By Tremis Skeete
Building products than resonate with many customers are not built in a vacuum. We want to build products customers love, and that sometimes requires connecting with what real people care about and understanding from their perspective what problems are worth solving.
How do we connect with these customers in order to understand them? This is where identifying customer types can be useful in focusing research activities. Here is one way you can identify three customer types.
There are essentially three types of customers that use your software product:
1. The cold customers: They historically have not expressed a deep interest in using the product, and if they do, they rarely use it.
In today’s Three at Three, our product designer Tremis Skeete and our UX designer Morgane Tanguy, discuss UX and User Journeys. Morgane gives Tremis her take on the following questions:
1. When you want to understand how a user will use a product what's the first thing you do?
2. When you decide to focus your efforts on understanding user journeys, what problem/s are you trying to solve?
3.Why is it so important to understand the scenarios for when a user interacts with a product?
This is Milk was contracted by a high street bank who had undertaken a huge organisational transformation to reorganise themselves around their customers. In order to become more customer centric the high street bank saw job role changes, organisational restructures and a huge culture change as being at the heart of the transformation.
The remit for the project was to understand the employee experience and design interventions to shift the organisation towards the desired culture, manifested through behaviours.
By: Nicky Logue
A strong brand strategy lets you influence how your company is perceived in the outside world. New businesses who spend the time crafting their brand strategy from the outset have a distinct advantage over the rest.
What is 'Brand'?
Starting a new business is exciting; there’s no doubt about it. But it’s easy to get carried away with the ‘rush to market’ and lots of businesses miss out on valuable time spent at the outset developing a solid brand strategy. And by that I don’t just mean the visual representation of brand, such as your logo, and the colours you use on your website. Your brand identity is much more than that. Here's one of my favourite answers to the question 'What is brand?':
Managing Director, This is Milk
What a birthday party can teach you about how your customers feel.
How do your customers feel about your business?
Think about what you remember most about the good, the bad, and the ugly in your experiences as a customer. What stands out the most? The colour of the walls or the website header, the effectiveness or friendliness of the staff, the waiting time? No matter what aspects shaped your experience, what sticks in your mind and defines your overall impression is how it made you feel. Were you annoyed by the cumbersome signup process of the website or were you pleasantly surprised at how happily the restaurant accommodated your dietary requirements?