Comments on: A Methodology For Crafting Awesome Experiences http://estebankolsky.com/2009/05/a-methodology-for-crafting-awesome-experiences/ the blog! Tue, 08 May 2012 12:04:54 +0000 hourly 1 http://wordpress.org/?v=3.3.2 By: Esteban Kolsky http://estebankolsky.com/2009/05/a-methodology-for-crafting-awesome-experiences/#comment-82 Esteban Kolsky Wed, 28 Oct 2009 06:10:20 +0000 http://ekolsky.wordpress.com/?p=149#comment-82 robert, it is certainly an interesting endeavor and would love to see the results. best of luck, let me know if i can help anyway. thanks esteban robert,

it is certainly an interesting endeavor and would love to see the results. best of luck, let me know if i can help anyway.

thanks
esteban

]]> By: Robert Mendez http://estebankolsky.com/2009/05/a-methodology-for-crafting-awesome-experiences/#comment-81 Robert Mendez Fri, 23 Oct 2009 19:21:32 +0000 http://ekolsky.wordpress.com/?p=149#comment-81 We are going through the processes with some of the CRM companies to see how each one is adjusting, to social exposure, and bringing them into their application. For example, SugarCRM, which sees itself as an Open source b2b application, has opened the door to using many of the social sites and going further to match their contacts with online services like Hoover's; LinkedIn, Twitter and more. So the idea being, this will automatically search the social landscape and append pertinent info to your data and also aggregate intelligence on them. Pretty cool but so many apps, so little time. We'll be looking at that over the next few weeks at http://tek-tips.nethawk.net. let us know what you think and if you have anyone we should interview, please advise. cheers, rm We are going through the processes with some of the CRM companies to see how each one is adjusting, to social exposure, and bringing them into their application. For example, SugarCRM, which sees itself as an Open source b2b application, has opened the door to using many of the social sites and going further to match their contacts with online services like Hoover’s; LinkedIn, Twitter and more. So the idea being, this will automatically search the social landscape and append pertinent info to your data and also aggregate intelligence on them. Pretty cool but so many apps, so little time. We’ll be looking at that over the next few weeks at http://tek-tips.nethawk.net. let us know what you think and if you have anyone we should interview, please advise. cheers, rm

]]> By: Esteban Kolsky http://estebankolsky.com/2009/05/a-methodology-for-crafting-awesome-experiences/#comment-80 Esteban Kolsky Fri, 23 Oct 2009 18:58:05 +0000 http://ekolsky.wordpress.com/?p=149#comment-80 Robert, That is a very interesting question, thanks for asking. This is the basis for customization. I don't think I have ever used this methodology exactly as it is here, there are always changes to it based on where and how we use it. Some companies, as you well point out, are in the B2B space and for them something like a note-taking CAB (customer advisory board) would work best as far as integrating the customer into the development of the experience. Some other companies have such a large and diverse audience that it is almost impossible to create segments (I do emphasize that in the methodology, designing experiences by segments), so panels are more interesting. In any case, this is very adaptable as long as the core principles of it are followed: - involve the customer - iterate between customers and internal stakeholders - work on segments, not across all population at once - measure, measure, measure most of these details are in the successive (7-part series) posts for this methodology. thanks for stopping by and for bringing this great question to discussion. esteban Robert,

That is a very interesting question, thanks for asking.

This is the basis for customization. I don’t think I have ever used this methodology exactly as it is here, there are always changes to it based on where and how we use it. Some companies, as you well point out, are in the B2B space and for them something like a note-taking CAB (customer advisory board) would work best as far as integrating the customer into the development of the experience. Some other companies have such a large and diverse audience that it is almost impossible to create segments (I do emphasize that in the methodology, designing experiences by segments), so panels are more interesting.

In any case, this is very adaptable as long as the core principles of it are followed:

- involve the customer
- iterate between customers and internal stakeholders
- work on segments, not across all population at once
- measure, measure, measure

most of these details are in the successive (7-part series) posts for this methodology.

thanks for stopping by and for bringing this great question to discussion.

esteban

]]> By: Robert Mendez http://estebankolsky.com/2009/05/a-methodology-for-crafting-awesome-experiences/#comment-79 Robert Mendez Fri, 23 Oct 2009 17:53:23 +0000 http://ekolsky.wordpress.com/?p=149#comment-79 This methodology, does it change dramatically when the client is a b2b big player, like a tech giant? We work with mostly those and see a real desire, but without a proven methodology, there is a lot of resistance for some of the reasons sighted. I wonder if you design a methodology for a grocery store, does it resemble one for an IBM? This methodology, does it change dramatically when the client is a b2b big player, like a tech giant? We work with mostly those and see a real desire, but without a proven methodology, there is a lot of resistance for some of the reasons sighted. I wonder if you design a methodology for a grocery store, does it resemble one for an IBM?

