Module 10

The main idea presented in the TED Talk called "Designing for all 5 senses" is that sight and sound are the most important senses to address when designing a delightful experience.

False

The young woman's story showed how posting negative reviews for poor experiences helps others to find delightful experiences.

False

During the delightful brand experience she enjoyed, which of the following was not provided during her customer journey?

Free egg and cheese sandwiches

Assistive technologies that can answer questions, guide shoppers to specific items, and make recommendations for related products is being provided by which of the following new retail technologies?

Robots

are the steps at which prospects and customers are directly interacting with your brand.

Touchpoints

Which of the following approaches to marketing and purchasing is likely to utilize extensive automation?

Transactional

The best way to track insights and ideas is to take notes.

True

The young woman's story showed how providing a delightful experience to one person might lead to social media and personal recommendations that attract new customers.

True

A useful methodology for considering specific attributes of a customer's experience that can be designed is called job-to-be-done

an empathy map.

Drawing an emotional curve to indicate how customers feel at different points in their brand experiences is a key aspect of

assessing customer journeys.

A step in a customer's journey that involves researching information and comparing alternatives is called

assessment.

A sequence of interactions that define a customer's experience with a brand is called a

customer journey.

According to the TED Talk called "Designing for all 5 senses", the key to creating a delightful experience is to

engage all five senses.

The level of frustration that a customer experiences throughout a particular customer journey is often referred to as

friction.

Effectively describing a customer persona and assessing experiences/feelings across customer journey touchpoints is a helpful approach to

identifying opportunities for improving experiences and addressing frustrations.

The manner in which you pay your suppliers is part of designing your

partner experience.

Specific interaction events during the customer's experience are called a

touchpoint.

The number of steps customers go through to interact with you, describes an experience's ___________

touchpoints.

Amazon's new Amazon GO grocery stores will allow customers to scan their phone when they walk into a store, grab what they want, and walk out without checking out. Which part of Amazon Go's customer journey is affected most directly by this new point of sale design?

Purchase

Bic, a disposable consumer products brand, did a consumer market survey and noticed that mainly men were buying their pens. They therefore decided to introduce a new pen in which the pen itself was pink, and the packaging was pink and purple. In big pink letters on the package it said "for her". Which of the following senses is most directly addressed by this experience design consideration?

Sight

Call-in customer support centers often play calming music in the background when they place you on hold. Which of the following senses is most directly addressed by this experience design consideration?

Sound

What restaurant was discussed as an example of a company that invests in comprehensive experience design?

Starbucks

You attend a day-long training session for the new job you have just started. You notice that they have set out a plate of cookies and bottles of water for people who when they walk in. Which of the following senses is most directly addressed by this experience design consideration?

Taste

What was the "job" that the protagonist in this story need to get done?

Wake up with coffee and satisfy hunger with a delicious breakfast

Experience design is primarily defined as

a means of making interactions with complex systems more pleasant.

A net promoter score is used to assess whether

customers will recommend you to others.

The extent to which customers are required to undertake a brand experience on their own describes an experience's ____________________

degree of automation.

Product packaging design is an important aspect of experience design that is likely to be especially important to

distribution channels.

When you are in the early stages of designing a delightful experience, it is usually best to conserve your resources by producing __________________ prototypes.

low fidelity

An important consideration in experience design is the degree of personal engagement and intimacy customers prefer in their journey with your offerings and brand. Wedding planners who spend time meeting with couples and their families in an effort to develop a highly personal, customized service are pursuing a __________________ approach to customer experiences.

relational

The experience that the speaker presented as an example of an experience that was almost (but not quite) as good as sex was

riding a motorcycle.

People who are affected by the experiences you design are called

stakeholders.

A company that consistently pays its bills late would be most likely to create friction and negative experiences for

suppliers and partners.

An important consideration in experience design is the degree of personal engagement and intimacy customers prefer in their journey with your offerings and brand. Airlines such as Southwest that allow passengers to book their own tickets, print their own passes, and check in their own luggage are pursuing a __________________ approach to customer experiences.

transactional

The types of purchasing experiences can be thought of as existing on a continuum from highly ______________ to highly ______________.

transactional, relational

Designing website interfaces to optimize engagement and conversions related to key performance indicators is a common aspect of designing

user experiences.

The customer journey map is especially useful for helping you visualize

what is blocking customers from having delightful experiences.

As you first start to generate solutions, it is critically important to

withhold judgments.

Which of the following best describes the learning objective for this module?

Ability to conceive, design, and refine novel solutions

Amazon has developed a new grocery store format, featured in this video, called Amazon Go that allows people to walk into a store, grab items they want, and walk out without any further interactions. Which of the following technologies is being used by Amazon to remove friction from the grocery shopping experience?

Auto checkout

Which of the following retail technologies uses Bluetooth technology to push promotional messages to your smartphone while you are shopping in a particular store?

Beacons

Which of the following represents a theme or identity that a company portrays with its customer experiences as a means of differentiating it from competing offerings?

Brand

Which of the following should be the very first step you take during the experience design process?

Designing customer journeys

Which of the following companies was used as an illustrative example of applying the discipline of experience design to create competitive advantage?

Disney

What are the best processes to engage to make your ideas tangible to yourself and others?

Draw, build, and act

Which stakeholder group's experience is primarily based on having support, enthusiasm for an offering, and positive feelings about a company?

Employees

Which of the following retail technologies attempts to identify shoppers and cater to their prior shopping habits and spending patterns?

Facial recognition

Gaining empathy and thoughtfully designing user experiences (UX) and customer experiences (CX) is what is needed to design and deliver delightful experiences.

False

In a comprehensive experience design process, competitors are commonly considered to be a stakeholder.

False

Since passion is so important to entrepreneurship, it is important for you to fall in love your ideas rather than explore alternatives.

False

Which stakeholder group's experience is primarily based on observing how your treat partners and employees?

General public

Virtual changing room that allows shoppers to model more items than they could normally and get suggestions for related items and accessories are enabled by which of the following technologies?

Interactive (mirror) displays

According to the TED Talk called "Designing for all 5 senses", why is sex such a great experience?

It pleasurably engages all of the senses

What does Disney use at their theme parks and resorts to try to integrate and improve customers' experiences with their offerings and brand?

Magic bands

Which of the following best represents the additional consideration included in the description of the objective for this module?

Novel solutions should be thought of in terms of brands or experiences

Companies that invest in supporting local charities and educational initiatives are investing in designing

public experiences.