1210s Design’s Post

I love unhappy paths – where everything can go wrong in a customer journey and you need to become the hero that saves the day. I did a piece of work at St.Pancras station that relates to this, looking at how time-pressured scenarios can impact customer journeys and decision making. Why? Because travellers face unhappy paths every day. If we can learn from them we can course correct bad journeys faster and improve experiences. So here’s a quick story about this piece of work – about the research experiment I ran – just to offer you some inspiration today. ⏰ “You have 1 hour!” I gave my participants a simple brief – you need to get to St.Pancras, buy your train ticket, some lunch, and a gift for your family, then get on your train. Then I threw in a curveball – you can get to the station any way you want and buy things in any order... but you only have 1 hour! And the clock starts now!! This immediately created a sense of panic and stress, and put everyone in a time-pressured state of mind. It was great! How would their journeys play out? 📱 Mobile ethnography I wanted to capture live data on their journeys, but in practical terms I couldn’t shadow everyone at the same time. So I used a ‘mobile ethnographic’ approach. I pinned a mini camera onto each participant to passively capture their journey – to capture natural behaviours without any conscious action on their part. I also asked them to actively document key moments in their journey using an app – to provide a satisfaction score, attach a quick note, or a picture if it helped. I wish I could share specifics on the outputs and outcomes from this research! But they're owned by the client. I can say one thing though... ❤️ I love unhappy paths The depth of insights I gained into people’s behaviours and decision making led to some incredible opportunities to optimise products and services throughout the station. Plus, they led to truly innovative propositions that combined live data + situational awareness + personalisation + behavioural nudges. 🎯 Prioritise the unhappy paths! Observing real people in real contexts of use will deliver hugely valuable insights into their journeys and decision making. But if you go one step further, and purposely investigate unhappy paths, the depth of insights you gain and the opportunities it leads to are incredible. It doesn’t need to be high-effort or expensive either, and the positive impact it will have on your design work and customer experiences is huge. And that’s the real endgame – the more value you deliver into customer lives, the more value your business gets in return. Prioritise those unhappy paths! P.S. I hit the word limit in this post, but there's more to read here: https://lnkd.in/dqEcmXTP #research #ethnography #mobileethnography #servicedesign #innovation #unhappypaths #design #designthinking #iot #internetofthings #travel #stpancras #kingscross #servicedesigner

The Role of Curiosity in Customer Experience 🌟 When a customer reaches out with frustration or uncertainty, our instinct is often to jump straight into problem-solving mode. But what if we started with curiosity instead? Curiosity allows us to pause and ask deeper questions: ✨ What’s really going on here? ✨ What does this person need beyond the immediate solution? ✨ How can I make them feel truly understood and supported? By approaching interactions with genuine curiosity, we: Uncover the root of the issue, not just the surface symptom. Show customers that their experience matters. Transform a routine transaction into a meaningful connection. Curiosity isn’t just a tool - it’s a mindset that keeps us open, engaged, and compassionate. When we choose to be curious, we create a space where trust and understanding thrive. Let’s lean into curiosity, one conversation at a time. 🌿 #CustomerExperience #EmpathyInAction #CuriosityInService #ServiceWithHeart #ConnectionMatters BrandLove Global

In today’s era of instant gratification, where time is a precious commodity, the concept of spending days on hold might seem inconceivable. However, studies reveal a surprising truth – the average person spends a significant portion of their life waiting on hold, totaling a staggering 43 days! HOLD ON, WAIT A MINUTE! Do you say almost a month and a half on hold!? That’s 61,920 minutes! Don’t waste another second of your callers’ time! Use this time as an opportunity to engage, inform, and enhance the overall customer experience. Want to learn more? Ask us how! #DontWasteASecond #CustomerExperience #OnHoldFacts

Words may fade, but the imprint of emotions lasts forever. In the realm of customer experience, it's not what you say, but how you make them feel that leaves an indelible mark. 👉 Embrace empathy: Put yourself in your customer's shoes. 👉Personalize interactions: Make them feel valued and understood. 👉Solve problems effectively: Show genuine care and commitment. 👉Create memorable moments: Leave a positive impression that lingers. Let's start a conversation. How do you ensure your customers feel truly heard and appreciated? Share your thoughts below. #CustomerExperience #EmotionalConnection 

❤️ Empathy Mapping: How to understand your customer effectively ❤️ Empathy Mapping is a way to get closer to what these people really think and feel about your product, service or situation. An Empathy Map consists of four quadrants. The four quadrants reflect four key traits, which the user demonstrated/possessed during the observation/research stage. The four quadrants refer to what the user: Said, Did, Thought, and Felt. 👉 Read more at: https://lnkd.in/g_RpyJkm

This message resonates deeply with me. As I strive to deliver exceptional customer experiences, I am always reminded to: Listen with intention, beyond the surface level, empathize with compassion, understanding every voice. Inspire through meaningful actions, sparking positive change. Recognise the transformative impact my journey has on others. I am committed to being a catalyst for growth, one interaction at a time. #ClientExperienceMatters.

