“Here be Dragons”, is what they used to say on old maps to mark a place of undiscovered waters.
But what is a Customer Experience Dragon (CX Dragon)?
Well it’s not a CX Ninja, because Ninja’s spend their lives mastering skills that have been past on from master to master.
And it’s not a CX Champion.
No, it’s not one of those.
It’s a hunter. A hunter who discovers new customer experiences and innovative opportunities. An explorer of the undiscovered who spends their time tracking down and slaying those CX Dragons.
For me, the Customer Experience Dragon is all about the thrill of the chase and the chance of discovering the next big solution, the opportunity of experimenting and pushing the boundaries. Above all, its is about putting the customer at the centre of this new fast pace digitally evolving world and be willing to learn something new.
So I say, if you believe in following the masters of CX, then be a ninja.
But if you want to explore the more thrilling undiscovered waters of customer experience then be a Hunter and help me hunt down those CX Dragons.
“Who will ride with me?”
Last year I was walking through a book shop and this book jumped out at me, maybe it was the title ‘Clicking’ or the impact of the bold graphic cover, whatever it was I ended up getting it.
The book Clicking was about how and why some people click. The book talked through different scenarios, such as hostage situations, sharing interests and even sharing DNA patterns such as thumb prints, all very interesting.
After reading this book one thing really stuck in my mind, a story about computer user testing, it went something like this…
Tests were done with two sets of people group A and group B
Group A where asked to use a computer that was running slow and struggling with an standard user error messaging, then the users were asked “how does this computer make you feel?”, key emotions such as frustrated, annoyed and even angry.
Group B were given the same struggling computer, but this time the computer communicated to the user how it feeling, it said something along the lines of “I know you want me to run faster, but I am really struggling at the moment, I’m so sorry if I could go faster I would etc.”.
This time, the results were totally different, the computer had created empathy, this empathy left the users feeling calmer and some even felt sorry for the computer.
So this left me thinking, as UX designers are we really clicking with these powerful human traits?
Love this, I was recommended to watch this by Vics at DDB Tribal.
If you’re looking for insight into Britain’s classes of today then watch “In The Best Possible Taste” by Grayson Perry on 4oD. See how Grayson Perry goes on a voyage of discovery to create modern day tapestries of the working, middle and upper classes of today.
Great for personas, empathy mapping, customer insights and more. The middle class research is done in Tunbridge Wells which is my local town… Won’t say any more, I’ll let you enjoy the program.