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Tuesday, March 17 • 3:30pm - 6:00pm
Fixing Fractured User Experiences

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ATTENTION: This session requires advance signup to attend. For Online Schedule: Please utilize the RSVP link below the description to reserve your seat. For SXSW GO App: Use the RSVP 'Find a Timeslot' link. You must have a SXSW Interactive, Gold, or Platinum badge to attend, and, you must have an activated SXsocial account (social.sxsw.com) to reserve a seat. If you have any issues with signing up, please email support@sxsw.com. VERY IMPORTANT: Because of the limited space, we recommend you arrive at least 15 minutes prior to the published start time of this session. If you have not checked in at the room you RSVPed for at least five minutes prior to the session start time, you may lose your seat to an attendee in the waiting list line.
Should have experience driving business or digital strategy.
What to Bring:
Laptops/ Tablets helpful not required.
It seems like everyone is talking about being customer or user centric. Too often, however, the groups that impact the customer experienced are siloed- creating disjuncture experiences across the various channels users interact with their product or brand. When a customer has an exemplary experience on one channel but a horrible experience on another, it can negatively impact product adoption, customer loyalty, and revenue.
Our two and a half hour long workshop is designed to help entrepreneurs, brand/product managers, and user experience designers fix and prevent fractured experiences by using a methodology called unified customer experience. This methodology uses enhanced user stories to unify internal stakeholders and build customer-centric brand narratives.
We will cover:
- When and where to utilize qualitative data gathering techniques to create enhanced user stories
- How to use enhanced user stories to inform brand strategy and product development
- How to continually validate your user stories

View official listing on sxsw.com

avatar for Sam Eder

Sam Eder

Mgr, PricewaterhouseCoopers
Sam Eder is a Senior Associate at PricewaterhouseCoopers where his marketing and community management experience adds value to clients seeking to launch online communities, improve community health, or expand their existing community management skill set.

Ben McConnell

Managing Dir, PricewaterhouseCoopers
Ben McConnell is managing director for digital at PwC. His work focuses on helping large organizations in the transition to becoming digital brands, which includes developing global digital and social media strategies, digital enablement training programs, enterprise governance, and... Read More →

Tuesday March 17, 2015 3:30pm - 6:00pm CDT
JW Marriott Salon F