Customer Experience Design Principles | The Better Than Rich Show Ep. 10

How To Design An Incredible User Experience

0-3:25 Introduction

3:25-4:35 Intro to how to design an incredible user experience

4:35-8:00 How to Empathize with the User (Relate and Remind)

8:00-8:29 Why does a company give a sub-optimal user experience?

8:30-9:00 Higher Ups forgetting what it’s like being a brand new user

9:00-10:00 Appointment set ups receiving automation

10:07-11:02 Meet your customer where they are at

11:03-12:01 Reducing friction

12:02-13:00 Optimizing user experience

13:01-13:31 Think with the end in mind

13:32-15:00 The importance of word of mouth

15:01-17:39 How do we want our customer to feel at the end of each experience

17:40-18:05 Unavoidable friction

18:06-19:40 : Softening the unavoidable friction

19:42-21:10 : Concept of Giftology

21:11-22:21 : How to execute a system

22:22-22:59 : Building long term relationships with systems

23:00-24:00 : Technologies

24:01-26:05 : Design and invent on the customers behalf to make their experience better

26:08-26:07 : We want our customers to be over the moon excited about working with us

26.43-27:31 : How to apply this to employees

27:32- 28:20 : The importance of internal culture

28:21-29:33 : People should be working in their genius

29:35-31:44 : Creating space to speak the unspoken

31:45-32:29 : Understanding your employees personalities to find their best fit

32:30-34:49 : Creating the quickest and most painless onboarding process internally and externally

34:50-36:47 : Sometimes your market moves fast so we need to provide value to meet them where they are at

36:48-39:09 : People leave because they have better options

39:10-40:36 : How to retain employees with ways of compensation

40:37-41:01 : If you lead with money as compensation

41:02-41:56 : Asking questions to create a incredible user experience

41:57:42 :44: Personal mission aligned with business mission

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