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The customer experience checklist
Forrester Research's customer experience guru shares an 8-step checklist for designing an experience and keeping it on track.
February 18, 2010 by James Bickers — Editor, Networld Alliance
Bruce also has this checklist availablein PDF format hiscustomer experience blog.
I was reading a review in Business Week about a book called "The Checklist Manifesto: How To Get Things Right" by Dr. Atul Gawande. The book talks about how simple checklists can dramatically reduce errors in areas like operating rooms and construction sites. According to the Business Week reviewer, the book is "well worth reading, both for insights into the practice of modern medicine and ideas on how one can transform one's own life through use of a checklist."
Customer Experience Checklist There is a clear definition of target customers. The needs of target customers are well understood. There are clear objectives for how the project will impact target customers. The experience is designed for every stage of the customer lifecycle, from initial roll-out to ongoing support. There is a plan for testing the impact on target customers. There are resources and time allotted to iterating on the design to improve customer experience. There is a plan for gathering ongoing feedback to monitor the customer experience over time. There is a clear definition of success, for both the company and for target customers. |
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