When people ask me to explain what I do for a living, most don’t have a concept of what design research means – let alone what a design research practitioner does.
Every company’s success depends on its ability to serve the needs of its increasingly empowered customers. Customers can, and will, easily take their business to competitors if they have subpar customer experiences with a brand. This potential loss of customers can help create the sense of urgency required to obtain funding for customer experience (CX) initiatives.
Very recently I stayed at the Courtyard by Marriott. It wasn’t the most convenient hotel for us since it wasn’t close enough to my son’s college. In fact, I was thinking about staying somewhere else next time I visit my son.
Chances are you can reel off the top of your head examples of subpar experiences you’ve had with some of the world’s most recognizable brands. The most egregious of these customer service failures can go viral, impacting the perceptions and buying decisions of millions of people around the world.
“Life imitates art far more than art imitates Life.”
[Oscar Wilde, from “The Decay of Lying: An Observation” 1891]
At LiquidHub, I work with a team of designers to translate businesses operations into visual representations.