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How NPR Builds Audience Loyalty: Outcome-Focused Design
September 19, 2017 @ 6:30 am - 8:00 am
In this talk you will learn how to:
Identify which behavioral outcomes support your organization’s mission
Craft experiences that help you accomplish your behavioral outcome goals
Help your team appreciate how customer actions align with daily customer journeys
Plan a product strategy to deliver habit-worthy experiences on current and future platforms
When an organization is customer-focused instead of product-focused, it can both understand what customers really want and craft new, innovative experiences to serve them well.
Scott Stroud from NPR believes that we succeed in creating a strong portfolio of helpful, habit-forming products when we understand our customer’s daily journey and behavior to design experiences that align to their daily lives. This is what Scott calls outcome-focused design, a human-centered and mission-centered approach to building and maintaining trusted customer relationships for the long haul.
By focusing on designing for customer outcomes we gain insight into which tools and platforms are likely to offer the right experience at the right moment for your customer.