would love to come to your company and make a training with your employees and support you during the implementation and integration in your company.
My Method Portfolio
Analysis
research & understand
The goal is to 1) identify the people who will use the product (i.e., the users), 2) what they will use it for (i.e., the tasks), and 3) under what conditions they will use it (i.e., the context).
CX Methods
- User Workshops
- Interviews / Questionnaires
- Contextual Inquiry
- Ethnography
- Competitor Analysis
- Value Chain Analysis
- Customer Support Data Analysis
- Customer Journey Map
- Customer Lifecycle
Concept
empathize & define
The goal is to define 1) the goal & problem statement, 2) the users (i.e., personas), 3) user flows, and 4) the minimum viable product (MVP), as well as derive requirements.
CX Methods
- Problem / Goal Definition
- Customer Experience Map
- Customer Experience Statements / Goals
- (Proto) Personas
- Ideation
- Minimum Viable Support Product
Design
style & ideate
The goal is to define 1) task flows, 2) wireframes, 3) design language, and 4) mockups.
CX Methods
- Card Sorting
- Storyboarding
- Co-Design
- Service Flows
- Design Documentation / Language
Prototyping
try & change
The goal is 1) to create testable prototypes and 2) to finalize the design language and mockups.
Implementation
make & share
The goal is to define 1) best practices, 2) heuristics, and 3) to document development decisions.
CX Methods
- Design Patterns / Heuristics
- Design Documentation / Language
Evaluation
test & finalize
The goal is to enable 1) early user feedback and 2) an iterative product development which saves time and money.
CX Methods
- Workshops
- Preference Test
- Five Second Test
- Expert Studies
- (Remote) User Studies
