customer experience consulting

The problem with abstractions (like reports and documents) is that they create illusions of agreement. A hundred people can read the same words, but in their heads, their imagining a hundred different things – Jason Fried & Heinemeier Hansson (from the book Rework by 37 Signals)

Customer-experience is the study of the best and most enjoyable ways of getting your customer from point A to point B.

The best way to study and demonstrate customer-experience is through wire-framing and prototyping – this is unparalleled. Stakeholders, IT, marketing and the business love working visually because it transcends language barriers. It’s logical, practical, visual and technical and is the only methodology that truly is fun while by its very nature being end-point focused. IT can identify do-ability within a time frame, the business can see exactly what will be delivered and marketing can best identify and create opportunity. Sign-off is transparent and meaningful. The process lends itself nicely to staggered deployments where delivering meaningful functionality needs to be visualised.