Purva Shakkarwar, Shweta Khakhar, Saurabh Sharma and I have spent countless hours thinking about how to provide the most amazing experience for our Cult members. Providing 'Delight' has been a constant thread in those conversations.   It's time to expand our understanding on 'customer delight' and build something actionable for folks who want to create & deliver delightful experiences. We want to understand what truly creates a delightful experience for customers. We believe that moments that matter are more than just random occurrences. We'd love to hear about your most delightful experiences and learn from them. Could you spare a few moments to share your thoughts in a quick survey? https://lnkd.in/eeGYAH_B

Surveys are a great tool to understand customers, right?Not so fast. Here's the catch: Surveys can offer great insights. But when it comes down to understanding customers, they might lead you in the wrong direction. ➡️ The Overshadow Effect: Ever had one bad experience ruin your day? Customers experience the same phenomenon. A single negative encounter can overshadow all the positives, changing their overall perception. ➡️ The Fit Factor: Just because a customer dislikes something about your product doesn't mean it needs fixing. It might simply not align with their needs or preferences. ➡️ The Yellow Walkman Syndrome: What we say ≠ What we do Customers' expressed needs don't always translate into action. Remember the yellow Sony Walkman? People said they wanted it, but when it came down to it, they opted for the black one. ➡️ The Illusion of Satisfaction: Positive feedback or the lack of negative feedback doesn’t necessarily mean your customers were 100% satisfied or had memorable experiences. It can mean anything between the lines of ‘It was easy to use’, ‘It did the job’, ‘I don’t have anything negative to say’, and ‘I can’t imagine my life without it’. Surveys are great, but they have their limitations. Ensure not to rely on them as your only source of understanding the customer experience. ___ I'm Michelle Hausen and I’ll be posting more and more about experience design from now on… So make sure to click my name + follow + 🔔 ___ ❓What were some surprising or even funny things you have seen in surveys? #UserExperience #ProductDesign #CustomerSuccess #GrowthMindset

Happy Father’s Day to all the incredible dads out there! 🎉 Today, I’m reflecting on the invaluable lessons I've learned from my father that have shaped my approach to Customer Experience (CX). Here are a few key takeaways: Listening with Intent: Just like my dad always made time to listen to my stories and concerns, truly understanding our customers' needs starts with active listening. It’s not just about hearing words, but understanding the emotions and motivations behind them. Patience and Understanding: My father taught me the importance of patience and empathy. In CX, showing empathy and understanding toward our customers can turn a neutral experience into a positive and memorable one. Consistency and Reliability: Growing up, my dad was a rock - always dependable and consistent. Similarly, delivering a consistently reliable experience is crucial in building trust and loyalty with our customers. Problem-Solving: Dads are often seen as the problem solvers of the family. In the world of CX, addressing and resolving customer issues swiftly and effectively can significantly enhance customer satisfaction and retention. Encouragement and Support: Just as my father always encouraged me to pursue my dreams, supporting and encouraging our customers in their journey can foster a deeper, more meaningful relationship. Let's celebrate the fathers who have taught us the values that enrich our personal and professional lives. Here’s to continuing their legacy by delivering exceptional customer experiences every day. Happy Father’s Day! 💙 #FathersDay #CustomerExperience #CX #Leadership #Empathy #happyfathersday Paul Kitemu

Reflecting on past experiences, it becomes clear that how we handle issues can truly define a customer's experience. Despite inevitable mishaps, it's our response and resolution that leave a lasting impact. Customers aren't upset with us, but with the situation. We need to take the time to listen, then resolve the issue. Approaching challenges with empathy and a solution-focused mindset can transform a negative experience into a positive, shaping how customers perceive our company. #CustomerExperience #ProblemSolving #Empathy #ResolutionMindset