The Experience is The Message
LivePerson prides itself on being absolutely obsessed with our customer's experience. If part of being a customer-centric organization is bringing the customer to the table, we've done this in spades. Whether it's the dinner table or the boardroom table, we have constantly sought out ways to bring our customers into our world, to better understand them as people and professionals, and to understand their needs as users of the products we create.
Last month saw the official launch of the Customer Experience Feedback Forum, an initiative aimed at co-creation so that we can begin to design our products with our customer, not just for them. During Aspire in June 2012, the LivePerson Customer Experience had the opportunity to gather feedback from customers throughout the event. Take a look at the "Experience Feedback Forum" station we set up, and the UX team in action:
Throughout the conference, we had a number of customers walk through prototypes of new product concepts in development, and the feedback we received was invaluable. One of the primary goals of our presence at Aspire was to validate early concepts for future visions of the product as well as add some volunteers to our growing list of customers that are signing up to be a part of "Experience Feedback Forum." These volunteers will continue to offer detailed feedback on product prototypes throughout the year. We were really pleased with the level of enthusiasm from everyone who participated.
This is just the beginning of our effort to improve the experience of using our products. We continue to be on the lookout for ways to bring our customers on the product design journey with us and always looking for more volunteers. 48 years ago, Marshall McLuhan coined the phrase "the medium is the message". Today, I would say it’s more accurate to say that the experience is the message; and I am looking forward to continuing to craft that message with your collaboration.
If you have an interest in being a part of our next usability test or feedback session, please reach out to me via Twitter or add your comment below and we'll get you on board for our next session!