cuxpro@christianemoser.at

How can I support you with CX?

I support you with workshops and consulting, for example through user research, for a successful integration of CX management into your company. What matters most here is developing your current and future customer journey, clear CX goals, and ongoing evaluation.

Analysis

User research gives you a foundational understanding of your customers and your company.

Concept & Design

Customer-centered design helps you define and implement the Customer Journey Map along with your Customer Experience statements and goals.

Evaluation

Iterative user feedback ensures the success of your CX management.

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.

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 worth more than capital, as they guarantee the continued existence of your company. These customers buy more products throughout the Customer Life Cycle, are more receptive to cross- and up-selling offers (i.e., they are more price tolerant), and actively recommend your product.

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).

Christiane Moser
Dr. Christiane Moser
Customer & User Experience Professional

Want to learn more about CX?

Please send me an email, and we’ll set up an initial conversation. I’m also happy to come to you, run a training session with your team, and then support you with implementation and integration within your company.

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Client Feedback

Portrait of Robert Greisberger

Robert Greisberger Austria

CEO | Rail & Sea

Rail&Sea, specialized in rail logistics, is facing the challenge of digital transformation. Christiane supports us in developing our own Transport Management System, from conception through to detailed implementation. Her background in computer science and her specialization in UX design are extremely valuable to us. Without her know-how and dedication, our project would not be possible to realize.

Portrait of Jonathan Sivak

Jonathan Sivak Austria

VP Product – Product & Development | Metaloop

Christiane helped us take our product and user experience to the next level. She developed key features and supported us in establishing a more structured design process within our team and across the entire company. Through her coaching and mentoring as a UX expert, the product team was able to continuously improve and benefit from her knowledge. As a counterpart to the challenges in the metal recycling industry, we’re very glad to have her on board for our mission.

Client Feedback

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
  • Product Experience Canvas
  • 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.

CX Methods

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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
cuxpro@christianemoser.at +43 676 39 14 241