Improve the

user
experience

Question # 1
How can you help users
try out new products?

Pop up stores use

temporary spaces in cities to
give customers a sense of
something unexpected.

http://www.globaltoynews.com/2016/04/pop-up-stores-the-new-face-of-retail.html
http://www.mckinseyonmarketingandsales.com/the-future-of-the-shopping-mall

Transparency of prices and fees

account for 15% of overall customer satisfaction.

http://www.mckinsey.com/business-functions/digital-mckinsey/our-insights/the-four-pillars-of-distinctive-customer-journeys

http://www.tramontina.com/ involve users to test drive

lawnmowers in So Paulo parks.

http://www.fastcocreate.com/3060407/quick-hit/brazilian-lawnmower-brand-used-test-drives-to-clean-up-city-parks

Predictive retail involves inspiring consumers in different contexts

before, during, and after a purchase.
Example
When a pair of running shoes has a chip in the sole that sends
information to a fitness app, a user can get a notification
when his or her running shoes are worn down after x km.
https://hbr.org/2016/11/how-predictive-ai-will-change-shopping

Question # 2
How can you help people
create something new?

Example

https://99designs.com/

Example

http://agilityhackathon.com/

Active participation

Hackathons
The
past

The
future

Passive entertainment

In many cases, customers have done research before setting

foot in a store.
By equipping store associates with that data, along with
information about how frequently a customer visits the store,
what they purchased on their last trip, and their typical spend,
they can build deeper, more effective relationships
and create more value for users.
https://dupress.deloitte.com/dup-us-en/focus/internet-of-things/iot-retail-strategies.html

Question # 3
How can you help users
save time?

Lower football field so the ball does not run away

In parking lots, sensors detect how many parking

spots are available and inform drivers.

http://www.mckinseyonmarketingandsales.com/the-future-of-the-shopping-mall

https://www.pddnet.com/news/2015/12/camera-system-guides-drivers-open-parking-spaces-crowded-lots

Question # 4
How can users help out
get things done?

https://www.fixmystreet.com/report/842781

https://www.giffgaff.com/ invites users to

help out do different kinds of work such as
handle customer support requests,
create ads,
provide input on strategy and pricing.

http://www.digitalistmag.com/customer-experience/2015/12/14/what-is-the-customer-experience-in-a-digital-economy-03860570

At http://spiga-ristorante.ch/, customers order

and pay for their food right at the entrance.
A mobile device that customers get when
ordering and paying for the food, lights up
when the food is ready. Customers then pick
up their food themselves.
After finishing eating, customers bring their
plates, cutlery, and glasses near the
dishwashing machine.
Some results of self service:
1. Prices are lower.
2. Customers get a little exercise.
https://www.facebook.com/spigaristorante/photos/a.359917147466617.1073741831.359551147503217/393235250801473/

To learn to see customers as assets,

talk about user needs at the
start of every meeting.
http://www.customerbliss.com/learning-about-customer-experience-competencies/

Question # 5
How can you help users
have more joy using products?

If you make headphones, what about also

helping people to listen better?

Further inspiration
https://www.teacherspayteachers.com/Product/How-can-we-listen-better-1485898

Question # 6
How can we help each other
use things?

Sources
http://www.9flats.com/
https://www.airbnb.com/
http://campinmygarden.com/
https://www.couchsurfing.org/
https://roomorama.com/
http://www.wimdu.co.uk/

Sources
http://www.autonetzer.de/
http://www.buzzcar.com/
http://www.deways.com/
https://www.drivy.com/
http://gomore.dk/
https://minbildinbil.dk/
https://www.nachbarschaftsauto.de/
https://sharoo.com/
http://www.tamyca.de/

Question # 7
How can we help people
share ideas with and
meet each other?

http://www.meetup.com/

Additional sources
https://hbr.org/2011/04/experience-co-creation.html
https://hbr.org/2013/09/the-truth-about-customer-experience
https://hbr.org/2015/11/what-a-great-digital-customer-experience-actually-looks-like
http://www.mckinsey.com/business-functions/operations/our-insights/the-ceo-guide-to-customer-experience
https://readthink.com/the-true-meaning-behind-the-ceo-title-b4633e37eda9#.3h1xgz23r
http://www.strategy-business.com/pictures/What-Good-User-Experience-Looks-Like
http://www.strategy-business.com/article/Your-Employees-User-Experience-Should-Be-a-Strategic-Priority