User Experience at Every Level of Business
summary
Argues that user experience lives in every touchpoint of a business and that a generalist overseer drives coherence across hiring, design, development, marketing and culture. Recommends concrete tools: OS Canvas, surveys, interviews, A/B testing and heat maps; cites exposure frequency rising from seven to about 21 impressions and enterprise examples (Zappos culture rituals, Quicken Loans ~95% employee satisfaction) as evidence. Suggests small culture experiments (parades, “random acts of culture”), governance shifts (holacracy) and empowered customer service improve conversions, loyalty and internal innovation.
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chapters (9)
- 0:00Start
- 7:31Core Values
- 10:40Consistency
- 14:44Easy conversion?
- 14:59Customer Service?
- 17:11Interviews
- 24:59Random Acts of Culture
- 29:33What would need to happen...
- 41:22Questions?
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