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Module 6: ENT 3613
Terms in this set (39)
Which of the following best describes the learning objective for Module 6?
Ability to design brands and experiences related to innovative solutions
A sequence of interactions that define a customer's experience with a brand is called a
Which of the following is not commonly considered to be a stakeholder in a comprehensive experience design process?
Emotional labor occurs when employees are required to express emotions that they are not actually feeling, such as smiling when they are not actually happy. Emotional labor may have negative consequences for employees and is, therefore, an important experience design issue. Obviously, employees are affected by this design choice, but which of the following stakeholders are also affected and need to be considered when making these design choices?
customers and users
Designing website interfaces to optimize engagement and conversions related to key performance indicators is a common aspect of designing
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
Marty decided to remove outdoor seating from his restaurant on Colonial Drive after he saw negative comments on social media about exhaust emissions from passing cars ruining his customers' experiences. Which of the following senses is most directly addressed by this experience design consideration?
Which part of a customer journey is most closely associated with growing customer revenue and generating referrals?
A popular model of describing how companies sell to customers by considering all of the steps in their customers' brand experiences is called the
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 design?
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?
Which of the following would not be considered a common aspect of experience design?
expanding a companys number of locations
The extent to which customers are required to undertake a brand experience on their own describes the experience's
degree of automation
Stores often play subtle music that resonates with their brand identity in an effort to align customer's mindset with the experiences offered by the store's brand. Which of the following senses is most directly addressed by this experience design consideration?
The number and structure of the steps a customer has to take throughout a customer journey is called the experience's
Identifying specific interactions a customer has with your brand and offerings is a primary purpose of
A popular approach to understanding a specific customer experience from your customers' perspective involves
gaining empathy and mapping customer thoughts, feelings, and actions.
Truly delightful customer journeys often result in ecstatic customers sharing positive reviews and personal referrals that add to a companies paid and earned media campaigns. This process is often referred to as a
Companies often utilize Google AdWords to place their sponsored ads at the top of search result that are closely aligned with the company's offering and brand identity. This effort to raise awareness is most directed toward enhancing
A step in a customer's journey that involves researching information and comparing alternatives is called
Companies often test the effectiveness of alternative website designs by creating multiple versions of their site, randomly assigning different versions to site visitors, and comparing customer behavior on the different sites. This approach to designing websites so they improve engagement and increase purchases is called
Which of the following approaches to marketing and purchasing benefit is likely to utilize extensive automation?
What tools are not essential to KEEP customers?
When interviewing customers about your product what types of questions should you ask?
What is the second step to aid in creation of a Viral Loop after GET?
What segment is needed to understand the reach of your products?
What term is similar to a company's selling proposition, which is defined as a way to convince potential customers that their product adds greater value than competitor's offerings?
competing value proposition
How does a company judge the willingness of their customer base to pay?
by the experience their product or service renders
Best way to track insights and ideas
Best ways to make your ideas tangible?
draw, build, act
Product packaging design is an important aspect of experience design that is likely to be especially important to
Rebecca took her first step in her experience design process by articulating the characteristics of people she believes are most likely to be enthusiastic about her offerings. Which of the following steps in the experience design process has Rebecca completed?
describing customer personas
What are Customer Experience Directors?
chief experience officers
Who is responsible for creating customer-centric strategies to deliver exceptional customer experiences with product or services?
chief experience officer
When deciding on your Customer Experience Strategies, what is essential to understand?
what products and services will you offer?
Learning fast and from failures is a form of:
Companies often write news releases and send them to local newspapers and TV stations in hopes that they will carry the story. This effort to raise awareness is most directed toward enhancing
Social media is most often used to improve which part of a customer journey?
What is within your User Experience (UX) Design?
Interviewing and Usability Testing
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