Your company has a website, Facebook page, mobile enabled site, iPhone app, Android app, weekly promotional emails, etc. all of which received extensive user testing before deploying. But is the experience across each of these touch points consistent? While intentions are good, far too often we focus on improving touch points individually while missing an opportunity to step back and look at the relationship each have on the customer's total experience. In this session, we will explore the importance of knowing the role each touch point plays in your customer's journey.
I am a researcher and designer, with a focus on user-centered design. I am Founding Director of World Usability Day and a Consultant at Bentley DUC bio from Twitter
Scott Gunter is an experienced usability / user experience professional with over 13 years of strategy, testing, analysis, and team management experience. bio from Twitter
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