]]> By: Esteban Kolsky http://estebankolsky.com/2009/05/a-methodology-for-crafting-awesome-experiences/#comment-77 Esteban Kolsky Thu, 28 May 2009 15:49:25 +0000 http://ekolsky.wordpress.com/?p=149#comment-77 As much as I want to agree with you, and I have done the lenghty examination of users in the past, most of my customers are against spending long time just watching. In my next week's post, when I get deeper into the paper design, you will see the role customers play in this. Always checking with customers, but trying to shorten the cycle to market. Thanks for a great comment! As much as I want to agree with you, and I have done the lenghty examination of users in the past, most of my customers are against spending long time just watching. In my next week’s post, when I get deeper into the paper design, you will see the role customers play in this.

Always checking with customers, but trying to shorten the cycle to market.

Thanks for a great comment!

]]> By: Adam Lawrence http://estebankolsky.com/2009/05/a-methodology-for-crafting-awesome-experiences/#comment-76 Adam Lawrence Thu, 28 May 2009 13:48:58 +0000 http://ekolsky.wordpress.com/?p=149#comment-76 Great post, with a wonderful flow of persuasive ideas... but I think you are grabbing the pencils too fast. I highly recommend beginning with an observation phase; watching the customers, maybe talking to them (watching is better - people lie to seem more capable), watching the processes that impact the experience, watching other industries for ideas... _then_ I'd reach for the Post-Its. Looking forward to the rest of the series... Adam Lawrence Experience Director Work•Play•Experience Great post, with a wonderful flow of persuasive ideas…

but I think you are grabbing the pencils too fast. I highly recommend beginning with an observation phase; watching the customers, maybe talking to them (watching is better – people lie to seem more capable), watching the processes that impact the experience, watching other industries for ideas… _then_ I’d reach for the Post-Its.

Looking forward to the rest of the series…

Adam Lawrence
Experience Director
Work•Play•Experience

]]> By: A Methodology for Crafting Awesome Experiences – Part 2 « EKOLSKY – A Passion for Customer Service http://estebankolsky.com/2009/05/a-methodology-for-crafting-awesome-experiences/#comment-78 A Methodology for Crafting Awesome Experiences – Part 2 « EKOLSKY – A Passion for Customer Service Wed, 27 May 2009 14:36:11 +0000 http://ekolsky.wordpress.com/?p=149#comment-78 [...] A Methodology for Crafting Awesome Experiences – Part 2 Posted on May 27, 2009 by Esteban Kolsky (If you have not read the previous entry, the introduction to this methodology, you can do so here) [...] [...] A Methodology for Crafting Awesome Experiences – Part 2 Posted on May 27, 2009 by Esteban Kolsky (If you have not read the previous entry, the introduction to this methodology, you can do so here) [...]

]]> By: Contact Center Intelligence Sunday Summary week 21 « Contact Center Intelligence http://estebankolsky.com/2009/05/a-methodology-for-crafting-awesome-experiences/#comment-75 Contact Center Intelligence Sunday Summary week 21 « Contact Center Intelligence Sun, 24 May 2009 07:13:49 +0000 http://ekolsky.wordpress.com/?p=149#comment-75 [...] Experience is hot: How to craft awesome Customer Experiences (you will need to follow for some time, but I believe it’s worth [...] [...] Experience is hot: How to craft awesome Customer Experiences (you will need to follow for some time, but I believe it’s worth [...]

]]> By: Funky Friday Grab Bag – 05/22/2009 « EKOLSKY – A Passion for Customer Service http://estebankolsky.com/2009/05/a-methodology-for-crafting-awesome-experiences/#comment-74 Funky Friday Grab Bag – 05/22/2009 « EKOLSKY – A Passion for Customer Service Fri, 22 May 2009 16:34:39 +0000 http://ekolsky.wordpress.com/?p=149#comment-74 [...] a Bottle Loyalty Tuesdays – The Three Secrets of Loyalty Relationships Wednesdays – A Methodology for Crafting Awesome Experiences Communities Thursdays – Don’t Throw Away the Forums Baby with the Communities Bath [...] [...] a Bottle Loyalty Tuesdays – The Three Secrets of Loyalty Relationships Wednesdays – A Methodology for Crafting Awesome Experiences Communities Thursdays – Don’t Throw Away the Forums Baby with the Communities Bath [...]

]]> By: Esteban Kolsky http://estebankolsky.com/2009/05/a-methodology-for-crafting-awesome-experiences/#comment-73 Esteban Kolsky Thu, 21 May 2009 18:11:30 +0000 http://ekolsky.wordpress.com/?p=149#comment-73 Jay, Thanks for the comment. Yes, I do remember seeing some of those messes. Goes something like "hey, we did so well in deploying that IVR, maybe we can do the same with email". The rest, better described by you. That is what happens when strategy lags behind intentions. And the reason I do what I do. Saving the world from "messy experiences" one strategy at the time :) Jay,

Thanks for the comment. Yes, I do remember seeing some of those messes. Goes something like “hey, we did so well in deploying that IVR, maybe we can do the same with email”.

The rest, better described by you.

That is what happens when strategy lags behind intentions. And the reason I do what I do.

Saving the world from “messy experiences” one strategy at the time :)

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